S120 – Supervisor’s and Lead’s Role In
Agent Monitoring
课程 S120 - 主管与小组组长对话务代表的监控
Course Value: 7 hours of class. All courses
can be offered as Certificate Programs
课时:7小时. 该科目所有课程都可以提供学习认证
Objectives
预期效果
Upon completion of this class, students will
learn:
课程结业时，学员们可以学到：
- Learn five methods of agent monitoring and
what criteria to use when selecting the best monitoring method for
the Contact Center situation.
学习话务代表监控的五种方法，以及选择最佳的适用于你的呼叫中心具体情况的标准。
- How monitoring is used to identify an agent’s
skills and opportunities for growth and when corrective action with
an agent is needed.
监控是在必要的时候纠正话务代表的操作，以确认话务代表的技能得到提高。
- Learn the Generic Core Competency Skill areas
to be monitored to identify the agent coaching and reinforcement training
areas of need:
学习一般监控的核心能力技巧，以确认话务代表对训练和加强型培训的需求：
- Core Competency Skill area of telephone
communication skills: Monitoring the agent use of the four Elements
of Communication.
电话交流技巧的核心能力技巧：使用以下四个交流的因素对话务代表进行监控。
语言表达
声音质量
倾听的熟练程度
- Positive service oriented attitude development
and maintenance
开发并维持积极的服务态度
- Core Competency Skills in call Conversation
and Management skills to help agents guide their calls through
the four conversational steps which are in each of the forty Call
Applications. These skills assist agents in their call conversation
and call management by helping them:
电话交谈的核心能力技巧与管理技巧（在四十种电话应用中）帮助话务代表按电话交谈的四个步骤处理电话，这些技巧帮助话务代表处理他们的电话交谈和话务管理：
- --sounding conversational rather than scripted
听起来象交谈而非照读脚本。
- --maintaining positive control of the phone
conversation
积极的控制保持电话交谈。
- --controlling the length of the call - very
important in inbound work
控制电话的长度-在呼入服务中尤为重要。
- --creating a comfortable business atmosphere
for the agent and the Decision Maker
为话务代表和购买决策者创造舒适的商业气氛。
- Specific Business Activity Call Handling
Core Competency Skills: Using monitoring to identify the agent
coaching and training needs in handling the call application the agent
are assisting. This module can be taught to a mixed group of attendees
or customized, presenting only the following specific monitoring instruments
that meet the needs of one firm
特殊的商业活动电话处理核心能力技巧：使用监控确认话务代表在处理电话应用方面的训练、培训需求。此部分课程可对不同小组的培训或针对性的选择需求的培训，只列出以下适合你的呼叫中心需求的专门监控方法。
市场
- Prospecting - Qualification
探究潜在客户-确认潜在客户资格（是否有购买意向/实力等）
- Prospecting - Appointment Securing
探究潜在客户-确认约会
销售
客户服务
- Specific Productivity Core Competency Skill
areas: Using monitoring to identify the Agent coaching areas of
need, such as:
特殊的生产力核心能力技巧：使用监控来确认话务代表对训练的需求，如：
每小时拨号
话务处理时间
- time it takes to pick up the phone
从电话响到接起电话的时间
- inbound calls handled per hour
每小时呼入服务电话处理
- other criteria that differs based on if it
is an inbound/outbound/B to B or B to C Center
对于B to B,或B to C 呼叫中心的其它不同标准。