Under the guidance of leaders at all levels of the group company, with the strong support of relevant departments and the joint efforts of all employees, our customer service hotline 20 1 1 successfully completed all the work, successfully passed the restructuring period and achieved certain results. However, due to the short time, there are still some problems. Now we will summarize and report the work of our customer service hotline 20 1 1, and report the work progress plan for next year as follows. I. 20 1 1 Work Summary
(1) Achievements
1, actively promote and implement actions to improve the rigorous customer service hotline workflow; Since the establishment of customer service hotline, under the influence of corporate culture, all employees have a new understanding and understanding of service consciousness, service concept and service attitude in thought and action. It is a leap for the hotline staff to answer the phone at random, colloquially and not deal with the problem in time, and now every call from the user is carried out in accordance with the established workflow. From "answer-accept-assign-supervise-follow-up-return visit" to later users.
Satisfaction survey, every step of the implementation must be rigorous and meticulous, our customer service staff from unfamiliar with this work to proficient, properly solve the worries of customers, and made great efforts.
Since the customer service hotline was formally established in September, it has handled problems in a timely and effective manner, and the customer satisfaction rate has increased and the complaint rate has plummeted. The efficiency of the whole group company has been greatly improved.
2. Affectionate, caring for users and providing quality services;
Quality service is the lifeline of modern industry and our group company. We firmly believe that only by continuing to get the support and trust of users can our group company develop steadily for a long time. As a customer service hotline, our daily work is mainly: accepting users' demands externally and coordinating internally. Our service is the epitome of corporate image, and the service attitude and quality directly affect the reputation of the group company. All our staff establish a heartfelt sense of service, adhere to the purpose of "high-quality water supply and sincere service", carry forward the spirit of "rigor, cooperation, enterprising and Excellence", care about what users think, and embody "family service" and "smiling service" with practical actions to truly solve problems for users. In my work, I took pains to answer all kinds of inquiries from users, actively coordinated the work of various departments, listened carefully to opinions and suggestions from all sides, learned to sum up in my study, constantly improved and perfected my service, won the recognition and trust of users, and established a good corporate image.
3. Pay attention to cooperation, and Qi Xin will work together to build a service brand with team spirit; Customer service hotline is responsible for all kinds of consultation, repair, leakage and so on. Users in Xining area have a very heavy workload every day. However, our customer service staff are meticulous in their work, helping each other and learning from each other in line with the corporate philosophy of "government assured, users satisfied and employees happy". Qixin will work together to build an efficient, united and customer-friendly company.
A young, motivated and excellent service team. For us, every achievement is achieved through joint efforts.
(B) the existing deficiencies
In the past three months, with the joint efforts of all staff, the call center has made certain achievements. However, because our center has been established for a short time, there are still some shortcomings in experience, skills and staffing. This requires us to sum up and investigate carefully in the future work and constantly improve it to promote the long-term and effective development of our company's various businesses. Mainly in the following aspects:
1. In terms of hardware infrastructure, the Bank still has hardware facilities. We will contact relevant superiors and materials departments to solve this problem as soon as possible, which will play a favorable role in promoting the development of our company.
2. Because our center has just been established, employees don't have much work experience, so we can't quickly and effectively judge the root of the problem in the initial work and give users answers in time. In addition, when we coordinate with various departments to solve customer problems, we lack coordination ability.
3. Although the staff in our center are very active, in a lot of work, the staff in our center sometimes have the situation of "the heart is willing, but the strength is weak", lacking professional knowledge and unable to provide professional answers to users' demands.
4. The reason for the above two or three questions is that we haven't established the training of employees' "service consciousness" and "coordination consciousness" and professional theory. Now basically all industries have customer service hotlines, and mature industries have established effective customer service hotline training mechanisms. Only through professional training can we provide professional services to users.
Two. 20 12 year work plan
For the development of our center 20 12, all our staff know that we still have a long way to go. We must establish service consciousness, establish an effective service standard system and strengthen the training of employees' business theory knowledge. We will start this series of work, and strive to make our center play a decisive role in the development of 20 12 Group. The specific scheme is as follows:
(1) Consolidate the work foundation. Let all employees inject fresh knowledge into themselves through various studies and practices, master solid professional knowledge, and lay a theoretical foundation for quality service.
(2) Through various trainings and assessments, we will further improve employees' service awareness and service level, win with high-quality service and build an elite team.
(3) Improve the management system, earnestly implement the post responsibility system, further improve the scientific and effective incentive mechanism, and formulate more effective performance appraisal methods.
(4) Find problems in time to ensure the normal operation of our center. Classify and summarize common difficult problems, prevent them in advance at work, and establish a problem base so that everyone can find the best way to solve difficult problems in the shortest time.
To sum up, our call center was initially established at 20 1 1. Although some achievements have been made, there are still many shortcomings. 20 12 takes "customer first, group development first" as its purpose, constantly sums up development experience, constantly improves various deficiencies, and contributes to the development of the group.
Call Center Work Report 2 Review my work in the past five years, from bookkeeper, auditor to quality inspection training specialist. With the support and help of company leaders and colleagues, I have always been strict with myself and completed my work well according to the company's requirements. After five years of study and work, there has been a new breakthrough and great changes have taken place in the way of work. The work in the past 1 year is summarized as follows:
I. Summary of work
1. During his tenure as quality inspector.
(1) Formulate rules and regulations for quality inspection teams, service quality monitoring standards and service quality reward and punishment regulations, and constantly improve various standard systems.
(2) Monitor the seats by sampling records and impromptu sampling. , find the problem and judge whether it is a * * * problem. Summarize * * * business knowledge issues, standardize cooperation training, and hold quality inspection.
(3) Give individual guidance according to the agent's questions on the phone.
(4) Coaching and formulating improvement measures, tracking improvement measures and obtaining feedback results; Communicate with employees in their seats in time, make suggestions and send some business information to employees for inspection. Always pay attention to the reservation staff to maintain a good mentality and assist the supervisor to appease the staff's mentality.
Be strict with yourself and be lenient with others. Don't make unnecessary complaints, which will affect customers' feelings;
(5) The quality inspector will submit the business knowledge training requirements to the trainer for training related businesses.
Tracking to obtain a feedback result after finishing;
(6) according to the daily work, modify the common problems and standards to speak;
(7) Submit weekly report in time every week, and grade and summarize the recordings of sampled employees at the end of the month.
(8) Listen to dissatisfied recordings, analyze them, and communicate with employees.
2. During my time as a training expert.
(1) Assist in collecting training materials and developing call center training courseware.
(2) Responsible for the follow-up training of new employees after taking up their posts, so as to cultivate their practical skills.
(3) According to the quality monitoring and business data, formulate training topics and plans to improve the team service level.
(4) Be responsible for the skills training and upgrading training of on-the-job employees, and assess the on-the-job employees.
(5) Training report writing and quality tracking after training.
(6) After the training, new employees can monitor the business operation in real time.
3. When the position of administrative assistant is vacant, take part in the work, count attendance, complete the examination and approval process, recharge the member's prepaid card, and connect with the personnel department and the financial department.
4. Participate in the recording of ivr recordings of the company.
Second, the existing problems and the direction of future efforts.
1, sometimes the thinking of dealing with problems is not clear enough, which leads to passive work; There is also a lack of innovation at work.
2. Sometimes the understanding of the works is not comprehensive, and there is a lack of overall concept and a more comprehensive analysis of traffic reports. But I believe that in the future work, I will continue to study and think, so as to strengthen my understanding of the work and actively cooperate with my colleagues to do a better job.
Third, the outlook for the new year.
20 12 is a brand-new year and a year of self-challenge. I will try to correct the shortcomings in my work in the past year. In the new year, I will continue to work hard, always adhere to the attitude of asking if I don't understand, learning more if I don't understand, cooperating with my colleagues, reporting to my leaders more and completing my work better. At the same time, I will conscientiously do the work assigned by the company leaders, arrange the work reasonably and innovate.