CN106203820A - A kind of customer service performance appraisal system - Google Patents
A kind of customer service performance appraisal system Download PDFInfo
- Publication number
- CN106203820A CN106203820A CN201610526707.5A CN201610526707A CN106203820A CN 106203820 A CN106203820 A CN 106203820A CN 201610526707 A CN201610526707 A CN 201610526707A CN 106203820 A CN106203820 A CN 106203820A
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- China
- Prior art keywords
- customer service
- service performance
- module
- examination
- performance analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
Abstract
The present invention proposes a kind of customer service performance appraisal system, and it includes data acquisition module, DBM, customer service performance analysis module；By described customer service performance analysis module, the customer service data message of described data collecting module collected is carried out performance analysis and obtain customer service performance result.The present invention can calculate customer service performance automatically by default customer service examination item, appraisal standards, examination scoring, weight, and by customer service performance data, preferably feedback customer service ability to work, help employee promote work efficiency and ability.The personalized design of the present invention makes examination item to grow with each passing hour to facilitate management personnel and open up more examination data and carry out fair examination.
Description
Technical field
The invention mainly relates to e-commerce field, especially a kind of customer service performance appraisal system.
Background technology
Ecommerce existent value allows consumer pass through network shopping on the web, online payment exactly, save client with
The time of enterprise and space, substantially increase trading efficiency, especially for the working clan that work is busy, saves it the most in a large number precious
Your time.In 21st century of consumer information diversification, can purchase as Baidu is micro-by home-confined Internet channel, wash in a pan
Local market merchandise news understood by precious, new eggs etc., enjoys in-store shopping enjoyment the most again, has become as consumer's custom.Network
Customer service, is a kind of customer service based on the Internet work, is segment down one of e-commerce development
Work post, with the work of traditional store shop-assistant, to be similar to its salary and conditions closely bound up with its sales achievement, runs group as electricity business
For team, the purpose of performance appraisal is not only intended merely to examination, it is often more important that feeds back, help employee to promote work efficiency and energy
Power.The leader of team of electricity merchant group, more at every moment to give Team Member and instruct, and helps Team Member to carry out interim lifting meter
Draw, the individual goal of Mgmt. Team member, it is achieved the individual value of Team Member..
Team is runed in different scales, the sale of different times, and network customer service performance appraisal is discrepant.The early stage of development,
It is usually by royalties from sales.Development is deducted a percentage by performance mid-term.The development stability phase leans on lump sum bonus.Along with the development of shop business,
Team also gets more and more.Some employee's business are familiar with, and receive attitude enthusiasm, are good at linking up with buyer improving relationships, so
Frequent customer is the most, and the consumption sum handling conclusion of the business from him on hand is the biggest.Some employee's sales techniques are weak, also will not win over by any means and buy
Family member, so it is very poor to ask single achievement converted.This time rewards form by reaching performance index big-pot the most with lottery again,
Clearly do not meet the principle of more pay for more work of justice.
This time, employee to be encouraged was it is necessary to take the mode by the deduction of personal selling achievement to encourage everybody to make great efforts to connect
Single.And carry out a period of time by the mode of personal selling achievement deduction, the problem having again other occurs, such as new customer service is felt
Obtain oneself with the same starting line of old customer service is than turnover unfairness.Everybody goes to chase the turnover, robs client, lacks each other
Communication exchange, good technical ability method does not exchanges, and new person also no one gladly carries, and unfavorable team grows up, and team's entirety success rate is on the contrary
Gliding.It is just struck against shop to grow up period faster, sometimes has the outburst of the movable turnover the highest, some network customer service account number
, some network customer service account number patron forward in the position of page presentation is many etc., and several factors causes client's consulting amount difference relatively
Greatly, customer service differences in performance is big, and sound unfair, complaint is the most.In order to promote no matter achievement carrys out how many people, no matter can
Service comes, and the most then, is never given to others, has connect and has just had conclusion of the business to wish, has not connect and do not wish, both wasted resource and also reduced
The purchase experiences of client have impact on the external image in shop.More examination data will be opened up this time and carry out fair examining
Core.
Summary of the invention
For solving the problems referred to above, the present invention proposes a kind of customer service performance appraisal system, and it includes data acquisition module, data
Library module, customer service performance analysis module；
Described data acquisition module is for gathering the data message of the described customer service performance analysis module examination factor and storing
At described DBM；
Described DBM calls to described customer service performance analysis module for storing data message；
Described customer service performance analysis module is for carrying out performance analysis to the customer service data message in described DBM
Obtain customer service performance result.
Wherein, the gathered data of described data acquisition module include the examination factor preset in customer service performance analysis module
Data message, by reassembling into structured message, set up master database.
Wherein, described customer service performance analysis module includes examining factor setting module, examination masterplate module.
Wherein, described examination factor setting module includes examination item module, appraisal standards module, examination scoring mould
Block, weight management module.
Wherein, described examination masterplate module can set as required examination item and corresponding appraisal standards, scoring,
Weight is set up assessed form and is conveniently directly invoked and carry out performance analysis.
Wherein, the described examination item in examination item module includes asking single success rate, average response time, client's official communication
Ask response rate, customer service averagely visitor's unit price, customer evaluation, customer service routine work, supervisor's marking.
The invention has the beneficial effects as follows, can be by default customer service examination item, appraisal standards, examination scoring, weight, certainly
Dynamic calculating customer service performance, by customer service performance data, preferably feedback customer service ability to work, help employee promote work efficiency
And ability.The personalized design of the present invention makes examination item to grow with each passing hour to facilitate management personnel and open up and more examine number
According to carrying out fair examination.
Accompanying drawing explanation
Fig. 1, the structural representation of a kind of customer service performance appraisal system.
Fig. 2, the examination factor setting module structural representation of a kind of customer service performance appraisal system.
Detailed description of the invention
Below in conjunction with accompanying drawing, the detailed description of the invention of the present invention is described in detail.It should be appreciated that this place is retouched
The detailed description of the invention stated is merely to illustrate and explains the present invention, is not limited to the present invention.
The present invention proposes a kind of customer service performance appraisal system, it include data acquisition module (A1), DBM (A2),
Customer service performance analysis module (A3)；
Described data acquisition module (A1) is for gathering the data letter of described customer service performance analysis module (A3) the examination factor
Cease and be stored in described DBM (A2)；
Described DBM (A2) calls to described customer service performance analysis module (A3) for storing data message；
Described customer service performance analysis module (A3) is for carrying out the customer service data message in described DBM (A2)
Performance analysis obtains customer service performance result.
Specifically, described data acquisition module (A1) gathered data include presetting in customer service performance analysis module (A3)
The data message of the examination factor, by reassembling into structured message, set up master database.
Specifically, described customer service performance analysis module (A3) includes examining factor setting module (A301), examination masterplate
Module (A302).
Specifically, described examination factor setting module (A301) includes examination item module (A3011), appraisal standards mould
Block (A3012), examination grading module (A3013), weight management module (A3014).
Specifically, described examination masterplate module (A302) can set examination item as required and examine mark accordingly
Accurate, scoring, weight are set up assessed form and are conveniently directly invoked and carry out performance analysis.
Specifically, the described examination item in examination item module (A3011) includes asking single success rate, when averagely responding
Between, client seek advice from response rate, customer service averagely visitor unit price, customer evaluation, customer service routine work, supervisor marking.
The invention has the beneficial effects as follows, can be by default customer service examination item, appraisal standards, examination scoring, weight, certainly
Dynamic calculating customer service performance, by customer service performance data, preferably feedback customer service ability to work, help employee promote work efficiency
And ability.The personalized design of the present invention makes examination item to grow with each passing hour to facilitate management personnel and open up and more examine number
According to carrying out fair examination.
Embodiment described above only have expressed one embodiment of the present invention, and it describes more concrete and detailed, but also
Therefore the restriction to the scope of the claims of the present invention can not be interpreted as.It should be pointed out that, for those of ordinary skill in the art
For, without departing from the inventive concept of the premise, it is also possible to make some deformation and improvement, these broadly fall into the guarantor of the present invention
Protect scope.Therefore, the protection domain of patent of the present invention should be as the criterion with claims.
Claims (6)
1. a customer service performance appraisal system, it is characterised in that it includes data acquisition module, DBM, customer service performance
Analyze module；
Described data acquisition module is for gathering the data message of the described customer service performance analysis module examination factor and storing
At described DBM；
Described DBM calls to described customer service performance analysis module for storing data message；
Described customer service performance analysis module is for carrying out performance analysis to the customer service data message in described DBM
Obtain customer service performance result.
A kind of customer service performance appraisal system the most according to claim 1, it is characterised in that described data acquisition module institute
Gather data and include the data message of the examination factor preset in customer service performance analysis module, by reassembling into structured message,
Set up master database.
A kind of customer service performance appraisal system the most according to claim 1, it is characterised in that described customer service performance analysis mould
Block includes examining factor setting module, examination masterplate module.
A kind of customer service performance appraisal system the most according to claim 3, it is characterised in that the described examination factor sets mould
Block includes examination item module, appraisal standards module, examination grading module, weight management module.
A kind of customer service performance appraisal system the most according to claim 3, it is characterised in that described examination masterplate module can
To set examination item as required and corresponding appraisal standards, scoring, weight are set up assessed form and conveniently directly invoked and carry out
Performance analysis.
A kind of customer service performance appraisal system the most according to claim 4, it is characterised in that in described examination item module
Examination item include asking single success rate, average response time, client seek advice from response rate, customer service averagely visitor's unit price, customer evaluation,
Customer service routine work, supervisor's marking.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610526707.5A CN106203820A (en) | 2016-07-06 | 2016-07-06 | A kind of customer service performance appraisal system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610526707.5A CN106203820A (en) | 2016-07-06 | 2016-07-06 | A kind of customer service performance appraisal system |
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| CN106203820A true CN106203820A (en) | 2016-12-07 |
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| CN201610526707.5A Pending CN106203820A (en) | 2016-07-06 | 2016-07-06 | A kind of customer service performance appraisal system |
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Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106886857A (en) * | 2017-02-23 | 2017-06-23 | 佛山市融信通企业咨询服务有限公司 | A kind of intelligent flower culture person's performance appraisal system |
| CN106897828A (en) * | 2017-02-23 | 2017-06-27 | 佛山市融信通企业咨询服务有限公司 | A kind of soilless cultivation technique of the flowers person's performance computing system |
| CN108335041A (en) * | 2018-02-06 | 2018-07-27 | 顾悦 | A kind of control system of business data performance appraisal |
| CN108876072A (en) * | 2017-05-08 | 2018-11-23 | 淮南市永昊环卫有限公司 | A kind of environmental sanitation work evaluation system |
| CN109242288A (en) * | 2018-08-28 | 2019-01-18 | 西安西电电气研究院有限责任公司 | Performance data matching process and system |
| CN110610282A (en) * | 2018-06-15 | 2019-12-24 | 北京嘀嘀无限科技发展有限公司 | Method and device for sending examination results of team members |
| CN110796455A (en) * | 2019-10-14 | 2020-02-14 | 深圳供电局有限公司 | Customer service center management efficiency computing system |
| CN111552814A (en) * | 2020-03-26 | 2020-08-18 | 平安医疗健康管理股份有限公司 | Assessment scheme generation method and device based on assessment index map |
| CN117150215A (en) * | 2023-10-30 | 2023-12-01 | 太平金融科技服务（上海）有限公司 | Assessment result determining method and device, electronic equipment and storage medium |
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| CN102722793A (en) * | 2012-06-05 | 2012-10-10 | 无锡蓝创信息技术服务有限公司 | Performance assessment data processing method based on computer network platform system |
| CN102982416A (en) * | 2012-12-05 | 2013-03-20 | 山东浪潮齐鲁软件产业股份有限公司 | Universal implementation model for performance assessment |
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Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106886857A (en) * | 2017-02-23 | 2017-06-23 | 佛山市融信通企业咨询服务有限公司 | A kind of intelligent flower culture person's performance appraisal system |
| CN106897828A (en) * | 2017-02-23 | 2017-06-27 | 佛山市融信通企业咨询服务有限公司 | A kind of soilless cultivation technique of the flowers person's performance computing system |
| CN108876072A (en) * | 2017-05-08 | 2018-11-23 | 淮南市永昊环卫有限公司 | A kind of environmental sanitation work evaluation system |
| CN108335041A (en) * | 2018-02-06 | 2018-07-27 | 顾悦 | A kind of control system of business data performance appraisal |
| CN108335041B (en) * | 2018-02-06 | 2022-04-01 | 顾悦 | Control system for enterprise data performance assessment |
| CN110610282A (en) * | 2018-06-15 | 2019-12-24 | 北京嘀嘀无限科技发展有限公司 | Method and device for sending examination results of team members |
| CN109242288A (en) * | 2018-08-28 | 2019-01-18 | 西安西电电气研究院有限责任公司 | Performance data matching process and system |
| CN110796455A (en) * | 2019-10-14 | 2020-02-14 | 深圳供电局有限公司 | Customer service center management efficiency computing system |
| CN111552814A (en) * | 2020-03-26 | 2020-08-18 | 平安医疗健康管理股份有限公司 | Assessment scheme generation method and device based on assessment index map |
| CN111552814B (en) * | 2020-03-26 | 2023-02-03 | 深圳平安医疗健康科技服务有限公司 | Assessment scheme generation method and device based on assessment index map |
| CN117150215A (en) * | 2023-10-30 | 2023-12-01 | 太平金融科技服务（上海）有限公司 | Assessment result determining method and device, electronic equipment and storage medium |
| CN117150215B (en) * | 2023-10-30 | 2024-02-02 | 太平金融科技服务（上海）有限公司 | Assessment result determining method and device, electronic equipment and storage medium |
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| WD01 | Invention patent application deemed withdrawn after publication | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20161207 |