培训绩效考核监控制度 客服技巧.doc

目 录 TOC \o 1-3 \h \z \u HYPERLINK \l _Toc266541766 一、监控制度 PAGEREF _Toc266541766 \h 4 HYPERLINK \l _Toc266541767 1、监控方式 PAGEREF _Toc266541767 \h 4 HYPERLINK \l _Toc266541768 2、监控频率 PAGEREF _Toc266541768 \h 4 HYPERLINK \l _Toc266541769 3、抽样方法 PAGEREF _Toc266541769 \h 4 HYPERLINK \l _Toc266541770 4、监控报告 PAGEREF _Toc266541770 \h 4 HYPERLINK \l _Toc266541771 5、监控人员的培训及考核 PAGEREF _Toc266541771 \h 4 HYPERLINK \l _Toc266541772 6、监控人员的再确认 PAGEREF _Toc266541772 \h 4 HYPERLINK \l _Toc266541773 7、评估 PAGEREF _Toc266541773 \h 4 HYPERLINK \l _Toc266541774 8、改进 PAGEREF _Toc266541774 \h 4 HYPERLINK \l _Toc266541775 9、评估标准（可参考附件） PAGEREF _Toc266541775 \h 5 HYPERLINK \l _Toc266541776 10、结果 PAGEREF _Toc266541776 \h 5 HYPERLINK \l _Toc266541777 二、绩效考核制度 PAGEREF _Toc266541777 \h 6 HYPERLINK \l _Toc266541778 1、适用范围 PAGEREF _Toc266541778 \h 6 HYPERLINK \l _Toc266541779 2、考核体制 PAGEREF _Toc266541779 \h 6 HYPERLINK \l _Toc266541780 3、时间安排 PAGEREF _Toc266541780 \h 6 HYPERLINK \l _Toc266541781 4、考核程序 PAGEREF _Toc266541781 \h 6 HYPERLINK \l _Toc266541782 5、评估要求 PAGEREF _Toc266541782 \h 6 HYPERLINK \l _Toc266541783 6、绩效奖金分配表 PAGEREF _Toc266541783 \h 6 HYPERLINK \l _Toc266541784 7、考核结果的申诉 PAGEREF _Toc266541784 \h 7 HYPERLINK \l _Toc266541785 8、考核结果的运用 PAGEREF _Toc266541785 \h 7 HYPERLINK \l _Toc266541786 9、备注 PAGEREF _Toc266541786 \h 7 HYPERLINK \l _Toc266541787 三、考勤制度 PAGEREF _Toc266541787 \h 8 HYPERLINK \l _Toc266541788 1、换班 PAGEREF _Toc266541788 \h 8 HYPERLINK \l _Toc266541789 2、加班 PAGEREF _Toc266541789 \h 8 HYPERLINK \l _Toc266541790 3、迟到 PAGEREF _Toc266541790 \h 8 HYPERLINK \l _Toc266541791 4、病假 PAGEREF _Toc266541791 \h 8 HYPERLINK \l _Toc266541792 5、事后请假 PAGEREF _Toc266541792 \h 8 HYPERLINK \l _Toc266541793 6、事假、加班换休、有薪年假 PAGEREF _Toc266541793 \h 8 HYPERLINK \l _Toc266541794 7、特殊情况 PAGEREF _Toc266541794 \h 8 HYPERLINK \l _Toc266541795 8、其他 PAGEREF _Toc266541795 \h 8 HYPERLINK \l _Toc266541796 9、备注： PAGEREF _Toc266541796 \h 8 H