CCCS 2003 Training Course for CCCS PQ Certification Program 2003 12 CCCS
2809 100029 86-10-64454858 64454859 64454860 86-10-64454859 http://www.crmunion.com http://www.ubest.com.cn E-Mail: crmi@ctiforum.com Copyright 2003 2004 Ubest Management Consulting Co., Ltd. All rights reserved. <CCCS-PQ-2003 Version 1.1> CCCS 2
CCCS-PQ... 4... 4... 5... 5... 6... 7... 7... 8... 8... 8... 9... 9... 14... 14... 14... 15... 15... 21... 21... 21... 21... 22... 24... 24... 24... 25... 25... 25 CCCS 3
CCCS-PQ 2002 6 2002 2005 (AMA)(ACCA)(CCPE) WTO WTO 23 2 CCCS 4
China Call Center Standard for Professional Qualification CCCS-PQ CTI CCCS 5
www.crmunion.comcti www.ctiforum.com CCCS-PQ 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. CCCS 6
12. 13. 14. 15. 16. 17. 18. 1. 2. 3. 4. / / 5. / 6. CRM 7. CTI CRM 8. 9. 10. 11. 12. CCCS 7
1. 2. 3. 4. 5. 6. 7. CCCS 8
1. 2. 3. / / 4. / 5. CRM 6. CTI CRM 7. / 8. 1. 2. 3. 4. 5. 6. 7. 8. CCCS 9
CO-M-01 1. 2. 3. 4. 5. 6. CO-M-02 1. 2. 3. 4. 5. 6. 7. 8. CCCS 10
CO-M-03 1. 2. 3. 4. ACD 5. ACD IVR CO-M-04 1. 2. 3. 4. 5. 6. CCCS 11
CO-M-05 1. 2. 3. 4. 5. CO-M-06 1. 2. 3. 4. 5. 6. 7. CCCS 12
CO-M-07 1. 2. 3. 4. 5. 6. CO-M-08 1. 2. 3. 4. 5. 6. 7. 8. 9. CCCS 13
1. 2. 3. 4. 5. 6. 7. 8. 9. CCCS 14
10. 11. 12. 1. CRM / CRM 2. // 3. / 4. 5. / 6. / CRM 7. CRM 8. / CRM 9. / CRM 1. 2. 3. 4. 5. 6. 7. 8. 9. CCCS CCCS 15
CO-S-01 1. 2. 3. 4. 5. CO-S-02 1. 2. 3. 4. 5. CCCS 16
CO-S-03 1. 2. 3. 4. 5. 6. 7. CO-S-04 1. 2. 3. 4. CCCS 17
CO-S-05 1. 2. 3. 4. 5. 6. 7. 8. 9. CO-S-06 1. 2. 3. 4. 5. 6. 7. CCCS 18
CO-S-07 1. 2. 3. 4. CO-S-08 1. 2. 3. 4. 5. 6. CCCS 19
CO-S-09 CCCS 1. CCCS 2. CCCS 3. CCCS 4. CCCS China Contact Center Standard CCCS CTI CCCS CCCS 20
1. 1 2 3 2. 2 3 4 1. 3 6 9 12 6 12 2. 1. CCCS 21
50% 30% 20% 2. 30% 50% 20% 1 KPI A) Key Processing Information B) key Performance Indicators C) Key Percentage Indicators D) Key Performance Index 2 A) x B) + + C) x D) + + 3 A) B) C) D) 4 A) B) C) D) E) 5 CCCS 22
CCCS 23
1 / 2 2004 15 www.crmunion.com CTI www.ctiforum.com www.crmunion.comcti www.ctiforum.com CCCS 24
3500 / 5100 / 3 650 / 800 / CCCS 25