The assessment of each kind of people should be divided into hard index assessment and soft index assessment.
I think the hard indicators of customer service specialist should be: the number of customers received, the number of problems solved, the number of questions answered, the time for customer service specialist to receive customers, customer satisfaction, the satisfaction of leaders with their work, what kind of training needs to be done to be better qualified for this position, attendance rate and so on. Soft indicators should be: working attitude, enthusiasm for customers, ability to cope with problems, whether the relationship between customers and companies can be adjusted, and whether working hours can be arranged reasonably.
The hard indicators of customer service supervisor should include: the number of customers received by the team, the proportion of solving intractable diseases, customer satisfaction, the performance and attendance of employees in charge of customer service, the management of employees under the opponent, the overall performance of the team, and whether the tasks assigned by superiors can be completed. Soft indicators include: work attitude, whether the relationship between employees is properly adjusted, whether tasks can be reasonably assigned to employees, adaptability, and whether the bridge between employees and leaders can be completed.
The hard indicators of customer service manager include: whether a detailed plan has been made, the implementation of the plan, whether the tasks assigned by the superior customer service manager are fully understood and arranged, the completion of the tasks by the department, whether the customer's problems are summarized, and the degree of help to the company's improvement.
Soft indicators include: working attitude, thinking about supervisors, business management, degree of democratization of departments, whether to adopt good suggestions from employees, adaptability and so on.
The part is about the human resources of customer service personnel, including customer service personnel from recruitment to pre-job training, output assessment, departmental organizational structure, intelligence requirements and quality requirements of each position, employee development plan, administrative rules and regulations of customer service department (including confidentiality agreement and code of conduct), employee leave system and resignation system.
The other is about the process of customer service department and the establishment of relevant documents and forms.
Customer service management system
In order to maintain the company's image, improve the service level and increase the company's benefit, this system is specially formulated.
First, the quality of personnel
1, with good professional ethics and correct service concept, set up the service tenet of leaving difficulties to oneself and facilitating customers, maintain the image of the company and serve customers wholeheartedly.
2. Proficient in this position business and related business processes. Proficient in the process and method of appointment, feedback and return visit service of this business.
3. Understand the business that the enterprise has carried out (including system functions, uses, order processing flow, member return visit flow and service standards).
4, Mandarin standard, fluent.
5, proficient in computer operation. Typing speed reaches 60 words/minute.
6. When accepting customer inquiries and complaints, customer service representatives must strictly implement the standardized terms of service and handle customer inquiries or complaints kindly, kindly and enthusiastically;
7. In the course of work, customer service representatives should strictly follow the requirements of "three essentials, three noes and four invariants". Namely:
Three main points: please be the first, you be the last, and goodbye to the last.
Three noes: don't use blunt language, don't pass the buck, don't blame and blame customers.
The four are the same: strangers, like acquaintances, have been checked, are busy at work, and are in a good mood.
1. Customer service personnel must be recruited and trained by the company.
2. Customer service personnel must be deployed by the company's customer service center, and others have no right to deploy customer service personnel. Other personnel of the company must cooperate with the daily work of the company's customer service personnel, such as contract verification (including contract content, contract term, total contract amount, paid-in amount, invoice and signer) and dunning.
3. The salaries of the customer service manager and customer service assistant are paid by the company, and the general manager of the company gives everyone at least a monthly bonus of 300 yuan according to their performance in the company.
4. The customer service center will assess the product knowledge and company system of customer service personnel every month, which will directly affect the performance bonus of customer service personnel.
5. Customer service personnel are not allowed to sign the bill. After receiving calls from potential customers, it is necessary to make records and arrange business personnel to follow up reasonably (if there is a local account management department, account managers will be given priority to follow up).
6. Customer service personnel must obey the management and deployment of the company. The tasks assigned by the company's customer service center must be completed on time and with good quality, and their performance at work should be assessed through performance appraisal. At the same time, the customer service personnel have the obligation to assist the general manager of the company to do a good job in customer service, such as daily telephone contact, cooperating with business followers to visit and maintain the company's gold customers, communicating with business personnel, and assisting the general manager of the company to train business personnel in product knowledge and company system. Customer service personnel need to provide the information of business personnel and account managers in the current month.
7. Customer information is an important intangible asset of the company, which shall be kept strictly confidential and shall not be disclosed to anyone or used for other purposes without authorization; Do not copy without authorization and take it out of the company without permission. Do a good job in file management and establish electronic documents. The on-site customer service office should prohibit irrelevant personnel from entering at will, and non-customer service personnel from using their own computers to avoid the loss of important customer information.
8. We should consciously abide by the schedule stipulated by the company. Any kind of leave should be approved by the customer service manager in advance (the customer service manager should inform the general manager of the customer service department in advance). If there is an emergency, we should call the department manager within 1 hour.
First, the assessment criteria:
1, the continuous working hours of each employee shall not exceed 8 hours.
2. The monthly daily assessment score is 80 points, which is mainly scored by the training specialist in terms of XXX, XXX, on-site reception order execution, service quality, cooperation and communication, health status, etc.
3. If the employee ranks last for two consecutive months and scores less than 70 points, or scores less than 60 points in that month, the company has the right to dismiss the employee.
4, XXX, XXX, the daily assessment of on-site reception is scored by the training specialist, and the assessment of the training specialist is scored by the supervisor.
5. The full mark of monthly assessment is 1 10. The total score of the month is above 1 10, and it is still calculated as 1 10.
6. In order to assess everyone's understanding of work skills, all customer service personnel (including XXX, XXX, on-site reception) are regularly assessed for work skills, and in principle, work skills are tested once a month.
Second, the bonus standard:
The workload and quality of the month were the first in customer service, and there was no violation. Five points.
The customer service test score is out of 5 points.
In case of emergency or shortage of staff during activities, the company can take the initiative to replace the class, 5 points/time.
Be able to complete the extra work put forward by the superior while completing his own work, 5 points/time.
The effective complaint rate in the current month is zero, and 5 points will be deducted/time.
For the management of the whole customer service team, reasonable suggestions can be put forward. After the trial, the effect is ideal 5 points/time.
Third, the deduction standard.
1. If you don't use Mandarin during working hours, if the circumstances are minor, you will be deducted 2 points/time.
After the shift change, my office desktop was messy for 2 minutes/time.
The personnel on duty who have not finished cleaning after work will be deducted 2 points/time.
Arrive late and leave early for 2-5 minutes/time.
5 points/time will be deducted if the handover record and relevant forms are not carefully recorded and filled in.
Failure to respond to customer complaints in time when on duty, impatience and unfriendly response to complaints, 5 points/time.
Leave the post on duty for more than 5 minutes, without informing the superior for 5 minutes/time.
2-5 points/time will be deducted for failure to carry out customer service in time and effectively.
Talk about things unrelated to your job during work hours 1-2 points/time.
Loud noise in the office area will affect others' work, and 2 points will be deducted/time.
Smoking or dining or eating puffed food, melon seeds, etc. In the office area, it is 5 points/time.
Customer service information input error deducted 2 points/time.
Failure to deal with emergencies within the process control time, exceeding 1~ 10 minutes, lasting for 5 minutes/time.
The supervisor's random spot check score is 2-5 points/error.
2. Moderate violation:
Watch and play online movies and games during work hours 10 points/time.
Table data records are seriously inconsistent with the actual workload, and the workload is falsely reported as 10 minute/time.
Failing to reflect the abnormal shift time in time, or failing to report 10 minute/time in knowledge.
Download and install the software in the working machine without the approval of the supervisor, 10 minute/time.
Skip unprocessed problems or other work records without permission 10 minute/time.
Absence from regular departmental meetings without leave 10 score/time.
Customer service exam, the score is below 60, 10 score/time.
Unexpected events are not handled within the process control time, exceeding11~ 30min10min/time.
3. Serious violations:
Absenteeism 20 points/time
In case of quarrel, dispute or conflict with the customer on duty (effective complaint), 20 points will be deducted/time.
Let non-company personnel enter the work area for 20 minutes/time.
Dismantling company equipment without permission and taking it out of the company will be deducted 20 points/time, and compensation will be made at the same time.
Customer service personnel fail to perform their duties well in the current month (two or more violations, moderate violations, four or more violations, minor violations), and 20 points will be deducted/time.
Failure to deal with emergencies within the process control time, exceeding 30 minutes and 20 minutes/time.
Go to bed at work and get fired directly.
Hang up the customer service phone during working hours, resulting in the user being unable to make a call and directly dismissing.
Factions and small groups undermine the healthy development of the team, affect the working mood of other employees, and directly dismiss them.
Direct dismissal and accountability for malpractice by taking advantage of authority.
In addition, in the monthly assessment, the training specialist can give extra rewards and punishments according to the overall performance of each team leader this month (refer to the assessment rules for customer service team leaders), and the score fluctuates between-5 and 5, and the reasons for the extra rewards and punishments must be explained.
When the evaluation score is greater than 90, the performance of A is 80 ~ 90, that of B is 70 ~ 80, that of C is 65 ~ 70, that of D is 60 ~ 65, and that of E is.
Fourth, specific reward and punishment measures.
1, based on the assessment score of 80, personal salary will fluctuate according to the monthly assessment score.
2. The floating range is 300 yuan. Each assessment score corresponds to 10 yuan.
3, for example: A, if employee A gets 80 points this month, the salary will remain unchanged. B. If Employee B scores 9 1 minute this month, his salary will be increased by 1 10 yuan. C, if employee C scores 68 points this month, the salary will be deducted 120 yuan. D, employee D will be deducted this month.
4. From the third month of employment, employees began to implement performance-based salary fluctuations. Only the results will be assessed in the first two months, and the salary will not fluctuate.
Verb (short for verb) others
1, this system does not offset other systems of the company, and employees can still participate in the selection of the company's incentive system.
2. This system shall be implemented after being approved by the president of the company, and shall be reported to the administrative personnel department for the record.
3. Please refer to the latest version for possible additions or deletions in this system.
Precautions for intransitive verbs:
1, every employee resigns within one month after training, and the salary will not be settled.
2. If you resign during the probation period, you need to pay half a month's salary as training expenses.
3. Those who perform well during the probation period and have good assessment results can apply for early confirmation.
I hope the above information is helpful to you!
Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.