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Jingdong book

服务外包工程教育系列：呼叫中心实训教程

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Jingdong book

服务外包工程教育系列：呼叫中心实训教程

Name: 服务外包工程教育系列：呼叫中心实训教程
Brand: Jingdong book
SKU: 3110197941
Price: 26.36 USD
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《服务外包工程教育系列：呼叫中心实训教程》是主要针对本科和专科学生进行专业培训的使用教材，也可以供呼叫中心管理或从业人员自学使用。全书分为三大部分：第一部分概述，系统地介绍了服务外包和呼叫中心的定义、分类和产业发展的相关情况及问题，着重概念、定义和相关的基本理论，使读者能够对其全面系统地了解；第二部分呼叫中心通用基本技能，是对呼叫中心坐席员通用的基本技能培训，可以使学员全面掌握呼叫中心从业人员应该具备的最基本的通用的技能；第三部分是呼叫中心专业技能培训，针对被动呼人类和主动呼出等不同类别的岗位，主要围绕客户服务、电话营销、网络营销渠道和现代客户关系管理四大方向进行针对性专业技能培训。通过对本教材系统的学习，学员能够全面掌握呼叫中心从业人员应有的各项基础技能和专业技能，从而成为一名合格的呼叫中心从业人员。

Catalogue

第一部分概述
第1章服务外包与呼叫中心
1.1服务外包概述
1.1.1服务外包的定义
1.1.2服务外包的分类
1.1.3业务流程外包的特点与发展
1.1.4当前业务流程外包的重点领域
1.1.5其他领域的业务流程外包
1.2呼叫中心概述
1.2.1呼叫中心的概念
1.2.2呼叫中心的作用
1.2.3呼叫中心的特征
1.2.4呼叫中心的产生和发展
1.2.5呼叫中心的分类

第2章呼叫中心的四大功能和发展方向
2.1呼叫中心的四大功能
2.2呼叫中心未来的发展方向
2.2.1新型的呼叫中心
2.2.2提供更优质的服务
2.2.3控制、节约运营成本
2.2.4创造更多利润

第3章呼叫中心人力资源分析
3.1呼叫中心人才供需状况
3.1.1呼叫中心人才综述
3.1.2呼叫中心高端人才概况
3.1.3呼叫中心中层人才概况
3.1.4呼叫中心基层人才概况
3.2呼叫中心人才的职业发展规划
3.2.1如何诊断自己的职业生涯
3.2.2如何管理好自己的人力资源
3.2.3如何鉴别与瞄准组织的人力资源需求
3.2.4如何规划与实施自己的职业生涯

第4章呼叫中心坐席代表岗位分析
4.1呼叫中心坐席代表
4.1.1呼叫中心坐席代表的概念和认证
4.1.2呼叫中心坐席代表的分类
4.2坐席代表岗位描述和职责
4.2.1坐席员的主要职责
4.2.2坐席员的日常工作
4.3坐席代表岗位能力模型
4.3.1坐席代表基本素质要求
4.3.2坐席代表个人性格和能力评价标准
4.4呼叫中心岗位工作环境、压力和强度
4.4.1工作环境
4.4.2坐席人员工作强度和压力
4.5呼叫中心的管理制度
4.5.1工作环境管理制度
4.5.2工作礼仪及工作状态管理制度
4.5.3交接班管理制度
4.5.4值班、值日管理制度
4.5.5办公设施使用管理制度
4.5.6安全保密责任管理制度

第二部分呼叫中心通用技能培训
第5章礼仪和文化训练
5.1基本职业礼仪
5.1.1礼仪的概念
5.1.2礼仪的特点
5.1.3握手应注意的要点
5.1.4服饰与个人形象的关系
5.1.5电话沟通的礼仪
……
第三部分呼叫中心专业技能培训

Book Abstract

2．2呼叫中心未来的发展方向
2．2．1新型的呼叫中心
1．多媒体技术与呼叫中心的融合
传统意义上的呼叫中心是指以电话接入为主的呼叫响应中心，为客户提供各种电话响应服务。但是单纯的电话服务已经远远不能适应信息社会发展的需要。呼叫中心的概念将扩展为多种渠道的“多媒体互动中心”或客户综合服务及营销中心。多媒体将包括voIP、web、Email、BBs、短信、传真、视频、即时聊天等各种现在能用到的联络手段，既能拓宽服务渠道也能增加控制营运成本的方法。现在这样的转变已经在大多数呼叫中心开始，越来越多的呼叫中心在提供传统的热线号码的同时也开始提供诸如网站、Email，甚至QQ等联络方式。未来的呼叫中心将基于语音数据和视频信息的cTI（computerTelephonyIntegration）技术，从而将使呼叫中心在功能上得以飞跃。
2．基于lP技术的虚拟呼叫中心
在发达国家，由于人力成本相对较高，许多呼叫中心的坐席已经建立在了人力成本相对低的地区。在实际的案例中，建设在印度的某呼叫中心的坐席代表已经可以操着有浓郁得克萨斯口音的英语，为来自美国得克萨州的客户提供服务，尽管客户在打人电话的时候并不了解线路的另外一端是一个土生土长的印度人。
客户打入电话后，系统会根据主叫号码将来电路由到本地呼叫中心坐席，或者判断分布的呼叫中心各个点，将电话自动路由到最空闲的异地客户服务坐席，实现呼叫量的统筹分配及最合理的运用。这样将直接带来两大好处：实现各地统一的客户服务号码，并凋动整合世界各地各分支机构的资源；将庞大的客户服务电话应答队伍建设在人力成本相对较低的地区，大大降低呼叫中心的运营成本。
基于IP技术的呼叫中心在人员配备方面提供了史无前例的灵活性。业务代表可以在自己的家中或者在配备了适当电话的远地上班。他们完全与在呼叫中心上班的业务代表完成相同的呼叫处理功能，收到相同的服务以及监督级别，形成“虚拟的呼叫中心”，同时，智能网络可以把多个系统组成超大规模的系统，用多个系统实现高负荷系统的资源共享、负载均衡以及实现多个系统之间的容灾。
地理位置的独立性和可扩展性。IP呼叫中心的建立，理论上可以在企业网络的任何位置。一个单独的IP呼叫中心可以管理多个地点的商业规则和路由，保证不同地理位置的销售人员和服务人员正常处理客户联系。可以在一个或多个地点添加坐席人员，而继续在一个位置管理系统，使远程坐席成为可能。IP呼叫中心的一个显著的优势就是它对异地办公和远程坐席的支持。
IP呼叫中心中的坐席可以处于任何一个位置，比如另一幢大楼，另一个城市甚至另一个国家，而且拥有和呼叫中心主体部分的坐席一样的服务能力和监视级别。使用远程坐席，可以允许坐席人员在家里办公，吸引和留住一些技能高超的坐席人员；可以有效地减少设备和日常开销；可以更好地解决季节性的业务波动和高峰时刻人员问题。
……

Introduction

伴随着全球信息化浪潮，以信息技术为依托，利用外部专业服务商的知识劳动力，来完成原来由企业内部完成的工作，从而达到降低成本、提高效率、提升企业对市场环境迅速应变能力并优化企业核心竞争力的服务模式席卷全球。这种称之为“服务外包”的模式对新兴发展国家优化产业结构，转变贸易增长方式有着重要作用。印度、菲律宾、乌克兰等国家都在大力发展这种具有科技含量高、附加值大、资源消耗低、吸纳就业能力强的产业。
近年来，中国作为后起之秀，凭借在宏观经济环境、基础设施、政策支持、劳动力成本等方面的优势，已成为全球服务外包转移方首选的承接地之一。2011年，中国社科院发布的《中国服务外包发展报告》预测，10年之后，中国很有可能取代印度成为承接高科技服务最多的国家。伴随着产业的蓬勃发展，人才资源匮乏成了制约服务外包产业发展的主要瓶颈。但是，在传统教育体制下大量应届毕业生苦于就业无果，另一方面服务外包产业又需要大量人才。为此，以杭州为代表的21个国家服务外包示范城市专门针对服务外包产业需求建立了一批服务外包学院，形成政府、高校、服务外包企业、人才培训机构“四位一体”的服务外包人才培养体系，力求人才培养与企业需求无缝对接。
2011年4月，第二届“全国服务外包人才培养高峰论坛”在杭州召开，与会代表在探索服务外包人才培养新思路、新模式、新方法的交流中深感服务外包教材的匮乏，专门就教材编写开展了热烈的讨论，并决定成立“服务外包工程教育系列教材”编委会，组织来自国内外服务外包一线企业工程师和高等院校教师共同策划和编写教材，并启动了首批18本教材的编写工作。这套教材针对外语应用、软件与信息服务、金融信息服务、创新管理、跨国界文化等都编写成书，涵盖了服务外包领域从业所需的知识和技能。这套教材以产业需求为导向，是校企合作开展服务外包人才培养的一次有益实践，对探索我国服务外包产业和工程创新人才的培养具有积极的意义。

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