Method for evaluating performance of customer service

Abstract

The invention provides a method for evaluating the performance of the customer service. The method comprises the step of carrying out data analysis on customer service work information, including the customer service sales performance, an inquiry success rate, the average response time, a customer consultation reply rate, the customer average customer unit price, the customer evaluation and the like for evaluation and scoring. The invention has the beneficial effects of being capable of automatically calculating the performance of the customer service by presetting customer service evaluation items, the evaluation standard, evaluation scores and the weight, and better feeding back the working ability of the customer service and helping the staff to improve the working efficiency and ability through the datamation of the performance of the customer service.

Description

technical field [0001] The invention mainly relates to the field of electronic commerce, in particular to a customer service performance evaluation method. Background technique [0002] The value of e-commerce is to allow consumers to shop and pay online through the Internet, saving time and space for customers and businesses, and greatly improving transaction efficiency. Especially for busy office workers, it also saves a lot of their precious time. In the 21st century when consumer information is diversified, it has become a consumer habit to learn about product information in local shopping malls through online channels such as Baidu Microshopping, Taobao, and Newegg without leaving home, and then enjoy on-site shopping. Online customer service is a kind of customer service work based on the Internet. It is a subdivided work type after the development of e-commerce to a certain extent. It is similar to the work of traditional store salesmen. Its salary and treatment are c...

AI Technical Summary

Problems solved by technology

However, after a period of time when the personal sales performance commission method is implemented, other problems will arise. For example, the new customer service feels that the same starting line as the old customer service is unfair compared to the turnover.

Everyone is chasing sales and robbing customers. There is a lack of communication with each other, good skills and methods are not shared, and no one is willing to bring newcomers. This is not conducive to the growth of the team, and the overall success rate of the team is declining.

It just happened to be a period when the store was growing rapidly. Sometimes there were activities with a very high turnover. Some online customer service accounts were displayed in the front position on the page, some online customer service accounts had many regular customers, and many other factors led to large differences in the number of customer inquiries. , the performance of customer service varies greatly, there are many voices of unfairness and complaints

In order to improve performance, no matter how many people come, no matter whether they can serve or not, they will continue, and never transfer it to others. If they receive it, there is hope for a deal. If they do not accept it, there is no hope. external image

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