中國移動(dòng)10086呼叫中心運(yùn)營(yíng)管理指標(biāo)體系

1、中國移動(dòng)呼叫中心運(yùn)營(yíng)管理指標(biāo)體系中國移動(dòng)呼叫中心運(yùn)營(yíng)管理指標(biāo)體系（V1.0）中國移動(dòng)通信集團(tuán)公司2007年12月中國移動(dòng)呼叫中心運(yùn)營(yíng)管理指標(biāo)體系35.4.10.培訓(xùn)合格率..............................................................................................................................315.4.11.

2、質(zhì)檢差錯(cuò)率..............................................................................................................................315.4.12.輔導(dǎo)及時(shí)率...........................................................................

3、...................................................325.4.13.輔導(dǎo)滿意率..............................................................................................................................325.4.14.投訴工單合格率.............

4、.........................................................................................................335.4.15.投訴處理及時(shí)率...................................................................................................

5、...................335.4.16.投訴派單錯(cuò)誤率......................................................................................................................345.4.17.投訴電話率.....................................................

6、.........................................................................355.4.18.重復(fù)投訴率..............................................................................................................................355.4.1

7、9.升級(jí)投訴率..............................................................................................................................365.4.20.投訴處理滿意率.......................................................................

8、...............................................375.4.21.人工轉(zhuǎn)自動(dòng)比率......................................................................................................................375.4.22.IVR滿意率........................

9、.......................................................................................................385.4.23.知識(shí)庫的滿意率.....................................................................................................

10、.................395.4.24.系統(tǒng)接通率..............................................................................................................................395.4.25.服務(wù)水平..................................................

11、................................................................................405.4.26.人工服務(wù)放棄率......................................................................................................................415.4.

12、27.隊(duì)列放置率..............................................................................................................................415.4.28.平均排隊(duì)時(shí)間.......................................................................

13、...................................................425.4.29.接通排隊(duì)時(shí)間..........................................................................................................................435.4.30.放棄排隊(duì)時(shí)間.................

14、.........................................................................................................435.4.31.排隊(duì)呼入率.....................................................................................................

15、.........................445.4.32.平均延遲時(shí)間..........................................................................................................................455.4.33.平均處理時(shí)長(zhǎng)...........................................

16、...............................................................................455.4.34.平均交談時(shí)長(zhǎng)..........................................................................................................................465.

17、4.35.平均持線（等待）時(shí)長(zhǎng)..........................................................................................................475.4.36.平均事后處理時(shí)長(zhǎng)..................................................................................

18、................................475.4.37.總呼叫量..................................................................................................................................485.4.38.人工服務(wù)預(yù)測(cè)準(zhǔn)確率...........................

19、...................................................................................495.4.39.人工服務(wù)請(qǐng)求量......................................................................................................................495

20、.4.40.人工服務(wù)應(yīng)答量......................................................................................................................505.4.41.話務(wù)波動(dòng)系數(shù)..........................................................................

21、................................................515.4.42.人工服務(wù)占比..........................................................................................................................515.4.43.人均每小時(shí)電話處理量................

22、..........................................................................................525.4.44.在線利用率....................................................................................................................

23、..........525.4.45.工時(shí)利用率..............................................................................................................................535.4.46.出勤率..........................................................

24、............................................................................545.4.47.排班吻合率..............................................................................................................................545.

25、4.48.服務(wù)水平符合率......................................................................................................................555.4.49.每小時(shí)交接班人數(shù).........................................................................

26、.........................................555.4.50.系統(tǒng)滿負(fù)荷率..........................................................................................................................565.4.51.故障率..............................

27、........................................................................................................565.4.52.外呼營(yíng)銷收入額....................................................................................................

28、..................575.4.53.項(xiàng)目外呼總量..........................................................................................................................585.4.54.外呼接通量...................................................

29、...........................................................................585.4.55.外呼營(yíng)銷成功量......................................................................................................................595.4.56.每小

30、時(shí)外呼量..........................................................................................................................595.4.57.計(jì)劃撥出量................................................................................

31、..............................................605.4.58.接觸成功率..............................................................................................................................605.4.59.銷售成功率....................

32、..........................................................................................................615.4.60.質(zhì)檢合格率....................................................................................................

33、..........................615.4.61.主動(dòng)營(yíng)銷投訴率......................................................................................................................626.6.服務(wù)水平波動(dòng)指數(shù)服務(wù)水平波動(dòng)指數(shù)......................................

34、................................................................................................636.1.目的和意義.................................................................................................................