Call Centre KPI
Kune vakawanda KPI iyo call centre inokwanisa kutarisira. Zvinyorwa pasi apa ndezvimwe zvinowanzoonekwa, zvine tsanangudzo shoma.
Pane zvakawanda zvinotsanangurwa zvakare pasi. Mamwe mazwi emabhizimisi anorondedzerwa muBusiness Management Glossary .
- Nguva Yokupindura: Zvinotora nguva yakareba sei kuti mumiriri apindure inowani inowani?
- Kurasikirwa Kwekuda: Ndeapi muzana wekufonera kurasikirwa vasati vapindurwa?
- Kudana Kubata Nguva: Zvinotora nguva yakareba sei mujeri kupedzisa foni?
- Kutanga Kutanga Kutanga: Ndeapi mazana ekufonera anogona kugadziriswa mune imwe runhare?
- Kudhindisa Mutengo: Ndeupi muzana wekudanwa kunofanira kuendeswa kumumwe munhu kuti apedze?
- Nguva Isingazivikanwi: Inguva yakawanda inoshandiswa neaishandisi mushure mekupedzwa kwefonero yekupedzisa bhizinesi kubva kune iyo call?
- Tora Nguva: Inguva yakawanda iyo iyo inoshanda iyo inochengetedza muchengeti paanenge achishevedzera?
Call Center Agent KPI
Mukuwedzera kune matricriki ari pamusoro apa, anogona kunyatsoongororwa nehurongwa hweAppatic Call Distributor (ACD) foni, mazhinji emahofisi ekufonera anoshandisa Quality Monitoring zvirongwa kuti aenzanise kushanda kwemagetsi nemaitiro asina chinangwa zvakadai sekutevera.
- Foni Yechekuti: Mumiririri wei kana muchengeti wekucherechedza maitiro eagenzi kana kudanwa?
- Zivo uye Unyanzvi: Mumiririri kana muchengeti wehutano hune ruzivo rwemushandi wechigadzirwa kana hupi hupi hupi hupi hupi kana hutungamiri hunotevera huchagadzirisa kugadzirisa nyaya yacho?
- Kuenderana nemitemo: Mutevedzeri akaona sei mujeri akaitevera kutevera script kana pane imwe, kana imwe nzira inotsanangurwa nekambani yekubata foni nevasheeri?
Dhidzirai KPI Tsanangudzo
- Nguva Yokupindura: Ichi chiyero, kazhinji chinoratidzwa mumasekondi, nguva kubva apo inhare inogamuchirwa kusvikira yapindurwa nejiti. Icho chiyero chekushevedza kwemahofisi panzvimbo panzvimbo yehutano hunoshanda. Izvo zvinodaro, zvakadaro, zvinotarirwa pamasitiriti ekumhanya aripo anowanikwa kuti apindure nhare apo ivo vakarongerwa kuita saizvozvo. Iyi metric inowanikwa nguva yakareba kusvika kuAvandon Rate.
- Kurashirwa Kwekuwedzera: Ichi ndicho chiyero, chinoratidzwa se peresenti, yenhamba yevanofonera vanobvisa, kana kuti vanobviswa, vasati vauya kune vashandi vanopindura foni yavo. Ichi chiyero chekushevedza kushanda panzvimbo panzvimbo yehutano. Zvisinei, yakabatana neKutsvaga Kutora Nguva.
- Kudana Kutarisira Nguva: Ichi chiyero, kazhinji chinoratidzwa mumasekondi, yenguva iyo mujeri ari pamushemo nemunhu akadana. Iko kushevedza kubata nguva ichasiyana kubva pakudana kufonera zvichienderana nehutano uye kuoma kweiyo munhu akadanidzira. Somugumisiro, kushevedza kushandura nguva yejiti pane chero imwe yero foni haisi iyo metric yakaisvonaka. Zvakakosha kuenzanisa nhamba yekubata nguva pamusoro pemitemo yakawanda kuti uwane kuongororwa kwakajeka kwekushanda kweagenzi. Avhareji yekufonera nguva iriwo mamiriyoni ehofisi yekufonera seye rose uye kumapoka ega mukati memusangano wekufonera.
- Kutanga kwekutanga Call (FCR): Ichi chiyero, chinotsanangurwa se peresenti, yenhamba yefoni dzakagadziriswa panguva iyoyo uye hazvirevi kuti mutengi adzokere kana kuti mumiririri kuti aite foni inopinda kumunhu akadana mamwe mashoko. Izvi zvakasiyana nenzira yekuenzanisa kweanoshanda. Izvo zviri nani mujeri ndiye anosimudzira mumwe wavo FCR, asi haisi chiyero chaiyo nokuti kugadziriswa kwekudanwa kunogona kutora chiito kune mumwe munhu kunze kwemujeri, zvakadai semutariri kana imwe dhipatimendi. FCR yakaoma kuenzanisa zvakarurama uye inofanira kuongororwa nehanya.
- Kudhindisa Mutengo: Mukuwedzera kuKutsvaga kweKutanga Kwekutanga, dzimwe nzvimbo dzinhare dzinoshandiswawo dzinotanidza kuwedzerwa kwehuwandu. Ichi chiyero, chinoratidzirwa se peresenti, yehuwandu hwekufonera iyo inyanzvi inofanira kutumira kune mumwe munhu kuti apedzise. Izvi zvinogona kuva kumutariri kana kune rimwe dhipatimendi. Chikonzero chekuendeswa kunogona kunge chiri kukanganisa kwemugumi, chikumbiro chemunhu akadana, kana kuenderera mberi kusina kukodzera kwenhamba inouya.
- Nguva Yenguva: Ichi chiyero, kazhinji chinoratidzwa mumasekondi, yenguva iyo sarudzo inopedzisa kupedzisa kushanda pafonera mushure mokunge munhu akadana aine hunge. Somuenzaniso, ingangodaro nguva inotora mujeri kuti aise zvinhu zvakakumbirwa muvhopupepe uye atumire kumunhu akadana. Vamwe vanoshevedza nzvimbo dzinoda vamiririri kuti vatarise nyaya dzakadaro apo muenzi anomira pafoni. Izvo zvichaita kuti pave nenguva yakaderera isingabatsiri nguva, asi yakanyanya Kupinza Call.
- Bata Nguva: Ichi chiyero, kazhinji chinoratidzwa mumasekondi, yenguva iyo sendiri inochengetedza mumiririri kubata panguva yekufonera. Inogona kuva nguva yakatarwa kutarisa chimwe chinhu kumusoro kana kutaura kune mumwe munhu kuti awane mhinduro kumunhu akadanidzira. Vakawanda vanoshevedza nzvimbo dzinotsanangurawo nguva yakareba iyo mufonesi angachengetwa akabata kunze kwekuti mujeri achidzoka shure nemunhu akadana.
- Foni Yechekuti: Ichi ndicho chiyero, chinoratidzirwa se peresenti, yehutano hwehutano hwemushandi panguva yekudanwa. Iyo inowanzo ine nhamba yezvikonzero, dzimwe nguva inoremerwa, iyo inotariswa nehutano hunoteerera kutamba. Izvo zvinowedzera izvo zvinongororwa, zvinowedzera chikamu chemushandi. Izvi zvinosanganisira zvinhu zvakadai sokuti "wakakwazisa mutengi nezita," "akataura nenzwi rakanaka, rakadzikama," uye "kudzokorora dambudziko rekuti kuongorora kunzwisisa".
- Zivo uye Unyanzvi: Ichi chiyero, chinoratidzirwa se peresenti, yehutano hweruzivo rwemuenzi panguva yekudanwa. Izvi zvingava ruzivo ruzivo mukutengesa foni centre kana kuti maitiro ehutano mumushandi webasa rekufambisa.
- Kuenderana nemitemo: Ichi chiyero, chinoratidzirwa se peresenti, kuti mutevedzeri akazotevera sei kambani mitambo panguva yekudanwa. Muchitengesi chekutsvaga, inogona kunge ine script iyo inyanzvi inofanira kutevera. Mamwe maitiro anotsanangura nzira yekukwazisa muchengeti, sei kugumisa kudanwa, nguva yekuendesa foni, kuti ungapindura sei kune vanokuvadza vanoidza, nezvimwewo.