《4PS国际标准体系手册2021版》主要针对4PS标准体系涉及的几百个相关指标进行系统的指标定义，指标目的，计算公式，注意事项，影响因素，统计频率，参考标准，指标应用，指标级别，关联指标，计量单位等方面的整体定义。

4PS国际标准指标：呼叫中心KPI五种类型及二八原则

2021 edition of <4PS International Standard Manual systematic index definition, calculation formula, matters needing 、attention, influencing factors, statistical frequency, reference standard, application of index are mainly aimed at several hundred related indexes involved in 4PS standard system, self-standard, calculation formula, attention item, influencing factor, statistical frequency, reference standard, index application, The overall definition of index level, associated index, unit of measurement, etc.

《4PS国际标准体系手册2021版》总页数约为566页，550个指标，为4PS标准组织组织认证审核时的认证官参考用书。

The main page is about 566 pages, 550 indicators, which is the reference book for certification officers of 4PS Standards Organization.

本《4PS国际标准体系2021版本》学员版中主要从中摘取管理中的138个指标定义相应的展示。

The student edition of 4Ps international standard system version 2021 mainly extracts 138 indicators in management and defines corresponding display.

联络中心趋向精细化、数字化管理，关键绩效指标(KPI) 管理成为一种有效的管理手段。

The contact center tends to be refined, digital management, key performance index (KPI) management has become an effective management means.

联络中心管理者常常通过分解运营目标，制订各种关键绩效指标(KPI)，通过4PS国际标准KPI指标来引导、评估座席代表行为，从而达到管理目标。

Contact center managers often use the decomposition of operational objectives to formulate a variety of key performance indicators (KPI), through the 4PS KPI indicators to guide the evaluation of seat representative behavior so as to achieve management objectives.

联络中心采用联络中心集成系统和座席操作系统，并有强大的运营管理系统进行数据支持，为实行数字化管理奠定了良好基础。

The focal center adopts the focal center integration system and the seat operating system, and has the powerful operation management system to carry on the data support, which has laid a good foundation for the implementation of digital management.

KPI （Key Performance Indicator）即指关键绩效指标，是通过对组织内部某一流程的输入端、输出端的关键参数进行设置、取样、计算、分析，衡量流程绩效的一种目标式量化管理指标，是把企业战略目标分解为可运作的远景目标的工具，是企业绩效管理系统的基础。

KPI (key performance indicator) is the key performance index.. By setting, sampling, calculating, analyzing, and measuring the key parameters of a process's input and output within an organization, it is a kind of target quantitative management index. It is a tool to decompose the strategic objectives

into operational long-term goals, and is the basis of enterprise performance management system.

4PS国际标准组织研究发现KPI符合一个重要的管理原理--"二八原则"。

4PS international standards organization found that KPI conforms to an important management principle - "28 principles"

在企业的价值创造过程中，存在"20/80"规律，即20%的骨干人员创造企业80%的价值；而且在每一位员工身上"二八原理"同样适用，即80%的工作任务由20%关键行为完成。

In the process of enterprise value creation, there is a "20/80" rule, that is, 20% of the backbone personnel create the value of the enterprise 80%; and the "28 principle" of each employee is equally applicable, that is, the task of 80% is completed by 20% key actions.

因此，必须抓住20%的关键行为，对之进行分析和衡量，这样就能抓住业绩评价的重心。

Therefore, the key behavior of 20% is to be seized, right Analysis and measurement, so that we can grasp the focus of performance evaluation.

4PS国际标准组织研究发现各联络中心不同的规模，成熟度等，每个联络中心都有自己的KPI指标体系，指标数量各不相同，多的有几百个，少的只有三五个。

4PS international standards organization found that each contact center has its own KPI index system, with several hundred indicators, and only three or five .KPI values that should be challenging.

KPI值应有挑战性，即应略高于现有水平或至少不低于现有水平，要对完成上一级目标有所贡献并成为完成上一级目标的主要推动力。

That is, should be slightly higher than the current level, or at least not below the current level, to contribute to the achievement of the next level of goals and become the main driving force to achieve the next level of goals.

根据全球及中国行业发展及各行业标杆数据和历史数据，参考行业众多数据和研究，4PS标准组织定义了整套联络中心相关的数字化规范指标。

According to the global and Chinese industry development, benchmarking data and historical data of various industries, and referring to a large number of industry data and research, 4PS standard organization has defined a complete set of digital specification indicators related to the contact center.

一部分来源于行业标准，一部分来源于众多联络中心的历史数据，还有一部分来自于历年来几千家参加“金音奖”中国最佳联络中心与CRM评选的企业参考值与行业标杆数据。

Part comes from industry standards, one from historical data from many contact centers, and another from thousands of corporate reference values and industry benchmarks selected by China's Best contact Center and crm over the years.

4PS指标分为“关键指标”、“次关键指标”和“参考指标”,”整体关注指标”,”中心关注指标”等几类。

4PS indicators are divided into "key indicators", "sub-key indicators" and "reference indicators", "overall concern indicators" and "central concern indicators".