第1页共33页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第1页共33页内蒙古移动通信公司呼叫中心岗位绩效考核管理办法(2006年版)2006年3月第2页共33页第1页共33页编号:时间:2021年x月x日书山有路勤为径,学海无涯苦作舟页码:第2页共33页目录1.总则...................................................................................................................................................................42.1860话务员、专家话务员岗位绩效考核办法...............................................................................................42.11860话务员、专家话务员工资结构..........................................................................................................42.21860话务员、专家话务员星级考核项目..................................................................................................52.31860话务员、专家话务员星级考核标准及细则......................................................................................62.3.1服务质量标准(50分)....................................................................................................................62.3.2业务技能考核标准(25分)............................................................................................................62.3.3综合服务指标考核(10分):........................................................................................................72.3.4出勤(10分):................................................................................................................................72.3.5劳动纪律(5分)……………………………………………………………………………………………62.41860话务员、专家话务员星级工资及绩效工资标准..............................................................................92.4.1星级工资标准.....................................................................................................................................92.4.2绩效工资...........................................................................................................错误!未定义书签。3.1258话务员绩效考核办法.............................................................................................................................113.11258话务员工资结构................................................................................................................................113.21258话务员星级考核项目........................................................................................................................123.31258话务员星级考核标准及细则............................................................................................................123.3.1服务质量标准(40分)..................................................................................................................123.3.21258话务员业务技能考核标准(20分).....................................................................................133.3.3综合服务指标考核(25分):......................................................................................................133.3.4出勤(10分):..............................................................................................................................143.3.5劳动纪律(5分)……………………………………………………………………………………………3.41258话务员星级工资及绩效考核标准.........................................