盘angela会议记录10月17日

1、Angela TEAM 会议时间：2012 年月日 120-10缺席：王莹，徐艳珺内容：上月部门 KPI 回顾上月绩效回顾;业务信息更新Case study上月部门 KPI 回顾成绩如下：希望本月务必引起重视，避免重复失分跨组DV陈惠 8186509, EAO90.15刘丽钰 8186511, EAO93.89100吕莹, EAO88.92王雪梅, EAO91.4690.57王莹 8186516, EAO87.45徐辰骕, EAO87.587.23徐艳珺, EAO93.3280.39严慧艳, EAO98.29杨蓓, EAO95.81叶呈隽, EAO94.04殷菲菲 8186520, EAO96

2、.19EA黄色为 Global KPI，橘红为 Regional KPITARGETJANFEBMARAPRMAYGOS%- Calls Answered within 10 seconds90%98%99%97%97%95%ACR-% Abandoned Call Rate (Hotline)1.0%0.1%0.0%0.1%0.1%0.2%UPSELLING%4.8%6.3%5.1%5.3%5.5%5.4%CALL QUALITY90%92%92%93%92%92%Average Sales Leads per CS Staff每月浮动4346565148% Utilization50%63

3、%66%72%71%73%Occupancy85%96%96%96%96%96%ACW%10%6%6%6%7%7%TDI/SPD245309253294317298SII(NO)每月浮动18491730195520872274ACW 除一新人外，其余稳定，AUX 两人一日，望保持效率小组达成，整体而言达成保持在一个较为健康的状态TEAMNAMEACW%AUX%ATTUtilization%LOGINEXANGELAchen hui GU LI NA5.5%2.8%115.165.6%4.5%2.4%152.084.5%2012-9-22012-9-92012-9-162012-9-23Tota

4、l1.b. 客户是否上等候91.89%50.00%85.11%94.00%91.79%37247503412.g. 主动推荐 SII66.67%.00%100.00%100.00%88.24%3145172.h. 主动推荐 TDX100.00%.00%80.00%50.00%68.42%1054195.a. 确认快件详细信息83.33%100.00%78.57%80.00%85.44%12114151035.b. 主动是否适合SII/TDX 服务100.00%.00%57.14%33.33%68.18%4076445.c. 尝试将咨询转化为预约取件92.31%100.00%91.67%85.7

5、1%87.76%1311214985.e. 尝试进行销售引导60.00%.00%60.00%60.00%66.28%1011010869.a. 致问候语89.19%100.00%100.00%100.00%98.83%37247503419.b. 是否询问客户还有其他需求100.00%100.00%100.00%98.00%98.81%34147503359.d. 询问客户贵姓并称呼客户75.68%100.00%89.36%74.00%80.65%372475034110.a. 有效引导客户， 谈话节奏86.49%100.00%87.23%92.00%90.32%372475034110.f.

6、 体现同理心100.00%.00%60.00%57.14%48.48%20573312.a.提供准确、完整的信息89.29%50.00%85.71%92.11%89.12%2824238285个人指标为，请注意十月争取在指标内临时性请假 王莹日，徐艳珺日，两人的临请次数相对频繁，请注意SELLING 部分:特别表扬吕莹一回归团队，四项指标均超额完成TDX 王雪梅，严慧艳，叶呈隽，王莹，吕莹达标，其中严慧艳进步显著王雪梅，刘丽钰，吕莹达标，其中刘丽钰进步明显liu li yu lv yingwang xue mei yan hui yan yang beiye chen jun yin fei

7、fei wang ying xu yan jun xu cheng su9.3%5.3%164.275.1%5.9%1.3%131.978.1%7.4%4.1%113.967.9%5.6%2.7%124.069.6%8.8%2.9%138.569.9%5.0%2.9%130.970.4%4.4%2.4%123.872.0%9.7%5.0%98.451.2%8.0%4.6%136.774.4%16.1%2.2%171.574.0%ANGELA Team7.6%3.4%130.369.8%TDXJANFEBMARAPRMAYJUNJULAUGSEP王雪梅135.70%135.30%116.70%1

8、35.30%150.00%114.30%130.00%130.00%12杨蓓53.30%111.80%71.40%58.80%77.80%116.70%110.00%81.80%72刘丽钰85.70%76.50%100.00%70.60%116.70%100.00%58.30%28.60%52严慧艳46.70%64.30%111.10%56.30%62.50%112.50%45.50%30.00%11殷菲菲50.00%80.00%111.10%47.10%106.70%88.20%41.70%70.00%71叶呈隽78.60%100.00%95.00%100.00%57.90%106.30%6

9、3.60%90.00%11王莹121.40%0.00%100.00%111.80%105.30%60.00%0.00%100.00%15陈惠73.30%92.30%110.50%61.10%100.00%105.90%33.30%30.00%30徐艳珺66.70%60吕莹15SIIJANFEBMARAPRMAYJUNJULAUGSEP王雪梅62.50%196.20%166.70%150.00%100.00%140.00%140.00%80.00%10杨蓓58.00%85.00%100.00%83.30%100.00%120.00%100.00%60.00%2刘丽钰64.10%0.00%0.00

10、%50.00%42.90%83.30%83.30%0.00%11严慧艳61.20%26.30%50.00%50.00%66.70%33.30%16.70%20.00%0殷菲菲125.20%74.00%16.70%83.30%16.70%42.90%33.30%40.00%6叶呈隽83.70%58.60%28.60%57.10%71.40%66.70%16.70%40.00%1王莹44.60%0.00%50.00%100.00%42.90%150.00%0.00%60.00%0陈惠78.40%55.30%0.00%14.30%42.90%50.00%16.70%20.00%8吕莹50.00%10

11、表扬：陈惠三条高质量的表扬获得小组首位最后，揭晓月“微笑天使”，恭喜吕莹获得业务及工作流程更新.公共业务信息每月业务信息收集2012.9 月上半月业务信息整理.doc徐艳珺2徐辰骕0SALELEADSSEP严慧艳130.00%刘丽钰108.20%王雪梅88.40%杨蓓115.20%殷菲菲116.30%叶呈隽102.00%王莹110.40%陈惠97.40%徐艳珺63.60%吕莹135.00%徐晨骕33.30%SEPQUOTES转化率达成严慧艳64%122.20%刘丽钰29%63.60%王雪梅38%177.80%杨蓓67%128.60%殷菲菲42%133.30%叶呈隽25%109.10%王莹14%140.00%陈惠56%100.00%吕莹57%175.00%顾丽娜300.00%徐艳珺10%100.00%徐辰骕0%50.00%其他重要信息相关注意事项.CTI NPA 催件：在客户抱怨催过未到的情况下，