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我是中国移动安徽公司客服中心的班长吕少燕,当了5年的班组长,说不上有什么管理经验,只描述两个工作中的小例子,与大家交流。细节决定成败在呼叫中心,多以班组为单位,班组一般有10人组和20人组之分,班组与班组之间会相互竞争,话务量、通话时长、质检等等项目都是竞争的焦点。为了争夺第一,班长们都绞尽脑汁,发动本组人员集思广益,寻找最有效最实用的方法,在不
I am Lu Shaoyan, the head of Customer Service Center of China Mobile Anhui. After 5 years of team leader, I can only say that there is no management experience and only describe two small examples in my work to share with you. Details determine the success or failure in the call center, and more to the team as a unit, the team generally divided into 10 groups and 20 groups of points, teams and teams will compete with each other, traffic, talk time, quality control, etc. projects are competition Focus. In order to compete for the first, the squad leaders are racked their brains to mobilize this group brainstorming, looking for the most effective and most practical way, not