Summary refers to the written materials that social groups, enterprises, units and individuals review, check, analyze and evaluate after a certain period, a certain project or a certain work is completed, so as to affirm achievements, gain experience, find out gaps, learn lessons and have some regular understanding. It can make their thinking clearer and their goals clearer. Let's write a summary for ourselves. What kind of summary should you have read? The following is a summary of the annual work of call center customer service for everyone, for reference only, hoping to help everyone.

Annual work summary of call center customer service 1 Training is an important work of customer service call center, because the service level of customer service representatives directly reflects the service quality of the company. Only by constantly training customer service representatives in business and skills can we continuously improve the working level of employees, thus comprehensively enhancing the overall image of the company and enhancing the comprehensive competitiveness of enterprises.

In the first quarter of 20xx, the training work of our department has always been based on the concept of "the customer's business is the biggest", in order to comprehensively improve the service level of customer service representatives and provide customers with high-quality services.

Service as the goal, actively build a learning center and train learning employees. The specific summary is as follows:

I. On-the-job Staff Training

In the first quarter of 20xx, our center held 18 internal trainings. Among them, business training accounts for 78%, system operation training accounts for 5%, rules and regulations and professional ethics training accounts for 1 1%, and service skills and mentality training accounts for 6%. * * * There will be three exams.

Among them, the business training focuses on the key business of training and quality inspection issued by the provinces every month and the hot issues of headquarters dialing. For example, 3g contract plan, Wo Jia, international roaming service, campus 1+, smart to G and other key services, these business trainings not only effectively ensure the dialing test results, but also meet the consulting needs of customers.

In terms of system operation, since the customer service call system was upgraded from the original 3.0 to 6.0 in mid-March, the interface and functions of the system have changed greatly. Our center organizes customer service representative training in time to ensure that customer service representatives are proficient in the operation of the new system and realize the smooth transition of system operation.

In order to improve the communication ability between customer service representatives and customers, our center trains communication skills and language skills in a simple way through the analysis of daily recordings and combining with actual cases. Through the training of customer service representatives, we realized the defects in our work and made improvements.

In order to better standardize employee behavior and build a harmonious team. In 20xx, our center trained companies and departments in rules and regulations, performance appraisal and other aspects. Through training, everyone has a deeper understanding of their job requirements and made preparations for the smooth progress of class management in the future.

Second, the pre-job training process for newcomers has been completed.

In the first quarter of 20xx, our center recruited 9 new employees. Because the previous training process for newcomers was not perfect, with the help of the center leaders and colleagues, the pre-job training process for newcomers was completed and the training materials were improved. The details are as follows: The first stage of newcomer training is theoretical training. Courses mainly include: company profile and departmental rules and regulations, employee performance and incentive management system, and customer service center business process model. The second stage is business training. The contents of the course are: basic services of mobile network, basic services of fixed network, converged services and 3g services. The third stage is system and skill training, including customer service system operation, accounting, Langxin and communication skills training. The fourth stage is on-site training. The content is: the first week is mainly to connect with the listening teacher and ask students to record calls every day. The next week, the new employee tried to answer the phone, and the teacher was responsible for listening and checking the work order.

Through the establishment and improvement of the new employee training system, the new employee training can be carried out step by step, planned and targeted, which greatly improves the training effect and shortens the training period.

The staff's learning process enables them to work independently earlier, and solves the difficulties of fewer staff and large telephone traffic in the center.

Third, on-the-job employee assessment analysis

In the first quarter, our center held three large-scale exams, including two practice classes and one thesis class. Through the assessment, it is found that there is a big gap between employees in business and skills, and the level is uneven. The average level is above 90 points, but the scores of some employees are always around 70 points. In view of this situation, timely analysis shows that such employees are not enthusiastic about learning and have a weak sense of collective honor. In order to change this situation, on the one hand, we carry out personality training and teach students in accordance with their aptitude. On the other hand, strengthen the assessment, so that there will be spot checks when there is training, assessment when there is spot checks, and promotion when there is assessment. Actively seek solutions. Through the above measures, some employees attach importance to the training work ideologically, and their learning enthusiasm has also been improved.

The above are some basic information about the training work of our department since the first quarter of 20xx. In order to better do the training work in the next quarter and improve the service level of the center in an all-round way, as a training post, we will continue to work hard in the following aspects:

1. Enhance the pertinence of training and link the training content with the actual business needs.

2. Improve the training awareness of all staff and improve the learning enthusiasm of employees.

3. Enrich training forms and carry out self-training and supplementary training for employees.

4. The teaching forms are flexible and diverse, which improves the interaction with students.

5. The training purpose is clear, so that there is training, assessment and improvement.

A seemingly simple training job is not easy to do. Every link is very important from the investigation of training demand, the formulation of training plan, the collection and arrangement of training materials, the development of training courses and the evaluation of training effect. The negligence of a small detail will affect the whole training effect. A good training system and correct training methods will promote customer service to a higher level in future work.

Call Center Customer Service Annual Work Summary II Time flies. With the care and help of the department leaders and directors, I worked hard and conscientiously, and completed my own work and the work assigned by the leaders with a pragmatic work style, firm ideological belief and full work enthusiasm. Focusing on improving the work efficiency and quality of the call center, giving full play to post functions and constantly improving working methods, the work efficiency of the call center has been promoted and various tasks have been successfully completed. Now briefly summarized as follows:

First of all, due to the continuous development of new communities, our business volume is also increasing. * * * Received nearly 10,000 calls this year. Among them, there are nearly 1000 calls for repair, including nearly 1000 accidents. When accepting unexpected accidents, report to relevant departments and leaders at the first time, communicate with users well, learn patience and tolerance, and need to be tolerant and understand users. After the fault is recovered, we will also pay a return visit to the users and report to the leaders as soon as possible.

Secondly, it is also important to take a friendly attitude towards users and pay a return visit, so that we can understand some opinions of users on our services and help to understand the maintenance situation of maintenance personnel and users' suggestions.

As an excellent customer service staff, you should have the conditions of affinity, professionalism and instant truth, because the key person to ensure user satisfaction is every employee who answers the phone.

Finally, the first thing for customer service staff to solve problems for users is always to deal with users' emotions. Emotional service is also part of their work. When they encounter users' dissatisfaction, they should deal with it in the right way in time. Let users be satisfied, and take the establishment of good customer service relationship as the service goal.

In this year's work, I also realized that mentality is very important in my work. In order to promote the progress of my work and constantly improve myself, I should not only have passion, but also have a positive and peaceful mind. However, in the future work, we still need to learn from other people's experience to make up for our own shortcomings and constantly enrich our professional and technical knowledge, so as to better help users and let ourselves go further.

I will try my best to correct the shortcomings in my past work, continue to work hard, always adhere to the attitude of asking if I don't understand, learning more if I don't understand, cooperate more with my colleagues, report more to my leaders, complete my work better, arrange my work reasonably, and contribute to the development of the company.

Annual work summary of call center customer service III. Provide one-stop service image: there is no longer the phenomenon of "kicking the ball", the customer's phone will not be transferred, and finally it will go away.

Second, improve work efficiency: effectively reduce the call time, reduce the network cost, increase the business volume of employees/business representatives, transfer incoming calls to the correct extension at the first time, and find and solve problems through the call center. At the same time, the automatic voice response system can free employees from complicated work, manage more complicated business dealing directly with customers, and improve work efficiency and service quality.

Third, open source and reduce expenditure: the call center completes the transmission of voice and data in a unified way, users can easily obtain the data in the database through voice prompts, effectively reducing the duration of each call, and each seat staff can handle more calls in a limited time, greatly improving the telephone processing efficiency and the utilization rate of the telephone system.

Fourth, improve the quality of customer service: automatic voice equipment can provide polite and enthusiastic service continuously, even at night, you can use automatic voice equipment to extract the information you need. Moreover, due to the improvement of telephone processing speed, the online waiting time of users is greatly reduced.

5. Retain customers: provide tools such as customer analysis and business analysis to help you judge the most valuable customers, reward your old customers, find out customer needs and meet customer needs, so as to improve customer service and achieve the purpose of retaining customers.

6. Bring new business opportunities: understand the real value of each call, improve efficiency, increase income and enhance customer value. By using technology investment, you can better understand your customers, keep close contact with them and make your products and services more valuable. In particular, new business opportunities can be obtained from every call.

Tell me another topic related to newcomers. There are many junior and middle managers of enterprise call centers present today. Personally, I think that attaching importance to newcomers is in line with fuzzy management theory. A newcomer to a company, no matter what position he is assigned, is always the dirtiest, most chaotic, worst and most inconspicuous position. With any luck, he has a master. Life is not good, basically relying on personal struggle. If you have personal charm, you can plunder some resources to help him through the adaptation period in the first half of the year. This situation is very similar to the growth of mushrooms. Mushrooms also grow in the darkest and least conspicuous places. When they grow well, they are sold. If they don't grow well, they will rot in the forest. Therefore, don't ask our employees, especially new employees, to lose at the starting line. Because he is our future.

I swear not to advertise. I really don't want to advertise. My advertisement is on this page, and it will never last more than 30 minutes. This page of advertisement has been stuck in this one. People know me not because they know me, but because they know the platform represented by the roadshow. Our company is relatively low-key and deep, and never advertises, so today I came out to advertise for the first time, Huashu, not that Digital China. Frankly speaking, Huashu is not famous, but this company is not small. We have 70 branches in China, and our main business is concentrated in three branches. One is IT application. Companies such as China Enterprise Power, New Network, and China Enterprise Open Source all focus on IT application. The second is culture and communication. I believe everyone has seen Confucius, which was shot by China Digital Group and invited by Hu Mei, but the box office is not very good, and it is really impossible to make Avatar. Third, make some contributions to the housing project of the motherland, circle the land in Guangzhou and Wuhan, build some houses and cheat some people's pockets. We have more than 7,000 people working on IT applications and advanced platforms, headquartered in Beijing, in the Economic Development Zone. Every time I communicate with friends in the industry, I advocate openness. If you go to Beijing, which is not too far away, and the South Fifth Ring Road, you must come to our place, and we will move to China Digital Park immediately. Welcome to our place.

I have been a call center for 12 or 3 years, constantly exploring, enriching and revising the principles of employing people, including the principles of employing people. Everyone is talking about choosing, educating and staying. I added two latitudes, cutting and releasing. Choose, choose who? At the top decision-making level of the call center, he will be more inclined to choose someone who is more like himself, just like choosing a wife, not choosing a family and not entering the house. To choose a person, he should have a pleasant human nature and a humble personality. A person who doesn't understand small land is definitely not suitable for customer service. For example, my wife described me as a little mouse. Why did something happen? Others think nothing happened. Do you think the sky is falling? This kind of person is suitable for complaints and customer service. At the same time, customer service is a high-pressure and repetitive work, such as

If you don't have the ability to release yourself and your ability to resist blows is weak, there is no way to balance life and work. Education, many enterprises are doing very well. Stay, create opportunities and keep your promises. As a manager, keeping promises is the most important lesson. Some of our smart managers are prone to make a mistake, that is, they like to make promises and have time, place and ideas, but they can't do it in the end. If they don't do this, people will be lost and there will be no good words.

Summary of the annual work of call center customer service 4. My first job when I first entered the society was to answer the call center. Before that, I never thought that my life would have anything to do with my little ear tag, but now my closest working partner is it. Every time I put on ear tags, I will throw them all away, no matter sad, depressed or depressed, there are only self-confidence, happiness and full of energy. I think it has been four years, during which I have some work experience to share with you.

The first thing customer service should learn is to listen. China is vast in territory and abundant in resources, and the customers who call come from all corners of the country. It is inevitable that there will be language differences, and each customer's expression ability is different, so pay more attention to listening. Find information points from customers' words and phrases and provide customers with the help they need. Thirdly, the mastery of professional knowledge not only refers to the company's product information and functions, but also includes the information of the same industry and similar products and their advantages and disadvantages. Third, learn to put yourself in the shoes when you are full.

Please don't be depressed or even angry when the spirit, sweet voice and sincere attitude are exchanged for unreasonable accusations and abuse from customers. As the saying goes: a mother gives birth to nine children, and nine children are different. Everyone has different temper and education level, so their expressions are different. You should put yourself in the customer's shoes and consider the problem from the customer's standpoint. If I were a client, would I be more angry than him, and would my language be more intense? In this way, your mind will be peaceful, your thinking will be clearer, and you can better serve your customers. Finally, the mastery and application of professional communication skills. Provide customers with high-quality and humanized help with the voice, speed and expression that are in line with customers.

In addition, more and more companies have opened customer value-added service systems. We can guide customers to self-service, and introduce preferential policies for VIP customers to improve the marketing awareness of customer service representatives.

Call center is a sunrise industry with greater development potential. Compared with the maturity of each product, customers are more inclined to be satisfied with the service, which shows the importance of customer service. Let's grow and mature with the call center.

Annual Work Summary of Call Center Customer Service 5 20xx In April, the group company was restructured, and the prototype of Xining water supply hotline was established. In September, the personnel were adjusted, and they all went through strict training and assessment, and they were selected for posts. "Xining Water Supply Group Customer Service Hotline"-a young team full of passion and vitality was formally established. Company leaders have high hopes for our hotline, expecting us to stand out from the service industry in this city with a brand-new corporate image and proud performance, and reach the first-class level.

Under the guidance of leaders at all levels of the group company, with the strong support of relevant departments and the joint efforts of all employees, our customer service hotline successfully completed various tasks in 20xx, successfully passed the restructuring period and achieved certain results. However, due to the short time, there are still some problems. Now we will summarize and report the work of our customer service hotline for 20xx years, and report the work progress plan for next year as follows.

I. Summary of 20xx Work

(1) Achievements

1, actively promote and implement actions to improve the rigorous customer service hotline workflow; Since the establishment of customer service hotline, under the influence of corporate culture, all employees have a new understanding and understanding of service consciousness, service concept and service attitude in thought and action. It is a leap for the hotline staff to answer the phone at random, colloquially and not deal with the problem in time, and now every call from the user is carried out in accordance with the established workflow. From "answer-accept-assign-supervise-follow-up-return visit" to later users.

Satisfaction survey, every step of the implementation must be rigorous and meticulous, our customer service staff from unfamiliar with this work to proficient, properly solve the worries of customers, and made great efforts.

Since the customer service hotline was formally established in September, it has handled problems in a timely and effective manner, and the customer satisfaction rate has increased and the complaint rate has plummeted. The efficiency of the whole group company has been greatly improved.

2. Affectionate, caring for users and providing quality services;

Quality service is the lifeline of modern industry and our group company. We firmly believe that only by continuing to get the support and trust of users can our group company develop steadily for a long time. As a customer service hotline, our daily work is mainly: accepting users' demands externally and coordinating internally. Our service is the epitome of corporate image, and the service attitude and quality directly affect the reputation of the group company. All our staff.

Workers should establish service consciousness from the bottom of their hearts, adhere to the tenet of "high-quality water supply and sincere service", carry forward the spirit of "preciseness, cooperation, enterprising and Excellence", worry about users' urgent needs, think about users' thoughts, embody "family service" and "smiling service" with practical actions, and really solve problems for users. In my work, I took pains to answer all kinds of inquiries from users, actively coordinated the work of various departments, listened carefully to opinions and suggestions from all sides, learned to sum up in my study, constantly improved and perfected my service, won the recognition and trust of users, and established a good corporate image.

3. Pay attention to cooperation, and Qi Xin will work together to build a service brand with team spirit; Customer service hotline is responsible for all kinds of consultation, repair, leakage and so on. Users in Xining area have a very heavy workload every day. However, our customer service staff are meticulous in their work, helping each other and learning from each other in line with the corporate philosophy of "government assured, users satisfied and employees happy". Qi Xin will work together to build an efficient, united and young team to provide quality services to customers. For us, every achievement is achieved through joint efforts.

(B) the existing deficiencies

In the past three months, with the joint efforts of all staff, the call center has made certain achievements. However, because our center has been established for a short time, there are still some shortcomings in experience, skills and staffing. This requires us to sum up and investigate carefully in the future work and constantly improve it to promote the long-term and effective development of our company's various businesses. Mainly in the following aspects:

1. In terms of hardware infrastructure, the Bank still has hardware facilities. We will contact relevant superiors and materials departments to solve this problem as soon as possible, which will play a favorable role in promoting the development of our company.

2. Because our center has just been established, employees don't have much work experience, so we can't quickly and effectively judge the root of the problem in the initial work and give users answers in time. In addition, when we coordinate with various departments to solve customer problems, we lack coordination ability.

3. Although the staff in our center are very active, in a lot of work, the staff in our center sometimes have the situation of "the heart is willing, but the strength is weak", lacking professional knowledge and unable to provide professional answers to users' demands.

4。 The reason for the above two or three problems is that we have not established the training of employees' "service consciousness" and "coordination consciousness" and professional theory. Now basically all industries have customer service hotlines, and mature industries have established effective customer service hotline training mechanisms. Only through professional training can we provide professional services to users.

Two. 20xx work plan

For the development of our center in 20xx years, all our employees know that we still have a long way to go. We must establish service consciousness, establish an effective service standard system and strengthen the training of employees' business theory knowledge. We will start this series of work.

Strive for our center to play a decisive role in the development of our group in 20xx. The specific scheme is as follows:

(1) Consolidate the work foundation. Let all employees inject fresh knowledge into themselves through various studies and practices, master solid professional knowledge, and lay a theoretical foundation for quality service.

(2) Through various trainings and assessments, we will further improve employees' service awareness and service level, win with high-quality service and build an elite team.

(3) Improve the management system, earnestly implement the post responsibility system, further improve the scientific and effective incentive mechanism, and formulate more effective performance appraisal methods.

(4) Find problems in time to ensure the normal operation of our center. Classify and summarize common difficult problems, prevent them in advance at work, and establish a problem base so that everyone can find the best way to solve difficult problems in the shortest time.

To sum up, our call center was initially established in 20xx. Although some achievements have been made, there are still many shortcomings. In 20xx, we will continue to sum up development experience, constantly improve various deficiencies, and take "customer first, group development first" as the purpose to contribute to the development of the group.

Call Center Customer Service Annual Work Summary 6 This year is my second year working in the airport call center. Over the past year, in order to achieve the annual marketing goal of the department and realize the transformation from "cost center" to "profit center", under the correct leadership of the department leaders, I have worked hard and actively marketed, and achieved good results, making certain contributions to the completion of the central task of the department. This year's work summary and next year's work plan are reported as follows:

I. Work in 20xx years

1, do your duty conscientiously.

First, take calls seriously and provide warm and thoughtful service. As an English customer service representative of the call center, book air tickets. I take every call seriously, strictly abide by various service processes, and provide enthusiastic and professional services for passengers with appropriate voice, speed and expression. Simple things are repeated, and repeated things are done patiently. My efforts have also been recognized by passengers and praised by passengers many times on the phone. In addition, performance appraisal such as satisfaction and hang-up rate also ranked first several times. The second is to expand the scope of marketing and improve marketing performance. Since the opening of the air ticket booking service, I have actively promoted the air ticket business to my friends and relatives around me, and also tried to seize every opportunity to conduct marketing on the phone. Improved marketing skills, overfulfilled marketing tasks every month, ranking among the best. The third is to coordinate the training work and complete the task efficiently. As an internal lecturer in the call center, I study hard in courseware making and cooperation.

Help leaders make training plans for new and old employees, reasonably arrange training time and training venues, write and review monthly examination papers, and successfully complete this year's training tasks.

2, strive for progress in stability, improve their overall quality.

In addition to doing my job well, in order to get a more comprehensive exercise, I actively participated in the release of QC results and won provincial and national awards. As the keynote speaker in Changsha Airport Summer Camp, he led more than 20 parents and children to visit the airport and learn about flight safety knowledge, which was well received. In the "100-day labor competition" organized by the Ministry of Information, I won the "Best Service Award" with the team members. Work is important, health is more important. In order to improve my physical fitness, I insist on practicing yoga, taking a walk and taking part in the "Orange Island Marathon".

Two. 20xx work plan

1. Consolidate business and serve with heart.

Review the past and learn the new, systematize the business knowledge you have mastered, streamline and optimize the service language, and summarize the mistakes you and other colleagues have made. Strive to achieve zero communication distance, zero business mistakes and zero complaints in future work.

2. Combine thinking and learning to improve skills.

From flight consultation, to complaint acceptance, to air tickets and VIP service reservation, the call center business is deepening. I realize that warm and patient service can no longer satisfy my post.

Demand. In the new year, I will continue to strengthen my study, improve my marketing awareness, master marketing skills and accumulate marketing experience to meet the new job requirements.

3, training innovation, keep pace with the times

As an important means of information transmission and skill transmission, training plays a vital role in the development of call center business. As a lecturer, I will innovate ideas from the aspects of training system, training content and training methods to achieve the expected results of training.

;