Ruzhinji rwezvivako nemidziyo yakatsaurirwa uye vashandi vanopindura kune inowani inhare, asi vamwe vanoita zvekutengeserana dzinoshambadzira.
Iko inosvika foni inosanganisirawo kutengesa kushanyira asiwo inoshandiswa kumushandi wevashandi uye kutsigirwa kwevatengi. Kana iwe ukatenga chigadzirwa kana kushanda kubva kune kambani huru, kana iwe uchida rubatsiro nechigadzirwa ichocho, iwe unogona kunge uchitarisana nemumiririri webasa rekuda pane imwe nzvimbo yepisiti. Aya mahofisi ekupinza maitiro anowanzo "chiso" chekambani kune vatengi vayo.
Purposes Of Call Center Kuongorora
Vamiririri vepakati pekuona vanoona mashefoni ekuremekedza maitiro nekuremekedza kushanda uye kuhutano uye vakagadzirisa Chirongwa Chekushanda Chekuita (KPI) mamiririri kwavari. Nhaurirano dzekushanda dzinosanganisira matricrics sekuti nokukurumidza sei munhu akadana anogona kusvika panzvimbo yekufonera uye kuti nokukurumidza vanogona kusvika sei kune vashandi, kukurumidza kwavo kunogona kugadziriswa sei uye foni yakavharwa, uye nguva yakareba sei vakamirira kubata panguva yekufonera. Aya magetsi anowanzoenzaniswa neAppatic Call Distributor (ACD) foni system uye inokurukurwa kune imwe nzvimbo.
Nhau dzehutano dzinoshevedza vatungamiri vepakati dzinoisa KPI metrics dzekubatanidza vashandi nekuremekedza uye kukwanisa kutevera nzira. Izvi zvinowanzoenzaniswa nefoni inowanikwa maitiro ekuongorora mapurogiramu uye izvi zvinotsanangurwa zvakadarika pasi apa.
Call Center Quality Monitoring
Vazhinji vanofonera muzinda unhu hwekuongorora hunoitwa nevanhu kwete pane software.
Kutaura kwekutaura software kuri kuvandudzwa asi kusati kwasvika pane iyo inosarudzwa pamusoro pevatariri vevanhu.
Mamwe makambani anosimudza mahofisi avo kunze kwekusanganisira chirongwa chekucherechedza maitiro. Izvi zvishoma-kuona. Izwi rakagadzirwa nemetrics ye program call call yekuongorora inokosha kumashandisirwo anobudirira ekufambisa nzvimbo uye kubatwa kwevabereki vanokosha maonero pamusoro pehutano, hutsika, uye basa.
Quality Monitoring Choices
Imwe kambani inofanira kusarudza kuti ione kutarisa kwehutano hwevamiririri vavo vekufambisa nheyo vachishandisa vashandi vavo kana kuti vashandire kunze kwekambani kuti vaite kuongororwa. Kunyange apo kambani ine Dhidhiyo Dhidhiro mukati mokutsigira vatungamiri vemapoka muhofisi yekufambisa iyo inonakidza kuhaya kambani yechitatu yekambani kuti iite zvakanaka kutarisa. Izvo izvi kuongorora kunze zvinopa mamwe mashoko ayo vatungamiri vemapoka asi havana nguva yekugadzira.
Imwe kunze yakasimba inoita unhu hwekutarisa kwefoni yako yepamusoro inoshandiswa nekuti kunze kwekambani inoonekwa seine chinangwa, ivo vadzidzisi, vanopa vashandi kuti vatore zviyero zvakakosha zvezvidimbu, uye vanouya nehutatu hwemaonero.
- Chinangwa - apo kutarisa kunoitwa neboka remukati rehutano kana nemutungamiri weboka, vamiririri vekufonera vanobvunza kuti zvikwangwani zvavanowana kubva kune iyo nhengo yekambani vangave vakagamuchirwa nekumwe kushamwaridzana mukati mekambani. Vanoshushikana, somuenzaniso, kuti kutaridzika kwehutano kunogona kuvapa mavara mashoma pamusana pokusawirirana kwavaiva navo muimba yekudya yevhiki yevhiki vhiki. Kana kuti mutariri wavo ane zvaanoda kune iye waanopa mapepa akakwirira. Apo kuongororwa uye kugoverwa kunoitwa nevasingazivikanwe kunze, hapana chimwe chezvinhu izvi chinokanganisa chinokonzera zvikoro.
- Nokukurumidza - apo vatariri vese vane basa rekutarisa kudana kwavanoitwa nevashandirwi, vanowanzotarisa sevashomanana kana maviri kana matatu kutumira mwedzi. Imwe kunze kwekambani yekuongorora yakasimba inogona kukwanisa kushanda zvibvumirano zvehutano (SLA) iyo inotarisa mana kusvika masere foni pabasa rimwe nerimwe vhiki. Izvi zvinowedzera maitiro matsvene zvakanyanya nokukurumidza.
- Pfungwa - kunze kwekambani kazhinji inokwanisa kupa ruzivo pamusoro pezvinetso zvinetso uye zvinetso izvo unhu hunotarisa hunobudisa pachena kuti boka rehutano hwemukati harigoni kuona nokuti riri pedyo zvikuru nezvinetso.
Quality Monitoring Process
- Iva ne "scorecard" iyo inoshandiswa kuyera maitiro echibvumirano , zvakadai sevashandi vanokurumidza. Iva nechokwadi chokuti iwe unowana rubatsiro kubva kune vose vanobatanidza, kusanganisira vashandi vanenge vari kutarisira foni.
- Teerera kufonero. Kazhinji nheyo dzacho dzakanyorwa kana pane misiyano yemafungiro pamusoro pezvikwata kana kuti kusimbisa mazano ekudzidzisa. Ihu hunhu hunotarisa hunogona kuteerera kumitemo inorarama, sezvainoitika, kana kuteerera gare gare kumakorani akanyorwa. Iyo yekare yakasarudzwa.
- Bhoora iyo inoshandiswa yakabva kune chikwangwani chakagadzirwa pakutanga kwegurogiramu. Izvi zvikamu zvinobva zvashandiswa kune vatungamiri vekambani kuti vaone kana vari kusangana nezvinangwa zvavo (KPI) uye saka vanogona kutora matanho akakodzera.
- Dhiyabhorosi kuongororwa kwemashoko kunoudza vatungamiri kuti vari kuita zvakadini, chii chiri kufamba zvakanaka, uye kuti kupi kumwe kudzidziswa kunodiwa. Iyo inogonawo kusimbisa apo kuchinja kunofanirwa kugadziriswa kune zvinyorwa zvitsva rekutengesa rinotevera kana kuti nzira iyo sangano rebasa rinoshandisa. Yakaita zvakarurama, inopa ruzivo rwakanakisisa pamusoro pe "Voice of the Customer" iyo inonyanya kukoshesa purogiramu yekugutsikana kwekambani yekambani.
- Sarudza muenzaniso wekufonera kunoshandiswa kugadzirisa kukosha kwako. Munhu wose anobatanidzwa muchikwata anofanira nguva nenguva kuongorora foni imwe chete uye kuenzanisa zvikoro kuti ave nechokwadi chokuti kuongororwa kwakagadziriswa.
Pasi Pasi
Nokutsvaga nhamba yakawanda yefoni, kuisa mukana kune chikamu chechikwereti, uye kupa iyo data kumunhu wose anobatanidzwa, kambani inogona kuwedzera kukosha kwefoni yayo yekufanira uye yekufambisa vashandi.