呼叫中心服務(wù)外包項目投標書

1、天津空港經(jīng)濟區(qū)呼叫中心服務(wù)外包項目投標文件技術(shù)標招標人：招標代理：投標單位：編制日期：天津空港經(jīng)濟區(qū)呼叫中心服務(wù)外包項目應(yīng)標書第頁共179頁33.3.2項目人員組織結(jié)構(gòu)圖............................................................................................423.3.3任職資格與崗位職責...........................

2、.................................................................433.3.4人員招聘................................................................................................................473.4人員培訓方案.....................

3、.....................................473.4.1培訓總體目標........................................................................................................483.4.2培訓總體目標.....................................................

4、...................................................483.4.3培訓方式................................................................................................................483.4.4初期運營培訓.................................

5、.......................................................................493.4.5在崗專業(yè)培訓........................................................................................................513.4.6技術(shù)技能培訓...................

6、.....................................................................................523.5質(zhì)保證方案............................................................543.5.1監(jiān)控方式......................................................

7、..........................................................543.5.2監(jiān)控頻率................................................................................................................543.5.3抽樣方法............................

8、....................................................................................543.5.4評估標準................................................................................................................553.5.5評估結(jié)果的反

9、饋...................................................................................................563.6考核和管理方案........................................................563.6.1專業(yè)化考核........................................

10、....................................................................563.6.2服務(wù)能力評估........................................................................................................583.6.3服務(wù)水平評估......................

11、..................................................................................603.6.4服務(wù)質(zhì)量評估........................................................................................................623.6.5生產(chǎn)效率評估........

12、................................................................................................663.6.6客戶滿意評估........................................................................................................683.6.7

13、業(yè)務(wù)服務(wù)評估........................................................................................................703.7業(yè)務(wù)及工作流程........................................................713.7.1業(yè)務(wù)流程...............................

14、.................................................................................713.7.2管理流程................................................................................................................733.8日常運營評估報告體系.

15、................................................793.8.1報告類別...............................................................................................................803.8.2報告圖例.......................................