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Pressure on operators to call center staff survey ->
Recently, a customer service hotline staff of telecom companies monologue by some media reports and the Internet widely reproduced. This passage points to either 10000 or 10086, or 10010 Customer Service Hotline staff of truth, who tells them not to understand the bitterness and suffering, but also raises the concern of these attendant pressures. Some say let him do hate a person on behalf of customer service hotline, the call center staff can see the pressure and pain. Perhaps, when we ask for Customer Service Hotline staff put themselves in the sake of users, we also need more for them to think about ways to help them to reduce the decompression.
responsible for the province carriers Liu call center recruitment, students in the province recently run job fairs, recruitment account representative for the company,christian louboutin mall, may one week off, resumes received far less than expected. Liu told reporters that full service carriers in recent years the development and implementation of integrated marketing services, have the customer call center representatives on the team was expanded, because of work pressure, the nature of employment is outsourced, pay and security system is not perfect , customer turnover and on behalf of a very high turnover rate. Customers now have become the norm on behalf of recruitment, recruitment should be added from time to time, but also with relevant vocational training agreement signed by the user, to ensure staff can meet the business operations.
To better grasp the call center operators in the pressure situation of persons seeking crack of the Road, a reporter with the relevant channels of special telecom call center 200 personnel conducted a survey.
pressure on everyone, the degree of each varies
in the call center workforce, the rumors saying: If you hate a person, then let him do it on behalf of clients.
According to the survey, the current call center staff are feeling increasing pressure, and the pressure comes mainly from all kinds of user calls. Not every call for help or consulting business is, many calls are customer complaints, and often questioned the accused, or even a direct attack insult account representative. No matter how upset the other side, how disrespectful, they can only appease laughing softly. Night to answer the more harassing calls.
pressure from operators to management. Currently hosting some of the fine, to be hosted, the management is simple and crude in question, increased employee stress. The current call center operators who manage to take outsourcing model, the level of service call center staff and service quality management made a number of stringent requirements to ensure that the completion rate and satisfaction rate, plus full-service operators to operate various types of products, tariff number, the customer’s business knowledge and ability on behalf of their pay directly linked to assessment, but also face various types of training and assessment of customs examination, especially in weekly, monthly operational testing, star test, resulting in increasing pressure on behalf of clients .
pressures of life survey, for the accounted for 19%. Survey in the ideological pressure, Select from the staff can be seen, as operators are still many uncertainties reform policy, the staff of its own position and other aspects of the stability has a great concern, especially in the uncertain nature of employment, pay and security system not perfect, so call center employees and the burden of increased ideological pressure.
course of the investigation at the press learned that the current operators of the existing call center staff is not smooth channels of communication problems. The current situation is that many channels of communication within the enterprise, but the actual results are poor, many of the communication channel is just a decoration, or to upload the channels but no feedback and resolve, especially in the vital interests of the employees involved in more is outstanding. Staff reflect the more prominent of which question is Extract channel in the call center staff survey, self-regulation accounted for 51% of the extract, indicating that the call center staff gradually learned to cope with pressure self-adjustment, but worrying is that managers can not become a call center staff the main target of pressure to talk, some managers simple and crude methods of communication, attention to business, service targets, ignoring the psychological comfort of employees, to a certain extent, widening the distance between employees and enterprises.
decompression: a new topic commonplace
not satisfied with the employees not satisfied with the user. Services to telecom operators as the main channel window, the call center staff carrying out direct dialogue with the user enterprise, attitude and level of service is related to telecom companies brand and image.
, turn pressure into motivation, creativity, until the formation of their overall competitiveness.Call center set up at present there is an unreasonable position, the same post in different pay employees up the narrow space and other issues, employee motivation be greatly affected. Operators should adhere to the principles of post transformation variable pay will be performance points with their career closely, and further staff evaluation to achieve standardization, precise, objective, fair of. At the same time, the Planning Staff career development channels, the common development of enterprises and employees to create a better future, increase employee self-confidence, so that people see hope.
scientific evaluation of performance optimization. Indicators should be few, refined, focused, local conditions, a reasonable setting. Division of labor must be clear to staff their respective terms. Operators to increase the welfare of junior staff on propaganda, so that each employee understand the company’s security system; increase the sensitivity of the security mechanisms, such as housing fund, an appropriate increase in employee benefits. High on job performance, a performance incentive to increase the strength of the staff. To increase the transparency of remuneration and the horizontal contrast, encourage their employees to correctly understand the competitive, salary structure, straighten their position, so that employees can work more peace of mind.
should play the effectiveness of existing communication channels for staff decompression. Business operators have to play within the existing channels, such as QQ, enterprise network, the effectiveness of sharing platform to create, staff problems upload channels to clear the platform focus should be different, such as: call center services within the gateway operational issues Note, the internal QQ create a shared platform with the aspirations of employees should be open to allow employees to reveal their feelings at any time to ease the pressure.
telecom call center staff experience from the point of view, vigorously strengthen the extensive, thorough, and meticulous ideological and political work to ease the pressure on staff, improve staff experience of workplace harmony; through the optimization of human resources management and other measures and reduce their stress. If young workers (especially . Older employees is different, the long-term older employees working in enterprises, personnel environment, work environment more familiar with the company have a strong adhesive, this part of the staff should strengthen incentives to fully arouse the enthusiasm of the work of older employees to play a good demonstration and take the lead role.
operators also effectively enhance the team leader’s management, strengthening of interaction and communication with subordinates, so that call center employees in the work of the psychological problems appear to be grooming for the first time with ease. Call center employees can engage in more direct participation in recreational and sports activities for employees in the laughter or the movement relax, relieve stress.
strengthen the enterprise culture, adhere to the training of effective learning, which is a collective soul, the soft power of market competition, is the call center staff continue to progress in the anchor. Accurate and efficient training and learning is the business to train people to attract and retain qualified personnel, an important means to stimulate the talent, training of operators to be innovative model of pure business knowledge to change the current assessment methods, and more enhanced services, call center staff training initiative to enhance the performance of call center staff.
needs from Maslow’s theory of five can be seen: the first layer to meet the food and clothing and the second layer of security requirements, the need to address the sense of belonging to the third level, that is all want to belong to a good business. The fourth layer of dignity, not enough respect to employees of enterprises, certainly can not be successful. Because every successful business today, is access to both the hands of employees, employees can access the brain of the enterprise. Leaving employees are willing to actively contribute their mental condition, is to give them enough respect. It can not do without the participation of staff, is inseparable from respect for employees by enterprises. When there is a fight for love and the staff of the corporate culture, employees demand the highest level, that is only possible to achieve self-worth.
as the current telecommunications market competition and the entire business operations to bring pressure on all aspects of the same employee attitudes, thoughts, emotions, mental status because of the prospects, time, assessment, management, training and so bring occurrence of the pressure fluctuations, such fluctuations will not only affect individual job performance and attitude to life, can also affect the team, department or even the whole enterprise work and production order. To solve these problems and contradictions, the operator must stand and call center employees focus on business development point of view are common, accurate diagnoses, prescribe the right medicine to ease the pressure and release staff, in order to maintain the health of employees and business development, and ensuring the service call center channel level and quality.
Thank you for calling, please also be nice to me
free customer service hotline at 10000 Telecom, surely we are all familiar. Before entering the 10000, I only know this phone no matter how many times to play, how long is not money.
fact, call center employees, most of the ordinary 20-year-old boys and girls. We each received hundreds of calls a day, usually three to five days continuous work to take a day off.
However, customer service and assistance, we are often subjected to disappointments. For example, a user with a fixed telephone call, asked me to help him check the success of recharge. According to the regulations need to verify the password, he said no. So I need to verify information on three of his information (name, ID, address), who knows he’ll be impatient. Some people, when bored at night, and beat the harassment front of 10,000 female attendant, and some people saying vulgar words, some people abuse the operator, some nausea and low-level sound issue. Of course, most customers still good, we’ll be nice for them to solve the problem, but those few people’s behavior, people really angry!
Finally, I want to tell every one who read this article:
1. If the 10000 automatically sets can handle the business, please make use of automatic table, or on apply through the website, and you do a few days earlier at the end of business, change the package, not the last day before the end of the heap to do.
2. Please ask your finished business, do not mean your Because it will call the head of the operator feel the warmth!
to know that our satisfaction in order to achieve 99% 5 points, otherwise it will buckle bonus. People angry is that some people obviously have to explain to him clearly, he finally returned to you to make a satisfactory.
3. Please do not complaint because of some little things we are apt to operator. Who we are not punching bag, not who vent tool, I want to malicious harassment for those users say: Please be kind to us!
the average employee of a 10000
(Zhou Haihua People You Dianbao)
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Christian Louboutin Pique Prive Cerato Platform Pump

1.Iterm Details:
A square cut-in creates contemporary shape on this essential pump. * Leather pump features overlapping vamp with notched detail. * Topstitching separates upper cover from sides. * Peep toe reveals platform. * 4 3/4″ covered heel * Padded leather lining. * Signature red sole.* “Prive Cerato” is made in Italy.


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->
2010 �� 9 �� 25 at Chengdu Business Daily e-Edition
News newspaper this morning, 1:00
today’s 8:00 start, iPhone4 the first time in mainland China available. Suning Beijing,where to buy christian louboutin, the number of stores began to appear from the night waiting in line to buy customers. Chengdu is located in West Street flagship store Suning begin from the zero line today, but as of press time, Chengdu Chinese Commercial News reporters Zai Xian and Chang Bingwei see customers come to line up.
bench comes with hundreds of people queuing overnight for Beijing
around the world, Apple products are often caused by the initial offer customers lining up to buy overnight phenomenon, starting from 8:00 today, the official in the Chinese Mainland Offering iPhone4 no exception. It is reported that Apple’s newest mobile phone is only 9.3 mm thick, was allegedly the world’s thinnest smartphone. The June this year in Japan, Britain, France, Germany and the United States, the first listing of the five countries, has triggered Apple fans,
in Beijing Xidan Joy City in the Apple store, from the start last night after another to line up customers for the first time to buy iPhone4. As of the Chengdu Commercial Daily press time, the queue outside the store has reached hundreds of customers, many of whom comes Mazar, benches and other equipment, do a good job all night waiting for preparation.
In addition to Beijing, Shanghai, outside the Apple store, China Unicom is also carried out simultaneously at 8 am today iPhone4 the sale. In addition to the sale channels iPhone4 Unicom China Unicom’s business offices, but also including China Unicom partners Suning nearly 70 cities in 300 stores. It is reported today, 8 pm, there will be 38 cities of Suning’s flagship store starting at iPhone4 ceremony.
morning drizzle Chengdu Early this morning, Chengdu Chinese Commercial News reporters Qian Wang and Gai Dianshi saw several staff members are putting up the stage, arranged the scene, as the first to make final preparations for the ceremony. In the store, iPhone4 the counter has been arranged is completed, the words Customer shelter.
1:00 or so, it began to rain, the field staff said, to line up customers.
It is understood that, from today,christian louboutin shopping, consumers in China will be officially on sale in two ways to obtain the iPhone4, one is chosen directly on the Apple store to buy buy calls contract plans. Chengdu Chinese Commercial News reporter Xu Fengting