呼叫中心質(zhì)檢組工作手冊

1、Page1of20呼叫中心質(zhì)檢組工作手冊質(zhì)檢組的職責(zé)....................................................................................................2質(zhì)檢組的架構(gòu).......................................................................................

2、.............2質(zhì)量管理工作分配表..........................................................................................3質(zhì)量管理責(zé)任分配.............................................................................................3質(zhì)檢組工

3、作標準操作標準..................................................................................4?質(zhì)檢人員調(diào)配的標準操作規(guī)程（SOP1）.....................................................................................................4?業(yè)務(wù)培訓(xùn)的標準

4、操作規(guī)程（SOP2）............................................................................................................4?業(yè)務(wù)培訓(xùn)考核的標準操作規(guī)程（SOP3）.................................................................................

5、....................4?業(yè)務(wù)周期考核的標準操作規(guī)程（SOP4）.....................................................................................................5?質(zhì)檢指引的標準操作規(guī)程（SOP5）...........................................................

6、.................................................5?班前會的標準操作規(guī)程（SOP6）................................................................................................................6?案例分析的標準操作規(guī)程（SOP7）......................

7、......................................................................................6?質(zhì)檢日志（周報、月報等）的標準操作規(guī)程（SOP8）...............................................................................7?質(zhì)檢總結(jié)的標準操作規(guī)程（SOP9）.........

8、...................................................................................................7?質(zhì)檢會議的標準操作規(guī)程（SOP10）.....................................................................................................

9、.....8?質(zhì)檢校正的標準操作規(guī)程（SOP11）..........................................................................................................8?投訴處理的標準操作規(guī)程（SOP12）.....................................................................

10、.....................................9?錄音監(jiān)聽評分的標準操作規(guī)程（SOP13）...................................................................................................9?質(zhì)量扣罰的標準操作規(guī)程（SOP14）..........................................

11、..............................................................10?質(zhì)檢仲裁的標準操作規(guī)程（SOP15）........................................................................................................10?階段性質(zhì)檢主題的標準操作規(guī)程（SOP16）.........

12、....................................................................................11?質(zhì)檢工作時間分解的標準操作規(guī)程（SOP17）..........................................................................................11?質(zhì)檢班長工作時間分解的標準操作規(guī)程（

13、SOP18）..................................................................................12質(zhì)檢組常規(guī)質(zhì)量管理工作文檔.........................................................................12?質(zhì)量管理文檔列表.................................

14、......................................................................................................12?質(zhì)檢班長工作文檔...........................................................................................................

15、............................13?質(zhì)檢工作文檔..............................................................................................................................................13質(zhì)量管理詞典.................................

16、.................................................................14?實際操作篇..................................................................................................................................................1

17、4?質(zhì)量分析篇..................................................................................................................................................15?評分標準篇...........................................................

18、.......................................................................................172007年4月1日發(fā)布2007年4月1日實施Page3of20質(zhì)量管理工作分配表工作內(nèi)容工作內(nèi)容主要執(zhí)行人主要執(zhí)行人具體操作具體操作主要關(guān)聯(lián)人主要關(guān)聯(lián)人具體操作具體操作業(yè)務(wù)培訓(xùn)項目組組織員工、主持培訓(xùn)質(zhì)檢組參加旁聽、監(jiān)查補充、驗收效果業(yè)務(wù)培訓(xùn)考核項目組編撰考核試

19、卷，組織員工考核質(zhì)檢組考核試卷批閱，提交考核分數(shù)業(yè)務(wù)周期考核項目組編撰考核試卷，組織員工考核質(zhì)檢組考核試卷批閱，提交考核分數(shù)錄音監(jiān)聽評分質(zhì)檢組監(jiān)聽評分、反饋指導(dǎo)、張貼公布項目組監(jiān)聽錄音、現(xiàn)場巡檢質(zhì)量扣罰項目組確認扣罰情況、遞交員工簽名質(zhì)檢組監(jiān)查嚴重問題、提交扣罰憑單投訴處理質(zhì)檢組復(fù)核問題情況、提交反饋意見項目組接收傳達投訴信息、反饋意見質(zhì)檢指引質(zhì)檢組制定質(zhì)檢指引工作，向員工傳達項目組了解質(zhì)檢指引工作內(nèi)容質(zhì)檢日志（周報、月報）質(zhì)檢組撰寫、

20、發(fā)送《質(zhì)檢日志（周報、月報）》項目組接收、閱讀《質(zhì)檢日志（周報、月報）》（參與部分撰寫）質(zhì)檢總結(jié)質(zhì)檢組撰寫、發(fā)送《質(zhì)檢總結(jié)》項目組接收、閱讀《質(zhì)檢總結(jié)》班前會項目組點評服務(wù)質(zhì)量情況及問題質(zhì)檢組參加旁聽、監(jiān)查補充、驗收效果案例分析質(zhì)檢組提供錄音、分析講解（班會、培訓(xùn)）項目組參加旁聽、監(jiān)查補充、驗收效果質(zhì)檢會議質(zhì)檢組總結(jié)服務(wù)質(zhì)量情況，匯總問題、分析原因、制定解決方法項目組參加會議，進行交流，確定班前會質(zhì)量方面點評內(nèi)容質(zhì)檢校正質(zhì)檢組交流質(zhì)檢心

21、得，校正監(jiān)聽評分標準項目組參加旁聽、監(jiān)查補充、驗收效果質(zhì)檢仲裁仲裁組對服務(wù)質(zhì)量問題予以最終裁決評判質(zhì)檢組項目組表達各自觀點，陳述異議質(zhì)量管理責(zé)任分配分配基本原則：分類、分級?分類原則結(jié)合《質(zhì)檢監(jiān)聽評分標準及說明》，可以將服務(wù)質(zhì)量分為兩大類：服務(wù)素質(zhì)質(zhì)量、服務(wù)能力質(zhì)量。服務(wù)素質(zhì)質(zhì)量：開場白及掛機、服務(wù)態(tài)度、服務(wù)用語、語音語速，共4項；服務(wù)能力質(zhì)量：聆聽能力、表達能力、主動推介、靈活處理、雙向溝通、業(yè)務(wù)能力，共6項。?服務(wù)素質(zhì)質(zhì)量由質(zhì)檢組負