What are the performance appraisal indicators of call center quality inspection? Specifically, thank

Hello, do you want to develop the performance appraisal indicators of the quality inspection team?

Personally, I recommend the following points for assessment:

1. Listen to the amount of work completed.

2. Accuracy of quality inspection.

3. Timeliness and accuracy of data submission.

4. Code of Conduct.

If you want to add data related to the call center business, you can add it.

1. Satisfaction (the setting of the value can refer to the average annual satisfaction rate, and the quality inspector is responsible for the compliance rate of the fatal and non-fatal items of the employee's quality inspection (the setting of the value can refer to the annual results).

This personal suggestion is not to be added, so as not to cause the bad phenomenon of employee fraud) I am also doing this work recently, if necessary

Total Calls The total number of calls entering the call center through the trunk line and the number of outbound calls through the trunk line in a unit of time.

Total Inbound Trunk Calls The number of calls that enter the call center through the trunk line per unit time.

Manual Answering Volume The number of calls that enter the call center through the trunk line and are manually picked up per unit of time.

Manual Answering Rate The percentage of the number of calls that are manually picked up in a unit of time to the total number of inbound calls.

Manual unanswered volume The number of calls that have not been picked up by an agent or on duty in the number of calls that enter the call center through the trunk line in a unit of time.

Manual No-Answer Rate The percentage of calls that are not picked up manually in a unit of time to the number of calls that enter the call center through the trunk.

Total Outbound Calls The total number of outbound calls made by agents through the trunk line in a unit time includes hold-down outdialing (excluding holding down-dialing between seats).

Outbound call volume The number of outbound calls and calls formed by agents through the trunk line in a unit of time Including keep down outdialing (excluding keep down outdial between seats).

Outbound Call Rate The percentage of outbound calls made by agents through trunk lines in a unit of time Average Agent Duration The total duration of all agents** divided by the total number of licensed agents per unit of time.

Average Agent Call Duration The total number of agent calls divided by the total number of agent calls per unit of time.

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Individual service skills (as judged by recordings and ticket quality checks), workload, average call duration, customer satisfaction.

Number of incoming and outgoing calls, average call duration, satisfaction survey, call recording quality check! You can consider choosing Tianrun Rongtong call center.

1. Product business knowledge.

2. Service Terms.

Third, the service attitude.

4. Presentation skills and communication skills.

Fifth, marketing awareness.

Sixth, the order process.

7. Miscellaneous. Just build around that.

Hello, do you want to develop the performance appraisal indicators of the quality inspection team?

Personally, I recommend the following points for assessment:

1. Sampling and work plan completion rate.

2. Accuracy of quality inspection.

3. Timeliness and accuracy of data submission.

4. Code of Conduct.

If you want to add data related to the call center business, you can add 1, satisfaction (the value can refer to the annual average satisfaction value, and the quality inspector is responsible for the compliance rate of the fatal and non-fatal items of the employee's quality inspection (the value can be set with reference to the annual results).

This personal suggestion is not to be added, so as not to cause the bad phenomenon of employee fraud) I am also doing this work recently, if necessary

Is it talking about the quality inspection performance appraisal program?

It depends on what type of call center you have, and what is the general direction of the entire company? Ours are these few, for reference:

1. Data accuracy.

2. Timeliness of data submission.

3. Recording monitoring rate.

3. Completion of the work plan.

Hello, do you want to develop the performance appraisal indicators of the quality inspection team?

Personally, I recommend the following points for assessment:

1. Sampling and work plan completion rate.

2. Accuracy of quality inspection.

3. Timeliness and accuracy of data submission.

4. Code of Conduct.

If you want to add data related to the call center business, you can add it.

1. Satisfaction (the setting of the value can refer to the average annual satisfaction rate, and the quality inspector is responsible for the compliance rate of the fatal and non-fatal items of the employee's quality inspection (the setting of the value can refer to the annual results).

This personal suggestion is not to be added, so as not to cause the bad phenomenon of employee fraud) I am also doing this work recently, if necessary

1. Order processing rate: order processing is completed Total order volume * 100% 2. Product consultation: customer praise Total number of calls * 100% 3. Complaint acceptance: total number of applications accepted * 100%.

4. The above three indicators account for 70% of the performance of customer service personnel, and the rest is some routine management such as attendance.

Central KPIs

1. The success rate of entering the line (how many orders are made into the line, or how many orders are successfully processed) 2. The delivery rate (how many orders are completed).

3. IVR ratio (pick-up efficiency).

Establish a close performance partnership between supervisors and employees to achieve the overall performance of the call center;

Actively communicate with employees on the establishment of performance standards and establish transparency in appraisals;

Conduct training on assessment standards for front-line employees, including performance goal setting, job description, behavior indicators, performance evaluation, daily observation records, appraisal interviews, performance coaching, job operation training, on-site counseling and other aspects;

Strictly and fairly evaluate employee performance in accordance with existing standards;

Conduct training for supervisors and other management personnel to reduce the inconsistency of management personnel evaluation scales;

Communicate and give feedback to employees in a timely manner on the problems found in the evaluation, supplemented by targeted training and guidance, and it is recommended to conduct more face-to-face communication.

Establish corresponding documents for the assessment materials in accordance with the requirements of the COPC;

In accordance with the principles of PDCA, the existing performance appraisal standards are continuously improved and optimized;

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Workload. Customer satisfaction.

Problem handling.