呼叫中心系统的管理需要什么标准？

Compared with other organizations, the operation of call centers has a greater impact on employees' lives and work. A good boss can be a friend, a mentor and the closest manager. At the same time, the director also has a series of responsibilities related to call center management. As a voice calling center, the responsibility is at least in the following aspects:

1、直接解决团队成员的人事问题；

1, directly solve the personnel problems of team members;

2、监控通话及指导坐席人员

2. Monitor the call and guide the seats.

3、培训新员工；

3, training new staff;

4、管理团队成员的工作时间表；

4. Management team members' work schedules;

5、面试候选人；

5, interview candidates;

6、进行绩效评价；

6, performance evaluation;

7、组织小组会议；

7. Organize group meetings;

8、为工作人员及管理层创建绩效报告；

8, create performance reports for staff and management.

相比之下，无能的主管让员工感到困惑、折磨和沮丧。要为团队工作增添有趣的动态精神，这就很容易理解为什么有的呼叫中心员工更希望一个人呆着了。

By contrast, incompetent executives make employees feel confused, tortured and depressed. To add an interesting dynamic to team work, it's easy to understand why some call center employees prefer to be alone.

1、尽管就某个问题有不同的意见，但是有权在情感上支持团队成员

1, despite having different opinions on a problem, it has the right to support the team members emotionally.

2、有权批评某种想法，但是无权批评某个人；

2. The right to criticize an idea, but have no right to criticize a person.

3、有权说出自己的想法，不管他人是否赞同我们的观点

3. We have the right to speak our minds, whether or not others agree with us.

4、冲突总会发生，但是我们要善于从中学习；

4, conflicts always happen, but we must learn to learn from them.

5、有权期待新成员加入并处理冲突；

5, the right to expect new members to join and deal with conflicts;

6、期待成员加入并深度参与

6, expect members to join and participate deeply.

7、认为所有人都是平等的，没有谁的想法比别人的更重要，都将经受同样的检验

7. Believing that all men are equal, no one's ideas are more important than others, and will be tested the same way

8、希望成员不要在团队内部带有“权力”意识（比如地位和头衔）；

8, I hope members do not have a sense of power (such as status and title) within the team.

9、有权表达自己的情感，而不是由别人告诉我们“应该”有怎样的感受

9, have the right to express their feelings, rather than being told how we should feel.

10、这个过程需要很长的时间，我们有偶尔犯错误的权利。

10, this process takes a long time. We have the right to make mistakes occasionally.

11、协作危害。在全球市场中，合作是所有取得成功的组织的重要组成部分。但是优秀的主管必须要注意它的一些隐患。一成不变的合作是有问题的，它是个性、进步、多样性和变化的克星。

11, collaboration hazards. In the global market, cooperation is an important part of all successful organizations. But a good supervisor must pay attention to some hidden dangers. Constant cooperation is problematic. It is the nemesis of individuality, progress, diversity and change.

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