目录第一章概述1.1电话营销目的-----------------------------------------------------------------------------------------------41.2电话营销适用范围-----------------------------------------------------------------------------------------41.3电话营销中心服务宗旨-----------------------------------------------------------------------------------4第二章电话营销中心组织机构及岗位职责2.1电话营销中心组织结构及岗位设置--------------------------------------------------------------------52.2各岗位工作职责---------------------------------------------------------------------------------------------52.2.1呼叫业务管理岗位职责--------------------------------------------------------------------------------52.2.2值班长岗位职责---------------------------------------------------------------------------------------62.2.3组长岗位职责--------------------------------------------------------------------------------------------62.2.4电话营销代表岗位职责---------------------------------------------------------------------------------82.2.5六大员岗位职责------------------------------------------------------------------------------------------8第三章电话营销中心人力资源管理制度3.1电话营销人员招聘制度-----------------------------------------------------------------------------------103.1.1用工性质-------------------------------------------------------------------------------------------------103.1.2制订招聘计划-------------------------------------------------------------------------------------------103.1.3招聘程序-------------------------------------------------------------------------------------------------103.1.4电话营销人员招聘流程-------------------------------------------------------------------------------113.1.5人员要求-------------------------------------------------------------------------------------------------123.2电话营销小组培训制度-------------------------------------------------------------------------------------123.2.1总则-------------------------------------------------------------------------------------------------------123.2.2岗前培训-------------------------------------------------------------------------------------------------123.2.3在岗培训--------------------------------------------------------------------------------------------------一三3.2.4培训管理--------------------------------------------------------------------------------------------------143.3电话营销中心佣金考核制度--------------------------------------------------------------------------------一五3.3.1电话营销佣金发放管理办法原则---------------------------------------------一五3.3.2电话营销代表佣金计算方式-------------------------------------------------一五3.3.3话费补贴---------------------------------------------------------------------------------------------------173.3.4电话营销小组佣金启动、发放办法------------------------------------------------------------------一八3.3.5工作量考核办法-----------------------------------------------------------一八3.4电话营销中心综合考核细则--------------------------------------------------------------------------------一八3.4.1电话营销代表考核细则--------------------------------------------------------------------------------一八3.4.2班长/值班长考核细则----------------------------------------------------------------------------------213.4.3末位管理-------------------------...
