呼叫中心运营管理手册2006年06月第1页共56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56页目录1.管理模式概述....................................................................................................32.组织架构...........................................................................................................32.1.呼叫中心经理职责.....................................................................................32.2.运营管理员职责.........................................................................................42.3.座席员职责................................................................................................53.管理指标...........................................................................................................63.1.订单集中获取阶段指标..............................................................................63.2.客户联系中心阶段指标..............................................................................94.例会制度.........................................................................................................125.合理化建议/申诉制度......................................................................................126.规章制度.........................................................................................................137.有限公司协调制度...........................................................................................138.考核制度.........................................................................................................148.1.运营管理员考核.......................................................................................148.2.座席员考核..............................................................................................16第2页共56页第1页共56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56页9.走访管理制度..................................................................................................1710.质量监控制度..................................................................................................2011.培训管理制度..................................................................................................2612.报告编写制度..................................................................................................3113.语音信箱留言管理制度....................................................................................3213.1.有限公司接听原则...................................................................................3313.2.座席员接听原则.......................................................................................3314.语音应答管理制度...........................................................................................3514.1.IVR录音修改流程....................................................................................3514.2.IVR录音修改流程说明.............................................................................3715.订货工作流程..................................................................................................3916.订货服务规范用语...........................................................................................4117.附件：运营管理表格.......................................................................................43第3页共56页...
