{"id":19352,"date":"2024-11-28T14:42:53","date_gmt":"2024-11-28T07:42:53","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19352"},"modified":"2025-01-02T14:46:09","modified_gmt":"2025-01-02T07:46:09","slug":"tinh-nang-call-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/tinh-nang-call-center\/","title":{"rendered":"C\u00e1c t\u00ednh n\u0103ng Call center hi\u1ec7n \u0111\u1ea1i c\u1ea7n c\u00f3 &#8211; 2025"},"content":{"rendered":"<p><strong>T\u00ednh n\u0103ng call center \u0111\u01b0\u1ee3c chia theo c\u00e1c nh\u00f3m ch\u1ee9c n\u0103ng d\u01b0\u1edbi \u0111\u00e2y<\/strong><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Qu\u1ea3n l\u00fd cu\u1ed9c g\u1ecdi.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u00edch h\u1ee3p \u0111a k\u00eanh.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Monitoring and reporting.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u1ef1 \u0111\u1ed9ng ho\u00e1, t\u1ef1 ph\u1ee5c v\u1ee5.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">B\u1ea3o m\u1eadt.<\/span><\/li>\n<\/ol>\n<h2>1. Qu\u1ea3n l\u00fd cu\u1ed9c g\u1ecdi<\/h2>\n<h3>Call routing<\/h3>\n<p><span style=\"font-weight: 400;\">ACD (Automatic Call Distribution): T\u00ednh n\u0103ng ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean ph\u00f9 h\u1ee3p theo c\u00e1c quy t\u1eafc \u0111\u1ecbnh tuy\u1ebfn \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp s\u1eb5n.<\/span><\/p>\n<p><strong>C\u00e1c quy t\u1eafc \u0111\u1ecbnh tuy\u1ebfn:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Theo k\u1ef9 n\u0103ng: Chuy\u1ec3n cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean c\u00f3 k\u1ef9 n\u0103ng ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Theo v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Theo t\u00ednh s\u1eb5n s\u00e0ng c\u1ee7a nh\u00e2n vi\u00ean<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Theo m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean: D\u1ef1a v\u00e0o d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u01b0u trong CRM<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">ACD gi\u00fap ph\u00e2n b\u1ed5 cu\u1ed9c g\u1ecdi h\u1ee3p l\u00fd nh\u1eb1m gia t\u0103ng hi\u1ec7u qu\u1ea3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, t\u0103ng hi\u1ec7u su\u1ea5t c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-19331 size-large\" style=\"font-weight: inherit;\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/11\/Web_Contact-Center-1-1024x427.webp\" alt=\"cong ty call center\" width=\"1024\" height=\"427\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/11\/Web_Contact-Center-1-1024x427.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/11\/Web_Contact-Center-1-300x125.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/11\/Web_Contact-Center-1-768x320.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/11\/Web_Contact-Center-1-1536x641.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/11\/Web_Contact-Center-1-18x8.webp 18w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/11\/Web_Contact-Center-1.webp 2000w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><strong>Xem b\u00e0i vi\u1ebft \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/\">ACD<\/a><\/span><\/strong><\/p>\n<h3>Tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng<\/h3>\n<p><span style=\"font-weight: 400;\">IVR (Interactive Voice Response): T\u00ednh n\u0103ng t\u01b0\u01a1ng t\u00e1c t\u1ef1 \u0111\u1ed9ng <\/span><span style=\"font-weight: 400;\">b\u0103\u0300ng c\u00e1ch ph\u00e1t m\u1ed9t \u0111o\u1ea1n ghi \u00e2m c\u00f3 s\u0103\u0303n va\u0300 h\u01b0\u1edbng d\u1eabn ng\u01b0\u1eddi g\u1ecdi th\u01b0\u0323c hi\u00ea\u0323n theo nh\u01b0\u0303ng l\u01b0\u0323a cho\u0323n b\u0103\u0300ng ba\u0300n phi\u0301m \u0111i\u00ea\u0323n thoa\u0323i.<\/span><\/p>\n<p><strong>C\u00e1c ch\u1ee9c n\u0103ng ch\u00ednh:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">L\u1eddi ch\u00e0o: Khi kh\u00e1ch h\u00e0ng g\u1ecdi \u0111\u1ebfn, IVR s\u1ebd ph\u00e1t m\u1ed9t \u0111o\u1ea1n th\u00f4ng b\u00e1o v\u00e0 h\u01b0\u1edbng d\u1eabn kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi b\u1eb1ng c\u00e1ch \u1ea5n menu tr\u00ean \u0111i\u1ec7n tho\u1ea1i<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ph\u00e2n lo\u1ea1i v\u00e0 \u0111\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi: D\u1ef1a v\u00e0o c\u00e2u tr\u1ea3 l\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng, h\u1ec7 th\u1ed1ng ACD s\u1ebd chuy\u1ec3n cu\u1ed9c g\u1ecdi \u0111\u1ebfn b\u1ed9 ph\u1eadn ph\u00f9 h\u1ee3p.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tr\u1ea3 l\u1eddi y\u00eau c\u1ea7u: IVR c\u00f3 th\u1ec3 h\u1ed3i \u0111\u00e1p c\u00e1c truy v\u1ea5n \u0111\u01a1n gi\u1ea3n c\u1ee7a kh\u00e1ch h\u00e0ng (S\u1ed1 d\u01b0 t\u00e0i kho\u1ea3n, \u0111\u1ed5i m\u1eadt kh\u1ea9u, l\u1ea5y m\u00e3 OTP, v.v), \u0111\u00e2y \u0111\u01b0\u1ee3c xem l\u00e0 t\u00ednh n\u0103ng t\u1ef1 ph\u1ee5c v\u1ee5.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">IVR gi\u00fap t\u1ef1 \u0111\u1ed9ng ho\u00e1 qu\u00e1 tr\u00ecnh khai th\u00e1c th\u00f4ng tin kh\u00e1ch h\u00e0ng, ti\u1ebft ki\u1ec7m th\u1eddi gian c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean, t\u0103ng hi\u1ec7u su\u1ea5t t\u1ed5ng \u0111\u00e0i.<\/span><\/p>\n<p><strong>Xem b\u00e0i vi\u1ebft \u0111\u1ea7y \u0111\u1ee7 v\u1ec1<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\"> IVR<\/a><\/span><\/strong><\/p>\n<h3>Qu\u1ea3n l\u00fd h\u00e0ng \u0111\u1ee3i<\/h3>\n<p><span style=\"font-weight: 400;\">CQM (Call queue management): T\u00ednh n\u0103ng call center gi\u00fap t\u1ed5 ch\u1ee9c v\u00e0 s\u1eafp x\u1ebfp h\u00e0ng \u0111\u1ee3i c\u00e1c cu\u1ed9c g\u1ecdi \u0111ang ch\u1edd x\u1eed l\u00fd, nh\u1eb1m t\u1ed1i \u01b0u ho\u00e1 th\u1eddi gian ch\u1edd v\u00e0 gia t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><strong>How it works<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Khi c\u00f3 cu\u1ed9c g\u1ecdi \u0111\u1ebfn:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">N\u1ebfu m\u1ecdi nh\u00e2n vi\u00ean \u0111\u1ec1u b\u1eadn, cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o h\u00e0ng ch\u1edd<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Trong th\u1eddi gian ch\u1edd, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nghe nh\u1ea1c ch\u1edd.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">S\u1eafp x\u1ebfp h\u00e0ng \u0111\u1ee3i:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">S\u1eafp x\u1ebfp theo quy t\u1eafc \u0111\u1ecbnh s\u1eb5n (Theo th\u1ee9 t\u1ef1, m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean, v.v)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Th\u00f4ng b\u00e1o:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Th\u00f4ng b\u00e1o th\u1ee9 t\u1ef1 v\u00e0 th\u1eddi gian ch\u1edd d\u1ef1 ki\u1ebfn<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">C\u1eadp nh\u1eadt h\u00e0ng ch\u1edd:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Khi \u0111\u1ebfn l\u01b0\u1ee3t, cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u1edbi nh\u00e2n vi\u00ean, h\u00e0ng ch\u1edd s\u1ebd \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ho\u1eb7c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00f9y ch\u1ecdn c\u00e1c ph\u01b0\u01a1ng \u00e1n nh\u01b0 thay \u0111\u1ed5i y\u00eau c\u1ea7u, \u0111\u1ec3 l\u1ea1i l\u1eddi nh\u1eafn.<\/span><\/li>\n<\/ul>\n<h3>Chuy\u1ec3n cu\u1ed9c g\u1ecdi<\/h3>\n<p><span style=\"font-weight: 400;\">Call transfer: T\u00ednh n\u0103ng chuy\u1ec3n cu\u1ed9c g\u1ecdi gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn, nh\u00e2n vi\u00ean. \u0110\u01b0\u1ee3c s\u1eed d\u1ee5ng trong c\u00e1c tr\u01b0\u1eddng h\u1ee3p kh\u00e1ch h\u00e0ng ch\u1ecdn sai t\u00f9y ch\u1ecdn, ho\u1eb7c ph\u00e1t sinh y\u00eau c\u1ea7u trong qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3. V\u1edbi t\u00ednh n\u0103ng n\u00e0y, cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c chuy\u1ec3n ti\u1ebfp \u0111\u1ebfn b\u1ed9 ph\u1eadn kh\u00e1c m\u00e0 kh\u00f4ng ph\u1ea3i b\u1eaft \u0111\u1ea7u l\u1ea1i cu\u1ed9c g\u1ecdi m\u1edbi.<\/span><\/p>\n<p><strong>C\u00e1c lo\u1ea1i chuy\u1ec3n cu\u1ed9c g\u1ecdi<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Blind transfer (chuy\u1ec3n cu\u1ed9c g\u1ecdi m\u00f9): Chuy\u1ec3n cu\u1ed9c g\u1ecdi \u0111\u1ebfn ng\u01b0\u1eddi nh\u1eadn m\u1edbi m\u00e0 kh\u00f4ng c\u1ea7n th\u00f4ng b\u00e1o tr\u01b0\u1edbc.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Warm transfer (chuy\u1ec3n cu\u1ed9c g\u1ecdi c\u00f3 th\u00f4ng b\u00e1o: Nh\u00e2n vi\u00ean ban \u0111\u1ea7u li\u00ean h\u1ec7 tr\u01b0\u1edbc v\u1edbi ng\u01b0\u1eddi nh\u1eadn m\u1edbi \u0111\u1ec3 th\u00f4ng b\u00e1o n\u1ed9i dung v\u00e0 l\u00fd do chuy\u1ec3n cu\u1ed9c g\u1ecdi. Sau khi \u0111\u1ed3ng \u00fd, cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c chuy\u1ec3n.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cold Transfer (Chuy\u1ec3n cu\u1ed9c g\u1ecdi tr\u1ef1c ti\u1ebfp): T\u01b0\u01a1ng t\u1ef1 Blind Transfer, nh\u01b0ng kh\u00f4ng th\u00f4ng b\u00e1o tr\u01b0\u1edbc, th\u01b0\u1eddng \u00e1p d\u1ee5ng khi nh\u00e2n vi\u00ean ban \u0111\u1ea7u kh\u00f4ng c\u1ea7n can thi\u1ec7p th\u00eam.<\/span><\/li>\n<\/ul>\n<h3>Cu\u1ed9c g\u1ecdi h\u1ed9i ngh\u1ecb<\/h3>\n<p><span style=\"font-weight: 400;\">Call conference: T\u00ednh n\u0103ng cu\u1ed9c g\u1ecdi cho ph\u00e9p nhi\u1ec1u b\u00ean tham gia, th\u01b0\u1eddng d\u00f9ng trong c\u00e1c cu\u1ed9c g\u1ecdi x\u1eed l\u00fd nh\u1eefng v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p, c\u1ea7n s\u1ef1 v\u00e0o cu\u1ed9c c\u1ee7a nhi\u1ec1u b\u1ed9 ph\u1eadn li\u00ean quan.<\/span><\/p>\n<h2>2. T\u00edch h\u1ee3p \u0111a k\u00eanh<\/h2>\n<p><span style=\"font-weight: 400;\">T\u00edch h\u1ee3p \u0111a k\u00eanh (Omni-channel) cho ph\u00e9p t\u00edch h\u1ee3p c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng kh\u00e1c ngo\u00e0i k\u00eanh tho\u1ea1i, nh\u01b0 email, live chat, app, m\u1ea1ng x\u00e3 h\u1ed9i, SMS v.v v\u00e0o c\u00f9ng m\u1ed9t h\u1ec7 th\u1ed1ng \u0111\u1ec3 thu\u1eadn ti\u1ec7n trong vi\u1ec7c v\u1eadn h\u00e0nh v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Khi tri\u1ec3n khai \u0111a k\u00eanh t\u00edch h\u1ee3p, doanh nghi\u1ec7p c\u00f3 th\u1ec3 theo d\u00f5i l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng qua c\u00e1c kh\u00e1c nhau v\u00e0 s\u1eafp x\u1ebfp ch\u00fang theo <\/span><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/manage-customer-journeys-with-customer-journey-maps\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m<\/span><\/a><\/span><span style=\"font-weight: 400;\">, gi\u00fap n\u1eafm b\u1eaft th\u00f4ng tin v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/span><\/p>\n<p><strong>See also: <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\" target=\"_blank\" rel=\"noopener\">D\u1ecbch v\u1ee5 v\u1eadn h\u00e0nh contact center \u0111a k\u00eanh<\/a><\/span><\/strong><\/p>\n<h2>3. Qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n<h3>Qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng<\/h3>\n<p><span style=\"font-weight: 400;\">L\u01b0u tr\u1eef, qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, d\u1eef li\u1ec7u b\u00e1n h\u00e0ng, l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c b\u1eb1ng <\/span><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/crm\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">CRM.<\/span><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400;\">S\u1eafp x\u1ebfp l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 tr\u1ef1c quan ho\u00e1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng qua c\u00e1c k\u00eanh kh\u00e1c nhau.<\/span><\/p>\n<h3>X\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng<\/h3>\n<p><span style=\"font-weight: 400;\">Hi\u1ec3n th\u1ecb th\u00f4ng tin kh\u00e1ch h\u00e0ng tr\u00ean m\u00e0n h\u00ecnh m\u00e1y t\u00ednh khi c\u00f3 cu\u1ed9c g\u1ecdi \u0111\u1ebfn, gi\u00fap \u0111i\u1ec7n tho\u1ea1i vi\u00ean n\u1eafm b\u1eaft th\u00f4ng tin kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng.<\/span><\/p>\n<h3>Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng theo t\u1ec7p v\u00e0 m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean<\/h3>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng khi t\u1ea3i\/nh\u1eadp d\u1eef li\u1ec7u l\u00ean CRM \u0111\u1ec3 d\u1ec5 d\u00e0ng ch\u0103m s\u00f3c.<\/span><\/p>\n<h2>4. Gi\u00e1m s\u00e1t v\u00e0 b\u00e1o c\u00e1o<\/h2>\n<h3>Gi\u00e1m s\u00e1t theo th\u1eddi gian th\u1ef1c<\/h3>\n<p><span style=\"font-weight: 400;\">Gi\u00e1m s\u00e1t theo th\u1eddi gian th\u1ef1c (Real-time monitoring) cho ph\u00e9p ng\u01b0\u1eddi gi\u00e1m s\u00e1t theo d\u00f5i tr\u1ea1ng th\u00e1i ho\u1ea1t \u0111\u1ed9ng c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean, th\u1ef1c hi\u1ec7n \u2018nghe l\u00e9n\u2019 ho\u1eb7c tham gia v\u00e0o cu\u1ed9c g\u1ecdi \u0111ang di\u1ec5n ra.<\/span><\/p>\n<h3>Call recording<\/h3>\n<p><span style=\"font-weight: 400;\">Ghi \u00e2m cu\u1ed9c g\u1ecdi (Call recording): L\u01b0u l\u1ea1i cu\u1ed9c g\u1ecdi \u0111\u1ec3 ki\u1ec3m tra, \u0111\u00e1nh gi\u00e1. M\u1ed9t s\u1ed1 call center n\u00e2ng cao c\u00f3 th\u00eam t\u00ednh n\u0103ng speech-to-text gi\u00fap chuy\u1ec3n th\u1ec3 gi\u1ecdng n\u00f3i th\u00e0nh v\u0103n b\u1ea3n.<\/span><\/p>\n<h3>B\u00e1o c\u00e1o hi\u1ec7u su\u1ea5t<\/h3>\n<p><span style=\"font-weight: 400;\">T\u00f9y ch\u1ec9nh c\u00e1c b\u00e1o c\u00e1o hi\u1ec7u su\u1ea5t t\u1ed5ng \u0111\u00e0i theo nhu c\u1ea7u, m\u1ed9t s\u1ed1 b\u00e1o c\u00e1o ph\u1ed5 bi\u1ebfn:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi trung b\u00ecnh (AHT)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u1ef7 l\u1ec7 b\u1ecf cu\u1ed9c g\u1ecdi (ACR)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng (CSAT)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean (FCR)<\/span><\/li>\n<\/ul>\n<p><strong>See also: <\/strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-standard\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">T\u1ed5ng h\u1ee3p c\u00e1c ch\u1ec9 s\u1ed1 ti\u00eau chu\u1ea9n call center.<\/span><\/a><\/span><\/p>\n<h2>5. T\u1ef1 \u0111\u1ed9ng ho\u00e1, t\u1ef1 ph\u1ee5c v\u1ee5<\/h2>\n<h3>Auto call<\/h3>\n<p><a href=\"https:\/\/bell24vietnam.vn\/en\/technology\/auto-call-application\/\"><span style=\"color: #ff6600;\">Auto Call<\/span><\/a><span style=\"font-weight: 400;\"> l\u00e0 c\u00f4ng ngh\u1ec7 g\u1ecdi ra t\u1ef1 \u0111\u1ed9ng, cho ph\u00e9p th\u1ef1c hi\u1ec7n h\u00e0ng lo\u1ea1t cu\u1ed9c g\u1ecdi \u0111\u1ebfn kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean danh s\u00e1ch s\u1ed1 \u0111i\u1ec7n tho\u1ea1i c\u00f3 s\u1eb5n, m\u00e0 kh\u00f4ng c\u1ea7n s\u1ef1 t\u00e1c \u0111\u1ed9ng quay s\u00f4\u0301 th\u1ee7 c\u00f4ng c\u1ee7a con ng\u01b0\u1eddi. \u0110\u00e2y l\u00e0 m\u1ed9t t\u00ednh n\u0103ng call center ph\u1ed5 bi\u1ebfn \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng trong c\u00e1c chi\u1ebfn d\u1ecbch telemarketing h\u00e0ng lo\u1ea1t.<\/span><\/p>\n<h3>Predictive dialer<\/h3>\n<p><span style=\"font-weight: 400;\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cong-nghe\/predictive-dialer\/\">Predictive Dialer<\/a><\/span> l\u00e0 tr\u00ecnh quay s\u1ed1 d\u1ef1 \u0111o\u00e1n, s\u1eed d\u1ee5ng thu\u1eadt to\u00e1n \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n khi n\u00e0o nh\u00e2n vi\u00ean s\u1ebd r\u1ea3nh v\u00e0 \u0111i\u1ec1u ch\u1ec9nh t\u1ed1c \u0111\u1ed9 quay s\u1ed1 sao cho hi\u1ec7u qu\u1ea3 nh\u1ea5t, tr\u00e1nh l\u00e3ng ph\u00ed th\u1eddi gian.<\/span><\/p>\n<p><b>How it works<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u1ea1o danh s\u00e1ch quay s\u1ed1.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Th\u1ef1c hi\u1ec7n quay s\u1ed1 h\u00e0ng lo\u1ea1t, v\u01b0\u1ee3t qu\u00e1 s\u1ed1 l\u01b0\u1ee3ng t\u1ed5ng \u0111\u00e0i vi\u00ean s\u1eb5n s\u00e0ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tr\u1ea1ng th\u00e1i cu\u1ed9c g\u1ecdi: \u0110\u1ed1i v\u1edbi cu\u1ed9c g\u1ecdi c\u00f3 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi s\u1ebd k\u1ebft n\u1ed1i ngay v\u1edbi t\u1ed5ng \u0111\u00e0i vi\u00ean, \u0111\u1ed1i v\u1edbi cu\u1ed9c g\u1ecdi kh\u00f4ng tr\u1ea3 l\u1eddi (ho\u1eb7c sai s\u1ed1) b\u1ecf qua.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0110i\u1ec1u ch\u1ec9nh t\u1ed1c \u0111\u1ed9 quay s\u1ed1 theo hi\u1ec7u su\u1ea5t th\u1ef1c t\u1ebf.<\/span><\/li>\n<\/ul>\n<h3>Chatbot<\/h3>\n<p><span style=\"font-weight: 400;\">T\u00edch h\u1ee3p chat bot \u0111\u1ec3 ph\u1ea3n h\u1ed3i t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng 24\/7. Chatbot c\u00f3 th\u1ec3 ph\u1ea3n h\u1ed3i c\u00e1c th\u00f4ng tin trong ph\u1ea1m vi \u0111\u01b0\u1ee3c hu\u1ea5n luy\u1ec7n, t\u1eeb m\u1ee9c \u0111\u1ed9 c\u01a1 b\u1ea3n \u0111\u1ebfn n\u00e2ng cao t\u00f9y thu\u1ed9c v\u00e0o m\u1ee9c \u0111\u1ed9 th\u00f4ng minh.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c k\u00eanh c\u00f3 th\u1ec3 t\u00edch h\u1ee3p chat bot: K\u00eanh tho\u1ea1i, Website, m\u1ea1ng x\u00e3 h\u1ed9i, app.<\/span><\/p>\n<p><b>C\u00e1c lo\u1ea1i chatbot \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng trong t\u1ed5ng \u0111\u00e0i:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">D\u1ef1a tr\u00ean k\u1ecbch b\u1ea3n: Ho\u1ea1t \u0111\u1ed9ng d\u1ef1a tr\u00ean quy t\u1eafc \u0111\u01b0\u1ee3c l\u1eadp tr\u00ecnh s\u1eb5n theo d\u1ea1ng menu. Ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c c\u00e2u h\u1ecfi FAQS, c\u00e2u h\u1ecfi \u0111\u01a1n gi\u1ea3n (Tra c\u1ee9u \u0111\u01a1n h\u00e0ng, s\u1ed1 d\u01b0)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">D\u1ef1a tr\u00ean AI: Chatbot h\u1ecdc v\u00e0 c\u1ea3i thi\u1ec7n d\u1eef li\u1ec7u \u0111\u1ea7u v\u00e0o, c\u00f3 kh\u1ea3 n\u0103ng hi\u1ec3u ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean, c\u00f3 th\u1ec3 x\u1eed l\u00fd c\u00e1c t\u01b0\u01a1ng t\u00e1c ph\u1ee9c t\u1ea1p c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Voicebot: L\u00e0 m\u1ed9t d\u1ea1ng chatbot d\u1ef1a tr\u00ean k\u1ecbch b\u1ea3n, nh\u01b0ng t\u01b0\u01a1ng t\u00e1c th\u00f4ng qua gi\u1ecdng n\u00f3i.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Vi\u1ec7c \u1ee9ng d\u1ee5ng chatbot trong call center gi\u00fap gia t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u0103ng hi\u1ec7u su\u1ea5t t\u1ed5ng \u0111\u00e0i, ti\u1ebft ki\u1ec7m chi ph\u00ed.<\/span><\/p>\n<h2>6. B\u1ea3o m\u1eadt v\u00e0 tu\u00e2n th\u1ee7 ph\u00e1p l\u00fd<\/h2>\n<h3>M\u00e3 ho\u00e1 d\u1eef li\u1ec7u<\/h3>\n<p><span style=\"font-weight: 400;\">T\u00ednh n\u0103ng m\u00e3 ho\u00e1 d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf ph\u1ee5c v\u1ee5 c\u00e1c y\u00eau c\u1ea7u b\u1ea3o m\u1eadt ri\u00eang bi\u1ec7t c\u1ee7a doanh nghi\u1ec7p. \u0110\u01b0\u1ee3c s\u1eed d\u1ee5ng nhi\u1ec1u trong c\u00e1c ng\u00e0nh t\u00e0i ch\u00ednh, ng\u00e2n h\u00e0ng, y t\u1ebf, b\u1ea3o hi\u1ec3m, c\u00f4ng ngh\u1ec7.<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>M\u00e3 h\u00f3a d\u1eef li\u1ec7u trong qu\u00e1 tr\u00ecnh truy\u1ec1n t\u1ea3i (Data-in-Transit Encryption): <\/b><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng giao th\u1ee9c HTTPS, TLS\/SSL \u0111\u1ec3 b\u1ea3o v\u1ec7 th\u00f4ng tin trong khi truy\u1ec1n qua m\u1ea1ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>M\u00e3 h\u00f3a d\u1eef li\u1ec7u l\u01b0u tr\u1eef (Data-at-Rest Encryption): <\/b><span style=\"font-weight: 400;\">B\u1ea3o v\u1ec7 th\u00f4ng tin kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef trong c\u01a1 s\u1edf d\u1eef li\u1ec7u b\u1eb1ng c\u00e1c thu\u1eadt to\u00e1n m\u00e3 h\u00f3a m\u1ea1nh nh\u01b0 AES-256.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>\u1ea8n th\u00f4ng tin nh\u1ea1y c\u1ea3m: <\/b><span style=\"font-weight: 400;\">T\u1ef1 \u0111\u1ed9ng che ho\u1eb7c b\u1ecf c\u00e1c th\u00f4ng tin nh\u1ea1y c\u1ea3m nh\u01b0 s\u1ed1 th\u1ebb t\u00edn d\u1ee5ng, m\u00e3 PIN trong qu\u00e1 tr\u00ecnh ghi \u00e2m.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>\u1ea8n danh d\u1eef li\u1ec7u (Data Masking): <\/b><span style=\"font-weight: 400;\">Che ho\u1eb7c thay th\u1ebf d\u1eef li\u1ec7u nh\u1ea1y c\u1ea3m b\u1eb1ng th\u00f4ng tin \u1ea9n danh \u0111\u1ec3 s\u1eed d\u1ee5ng trong c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Qu\u1ea3n l\u00fd nh\u1eadt k\u00fd gi\u00e1m s\u00e1t: <\/b><span style=\"font-weight: 400;\">Theo d\u00f5i v\u00e0 ghi l\u1ea1i m\u1ecdi h\u00e0nh \u0111\u1ed9ng tr\u00ean h\u1ec7 th\u1ed1ng \u0111\u1ec3 ph\u00e1t hi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng \u0111\u00e1ng ng\u1edd.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>Ki\u1ec3m so\u00e1t truy c\u1eadp<\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>T\u01b0\u1eddng l\u1eeda \u1ee9ng d\u1ee5ng (Application Firewall): <\/b><span style=\"font-weight: 400;\">B\u1ea3o v\u1ec7 c\u00e1c \u1ee9ng d\u1ee5ng Call Center kh\u1ecfi t\u1ea5n c\u00f4ng nh\u01b0 DDoS ho\u1eb7c x\u00e2m nh\u1eadp tr\u00e1i ph\u00e9p.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gi\u00e1m s\u00e1t v\u00e0 c\u1ea3nh b\u00e1o khi ph\u00e1t hi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng b\u1ea5t th\u01b0\u1eddng tr\u00ean m\u1ea1ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ph\u00e2n t\u1ea7ng, ki\u1ec3m so\u00e1t kh\u1ea3 n\u0103ng truy c\u1eadp d\u1eef li\u1ec7u theo vai tr\u00f2 ng\u01b0\u1eddi d\u00f9ng.<\/span><\/li>\n<\/ul>\n<h3>Sao l\u01b0u v\u00e0 kh\u00f4i ph\u1ee5c d\u1eef li\u1ec7u<\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Sao l\u01b0u d\u1eef li\u1ec7u \u0111\u1ecbnh k\u1ef3 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u1ea3 n\u0103ng kh\u00f4i ph\u1ee5c khi x\u1ea3y ra s\u1ef1 c\u1ed1.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>X\u00f3a d\u1eef li\u1ec7u an to\u00e0n: <\/b><span style=\"font-weight: 400;\">Khi kh\u00f4ng c\u1ea7n thi\u1ebft, d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c x\u00f3a m\u1ed9t c\u00e1ch an to\u00e0n v\u00e0 kh\u00f4ng th\u1ec3 kh\u00f4i ph\u1ee5c.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">B\u1ea3o m\u1eadt trong Call Center kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t ph\u1ea7n trong v\u1eadn h\u00e0nh m\u00e0 c\u00f2n l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t gi\u00fap doanh nghi\u1ec7p duy tr\u00ec s\u1ef1 tin c\u1eady v\u00e0 tu\u00e2n th\u1ee7 ph\u00e1p lu\u1eadt. S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa c\u00f4ng ngh\u1ec7 hi\u1ec7n \u0111\u1ea1i v\u00e0 quy tr\u00ecnh n\u1ed9i b\u1ed9 ch\u1eb7t ch\u1ebd s\u1ebd mang l\u1ea1i hi\u1ec7u qu\u1ea3 b\u1ea3o m\u1eadt cao nh\u1ea5t.<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>T\u00ednh n\u0103ng call center \u0111\u01b0\u1ee3c chia theo c\u00e1c nh\u00f3m ch\u1ee9c n\u0103ng d\u01b0\u1edbi \u0111\u00e2y Qu\u1ea3n l\u00fd cu\u1ed9c g\u1ecdi. T\u00edch h\u1ee3p \u0111a [&hellip;]<\/p>","protected":false},"author":13,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-19352","post","type-post","status-publish","format-standard","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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