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高效呼叫中心的六个基本特征

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高效呼叫中心的六个基本特征

发布日期:2020-02-27 作者: 点击:

  呼叫中心广东11选5,无论是作为企业的一个部门,还是作为一个独立的运营实体,都具有一些与其它职能或部门不同的自身特性。例如,其它的业务部门可以把上班时间定为朝九晚五,而呼叫中心往往不能;其它部门的上班人数在任何时间都是相对固定的,而呼叫中心要看业务量的变化;其它部门可以集体去春游或举行其它集体活动或节假日集体放假,而呼叫中心往往总是全部留守或留下至少一部分人值班。这些情况都是由呼叫中心自身的职责定位和运营特点而决定的。因此,正确理解和把握呼叫中心的基本特征,对于提高呼叫中心的运营管理水平、保持呼叫中心的高效运营是至关重要的。

广东11选5  JUTILAIJIANG,HUJIAOZHONGXINYOULIUGEZUIZHUYAODEJIBENTEZHENG:

  1、 SHISHIHUANJING

  2、 BINGFAJINCHENG

  3、 GAODUKEKAO

  4、 KUAISUFANYING

  5、 DONGTAIZIYUANFENPEI

  6、 FENBUSHIGUANLI

  1、SHISHIHUANJING

  SHISHIHUANJINGYECHANGCHANGBEICHENGWEI“ZHUNSHIHUANJING”,SHIHUJIAOZHONGXINDEDIYIGEJIBENTEZHENG。

  ZAIHUJIAOZHONGXIN,DANGDIANHUALINGSHENGXIANGQI,DANGKEHUDIANZIYOUJIANDAODAHUOZHEDANGJIYUWANGLUODEFUWUHUOHUDONGJINCHENGQIDONG,WOMENDEFUWURENYUANBIXULIJI、SHISHI(ZHUNSHI)XIANGYING。RUGUOKEHUDEDIANHUAMEIYOUBEILIJIJIETING,RUGUOKEHUDEYOUJIANMEIYOUBEIZHUNSHIHUIFU,HUOZHEKEHUDEWANGLUOFUWUQINGQIUMEIYOUBEILIJIXIANGYING,KEHUJIANGHUIZHUJIANSHIQUNAIXIN,BIANDEFENNU,BINGBAZHEIZHONGYUANQIFAXIEDAODIYIGETONGTA(TA)JIANGHUADEKEHUFUWUDAIBIAOSHENSHANG。DUIYU“SHISHIXING”HUO“ZHUNSHIXING”DEHENGLIANGTONGCHANGBEIDINGYIWEIYIXIANGNEIBUZHIBIAO,BIRU,PINGJUNYINGDASHIZHANGHUOPINGJUNDENGDAISHIZHANGDENG。DANSHIJISHANG,ZUIZHONGJUEDINGZHEIXIEZHIBIAOSHIDANGYUFOUDESHIKEHUDEQIWANGZHI。RUGUOYIGEKEHUDADIANHUAJINLAI,KEHUDEYUQIWANGWANGSHIZAIYIGEKEYIRENNAIDEDENGDAISHIJIANFANWEINEIDIANHUABEIJIEQI(GENJUKEHUZISHENTEDIANDEBUTONG,KEHUDEYUQIQIWANGZHIYEBUTONG,SUOYIMEIYOUYIGETONGYIDE“BIAOZHUN”YINGDASHIJIAN)。SUOYI,“ZHUNSHI”HUO“SHISHI”DEDINGYIYEHUIGENJUHUJIAOZHONGXINSUOFUWUKEHUQUNTIDUIYANCHIDENGDAIDERONGRENCHENGDUERBUJINXIANGTONG。MEIYIJIAHUJIAOZHONGXINBIXUSHEDINGSHIHEZISHENKEHUQUNTITEDIANDE“ZHUNSHI”ZHIBIAO。

  ZHEIYANGYIZHONGSHISHIDEHUANJINGDUIHUJIAOZHONGXINDEGUANLIYAOQIUSHIFEICHANGGAODE。TAXUYAOHUJIAOZHONGXINSHIKEQINGCHUGEXIANGGUANJIANJIXIAOZHIBIAOBIAOXIAN。YOUSHISHENZHISHIZAIDUANDUANDEYIGEXIAOSHINEI,KEHUDEPINGJUNDENGDAISHIZHANGKENENGHUICONGYIGEWANQUANKEYIJIESHOUDEFANWEILAZHANGDAORANGKEHUSHIQUNAIXINSHENZHIDAFALEITINGDEDIBU。BAOCHIDUISHISHIHUANJINGBIANHUADESHISHIFANYINGNENGLISHIZUIGUANJIANDE。ZAIHUJIAOZHONGXINDESHISHIHUANJINGLIQUDECHENGGONGDEZUIJIAFANGFAJIUSHIQINGCHULEJIEKEHUDEQIWANG,BAOCHIDUISHISHIBIANHUADEGAODUMINGAN,BINGCAIQULIJIDEBIYAOXIANGYINGCUOSHI,SHIZHONGMANZUKEHUDEQIWANGZHI。QUEBAONIDEHUJIAOZHONGXINYIJINGJIANLIQILEXIANGGUANLIUCHENGHEJIZHI,DUISHISHIDEGUANJIANJIXIAOZHIBIAOBIANHUABAOCHIMIQIEGUANZHU,BINGJUYOUGEZHONGXIANGYINGDEYUFANGCUOSHI。

  2、BINGFAJINCHENG

广东11选5  ZHEIGECIKENENGGENGDUODIYONGZAIJISUANJIHUORUANJIANSHEJILINGYU,ZAIHUJIAOZHONGXINLINGYUBINGBUCHANGYONG,DANTAQUENENGGOUHENHAODIMIAOSHUGAOJIXIAOHUJIAOZHONGXINYUNYINGGUANLIDELINGYIGEGUANJIANFANGMIANHUOJIBENTEZHENG。YIGEHUJIAOZHONGXINHUIYOUHENDUOSHIJIANZAITONGSHIFASHENGHUOJINXING。YOUJIGEHUOJIBAISHANGQIANGEKEHUZAITONGSHIDAJINDIANHUA;YOUJIGEHUOJIBAISHANGQIANGEKEHUFUWUDAIBIAOZAIJIETINGDIANHUA;YOUJIBAIHUOSHANGQIANCIDEDIANHUAHUOSHUJUWANGLUOJIAOHUANZAITONGSHIJINXINGDENGDENG。HUJIAOZHONGXINDECIXIANGTEZHENGYAOQIUHUJIAOZHONGXINDEGUANLIZHEBIXUTONGSHIGUANZHUHEGUANLIDUOXIANGJINCHENG。ZHEIHAOWUYIWENXUYAOHENHAODETUANDUIJINGSHEN。RUGUOMEIYOUHENHAODETUANDUIXIEZUO,MEIYOURENHEHUJIAOZHONGXINKEYIZUODAOGAOXIAOYUNYINGBINGQIEKEHUMANYI。ZHEIYAOQIUHUJIAOZHONGXINJUBEIYIZHIGAOXIAONENGJINMITUANDUI,NENGGOUSHIKEYIMANZUKEHUXUQIUWEIJIREN,FENGONGXIEZUO、TONGSHIWANCHENGYUANGONGLINGDAO、JISHUZHICHENG、LIUCHENGZHANGKONG、JIXIAOJIANDU、HOUYUANZHICHIDENGBINGFARENWU。

广东11选5  ZAIHUJIAOZHONGXINLI,YOUQISHIDAXINGFUHEXINGHUJIAOZHONGXINLI,WANGWANGYOUBUJIQISHUDEGONGZUOZAITONGSHIJINXING。YAOXIANGBAOZHANGHUJIAOZHONGXINDESHUNLIYUNYING,DACHENGZHUOYUEDEYUNYINGJIXIAO,BIXUYIKAOYIZHIJUYOUCHUSERENYUAN、LIUCHENGGUANLIJIJISHUZHICHENGNENGLIDELINGDAOTUANDUI。

  3、GAODUKEKAO

广东11选5  RUGUOWOMENMAIYILIANGCHE,ZUIGUANXINDEJIGEWENTIZHIYIJIUSHICHEDEXINGNENGKEKAOXING。RUGUOCHEZIZAILUTIANTINGCHECHANGLIJINGLILEYIYEFENGXUE,NIXIWANGDIERTIANZAOSHANGHAIYINGGAISHIYIDAJIUZHE,SHUNLISHANGLU。SHENZHISHIXIANGDANGRANDIRENWEICHEZIJIUYINGGAIZHEIMEKEKAO。

广东11选5  HUJIAOZHONGXINSHIQIYEYUKEHUZHIJIANDEGOUTONGSHUNIU,KEHUDERENHEWENTI、YIWENHUOJIANYIDADOUHUISHOUXIANXIANGDAOJIHUJIAOZHONGXINDADIANHUA。XIANGCHEZIDEQINGKUANGYIYANG,KEHUXIANGDANGRANDEQIWANGNIDEHUJIAOZHONGXINYINGGAIHENKEKAO,ZHIDEXINLAI。YINCI,HUJIAOZHONGXINDEKEKAOXINGYESHIGAOJIXIAOHUJIAOZHONGXINDEJIBENTEZHENGZHIYI。SHANGMIANWOMENTIDAO,HUJIAOZHONGXINLIMIANYOUHENDUOSHIQINGZAITONGSHIFASHENG,ERKEKAOXINGYUBINGFAXINGSHIXIANGFUXIANGCHENGDE。HUJIAOZHONGXINYUNYINGDEKEKAOXINGFANYINGZAI:YOUZUGOUKEHUFUWUDAIBIAOZAIGAOXIAO、ZHUNQUEDICHULIYUQIDEYEWULIANG;GEXIANGXITONGYUNZHUANZHENGCHANG,BUCHUXIANXITONGGUZHANG;DUITUFAZHUANGKUANGYOUYINGDUIYUAN,BUHUIZAOCHENGFUWUZHONGDUANHUOJIFUWUSHUIPINGZAOCHENGDADEBODONGDENGDENG。SUIZHEXIANDAIJISHUSHOUDUANDEBUDUANFAZHANHEYINGYONG,YUYIN、SHUJUWANGLUOXITONGDERONGHEYIFANGMIANSHIKEHUYUQIYEZHIJIANDEGOUTONGLIANLUOGENGJIAFANGBIAN,LINGYIFANGMIANYEGENGXUYAOHUJIAOZHONGXINJIAQIANGDUIXITONGKEKAOXINGHEWENDINGXINGDEKONGZHILIDU。

  呼叫中心的可靠性还反应在客户服务代表能够持续服务客户的能力,例如,他们可以一天接听30、50、100或更多的客户电话,而不至于忙得无所适从,服务质量明显下降。因此,业务流程的可靠性以及知识管理的可靠性以及整个培训体系的可靠性也是至关重要的。

gfs-gc_mg_0265_副本.jpg

 4、KUAISUFANYING

广东11选5  AI!YOUSHISHICHANGBUMEN。ZENMEGAODEMA?YOUWANGJILETIQIANTONGZHIHUJIAOZHONGXIN,XINDECUXIAOJIHUAYIJINGYUJINTIANZAOSHANGTONGGUOQUANGUO86JIAMEITIZHENGSHIDUIWAIGONGBULE。ERSHANGMIANLIUDEMIANFEI800ZIXUNDIANHUAJIUSHINIDEHUJIAOZHONGXINDEKEFUHAOMA。BENLAIJINTIANYINGGAISHIYIGEYEWULIANGXIANGDUIPINGWENDERIZI,KESHIZHEIYILAI,YANKANZHEDUILIEKAISHIDUIJI,KEHUDEDENGDAISHIJIANYEZAIBUDUANYANZHANG,ERQIENIRENGJIUMEIYOUCONGSHICHANGBUNEILIDEDAORENHEZHENGSHITONGZHI。ZHEIYANGDECHANGJINGNIYEXUBINGBUMOSHENG,YEXUNIYIJINGJINGLIGUODUOCI。MIANDUIZHEIZHONGQINGKUANG,HUJIAOZHONGXINXUYAODESHILINGWAIYIZHONGNENGLI:KUAISUFANYING。

  ZHIDINGYIGEWANBEIDEYINGJIFANGAN,ZUODAODUITUFASHIJIANDECHENZHEYINGDUI。ZHEIYANGJISHIDANGSHICHANGBUMENZAISANTIANHOUTURANXIANGQITONGZHIHUJIAOZHONGXINYOUGUANCUXIAOHUODONGDESHIHOU,HUJIAOZHONGXINYIJINGZAICONGRONGYINGDUILE。YAOXUEHUIZHUDONGKAOLVHEGUIHUABEIDONGYINGJIYUANCUOSHI,ZHEIYANGCAINENGGOUZUODAOLINWEIBULUAN,CONGRONGYINGDUI,ZUIDAXIANDUDIBAOZHANGFUWUDEWENDINGXINGHELIANXUXING。ZHEIYANGDEFANGANKENENGBAOKUOWEIHOUTAIZHICHENGRENYUANPEIBEIERMAIHEHUAJI,BINGJINXINGXIANGYINGDEPEIXUN,YIBIANZAIXUYAOSHITAMENYEKEYIFENDANYIBUFENHUAWULIANG,JISHITAMENDETONGHUAZHILIANGHESUDUYEXUGANBUSHANGQIANTAIRENYUAN,DANSHIZHISHAOGENGDUOKEHUDEDIANHUANENGGOUBEIJIEQILAI;YEKEYIBAOKUOTONGHESHIDEWAIBAOSHANGQIANDINGHEZUOXIEYI,ZAIXUYAOSHIBACHULIBULEDEYEWULIANGFENPEIJIWAIBAOSHANG;HAIKEYIBAOKUOZAIIVRYUYINTISHIZHONGCHARUYIDUANTISHI,GAOSUKEHUJINTIANDETESHUQINGKUANG,RANGYONGHUNAIXINDENGDAI、ZHUANXIANGZIZHUSHOUDUANHUOHUANYIGESHIJIANZAIDA;SHIZAIBUXING,HAIKEYIRANGSHICHANGBULINGDAODAILINGQUANTIYUANGONGLAICHONGDANGSWATXIAOZU,JIETINGKEHUDIANHUA。

  HUJIAOZHONGXINYUNZHUANZAIYIGESHISHIHUANJINGZHONG。DUIKENENGCHUXIANDEYIWAIQINGKUANGJIJIZHUDONGDIZHIDINGYINGJICUOSHI,KEYIDADAJIANGDIYINYIXIANGBUDAODEQINGKUANGDEFASHENGERYINQIDEFUWUZHONGDUANHUOBODONG,BAOZHENGKPIZHIBIAODEDACHENG,YOUQISHIBAOCHIJIAOGAODEKEHUMANYIDU。YINWEIKEHUBINGBUGUANXINSHIFOUSHICHANGBUTIQIANTONGZHILEHUJIAOZHONGXIN。TAMENZHIGUANXINTAMENSHIBUSHINENGGOUJISHIDEDAOYOUZHI、GAOXIAODEFUWU。ZONGERYANZHI,HUJIAOZHONGXINYAOGENJUKENENGYUDAODEGEZHONGTUFAQINGKUANG,ZHIDINGXIANGYINGDEYINGJIYUAN,JIUKEYIDUIGEZHONGTUFAQINGKUANGZUODAOCONGRONGYINGDUI。

  5、DONGTAIZIYUANFENPEI

  CIXIANGJIBENTEZHENGSHIGEN“KUAISUFANYING”YOUZHEMIQIELIANXIDE。KUAISUYINGJIYUANSHIJIHUA(WOMENJIANGZUOSHENME?),DONGTAIZIYUANFENPEIJIUSHIZHIXING(WOMENRUHEQUZUO?)。TONGCHANGQINGKUANGXIA,HUJIAOZHONGXINYOULIANGXIANGZIYUANKEGONGDONGTAIDIAOPEI:RENHEXITONG。

广东11选5  KEHUFUWUDAIBIAOKEYIBEIZHONGXINFENPEIDAOBUTONGDEZUBIEYIYINGDUIDENGDAISHIZHANGDESHANGSHENGYIJITUFADEYEWULIANG。RUGUONIJINGCHANGQUMAIDANGLAOHUOKENDEJI,ZIXIGUANCHAJIUHUIFAXIAN,DANGPAIDUIDEDUILIECHAOGUOYIDINGDERENSHUHOU,MASHANGJIUHUIYOURENKAIXINDEDIANCANDUILIE。DANGDUILIERENSHUDUOSHAOBUJUNDESHIHOU,ZONGSHIYOUDIANYUANZHAOHUXINDAODEGUKEDAOPAIDAORENSHAODEDUILIE。ZHEIJIUSHIDONGTAIZIYUANFENPEIDEYIGEKANDEJIANDELIZI。ZAIHUJIAOZHONGXINLI,SUIRANKEHUKANBUDAOWOMENRUHEDIAOPEIZIYUAN,DANSHIHUJIAOZHONGXINSUOTIGONGJIKEHUYOUZHIFUWUDENENGLIZESHIDONGTAIZIYUANDIAOPEIDEZHIJIETIXIAN。DONGTAIZIYUANDIAOPEIDEYOUXIAOFANGFAZHIYIJIUSHIHUJIAOZHONGXINYUQITABUMENJIECHENGHEZUOHUOBAN。ZHEIXIEBUMENHUOZHEYOUDUOMINGYUANLAIHUJIAOZHONGXINDELAOYUANGONG,HUOZHEJUBEIYUHUJIAOZHONGXINXIANGJINHUOXIANGTONGDEZHISHIYUJINENG。ZAIHUJIAOZHONGXINNEIBUYIJIHUJIAOZHONGXINYUQITAXIANGGUANBUMENZHIJIANJIANLIXIANGGUANDELIUCHENGHESHISHIBUZHOU,JIUNENGGOUZAIHENDACHENGDUSHANGQUEBAOHUJIAOZHONGXINDEFUWUNENGGOUMANZUKEHUDEXUQIUHEQIWANG。

广东11选5  YINGJIQINGKUANGXIA,DUIXITONGDEXIANGYINGDIAOZHENGTONGYANGNENGGOUGAISHANHUJIAOZHONGXINJIXIAOBIAOXIAN。LIRU,ZHONGXINFENPEIFUWUREXIANDEHUAWULIANG,BAYIBUFENHUAWULIANGFENLIUDAOQITAZHONGXINHUOZHEZUOXIZUBIE;GENJUKEHUZAIDUILIEZHONGDEQINGKUANG,GAOZHIXIANGYINGDEXINXI,YUGUDENGDAISHIJIANDENG。ZONGZHI,DONGTAIZIYUANFENPEITONGGUODUIRENYUANHEXITONGDEKEXUEDIAOZHENG,YOUZHUYUTIGAOHUJIAOZHONGXINDEYEWUCHULINENGLI,YOUZHUYUGENGHAODIGUANLIKEHUDEFUWUQIWANG,YEYOUZHUYUBAOZHANGKEHUFUWUQINGQIUDEDAOZUIDAXIANDUDEMANZU。

  6. FENBUSHIGUANLI

  很多企业在不同的地区建立了多个呼叫中心,并通过网络技术把它们连接在一起。这样的结构也常被称作分布式呼叫中心。在这样一种分布式环境下,除非管理需要做了相应的设定,否则任意一点的呼叫中心都有可能接听到来自本地、外地、甚至外国的客户的电话。从客户的角度来讲,这就需要呼叫中心员工理解不同地域、甚至不同文化差异的不同的客户需求和期望。需要呼叫中心不断总结发现不同地域的客户对等待时长的忍耐程度,对典型问题的反应特点,不同的电话通话习惯,不同的时间概念和敏感性等等,做到区别对待,对应服务。

 

相关标签:呼叫中心系统,客服中心系统,语音群呼系统,云呼叫,云呼叫中心,云客服,慧群通讯科技,电话群呼系统,人工智能系统,机器人,机器人外呼,机器人客服,机器人智能系统,慧群,慧群科技,慧群通讯,西安慧群,慧群集团,营销,销售,呼叫器,群呼,群呼器,数据群呼,手机群呼,电话群呼,销售电话系统,营销电话系统

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