bpo中心運營項目管理手冊

1、BPOBPO中心運營項目管理手冊中心運營項目管理手冊2.1項目培訓(xùn)...........................................................................................................................................................293.項目質(zhì)檢........................

2、..............................................................................................................................................393.1質(zhì)檢流程.....................................................................

3、.....................................................................................393.2質(zhì)檢監(jiān)聽標準............................................................................................................................

4、.......................403.2質(zhì)檢評分標準...................................................................................................................................................413.3質(zhì)檢方法..............................

5、.............................................................................................................................443.4質(zhì)檢信息反饋與交流.................................................................................

6、......................................................444.項目流程及準則..........................................................................................................................................................4

7、4目的.........................................................................................................................................................................444.1呼入流程.......................................

8、....................................................................................................................454.2呼出流程...............................................................................................

9、............................................................474.3突發(fā)事件控制流程...........................................................................................................................................484.4投訴及

10、不能解答問題處理流程.......................................................................................................................494.5問題升級處理流程..............................................................................

11、.............................................................494.6員工投訴流程...................................................................................................................................................4

12、94.7設(shè)備故障處理流程...........................................................................................................................................505.項目績效管理...........................................................

13、..............................................................................................505.1項目績效.....................................................................................................................

14、......................................505.2員工績效...........................................................................................................................................................506.項目結(jié)算..........

15、.......................................................................................................................................................517.項目交接管理...........................................................

16、..............................................................................................527.1項目承接.....................................................................................................................