呼叫中心質(zhì)檢組工作手冊(cè)

1、Page1of20呼叫中心質(zhì)檢組工作手冊(cè)質(zhì)檢組的職責(zé)....................................................................................................2質(zhì)檢組的架構(gòu).......................................................................................

2、.............2質(zhì)量管理工作分配表..........................................................................................3質(zhì)量管理責(zé)任分配.............................................................................................3質(zhì)檢組工

3、作標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)..................................................................................4?質(zhì)檢人員調(diào)配的標(biāo)準(zhǔn)操作規(guī)程（SOP1）.....................................................................................................4?業(yè)務(wù)培訓(xùn)的標(biāo)準(zhǔn)

4、操作規(guī)程（SOP2）............................................................................................................4?業(yè)務(wù)培訓(xùn)考核的標(biāo)準(zhǔn)操作規(guī)程（SOP3）.................................................................................

5、....................4?業(yè)務(wù)周期考核的標(biāo)準(zhǔn)操作規(guī)程（SOP4）.....................................................................................................5?質(zhì)檢指引的標(biāo)準(zhǔn)操作規(guī)程（SOP5）...........................................................

6、.................................................5?班前會(huì)的標(biāo)準(zhǔn)操作規(guī)程（SOP6）................................................................................................................6?案例分析的標(biāo)準(zhǔn)操作規(guī)程（SOP7）......................

7、......................................................................................6?質(zhì)檢日志（周報(bào)、月報(bào)等）的標(biāo)準(zhǔn)操作規(guī)程（SOP8）...............................................................................7?質(zhì)檢總結(jié)的標(biāo)準(zhǔn)操作規(guī)程（SOP9）.........

8、...................................................................................................7?質(zhì)檢會(huì)議的標(biāo)準(zhǔn)操作規(guī)程（SOP10）.....................................................................................................

9、.....8?質(zhì)檢校正的標(biāo)準(zhǔn)操作規(guī)程（SOP11）..........................................................................................................8?投訴處理的標(biāo)準(zhǔn)操作規(guī)程（SOP12）.....................................................................

10、.....................................9?錄音監(jiān)聽(tīng)評(píng)分的標(biāo)準(zhǔn)操作規(guī)程（SOP13）...................................................................................................9?質(zhì)量扣罰的標(biāo)準(zhǔn)操作規(guī)程（SOP14）..........................................

11、..............................................................10?質(zhì)檢仲裁的標(biāo)準(zhǔn)操作規(guī)程（SOP15）........................................................................................................10?階段性質(zhì)檢主題的標(biāo)準(zhǔn)操作規(guī)程（SOP16）.........

12、....................................................................................11?質(zhì)檢工作時(shí)間分解的標(biāo)準(zhǔn)操作規(guī)程（SOP17）..........................................................................................11?質(zhì)檢班長(zhǎng)工作時(shí)間分解的標(biāo)準(zhǔn)操作規(guī)程（

13、SOP18）..................................................................................12質(zhì)檢組常規(guī)質(zhì)量管理工作文檔.........................................................................12?質(zhì)量管理文檔列表.................................

14、......................................................................................................12?質(zhì)檢班長(zhǎng)工作文檔...........................................................................................................

15、............................13?質(zhì)檢工作文檔..............................................................................................................................................13質(zhì)量管理詞典.................................

16、.................................................................14?實(shí)際操作篇..................................................................................................................................................1

17、4?質(zhì)量分析篇..................................................................................................................................................15?評(píng)分標(biāo)準(zhǔn)篇...........................................................

18、.......................................................................................172007年4月1日發(fā)布2007年4月1日實(shí)施Page3of20質(zhì)量管理工作分配表工作內(nèi)容工作內(nèi)容主要執(zhí)行人主要執(zhí)行人具體操作具體操作主要關(guān)聯(lián)人主要關(guān)聯(lián)人具體操作具體操作業(yè)務(wù)培訓(xùn)項(xiàng)目組組織員工、主持培訓(xùn)質(zhì)檢組參加旁聽(tīng)、監(jiān)查補(bǔ)充、驗(yàn)收效果業(yè)務(wù)培訓(xùn)考核項(xiàng)目組編撰考核試

19、卷，組織員工考核質(zhì)檢組考核試卷批閱，提交考核分?jǐn)?shù)業(yè)務(wù)周期考核項(xiàng)目組編撰考核試卷，組織員工考核質(zhì)檢組考核試卷批閱，提交考核分?jǐn)?shù)錄音監(jiān)聽(tīng)評(píng)分質(zhì)檢組監(jiān)聽(tīng)評(píng)分、反饋指導(dǎo)、張貼公布項(xiàng)目組監(jiān)聽(tīng)錄音、現(xiàn)場(chǎng)巡檢質(zhì)量扣罰項(xiàng)目組確認(rèn)扣罰情況、遞交員工簽名質(zhì)檢組監(jiān)查嚴(yán)重問(wèn)題、提交扣罰憑單投訴處理質(zhì)檢組復(fù)核問(wèn)題情況、提交反饋意見(jiàn)項(xiàng)目組接收傳達(dá)投訴信息、反饋意見(jiàn)質(zhì)檢指引質(zhì)檢組制定質(zhì)檢指引工作，向員工傳達(dá)項(xiàng)目組了解質(zhì)檢指引工作內(nèi)容質(zhì)檢日志（周報(bào)、月報(bào)）質(zhì)檢組撰寫、

20、發(fā)送《質(zhì)檢日志（周報(bào)、月報(bào)）》項(xiàng)目組接收、閱讀《質(zhì)檢日志（周報(bào)、月報(bào)）》（參與部分撰寫）質(zhì)檢總結(jié)質(zhì)檢組撰寫、發(fā)送《質(zhì)檢總結(jié)》項(xiàng)目組接收、閱讀《質(zhì)檢總結(jié)》班前會(huì)項(xiàng)目組點(diǎn)評(píng)服務(wù)質(zhì)量情況及問(wèn)題質(zhì)檢組參加旁聽(tīng)、監(jiān)查補(bǔ)充、驗(yàn)收效果案例分析質(zhì)檢組提供錄音、分析講解（班會(huì)、培訓(xùn)）項(xiàng)目組參加旁聽(tīng)、監(jiān)查補(bǔ)充、驗(yàn)收效果質(zhì)檢會(huì)議質(zhì)檢組總結(jié)服務(wù)質(zhì)量情況，匯總問(wèn)題、分析原因、制定解決方法項(xiàng)目組參加會(huì)議，進(jìn)行交流，確定班前會(huì)質(zhì)量方面點(diǎn)評(píng)內(nèi)容質(zhì)檢校正質(zhì)檢組交流質(zhì)檢心

21、得，校正監(jiān)聽(tīng)評(píng)分標(biāo)準(zhǔn)項(xiàng)目組參加旁聽(tīng)、監(jiān)查補(bǔ)充、驗(yàn)收效果質(zhì)檢仲裁仲裁組對(duì)服務(wù)質(zhì)量問(wèn)題予以最終裁決評(píng)判質(zhì)檢組項(xiàng)目組表達(dá)各自觀點(diǎn)，陳述異議質(zhì)量管理責(zé)任分配分配基本原則：分類、分級(jí)?分類原則結(jié)合《質(zhì)檢監(jiān)聽(tīng)評(píng)分標(biāo)準(zhǔn)及說(shuō)明》，可以將服務(wù)質(zhì)量分為兩大類：服務(wù)素質(zhì)質(zhì)量、服務(wù)能力質(zhì)量。服務(wù)素質(zhì)質(zhì)量：開(kāi)場(chǎng)白及掛機(jī)、服務(wù)態(tài)度、服務(wù)用語(yǔ)、語(yǔ)音語(yǔ)速，共4項(xiàng)；服務(wù)能力質(zhì)量：聆聽(tīng)能力、表達(dá)能力、主動(dòng)推介、靈活處理、雙向溝通、業(yè)務(wù)能力，共6項(xiàng)。?服務(wù)素質(zhì)質(zhì)量由質(zhì)檢組負(fù)