bpo中心運(yùn)營(yíng)項(xiàng)目管理手冊(cè)

1、BPOBPO中心運(yùn)營(yíng)項(xiàng)目管理手冊(cè)中心運(yùn)營(yíng)項(xiàng)目管理手冊(cè)2.1項(xiàng)目培訓(xùn)...........................................................................................................................................................293.項(xiàng)目質(zhì)檢........................

2、..............................................................................................................................................393.1質(zhì)檢流程.....................................................................

3、.....................................................................................393.2質(zhì)檢監(jiān)聽(tīng)標(biāo)準(zhǔn)............................................................................................................................

4、.......................403.2質(zhì)檢評(píng)分標(biāo)準(zhǔn)...................................................................................................................................................413.3質(zhì)檢方法..............................

5、.............................................................................................................................443.4質(zhì)檢信息反饋與交流.................................................................................

6、......................................................444.項(xiàng)目流程及準(zhǔn)則..........................................................................................................................................................4

7、4目的.........................................................................................................................................................................444.1呼入流程.......................................

8、....................................................................................................................454.2呼出流程...............................................................................................

9、............................................................474.3突發(fā)事件控制流程...........................................................................................................................................484.4投訴及

10、不能解答問(wèn)題處理流程.......................................................................................................................494.5問(wèn)題升級(jí)處理流程..............................................................................

11、.............................................................494.6員工投訴流程...................................................................................................................................................4

12、94.7設(shè)備故障處理流程...........................................................................................................................................505.項(xiàng)目績(jī)效管理...........................................................

13、..............................................................................................505.1項(xiàng)目績(jī)效.....................................................................................................................

14、......................................505.2員工績(jī)效...........................................................................................................................................................506.項(xiàng)目結(jié)算..........

15、.......................................................................................................................................................517.項(xiàng)目交接管理...........................................................

16、..............................................................................................527.1項(xiàng)目承接.....................................................................................................................