Research On Comprehensive Evaluation Of Call Center Based On Mandatory Distribution Method

Call center customer service staffs assessment is an important part of the call center management, in the call center of the labor intensive industry in line customer service staff performance assessment mode, directly determines the call center operation mode, the vision direction and incentive effect. Thus, the call center of customer service performance assessment model for the daily operation and maintenance of the call center has played a decisive role.Call center is not a new concept, the world first with a certain scale, can provide 7* 24 service customer service center is by Pan American Airways in 1956, built and put into use, its main function is can let customers through customer service center of ticket reservation. Then AT&T introduced the first call center for the outbound call marketing, the concept of a specific business activity is gradually accepted and adopted in the world, until the formation of today’s large-scale call center industry.Also a lot of scholars at home and abroad is on call center performance evaluation had a lot of research, for the performance evaluation of the content and specific projects have very nuanced analysis, but most studies but on how to use these performance appraisal data of the personnel of the service evaluated almost no word, including author, in many call center managers in the use of a lot of the previous research results of performance examination, leaving a pile of performance appraisal data, the problem still dropped back to the managers, the results directly resulted in the management of performance appraisal results using varied. On the author access to the relevant information, domestic call center performance evaluation of the relevant articles more, but for the performance evaluation is a blank, combined with the author’s actual work experience, the majority of the call center performance evaluation system is not systematic, and more to the management experience, often occurs due to the inappropriate management of performance evaluation.In this paper, we analyze the characteristics and difficulties of the call center, and analyze the characteristics and difficulties of the call center, and combine the practical examples in the work to explain why the system is suitable for labor intensive and knowledge intensive, and the practical application of the method.