Call Centre KPI
Pali zambiri za KPI zomwe pulogalamu yamakono imatha kuyendetsa. Mndandanda uli pansipa ndi zina mwazofala, ndi zolemba zazifupi.
Pali zambiri zomwe zikufotokozedwa mozama. Zambiri zamalonda zimatchulidwa mu Business Management Glossary .
- Nthawi Yoyankha: Zitenga nthawi yaitali bwanji kuti wothandizira ayankhe foni yomwe ikubwera?
- Mtengo Wotsalira: Kodi chiwerengero cha mayitanidwe otayika asanayankhidwe?
- Kuitanitsa Nthawi Yogwira Ntchito: Zimatenga nthawi yaitali bwanji wothandizira kukamaliza kuyitana?
- Kuyanjanitsa koyambilana koyamba: Kodi ndiyitanji ya mayitanidwe angathetsedwe muyitana limodzi?
- Ndondomeko yotumizira: Kodi chiwerengero cha mayitanidwe oyenera kutumizidwa kwa wina kukamaliza?
- Nthawi Yopanda Nthawi: Kodi wothandizira amatha nthawi yochuluka bwanji atatha kumaliza foni kuti atsirize malonda kuchokera pa foni?
- Gwiritsani Nthawi: Ndi nthawi yochuluka yotani yomwe wothandizira amamuyimbira panthawi yake?
Wothandizira KPI
Kuphatikizana ndi maselo amtunduwu pamwamba, omwe angathe kulondola molingana ndi mawonekedwe a foni ya Automatic Call Distributor (ACD), malo ambiri oitanira mafomu amagwiritsira ntchito mapulogalamu otsogolera otsogolera kuti ayese ntchito yogwira ntchito motsutsana ndi zilembo zochepa monga izi.
- Makhalidwe a pafoni: Kodi woitanidwayo kapena mlingo wawonetseratu khalidwe la wothandizila kapena kuyitana kwake?
- Chidziwitso ndi Zochita Zapamwamba: Kodi woyitanitsa kapena mlingo woyang'anitsitsa wothandizidwa ndi wothandizira za mankhwala kapena ntchito yoperekedwa kapena njira zomwe angatsatire pofuna kuthetsa vuto la woyitana?
- Kugwirizana ndi Ndondomeko: Kodi wowonayo adazindikira bwanji kuti wogwira ntchitoyo akutsatira ndondomekoyi ngati pali imodzi, kapena njira zina zomwe zimayankhulidwa ndi kampani yogwiritsira ntchito mayitanidwe ndi oyitana?
Ndemanga za Pulogalamu ya KPI
- Nthawi Yoyankha: Iyi ndiyeso, kawirikawiri imasonyezedwa mu masekondi, nthawi yomwe foni imalandira mpaka itayankhidwa ndi wothandizira. Ndiyeso ya ntchito yoyendera pulogalamu m'malo mwa wogwira ntchito. Zimatero, komabe zimangodalira otsogolera omwe akupezeka kuti ayankhe kuyitana pamene akuyenera kuchita zimenezo. Mtengo uwu umayendetsedwa nthawi yayitali ku Vuto la Kutaya.
- Mphotho Yotsalira: Ichi ndi chiyero, chiwerengero cha peresenti, cha chiwerengero cha oimba omwe amachotsa, kapena osatulutsidwa, asanalandire wothandizira yemwe amayankha maitanidwe awo. Iyi ndiyeso ya ntchito yamagetsi m'malo mochita ntchito. Komabe, zikugwirizana ndi Kugwiritsa Ntchito Nthawi.
- Kuitanitsa Nthawi Nthawi: Ichi ndi chiyeso, kawirikawiri chikuwonetsedwa mu masekondi, nthawi yomwe wothandizila ali paitanidwe ndi woyitana. Kuitanitsa nthawiyi kumakhala kosiyana ndi kuimbira foni malinga ndi chikhalidwe ndi zovuta za vuto la woyitana. Zotsatira zake, nthawi yothandizira wothandizira paitanidwe imodzi sizomwe zimakhala bwino. Ndikofunika kuwerengetsera nthawi yogwiritsira ntchito kuyitana pa mayitanidwe angapo kuti muzindikire bwinobwino zomwe wogwira ntchito akuchita. Chiwerengero cha kuyitanitsa nthawi ndichitsulo choyenderapo ponseponse komanso magulu ena omwe ali mkatikatikati oyendera.
- Choyitana Choyamba (FCR): Ichi ndi chiyero, poyerekeza ndi chiwerengero cha mayitanidwe omwe atsimikiziridwa pa nthawiyo ndipo samafuna kuti wogulayo abwererenso kapena wothandizila kuti apite kuitana kwa woyitanayo Zina Zowonjezera. Izi ndizodziwika kuti ndiyeso ya wothandizira. Wopambana ndi wothandizira ali pamwamba payekha FCR adzakhala, koma siyeyeso yeniyeni chifukwa chisankho cha kuyitanira kungafunike kuchita ndi wina osati wothandizira, monga woyang'anira kapena dipatimenti ina. FCR ndi yovuta kuyeza molondola ndipo iyenera kuyesedwa mosamala.
- Ndondomeko ya Kutumiza: Kuwonjezera pa Kuyitanitsa kwa Woyamba, malo ena oitanira mafoni amadziŵiranso kutengerako. Izi ndizoyeso, zomwe zimafotokozedwa monga peresenti, ya chiwerengero cha mayitanidwe omwe wothandizira ayenera kutumiza kwa wina kukamaliza. Izi zikhoza kukhala kwa woyang'anira kapena ku dipatimenti ina. Chifukwa cha kusamutsidwa kungakhale kulakwitsa kwa wothandizira, pempho la woyitana, kapena kuyendayenda kosayenera kwa foni yotsatira.
- Nthawi Yotayika: Iyi ndiyeso, kawirikawiri imasonyezedwa mu masekondi, nthawi yomwe wothandizira amatha kumaliza kugwira ntchito paitanidwe pambuyo pake. Mwachitsanzo, ikhoza kukhala nthawi yomwe wothandizila aziyikapo mu bokosilo ndikutumiza kwa wopemphayo. Malo ena ochezera amafunikanso ogwira ntchito kuti athetse nkhani zotero pamene woyimba akudikirira pa foni. Izi zidzatengera nthawi yochepa yopanda ntchito, koma apamwamba Ogwiritsa Ntchito Nthawi.
- Gwiritsani Nthawi: Ichi ndi chiyeso, kawirikawiri chikuwonetsedwa mu masekondi, nthawi yomwe wothandizira amachititsa kuti oimba azigwira panthawi ya foni. Kungakhale nthawi yoyenera kuyang'ana chinachake kapena kulankhula ndi wina kuti apeze yankho kwa vuto la woyitana. Malo ambiri oitanira amodzi amatanthauzanso kutalika kwa nthawi yomwe woyitana angasungidwe popanda wogulitsa akuyang'ana kumbuyo ndi woyitana.
- Chidziwitso cha foni: Ichi ndi chiyeso, poyerekeza ndi peresenti, za khalidwe la malangizo a wothandizila pa nthawi ya kuyitana. Nthawi zambiri zimakhala ndi zinthu zingapo, nthawi zina zolemera, zomwe zimayang'aniridwa ndi khalidwe loyang'anira kumvera. Zowonjezera zomwe zimachotsedwa, zowonjezera mapepala a wothandizira. Izi zimaphatikizapo zinthu monga "moni kwa mthengi dzina," "analankhula momveka bwino, mwamtendere mawu," ndi "mobwerezabwereza woyitana kuti atsimikizire kumvetsetsa".
- Chidziwitso ndi Ntchito Zamakono: Izi ndizoyeso, zomwe zimafotokozedwa ngati peresenti, za ubwino wa chidziwitso cha wothandizila pa nthawi ya kuyitana. Izi zikhoza kukhala chidziwitso cha mankhwala mu malo owonetsera malonda kapena chidziwitso cha ndondomeko mu chipinda choyendera chithandizo cha makasitomala.
- Kugwirizana ndi Ndondomeko: Izi ndizoyeso, zomwe zimafotokozedwa ngati peresenti, za momwe wothandizira amatsatira njira zogwirira ntchito panthawi ya kuyitana. Mu malo owonetsera malonda, pakhoza kukhala script amene wothandizira ayenera kutsatira. Njira zina zimalongosola momwe mungaperekere moniyo, momwe mungathetsere kuyitana, pamene mungasinthe foni, momwe mungayankhire ndi kukwiya ndi oimba, ndi zina zotero.