新員工階梯式崗前培訓(xùn)方略

Building industry opens up new world of entrepreneurial struggle to build a three provinces of regional central cities in the Communist x counties the six plenary session members and comrades today I was commissioned by the County party Committee Standing Committee reports to the General Assembly Consideration of all members and alternates and comrades attending advice A and this year yilai of work recalled this year yilai in municipal of right led Xia County solidarity led County people to science development views for guide to good activities for mainline according to a city four modernizations three more of development thought concentrated poly force work hard political and economic and culture and social and party of construction are made has new progress County rendering out wind fresh are and career prosperity and social settled and people mind into of good situation A facilitating the construction of the project Firmly establish the scratch project is economic grasping development project is to hold philosophy to extraordinary efforts to promoting the construction of key projects Plot 108 key projects for the year with a total investment of 29 3 billion yuan iron plate Josh stone cement waste heat power generation and 13 projects completed worship of 1 2 million tons of pellets Hua Yu 80 000 sets of grandparent chicken farming 47 projects under construction completed investment of 3 95 billion yuan annual plan of 69 3 The first half of the County s gross domestic product is expected to reached 8 5 billion yuan and total revenue of 943 million Yuan B structural adjustment achieved remarkable results Actively transforming the pattern of economic development industrial ecology and agricultural modernization and industrialization of services High x County Tin iron circular economy demonstration area and further expand economic development zone Jing Dian recycle economy ecology industry Park Park circular economy and rapid economic development Focus more on the dialectical relationship between development and environmental protection energy saving and emission reduction projects play an important role Vigorously developing agriculture ecological agriculture agriculture modern agricultural clearing along the River Promenade begins to take shape Key tourism projects is going well WA Palace area was named top ten most influential cultural relics in Hebei province landscape Develop new services and services with new developments C urban rural integration process Promoting three year difference campaign battle of two large demolition completed 32 days of 530 000 square meters exceeded the annual Task 7 months in advance General big building jiangjun road bridge and highway bridges the green heart of the city and other urban construction projects and focus on building new countryside and new housing model villages urban and rural areas improve Highway opened to traffic Liu Zhang Qing LAN high speed x County section completed by the end of August Urban and rural development work steadily in the pilot counties to build peace neighborhood offices approved change urban and rural communities Center immigrant communities pilot projects such as integrated management of urban and rural sanitation in order D maintain social harmony and stability In the case of tight financial situation continue to increase the input of people happy people battle Urban central heating and upgrade rural power grids rural reconstruction of shabby housing ten major projects being delivered has been overfulfilled ahead Strengthening of social programs college entrance examination to record heights new rural insurance coverage rate of the city s first launched in new rural cooperative medical clinic co ordination Perfect Park catering accommodation education recreation and other tertiary industries supporting improving socialization service level for industries businesses and create a good environment for development 3 flexible investment enhance the industry Construction of industrial parks just set up a platform for the development of only attract more projects into the district to form agglomeration advantages A innovation project To be purposeful targeted investment will have a basis of the County s industrial packaged bundles overall publicity and promotion Initiative going please come in and carry out all round multi level and wide range of investment activities The Township industrial projects in principle to put to the West industrial parks What town project is that the output value of the Township Second we must grasp the standards selected items Full account of extend the industry chain and the integration of factors of production not only efforts to introduce a number of scientific and technological content and high added value growth and strong driving force of large projects and large enterprises but also on domestic funded enterprises and in accordance with the direction of industrial development of small and medium projects project man small project overwhelming Meet the area of the County s new industrial projects and city back into rural enterprises in principle all stationed in industrial parks Meanwhile strict control of excess capacity and high energy consumption high emission enterprises to enter Thirdly increased incentives on the project Investment of the whole society the Township and County units go out and draft project To establish investment incentives for successful introduction of significant project gives awards to units and individuals the introduction of tax for the implementation of the project to introduce organization into rewards 4 preferential policies and security industries In terms of project examination and approval by area Administrative Committee in conjunction with the development planning land industry and commerce quality control and other departments one stop reception one stop service the simplified procedures the time limit originally In the management of EIA in accordance with the 新員工階梯式崗前培訓(xùn)方略新員工階梯式崗前培訓(xùn)方略 在幾乎每一個業(yè)務(wù)復(fù)雜的大型呼叫中心里 新員工培訓(xùn)都是一件苦差事 這不僅因為要讓 員工去懂那些復(fù)雜的業(yè)務(wù)和賬務(wù)處理規(guī)則 還要訓(xùn)練她們各種服務(wù)技能 更讓人頭疼的是 業(yè)務(wù)發(fā)展快的時候管理會議上所有人都還不斷地對你說 什么時候能夠上線 必須 培訓(xùn)好 這些人培訓(xùn)一完就要上線解決接聽問題 好好培訓(xùn) 決不能給我增加投訴量 我們都知道 任何一個呼叫中心員工都有一個成熟期 希望通過上崗前的培訓(xùn)就把員工變 得和老員工一模一樣 這樣的想法是不太現(xiàn)實的 那要怎樣做好新員工培訓(xùn)才能讓我們的 質(zhì)量波動小呢 完善的 成體系的 階梯式的新員工培訓(xùn)手法相當(dāng)重要 什么是階梯式培訓(xùn)呢 階梯式培訓(xùn)的主要思想是化大目標(biāo)為小目標(biāo) 將員工最終應(yīng)該達(dá)到 的狀態(tài) 分解成若干個遞增階段 每個階段培養(yǎng)目標(biāo)明確 考核明晰 規(guī)定有員工該階段 應(yīng)達(dá)到的狀態(tài) 分階段地提升員工至成熟 其優(yōu)點是員工基本功扎實 上線適應(yīng)期短 成 熟快 培訓(xùn)要求專門集中 3 4 周 所以對業(yè)務(wù)復(fù)雜度高 員工招聘量大的呼叫中心更為適 用 一 培訓(xùn)前的準(zhǔn)備工作一 培訓(xùn)前的準(zhǔn)備工作 要想整個培訓(xùn)取得良好效果 前期的準(zhǔn)備至關(guān)重要 它決定了培訓(xùn)是若干課程的勉強集合 還是有序的體系 除了物質(zhì)上的準(zhǔn)備外 以下一些準(zhǔn)備工作比較重要 一 確定培訓(xùn)模塊 明確新員工上線時需要掌握的技能模塊 并以此準(zhǔn)備培訓(xùn)內(nèi)容 一般說來 應(yīng)該包括以下 一些 1 行業(yè) 組織以及崗位縱覽 2 產(chǎn)品和服務(wù) 3 電腦和業(yè)務(wù)系統(tǒng)應(yīng)用 4 業(yè)務(wù)流程 5 員工職業(yè)化和客戶服務(wù)技能 6 規(guī)章制度和風(fēng)險防控 7 應(yīng)急技能 二 分析員工構(gòu)成 培訓(xùn)前很重要的一件事就是了解你的員工 系統(tǒng)地分析新員工的構(gòu)成 這包括新員工的年 齡分布 學(xué)歷分布 從業(yè)經(jīng)歷 男女比例等 并據(jù)此調(diào)整培訓(xùn)策略 教材和課程松緊度 同時針對不同員工構(gòu)成 也可以有意識地進(jìn)行培訓(xùn)分組 三 選擇培訓(xùn)老師 Building industry opens up new world of entrepreneurial struggle to build a three provinces of regional central cities in the Communist x counties the six plenary session members and comrades today I was commissioned by the County party Committee Standing Committee reports to the General Assembly Consideration of all members and alternates and comrades attending advice A and this year yilai of work recalled this year yilai in municipal of right led Xia County solidarity led County people to science development views for guide to good activities for mainline according to a city four modernizations three more of development thought concentrated poly force work hard political and economic and culture and social and party of construction are made has new progress County rendering out wind fresh are and career prosperity and social settled and people mind into of good situation A facilitating the construction of the project Firmly establish the scratch project is economic grasping development project is to hold philosophy to extraordinary efforts to promoting the construction of key projects Plot 108 key projects for the year with a total investment of 29 3 billion yuan iron plate Josh stone cement waste heat power generation and 13 projects completed worship of 1 2 million tons of pellets Hua Yu 80 000 sets of grandparent chicken farming 47 projects under construction completed investment of 3 95 billion yuan annual plan of 69 3 The first half of the County s gross domestic product is expected to reached 8 5 billion yuan and total revenue of 943 million Yuan B structural adjustment achieved remarkable results Actively transforming the pattern of economic development industrial ecology and agricultural modernization and industrialization of services High x County Tin iron circular economy demonstration area and further expand economic development zone Jing Dian recycle economy ecology industry Park Park circular economy and rapid economic development Focus more on the dialectical relationship between development and environmental protection energy saving and emission reduction projects play an important role Vigorously developing agriculture ecological agriculture agriculture modern agricultural clearing along the River Promenade begins to take shape Key tourism projects is going well WA Palace area was named top ten most influential cultural relics in Hebei province landscape Develop new services and services with new developments C urban rural integration process Promoting three year difference campaign battle of two large demolition completed 32 days of 530 000 square meters exceeded the annual Task 7 months in advance General big building jiangjun road bridge and highway bridges the green heart of the city and other urban construction projects and focus on building new countryside and new housing model villages urban and rural areas improve Highway opened to traffic Liu Zhang Qing LAN high speed x County section completed by the end of August Urban and rural development work steadily in the pilot counties to build peace neighborhood offices approved change urban and rural communities Center immigrant communities pilot projects such as integrated management of urban and rural sanitation in order D maintain social harmony and stability In the case of tight financial situation continue to increase the input of people happy people battle Urban central heating and upgrade rural power grids rural reconstruction of shabby housing ten major projects being delivered has been overfulfilled ahead Strengthening of social programs college entrance examination to record heights new rural insurance coverage rate of the city s first launched in new rural cooperative medical clinic co ordination Perfect Park catering accommodation education recreation and other tertiary industries supporting improving socialization service level for industries businesses and create a good environment for development 3 flexible investment enhance the industry Construction of industrial parks just set up a platform for the development of only attract more projects into the district to form agglomeration advantages A innovation project To be purposeful targeted investment will have a basis of the County s industrial packaged bundles overall publicity and promotion Initiative going please come in and carry out all round multi level and wide range of investment activities The Township industrial projects in principle to put to the West industrial parks What town project is that the output value of the Township Second we must grasp the standards selected items Full account of extend the industry chain and the integration of factors of production not only efforts to introduce a number of scientific and technological content and high added value growth and strong driving force of large projects and large enterprises but also on domestic funded enterprises and in accordance with the direction of industrial development of small and medium projects project man small project overwhelming Meet the area of the County s new industrial projects and city back into rural enterprises in principle all stationed in industrial parks Meanwhile strict control of excess capacity and high energy consumption high emission enterprises to enter Thirdly increased incentives on the project Investment of the whole society the Township and County units go out and draft project To establish investment incentives for successful introduction of significant project gives awards to units and individuals the introduction of tax for the implementation of the project to introduce organization into rewards 4 preferential policies and security industries In terms of project examination and approval by area Administrative Committee in conjunction with the development planning land industry and commerce quality control and other departments one stop reception one stop service the simplified procedures the time limit originally In the management of EIA in accordance with the 使用較為固定的 專職的培訓(xùn)老師 這是因為每個人在對問題的看法中都存在或多或少的 差異 不同的培訓(xùn)老師帶出來的員工 都會傳承并放大他們各自的差異 但呼叫中心的質(zhì) 量要求卻是標(biāo)準(zhǔn)化的 盡量減少差異 以戴明的質(zhì)量管理理念來說 穩(wěn)定和統(tǒng)一的培訓(xùn)更 能夠減少變異 四 編制課表 印制培訓(xùn)資料 對于業(yè)務(wù)較復(fù)雜的呼叫中心來說 在新員工能夠使用知識庫前 應(yīng)該有標(biāo)準(zhǔn)的 成系統(tǒng)的 培訓(xùn)教材 對業(yè)務(wù)復(fù)雜的呼叫中心來說 通常教材可以按章節(jié) 而非按老師的 PPT 印制 成書 這樣可以方便在員工腦海中搭建知識體系 同時也要注意教材和知識庫的銜接 主 體業(yè)務(wù)和相關(guān)業(yè)務(wù)的搭配 印制培訓(xùn)期間的管理和考核制度 根據(jù)培訓(xùn)模塊 編制符合階梯式培訓(xùn)的詳細(xì)課程表 并 在培訓(xùn)開始前發(fā)給每個新員工 還需要準(zhǔn)備好每個員工的培訓(xùn)檔案 包括培訓(xùn)項目記錄 成績記錄 技能清單 出勤記錄 談話記錄等 五 課程評審 由管理人員 一線骨干 最近 6 個月入行的員工代表組織評審團隊 對本次培訓(xùn)的課程安 排 教材準(zhǔn)備進(jìn)行評審 評審團可以指定部分課程節(jié)選讓培訓(xùn)師試講 評審對培訓(xùn)的安排和準(zhǔn)備提出改進(jìn)意見 評審?fù)ㄟ^后 培訓(xùn)就可以正式實施了 二 階梯式培訓(xùn)的實施二 階梯式培訓(xùn)的實施 在階梯式培訓(xùn)中 我們?yōu)榱藛T工最終成為合格的座席 而將培訓(xùn)分為幾個階段 每個階段 有各自明確的培養(yǎng)目標(biāo) 培訓(xùn)前確定的培訓(xùn)模塊 將根據(jù)每個階段的需要分解并嵌入到不 同階段中 一 了解與溶入 首先我們必須要承認(rèn) 無論員工在面試的時候都說些什么 大多數(shù)人最初來呼叫中心只是 為了謀個職業(yè)而非了解與喜愛 所以在培訓(xùn)的最初階段 應(yīng)該以讓員工盡快融入和認(rèn)同組 織為目標(biāo) 不必要為了抓緊那一點時間在一開始就給員工講解密集的業(yè)務(wù)知識 這只是揠 苗助長 這個時候我們應(yīng)該花些時間對行業(yè)背景 企業(yè)文化 組織結(jié)構(gòu) 業(yè)務(wù)地位等方面進(jìn)行講解 使員工了解企業(yè) 了解自己的職業(yè)價值 激發(fā)其職業(yè)興趣和職業(yè)自豪感 同時開設(shè)員工職 業(yè)化教育 使其化職業(yè)自豪感為動力 主動地成為組織需要的員工 完成本階段的學(xué)習(xí)后 員工應(yīng)該知道呼叫中心員工的基本要求和職業(yè)素養(yǎng) 了解我們的組 織并且渴望通過以后的學(xué)習(xí)去成為合格的一員 二 知識儲備和服務(wù)意識初步養(yǎng)成 經(jīng)過對員工心理準(zhǔn)備的教育后 就可以開始進(jìn)入業(yè)務(wù)知識的儲備階段了 對于業(yè)務(wù)復(fù)雜的呼叫中心來說 這個階段的關(guān)鍵是給員工搭建業(yè)務(wù)框架 讓員工能夠系統(tǒng) 地了解業(yè)務(wù) 課程重點就是有章節(jié) 成體系的講解業(yè)務(wù)知識 業(yè)務(wù)知識應(yīng)該包括呼叫中心 的主體業(yè)務(wù)和客戶可能遇到的相關(guān)業(yè)務(wù) 在這個階段 還應(yīng)該有意識地穿插一些關(guān)于服務(wù) 意識方面的教育和語言的培訓(xùn) Building industry opens up new world of entrepreneurial struggle to build a three provinces of regional central cities in the Communist x counties the six plenary session members and comrades today I was commissioned by the County party Committee Standing Committee reports to the General Assembly Consideration of all members and alternates and comrades attending advice A and this year yilai of work recalled this year yilai in municipal of right led Xia County solidarity led County people to science development views for guide to good activities for mainline according to a city four modernizations three more of development thought concentrated poly force work hard political and economic and culture and social and party of construction are made has new progress County rendering out wind fresh are and career prosperity and social settled and people mind into of good situation A facilitating the construction of the project Firmly establish the scratch project is economic grasping development project is to hold philosophy to extraordinary efforts to promoting the construction of key projects Plot 108 key projects for the year with a total investment of 29 3 billion yuan iron plate Josh stone cement waste heat power generation and 13 projects completed worship of 1 2 million tons of pellets Hua Yu 80 000 sets of grandparent chicken farming 47 projects under construction completed investment of 3 95 billion yuan annual plan of 69 3 The first half of the County s gross domestic product is expected to reached 8 5 billion yuan and total revenue of 943 million Yuan B structural adjustment achieved remarkable results Actively transforming the pattern of economic development industrial ecology and agricultural modernization and industrialization of services High x County Tin iron circular economy demonstration area and further expand economic development zone Jing Dian recycle economy ecology industry Park Park circular economy and rapid economic development Focus more on the dialectical relationship between development and environmental protection energy saving and emission reduction projects play an important role Vigorously developing agriculture ecological agriculture agriculture modern agricultural clearing along the River Promenade begins to take shape Key tourism projects is going well WA Palace area was named top ten most influential cultural relics in Hebei province landscape Develop new services and services with new developments C urban rural integration process Promoting three year difference campaign battle of two large demolition completed 32 days of 530 000 square meters exceeded the annual Task 7 months in advance General big building jiangjun road bridge and highway bridges the green heart of the city and other urban construction projects and focus on building new countryside and new housing model villages urban and rural areas improve Highway opened to traffic Liu Zhang Qing LAN high speed x County section completed by the end of August Urban and rural development work steadily in the pilot counties to build peace neighborhood offices approved change urban and rural communities Center immigrant communities pilot projects such as integrated management of urban and rural sanitation in order D maintain social harmony and stability In the case of tight financial situation continue to increase the input of people happy people battle Urban central heating and upgrade rural power grids rural reconstruction of shabby housing ten major projects being delivered has been overfulfilled ahead Strengthening of social programs college entrance examination to record heights new rural insurance coverage rate of the city s first launched in new rural cooperative medical clinic co ordination Perfect Park catering accommodation education recreation and other tertiary industries supporting improving socialization service level for industries businesses and create a good environment for development 3 flexible investment enhance the industry Construction of industrial parks just set up a platform for the development of only attract more projects