从联络中心战略角度管理与运营呼叫中心-巨人网络通讯

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从联络中心战略角度管理与运营呼叫中心

客户联络中心运营的终极目标是优服务，高质量，低成本”，实现此目标的关键因素是需要有一套符合企业战略和团队现状的合理绩效制度”，合理的绩效制度不能单纯从运营角度来设定，需要站在战略的角度（顾客、管理者、一线）出发，将客户需求转化成考核指标，用人员、流程和技术满足并超过客户期望。

•	理解电话、非电话渠道的业务和绩效数据（例如：服务水平、弃呼率、业务到达模式） Understanding transaction and performance data (e.g. service level, abandonment rate, and transaction arrival patterns) from both phone and non-phone contact channels
•	人事管理——招聘、培训和实际绩效监控 People Management – Recruit, Train, Monitor Actual Performance
•	运用数据测量绩效改善行动的结果 Using data to measure the results of performance improvement initiatives
•	按照业务到达模式进行人员配备与排班——以及这样做对服务水平、成本以及顾客满意度的影响 Staffing and scheduling to transaction arrival patterns-- how this impacts service levels, costs, and customer satisfaction
•	运用业务监控来管理及改善流程绩效 Using transaction monitoring to manage and improve process performance
•	呼叫中心效率监控 Monitoring Efficiency of the Call Centre
•	测量和监控顾客满意度 Measuring and Monitoring Customer Satisfaction
•	…以及更多

•	学会制定联络中心战略规划及年度规划 Strategic and Annual Planning for the contact center
•	确定并应用服务质量及顾客满意度改善策略 Identify and apply tactics of Quality and Customer Satisfaction improvements
•	确定、建立、沟通和实施关键绩效指标改善战略与战术，达成业务及顾客需求 Identify, establish, communicate and implement KPI enhancement strategies and tactics to meet business and customer requirements
•	联络中心电话和非电话业务运营数据解读 Interpret operational data from both phone and non-phone customer contact channels
•	理解服务-质量-成本三者的平衡关系 Understand the Balance of Service-Quality-Cost

•	联络中心的成本要素组成 What are the cost components of a contact center
•	确定并理解推动绩效的关键效率指标 Identify and understand key efficiency KPIs that drive performance
•	制定并应用推动绩效的关键绩效指标 Develop and implement the key efficiency KPIs that drive performance
•	运用统计数据分析技能来预测业务量，对人员进行排班以满足预测业务量的需求，并管理排班遵守情况 Forecast workload using statistical data analysis techniques, schedule staff to meet forecasted workload and manage adherence to schedule
•	招聘、培训和监控员工，确保员工交付高质量的服务 Recruit, train and monitor staff to ensure they deliver quality

•

…以及更多

Chapter 1.联络呼叫中心战略管理Contact center strategic management
1.联络呼叫中心的前景和使命Call center prospect and mission
2.呼叫中心的价值Call center contribution to the company
3.让呼叫中心成为差异化因素Using call center to be the differentiator
4.呼叫中心核心竞争力建立：四项标准和价值链分析Call center core competitiveness establishment:Four standards and value chain analyses

Chapter 2.联络呼叫中心战略规划Contact center strategy plan
1.如何保持竞争优势How to maintain the competitive advantage
2.财务计划及非财务计划Financial and Non-Financial Plans
3.战略及业务绩效审议Review of strategy and business performance

Chapter 3.联络呼叫中心战略执行Contact center strategy execution
1.呼叫中心运营管理与绩效评估Call center operation management and achievements appraisal
2.呼叫中心人员管理People Management in call centers
3.运用数据及KPI管理Use of Data and KPI Management
4.知识库更新Update of Knowledge Base
5.管理效率及生产力Managing Efficiency and Productivity

Chapter 4.运营管理Operations Management
1.排班管理Workforce Management
2.质量管理Quality Management
3.关键供应商管理Key Supplier Management
4.应急规划Contingency Planning
5.客户隐私End User Privacy

Chapter 5.顾客反馈 Customer Feedback
1.顾客投诉与表扬管理Management of customer complaints and compliments
2.顾客满意度与不满意度管理Management of Customer Satisfaction and Dissatisfaction

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