客服营销能力KPI绩效考核指标

不管是新型电商企业还是传统行业转型网络营销推广,客服的沟通能力最直接影响转化率,如何考核客服的营销能力及工资标准呢?绩效考核KPI参考指标有哪些呢?

怎么考核客服的绩效怎么考核客服的营销能力绩效

KPI指标 详细描述 标准 分值 权重 数据 得分 加权得分
指标完成率 实际销售额/计划销售额(A万/月) >=100% 100 0.3 0
100%>—>90% 85
90%>—>=80% 70
80%>—>=70% 55
70%>—>=60% 40
60%>—>=50% 25
50%>—>=40% 10
<40% 0
咨询转化率 最终下单人数/咨询人数 >=50% 100 0.3 0
>50%>—>=45% 80
45%>—>=40% 60
<40% 0
下单成功率 最终付款人数/下单人数 >=95% 100 0.1 0
95%>—>90% 80
90%>—>=85% 60
<85% 0
客单价 本旺旺落实且最终付款:销售额/下单付款人数(有效客单价) >=220 100 0.05 0
220>—>=200 80
200>—>=180 60
<180 0
旺旺回复率 回复过的客户数/总接待客户数 >=98% 100 0.05 0
98%>—>=95% 80
95%>—>=92% 60
<92% 0
旺旺响应时间 平均响应时间(秒) <=30 100 0.05 0
30<—<=40 80
40<—<=50 60
>50 0
协助跟进服务 客户下单后的跟进服务金额(催款或处理售后) >=2w 100 0.05 0
2w>—>=1.7w 80
1.7w>—>=1.4w 60
<1.4w 0
执行力 按照主管要求分配任务 上级主管打分 100 0.1 0
80
60
40
0
得分 0
客服等级 分值 薪资(元) 岗位奖金 饭贴(元) 全勤奖
高级客服 90<=–<=100
中级客服 80<=–<=90
初级客服 70<=–<=80
两次低于70分,淘汰
销售额A(万元) 提成B计算公式
A<=X B=A*0.5%
X<A<=Y B=A*0.75%
Y<A<=Z B=A*1%
A>Z B=Z*1%+(A-Z)*1.5%
提高客服销售能力的思路:1通过贡献值分析法找出短板员工;2关键性指标员工的不足;3通过日均销分析法排班;4.通过综合分析法与员工达成培训方向;5.同时关注旺旺响应速度、聊天转换率等指标。(各位可以加入其他的考核维度)
客服销售指标:  25W
客服 工作天数 计划销售额 实际销售额 总销售额 顾客成交笔数 销售件数
A 25 50000 55,000 215,000 400 880
B 25 50000 30,000 215,000 200 400
C 25 50000 25,000 215,000 100 150
D 25 50000 45,000 215,000 180 250
E 25 50000 60,000 215,000 240 300
咨询人数 贡献率=实际销售额/总销售额 指标完成率=实际销售额/计划销售额 日均销=累计销售额、上班天数 平均单价=累计销售额/顾客成交笔数 平均单价=累计销售额/累计销售件数 咨询转化率
600 26% 110% 2200 138 63 67%
520 14% 60% 1200 150 75 38%
500 12% 50% 1000 250 167 20%
450 21% 90% 1800 250 180 40%
500 28% 120% 2400 250 200 48%

一个好的客服总会分析客户的需求,合理的沟通技巧,减少转化成本,最终总结就是看客服沟通的转化率,KPI绩效考核制度只是一个标准,优秀的客服用心做,耐心做,能为企业节约网络营销推广成本。

未经允许不得转载:杨永博客 » 客服营销能力KPI绩效考核指标

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