呼叫中心排班优化及效果评估方案研究

Research on Scheduling Optimization and Effect Evaluation Scheme of Call Center

本文主要通过研究南方电网东莞客服中心的话务模式,结合现场调研和数据分析,找出现行排班、现场管理、员工效能和绩效管理等方面的短板,提出有针对性的排班优化方案和新旧排班方式的接续问题的解决方法,并对优化实施进行周期性跟踪,评估排班契合度、员工遵守率、员工效能和服务指标的改善情况。

Through the traffic mode of China Southern Power Grid Dongguan customer service center, combined with field investigation and data analysis, this paper finds out short board of scheduling, site management, employee effectiveness and performance management and other aspects, puts forward scheduling optimization scheme and some methods for solving problems of scheduling of the old and new, and conducts periodic tracking of scheduling optimization, evaluates assessment schedule fit, employee compliance rate, employee performance and service indicators.