1990年代初期，花旗銀行與中國信託為國內消費金融業界兩大市佔率最高的集團，為因應信用卡客戶服務需求而率先投入電腦電話資訊系統的整合。隨著技術發展的成熟性，客服中心的成立也逐漸擴展到其他產業別，而近年來伴隨著市場更加開放與競爭更加激烈，包含有線電視等其他產業也都加緊腳步，積極投入大型客戶服務中心的建置，對於客服人員的績效評估管理制度也被提出討論與規劃。 本研究係透過有線電視產業特殊背景的探討與了解，再加上管理階層對客服中心部門的期望與績效要求，再將組織的目標與部門目標結合後，進而與個人績效目標一致。藉由每位客服人員績效管理制度的建立，進行各項服務績效的評估，例如來電詢問及疑難排除的速度是否滿意？來電等候時間可否接受…等。其中，更將客服中心以不同的服務管道加以區分，如一般電話客服人員、技術客服人員、及產品促銷人員…等，希望根據不同屬性都能夠找出最適合的績效量化制度與標準化評量方法，以期能建立企業的服務效能，與顧客間建立長久且深厚的關係，亦能為公司創造最高利潤。內容將著重於客服中心人員績效管理制度的建置運作，並以轉型中之有線電視聯合客服中心管理為研究實例。 In 1990 initial period, Citibank and Chinatrust, the two leading group in Taiwan consumer banking market, taking the lead to invest CTI system establishment for fulfilling credit card customers’ multi-functional service needs. Along with technological development maturation, service (call) center establishment also gradually expands to other industries. In recent years followed opening market and the competitive environment, various businesses including cable TV and so on other industries all stepped up the footsteps for investing large-scale customer service center construction. The performance appraisal and management system for service representatives is also brought up for discussion and design. This research is base on the study of Cable TV industry background together with the expectation from high-level managers angel to customer (call) center performance achievement. Additionally, organize the integration of institution and department goals and to accord with personal objectives. To proceed the performance evaluation thru the individual appraisal system establishment. For examples: Whether online inquiry efficiency about the system difficult elimination speed does satisfy clients? Whether the call waiting time is acceptable? Additionally, the research is to differentiate customer service (call) center by the different service pipeline – general customer service representative(CSR), technical service representative(TSR), tele-marketing(TM)…etc. attributing to discover the most suitable quantification system and the standardization performance appraisal method. Thru those efficient solutions can contribute the high service potency, establish long-time and loyalty relations with customers, and also create the highest profit for the company. The content emphasizes in performance management system establishment for customer service (call) center, and takes the reforming CATV customer service (call) center management as the research example.
