呼叫中心运营报表A（纯函数）.xlsxVIP

月度选取相应要观察的月度（年月），点选相应要观察的指标

2015-117质检绝对FCR接通率绝对满意转接率

投诉成组立长姓率名标准值：所0.属0主1%管第一周第二周第三周

0%墨痕震天0.0000%0.0000%0.0000%

0%依娜震天0.0119%0.0000%0.0000%

0%惊云莫言0.0000%0.0000%0.0000%

0%新人试接组莫言0.0000%0.0000%0.0000%

0%培训期张程0.1021%0.0000%0.0000%

Site**整体**0.0169%0.0000%0.0000%

标准0.01%0.01%0.01%

与标准之间的差额0.0069%

质检

组长姓名所属主管第一周第二周第三周

墨痕震天80.39%86.48%0.000%

依娜震天81.85%88.49%0.000%

惊云莫言0.000%0.000%0.000%

新人试接组莫言73.26%81.67%0.000%

培训期张程0.000%0.000%0.000%

3接通率90%Site整体81.03%87.30%0.000%

2绝对FCR78%目标**整体**88%88%88%

4绝对满意度45%与标准之间的差额6.969%0.700%

7投诉成立率0.01%

5转接率15%绝对FCR

6错转率4%组长姓名所属主管第一周第二周第三周

1QC成绩0.88墨痕震天79.83%77.85%0.000%

依娜震天81.93%79.41%0.000%

惊云莫言64.56%72.04%0.000%

新人试接组莫言80.42%77.98%0.000%

培训期张程79.03%73.51%0.000%

Site**整体**80.75%76.94%0.000%

目标78%78%78%

与标准之间的差额2.75%1.057%

接通率

组长姓名所属主管第一周第二周第三周

墨痕震天99.88%99.70%0.000%

依娜震天99.62%99.45%0.000%

惊云莫言99.23%99.45%0.000%

新人试接组莫言99.53%99.48%0.000%

培训期张程99.49%99.24%0.000%

Site**整体**91.24%95.94%0.000%

目标90%90%90%

与标准之间的差额1.24%5.94%

绝对满意度

组长姓名所属主管第一周第二周第三周

墨痕震天57.42%53.92%0.000%

依娜震天51.63%26.36%0.000%

惊云莫言45.71%38.15%0.000%

新人试接组莫言58.52%31.07%0.000%

培训期张程46.47%29.51%0.000%

Site**整体**53.91%53.49%0.000%

目标45%45%45%

与标准之间的差额8.91%8.49%

转接率

组长姓名所属主管第一周第二周第三周

墨痕震天14.06%16.60%0.000%

依娜震天13.41%18.37%0.000%

惊云莫言45.74%47.37%0.000%

新人试接组莫言12.16%16.93%0.000%

培训期张程17.57%20.70%0.000%

Site**整体**14.00%19.74%0.000%

目标15%15%15%

与标准之间的差额1.00%4.741%

错转率

组长姓名所属主管第一周第二周第三周

墨痕震天2.52%2.08%0.000%

依娜震天1.51%2.83%0.000%

惊云莫言0.000%1.82%0.000%

新人试接组莫言7.37%4.26%0.000%

培训期张程8.82%4.49%0.000%

Site**整体**2.65%3.17%0.000%

目标4%4%4%

差额1.35%0.829%

投诉成立率

组长姓名所属主管第一周第二周第三周

墨痕震天0.0000%0.0000%0.0000%

依娜震天0.0119%0.0000%0.0000%

惊云莫言0.0000%0.0000%0.0000%

新人试接组莫言0.0000%0.0000%0.0000%

培训期张程0.1021%0.00