【正文】 .... 內(nèi)部投訴量.................................................................................. 平均監(jiān)控成績(jī).............................................................................. 監(jiān)控率.......................................................................................... 投訴回訪準(zhǔn)確率.......................................................................... 服務(wù)熱線工單處理準(zhǔn)確率.......................................................... 最終用戶滿意度.......................................................................... 效率與成本.............................................................................................. 客戶服務(wù)代表利用率.................................................................. 客戶服務(wù)代表負(fù)荷率.................................................................. 客服代表生產(chǎn)率.......................................................................... 客服代表出勤率.......................................................................... 客服代表流失率.......................................................................... 座席利用率.................................................................................. 單個(gè)呼叫成本.............................................................................. 呼叫中心的報(bào)表.................................................................................................. 日?qǐng)?bào)表...................................................................................................... 實(shí)時(shí)IVR 受理報(bào)表...................................................................... 話務(wù)量實(shí)時(shí)統(tǒng)計(jì)表...................................................................... 客服代表工作量實(shí)時(shí)統(tǒng)計(jì)表...................................................... 業(yè)務(wù)分類咨詢量統(tǒng)計(jì)報(bào)表.......................................................... 業(yè)務(wù)分類受理量統(tǒng)計(jì)報(bào)表.......................................................... 用戶投訴情況處理表.................................................................. 服務(wù)指標(biāo)統(tǒng)計(jì)表.......................................................................... 周報(bào)表...................................................................................................... IVR 受理周報(bào)表.......................................................................... 話務(wù)量周統(tǒng)計(jì)表.......................................................................... 客服代表工作量周統(tǒng)計(jì)表.......................................................... 業(yè)務(wù)分類咨詢量周統(tǒng)計(jì)表.......................................................... 業(yè)務(wù)分類受理量周統(tǒng)計(jì)表.......................................................... 用戶投訴處理情況周報(bào)表.......................................................... 服務(wù)指標(biāo)統(tǒng)計(jì)周表...................................................................... 故障記錄統(tǒng)計(jì)周表...................................................................... 月報(bào)表...................................................................................................... IVR 受理月報(bào)表.......................................................................... 話務(wù)量月統(tǒng)計(jì)表.......................................................................... 客服代表工作量月統(tǒng)計(jì)表.......................................................... 業(yè)務(wù)分類咨詢量月統(tǒng)計(jì)表.......................................................... 業(yè)務(wù)分類受理量月統(tǒng)計(jì)表.......................................................... 用戶投訴處理情況周報(bào)表.......................................................... 投訴統(tǒng)計(jì)月報(bào)總表...................................................................... 投訴情況按投訴業(yè)務(wù)分類統(tǒng)計(jì)表.................................. 投訴情況按投訴內(nèi)容分類統(tǒng)計(jì)表.................................. 投訴情況按責(zé)任部門分類統(tǒng)計(jì)表.................................. 投訴情況按投訴方式分類統(tǒng)計(jì)表.................................. 服務(wù)指標(biāo)統(tǒng)計(jì)月表...................................................................... 故障記錄統(tǒng)計(jì)周表...................................................................... 服務(wù)熱線人力資源狀況............................................................ 監(jiān)聽記錄統(tǒng)計(jì)表........................................................................ 客戶資訊與熱點(diǎn)........................................................................ 客戶滿意度................................................................................ 專項(xiàng)報(bào)告及營(yíng)銷報(bào)告.............................................................................. 服務(wù)中心簡(jiǎn)報(bào).............................................................................. 挽留計(jì)劃報(bào)告.............................................................................. 新功能新感覺營(yíng)銷報(bào)告.............................................................. 戰(zhàn)略客戶營(yíng)銷報(bào)告...................................................................... 客戶滿意度調(diào)查報(bào)告.................................................................. 回訪調(diào)查報(bào)告............................................................................第六章 呼叫中心的績(jī)效考核與激勵(lì)體系....................................................................... 績(jī)效考核體系概述.............................................................................................. 績(jī)效考核的目的...................................................................................... 績(jī)效考核的意義...................................................................................... 績(jī)效考核的類型...................................................................................... 績(jī)效評(píng)估.............................................................................................................. 績(jī)效評(píng)估概述.......................................................................................... 績(jī)效評(píng)估的實(shí)施方法.............................................................................. 呼入客戶服務(wù)代表評(píng)估方法.................................................................. 呼出客戶服務(wù)代表評(píng)估方法.................................................................. 管理人員評(píng)估方法.................................................................................. 潛力評(píng)估.............................................................................................................. 潛力評(píng)估概述.......................................................................................... 潛力評(píng)估的實(shí)施方法.............................................................................. 人員的晉升.................................