目 录
总 则 ....................................................................................................................................................................3
第一章 项目需求分析 ..........................................................................................................................................4
1.项目需求访谈 ................................................................................................................................................................4
1.1 需求访谈执行流程 .............................................................................................................................................4
1.2 项目需求访谈表 .................................................................................................................................................5
第二章 项目成本分析及控管...............................................................................................................................7
1.公司成本分析 ................................................................................................................................................................7
1.1 目的.....................................................................................................................................................................7
1.2 分析说明 .............................................................................................................................................................7
1.3 公司成本分析表 .................................................................................................................................................7
2.运营成本分析 ................................................................................................................................................................8
2.1 目的.....................................................................................................................................................................8
2.2 运营成本说明 .....................................................................................................................................................8
2.3 运营成本分析表 .................................................................................................................................................8
3.项目作业量分析 ............................................................................................................................................................8
3.1 目的.....................................................................................................................................................................8
3.2 呼入项目作业量分析表 .....................................................................................................................................8
3.3 呼出项目作业量分析表 .....................................................................................................................................9
4.项目报价........................................................................................................................................................................9
4.1 呼入项目报价形式 .............................................................................................................................................9
4.2 呼出项目报价形式 ...........................................................................................................................................10
第三章 项目员工管理 ........................................................................................................................................10
1.项目员工管理流程 ......................................................................................................................................................10
1.1 项目员工招聘流程 ...........................................................................................................................................10
1.2 项目员工面试&岗前培训流程.........................................................................................................................11
1.3 项目员工入职流程 ...........................................................................................................................................12
1.4 项目员工离职流程 ...........................................................................................................................................12
1.5 项目员工薪酬方案确认流程 ...........................................................................................................................13
2.项目员工管理制度 ......................................................................................................................................................13
2.1 入职制度 ...........................................................................................................................................................13
2.2 工作纪律制度 ...................................................................................................................................................14
2.3 薪酬制度 ...........................................................................................................................................................16
2.4 离职制度 ...........................................................................................................................................................17
2.5 呼叫中心各项管理制度 ...................................................................................................................................18
第四章 项目运营管理 ........................................................................................................................................24
1.项目启动......................................................................................................................................................................24
1.1 项目信息整理 ..................................................................................................................................................24
1.2 项目启动会 .......................................................................................................................................................25
1.3 制定项目进度和计划 .......................................................................................................................................26
1.4 设定项目目标 ..................................................................................................................................................27
1.5 项目收支控管 ...................................................................................................................................................28
2.项目实施运营 ..............................................................................................................................................................29
