愛心呼叫公共服務(wù)中心運(yùn)營(yíng)管理手冊(cè)-展示頁(yè)
2024-11-26 16:52本頁(yè)面
【正文】 .......................... 17 2 第四章 呼叫中心激勵(lì)體系 ........................................................................................ 18 一、潛力評(píng)估 ....................................................................................................... 18 二、人員的晉升 ................................................................................................... 18 三、管理人員評(píng)估與績(jī)效方法 ........................................................................... 18 第 五章 呼叫中心的質(zhì)量監(jiān)控體系 ............................................................................ 18 一、監(jiān)控的流程 ................................................................................................... 18 二、監(jiān)控的方式 ................................................................................................... 19 三、監(jiān)控的頻率 ................................................................................................... 20 四、抽樣比例 ....................................................................................................... 20 五、監(jiān)控記錄 ....................................................................................................... 20 六、監(jiān)控結(jié)果反饋及改善 ................................................................................... 20 第五章 呼叫中心職場(chǎng)的設(shè)施設(shè)計(jì) ............................................................................ 21 一、職場(chǎng)的地理位臵選擇 ................................................................................... 21 （一）安靜 .................................................................................................... 21 （二）通訊暢通 ............................................................................................ 21 （三）安全保障 ............................................................................................ 21 （四）交通便捷 ............................................................................................ 21 二、職場(chǎng)的組成 ................................................................................................... 21 （一）話務(wù)中心 ............................................................................................ 21 （一）監(jiān)控室 ................................................................................................ 21 （二）培訓(xùn)室 ................................................................................................ 21 （三） 設(shè)備間 ................................................................................................ 21 3 （四）更衣室 ................................................................................................ 21 二、職場(chǎng)的設(shè)計(jì) ................................................................................................... 21 （一）光線 .................................................................................................... 21 （二）地面 .................................................................................................... 21 （三）綠化 .................................................................................................... 21 （四）工作臺(tái) ................................................................................................ 22 （五）坐椅 .................................................................................................... 22 （六）顯示器 .......
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