Version 2.5 has the following changes on the basis of version 2.0:
Article 2 adds the contents of evaluation methods:
10. The appraisal and reward system of customer service department is also effective for employees on probation. In addition, probationary employees need special precautions:
Every employee resigns within one month after the training, and the salary will not be settled.
If you resign during the probation period, you need to pay half a month's salary as training expenses.
Those who perform well during the probation period and have good assessment results can apply for full employment in advance.
Version 2.0 has the following changes based on version 1.0:
Article 3 Specific scoring standard: Add the following contents to the standard of serious foul:
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.
Version 2.0 changes will take effect on February 10, 2006.
First, the purpose of formulating the reward and punishment system
In order to improve the work efficiency and quality of XXX, XXX and the on-site reception staff, and give them certain behavioral constraints, it is necessary to formulate corresponding reward and punishment measures according to the work discipline and work system of GM, CS and on-site reception.
Second, the evaluation method
1. The continuous working hours of each employee shall not exceed 18 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. Full score in the monthly exam 100. The total score of the month is above 100, and it is still calculated as 100.
6. Based on the particularity of customer service, customer service personnel are not allowed to take personal leave in principle.
Predictable personal leave shall be adjusted in the form of shift change, but the person in charge of customer service department shall be informed in advance, and the corresponding personnel shall be found to fill in the Shift Change Application Form before shift change.
Those who are absent from work without going through the shift change formalities in advance (or failing to inform the supervisor in case of emergency) are regarded as absenteeism.
If the cumulative duration of annual leave and leave adjustment exceeds 50 hours, the company can arrange leave according to the working conditions.
Employees must apply in writing four days in advance for annual leave and leave transfer, and generally only arrange daily shifts from Monday to Friday.
7. Each employee shall change shifts no more than three times a month, and each shift of two employees shall be counted as one. If there are more than three shifts a month, the assessment of that month will be deducted according to regulations, that is, the fourth shift will be deducted 5 points, the fifth shift will be deducted 10 points, and so on.
For example, if an employee changes shifts more than three times in a month, 5 points will be deducted for the assessment of the month after the fourth shift, 10 for the fifth shift and 15 for the sixth shift. Then the employee will be deducted 30 points for the shift change assessment in that month.
8. In order to assess everyone's understanding of the game content and work skills, all customer service personnel (including XXX, XXX, on-site reception) are regularly assessed on the game content and work skills. Game content and work skills are tested once a month in principle.
9. Define everyone's performance according to the final monthly assessment score, and the corresponding relationship between assessment score and performance:
The assessment score is > 90, showing a.
The assessment score is 80 ~ 90, and the performance is B.
The assessment score is 70 ~ 80, showing C.
The assessment score is 65 ~ 70, showing D.
The assessment score is 60 ~ 65 points, showing E.
Third, the specific scoring criteria
General bonus standard (including XXX, XXX, on-site reception)
Scoring criteria for scoring items
Find unknown bugs, plug-ins and other major situations that affect the balance of the game, and know the whole process in detail, and report it to the superior in time, and get confirmation (depending on the actual situation) 10 points/time.
The workload and quality of the month were the first in customer service, and there was no violation. 5 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.
In that month, the effective complaint rate of players was zero (implemented after the complaint channel was opened) 5 points/time.
For the management of the whole customer service team, reasonable suggestions can be put forward.
After the trial, the effect is ideal, and the team management is improved by 5 points/time.
Plus 10 points.
General deduction standard (including XXX, XXX, on-site reception)
Minor violation
Scoring criteria for scoring items
Deduct 2 points/time for not using Mandarin during working hours.
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 players' complaints in time during the shift change, impatience in responding to complaints, unfriendly 5 points/time.
Leave the post on duty for more than 5 minutes, without informing the superior for 5 minutes/time.
Failing to finish the work assigned by the customer service team leader in time and effectively or failing to release the game announcement and notice in time, 2-5 points will be deducted/time.
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.
Under normal workload, players' complaints are not solved in time, and 5 points will be deducted/time.
Has been absent from the regular meeting of the department (no points will be deducted due to illness, and medical records or relevant certificates are required) 5 points/time.
Customer service information input error deducted 2 points/time.
Customer service exam, the score is 80 ~ 89.2 points/time.
Customer service exam, the score is 60 ~ 79.5 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.
Moderate violation
Scoring criteria for scoring items
If there are more than 3 shifts in the month, the fourth time will be 5 points, the fifth time will be 10 points, and the sixth time will be 15 points, and so on.
The frequency of the shift in the current month, if the shift has not been retired before the end of the month, is 10 minute/time.
Watch and play online movies, play games that are not operated by our company, sleep during work hours, etc. 10 minute/time.
Talk about things unrelated to work with BQQ during work hours. 10 minute/time.
Problems that cannot be dealt with immediately in player complaints are not recorded, or relevant information is lost 10 score/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.
Serious violation
Scoring criteria for scoring items
Punch 20 points/time on behalf of other employees.
Absenteeism 20 points/time
In case of an altercation, dispute or conflict (effective complaint) with a team member on duty, 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 failed to perform their duties well in that 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.
If you use your work account outside the company or disclose it to others, including forums and game accounts, you will be dismissed directly.
Discard the player's personal data or game character information and dissolve directly.
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.
Disclosure of company or product secrets to players, direct dismissal and accountability.
Deduction standard within each team's responsibility:
XXX
Scoring criteria for scoring items
During the shift, forum players ask questions about posts, but fail to reply to each post or fail to reply within 15 minutes, and 2 points will be deducted each time.
If you don't stop the illegal behavior in the game in time during the duty time, you will be deducted 5 points/time.
You need to log in to the game with a non-working account during non-working hours for 5 minutes/time.
At any time as a GM, there is a dispute or conflict with the player, 5 points/time.
XXX personnel use XXX instructions in front of non-XXX personnel or external department personnel; Non-XXX personnel or personnel from other departments are allowed to stay in XXX work area for 5 minutes/time when there is no need for work.
Found game bugs, plugins, etc. And did not immediately report to the superior 10 points/time.
When using a non-XXX account, reveal your XXX identity to the player 10 points/time.
Communicate privately with players, such as notifying players of activities in advance. 10 minute/time.
Leak my communication tools (such as QQ, MSN, mobile phone number, etc.). ) Give players a certain impact and consequences, 20 points/time.
XXX
Scoring criteria for scoring items
The phone rang three times and still didn't answer for 2 minutes/time.
In a normal call, hang up the phone for 2 minutes/time before the player finishes speaking.
Misspelled words in customer replies such as emails 1 minute/time.
5 points/time will be deducted for accepting the player's complaint but not accurately entering it into the customer service background in detail.
No reply within 15 minutes after receiving the email, 5 minutes/time.
If you don't reply within 1 day after receiving the fax, 5 points will be deducted/time.
Failure to publish forum announcement information within the specified time limit: 5 points/time.
Hang up the customer service phone without permission, so that players can't score 5 points/time.
Complained more than 3 times in the month (valid complaints, including 3 times) 10 score/time.
Using the telephone system to deal with things unrelated to work (such as chatting with others and calling others' phones or mobile phones many times) has certain influence and consequences 10 score/time.
Live reception
Scoring criteria for scoring items
Help players enter account information and activity content, 5 points/time.
Concealing and tampering with player complaints 10 points/time
Recording or stealing the player's account information privately will have a certain impact and lead to direct dismissal and accountability.
5 points/time will be deducted for failure to operate according to the specified event handling process.
During the event handling, players complained (valid complaints) 10 points/time.
In addition, in the monthly assessment, the training specialist can give extra rewards and punishments according to the overall performance of each player this month (refer to the above work assessment rules), and the score fluctuates between-5 and 5, and the reasons for the extra rewards and punishments must be explained.
Bonus standard for each team leader
Scoring criteria for scoring items
The customer service staff of this group found the unknown bugs, plug-ins and other important situations that affected the game balance, and were able to understand the whole process in detail, and promptly reported it to the superior, and confirmed it (depending on the actual situation) for 5 points/time.
In case of emergency or shortage of staff during activities, the company can take the initiative to replace the class, 5 points/time.
This month, the complaint rate of this group of players is zero (implemented after the opening of the complaint channel) 5 points.
The total score of workload, quality and business test this month is the top 5 in each group.
The customer service exam scored 5 points.
For the management of the whole customer service team, reasonable suggestions can be put forward.
After the trial, the effect is ideal, and the team management is improved by 5 points/time.
Plus 10 points.
Deduction standard for each team leader
Scoring criteria for scoring items
5 points/time will be deducted for not arranging the cleaning of this group after work.
Each team member fails to fill in the handover record and related forms, and the team leader fails to find or supervise them in time, 5 points/time.
Team members made mistakes, and team leaders failed to find and correct them in time. 5 points/time.
Improper work assignment of team members leads to 5 points/time missed.
Misleading team members or failing to guide team members correctly will be deducted 5 points/time.
Failing to report the abnormal situation found in the work to the superior in time 10 score/time.
Deduct 2 points/time for not using Mandarin during working hours.
After the shift change, my office desktop was messy for 2 minutes/time.
Arrive late and leave early for 2-5 minutes/time.
Customer service exam, the score is 80 ~ 89.2 points/time.
Customer service exam, the score is 60 ~ 79.5 points/time.
Customer service exam, the score is below 60, 10 score/time.
Failure to deal with emergencies within the process control time, exceeding 1~ 10 minutes, lasting for 5 minutes/time.
Unexpected events are not handled within the process control time, exceeding11~ 30min10min/time.
Failure to deal with emergencies within the process control time, exceeding 30 minutes and 20 minutes/time.
Failing to carefully record and fill in the handover record and related forms 10 score/time.
Download and install the software in the working machine without the approval of the supervisor, 10 minute/time.
At any time, as an official, there is a dispute or conflict with the player, 20 points/time.
Smoking or dining or eating puffed food, melon seeds, etc. In the office area, it is 5 points/time.
Failure to solve player complaints in time under normal workload 10 score/time.
Deduct 20 points/time for loss of relevant work materials.
If there are more than 3 shifts in the month, the fourth time will be 5 points, the fifth time will be 10 points, and the sixth time will be 15 points, and so on.
The frequency of the shift in the current month, if the shift has not been retired before the end of the month, is 10 minute/time.
Reveal your official identity to the player, 20 points/time.
Skip unprocessed problems or other work records without permission 10 minute/time.
Punch 20 points/time on behalf of other employees.
Absenteeism 20 points/time
Leak my communication tools (such as QQ, MSN, mobile phone number, etc.). ) Give players a certain impact and consequences, 20 points/time.
In case of an altercation, dispute or conflict (effective complaint) with a team member on duty, 20 points will be deducted/time.
Bring non-company personnel into the work area and directly dismiss them and investigate their responsibilities.
Dismantle the company's equipment without permission, take it out of the company and dismiss it directly and investigate the responsibility.
Use the work account outside the company or disclose it to others, including forums and game accounts, and directly dismiss and investigate the responsibility.
Discard the player's personal data or game role information, directly dismiss and investigate the responsibility.
Direct dismissal and accountability for malpractice by taking advantage of authority.
Disclosure of company or product secrets to players, direct dismissal and accountability.
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.
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 200 yuan. Each assessment score corresponds to 10 yuan.
3. For example:
A. If the employee of Party A reaches 80 points this month, the salary of that month will remain unchanged.
If the employee of Party B scores 9 1 this month, the salary of that month will increase 1 10 yuan.
If the employees of Party C and Party C score 68 points this month, the salary of that month will be deducted 120 yuan.
If the assessment score of D and D employees is lower than 60 points this month, the company has the right to terminate the labor contract.
4. From the third month of employment, employees began to implement performance salary floating. Only the scores are assessed in the first two months, and the salary does 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.
Date of implementation of intransitive verbs
This system has been implemented since 2006 1 month 1 day.
Copywriting like this is classified according to different job responsibilities.
You have to give me 50 points By the way, I'm also the manager!