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怎样才算是“优秀的呼叫中心”

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怎样才算是“优秀的呼叫中心”

发布日期:2019-07-26 作者: 点击:

图形1faokfa转曲_副本.jpg01_副本.jpg66666666666666666.jpg关于什么才是“优秀的呼叫中心”,我们在很多不同的文章中已经看到过很多的定义或判断标准。今天我们就不妨再来看一看Prosci公司根据对50多个国家的240家呼叫中心所做的最佳实践与基准评测的调查所得出的他们的结论:  

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1、YI“KEHUWEIZHONGXIN”  

广东11选5“YIKEHUWEIZHONGXIN”SHIZHIHUJIAOZHONGXINZUOWEIYIGEZHENGTIDE“SIWEIFANGSHI”。“YIKEHUWEIZHONGXIN”DEHUJIAOZHONGXINDEGUANZHUJIAODIANJIUSHIKEHU,KEHUDEXUQIUSHIBUSHIBEIMANZULE,KEHUDUIFUWUZHILIANGHEXIAOLVSHIBUSHIMANYI,ERBUZAISHIZHIDINGZHESHIFOUDACHENGLEJIDINGXIAOSHOUMUBIAOHUOZHESHIFOUKEYIJIANGDIMOUXIEJIXIAOZHIBIAOYAOQIUDENGDENG。SUIZHEKEHUYUQIYEJIANDEHUDONGYUELAIYUEDUO,HUJIAOZHONGXINHUOZHEKEHULIANLUOZHONGXINYUELAIYUECHENGWEIQIYEMIANXIANGKEHUDEYIGECHUANGKOUHUOMENMIAN,SHENZHICHENGWEIKEHUYUQIYEZHIJIEDEGOUTONGLIANXISHUNIU。ZHEIGECHUANGKOUHUOSHUNIUJIKEHUDEYINXIANGHETIYANJIANGHUIDUIHUJIAOZHONGXINJIQIYEDECHENGGONGCHANSHENGJUEDINGXINGDEZUOYONG。  

广东11选52、DUOZHONGKEHUGOUTONGLIANLUOQUDAO  

KEHUQIWANGNENGGOUXUANZEYISHENMEYANGDEFANGSHILIANXIYUHUJIAOZHONGXINQUDELIANXI。YINCI,NIDEFUWUBIXUMANZUTAMENDEBIAOZHUN、TAMENDEQUDAOXUANZE。JINGUANDIANHUARENGSHIXIANJIEDUANDADUOSHUKEHUDEDIYIXUANZE,DANSHI,RUGUOXIANGCHENGWEI“YOUXIUDEHUJIAOZHONGXIN”,NIJIUBIXUWEIKEHUTIGONGDUOYANGHUADELIANLUOQUDAO,RANGKEHUNENGGOUZAIRENHESHIJIAN、RENHEDIDIANYITAMENXIANGYAODEFANGSHIGENHUJIAOZHONGXINQUDELIANXI。ZHENGRUYIJIACANYUDIAOCHADEHUJIAOZHONGXINSUOSHUODENEIYANG:“HUJIAOZHONGXINBIXUYOUNENGLIGAOXIAODIYUNYONGSUOYOUKEXINGDEJISHUSHOUDUANJIECHUKEHU、RANGKEHUJIECHUNI,YUKEHUCHANSHENGHUDONG。”  

3、DIYUANGONGLIUSHILV,GAOYUANGONGMANYIDU  

WOMENHENNANJIANGGAOSUZHIYUANGONGLIUSHISUODAILAIDESUNSHIJINXINGJINGQUELIANGHUA。SUIRANZHAOPINYUPEIXUNXINYUANGONGDEFEIYONGKEYIBIJIAORONGYIDIJINXINGLIANGHUAPINGGU,DANSHIYINYOUXIUYUANGONGLIUSHISUOZAOCHENGDEZHENGTIZHISHIYUJINENGSHUIPINGXIAJIANGYIJIYOUCIZAOCHENGDEFUWUZHILIANGHESHENGCHANXIAOLVDEBODONGJIANGHENNANBEILIANGHUA。JIANSHAOYUANGONGDELIUSHI、YANZHANGTAMENDEPINGJUNFUWUNIANXIAN,HUIDUIKEHUMANYIDU、YEWUCHULISHIZHANGYIJIQITAZHONGYAODEHUJIAOZHONGXINZHIBIAOCHANSHENGFEICHANGJIJIDEYINGXIANG。YIBANLAIJIANG,FUYOUJINGYANDEYUANGONGDUIQIYEDEYEWULEJIEDEGENGDUO,ZHANGWOGENGDUODECHULIJIQIAO,YEWUCHULISUDUYAOBIXINSHANGGANGYUANGONGKUAIDEDUO。  

广东11选5CHUCIZHIWAI,GAOYUANGONGMANYIDUSHI“YOUXIUDEHUJIAOZHONGXIN”DEGUANJIANCHENGGONGYINSU。YUANGONGSHIQIYEZUIBAOGUIDEZICHAN。DANGTAMENZIJIGANDAOHENGAOXINGHEMANZUSHI,TAMENYEGENGYUANYIRANGKEHUGANDAOGAOXINGHEMANZU。YAOQUEBAONENGGOUMANZUYUANGONGDEJIBENXUQIUBINGYUNYONGYOUXIAODERENKEJILISHOUDUANRANGYUANGONGGANDAOMANYI、XINGFEN、REQINGGAOZHANG,YISHITAMENBAOCHIGAOJIXIAODEGONGZUOZHUANGTAI。  

4、GAOXIAOLV、DICHENGBENZHONGXIN  

YOUXIAOJIANGDIHUJIAOZHONGXINDEYUNYINGCHENGBENSHIMEIYIJIAHUJIAOZHONGXINDOUGUANZHUDEYIGEJIAODIAN。HUJIAOZHONGXINGUANLICENGZONGSHIMIANLINZHEYONGJINLIANGSHAODEZIYUANZUOJINLIANGDUODESHIQINGZHEIYANGDEYALI。YIBIANBEIYAOQIUTIGAOFUWUZHILIANG,YIBIANHUJIAOZHONGXINDEYUSUANBEIYANGEKONGZHISHENZHIBEIXUEJIAN。CHUCIZHIWAI,HUAWUGAODIGUDEBODONGYIJIJIJIEXINGDEBIANHUAYEHUIYAOQIUHUJIAOZHONGXINGUANLICENGCAIQUYOUXIAODECUOSHILAIYINGDUI,ERBUSHIJINYIBUDUANDIZENGJIANRENYUANLAIYINGDUI,SHIZHENGGEYUSUAN“SHIKONG”。  

广东11选5YOUXIAOJIANGDIHUJIAOZHONGXINYUNYINGCHENGBENXUYAOXITONGDEGUIHUAHEZHUBUDESHISHI。XIANYAOZHAODAONENGGOUJIANGDIYUNYINGCHENGBENDEFANGMIAN,RANHOUZAIGENJUMEIGEFANGMIANDESHIJIQINGKUANGZONGHEFENXIQUEDINGYAOCAIQUDEJUTICUOSHIHEYOUXIANJI。YOUGUANHUJIAOZHONGXINYUNYINGCHENGBENKONGZHIDEJIAOWEIXITONGDENEIRONG,QINGCANJIANWODELINGWAIYIPIANWENZHANG《HUJIAOZHONGXINYUNYINGCHENGBENKONGZHIDEJIBENSILU》。  

5、GAO“YICIJIEJUELV”  

广东11选5“YICIJIEJUELV”SHIZHIKEHUDEFUWUQINGQIUZAIDIYICILIANLUOGUOCHENGZHONGJIUBEIWANQUANJIEJUEDEBILV。ZHEILIDE“JIEJUE”SHIZHIKEHUDEFUWUQINGQIUZAIDIYICILIANLUOGUOCHENGZHONGBEIDIYIGEYUKEHULIANLUODERENWANQUANCHEDIDIJIEJUE。  

“YICIJIEJUELV”BEISUODIAOCHADEHUJIAOZHONGXINYIZHIRENWEISHI“YOUXIUDEHUJIAOZHONGXIN”DEYIXIANGZHONGYAOHENGLIANGZHIBIAO,YINWEITASHIKEHUHENGLIANGHUJIAOZHONGXINFUWUZHILIANGDEZHUYAOYINSUZHIYI。LINGWAI,GAO“YICIJIEJUELV”KEYIYOUXIAOJIANSHAODIANHUADEZHUANJIE、HUIHUYIJIZHONGFULAIDIAN,CONGERYEYOUXIAOJIANGDIYUNYINGCHENGBEN。DUI“YICIJIEJUELV”DEHENGLIANGHAIKEYIDAILAIYUANGONGZERENGANJISHENGCHANXIAOLVDEGAISHANYUTISHENG。DANGHUJIAOZHONGXINWEILETIGAOYICIJIEJUELVERJIYUYIXIANYUANGONGZUGOUDEZHUANYEZHISHIYUJINENGDEPEIXUNBINGFUYUCHONGFENSHOUQUANDESHIHOU,YUANGONGDEGONGZUOMANYIDUYEHUIXIANGYINGDEDAOTIGAO。  

6、DUIKEHUFUWUQINGQIUDEKUAISUFANYINGYUCHULI  

RUGUOKEHUDEFUWUQINGQIUYUDAOXUYAOJINRUDUILIEPAIDUIDENGHOU,ERQIEYAODENGHENZHANGSHIJIANDEHUA,KEHUJIUHUIBIANDEHENBUMANYI,ERQIESUIZHESHIJIANDEBUDUANYANXU,HAIHUIDAOZHIMOUXIEKEHUDEGENGJILIEDEFANYING。ZAIWOMENXIANZAIZHEIGEKUAIJIEZOUDESHEHUIZHONG,KEHUHENZIRANDIQIWANGDEDAOYIGEKUAISUDEXIANGYING、HUIFUHUOJIEJUEFANGAN。YOUDUOXIANGZHIBIAOKEYIHENGLIANGHUJIAOZHONGXINZAIFANYINGHECHULISUDUFANGMIANDEJIXIAO,QIZHONGBAOKUO:FUWUSHUIPING、PINGJUNYINGDASUDU、CHULISHIZHANG、YUANGONGLIYONGLV、YICIJIEJUELVDENG。  

PINGJUNYINGDASUDU(ASA)HENGLIANGYIGEKEHUDELIANLUOQINGQIUZAIBEIFUWURENYUANJIETONGZHIQIANZAIDUILIEZHONGDEPINGJUNDENGDAISHIJIAN。ZHEIXIANGZHIBIAOKEYIYONGLAIHENGLIANGDIANHUA、DIANZIYOUJIAN、CHUANZHENYIJIQITAGEZHONGXINGSHIDEKEHULIANLUO。YAOGAISHANPINGJUNYINGDASUDU,HUJIAOZHONGXINYINGGAIZHUZHONGTIGAOPAIBANZHUNQUELV、JIANSHAOCHULISHIZHANGHEZHUANYIHUOJIANSHAOHUAWULIANG。  

7、JISHUQUDONGYUCHUANGXIN  

GENJUGAIXIANGZHENDUI240JIAHUJIAOZHONGXINDEDIAOCHA,ZAIGUOQUDEJINIANZHONG,HUJIAOZHONGXINZUIDADEBIANHUAJIUSHIDUIYINGYONGJISHUHEZIDONGHUAXITONGDECHONGFENLIYONG。CHULEGOUMAIXINDEJISHUYIWAI,DUIXIANYOUXITONGDESHENGJIWAQIANGAIZAOYEZHANLEHENDAYIBUFEN。BEIDIAOCHAZHEHAIZHICHU,DUIYINGYONGJISHUXITONGYINGJIANHERUANJIANDETONGSHISHENGJIHUIDUIFUWUZHILIANGHEYUNYINGXIAOLVCHANSHENGZUIDAJIJIYINGXIANG。  

广东11选5YOUXIUDEHUJIAOZHONGXINBIXUZAIJISHUSHANGZHANJULINGXIANDIWEI,JIKEHUGENGDUODEGOUTONGLIANLUOFANGSHIXUANZE,YUNYONGXINJISHUTIGAOHUJIAOZHONGXINZHENGTIJIXIAOHEXIAOLV。

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