Team annual work summary 1 1. Combine safety with production and strengthen safety management.
Since its establishment, "xx" team has adhered to the safety concept of "safety first, prevention first and comprehensive treatment", carried out safety work in daily life and work, and made every effort to do safety management, creating a good safety environment for the development and construction of call centers.
(a) to implement the responsibility to ensure safe operation.
At the beginning of xx, the second customer service team signed a safety responsibility letter with each team member. Every member is familiar with various safety and quality indicators and various safeguard measures. In order to ensure the implementation of various measures, the team will conduct internal spot checks regularly. All the safety and quality indicators, such as the reporting rate of abnormal information in the system, the inspection rate of front-end equipment in the computer room and seats, are controlled within the performance target control range.
(2) Strengthen closed-loop management and enhance risk management and control capabilities.
In order to further promote risk management, it is necessary to realize the closed loop of each risk. "xx" team combined with the actual production, put safety awareness into daily work, and identified as many as 1 1 hazards throughout the year. Through comprehensive and systematic risk analysis and hazard assessment, measures to reduce risks have been implemented and all risks have been closed. At the same time, the "xx" team actively mobilized team members to brainstorm and put forward 48 rationalization suggestions throughout the year.
(three) to carry out emergency drills to enhance emergency response capabilities.
The team members actively assisted various departments in formulating emergency drill plans, constantly improved the work flow and emergency flow, and especially made suggestions on the plan for handling terrorist calls by aviation, which was highly operational. The consistent requirement of the xx team for its members is that if it is done, it will be done. Among them, the team members helped the department to dynamically revise the call center customer service system failure drill plan and flight service abnormality plan for many times, and actively participated in various emergency drills. By dynamically improving the emergency response ability and risk resistance ability of employees, the safety awareness of employees is comprehensively improved. On June 365438+1October 365438+1October, members of the "xx" team successfully handled an incident involving terrorism threatening the safety of aircraft.
(4) Taking system construction as the starting point to comprehensively improve the quality of the team.
Without rules, there would be no Fiona Fang. After the establishment of "xx" team, various rules and regulations were quickly established, and normative documents such as "Management System of Morning and Evening Shift Handover", "Health Management System" and "Team Meeting System" were formulated successively.
The second is to improve service quality and create a high-quality service window.
(a) actively promote the action plan, improve the workflow.
Since the establishment of xx, "xx" team has gained a new understanding and understanding of service consciousness, service concept and service attitude in thought and action under the strong training of branch leaders and the influence of corporate culture. From the randomness of answering the phone, serious colloquialism and untimely handling of problems to the fact that every phone call is handled according to the specified workflow, there has been a qualitative leap; From unfamiliarity to mastery to properly solving customers' problems, team members have made great efforts. In order to further improve our service level, team members actively put forward suggestions and suggestions, and constantly improved various work processes according to the steps of "answer-summarize requirements-solve requirements-end".
(2) Feel the passengers with your heart and provide quality service.
As front-line customer service representatives, our daily job is to solve passenger problems. Call center is an important window for the company's external service, and our service quality is directly related to the company's reputation. The "xx" team requires every member to listen attentively when serving passengers. Because of this enthusiastic service, we have been praised by passengers many times. As of 10 1 19, we still maintained an impressive performance of zero complaints.
(3) refine the training work and effectively improve the professional level of members.
On the premise of completing the departmental training, the "xx" team tailored the training of common communication skills and marketing skills according to their actual needs. As of June 365438+1October 3 1, the average training hours reached 38. After the training, the average score of our business performance in performance appraisal reached 98. 03 points.
In order to further improve the overall service level, the team members brainstormed and carried out new measures such as "mutual assistance", "one-on-one", "pronunciation practice" and "Let's find fault". Since the introduction of these four measures, our "mutual assistance" has listened to and analyzed thousands of recordings. In view of the shortcomings and advantages in recording, we will share them through the night shift meeting. In line with the concept of not abandoning or giving up, the team launched a "one-on-one" initiative, in which counselors made training plans, recorded analysis and data analysis for backward employees, and conducted special counseling in the first and second phases. At the same time, we consolidated our business knowledge again by calling to ask questions. Under the inspection of the quality inspector, the team's low quality inspection score continued to decrease, and now the average quality inspection score of the team reached 96 points. 26 points.
Third, promote team building and build a harmonious team.
"xx" team gives full play to the characteristics of team members, and divides responsibilities according to each team member's specialty, so that team members can have a deep understanding of team building, build our team together, and let each team member have a sense of belonging.
(A division of labor and cooperation, hand in hand with * * *, * * to build an excellent team.
In the construction of "xx" team, team members have a clear division of labor, and each team gives full play to its strengths, talents and mutual cooperation. At the same time, in personnel management, independent innovation has been made, and a "rotation system for team leaders" has been formulated, so that every team leader in rotation can feel "in his position, doing his things and thinking about his things". Constantly learn from other excellent teams, find out the problems and shortcomings of their own teams and make improvements, and make obvious progress in the evaluation of "excellent teams" in the department, and also achieve excellent results.
(2) Create a team atmosphere and carry out team activities.
"xx" team is a dynamic team. After work, we carried out a lot of team activities, which increased our mutual affection.
Existing shortcomings
In the past 10 month, the "xx" team has made some achievements with the joint efforts of all members, but there are still some shortcomings in many aspects, which need us to make a serious summary and investigation in the future work and constantly improve it in the work.
First, although the team members are very active, in a lot of work, sometimes there will be a situation that "the heart is willing, but the strength is not enough".
Second, there is too little training in "service consciousness", "communication ability" and professional theory.
Third, the "xx" team is a young team. Although there are young people's enthusiasm, they lack experience and will show immaturity in some aspects.
Xx year work plan
For the development of xx years, we know that we have a long way to go. We must establish a sense of service, establish an effective service standard system, further strengthen the training of team members, sum up experience, do a good job in team building, and strive to win the honor of "excellent team". The specific scheme is as follows:
First, lay a solid foundation. Master solid professional knowledge, lay a theoretical foundation for high-quality service, master original knowledge easily, master new knowledge in time, and have the spirit of research.
Second, pay close attention to training. Through various trainings and assessments, team members can further improve their service awareness and service level.
Third, improve the team management system. Effectively implement the management post responsibility system and further improve the scientific and effective incentive mechanism.
Fourth, carry out team building at a deeper level. Find problems in time and find the best way to solve problems in the shortest time.
Verb (abbreviation of verb) vigorously develops marketing business. Improve the marketing awareness and business ability of team members, and lay a solid foundation for the development of marketing business.
To sum up shortcomings, we must pay. For the new year's work plan and objectives, we should put the concepts of learning, innovation, service, enthusiasm, cooperation and development into daily work, help complete the annual target of the department, strive for excellent teams and build team competitiveness.
Summary of the team's annual work 2 _ _ _ 65438+ 10/October 8th, the "_ _" team was formally established with the care of department leaders and the expectation of team members. Over the past year, under the correct leadership of the Information Management Department, with the enterprise purpose of "serving customers, improving ourselves and giving back to society", we have successfully completed all the work and achieved certain results. The work of the "_ _" team in _ _ _ is reported as follows.
Review of work in _ _ _
From the month of 65438+ 10 to the end of 65438+ 10 in _ _ _ _, the data shows that the actual connection times of the _ _ _ team are _ _, the manual connection rate is x%, and the passenger satisfaction rate is x% for the whole year. From August 20th to the end of 10, the cumulative number of marketing air tickets for "_ _" team is X, and the cumulative number is X..
In the annual qc service quality survey, the "_ _" team's qc project "Improving the Satisfaction Rate of _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.
First, combine safety with production to strengthen safety management.
Since its establishment, the "_ _" team has adhered to the safety concept of "safety first, prevention first and comprehensive treatment", carried out safety work in daily life and work, and made every effort to do a good job in safety management, creating a good safety environment for the development and construction of the call center.
(A) to implement the responsibility to ensure safe operation.
_ _ _ At the beginning of the year, the second customer service team signed a safety responsibility letter with each team member. Every member is familiar with various safety and quality indicators and various safeguard measures. In order to ensure the implementation of various measures, the team will conduct internal spot checks regularly. All the safety and quality indicators, such as the reporting rate of abnormal information in the system, the inspection rate of front-end equipment in the computer room and seats, are controlled within the performance target control range.
(2) Strengthen closed-loop management and enhance risk management and control capabilities.
In order to further promote risk management, it is necessary to realize the closed loop of each risk. "_ _" team combined with the actual production, put safety awareness into daily work. As many as 1 1 hazards were identified throughout the year. Through comprehensive and systematic risk analysis and hazard assessment, measures to reduce risks have been implemented and all risks have been closed. At the same time, the "_ _" team actively mobilized team members to brainstorm and put forward 48 rationalization suggestions throughout the year.
(three) to carry out emergency drills to enhance emergency response capabilities.
The team members actively assisted various departments in formulating emergency drill plans, constantly improved the work flow and emergency flow, and especially made suggestions on the plan for handling terrorist calls by aviation, which was highly operational. The consistent requirement of the "_ _" team for its members is to make a decision that "no" means the end. Among them, the team members repeatedly assisted the department to dynamically revise the call center customer service system failure drill plan and flight service abnormality plan, and actively participated in various emergency drills. By dynamically improving the emergency response ability and risk resistance ability of employees, the safety awareness of employees is comprehensively improved. On June 365438+1October 365438+1October, the "_ _ _" crew successfully handled an incident involving terrorism threatening the safety of aircraft.
(4) Taking system construction as the starting point to comprehensively improve the quality of the team.
Without rules, there would be no Fiona Fang. After the establishment of "_ _" team, various rules and regulations were established rapidly, and normative documents such as morning and evening shift handover management system, health management system and team meeting system were formulated successively.
The second is to improve service quality and create a high-quality service window.
(a) actively promote the action plan, improve the workflow.
Since the establishment of _ _ _ _ _, the "_ _" team has gained a brand-new understanding and understanding of service consciousness, service concept and service attitude in thought and action under the strong training of branch leaders and the influence of corporate culture. From the randomness of answering the phone, serious colloquialism and untimely handling of problems to the fact that every phone call is handled according to the specified workflow, there has been a qualitative leap; From unfamiliarity to mastery to properly solving customers' problems, team members have made great efforts. In order to further improve our service level, team members actively put forward suggestions and suggestions, and constantly improved various work processes according to the steps of "answer-summarize requirements-solve requirements-end".
(2) Feel the passengers with your heart and provide quality service.
As front-line customer service representatives, our daily job is to solve passenger problems. Call center is an important window for the company's external service, and our service quality is directly related to the company's reputation. The "_ _" team requires every member to listen attentively when serving passengers. Because of this enthusiastic service, we have been praised by passengers many times. As of 10 1 19, we still maintained an impressive performance of zero complaints.
(3) refine the training work and effectively improve the professional level of members.
On the premise of completing the department training, the "_ _" team tailored the training of common communication skills and marketing skills according to the actual needs. By the end of June, it was 65438+1October 3 1, and the per capita training hours reached 38. After the training, the average score of our business performance in performance appraisal reached 98.03.
In order to further improve the overall service level, the team members brainstormed and carried out new measures such as "mutual assistance", "one-on-one", "pronunciation practice" and "Let's find fault". Since the introduction of these four measures, our "mutual assistance" has listened to and analyzed thousands of recordings. In view of the shortcomings and advantages in recording, we will share them through the night shift meeting. In line with the concept of not abandoning or giving up, the team launched a "one-on-one" initiative, in which counselors made training plans, recorded analysis and data analysis for backward employees, and conducted special counseling in the first and second phases. At the same time, we consolidated our business knowledge again by calling to ask questions. Under the inspection of quality inspectors, the low quality inspection score of the team has been decreasing continuously, and now the average quality inspection score of the team has reached 96.26.
Third, promote team building and build a harmonious team.
"_ _ _" team gives full play to the characteristics of team members, and divides their responsibilities according to their specialties, so that team members can deeply understand team building, build our team together, and make each team member feel a sense of belonging.
(A division of labor and cooperation, hand in hand with * * *, * * to build an excellent team.
"_ _ _" team in team building, the team members have a clear division of labor, each showing his strengths, giving full play to his talents and cooperating with each other. At the same time, in personnel management, independent innovation has been made, and a "rotation system for team leaders" has been formulated, so that every team leader in rotation can feel "in his position, doing his things and thinking about his things". Constantly learn from other excellent teams, find out the problems and shortcomings of their own teams and make improvements, and make obvious progress in the evaluation of "excellent teams" in the department, and also achieve excellent results.
(2) Create a team atmosphere and carry out team activities.
The "_ _" team is a dynamic team. After work, we carried out many team activities and increased our feelings.
Existing shortcomings
In the past 10 month, the "_ _" team has made some achievements with the joint efforts of all the members, but there are still some shortcomings in many aspects, which need us to make a serious summary and investigation in the future work and constantly improve it in the work.
First, although the team members are very active, in a lot of work, sometimes there will be a situation that "the heart is willing, but the strength is not enough".
Second, there is too little training in "service consciousness", "communication ability" and professional theory.
Third, the "_ _" team is a younger team. Although there are young people's enthusiasm, they lack experience and will show immaturity in some aspects.
_ _ _ _ Annual Work Plan
For the development of _ _ _ _ _, we know that there is a long way to go. We should establish a sense of service, establish an effective service standard system, and further strengthen the training of team members, sum up experience, do a good job in team building, and strive for the honor of "excellent team". The specific scheme is as follows:
First, lay a solid foundation. Master solid professional knowledge, lay a theoretical foundation for high-quality service, master original knowledge easily, master new knowledge in time, and have the spirit of research.
Second, pay close attention to training. Through various trainings and assessments, team members can further improve their service awareness and level.
Third, improve the team management system. Effectively implement the management post responsibility system and further improve the scientific and effective incentive mechanism.
Fourth, carry out team building at a deeper level. Find problems in time and find the best way to solve problems in the shortest time.
Verb (abbreviation of verb) vigorously develops marketing business. Improve the marketing awareness and business ability of team members, and lay a solid foundation for the development of marketing business.
To sum up shortcomings, we must pay. For the new year's work plan and objectives, we should put the concepts of learning, innovation, service, enthusiasm, cooperation and development into daily work, help complete the annual target of the department, strive for excellent teams and build team competitiveness.