呼叫中心電話中心運(yùn)營(yíng)管理手冊(cè)

1、 目錄第一部分：管理架構(gòu)及 第一部分：管理架構(gòu)及崗位職責(zé) 職責(zé).....................................................................................

2、..........31. 產(chǎn)險(xiǎn)電話中心管理架構(gòu) ....................................................................................................31.1 產(chǎn)險(xiǎn)電話中心管理架構(gòu)................................................................................

3、................31.2 崗位職責(zé).......................................................................................................................4第二部分： 第二部分：現(xiàn)場(chǎng) 現(xiàn)場(chǎng)管理制度 管理制度..................................................

4、.........................................................92.1 現(xiàn)場(chǎng)行為規(guī)范 ..................................................................................................................92.1.1 現(xiàn)場(chǎng)紀(jì)律..........................

5、..........................................................................................92.1.2 系統(tǒng)操作...................................................................................................................102.

6、2 現(xiàn)場(chǎng)行為規(guī)范扣分標(biāo)準(zhǔn).................................................................................................112.2.1 現(xiàn)場(chǎng)紀(jì)律...................................................................................................

7、................112.2.2 系統(tǒng)操作...................................................................................................................122.3 交接班制度..................................................................

8、...................................................122.4 考勤制度.........................................................................................................................132.5 保密制度............................

9、.............................................................................................152.6 值班長(zhǎng)巡視制度.............................................................................................................162.7

10、 彈性排班制度.................................................................................................................172.8 定期培訓(xùn)月考制度......................................................................................

11、...................172.9 末位淘汰制.....................................................................................................................182.10 會(huì)議制度..............................................................

12、.........................................................182.10.1 班前班后會(huì).............................................................................................................182.10.2 電話中心工作例會(huì).......................

13、..........................................................................192.10.3 部門工作例會(huì).........................................................................................................19第三部分：招聘培 第三部分：招聘培訓(xùn)體系 體系.

14、........................................................................................................204.2.1 基本服務(wù)用語(yǔ)......................................................................................................

15、.....284.2.2 服務(wù)態(tài)度...................................................................................................................314.2.3 處理技巧............................................................................

16、.......................................314.2.4 準(zhǔn)確度.......................................................................................................................324.3 電話中心服務(wù)質(zhì)量考核（KPI）指標(biāo)............................

17、..................................................324.3.1 產(chǎn)險(xiǎn)電話中心選定 KPI 指標(biāo)：................................................................................324.3.2 產(chǎn)險(xiǎn)電話中心 KPI 考核表............................................

18、..........................................334.4 服務(wù)質(zhì)量監(jiān)控 ................................................................................................................344.4.1 系統(tǒng)監(jiān)控.........................................

19、.........................................................................344.4.2 人工監(jiān)控..................................................................................................................344.4.2.1 內(nèi)部監(jiān)控.......

20、.........................................................................................................344.4.2.2 外部監(jiān)控.....................................................................................................

21、..........35第五部分： 第五部分：報(bào)表報(bào)告管理 告管理.........................................................................................................365.1 報(bào)表報(bào)告管理流程....................................................................

22、.....................................365.1.1 日?qǐng)?bào)管理流程...........................................................................................................365.1.2 周報(bào)管理流程................................................

23、...........................................................375.1.3 月報(bào)管理流程..........................................................................................................38第六部分：考核與晉升管理 第六部分：考核與晉升管理..............

24、.......................................................................................406.1 電話中心員工月度考核表.............................................................................................406.1.1 值班長(zhǎng)月度考核表.......

25、............................................................................................406.1.2 品管培訓(xùn)崗月度考核表...........................................................................................416.1.3 信息協(xié)調(diào)崗月度考核表.

26、.........................................................................................426.1.4 座席代表月度考核表..............................................................................................436.2 電話中心員工晉升機(jī)制....