Excuse me, who has the code of conduct for call center quality inspection?

Job responsibilities and service code of conduct of the call hotline 1. The function of the call center is 1, which can timely and accurately answer users' calls, understand users' various service needs and problems, and provide corresponding answers, comfort and help. 2. Will be unable to solve the user problem in a timely manner to the corresponding departments to solve. 3. Pay a return visit to the users in time to understand the usage of the application system. 4. Pay a return visit to the solution of user demand problems, and supervise, inspect and track the solution of problems. Second, the main responsibility of the call hotline is 1, which is a hotline for incoming and outgoing calls. The second is to be responsible for the user's hotline consultation, information inquiry and the acceptance and answer of difficult questions. Third, we should use civilized language, be warm and thoughtful, and be serious and responsible when answering users' calls. Assist users to register information and change user information. 5. When you receive a difficult problem or cannot handle it, record the time, content and contact information of the call in detail. Give it to the second-line technicians for handling and specify the reply time. 6. Provide users with professional, fast and accurate information consulting services. 7. Keep user information and confidential data provided by users strictly confidential. Input the received questions into the call hotline. The time to solve the problem generally does not exceed 24 hours. 9. Serve the work arrangement and management of superior leaders. 10. Responsible for the cleaning of computers and office equipment and hot seats. 3. Opening remarks and greetings of the call hotline specification (1): "Hello, welcome to call the monitoring center to call the hotline. What can I do for you? " Hello, welcome to call the monitoring center hotline. what can I do for you? Hello, when the call hotline of the monitoring center encounters a silent call: Call agent: "Hello! What can I do for you? " Hello! Can I help you stop for 5 seconds or not? "Hello, what can I do for you? Hello, what can I do for you? " "There was a pause for 5 seconds, but the other party didn't respond, so he said," Sorry, there is no sound on your phone. Please call me again on another phone. There is no sound on your phone. I'm sorry to come, okay? Goodbye! "Stop five seconds to hang up, ok? Goodbye! (2) When you can't hear clearly (because the user uses hands-free), call the waiter: "Sorry, your voice is sorry, the voice is too low. Would you please pick up the receiver and speak? The voice is too low. Would you please pick up the receiver and speak? "When the user can't hear clearly in a low voice, when the call agent keeps his volume unchanged" I'm sorry! Would you please speak a little louder? "If you still can't hear clearly, call the agent:" I'm sorry! Would you please speak a little louder? Sorry, sorry! Your phone voice is too low. Please hang up the other line, or I'll call you. Excuse me! Your phone voice is too low. Please hang up the other line, or I'll call you back. " , and then hang up after 5 seconds. When the phone is too noisy to hear clearly, call the attendant: "Sorry, your phone is noisy". Sorry, it's too loud to hear clearly. Would you please call again on another phone? Goodbye! It's too loud to hear clearly. Would you please call again on another phone? Goodbye! "Pause for 5 seconds, and then hang up. Don't hang up directly. When the user speaks a dialect and can understand the Putonghua of the calling agent, the calling agent should continue to maintain the expression of Putonghua on the basis of understanding the dialect used by the user. Unable to convert to the user's dialect. (3) If the communication content is not clearly understood by the user, and the user needs to cooperate and repeat it, call the agent: "Excuse me, could you please repeat the problem just reflected?" You can't say, "hey, would you please repeat the problem you just reflected?" What? ! What did you say? " When the information provided is long and the user needs to record the relevant content, he calls the agent and says, "Would you please record it? Will you write it down? " Don't speak too fast without a hint. When the user wants to call other departments of the company directly, he calls the agent: "Sorry, sorry, sorry. Can you tell me the specific situation and contact number so that I can contact you? " Can you tell me the details and contact number, and I'll contact you? "(4) Complaints and Complaints When the user's complaint hotline is difficult to dial and the response is slow (including the phone rings three times before it is picked up), call the operator:" Sorry, the line was busy just now and kept you waiting! Excuse me, what's the matter I'm sorry to keep you waiting, because the line was busy just now. Sorry to help you? Help you? "You can't say," Hey, I can't help it. The line was busy just now! In a rage, the user swore and called the waiter: "I'm sorry, sir/madam, please forgive me, sir/madam, I'm sorry." what can I do for you? "Asked," what can I do for you? "At the same time, you should adjust your emotions and try to appease the users' emotions. If it can't be handled, report to the first-level operation and maintenance project manager immediately. You can't say, "Hey, watch your mouth, it's not my fault!" Or simply ignore the user. When the user blames the calling agent for being slow and unskilled, he calls the agent: "Sorry, sorry, sorry for waiting, I will help you as soon as possible. You wait, I will help you as soon as possible. "Don't say," Hey, sorry, I'm a novice! "When the user complained about the bad attitude of the call agent, he called the agent:" I'm sorry, because I'm sorry. I'm sorry that our poor service has caused you trouble. Please forgive me. Can you tell me the details? "Please forgive the trouble caused by our poor service. Can you tell me the details? " Carefully record the contents of users' complaints, and ask users to leave contact information and submit it to the first-level operation and maintenance project manager or supervisor for handling. Don't say, "Hello, I didn't answer the phone just now!" " When you encounter a user complaint that can't be answered on the spot, call the waiter: "I'm sorry, sir/madam, I'm very sorry, sir/madam, and I'm very sorry for your feedback. We will report to the superior as soon as possible, within hours (thank you for your feedback, we will report to the superior as soon as possible, and we will give you a definite answer within 2 hours (simply enter the hour). Goodbye! Give you a definite answer (complex complaint) within 24 hours. Goodbye! " Don't say, "Hey, I don't know. Please call back in a couple of days." For user complaints, at the end of acceptance, call the attendant: "I'm sorry, sir/madam, I'm really sorry, sir/madam, I'm sorry for your feedback, and we will report it to the superior as soon as possible, hours (thank you for your feedback, and we will report it to the superior as soon as possible and within 24 hours). See service time limit standard), give you a definite answer. Category and user category are different, see service time limit standard). Give you a clear answer, the user category is different. Goodbye. " Don't say, "Hey, it's okay, please hang up." (5) When the software and hardware fail to respond to the operation interface slowly or the user needs to wait for relevant information, first ask the user's opinion: call the attendant. Sorry, there is something wrong with the system. Would you please wait a moment? Sorry, call the agent after the response: "Sorry to keep you waiting." I can't keep you waiting without apologizing. Sorry, thank you! In case of equipment failure, abnormal service or abnormal database system, call the agent: "Sorry, the database or service or network is being adjusted, please come back later, ok?" Sorry, the database or service or network is being adjusted. Would you please come back later? Sorry, or the network is being adjusted, or please leave your contact information in time when the relevant equipment and applications are normal, and contact the user in time when the relevant equipment and applications are normal. When the user makes a suggestion, call the agent: "Thank you, thank you for your valuable suggestion, thank you for your timely feedback to the relevant responsible personnel of the company. We will give feedback to the relevant responsible personnel of the company in time, and thank you again for your concern and support for our work. " Thank you or praise! When the user's request is unreasonable and can't be done, call the agent: "I'm sorry, I'm afraid I'm sorry, I can't help you!" " Sorry, I can't help you! "or" I'm sorry, this is beyond the scope of our service. I'm afraid I can't help. Sorry, this is beyond our service scope. Help you. "You can't say," Hey, that's impossible. " Or "No, not at all! "When users thank the call agent, the call agent must respond:" Please don't mention it ". If the user likes it further, call the agent: "Please don't mention it, please don't mention it, angry" or "You're welcome, please don't mention it". This is what we should do or our job responsibilities. Thanks for your support. This is what we should do, or it is our job responsibility. Thank you for your support of our work. You are welcome to call again at any time. You are welcome to call again at any time. " Can't answer questions that users can't answer on the spot in a life-like tone: Call the agent: "I'm sorry, please leave your sorry, sorry contact number, and we will contact you as soon as possible after the inquiry, okay?" Your contact number, we will contact you as soon as possible after checking, ok? " Don't answer casually or self-righteous. (6) After explaining the conclusion to the user, you should confirm whether it is clear: call the agent: "Sorry, I just asked if I just explained it. Are you clear? You should explain to users that you are ignorant. Do you understand/are you clear? " If the user can't fully understand, reinterpret the blank space until the user understands. Don't say, "Hey, do you understand?" At the end of the call, you should ask the user if there is any other consultation: call the agent and say, "Is there anything else I can do for you?" Q: "What else can I do for you?" After confirming that the user had no other consultation, he said politely, "Thank you for calling. If you have any questions, please call again. Thank you. Goodbye! "Stop it, thank you for calling. If you have any questions, please call again. Thank you. Goodbye! Thank you for calling "hello, it's okay, please hang up." "If the user still doesn't hang up after the call: Call the agent: What else can I do for you?" "What else can I do for you? Is there anything else I can do for you? If the user still doesn't respond, call the agent: "Sorry, I hung up. "Then five minutes later, I'm sorry, I hung up. Sorry, I hung up. I can't just hang up.