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客服人员的绩效考核与管理,是呼叫中心在营运管理中非常重要的一环,是激励员工、有效管理员工的直接手段。通过绩效管理,提高员工工作积极性,提升了呼叫中心服务品牌。客服人员所表现出来的服务质量,代表客户对于呼叫中心的评价,贯彻执行客服人员的绩效考核与人力资源管理,攸关呼叫中心服务质量的维持与客服人员专业知识的提升。
The performance appraisal and management of the customer service staff is a very important part of the call center in the operation and management. It is a direct means of motivating the staff and effectively managing the staff. Through performance management, improve the enthusiasm of employees, enhance the call center service brand. The quality of service demonstrated by the customer service personnel represents the customer’s evaluation of the call center, carries out the performance appraisal and human resource management of the customer service staff, the maintenance of the service quality of the call center and the improvement of the professional knowledge of the customer service staff.