呼叫中心管理call-center.ppt
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- 上传时间:2022-10-29
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呼叫中心管理call-center.ppt
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HOWTOMANAGEACALLCENTER如何管理呼叫中心如何管理呼叫中心1VWALearning&DevelopmentRegionalTrainingHOWTOMANAGEACALLCENTER如何管理呼叫中心如何管理呼叫中心-CallcentertoolsCallcentertools-呼叫中心工具呼叫中心工具呼叫中心工具呼叫中心工具-IncomingcallsforecastIncomingcallsforecast-来电预测来电预测来电预测来电预测-TaskdiversificationTaskdiversification-任务多样化任务多样化任务多样化任务多样化-Backoffice/FrontofficeBackoffice/Frontoffice-后台系统后台系统后台系统后台系统/前台系统前台系统前台系统前台系统-SupervisormanagementSupervisormanagement-主管管理主管管理主管管理主管管理-QualitymonitoringQualitymonitoring-质量监督质量监督质量监督质量监督-InternalcommunicationInternalcommunication-内部交流内部交流内部交流内部交流POLL2VWALearning&DevelopmentRegionalTrainingCallcentertools呼叫中心工具呼叫中心工具-ACD(automatedcalldistributor)-ACD(自动呼叫分配器)自动呼叫分配器)-IVR(interactivevoiceresponse)-IVR(交互式语音应答)交互式语音应答)-CTI(computertelephonyintegration)-CTI(计算机电话集成)计算机电话集成)POLL3VWALearning&DevelopmentRegionalTrainingCallcentertools呼叫中心工具呼叫中心工具ACD(automatedcalldistributor)ACD(自动呼叫分配器)自动呼叫分配器)-Routeandprioritizecalls-对电话进行引导并区分优先次序对电话进行引导并区分优先次序-Holdaphonecallinaqueue-将电话归入队列将电话归入队列-Routeacalltothemostappropriateagent-将电话引导给最合适的代理人将电话引导给最合适的代理人-Determinetheidentityofthecaller-确定呼叫人员的身份确定呼叫人员的身份-Playmessages-播放信息播放信息-Provideproductivitymeasurements-提供生产效率评测提供生产效率评测POLL4VWALearning&DevelopmentRegionalTrainingCallcentertools呼叫中心工具呼叫中心工具IVR(interactivevoiceresponse)IVR(交互式语音应答)交互式语音应答)-Menuofprerecordedmessagesandoptionscanprovide:
-预先录制的信息菜单及所提供的选项:
预先录制的信息菜单及所提供的选项:
Accountbalance帐户余额帐户余额Consumptionindication消费指导消费指导Waterqualityinformation水质信息水质信息Informationaboutpipeworksonprogress管线工程进展信息管线工程进展信息POLL5VWALearning&DevelopmentRegionalTrainingCallcentertools呼叫中心工具呼叫中心工具CTI(computertelephonyintegration)CTI(计算机电话集成)计算机电话集成)-TransferinformationfromACDtocustomersoftware-将信息从将信息从ACD传输至客户软件传输至客户软件-Allowautomatedoutgoingcallstospecificcustomers-允许向特殊客户自动呼出电话允许向特殊客户自动呼出电话-TransferandfileinformationfromIVRtocustomersoftware-将信息从将信息从IVR传输并归档至客户软件传输并归档至客户软件-Transfermultiplemessagestype(phone,Faxande-电子邮件电子邮件(mail)s)-传输多种类型的信息(电话、传真和电子电子邮件传输多种类型的信息(电话、传真和电子电子邮件(mail))POLL6VWALearning&DevelopmentRegionalTrainingIncomingcallsforecast来电预测来电预测-Analysisofhistoricaldata-历史数据分析历史数据分析-Considerationofdifferentparameters:
-考量不同的参数考量不同的参数Meterreadingdate水表读取日期水表读取日期Invoicingdate发票开立日期发票开立日期Reminderprocedure提醒程序提醒程序Internal内部内部Workingdays/Holidays工作日工作日/假日假日Weather天气天气post(后台后台)-officedeliver邮局递送邮局递送External外部外部Definethemostsuitable“model”确定最合适的确定最合适的“模型模型”!
Dontforgettoconsiderhumanresourcesconstraints(ex.:
workatnightorduringweekends)不要忘记考虑人力资源的限制不要忘记考虑人力资源的限制(例如:
在夜间或周末工作)(例如:
在夜间或周末工作)POLL7VWALearning&DevelopmentRegionalTrainingIncomingcallsforecast来电预测来电预测4593603342532913153825524775324994142101111792402692163273102161687196134715104233095363526065086298787398208316293722802332452612712672802782943573684113463353233183227510514413913013316722116816711615516613514719516820624211836237236634937234543446650547645245148354701002003004005006007008009001000123456789101112131415161718192021222324252627282930riqiNumberofcalls/电话接入量电话接入量Average/平均值Min/最小值Max/最大值POLL8VWALearning&DevelopmentRegionalTrainingIncomingcallsforecast来电预测来电预测1043899554162148120335230186161825772292312249193260146298265293331524472426108999861139435431332528857165766067934510911097815286488597661277283334285215239293396362696356457328648528020040060080010001200Thu1Sat3Mon5Wed7Fri9Sun11Tue13Thu15Sat17Mon19Wed21Fri23Sun25Tue27Thu29NumberofcallsActualfigures实际数字Projection计划电话接入量电话接入量POLL9VWALearning&DevelopmentRegionalTrainingIncomingcallsforecast来电预测来电预测POLL10VWALearning&DevelopmentRegionalTrainingIncomingcallsforecast来电预测来电预测Analysisperday每日分析每日分析:
POLL11VWALearning&DevelopmentRegionalTrainingIncomingcallsforecast来电预测来电预测Numberofcustomerrepresentativesrequired:
所要求的客户代表的数量所要求的客户代表的数量TYPICALMONTHTYPICALMONTH典型月份典型月份11MonMon11TueTue11WedWed11ThuThu11FriFri11SatSat11SunSunTotalTotal0:
00-1:
000:
00-1:
0011111111:
00-2:
001:
00-2:
0011111112:
00-3:
002:
00-3:
0011111113:
00-4:
003:
00-4:
0011111114:
00-5:
004:
00-5:
0011111115:
00-6:
005:
00-6:
0011111116:
00-7:
006:
00-7:
001111111Needed:
Needed:
所需的所需的7:
00-8:
007:
00-8:
0011111111peopleless/1peopleless/减减11人人8:
00-9:
008:
00-9:
0022222222peopleless/2peopleless/减减22人人9:
00-10:
009:
00-10:
0054544323peopleless/3peopleless/减减33人人10:
00-11:
0010:
00-11:
0056545344/+peopleless/4/+peopleless/减减4/+4/+人人11:
00-12:
0011:
00-12:
00434454312:
00-13:
0012:
00-13:
002222223Needed:
Needed:
所需的所需的13:
00-14:
0013:
00-14:
0022322221peoplemore/1peoplemore/加加11人人14:
00-15:
0014:
00-15:
0044444232peoplemore/2peoplemore/加加22人人15:
00-16:
0015:
00-16:
00455452316:
00-17:
0016:
00-17:
00434332117:
00-18:
0017:
00-18:
00323333118:
00-19:
0018:
00-19:
00321222119:
00-20:
0019:
00-20:
00212111120:
00-21:
0020:
00-21:
00112211121:
00-22:
0021:
00-22:
00111111122:
00-23:
0022:
00-23:
00111112123:
00-24:
0023:
00-24:
001111112TotalTotalnbnbhh总总nbh5252484853534848505041413939292292POLL12VWALearning&DevelopmentRegionalTrainingTaskd
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- 关 键 词:
- 呼叫 中心 管理 call center