基于KPI的电话服务考核体系的建立和实践  

Establishment and application of the telephone service assessment system based on key performance indicators

作　　者：许颖莹 陈锦艳[1] 黎世杰[1] 蓝琴[1] 陈小萍[1] 洪晓春[1] 柯蓉蓉[1] 陈贞珍 龙珑[1] 钟笔 汪传喜[1] 

机构地区：[1]广州血液中心,广东广州510095

出　　处：《中国输血杂志》2016年第10期1188-1191,共4页Chinese Journal of Blood Transfusion

摘　　要：广州血液中心献血者服务中心以电话服务为主要服务方式,以召回流失献血者、保留和扩大自愿无偿献血者队伍为主要职责。因此,构建一个科学、公平、高效的话务考核体系,提高电话服务质量,调动话务人员积极性和创造性成为献血者服务中心日常工作的重中之重。本文基于"二八原理",提出关键绩效指标(KPI)方法,并对基于KPI在话务考核体系的建立和实践作初步探索。Telephone service is the main service mean of the Blood Donor Service Center in Guangzhou Blood Center, aiming to achieve the goals to promote the reentry of loss donors, as well as to retain and expand the unremunerated blood donor team. Therefore, establishing a scientific, fair and highly efficient call service assessment system to improve the quality of call service and mobilize the enthusiasm and creativity of the staffs plays an important role in our daily work. This article puts forward the method of the key performance indicators which is based on the ＂eighty-twenty rule＂ to explore the establishment and the practice of the call service assessment system.

关 键 词：电话服务 KPI 绩效考核 

分 类 号：R193.3[医药卫生—卫生事业管理] R457.1[医药卫生—公共卫生与预防医学]