S130 – Monitoring and Performance Review
Instruments
课程130 – 监控与表现评估训练
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：
Monitoring Instrument
监控方法
- Learn the components of the four Core Competency
Skill Area Monitoring Instruments
学习四种核心能力技巧的监控方法的内容。
- Learn the monitoring procedures used to identify
coaching and training needs
学习确认训练、培训需求的监控程序。
- Experience using the four Core Competency
Skill Area Monitoring Instruments that can be used in your center.
学习适用于你的呼叫中心的四种核心能力技巧监控方法。
- Learn how to analyze the core criteria sub-categories
within each primary category and select the ones that you want to
measure.
学习如何分析在每一个主要目录中的第二级目录核心标准，并选择你需要评估的。
- How to customize the Core competency skill
area monitoring instruments by using the core criteria sub-categories
you want to measure.
如何利用你希望衡量的第二级目录核心标准，把核心能力技巧监控方法用户化。
- How to use a monitoring instrument to quantitatively
measure a complete team, identify its star performers and use this
team analysis to determine what areas the team could be coached on
at one time.
如何使用监控方法对一个完整的小组进行量化衡量，确认他的表现并使用此分析来决定此小组需要哪些培训。
- Learn the primary challenges of call monitoring
and how to set up your center monitoring procedures to help overcome
these challenges.
学习电话监控面临的主要挑战，以及如何建立你的呼叫中心监控程序来克服挑战。
- Understand the reactive nature of the lead’s
position and how to train a “lead” to assist the supervisor in monitoring.
理解小组组长职位的工作反应性的特性，以及如何培训小组组长使之可以协助主管的监控工作。
Performance Measurement and Instruments
表现评估以及方法
- Understand why performance measurements are
necessary and how they are used to reach program goals outlined by
the Contact Center.
理解为何表现评估是必要的，以及如何使之达到呼叫中心市场活动目标大纲。
- Learn how to develop a Performance Instrument
by adding performance measurements to the monitoring instrument Core
Competency Skill Areas. This provide a way to measure agent’s skills
and productivity quantitatively as well as qualitatively, as in done
on the monitoring instruments.
学习开发评估即在监控方法核心能力技巧中增加表现评估，提供了评估话务代表技巧和生产力数量、质量的方法。
- Understand the need for thorough documentation
of monitoring, coaching and coaching reinforcement training when dealing
with a challenging agent who is being considered for replacement.
理解在处理当考虑要替换一名话务代表，全面的监控、训练以及提高性培训的书面文件的必要。
- How to communicate the results of their qualitative
and quantitative instruments to an agent, comparing them with the
benchmarks needing to be reached for the center to realize its program’s
goal. How to help them understand their part and create buy-in to
strive harder.
如何与话务代表交流他们工作的质量、数量的评估结果，用呼叫中心要达到的需求标准与之相比较以澄清市场活动的目标。如何帮助他们理解他们的工作并创造归属感，使他们更努力的工作。
- Understand the reactive nature of the lead’s
position and how to train a “lead”
理解小组组长工作反应性的特性以及如何培训小组组长。