How to write a personal summary of call center work

To sum up, we can turn scattered and superficial perceptual knowledge into systematic and profound rational knowledge, so as to draw scientific conclusions, so as to carry forward achievements, overcome shortcomings, learn lessons, and make less detours and more achievements in future work.

Personal summary article about the work of call center

Time flies, the sun flies, and the enrollment work has come to a successful conclusion unconsciously. It's time to wait for people. 20 19 Call Center Enrollment Review in detail, bittersweet. Thanks to the support of the leaders and the dedication of all the staff in the call center, the work of the call center in the first year was successfully completed. Harvest the fruits that belong to us in this hot summer. In 2020, the enrollment work will rank first in both quantity and quality in private colleges and universities in Hebei Province, and we even exceed more than 20 public colleges and universities. We are glad to have made such achievements, but we also have some regrets.

The call center was established in 20XX 165438+ 10. 20XX was officially put into use on June 1 day. In the past four months, because it was the first call center in colleges and universities, there was no experience to talk about, so the staff of the call center began to cross the river by feeling the stones. The call center registration system of Jinxuntong Call Center has many functions, such as queuing and grouping, automatic voice navigation, incoming call screening, outgoing call assignment, recording, monitoring, data statistics, system knowledge base and so on. There are eight seats, eight QQ and eight 400 telephones in the call center, which are consulted by candidates. The main job is to receive QQ consultation, 400 telephone consultation and call back visiting students and QQ consultation students. In 2020, the total number of consultations was 4,577 QQ consultations, 3,662,400 telephone consultations and 3,668 telephone consultations.

In May, 20XX, the call center began to recruit campus students for work-study programs during the holidays, and on May 15, qualified students were trained in the use of Jinxuntong call system. Then in the middle and late May, the staff of the call center were trained in the basic business of campus enrollment. Thanks to the careful training of Dong Juan, a teacher from the Admissions Center, 16 professional seating staff were trained. 16 agents are the first employees of the call center.

Looking back on the work of the 20XX call center, the staff of the call center have been anxious about the candidates' urgency and thought, and have completed the intense enrollment work for nearly three months. There are both gratifications and regrets. At this moment, it is summarized as follows:

Let us feel gratified that:

1. First of all, I think the enthusiasm of the staff in the call center is very important. Continuous enthusiasm means enhancing service awareness. Good service is an important guarantee to attract students. Every employee in the call center has done it. Whenever the examinee calls, it is 10 in the evening. Our staff is still very enthusiastic to answer the questions of candidates. I firmly believe that enthusiastic, patient and all-round answers are one of the keys to students' preference for campus, and they are the window of campus publicity and display the image of campus.

2. In the training of call center, we have done detailed training from the aspects of campus enrollment policy, infrastructure, teaching management, student management, logistics service and graduate employment, leaving no dead ends. But when students call, no matter what the questions are, the call center staff can answer the candidates and their parents in detail. Our staff all understand that this is a major event related to the future and destiny of all candidates, and there is no reason to be sloppy.

The call center has eight seats and sixteen seats. Go to work from 7: 00 a.m. to 0: 00 p.m./kloc-0: 00 p.m. and answer questions for candidates all day, so that candidates can realize that the campus is people-oriented and think of students wholeheartedly. So every two employees should use a computer. In order not to be divorced from work, the person in charge of the call center established a shift schedule for the staff. Let the two classes know what they have done, what tasks they have completed, and what they have not completed, which they need to complete by themselves. This list is unobstructed. In this way, everything is discussed with the candidates, even if they are not in their own classes, there are no mistakes, so as to better serve the candidates.

4. The task assignment of the call center is very detailed. Each agent logs into a QQ of Shijiazhuang Road Engineering Vocational College to complete the task assigned by the system. The monitor in the seat will import the tasks dialed the next day into the system before coming off work. When agents log in to their accounts, the system will automatically assign tasks to agents, which is more convenient for the timely completion of tasks. There are also regrets, because the call center was established only in the first year, and I know nothing about the financial communication system. After software training, I still can't fully use this multifunctional system. Unfortunately, the enrollment work of 20 19 only uses some functions in the system, such as incoming call screening, outgoing call assignment, incoming call information statistics, knowledge base and so on. However, the probability and conversion rate have not been better utilized. Therefore, it is expected that the system can be applied in all directions in next year's enrollment to reduce unnecessary manpower expenditure.

The second call center work personal summary model essay

I have been a customer service worker in China Telecom for three years. In the past three years, I have been bitter and tired, laughing and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.

In the past three years, my progress has risen in a straight line, slow but not slow, thin and solid. Because as a customer service staff, I know to do basic skills well, keep smiling, behave appropriately and be patient. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the KPI assessment, I was rated as an excellent customer representative every month. In 2006, I was sent as an outstanding representative of affinity training. In 2006, I was arranged to go to 10000 for exchange study. During this period, my suggestion was adopted by the leaders many times. Because of my outstanding achievements, I was rated as an outstanding employee in 20 19. I have a wide interest in entertainment. Love writing. Last May, a valuable advertising slogan was adopted in the solicitation of telecom product advertisements. In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.

As a customer service staff, some people say that this is a thankless job. Indeed, the things that customer service needs to deal with are sometimes trivial. I am very busy every day, and I will meet all kinds of customers every day, polite, rude, grateful, angry, reasonable and unreasonable. At the beginning of the wrong number, the mood will change every day with the things we meet and the customers we meet. Being scolded by the customer, my mood became heavy and I couldn't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I also had rich and solid business knowledge, so that I didn't have enough confidence to answer the customer's questions correctly. So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that when I was connected, I encountered many difficulties. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and I won the title of excellent operator, which was recognized and praised by everyone.

I remember that I received a phone call from a customer one night saying that my PHS had been robbed and I had to stop immediately, but I couldn't report my lover's ID number. The operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. Without the presence of the shift supervisor, how to strictly abide by the rules and regulations is our criterion, but at this time, the interests of users may also be damaged. In the customer's words, when I vouched for such a heavy word with my personality, I immediately said, Sir, I believe you ... and wrote down his personal ID number in detail, telling him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, do we think more about users or dare not take some responsibilities without damaging the company's interests? Do we refuse with seemingly impeccable legitimate reasons, or are we flexible? Being a customer service staff who dares to take on some responsibilities is not just about completing one thing. It takes time and effort to do one thing well, think thoroughly and do it right. The so-called consideration for customers, sharing worries for customers and satisfying customers' wishes is by no means the sentence "Sir, I can understand your emotions". Instead, we need to have a sense of responsibility and be good at analysis and handling, so as to truly realize our customers' wishes and enhance the company's service quality and image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.

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