Phunzirani za Kuwunika Kwambiri kwa Maofesi Oitana

Makampani amapereka ndalama zambiri mu malo awo oitanira maofesi kotero amafuna kuonetsetsa kuti akugwira ntchito mwakhama komanso kuti makasitomala amakhutira ndi liwiro ndi khalidwe la utumiki omwe amalandira. Amachita izi kupyolera mu kuyang'anira kwabwino kwa malo oyitanidwa ndi antchito awo.

Zambiri mwa zipangizozi ndi zipangizo zoyenera ndi ogwira ntchito zimayankha maitanidwe omwe akubwera, koma ena amapanga maulendo ogulitsa.

Mafoni omwe amabwera akugwiritsanso ntchito malonda a malonda komanso amagwiritsidwa ntchito pa makasitomala komanso chithandizo cha makasitomala. Ngati mumagula katundu kapena ntchito kuchokera ku kampani yaikulu, kapena ngati mukufuna thandizo ndi mankhwalawa, mutha kukachita ndi wothandizira makasitomala pa call center. Othandizira awa ophatikizapo nthawi zambiri amakhala "nkhope" ya kampani kwa makasitomala ake.

Zolinga za Kuwunika Pakhomo Pakhomo

Otsogolera oyang'anira malo akuyang'anira malo oitanira maofesi poyang'anira ntchito ndi khalidwe ndi kukhazikitsa zilembo zazikulu zogwirira ntchito (KPI) . Zochita zaphatikizi zimaphatikizapo zida zowonjezereka monga momwe woyimbira amatha kukhalira pa telefoni yoyendetsa mofulumira komanso mofulumira kuti afike kwa wothandizira, momwe nkhani yawo ingathetsere mwamsanga ndipo mayina atsekedwa, ndi nthawi yayitali bwanji akudikirira pafoni. Mipiritsi iyi imayesedwa ndi mawonekedwe a foni ya Automatic Call Distributor (ACD) ndipo imakambidwa kwina kulikonse.

Nkhani zapamwamba zomwe amazitcha oyang'anira magulu amapanga maselo a KPI kuti azikhala ovomerezeka komanso okhoza kutsatira njira. Izi ndizomwe zimayesedwa ndi mapulogalamu oyang'anira khalidwe lapamwamba ndipo izi zimafotokozedwa mwatsatanetsatane.

Kuwunika Kuyendera Bwino Pakati

Zambiri zowunikira khalidwe lapamwamba zimapangidwa ndi anthu m'malo mwa mapulogalamu.

Pulogalamu yovomerezeka yolankhulana ikukwera koma siinayambe kufika pomwe ikusankhidwa pamwamba pa oyang'anitsitsa anthu.

Makampani ena amapanga malo awo oitanira mafoni popanda kuphatikizapo pulogalamu yoyang'anira khalidwe. Izi ndizowoneka mwachidule. Chidziwitso chogwiridwa ndi zigawo za pulojekiti yoyang'anira phokoso ndizofunika kuti ntchito yodutsa ndikugwiritsire ntchito mtengo komanso kutengapo mbali kwa makasitomala ofunikira, khalidwe, ndi ntchito.

Kuwunika Khalidwe Labwino

Kampani iyenera kusankha ngati idzayang'ana momwe ntchito yawo ikuyendera ogwira ntchito kuntchito pogwiritsa ntchito antchito awo kapena kugwiritsira ntchito ndondomeko ya kunja. Ngakhale pamene kampani ili ndi Dipatimenti Yoyenera Yowonjezerapo yowonjezerapo mameneja a timagulu pamsonkhanowu ndi bwino kukonzekera fakitale yachitatu kuti ayang'ane bwino. Kuwunika kumeneku kumapereka deta yowonjezera imene oyang'anira timu alibe nthawi yoti apange.

Kampani ina ya kunja imayang'aniridwa bwino ndi malo anu oitanidwa ndi apolisi chifukwa amakhulupirira kuti kunja kwawunikira ndiwopindulitsa kwambiri, iwo ndi akatswiri, amapereka antchito kuti atenge miyeso yowerengeka mofulumira, ndipo amachititsa kuti anthu awonetsetse kuti ali ndi cholinga.

• Cholinga - pamene polojekiti ikuyendetsedwa ndi gulu labwino kapena gulu la otsogolera, oimira oyendetsa phokoso amadzifunsa ngati mapepala omwe amalandira kuchokera kwa kampaniyo angakhale okonzedwanso ndi makampani ena. Iwo amadandaula, mwachitsanzo, kuti kuwunika kwapamwamba kungapereke zizindikiro zochepa chifukwa cha kusagwirizana komwe anali nawo m'chipinda chamasana sabata yatha. Kapena kuti woyang'anira wawo ali ndi zokondweretsa kwa iye yemwe amapereka zizindikiro zapamwamba. Pamene kuyang'anira ndi kuyika zikuchitika ndi akunja osadziwika, palibe mwazinthu zomwe zingatheke kutsogolo.
• Mofulumira - pamene oyang'anira ali ndi udindo woyang'anira maitanidwe omwe antchito awo amatenga, nthawi zambiri amayang'anira ngati ochepa kapena awiri oitanira pamwezi. Gulu loyang'anitsitsa lapamwamba limatha kukwaniritsa mgwirizano wa ntchito (SLA) yomwe imayang'anira ma telefoni anayi mpaka asanu ndi atatu pa sabata iliyonse. Izi zimapanga maselo olondola molondola kwambiri.

• Cholinga - fakitale yakunja kawirikawiri imatha kumvetsetsa zomwe zimayambitsa mavuto ndi mavuto omwe kuyang'ana kwabwino kumasonyeza kuti timu yapamwamba yamkati sitingathe kuwona chifukwa ili pafupi kwambiri ndi mavuto.

Njira Yowunika Kuwunika

1. Khalani ndi "scorecard" yomwe idzagwiritsidwe ntchito kuyesa mchitidwe wovomerezeka, monga makasitomala mwachifundo. Onetsetsani kuti mutengepo kanthu kuchokera kwa ogwira ntchito onse, kuphatikizapo ogwira ntchito omwe akugwira ntchitoyi.
2. Mvetserani kuitana. Kawirikawiri maitanidwe amalembedwa ngati pali kusiyana kulikonse pazokweza kapena kupititsa patsogolo maphunziro. Kuwunika kwa khalidwe kumamvetsera kuitana kumakhala, monga zikuchitika, kapena kumvetsera mwapadera kuitanidwe. Choyamba chimakonda.
3. Lembani mayitanidwe omwe amachokera ku mapulogalamu oyambirira kumayambiriro kwa pulogalamuyi. Zolemba izi zimaperekedwa kwa oyang'anira kampani kuti awone ngati akukwaniritsa zolinga zawo (KPI) kotero kuti athe kuchitapo kanthu.
4. Kusanthula kwadongosolo kwazomwekukufotokozera momwe akuchitira bwino, zomwe zikuyenda bwino, ndi kumene maphunziro ena akufunika. Zingathenso kufotokoza komwe kusintha kumayenera kupangidwira malemba omwe timagulitsa malonda akutsatira kapena momwe timagulu timagwiritsira ntchito. Zachita bwino, zimapereka chidziwitso chabwino pa "Voice of Customer" yomwe ili yovuta kwambiri pa pulogalamu yokhutiritsa makampani .
5. Sankhani chitsanzo cha mafoni omwe mungagwiritse ntchito kuti muzindikire zolemba zanu. Aliyense wogwira nawo scoring ayenera nthawi zonse kufufuza foni yomweyo ndikuyerekezera zotsatira kuti zitsimikizidwe ndizoyimira.

Pansi

Poyang'ana kufufuza kwa chiwerengero chowerengera, kuwalinganiza pa chiwerengero cha ndalama, ndi kuwapatsa deta kwa aliyense wogwira ntchitoyo, kampani ikhoza kuonjezera mtengo wa antchito ake ochezera ndi oyitanidwa.