{"id":52191,"date":"2023-12-20T02:37:57","date_gmt":"2023-12-19T19:37:57","guid":{"rendered":"https:\/\/masterskills.org\/blog\/bao-cao-call-center-nhung-chi-quan-trong-danh-gia-hieu-qua-dich-vu-tong-dai.html"},"modified":"2023-12-20T02:37:57","modified_gmt":"2023-12-19T19:37:57","slug":"bao-cao-call-center-nhung-chi-quan-trong-danh-gia-hieu-qua-dich-vu-tong-dai","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/bao-cao-call-center-nhung-chi-quan-trong-danh-gia-hieu-qua-dich-vu-tong-dai.html","title":{"rendered":"B\u00e1o c\u00e1o Call Center: Nh\u1eefng ch\u1ec9 quan tr\u1ecdng \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 d\u1ecbch v\u1ee5 t\u1ed5ng \u0111\u00e0i"},"content":{"rendered":"
Call Center l\u00e0 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. V\u1eady l\u00e0m sao \u0111\u1ec3 doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 \u1ee9ng d\u1ee5ng c\u1ee7a t\u1ed5ng \u0111\u00e0i Call Center? V\u1ea5n \u0111\u1ec1 tr\u1edf n\u00ean \u0111\u01a1n gi\u1ea3n n\u1ebfu b\u1ea1n bi\u1ebft th\u1ef1c hi\u1ec7n b\u00e1o c\u00e1o Call Center. Nh\u1eefng ch\u1ec9 s\u1ed1 b\u00e1o c\u00e1o Call Center s\u1ebd gi\u00fap doanh nghi\u1ec7p th\u1ed1ng k\u00ea s\u1ed1 li\u1ec7u v\u00e0 d\u1eef li\u1ec7u trung t\u00e2m cu\u1ed9c g\u1ecdi chi ti\u1ebft t\u1eeb \u0111\u00f3 c\u00f3 c\u01a1 s\u1edf \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c v\u00e0 \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/strong><\/p>\n
\"Ch\u1ec9<\/p>\n

Ch\u1ec9 s\u1ed1 b\u00e1o c\u00e1o Call Center quan tr\u1ecdng<\/p>\n<\/div>\n

T\u1ed5ng \u0111\u00e0i Call Center \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c doanh nghi\u1ec7p. S\u1ef1 t\u1ed3n t\u00e0i c\u1ee7a Call Center v\u1edbi nhi\u1ec1u ti\u1ec7n \u00edch, kh\u00f4ng ch\u1ec9 n\u00e2ng cao t\u00ednh chuy\u00ean nghi\u1ec7p m\u00e0 c\u00f2n th\u00fac \u0111\u1ea9y t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng, \u0111\u1ea9y m\u1ea1nh hi\u1ec7u qu\u1ea3 doanh thu. Theo d\u00f5i v\u00e0 b\u00e1o c\u00e1o Call Center s\u1ebd gi\u00fap doanh nghi\u1ec7p nh\u00ecn nh\u1eadn kh\u00e1ch quan v\u1ec1 ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1ed1i \u01b0u hay ch\u01b0a t\u1eeb \u0111\u00f3 c\u00f3\u00a0<\/span>ph\u01b0\u01a1ng h\u01b0\u1edbng ph\u00e1t tri\u1ec3n th\u00eam ho\u1eb7c kh\u1eafc ph\u1ee5c v\u1ea5n \u0111\u1ec1 \u0111\u1ec3 \u0111\u1ea1t hi\u1ec7u qu\u1ea3 mong mu\u1ed1n.<\/p>\n

B\u00e1o c\u00e1o Center l\u00e0 g\u00ec?\u00a0<\/b><\/h2>\n

Call Center \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 d\u1ecbch v\u1ee5 t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u00f4ng qua thi\u1ebft b\u1ecb \u0111i\u1ec7n tho\u1ea1i. T\u1ed5ng \u0111\u00e0i Call Center s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m c\u01b0\u1edbc t\u00ednh v\u00e0 \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd b\u1ea3ng h\u1ec7 th\u1ed1ng. Nh\u1edd \u0111\u00f3 doanh nghi\u1ec7p d\u1ec5 d\u00e0ng qu\u1ea3n l\u00fd \u2013 th\u1ed1ng k\u00ea \u0111\u01b0\u1ee3c t\u1ea5t c\u1ea3 cu\u1ed9c g\u1ecdi ra \u2013 v\u00e0o \u2013 l\u1ee1.\u00a0<\/span><\/p>\n

S\u1ef1 ra \u0111\u1eddi c\u1ee7a t\u1ed5ng \u0111\u00e0i Call Center \u0111\u00e3 t\u1ea1o ra m\u1ed9t b\u01b0\u1edbc ph\u00e1t tri\u1ec3n m\u1edbi trong ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a c\u00e1c doanh nghi\u1ec7p. \u01afu \u0111i\u1ec3m n\u1ed5i b\u1eadt c\u1ee7a d\u1ecbch v\u1ee5 t\u1ed5ng \u0111\u00e0i n\u00e0y l\u00e0 gi\u00fap k\u1ebft n\u1ed1i doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng \u0111\u1ec3 ti\u1ebfp nh\u1eadn ph\u1ea3n h\u1ed3i, gi\u1ea3i \u0111\u00e1p nh\u1eefng th\u1eafc m\u1eafc trong th\u1eddi gian ng\u1eafn nh\u1ea5t. \u0110\u1ed3ng th\u1eddi g\u1eedi \u0111i nh\u1eefng th\u00f4ng b\u00e1o tr\u1ef1c ti\u1ebfp qua h\u1ed9i tho\u1ea1i. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 x\u00e2y d\u1ef1ng t\u00ednh chuy\u00ean nghi\u1ec7p m\u00e0 gia t\u0103ng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

B\u00e1o c\u00e1o Center \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 th\u1ed1ng k\u00ea d\u1eef li\u1ec7u v\u00e0 tr\u00edch xu\u1ea5t th\u00f4ng tin chi ti\u1ebft v\u1ec1 cu\u1ed9c g\u1ecdi. Ho\u1ea1t \u0111\u1ed9ng n\u00e0y \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng nh\u01b0 th\u01b0\u1edbc \u0111o gi\u00fap c\u00e1c doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 t\u1ed5ng quan ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi v\u00e0 tr\u1ea1ng th\u00e1i tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

C\u00e1c ch\u1ec9 s\u1ed1 quan tr\u1ecdng b\u00e1o c\u00e1o Call Center c\u1ee7a doanh nghi\u1ec7p<\/b><\/h2>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 KPI quan tr\u1ecdng\u00a0 gi\u00fap doanh nghi\u1ec7p c\u00f3 nh\u1eadn \u0111\u1ecbnh kh\u00e1ch quan v\u1ec1 hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a d\u1ecbch v\u1ee5 t\u1ed5ng \u0111\u00e0i:\u00a0<\/span><\/p>\n

    \n
  • \n

    Ch\u1ec9 s\u1ed1 FCR (First Call\/Contact Resolution)<\/b><\/b><\/h3>\n<\/li>\n<\/ul>\n

    FCR l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a t\u1eeb First contact resolution. Ch\u1ec9 s\u1ed1 n\u00e0y th\u1ec3 hi\u1ec7n v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ngay trong l\u1ea7n \u0111\u1ea7u ti\u00ean li\u00ean h\u1ec7 hay \u1edf cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean. Ch\u1ec9 s\u1ed1 FCR cao th\u1ec3 hi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng h\u1ed9i tho\u1ea1i \u2013 t\u01b0 v\u1ea5n c\u1ee7a t\u01b0 v\u1ea5n vi\u00ean t\u1ed1t, t\u0103ng h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

    \"Ch\u1ec9<\/p>\n

    Ch\u1ec9 s\u1ed1 FCR b\u00e1o c\u00e1o v\u1ec1 v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean<\/p>\n<\/div>\n

      \n
    • T\u1ef7 l\u1ec7 Abandon<\/b><\/b><\/li>\n<\/ul>\n

      Ch\u1ec9 s\u1ed1 Abandon cho th\u1ea5y t\u1ef7 l\u1ec7 c\u00e1c cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng d\u1eadp m\u00e1y, r\u1eddi kh\u1ecfi h\u1ed9i tho\u1ea1i khi v\u1ea5n \u0111\u1ec1 v\u1eabn ch\u01b0a \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft xong. Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c t\u00e1c \u0111\u1ed9ng b\u1edfi nhi\u1ec1u y\u1ebfu t\u1ed1 nh\u01b0: K\u1ecbch b\u1ea3n t\u01b0 v\u1ea5n kh\u00f4ng thu h\u00fat, kh\u00e1ch h\u00e0ng kh\u00f4ng ki\u00ean nh\u1eabn, c\u1ea1nh tranh c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u00f9ng ng\u00e0nh,\u2026 Ch\u1ec9 s\u1ed1 Abandon c\u00e0ng cao c\u00e0ng cho th\u1ea5y s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p c\u1ea7n t\u00ecm ra gi\u1ea3i ph\u00e1p \u0111\u1ec3 kh\u1eafc ph\u1ee5c, th\u00fac \u0111\u1ea9y t\u01b0\u01a1ng t\u00e1c, t\u0103ng h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

        \n
      • \n

        T\u1ed1c \u0111\u1ed9 tr\u1ea3 l\u1eddi trung b\u00ecnh (ASA)<\/b><\/b><\/h3>\n<\/li>\n<\/ul>\n

        ASA (Average Speed of Answer) \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5, th\u1eddi gian t\u01b0 v\u1ea5n vi\u00ean ti\u1ebfp nh\u1eadn v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5: ASA \u201c90\/20\u201d t\u01b0\u01a1ng \u1ee9ng c\u00f4ng ty, doanh nghi\u1ec7p tr\u1ea3 l\u1eddi 90% cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng trong th\u1eddi gian 20 gi\u00e2y.<\/span><\/p>\n

          \n
        • Th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh m\u1ed9t cu\u1ed9c g\u1ecdi (AHT)<\/b><\/b><\/li>\n<\/ul>\n

          AHT (Average Handling Time) cho bi\u1ebft th\u1eddi gian trung b\u00ecnh c\u1ee7a m\u1ed9t t\u01b0 v\u1ea5n vi\u00ean th\u1ef1c hi\u1ec7n h\u1ed9i tho\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng trong bao l\u00e2u. Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c c\u1ee7a t\u01b0 v\u1ea5n vi\u00ean t\u1eeb \u0111\u00f3 ph\u00e2n lo\u1ea1i nh\u00e2n vi\u00ean theo n\u0103ng l\u1ef1c t\u01b0 v\u1ea5n.\u00a0<\/span><\/h3>\n

          Tr\u00ean \u0111\u00e2y l\u00e0 nh\u1eefng th\u00f4ng s\u1ed1 b\u00e1o c\u00e1o Call Center c\u01a1 b\u1ea3n gi\u00fap doanh nghi\u1ec7p c\u00f3 b\u1ee9c tranh t\u1ed5ng quan v\u1ec1 ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed9ng t\u1ed5ng \u0111\u00e0i v\u00e0 tr\u1ea3i nghi\u1ec7m th\u1ef1c th\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3 d\u1ecbch v\u1ee5, doanh nghi\u1ec7p n\u00ean ch\u00fa \u00fd \u0111\u00e0o t\u1ea1o t\u01b0 v\u1ea5n vi\u00ean \u0111\u1ed3ng th\u1eddi n\u00e2ng c\u1ea5p c\u00f4ng ngh\u1ec7 Call Center \u0111\u1ec3 linh ho\u1ea1t trong c\u00e1c ph\u01b0\u01a1ng th\u1ee9c. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p n\u1eafm b\u1eaft, \u0111\u00e1p \u1ee9ng nhu c\u1ea7u kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t m\u00e0 c\u00f2n gia t\u0103ng hi\u1ec7u su\u1ea5t h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i, th\u00fac \u0111\u1ea9y hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c.\u00a0<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

          Call Center l\u00e0 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. V\u1eady l\u00e0m sao \u0111\u1ec3 doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 \u1ee9ng d\u1ee5ng c\u1ee7a t\u1ed5ng \u0111\u00e0i Call Center? V\u1ea5n \u0111\u1ec1 tr\u1edf n\u00ean \u0111\u01a1n gi\u1ea3n n\u1ebfu b\u1ea1n bi\u1ebft th\u1ef1c hi\u1ec7n b\u00e1o c\u00e1o Call Center. Nh\u1eefng ch\u1ec9 s\u1ed1 b\u00e1o c\u00e1o Call Center s\u1ebd gi\u00fap doanh nghi\u1ec7p th\u1ed1ng k\u00ea […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52191"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=52191"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52191\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52191"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52191"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52191"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}