關(guān)于我們
提升呼叫中心突發(fā)話務(wù)應(yīng)對能力
作者：admin 來源：本站 發(fā)布時間：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）策略內(nèi)容：將引起突發(fā)話務(wù)故障的原因，錄制成IVR語音，上掛10086主流程。通過系統(tǒng)設(shè)置，實現(xiàn)特定客戶群體撥打10086進(jìn)入“指定語音流程”。
(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“信息不對稱”，讓客戶知道“問題出在哪兒”，減少客戶“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：針對特定目標(biāo)群體的語音引導(dǎo)，要準(zhǔn)確提取目標(biāo)號碼、精煉制作語音內(nèi)容，做到“點射”，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、熱鍵話務(wù)分流引導(dǎo)策略
2, hot key traffic diversion guide strategy
（1）策略內(nèi)容：針對引起突發(fā)話務(wù)的原因，詳細(xì)了解客戶咨詢的熱點，將“答案”預(yù)先錄制成IVR語音，上掛10086語音2號鍵，引導(dǎo)客戶自助查詢。
(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咨詢業(yè)務(wù)點，正向引導(dǎo)客戶自助服務(wù)，減少人工話務(wù)依賴。
(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：引導(dǎo)的自助語音內(nèi)容非常重要，要通過來電原因、客戶投訴、數(shù)據(jù)分析和錄音監(jiān)聽等方式，精確把握“客戶咨詢熱點”，有效提煉“答案”，以IVR播報+短信下發(fā)方式開展。
(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.
客戶的滿意就是對我們的肯定，歡迎您前來選購我公司的產(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）策略內(nèi)容：將引起突發(fā)話務(wù)故障的原因，錄制成IVR語音，上掛10086主流程。通過系統(tǒng)設(shè)置，實現(xiàn)特定客戶群體撥打10086進(jìn)入“指定語音流程”。
(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“信息不對稱”，讓客戶知道“問題出在哪兒”，減少客戶“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：針對特定目標(biāo)群體的語音引導(dǎo)，要準(zhǔn)確提取目標(biāo)號碼、精煉制作語音內(nèi)容，做到“點射”，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、熱鍵話務(wù)分流引導(dǎo)策略
2, hot key traffic diversion guide strategy
（1）策略內(nèi)容：針對引起突發(fā)話務(wù)的原因，詳細(xì)了解客戶咨詢的熱點，將“答案”預(yù)先錄制成IVR語音，上掛10086語音2號鍵，引導(dǎo)客戶自助查詢。
(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咨詢業(yè)務(wù)點，正向引導(dǎo)客戶自助服務(wù)，減少人工話務(wù)依賴。
(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：引導(dǎo)的自助語音內(nèi)容非常重要，要通過來電原因、客戶投訴、數(shù)據(jù)分析和錄音監(jiān)聽等方式，精確把握“客戶咨詢熱點”，有效提煉“答案”，以IVR播報+短信下發(fā)方式開展。
(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.
客戶的滿意就是對我們的肯定，歡迎您前來選購我公司的產(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.
