第1页共59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59页目录第一部分：管理架构及岗位职责..............................................31.产险电话中心管理架构.................................................31.1产险电话中心管理架构...............................................31.2岗位职责...........................................................4第二部分：现场管理制度....................................................92.1现场行为规范........................................................92.1.1现场纪律.........................................................92.1.2系统操作........................................................102.2现场行为规范扣分标准................................................112.2.1现场纪律........................................................112.2.2系统操作........................................................122.3交接班制度..........................................................122.4考勤制度............................................................132.5保密制度............................................................152.6值班长巡视制度......................................................162.7弹性排班制度........................................................172.8定期培训月考制度....................................................172.9末位淘汰制..........................................................182.10会议制度...........................................................182.10.1班前班后会.....................................................182.10.2电话中心工作例会...............................................192.10.3部门工作例会...................................................19第三部分：招聘培训体系...................................................203.1人员招聘............................................................203.1.1招聘的测试与评估................................................203.2岗前培训............................................................203.2.1职业生涯设计：..................................................203.2.2基础素质培训....................................................213.2.3业务知识培训和技能培训..........................................213.3在岗培训............................................................213.3.1服务技巧培训....................................................213.3.2新业务培训.....................................................213.3.3针对性培训.....................................................223.4转岗/晋升培训......................................................223.4.1管理技能培训....................................................223.5待岗培训..........................................................223.5.1补充业务培训....................................................233.5.2技能强化培训....................................................23第2页共59页第1页共59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59页3.6人员储备计划........................................................23第四部分：服务质量保障体系...............................................234.1服务规范...........................................................234.1.1基本服务用语....................................................234.1.2服务态度........................................................264.1.3处理技巧............................................
