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China Mobile Online Foshan Branch: Personnel Management I am well-equipped

2018-04-25 09:23:41 Author: Source:CTI ForumComment:0  Click:


What are the artificial factors that lead to low satisfaction?
First, the lead rate is not high. Some employees think that guiding users will instead be unsatisfactory and psychologically resistant, and they will not take the initiative to guide the evaluation of personal service attitudes.
The second is the dependence on the squad leader. The squad leader took over too many lines and led to the employee's reliance on the squad leader. For example, if he is replied with an “attitude dissatisfaction” today, if the later call is dissatisfied with the squad, he can let the squadron block his luck and thus unconsciously. Reduced your service level.
The third is emotional employees. Employees with large fluctuations in mood in the team have more phone calls per day, of which the number of users complaining is about 30%. Occasionally, these employees will experience impatience, tone ups, and snooping in service.
For the above three kinds of human factors, how to improve it?
First, actively communicate with employees and carry out ideological open-mindedness: Failure to guide is actually a evasion of mind. If the user is not satisfied, the user will still press dissatisfaction if he is not satisfied. Encourage group members to believe in their services, boldly guide, and respond to high volumes before they can pull back their dissatisfaction.
Second, the countermeasure is to standardize the scene that can be transferred to the squad leader. In addition to the circumstance of the squad leader, all other parties will accept the slogan, so that the team members recognize that each phone call is very important. There is no slightest mistake in keeping an eye on their services. , because it is still on their own to pull up the data.
Third, strengthen the team members who are concerned about their emotions and go to the field on a regular basis. Give help and encouragement in a timely manner, because a simple gesture to shoot the shoulder gives great care to the staff.
How to further enhance it?
One must correct the work attitude of the team members: The task of instilling the customer service team members is to become familiar with the self-improvement of business and service skills.
Second, the squad leader is not the squad leader's nanny: attention to the size of the staff, the squad leader is not a baby sitter, but must care for the personnel, a care, a simple action can give the staff a great encouragement, do a good job of people, the team's cohesion The stronger it is.
Third, the need for multi-channel high-frequency care: Now that the center's traffic is busy and there are not many hours available for transfer, it is necessary to use more non-secondary forms to care for members. For example, the squad leader can be on the staff, off duty, RTX and other channels to communicate with others. Another example is: "How about this month?", "Is there any difficulty in going to work today?", "Today's full-scale goal How much is it?" and so on. As long as the mentality of the personnel is adjusted, even if the squad leader does not organize team members to improve, the team members will take the initiative to do it.
Non-mainstream improvement measures have miraculous effects!
The current mainstream promotion measures are similar, except that they will be after the opening of the class, the group PK within the team, and the promotion of listening to the recording. The following supplements the non-mainstream promotion points that you may overlook when promoting:
One is to use the time before a good class: As the staff of the class just returned to work, the status is still not there, and the questioning can be carried out to allow the personnel to concentrate. Focus on the key, random questions.
The second is to reduce the use of classes will be upgraded: Do not often through the "after the class will be" to do the upgrade, have not found that the monitor did a lot of promotion work, but the data is not up, no effect, but also angered the personnel. What our employees need more is spiritual stimulation. We communicate more with people and give care. The heart of the staff will be towards you and follow you. You don't need to say that he will do his part. If you want to go after the class, pay attention to the quality of the meeting. During the promotion period, to avoid boring, the squad leader should think of ways to live up to the atmosphere, such as: using the case of the transfer line, give the corresponding number, let the staff to find out the reasons and give solutions, mobilize the attention of everyone
The third is the careful thinking of the improvement of satisfaction: the squad leader promptly listened to the dissatisfaction recording. Once the team member found that there was a service problem, he told the group member that the recording of the question would be broadcast in the squad. This was wrong. Then let the team member analyze the problem of recording and how to improve the analysis of the question recording. In this way, we will restrict everyone's service standards, and eliminate the "3" in the process of serving people.
 
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