Guidance: As the basis for promotion, dismissal and post adjustment, focus on the assessment of ability, ability play and work performance. The following is the performance appraisal method of call center staff I brought you, hoping to help you.
The performance management of call center should be combined with the company's call center work content and the company's long-term development goals. According to the experience of Yilun call center outsourcing, we can divide the performance management of call center into three parts, which can be divided into grass-roots employees, grass-roots managers and senior decision-making managers. For these three call center work modules, we should formulate corresponding performance appraisal and establish close relations between them in order to achieve good salary management purposes.
Performance evaluation criteria for grass-roots employees: For outbound marketing agents, reasonable performance setting is aimed at grass-roots agents. As an effective incentive means, post performance management can be divided into telephone traffic index, quality index and daily management index, but compared with incoming call center, performance index has no effect.
Traffic index refers to the number of telephone services completed by agents in a unit time, and the general calculation unit is one month. Managers can decompose the indicators according to their own management characteristics, so as to complete effective data management and timely follow-up.
1, flow assessment indicator
Traffic indicator = (number of outgoing calls (number of incoming calls)-number of customer complaints handled)/unit traffic indicator * 100%.
In the part of customer complaints, we should consider the influence of customer complaints and customer complaint handling on the performance appraisal of agents in combination with the company's situation. Taking the 5,000 calls assessed by the traffic index of an agent's monthly unit as an example, the call center agent who implements the first inquiry responsibility system may receive 500 customer secondary consultations and customer complaints within a month, so it is very important to subtract this part of the traffic, which can effectively improve work efficiency and reduce customer secondary inquiries and customer complaints.
Unit length indicator:
For the call center, whether it is an outbound marketing center that calculates the line cost or a service-oriented cost call center, it is the common pursuit of all call center operators to shorten the unit call duration while ensuring the call connection rate.
According to the relevant operation data, combined with the characteristics of the industry, the average call duration is specified, and the average call duration data of each agent can be directly generated by relying on the system.
2. Quality evaluation indicators
Service quality index = [(monitoring assessment score+dialing assessment score) /2? Number of customer complaints * customer complaint coefficient] * 100%
The quality inspection team provides the average monthly service quality score of the agents, and according to the service characteristics, the relevant modules are formulated according to the scripts and service modules to evaluate the service quality and related achievements. Grass-roots managers should provide dial-up data regularly according to the dial-up management system, and it is best for dial-up personnel to be composed of managers who are not in direct contact with agents.
Formulate relevant scoring units, such as monitoring and dialing scoring units, customer complaint coefficient, etc., and calculate relevant data with the above formula to obtain service quality indicators.
Training assessment index = average monthly training achievement? (Training Absence Times * Training Attendance Coefficient) * 100%
Agent's knowledge updating is the key to service quality control. Considering the difficulties in the daily implementation of employee training, training participation and training assessment scores are included in the service quality assessment system and employee performance assessment.
3. Daily evaluation indicators
Attendance and field work indicators
There is no fixed model for this assessment, and the call center is designated according to the self-management style. The assessment indicators of on-site work mainly play the role of supervising the order of on-site work and standardizing related work processes, and can be directly deducted or included in performance appraisal items.
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