4PS指標(biāo)定義(員工流失率):
根據(jù)4PS國(guó)際標(biāo)準(zhǔn)定義,該指標(biāo)關(guān)注客戶聯(lián)絡(luò)中心員工穩(wěn)定性和忠誠(chéng)度。
According to the definition of 4Ps international standard,This indicator focuses on the stability and loyalty of customer contact center employees.
4PS國(guó)際標(biāo)準(zhǔn)指標(biāo):呼叫中心員工流失率
注意事項(xiàng):
期初人數(shù)是統(tǒng)計(jì)周期第一日0時(shí)0分0秒時(shí)刻在職員工數(shù)。
The beginning of the period is the number of active staff at 00:00:00 on the first day of the statistical cycle
期末人數(shù)是統(tǒng)計(jì)周期最后一日23時(shí)59分59秒時(shí)刻在職員工數(shù)。
The end of the period is the number of active staff at 23:59:59 on the last day of the statistical cycle
離開組織的員工人數(shù)是指統(tǒng)計(jì)周期內(nèi)完成離職交接工作的員工數(shù),包括主動(dòng)與被動(dòng)。
The number of employees who leave the organization refers to thenumber of employees who complete the handover work in thestatistical cycle, including active and passive.
在職員工是指正式簽訂勞動(dòng)合同的員工。
On-the-job employee is the employee who formally signs the labor contract.
臨時(shí)職位的人員流失定義:該職位結(jié)束期前的主動(dòng)和被動(dòng)離職。
Turnover of temporary positions: active and passive departures before the end of the position.
--計(jì)算和分析人員流失時(shí),需要把一線座席和其他員工區(qū)分計(jì)算,并分別針對(duì)主動(dòng)和被動(dòng)流失進(jìn)行計(jì)算與分析;
When calculating and analyzing staff turnover, it is necessary to distinguish the first-line seats from other employees, and calculate
and analyze the active and passive turnover respectively.
--人員流失衡量含主動(dòng)和被動(dòng)離職。
Turnover measures both active and passive turnover.
--人員流失率以年度百分比匯報(bào),每季度至少分析一次,每月保持關(guān)注。
The turnover
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