2015 call center work summary

Call center work summary

First, change the concept and actively adapt to new jobs

I was deeply embarrassed and nervous when I received the heavy responsibility of hosting the call center at the beginning of the year. At first I didn't know where to start, I always worried about it, worried about doing it badly, always thinking about shrinking. When my spirit was decadent, Chairman Cai of the customer service department constantly encouraged me to build my confidence and constantly inspired me to support my progress. He taught me carefully: how to manage well and how to be a leader in the department. Don't be afraid of difficulties, the method is always more difficult, don't let down the trust of the company's leaders, and must lead the employees of the call center to successfully go on. Meditate to think about it, in fact, I am not a tortoise, I do not know why this is a bit timid? I constantly warned that I can not back down, can not live up to the trust of the leadership and the expectations of colleagues. I am the backbone of the department. I can't influence the fighting spirit and enthusiasm of everyone in the call center. With this belief, I constantly adjust myself to new jobs. Fortunately, the overall quality of call center employees is high, they can work together to support me and work diligently to do all the work of the department. With the care and encouragement of the leaders, with the cooperation of colleagues, my work has been from the initial ignorance to the current chest, from the initial ignorance to the gradual to the right track.

Second, study hard, and constantly improve their self-cultivation, business ability and management level. Zhuangzi said that my life is boundless, and knowledge is boundless. The breadth of knowledge determines the breadth of thinking. The breadth of thinking determines the strength of ability. The ability to play depends on the reserve and use of knowledge. The accumulation of knowledge depends on continuous learning. In order to constantly adapt to my job, in order to constantly adapt to the new situation of development, I have tried my best to learn all kinds of knowledge: First, actively participate in various learning activities organized by the company, including internal training and outing training; Second, actively learn digital TV. Expertise, including company tariff policy, BOSS2.0 system knowledge, broadband troubleshooting knowledge, etc. Third, actively learn business knowledge, including advanced management methods and workflow. Through learning, we constantly use our knowledge to enrich our brains and apply knowledge to practical work. Doing in school, doing middle school, constantly improve your communication skills, coordination skills, ability to deal with problems and solve problems.

Third, down-to-earth, earnestly perform duties, do a good job, establish and improve various management systems

According to the department's job responsibilities, combined with the company's relevant requirements, the "call center work function and the operator's job responsibilities" were further clarified, and the "call center work flow" and "customer service personnel service specification" were refined, and the call center performance evaluation system was gradually improved. According to the company's work style construction requirements, the "Call Center Work Style Construction Assessment Measures" was formulated; according to the daily work related requirements, the department's "Time Record Filling Requirements" and "Related Service Answers Caliber" were stipulated. Through the establishment and improvement of a series of business normative files and service standard files, management has rules to follow, so that employees have rules to follow. In short, work around a core principle, that is, everything around the work, how to improve the quality of service, how to improve work efficiency, how to make the company and users satisfied with the work of 96296 to carry out work.

2, do a good job in employee learning and training

Continuously strengthen departmental learning and create a good learning atmosphere within the department. Regular and irregular study and training work is carried out according to the actual situation of the work. Train customer service representatives on professional knowledge, traffic systems, company policy systems, customer service representative duties, service specifications and skills, and call acceptance specifications, on average 2 times a month, and require everyone to have a learning record. At the same time, timely and effectively do a good job in pre-employment training and induction training for new employees. Through training, we continuously improve the business capabilities of our employees and improve the level of customer service. 3, traffic work

Do a good job in traffic monitoring

On-site monitoring of customer service representatives to call, find attitudes, tone, answer and other unqualified calls, promptly remind and urge to correct. I will point out the common problems found, or the violation of the principle, in the monthly meeting, and urge everyone to correct.

Unified answer

Because of the vast amount of knowledge required for traffic work, it involves company policies, business knowledge, handling methods, and various types of

Troubleshooting and so on. In the specific work, I will classify related issues. On the basis of grasping the company's policies, we will coordinate the operational procedures of relevant departments and unify the answers to relevant questions. The call center has the same caliber and is the same.

Reasonably arrange the class schedule to improve the manual connection rate

Due to the shortage of personnel, the situation of manual answering is more serious. We refer to the shift schedule of the Taizhou Call Center, and appropriately extend the working hours of one or two shifts. The customer service representative has at least one person per hour and the highest peak hour is 3 people per hour. This not only ensures 24 hours of uninterrupted answering, but also arranges more seats on the line during peak traffic, so that the work efficiency of the personnel is fully applied. In May of this year, a total of 46,081 call calls were made, and the connection rate gradually increased, from 46.05% in January to 82.44% in May and 1,504 outbound calls.

Handling difficult problems after 96296 traffic upgrade

As one of the channels for users' difficult problems and user complaints, 96296 echoes customer service representative service requests, answers difficult calls, resolves user conflicts, and handles difficult problems after traffic upgrades. It is also my job. In the principle of resolving user conflicts and not increasing the pressure of superior departments to deal with difficult problems. If you encounter a complaint that is not within your scope of responsibility, you will contact and coordinate with the relevant department. By the end of May, 298 questions and complaints had been accepted, of which 70 were processed by the Ministry of Auditing.

Timely monitoring and repairing information, coordinating and handling customer repairs

Pay close attention to user repairs in a timely manner, and urge customer service to do detailed registration of customer information, including customer name, address, contact number, etc., and be accurate. Especially during the Spring Festival and holidays, always remind the customer service alarm bells, found major failures, immediately start the major emergency response process according to the work flow, and never let the 96296 work normally and orderly. Carefully supervise the work order process. As of June 10, a total of 9712 registrations were sent to the maintenance department, including 7,381 digital televisions, 382 interactive, and 1949 broadband. After the work order is returned, the customer service is urged to timely sell the order, and the customer is randomly selected to conduct a return visit to solicit and understand the customer's reflection on the quality of the service and the attitude of the service.

4, telephone marketing work

In February, according to the requirements of the company and customer service department, the call center accepted the actual marketing indicators of telephone marketing. We promptly decomposed the task and signed a target responsibility letter with each employee, that is, each person completed 10 family portraits per month, 4 interactions, 4 broadband, and completed in 10 months. Although the objective situation is more severe, most of our comrades have not given up the belief in completing the task, and they are struggling to find the market that belongs to our call center. In May, a total of 319 family portraits, 45 interactions and 66 broadband lines were completed.

Fourth, the shortcomings in the work

In the past six months, I have gained a lot of exercise and growth. With the support of the leaders and the close cooperation of all the colleagues, the call center is running in an orderly manner and has achieved certain results. At the same time, there are some shortcomings: First, personal aspects: personal ability needs further improvement, including business capability and coordination. Communication skills, organizational management skills; work methods need to constantly try and innovate, to find ways to rationally arrange shifts, to find ways to improve employee productivity, to find ways to improve employee enthusiasm, to find ways to create a good working atmosphere; work The thinking needs to be continuously broadened. It is necessary to think more about the problem from the company and the overall situation. It is necessary to think more about the interests of the department. Second, the department work: strengthen the learning and training for the weak links of business knowledge; the work process should be further refined; in the case of personnel in place , strengthen the return visit work and improve customer satisfaction.

The first half of the year is about to pass, and the achievements and shortcomings will become the starting point for future work. I will be based on my position, unite my employees, foster strengths and avoid weaknesses, boldly explore and work hard to improve the company's image and make our company's goals and tasks. Contribution.

Call center work summary

First, to provide a one-stop service image: there is no longer a phenomenon of "kicking the ball", will not turn the customer's phone, and finally lost.

Second, improve work efficiency: effectively reduce talk time, reduce network costs, improve the business volume of employees / agents, transfer the future words to the correct extension in the first time, find problems through the call center and solve them . At the same time, the automatic voice response system can free employees from the complicated work, manage more complex and direct business dealings with customers, and improve work efficiency and service quality.

Third, open source and throttling: the call center unified voice and data transmission, users can easily obtain the data in the database through voice prompts, effectively reducing the length of each phone, each agent staff within a limited time Can handle more calls, greatly improving the efficiency of telephone processing and the utilization of the telephone system.

Fourth, improve customer service quality: Automatic voice equipment can provide polite and enthusiastic service without interruption, even in the evening, you can use automatic voice equipment to extract the information you need. Moreover, due to the increase in the processing speed of the telephone, the waiting time on the subscriber line is greatly reduced.

5. Retain customers: Provide tools such as customer analysis and business analysis to help you judge the most valuable customers, reward your old customers, find out the needs of customers and meet their needs, thus improving customer service and retention. Customer's purpose.

Sixth, bring new business opportunities: understand the true value of each call, improve efficiency, increase revenue, enhance customer value, use technology investment, you can better understand your customers, close your contact with customers, and make you Products and services are more valuable. In particular, new business opportunities may be captured from every call.

Call center work summary

For a customer service representative, the feeling of doing customer service is like a person who has learned to eat pepper. The whole process feels the most word: spicy. If one day you are used to this taste, you will no longer be coughed by this taste or your nose will shed tears, which means you are already a very experienced old employee. I came from the front line staff, so I know this taste. As a squad leader, in the work of the squad leader for nearly two years, I have been constantly exploring, trying to find another kind of taste, which can dissolve and ablate the "spicy" taste generated by the user at the front desk. This is the operator's emotional management. . After all, most people need to manage, control and adjust their emotions.

Before each new employee goes online, I will tell them that a good customer service representative, only skilled business knowledge and superb service skills are not enough. Try to improve as a customer service representative based on the following two points. The professional psychological quality must learn to make the boring and monotonous work vivid, and learn to regard work as a kind of enjoyment. First of all, for the user to treat each other with sincerity, as a loved one or a friend, sincerely provide users with effective and effective consultation and help, this is one of the prerequisites for happy work. Then, when providing advice to users, listen carefully to the user's problem instead of paying attention to the user's attitude, so that they will remain calm, analyze and guide them carefully, extinguish the emotional anger of the user, and prevent the fire from burning due to service attitude. The oil caused a bigger complaint from the user.

In addition, in the usual traffic management, I have been looking for a balance between the two management modes of humanized management and institutionalized management. In order to prevent employees from being frustrated when they are punished for violating the rules and regulations, affecting service attitudes, a more effective way is to find employees to communicate before the punishment. The best way is to push others and feel that they are growing up in error. As long as a person is brave enough to face and bear the consequences of his own mistakes with a certain heart and mind, there is no way to go. As the saying goes: knowing the mistake can change, good and bad. Therefore, there is no need for long-term depression and escaping for the mistakes that I have made. It is the most rational choice to work in life, and it is also the best lubricant for dealing with employees. Only in this way will we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employee sentiment and maintain a good service attitude.

Of course, while constantly implementing our own experiences and ideas and achieving certain results, we are more like a screw in this important position, with the front desk, back office, team leader, quality inspection and department of this department. The managers cooperate effectively and communicate with other groups or departments in a more harmonious manner, and the traffic management work is carried out in an orderly manner. In the process of doing my best to do the best, the team's two-character will be particularly profound. I was touched by such a story:

At the time of the flood, the people gathered on the dyke stared at the fierce waves. Suddenly someone exclaimed; "Look, what is that?" A black spot like a human head drifted down the waves, and everyone was preparing to rescue when they were closer. "That is the ant ball." An old man said; "The ant is very spiritual. There is a year of water, I have seen an ant ball, as big as a basketball. When the flood arrives, the ants quickly embrace the group. With the waves drifting, some of the ants on the outer layer of the ant ball will be driven into the water by waves. But as long as the ant ball can land, or can encounter a large drift, the ants will be saved." For a long time, the ant ball was beached. The ant colony, like a warrior on the landing boat, opens layer by layer and rushes into the embankment in a row. A small group of ant balls left in the water on the shore. That is the heroic victim of the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still tightly held together. So calm, so tragic ------ So I started to work for it: a cohesive team should be able to quickly huddle together in a dangerous situation to produce amazing power and finally get out of danger." Ant Ball", in the mutual help and solidarity of all the employees in our call center, not afraid of the user's unreasonable entanglement, not to be surprised by the eccentricity of the complainant, hehe, a lot of harassing users and what to prevent!

Fortunately, our call center itself is a team full of passion and vitality, and everyone in it actively participates in the construction of this team in the dynamic support of “going against the water, not going back”. In cooperation with another squad leader, we have learned from each other's strengths and weaknesses, and added support from the department manager and a friendly smile. No matter what difficulties we encountered, we can unite and seek for it. The effective treatment method will overcome the difficulties and carry out the traffic management work day. As we all know, the business of public telephones has always been the focus of user disputes and complaints. The public and card users have the highest complaint rate in the call center every month for business reasons. A large part of the work of the squad leader is derived from this, so In dealing with such complaints, you are always on the ice, be cautious, lest you cause a leap-level complaint due to poor handling. Whenever encountering complaints that are difficult to decide or have a large impact, the help and guidance of the superiors are always indispensable. This has greatly reduced the pressure on the work of the squad leader. It is a kind of "the sky is falling down and everyone is squatting together". sense. There are several such complaints in memory, but all of them are shocked and risky, and eventually become the experience of forging our ability and continue to enrich our customer service career.

Recalling the work process since this time and the current state of the public speaking group, although there have been great changes under the joint efforts of all of us, there are still many shortcomings and shortcomings waiting for us to plan and change. First of all, there is still a big gap between the requirements of the provincial bureau in terms of service quality and service awareness. Regardless of success or failure, we will continue to explore and try, such as large-scale training on service awareness and emotional management to stimulate the front desk. Work enthusiasm. Or in order to improve the voice affinity, as a voice art training and in the advocacy and encouragement of the company's trade unions, the call to the full call center to participate in the poetry reading contest, etc., in the process of cultivating the voice charm, let the carrier of telephone communication more vivid, resulting in A group of better customer service representatives. Then, in the work discipline between the agents and the dynamics of the employees' thinking, the management will be further strengthened. Since the public speaking group is the group with the largest number of call centers, there is a long way to go for future work.

So no matter what kind of changes will happen in the future work, I dare not let out the slightest slack, and will do my part more seriously, try to overcome the weaknesses of personality and age, and push away obstacles and obstacles. Abandon the "small me" and go into battle. I believe that I will change regardless of how I grind the years, but the pursuit of perfection and never give up will never change.

My belief is to live to the old, learn to be old, to be confident in life, maybe, only with the attitude of learning to support myself, in order to make my old staff more energetic, more creative and more calm in the customer service industry. Let's go.