呼叫中心服務(wù)外包項(xiàng)目投標(biāo)書(shū)

1、天津空港經(jīng)濟(jì)區(qū)呼叫中心服務(wù)外包項(xiàng)目投標(biāo)文件技術(shù)標(biāo)招標(biāo)人：招標(biāo)代理：投標(biāo)單位：編制日期：天津空港經(jīng)濟(jì)區(qū)呼叫中心服務(wù)外包項(xiàng)目應(yīng)標(biāo)書(shū)第頁(yè)共179頁(yè)33.3.2項(xiàng)目人員組織結(jié)構(gòu)圖............................................................................................423.3.3任職資格與崗位職責(zé)...........................

2、.................................................................433.3.4人員招聘................................................................................................................473.4人員培訓(xùn)方案.....................

3、.....................................473.4.1培訓(xùn)總體目標(biāo)........................................................................................................483.4.2培訓(xùn)總體目標(biāo).....................................................

4、...................................................483.4.3培訓(xùn)方式................................................................................................................483.4.4初期運(yùn)營(yíng)培訓(xùn).................................

5、.......................................................................493.4.5在崗專(zhuān)業(yè)培訓(xùn)........................................................................................................513.4.6技術(shù)技能培訓(xùn)...................

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(píng)估標(biāo)準(zhǔn)................................................................................................................553.5.5評(píng)估結(jié)果的反

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

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

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

12、................................................................................................663.6.6客戶滿意評(píng)估........................................................................................................683.6.7

13、業(yè)務(wù)服務(wù)評(píng)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(yùn)營(yíng)評(píng)估報(bào)告體系.

15、................................................793.8.1報(bào)告類(lèi)別...............................................................................................................803.8.2報(bào)告圖例.......................................