Bầu không khí tâm lý tập thể điện thoại viên trung tâm chăm sóc khách hàng Viettel tại Hà Nội - 17

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Anh, chi giao tiep voi hau het nhung nguoi trong trung tam

rat thuong xuyen

Count

30

66

82

178

%

60.0%

66.0%

82.0%

71.2%

thuong xuyen

Count

4

17

13

34

%

8.0%

17.0%

13.0%

13.6%

thinh thoang

Count

16

9

5

30

%

32.0%

9.0%

5.0%

12.0%

hiem khi

Count

0

4

0

4

%

.0%

4.0%

.0%

1.6%

chua bao

gio

Count

0

4

0

4

%

.0%

4.0%

.0%

1.6%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Anh, chi giao tiep voi lanh dao trung tam

rat thuong xuyen

Count

1

3

2

6

%

2.0%

3.0%

2.0%

2.4%

thuong xuyen

Count

3

25

43

71

%

6.0%

25.0%

43.0%

28.4%

thinh thoang

Count

26

37

33

96

%

52.0%

37.0%

33.0%

38.4%

hiem khi

Count

20

30

22

72

%

40.0%

30.0%

22.0%

28.8%

chua bao gio

Count

0

5

0

5

%

.0%

5.0%

.0%

2.0%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Anh, chi giao tiep voi mot so it ban than

rat thuong

xuyen

Count

21

30

18

69

%

42.0%

30.0%

18.0%

27.6%

thuong xuyen

Count

12

43

57

112

%

24.0%

43.0%

57.0%

44.8%

thinh thoang

Count

17

25

25

67

%

34.0%

25.0%

25.0%

26.8%

hiem khi

Count

0

2

0

2

%

.0%

2.0%

.0%

.8%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Anh, chi khong thich giao tiep voi ai

thuong xuyen

Count

0

1

0

1

%

.0%

1.0%

.0%

.4%

thinh

thoang

Count

23

39

43

105

%

46.0%

39.0%

43.0%

42.0%

hiem khi

Count

6

21

19

46

%

12.0%

21.0%

19.0%

18.4%

chua bao gio

Count

21

39

38

98

%

42.0%

39.0%

38.0%

39.2%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Hang ngay anh (chi) va dong nghiep thuong trao doi ve: Nhung nguoi lanh dao (truong ca, giam sat, ho tro)

Thuong

xuyen

Count

5

23

11

39

%

10.0%

23.0%

11.0%

15.6%

Thinh

thoang

Count

34

62

78

174

%

68.0%

62.0%

78.0%

69.6%

Chua bao

gio

Count

11

15

11

37

%

22.0%

15.0%

11.0%

14.8%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

cong viec

cua trung tam ve nghiep vu noi vu cua

Dien thoai vien

Thuong

xuyen

Count

34

64

72

170

%

68.0%

64.0%

72.0%

68.0%

Thinh thoang

Count

16

36

28

80

%

32.0%

36.0%

28.0%

32.0%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Hang ngay anh (chi) va dong nghiep thuong trao doi ve: Nhung nguoi lanh dao (truong ca, giam sat, ho tro)

Thuong xuyen

Count

8

21

11

40

%

16.0%

21.0%

11.0%

16.0%

Thinh thoang

Count

34

67

78

179

%

68.0%

67.0%

78.0%

71.6%

Chua bao

gio

Count

8

12

11

31

%

16.0%

12.0%

11.0%

12.4%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Hang ngay anh

Hang ngay anh (chi) va dong nghiep thuong trao doi ve: Tam tu tinh cam va van de rieng tu cua doi song ca nhan

2.0000

Hang ngay

Hang ngay

Hang ngay

(chi) va dong

anh (chi) va

anh (chi) va

anh (chi)

nghiep thuong

dong nghiep

dong nghiep

va dong

trao doi ve:

thuong trao

thuong trao

nghiep

Cong viec cua

doi ve:

doi ve:

thuong trao

Phong lam viec

trung tam, ve

Nhung

Nhung van

doi ve:

nghiep vu, noi

nguoi lanh

de lien quan

Luong va

vu cua cac DT,

dao (truong

den cuoc goi

thuong cua

cung rut kinh

ca, giam sat,

cua khach

cong ty

nghiem va hoan

ho tro)

hang va

thien ky nang

khach hang

Phong Vip

Mean

1.3200

2.1200

1.3200

1.7200

N

50

50

50

50

50

Phong

1

Mean

1.3600

1.9100

1.9200

1.3600

1.8200

N

100

100

100

100

100

Phong 2

Mean

1.2800

2.0000

2.0000

1.2800

1.7800

N

100

100

100

100

100

Total

Mean

1.3200

1.9640

1.9920

1.3200

1.7840

N

250

250

250

250

250

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Anh (chi) co

thay minh thuc su la thanh vien cua tap the hay khong

Co

Count

50

91

90

231

%

100.0%

91.0%

90.0%

92.4%

Khong

Count

0

9

10

19

%

Count

.0%

50

9.0%

100

10.0%

100

7.6%

250

Total

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong Vip

Phong 1

Phong 2

Trung tam co thuong xuyen to chuc cac hoat dong ngoai khoa

khong

Co

Count

40

53

86

179

%

80.0%

53.0%

86.0%

71.6%

Khong

Count

%

10

20.0%

47

47.0%

14

14.0%

71

28.4%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total 114

Phong Vip

27

Phong 1

30

Phong 2

57

Muc do tham gia khi trung tam to chuc cac hoat dong ngoai khoa

Thuong

xuyen

Count

%

54.0%

30.0%

57.0%

45.6%

Thinh

thoang

Count

23

60

26

109

%

46.0%

60.0%

26.0%

43.6%

Hiem khi

Count

0

6

7

13

%

.0%

6.0%

7.0%

5.2%

Khong bao

gio

Count

0

4

10

14

%

.0%

4.0%

10.0%

14.0%

Total

Count

28

56

59

143

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong Vip

Phong 1

Phong 2

Khi gap tinh huong kho trong cong viec chua giai quyet duoc ngay, muc do anh (chi) nho ho tro: Truong ca

Rat thuong xuyen

Count

0

2

0

2

%

.0%

2.0%

.0%

.8%

Thuong xuyen

Count

4

16

18

38

%

8.0%

16.0%

18.0%

15.2%

Thinh

thoang

Count

5

35

32

72

%

10.0%

35.0%

32.0%

28.8%

Hiem khi

Count

32

40

46

118

%

64.0%

40.0%

46.0%

47.2%

Chua bao gio

Count

9

7

4

20

%

18.0%

7.0%

4.0%

8.0%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total 60

Phong Vip

3

Phong 1

26

Phong 2

31

Khi gap tinh huong kho trong cong viec chua giai quyet duoc ngay, muc do anh (chi) nho ho tro: Giam sat

Rat thuong

xuyen

Count

%

6.0%

26.0%

31.0%

24.0%

Thuong xuyen

Count

12

33

32

77

%

24.0%

33.0%

32.0%

30.8%

Thinh thoang

Count

21

30

29

80

%

42.0%

30.0%

29.0%

32.0%

Hiem khi

Count

14

11

8

33

%

28.0%

11.0%

8.0%

13.2%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Khi gap tinh huong kho trong cong viec chua giai quyet duoc ngay, muc do anh

(chi) nho ho tro: Ho tro

Rat thuong xuyen

Count

36

78

79

193

%

72.0%

78.0%

79.0%

77.2%

Thuong xuyen

Count

11

21

21

53

%

22.0%

21.0%

21.0%

21.2%

Thinh thoang

Count

3

1

0

4

%

6.0%

1.0%

.0%

1.6%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Khi gap tinh huong kho trong cong viec chua giai quyet duoc ngay, muc do anh (chi) nho ho tro: Dong

nghiep

Rat thuong xuyen

Count

20

41

40

101

%

40.0%

41.0%

40.0%

40.4%

Thuong xuyen

Count

28

56

56

140

%

56.0%

56.0%

56.0%

56.0%

Thinh thoang

Count

2

3

4

9

%

4.0%

3.0%

4.0%

3.6%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Khi gap tinh huong kho trong cong viec chua giai quyet duoc ngay, muc do anh (chi) nho ho tro: Tu tim toi de giai quyet va goi lai cho khach hang sau khi da co

cau tra loi

Rat thuong xuyen Thuong

xuyen

Count

25

44

52

121

%

Count

50.0%

17

44.0%

44

52.0%

40

48.4%

101

%

34.0%

44.0%

40.0%

40.4%

Thinh thoang

Count

%

8

16.0%

12

12.0%

8

8.0%

28

11.2%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Theo anh

(chi) viec sap xep lich ca nhu hien nay co hop ly khong

Hop ly

Count

48

79

88

215

%

96%

79%

88%

86%

Khong hop ly

Count

2

21

12

35

%

4.0%

21.0%

12.0%

14.0%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Anh (chi) cho biet muc do gan bo cua minh ve cong viec hien nay: khi den trung tam co cam giac nhu o nha minh

Rat thuong xuyen

Count

3

12

13

28

%

6.0%

12.0%

13.0%

11.2%

Thuong xuyen

Count

16

18

20

54

%

32.0%

18.0%

20.0%

21.6%

Thinh thoang

Count

19

45

42

106

%

38.0%

45.0%

42.0%

42.4%

Hiem khi

Count

4

11

10

25

%

8.0%

11.0%

10.0%

10.0%

Chua bao gio

Count

8

14

15

37

%

16.0%

14.0%

15.0%

14.8%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam

viec

Total

Phong

Vip

Phong 1

Phong 2

Anh (chi) cho

Rat thuong

Count

18

41

43

102

biet muc do

xuyen

%

36.0%

41.0%

43.0%

40.8%

gan bo cua

Thuong xuyen

Count

11

13

7

31

minh ve cong

%

22.0%

13.0%

7.0%

12.4%

viec hien nay:

Thinh thoang

Count

17

26

30

73

Muon duoc

%

34.0%

26.0%

30.0%

29.2%

tiep tuc lam

Hiem khi

Count

2

13

10

25

viec nhung

%

4.0%

13.0%

10.0%

10.0%

duoc chuyen

Chua bao gio

Count

2

7

10

19

sang cac ban

khac hoac

cho co hoi de

duoc tuyen

vao lam cong

%

4.0%

7.0%

10.0%

7.6%

tac vien, lam

nhan vien

chinh thuc

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Anh (chi) cho biet muc do gan bo cua minh ve cong viec hien nay: lam viec tam thoi khi co viec khac thi se bo

Rat thuong xuyen

Count

11

12

14

37

%

22.0%

12.0%

14.0%

14.8%

Thuong

xuyen

Count

8

6

0

14

%

16.0%

6.0%

.0%

5.6%

Thinh thoang

Count

11

29

36

76

%

22.0%

29.0%

36.0%

30.4%

Hiem khi

Count

5

21

21

47

%

10.0%

21.0%

21.0%

18.8%

Chua bao

gio

Count

15

32

29

76

%

30.0%

32.0%

29.0%

30.4%

Total

Count

50

100

100

250

%

100.0%

100.0%

100.0%

100.0%

Phong lam viec

Total

Phong

Vip

Phong 1

Phong 2

Khi tiep nhan cuoc goi anh (chi) thuong

Tim moi cach de truyen dat va mo rong thong tin cho

KH

Count

46

84

85

215

%

92.0%

84.0%

85.0%

86.0%

Lap lai cac cau tra loi

cho nhanh vi thuoc het roi

Count

2

3

4

9

%

4.0%

3.0%

4.0%

3.6%

Cung cap theo nhu cau cua khach

hang

Count

2

13

11

26

%

Count

4.0%

50

13.0%

100

11.0%

100

10.4%

250

Total

%

100.0%

100.0%

100.0%

100.0%