MindMap Gallery B2C e-commerce call center operation management
B2C e-commerce call center operation management: direction and strategy, customer management, performance management, quality management, technical management, operations management, and employee management.
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This is a mind map about bacteria, and its main contents include: overview, morphology, types, structure, reproduction, distribution, application, and expansion. The summary is comprehensive and meticulous, suitable as review materials.
This is a mind map about plant asexual reproduction, and its main contents include: concept, spore reproduction, vegetative reproduction, tissue culture, and buds. The summary is comprehensive and meticulous, suitable as review materials.
This is a mind map about the reproductive development of animals, and its main contents include: insects, frogs, birds, sexual reproduction, and asexual reproduction. The summary is comprehensive and meticulous, suitable as review materials.
B2C e-commerce call center operation management
direction and strategy
Vision, Mission, Core Values
Functional positioning
organizational positioning
Short, medium and long-term strategic goals
Cultural Construction
Venue and facilities
Customer management
customer segmentation
value segmentation
identity distinction
Brand segmentation
product segmentation
Service strategy
Service Level
Routing strategy
Staffing
Resource allocation
employee empowerment
Satisfaction management
Satisfaction management
Customer experience management
customer value management
loyalty management
churn rate
Repeat purchase rate
Recommendation rate
Return Per Customer (ROC)
Up-sell and cross-sell revenue
performance management
Establishment of performance system
Breakdown of strategic goals
critical success factors
performance indicator system
Breakdown of performance indicators
Overall assessment indicators
Functional department assessor list
First-line supervisor evaluation indicators
Evaluation indicators for frontline employees
Customer Metrics
customer satisfaction
customer churn rate
customer value return
employee metrics
employee satisfaction
turn over rates
Employee Engagement
Operational indicators
Service Level
service quality
First time resolution rate
error rate
abandonment rate
average response time
financial indicator
Single call cost
minute cost
Single call revenue
sales
Performance analysis and improvement
Comparative analysis
Correlation Analysis
trend analysis
control analysis
cause and effect analysis
regression analysis
normal analysis
Performance Appraisal and Incentives
Gap Analysis
Counseling training
Rewards and incentives
Quality Control
Establishment of quality standards
client needs
Business needs
Calibration of quality standards
Formation of quality inspection team
Quality control implementation
Quality data analysis
personal analysis
Team analysis
Overall analysis
feedback coaching
Mentoring program
Counseling preparation
Counseling skills
Counseling effect
Technical management
Technology Architecture
PBX
ACD
IVR
CTI
middleware
desktop system
knowledge base system
Speech recognition and analysis system
recording system
WFM system
performance management system
Recruitment screening and evaluation system
VoIP
virtual operation
database
Technical maintenance
Emergency Response
business requirements development
Business needs assessment
Implementation plan determined
development quality
Development timeliness
New technology procurement
Evaluate
Selection
test
deploy
operations management
Business volume forecast
data collection
Data cleaning
method of prediction
Predictive model
accuracy measure
Staff scheduling
Basic needs calculation
Working hours efficiency measurement
Calculation of shift demand
Shift length matching
Team size matching
Rehearsal and confirmation
flexibility management
On-site control
Real-time data monitoring
Flexible personnel management
Activation of emergency plans
emergency plan
Formulation of emergency plans
Contents of emergency plan
Levels of emergency plans
Emergency plan drills
rules and regulations
Manner and behavior
Desktop management
work place
Keep information confidential
Employee management
Organizational structure settings
Position setting
Job description
reporting relationship
Management ratio
Competency and quality model for each position
Hiring
Recruitment channels
Screening process
Filter criteria
interview team
employee training
New employee training
on the job training
Solicitation of training needs
Training plan development
Training course development
Training team formation
Training implementation means
Training effectiveness evaluation
Train the Trainer
Employee incentive
motivational principles
Incentive plan
Mental stimulation
material incentives
effect evaluation
Employee Development
Employee development channel
personal development plan
development resource commitment
regular development review
Employee retention
Exit interview
Churn analysis
Employee satisfaction management
satisfaction survey
Satisfaction analysis
improvement plan
Employee Engagement Management
Q12
employee happiness index