Call center supervisor speaks competitively.

Call center supervisor speaks competitively.

A speech is a speech delivered by a speaker on a certain occasion and in front of an audience, focusing on the theme. In a progressive society, more and more people contact and use speeches. In order to make it easier and more convenient for you to write your speech, the following are the speeches I collected for the call center directors for reference only. Let's have a look.

Call Center Supervisor's Competition Speech 1 Dear leaders and colleagues,

Hello everyone!

With the development of the times and the progress of society, competition is everywhere and more intense. As a wave of competition, competitive employment has built a space and platform for people to fully display their comprehensive ability. Here, I am very grateful to the company leaders for giving me this opportunity. Personally, this is not only a competition, but also a test and sublimation of my call center work for many years, so that I can better serve the company and grow with it. The following are the main contents of my competition plan:

First, understand the responsibilities of the call center supervisor.

Call center is a comprehensive service platform for home care for the aged covering the whole city, and its service level directly affects tens of thousands of elderly people in the city. As a middle-level manager, the call center supervisor should be the bridge and link between the management and the front-line agents (csr), and the concrete executor of the call center management measures, which directly affects the morale and service level of the front-line agents. In my opinion, to be a competent call center supervisor, you should have four elements:

(A) the correct attitude towards work

The attitude of doing things often determines your grades. In fact, "there is a lion hidden in everyone's heart" depends on how you inspire it. A positive and sunny working attitude is the first and most critical step to your success.

Good communication skills.

Kōnosuke Matsushita, the founder of Panasonic, has a famous saying: "Enterprise management used to be communication, now it is communication, and the future is communication." This shows the importance of communication. Only by smooth and effective communication can the company enter the track of benign operation.

(3) Efficient implementation

Execution is the ability to translate strategies and decisions into execution results, that is, "the ability to react quickly and implement or execute." Efficient execution can enable the company's development plan to be implemented smoothly in a short time and form results.

(four) skilled business ability

Business capabilities should include all the working capabilities in the call center agency business. Mastering these skills skillfully has laid a solid foundation for becoming a call center supervisor.

Second, suggestions on the current situation of call center operation

(I) Shortcomings in the operation of the call center In the daily operation and management of the call center, I have a deeper understanding of the unique operation style of the call center compared with other traditional business forms. First of all, it is special that its work content is random. The workload will be different every year, every month, every day or even every hour, which requires the call center scheduling system to be scientific and flexible. From the customer's point of view, customers often need fast, accurate and high-quality services, and providing fast, accurate and high-quality services needs the support of a perfect and mature service system. Including personnel, equipment, service mechanism and so on. Problems in any link will reduce the quality of service and affect the operation of the whole call center. As far as the current management of the center is concerned, I think there are still the following shortcomings:

1. Operator scheduling should be carried out dynamically according to business volume to avoid increasing personnel costs.

2. The employees of the company have no unified and standardized understanding of the company's business philosophy, company development planning, central development process and central business process, resulting in no work objectives and lack of work motivation.

3. The company lacks incentives and employees' working attitude lacks initiative.

4. The company lacks assessment measures and the management system is ineffective.

5. The company lacks training mechanism, and its employees have great development potential.

(2) Solutions

1, central team building, post setting and personnel training management

Personnel management is a very important link in the operation of call center. A good organizational structure is the basis for the normal operation of this big machine, and the due diligence of each position in the call center as a part is the guarantee for the normal operation of the call center as a whole.

As far as the current call center operation part is concerned, it is mainly divided into technical department and service department, and the service department is divided into call business service and customer maintenance service.

The technical department is mainly responsible for the security maintenance, development and upgrade of the call center information system, and adjusts the call center information system according to the change of call business to adapt to the development of the call center.

The call business service of the service department mainly focuses on the response of users' emergency help and life help, and the customer maintenance service mainly focuses on the return visits and complaints of existing users.

How to ensure the normal operation of the above two departments, in addition to scientific management, is to master their responsibilities, obligations and corresponding professional knowledge and skills through systematic training to meet the requirements of the post. More importantly, training can provide a solid foundation for employees' independent management by arousing their subjective consciousness and independent consciousness.

Secondly, training is a management process. People's cognition and behavior depend on the information received from others or obtained by themselves, which determines the parameters and standards for people to take certain attitudes and actions in their work and even in their daily lives. Through training, employees can accept and digest prescribed and standard information, which will affect their understanding and behavior, thus achieving the goal of healthy development of the company.

2, the center service process and service specification

Call center is a brain-intensive and labor-intensive industry. Improving operational efficiency and optimizing processes are important ways to effectively control costs and establish healthy operational performance. But it is easy for us to understand that cost control can never be achieved by blindly reducing employees' wages and benefits. Analyzing the process, optimizing the process, shortening unnecessary work and improving effective time are the most effective measures to control the cost. Cost and details are generally inseparable. When it comes to cost, it is natural to talk about details, but what we want to talk about is general details and general processes.

Come on, let me give you an example. Opening remarks of a call center: "Hello, this is XXX's customer service hotline. What can I do for you? " It looks good, but it's not. Let's listen to the opening remarks: "Hello, this is XXX's customer service hotline. Can I help you? " What's the difference between these two sentences? What different effects will it bring? A senior person from Dell helped us analyze: "There are 27 words at the beginning of the first sentence and 20 words at the beginning of the second sentence. There is no difference in meaning and etiquette between the two sentences, but the same meaning, the first sentence uses 7 more words than the second sentence, which is equivalent to using 35% more words. Therefore, I think the key difference between these two sentences lies in the great difference in text efficiency, which will greatly affect operating costs. "

Through this small example, we can feel the importance of the standard process of work management. By establishing a series of perfect work management standard processes, the call center can not only save costs, but also standardize services, thus improving services.

3, center personnel performance evaluation

In modern call center management, performance management is an important means to improve efficiency, motivate teams and cultivate excellent employees. If this method can be used correctly, it will play a great role in management; Once used wrongly, it will become a monitoring system that dominates and controls employees. This also violates the original intention of performance management. At present, the performance management methods adopted by call centers are mainly divided into key performance indicators (kpi), average processing time (aht), occupancy rate, first call resolution rate (fcr) and service level management. By setting a clear index system, employees can clearly know the requirements of the company and customers for service level and quality; Strengthening the sense of responsibility of management and front-line employees for service quality' helps management objectively evaluate operational performance, rather than relying on subjective judgment; Using objective data to analyze problems and take corrective and preventive measures can effectively reduce the operating costs of call centers.

In this era of ever-changing technology, as an operating platform that makes full use of modern communication and computer technologies, such as ivr (Interactive Voice Response System) and acd (Automatic Call Distribution System), call center comes into being, which can automatically and flexibly handle a large number of different incoming and outgoing telephone services and services. How to operate and manage this platform well is a problem for call center managers. Only by adopting advanced and scientific operation and management means and mechanisms can the call center, a product of the information age, play its due role. As a member of the call center, I have this sense of responsibility and mission to contribute to the glory of the call center.

Thank you!

Speech of Call Center Supervisor Competition 2 Dear leaders and citizens,

Hello everyone!

Today, I am very honored to be here to participate in the competition for the position of director of the Admissions Office. First of all, thank the company for providing us with this opportunity to show ourselves, know ourselves and understand our abilities. Encouraged by the leaders and concerned by my colleagues, I came here with gratitude and return, and regarded it as the beginning of a new life. In my future work, I will turn this gratitude and reward into my own motivation and work more selflessly. Therefore, today, I accept everyone's choices and tests with a sincere attitude, and also regard it as a review of my work. I hope that after the storm, I will bring you a more sincere, persistent, firm and mature me. I'm here today to compete for the position of head of the urban activity group of the admissions office; I am very excited to stand here. This competition is an important incentive and choice for me personally. Whether this competition is successful or not, I will always obey the arrangement of the leaders and do my job well.

I think the whole process of participating in the competition itself is very meaningful, and I hope I can get exercise through this competition and improve my working ability and comprehensive quality. I believe this competition will be a turning point in my future life.

20xx went to the Admissions Office for internship in May; At school, I experienced perfect market service, sincere service concept, harmonious humanistic atmosphere, profound corporate culture and broad personal development space; All these left a deep impression on me, shocked my soul and made me seem to see my future. Let me firmly believe that choosing marketing is the opportunity to choose life development. From the moment I worked, I made up my mind to do the tasks assigned by the leaders well. The rise and fall of a company depends on an employee, and every employee should do his duty in his post. As one of them, I am duty-bound. In order to do my job well, I humbly learn from every teacher around me and get familiar with my work as soon as possible. Because I do propaganda and enrollment work, as an enrollment specialist, it is the guarantee of school students. At the same time, I deeply know that my works represent the image of the school to some extent. So at work, I warmly receive every consulting student and parent, and never prevaricate. Moreover, I also use my spare time to actively explore the intended customers of similar schools, and use the relationship between friends and classmates to let them promote our school and introduce me to the intended customers; Strive to convert students to our school. In this way, I will do my bit for the school's student security.

In this year's work, I have accumulated a lot of work experience. In this competition, I think I have the following advantages:

1, I am a graduate majoring in software development in our school, and I have a deep understanding of the professional curriculum content, curriculum system, professional situation and future employment direction of our school;

I have a strong sense of professionalism and responsibility, and I love the company and my work. No matter what you do, you must have a love; I have such love, and I believe I can do my job well.

I am young, energetic and in the golden age of my life, and I am very efficient. My work style is resolute, I dare to innovate, I am active in thinking, I am good at accepting new things, and I can make rational judgments and assumptions according to the actual situation.

4. Be enthusiastic and patient. When we sell our course, it is a service in itself. For every customer and colleague around me, I will greet with a smile, listen to their demands patiently, handle everything seriously and influence them with sincerity. I also have confidence and courage to be proactive in my work. As far as this competition is concerned, I stand here to meet the challenge, find myself from the challenge, improve my own shortcomings, and also want to prove to you through my own actions that our HSBC employees are enterprising employees and dare to meet the challenge. Since it is a challenge, there will be success and failure. If I fail, it means that I still have many problems and shortcomings. I will work harder to hone myself and improve myself.

These advantages are the ideological and working qualities and requirements I have when I compete for the leadership position of city activities.

If I succeed in the competition, I will further strengthen my business study and constantly improve my personal quality in my future work. I think as long as I have a strong sense of responsibility and dedication, I will adapt to this position as soon as possible. After I compete for employment, my work purpose is: "people-oriented, pay attention to efficiency and serve customers"; In terms of work quality, I will do my best in preparation, service, inspection and treatment.

These are my thoughts on the next step. Of course, I still need the test of practice and the care, help and support of leaders and colleagues!

I believe I will live up to everyone's hopes. I will fulfill my duties, work diligently, share weal and woe with the company and colleagues, and create a brilliant tomorrow for Zhengzhou HSBC.

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