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很多人认为在呼叫中心上班挺轻松的,无非就是接接电话、打打字。其实不然,作为呼叫中心的员工,什么时候上班(大多为7×24小时工作制)、什么时候休息(休息与工作时间比例一般为1:9)、每天要接多少电话(日均接听量或呼出量近300个)、通话时长(单通电话通话时长150秒左右)、通话状态(保持微笑与语音甜美)等,都会受到监控、制约。特别是随着企业的业务发展,话务量成倍增长,企业对客户满意度、在线营销指标的要求越来越高,客户的服务预期越来越高,呼叫中心员工因而承担的工作越来越多、压力越来越大。有些呼叫中心员工受生物钟紊乱、心理与生理失衡、咽喉炎等职业疾病的影响,最终会选择逃避——辞职。高流失率和低生产率给企业增加了招聘、培训等成本压力。长此以往,如不给予员工适当、及时的激励或引导,后果不堪设想。
Many people think that call center work very relaxed, nothing more than pick up the phone, type typing. In actual fact, as a call center staff, when to work (mostly 7 × 24 hours of work), when to rest (rest and working hours, the ratio is generally 1: 9), how many calls each day (daily answer or Exhaled volume of nearly 300), call duration (one-way call duration of about 150 seconds), call status (keep smiling and voice sweet), etc., will be subject to monitoring and control. Especially with the business development of the business, the traffic volume has doubled. The business is more and more demanding on customer satisfaction and on-line marketing target, and the service expectation of the customer is getting higher and higher. The more pressure is more and more. Some call center employees are affected by occupational diseases such as circadian clock disorders, psychological and physical imbalances, and pharyngitis, and they eventually choose to evade-resign. High loss rates and low productivity have added cost pressures to companies such as hiring and training. The long run, if not give employees appropriate and timely incentives or guidance, the consequences would be unthinkable.