【正文】 ....25. 人工服務(wù)差錯率 ......................................................................................................................25. 一次解決率 ..............................................................................................................................26. 服務(wù)投訴率 ..............................................................................................................................27. 人員招聘及時率 ......................................................................................................................27. 到崗及時率 ..............................................................................................................................28. 新員工轉(zhuǎn)正率 ..........................................................................................................................28. 培訓(xùn)滿意率 ..............................................................................................................................29. 培訓(xùn)按時完成率 ......................................................................................................................30. 培訓(xùn)出勤率 ..............................................................................................................................30中國移動呼叫中心運(yùn)營管理指標(biāo)體系3. 培訓(xùn)合格率 ..............................................................................................................................31. 質(zhì)檢差錯率 ..............................................................................................................................31. 輔導(dǎo)及時率 ..............................................................................................................................32. 輔導(dǎo)滿意率 ..............................................................................................................................32. 投訴工單合格率 ......................................................................................................................33. 投訴處理及時率 ......................................................................................................................33. 投訴派單錯誤率 ......................................................................................................................34. 投訴電話率 ..............................................................................................................................35. 重復(fù)投訴率 ..............................................................................................................................35. 升級投訴率 ..............................................................................................................................36. 投訴處理滿意率 ......................................................................................................................37. 人工轉(zhuǎn)自動比率 ......................................................................................................................37. IVR 滿意率 ...............................................................................................................................38. 知識庫的滿意率 ......................................................................................................................39. 系統(tǒng)接通率 ..............................................................................................................................39. 服務(wù)水平 ..................................................................................................................................40. 人工服務(wù)放棄率 ......................................................................................................................41. 隊(duì)列放置率 ..............................................................................................................................41. 平均排隊(duì)時間 ..........................................................................................................................42. 接通排隊(duì)時間 ..........................................................................................................................43. 放棄排隊(duì)時間 ..........................................................................................................................43. 排隊(duì)呼入率 ..............................................................................................................................44. 平均延遲時間 ..........................................................................................................................45. 平均處理時長 ..........................................................................................................................45. 平均交談時長 ..........................................................................................................................46. 平均持線（等待）時長 ..........................................................................................................47. 平均事后處理時長 ..................................................................................................................47. 總呼叫量 ..................................................................................................................................48. 人工服務(wù)預(yù)測準(zhǔn)確率 ..............................................................................................................49. 人工服務(wù)請求量 ......................................................................................................................49. 人工服務(wù)應(yīng)答量 ......................................................................................................................50. 話務(wù)波動系數(shù) ..........................................................................................................................51. 人工服務(wù)占比 ..........................................................................................................................51. 人均每小時電話處理量 ..........................................................................................................52. 在線利用率 ..............................................................................................................................52. 工時利用率 .............................