關(guān)于我們
提升呼叫中心突發(fā)話(huà)務(wù)應(yīng)對(duì)能力
作者：admin 來(lái)源：本站 發(fā)布時(shí)間：2018-06-01 16:31:10
1、濟(jì)南呼叫中心系統(tǒng)重要信息告知提醒策略
1, Ji'nan call center system important information notification reminder strategy
（1）策略?xún)?nèi)容：將引起突發(fā)話(huà)務(wù)故障的原因，錄制成IVR語(yǔ)音，上掛10086主流程。通過(guò)系統(tǒng)設(shè)置，實(shí)現(xiàn)特定客戶(hù)群體撥打10086進(jìn)入“指定語(yǔ)音流程”。
(1) strategy content: cause the cause of sudden traffic failure, record it into IVR voice and hang it to the 10086 main process. Through system setup, a specific group of customers is called 10086 to enter the designated voice process.
（2）預(yù)期成效：能有效減少“信息不對(duì)稱(chēng)”，讓客戶(hù)知道“問(wèn)題出在哪兒”，減少客戶(hù)“盲目重復(fù)撥打”。
(2) expected results: it can effectively reduce "information asymmetry", so that customers can know where the problem is and reduce customers' "blindly repeat calls".
（3）注意事項(xiàng)：針對(duì)特定目標(biāo)群體的語(yǔ)音引導(dǎo)，要準(zhǔn)確提取目標(biāo)號(hào)碼、精煉制作語(yǔ)音內(nèi)容，做到“點(diǎn)射”，而非“掃射”。
(3) attention: in view of the speech guidance of a specific target group, the target number should be extracted accurately, the content of the speech is refined, and "shot", not "fire".
2、熱鍵話(huà)務(wù)分流引導(dǎo)策略
2, hot key traffic diversion guide strategy
（1）策略?xún)?nèi)容：針對(duì)引起突發(fā)話(huà)務(wù)的原因，詳細(xì)了解客戶(hù)咨詢(xún)的熱點(diǎn)，將“答案”預(yù)先錄制成IVR語(yǔ)音，上掛10086語(yǔ)音2號(hào)鍵，引導(dǎo)客戶(hù)自助查詢(xún)。
(1) strategy content: in view of the cause of the sudden traffic, a detailed understanding of the hot spot of customer consultation is made in detail. The "answer" is recorded in advance as IVR voice, and it is hung up to 10086 voice 2 to guide customer self-service inquiry.
（2）預(yù)期成效：能有效突出近期熱點(diǎn)咨詢(xún)業(yè)務(wù)點(diǎn)，正向引導(dǎo)客戶(hù)自助服務(wù)，減少人工話(huà)務(wù)依賴(lài)。
(2) expected results: it can effectively highlight the key business hotspots in the near future, and guide customer self-service to reduce manual traffic dependence.
（3）注意事項(xiàng)：引導(dǎo)的自助語(yǔ)音內(nèi)容非常重要，要通過(guò)來(lái)電原因、客戶(hù)投訴、數(shù)據(jù)分析和錄音監(jiān)聽(tīng)等方式，精確把握“客戶(hù)咨詢(xún)熱點(diǎn)”，有效提煉“答案”，以IVR播報(bào)+短信下發(fā)方式開(kāi)展。
(3) attention: the content of the guided self-help voice is very important. It is necessary to accurately grasp the "hot spot of customer consultation" through the causes of caller calls, customer complaints, data analysis and recording and monitoring, to effectively extract "the best answer", and to carry out the IVR broadcast + short message.
客戶(hù)的滿(mǎn)意就是對(duì)我們的肯定，歡迎您前來(lái)選購(gòu)我公司的產(chǎn)品，我們一直以為您提供產(chǎn)品為己任并一直堅(jiān)持這樣做。歡迎您的光臨。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
1, Ji'nan call center system important information notification reminder strategy
（1）策略?xún)?nèi)容：將引起突發(fā)話(huà)務(wù)故障的原因，錄制成IVR語(yǔ)音，上掛10086主流程。通過(guò)系統(tǒng)設(shè)置，實(shí)現(xiàn)特定客戶(hù)群體撥打10086進(jìn)入“指定語(yǔ)音流程”。
(1) strategy content: cause the cause of sudden traffic failure, record it into IVR voice and hang it to the 10086 main process. Through system setup, a specific group of customers is called 10086 to enter the designated voice process.
（2）預(yù)期成效：能有效減少“信息不對(duì)稱(chēng)”，讓客戶(hù)知道“問(wèn)題出在哪兒”，減少客戶(hù)“盲目重復(fù)撥打”。
(2) expected results: it can effectively reduce "information asymmetry", so that customers can know where the problem is and reduce customers' "blindly repeat calls".
（3）注意事項(xiàng)：針對(duì)特定目標(biāo)群體的語(yǔ)音引導(dǎo)，要準(zhǔn)確提取目標(biāo)號(hào)碼、精煉制作語(yǔ)音內(nèi)容，做到“點(diǎn)射”，而非“掃射”。
(3) attention: in view of the speech guidance of a specific target group, the target number should be extracted accurately, the content of the speech is refined, and "shot", not "fire".
2、熱鍵話(huà)務(wù)分流引導(dǎo)策略
2, hot key traffic diversion guide strategy
（1）策略?xún)?nèi)容：針對(duì)引起突發(fā)話(huà)務(wù)的原因，詳細(xì)了解客戶(hù)咨詢(xún)的熱點(diǎn)，將“答案”預(yù)先錄制成IVR語(yǔ)音，上掛10086語(yǔ)音2號(hào)鍵，引導(dǎo)客戶(hù)自助查詢(xún)。
(1) strategy content: in view of the cause of the sudden traffic, a detailed understanding of the hot spot of customer consultation is made in detail. The "answer" is recorded in advance as IVR voice, and it is hung up to 10086 voice 2 to guide customer self-service inquiry.
（2）預(yù)期成效：能有效突出近期熱點(diǎn)咨詢(xún)業(yè)務(wù)點(diǎn)，正向引導(dǎo)客戶(hù)自助服務(wù)，減少人工話(huà)務(wù)依賴(lài)。
(2) expected results: it can effectively highlight the key business hotspots in the near future, and guide customer self-service to reduce manual traffic dependence.
（3）注意事項(xiàng)：引導(dǎo)的自助語(yǔ)音內(nèi)容非常重要，要通過(guò)來(lái)電原因、客戶(hù)投訴、數(shù)據(jù)分析和錄音監(jiān)聽(tīng)等方式，精確把握“客戶(hù)咨詢(xún)熱點(diǎn)”，有效提煉“答案”，以IVR播報(bào)+短信下發(fā)方式開(kāi)展。
(3) attention: the content of the guided self-help voice is very important. It is necessary to accurately grasp the "hot spot of customer consultation" through the causes of caller calls, customer complaints, data analysis and recording and monitoring, to effectively extract "the best answer", and to carry out the IVR broadcast + short message.
客戶(hù)的滿(mǎn)意就是對(duì)我們的肯定，歡迎您前來(lái)選購(gòu)我公司的產(chǎn)品，我們一直以為您提供產(chǎn)品為己任并一直堅(jiān)持這樣做。歡迎您的光臨。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
