In order to ensure the high-quality and high-level development of things or work, detailed planning and preparation are often needed in advance. A plan is a written plan with clear content and clear steps. Do you know what kind of plan can really help us? The following is my customer service performance appraisal scheme for reference only. Welcome to reading.
Customer Service Performance Appraisal Scheme 1 1. Purpose of Performance Appraisal
1, standardize the daily sales work of the customer service group of the company's online shop, and clarify the scope and focus of work.
2. Make the company reasonably control the work of the customer service team and make clear the assessment basis.
3. Encourage the advanced and promote development.
Second, the scope of performance appraisal
Online shop customer service group
Third, the performance appraisal cycle.
Taking the monthly assessment as the main method, the work performance of the online shop customer service team in that month was assessed, and the implementation time of the assessment began on June 7, XX.
Four. Contents and indicators of performance appraisal
(A) the content of performance appraisal
1, service level
Want Want Communication (consulting conversion rate, average response time, customer churn rate)
Order category (total order amount, effective order proportion, payment proportion, refund proportion, average customer unit price)
Other categories (proportion of customer complaints and abnormal orders)
2, management class
Timely submission of company reports, authenticity of report data and overall quality of reports.
(B) Data sources of evaluation indicators
1. Real-time monitoring of related performance software.
2. Visit the Customer Service Group.
(3) Assessment indicators
See Table 2 for the performance appraisal table of online shop customer service team, with a total score of 100.
Verb (abbreviation of verb) implementation of performance appraisal
1, the assessment is divided into self-assessment and manager assessment. The weights and assessment contents of the two types of assessment subjects are shown in the following table.
Assessor's weight assessment focus
The completion of 30% of the assessed's tasks.
Manager 70% "work performance, work ability.
Work cooperation and service "
2. Performance appraisal indicators
Application of intransitive verbs' performance evaluation results
1, ranking first in monthly comprehensive appraisal, and rewarding 100 yuan; At the end of the comprehensive ranking, deduct the commission 100 yuan.
2. Rank the last two in the monthly performance appraisal comprehensively, carefully analyze the reasons for backwardness, find improvement measures for the reasons, and submit the rectification plan within one week after the monthly performance appraisal report is issued.
3 for three consecutive months (quarterly) comprehensive evaluation ranked last, considering post adjustment. The performance appraisal scheme mainly includes customer service kpi appraisal standard, customer service kpi appraisal standard, Audi customer service specialist performance appraisal template, customer service supervisor performance standard, customer manager appraisal incentive mechanism, customer manager performance appraisal form, customer service supervisor performance standard, customer manager appraisal incentive mechanism and so on.
Customer Service Performance Appraisal Scheme Part II-1. Appraisal Purpose
1. In order to fairly and effectively evaluate the work performance, working ability and working attitude of customer service personnel, correct deviations in time, improve working methods, motivate people to strive for perfection, optimize the overall customer service team, and thus comprehensively improve customer service quality and enterprise benefits, this assessment scheme is specially formulated.
2. The performance appraisal results of customer service personnel will be used as the decision-making basis for the company's salary adjustment, training planning, job promotion and job transfer.
3. Incorporate performance appraisal into the company's management process, and form a two-way communication platform between employees and the company in the assessment, thus improving management efficiency and promoting the good operation of the company.
Second, the evaluation principle
Based on the principles of fairness, justice, guidance and encouragement, the assessment results of customer service personnel will be directly linked to the company's performance and personal performance, and performance appraisal will also be used as the main reference for salary, which directly determines personal income.
Third, the evaluation form
Mainly based on performance appraisal, comprehensive consideration is adopted in various appraisal forms to maximize the assessment benefits.
Fourth, the applicable object
This plan is applicable to all customer service personnel in our company. Please follow the plan and seriously implement it. If it is not convenient to implement it on time under special circumstances, they should be informed in time and then considered.
Verb (abbreviation for verb) evaluation cycle
According to the characteristics of customer service positions, the performance appraisal of customer service personnel shall be conducted every month, and the specific assessment time shall be discussed separately (at the end of each month or early next month).
Six, customer service personnel performance appraisal indicators
Performance appraisal index is a quantitative form of employees' work performance and work ability. By considering each quantitative index, the work performance, ability and attitude of customer service personnel can be reflected. According to the nature and content of customer service work, the performance appraisal indicators of customer service personnel are mainly divided into the following aspects:
1, indicator completion rate. Indicator completion rate, that is, the ratio of the sales actually completed by customer service personnel in a specific month to the planned sales, is expressed as actual sales/planned sales, such as A 10000/ month.
2. Inquiry conversion rate. Inquiry conversion rate, that is, the ratio of the number of customers who inquire about customer service to the number of people who finally place orders, is expressed as the number of people who finally place orders/the number of people who inquire about orders.
3, the final order success rate. The final order success rate, that is, the ratio of the number of customers placing orders to the number of final payers, is expressed as the number of final payers/the number of people placing orders.
4. Customer unit price. The unit price of customers, that is, the quantity of goods purchased by each customer in a specific period of time, is the ratio of the total sales amount executed and finally paid by Want Want to the total number of customers who place orders for payment, which is expressed as the total sales amount/number of paying customers in a specific period of time. It fully embodies the customer affinity and working ability of customer service staff.
5. Want Want reply rate. Want Want reply rate, that is, the ratio of the number of customers who reply through Want Want to the total number of customers received, is expressed as the number of customers who reply/the total number of customers received. If all the customers received answered, the answer rate was 100%.
6. Want Want response time. The corresponding time of Want Want refers to the average time difference between each customer query and customer service reply. Generally speaking, the response time of 40 seconds is relatively normal. The response time of a skilled customer service meeting is controlled at 20~30 seconds, which is directly related to the maintenance of customer attitude and customer relationship.
7. Assist in follow-up service. This item is only used as a working condition reference and will be adjusted according to the specific situation.
8. execution. Execution, that is, the customer service staff completes the tasks assigned by the superior supervisor within a specific time, which is considered and graded by the superior supervisor according to the working facts of the customer service staff.
The above indicators are mainly based on the actual work situation of customer service personnel and the corresponding data of customer service performance management system (such as red rabbit famous products). In addition, in the actual evaluation, in addition to the supervisor's evaluation combined with the actual work performance of the customer service staff, the customer service staff themselves also have the power and right to self-evaluate. The final evaluation result will be a comprehensive evaluation of the evaluation results of the above indicators.
Seven. Implementation process of evaluation
1. Appraisers must be familiar with the performance appraisal system, quantitative indicators and appraisal process, skillfully use performance appraisal tools, communicate with the appraisee (customer service personnel) in time during the appraisal and distribution process, and complete the appraisal objectively and fairly to ensure the smooth and effective development of the appraisal work.
2. According to the established assessment indicators and standards, the appraisers evaluate and score according to the indicator data and work performance of each customer service staff, and give specific scores for each indicator.
The full score of the whole customer service evaluation is 100, in which the indicator completion rate accounts for 30%(30 points), the inquiry conversion rate accounts for 30%(30 points), the order success rate accounts for 10%( 10 points), the customer unit price accounts for 5%(5 points), and the Want Want reply rate accounts for 5%(5)
After the completion of the above procedures, employees need to conduct self-evaluation, and the person in charge also needs to objectively evaluate employees in combination with their work performance and peacetime performance. Employee self-evaluation and supervisor evaluation will also serve as a reference for personal final rating and rewards and punishments.
3. Summarize the assessment scores of each indicator of each appraisal object and sort them from high to low. According to the total score, customer service personnel are divided into three levels: primary customer service, intermediate customer service and advanced customer service. In the two evaluations, if the score is above 90 points, the customer service level of the customer service staff will be designated as advanced customer service; If the scores of the two assessments are between 80 and 90, the customer service level is defined as intermediate customer service; 70~80 points twice, regarded as primary customer service. If the total score of an assessment is less than 70 points, it will be reminded and interviewed in depth. If it is still less than 70 points after guidance, it will be eliminated. The assessment of different levels of customer service personnel has different salary levels and post bonuses, aiming at encouraging Excellence.
4. Supplementary suggestions (to be discussed):
Every quarter or every year, according to the overall performance of customer service personnel at this stage, several "best customer service specialists" and "excellent customer service specialists" are selected for this quarter or this year, among which the proportion of the best customer service specialists is no more than 5% of all customer service personnel and the proportion of excellent customer service specialists is no more than 65,438+00%. Those who win such awards will receive special awards, such as giving special encouragement awards or rewarding travel.
VIII. Evaluation of Complaints
In order to ensure the perfection of the customer service assessment system and the effectiveness and fairness of the assessment results, this assessment appeal procedure is formulated. If there is any objection to the evaluation results made by the department and the person in charge, the employee can directly appeal to the department head, who will coordinate first. If there are still objections after coordination, you can appeal to the personnel department of the company, which will conduct specific investigation and coordination to ensure the objectivity and fairness of the evaluation results.
Nine, evaluation results and rewards and punishments
1. The above assessment results will be directly linked to salary, promotion bonus, job training and job promotion. The specific assessment grades and reward standards are as follows:
Evaluation grade and reward standard
Through the performance evaluation of customer service personnel, as well as the evaluation of key indicators such as index completion rate, inquiry conversion rate, order success rate and customer unit price, it is convenient to find out the advantages and disadvantages of each customer service personnel in time, follow up in time, take advantage of the situation, make up for shortcomings through scientific scheduling and appropriate training, and enhance personal ability and team strength. According to the assessment results in a specific period, the company will give outstanding employees material and spiritual support and encouragement, such as salary increase, training opportunities and job promotion, so as to encourage the customer service team to strive for Excellence. See the attached example for specific index calculation method and short board analysis.
2. Incentive method
3, the punishment method (depending on their own situation)
If the total score of the examination is below 70, and there is no obvious progress through the guidance and education, the employment will be terminated.
Customer Service Performance Appraisal Scheme Chapter III Chapter I General Provisions
Article 1, purpose
1. Evaluate employees' work performance, work ability and work attitude objectively and fairly, so as to motivate employees to continuously improve their work performance and their own ability and enhance the overall operating efficiency and economic benefits of the enterprise.
2. Provide decision-making basis for human resource management such as salary decision, training planning, position promotion and position rotation.
Article 2. Applicable object
This system is applicable to all customer service personnel of the company, but employees who have not been on the job for more than 2 months (including leave and other reasons) during the assessment period will not participate in this assessment.
Chapter II Contents of Performance Appraisal
Article 3, job performance
Work performance is mainly reflected in monthly sales and the completion of tasks assigned by superiors.
Article 4, Ability to Work
According to my actual work performance and comprehensive quality in all aspects, I evaluate my work skills and level, such as my mastery of professional knowledge, my ability to learn new knowledge, my communication skills, my language skills, etc.
Fifth, work attitude
Mainly evaluate employees' usual work performance, including customer disputes, enthusiasm, initiative, sense of responsibility, timeliness of information feedback, etc.
Chapter III Implementation of Performance Appraisal
Sixth, the evaluation cycle
Conduct monthly assessment on employees, with the implementation time of 5 ~ 10 days per month to assess the performance of last month.
Article 7. Implementation of evaluation
1. The appraiser evaluates the appraisee's work performance, work ability and work attitude according to the established appraisal indicators and standards, and determines the appraisal grade according to the appraisal score.
2. The appraiser should be familiar with the performance appraisal system and process, skillfully use relevant appraisal tools, () communicate with the appraiser in time, and complete the appraisal objectively and fairly.
Chapter IV Application of Evaluation Results
Article 8. Application of evaluation
Ninth, personal sales performance commission calculation method:
Article 10. Calculation method of sales performance commission of listed companies;
Public * * * sales performance commission = public * * * total sales performance ×0.5%÷ customer service number.
Article 1 1, calculation method of final salary:
Monthly salary = post salary+personal performance commission+public performance commission+seniority salary.
12, assessment rewards and punishments
Ranked first in the assessment for 3 consecutive months, giving a one-time 200 yuan reward; If you fail to pass the examination for three consecutive months, you will resign automatically.
Chapter 4 i. Purpose of Customer Service Performance Appraisal Scheme
1. In order to better guide employees' behavior, strengthen employees' self-management, improve work performance, tap employees' potential, realize better communication between employees and superiors, build an excellent team with development potential and creativity, and promote the realization of the company's overall strategic objectives.
2. In order to more accurately understand the basic situation of employees' work attitude, personality, ability and work performance, and provide information basis for the company's personnel selection, job transfer, rewards and punishments, training and career planning.
3 to provide personnel information and decision-making basis for the formulation of employee career development plan, employee salary (including adjustment) and related education and training.
4. Turn assessment into a management process, form a two-way communication platform between employees and the company in the same place, and improve management efficiency.
Second, the scope of application
Performance evaluation is mainly a regular evaluation of all regular employees, which is applicable to all regular employees in customer service department, including new interns, interns competing for posts, employees at special stages such as job transfer, promotion and demotion.
Third, the evaluation principle
1, based on the company's operating performance indicators, customer satisfaction, service attitude and related management indicators, as well as the actual work of employees.
The objective facts in the works are the basic basis;
2. Take the contents, procedures and methods specified in the employee appraisal system as the operating criteria;
3, comprehensive, objective, fair, open and standardized assessment concept as the core.
Fourth, assessment and evaluation.
1, evaluation result rating:
All kinds of assessment results are divided into five grades according to the total score of employee assessment: excellent, excellent, medium, to be improved and in urgent need of improvement, and are defined as: excellent, excellent, medium and in urgent need of improvement.
The total assessment score is above 95, 85-95, 70-84, 50-69 and below 50.
2. Assessment grade proportion control:
Excellent employees: no more than 65,438+00% of the total number of employees in the department (branch). Excellent employees: no more than 65,438+05% of the total number of employees in the department (branch). Medium-level employees: accounting for 65% of the total number of employees in this department (branch). Personnel to be improved: accounting for about 65,438+00% of the total number of employees in this department (branch). People in urgent need of improvement: about this department.
Note: Those who are listed as excellent or in urgent need of improvement in the assessment must also provide specific factual basis.
Verb (abbreviation for verb) evaluation procedure
General operating procedures for evaluation:
1. Employee self-evaluation: According to the "Evaluation Self-evaluation Form", the employee selects an appropriate evaluation scale for self-evaluation.
2. Re-evaluation by direct supervisor: The direct supervisor re-evaluates the performance of employees.
3. Indirect supervisor audit: The indirect supervisor evaluates the evaluation results and finally confirms them. Supplementary suggestions:
When there is a big gap between the direct supervisor's score and the employee's self-evaluation score, even across the file level:
1. The direct supervisor should let employees reevaluate themselves according to objective principles.
2. If the employee's self-evaluation score has not changed much again, the direct supervisor can re-evaluate and explain the situation to the employee's indirect supervisor.
3. When there is a grade difference between the employee's self-evaluation score and the score of the direct supervisor, it is suggested that the supervisor interview the employee and fill in the "Performance Interview Form".
When the employee's final evaluation score is classified as "urgent need for improvement" or "excellent"
1. It is suggested that the employee's supervisor interview the employee and fill in the performance interview form.
2. When necessary, specific facts can be attached as supplementary materials for the evaluation results. Note: Appraisal cycle can be defined as: monthly, quarterly and annual.
Sixth, the evaluation of complaints.
1. Appraisal appeal is a special procedure designed to make the appraisal system more perfect and the appraisal process truly open, fair and reasonable.
2. After discussing the contents and results of the assessment with the direct supervisor, if there is any objection, the subordinate can first lodge a complaint with the department head, who will coordinate; If the department heads still have objections after coordination, they can appeal to the personnel decision-making committee, and the HR Commissioner will investigate and coordinate.
3. Specific factual basis must be provided when evaluating complaints.
Seven, assessment and rewards and punishments
1. The company links the assessment results with the post allowance, and adjusts the post salary of employees according to the annual assessment results. The adjustment principle is as follows:
(1) Excellent employees: In principle, the post allowance will be increased by one level.
(2) Excellent employees: the post allowance will not be adjusted, and they can be promoted according to the post when the opportunity is appropriate.
(3) Intermediate employees: the post allowance will not be adjusted.
(4) Employees to be promoted: the post allowance will not be adjusted, but it will be listed as the mid-year assessment object.
(5) It is urgent to improve employees: the post allowance is reduced by one level and listed as the mid-year assessment object.
2. Handling of "to be improved" employees in annual assessment
(1) The post allowance will not be adjusted for the time being, and the promotion will not be handled before the mid-year assessment.
(2) If the mid-year assessment is rated as "to be improved" again, the post allowance will be reduced by one level. If the grade is above "to be promoted", the post allowance will not be adjusted, and promotion can also be carried out according to normal procedures.
(3) If the mid-year assessment is rated as "to be improved" again and is rated as "to be urgently improved" in the second year assessment, the company will terminate the employment relationship with the employee.
3. Employees whose annual assessment is "in urgent need of improvement".
(1) The post allowance of this employee will be reduced by one level after the annual assessment.
(2) At the same time, if the labor contract between the company and the employee expires before the mid-year assessment, the company will not hire the employee after the expiration of the labor contract. During this period, the post allowance of employees will be reduced by one level accordingly.
(3) If the labor contract between the company and its employees has not expired during the mid-year assessment, and the employees are still rated as "to be improved" or "in urgent need of improvement" after the mid-year assessment, the company will terminate the labor relationship with the employees; Those who are rated as "medium" or above will continue to be employed by the company, but the post allowance will not be adjusted before the second annual assessment begins.
Eight, performance management and performance evaluation should achieve the effect.
1, identify excellent conduct and performance, identify bad lines and performance, identify and distinguish employees, and make outstanding talents stand out;
2. Understand the conduct and performance level of everyone in the organization, and provide constructive feedback to let employees know the company's evaluation of his work, the boss's expectations and requirements for him, and what are the standards and requirements for outstanding employees in the company?
3. Help managers to strengthen the existing correct behaviors of subordinates, promote effective and continuous communication between superiors and subordinates, and improve management performance;
4. Understand the needs of employee training and education, and provide the basis for the company's training development plan.
5, the company's salary decision, the rise and fall of employees, job transfer, bonus payment, etc. Provide accurate and useful basis;
Nine. Processing of performance appraisal results
1. After summarizing the evaluation results, the front-line employees and managers are sorted by normal distribution: the first 10% is excellent, the second 15% is good, the third 10% is average, and the third 10% is poor.
2. The top 65,438+00% outstanding employees will be given directional salary increase or promotion, and the top 65,438+05% employees will receive one-time honor and material reward. Finally 10% is the object of demotion or termination of contract.
3. The top 65,438+00% enter the talent pool, and the Human Resources Department cooperates with the department heads to plan and guide the career development of these employees, and at the same time, it is the primary consideration for the promotion of important positions in the company.
4. The last 20% will carry out targeted training, education and promotion, and the human resources department will cooperate with the department heads to provide education, training, work performance improvement and other related guidance to these employees.
5. Those who do not cooperate with the work according to the regulations and requirements and provide false information in violation of regulations will be rewarded and punished in accordance with the relevant provisions of the 100-point assessment system.
Customer service performance appraisal scheme Part V I. Appraisal purpose and objectives:
Evaluate employees' overall work in the first quarter in a timely and fair manner, affirm employees' achievements, find problems, realize the purpose of mobilizing employees' work enthusiasm and initiative and improving work efficiency based on the principle of more work and more rewards and punishments, and then successfully complete the quarterly promotion task of the department through employees' active and efficient work, so as to achieve the ultimate goal of making greater contributions to the e-commerce department and promoting the company's performance.
Second, the evaluation principle:
The core assessment concept is comprehensive, objective, fair, open and standardized, based on the objective facts in employees' actual work.
Third, the applicable object:
This scheme is mainly applicable to full-time employees of the e-commerce department, who have passed the probation period and become full-time employees.
Four, the assessment type and time by row:
Assessment is divided into quarterly assessment and year-end assessment.
Quarterly assessment takes one quarter (three months) as an assessment cycle.
The year-end assessment takes one year as an assessment cycle.
Verb (abbreviation of verb) evaluation system;
In order to ensure the principles of fairness, justice, objectivity and comprehensiveness, an all-round and three-dimensional evaluation system is implemented, including employee self-evaluation, peer evaluation and manager re-evaluation.
Evaluation criteria of intransitive verbs:
Different jobs cannot be evaluated by the same standards. According to the nature of different job responsibilities, formulate assessment standards that can objectively reflect the actual work performance of employees.
The company's assessment criteria mainly include business performance, work attitude, post-holding ability and teamwork. Different types of employees have different weights for assessment criteria. The specific weight distribution is as follows:
What needs to be mentioned in particular here is that the business performance here mainly refers to "the quantity and quality of information", while the actual product sales are only used as a reference standard, because the main job responsibility of the e-commerce department is only responsible for "information", and how much information can be finally converted into sales is the core job responsibility and goal of the sales department.
VII. Evaluation procedures:
Employee self-evaluation-> peer evaluation-> manager evaluation
Eight, assessment results and corresponding rewards and punishments:
Remarks: salary structure: basic salary+performance salary+performance commission.
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