{"id":1999,"date":"2022-04-14T11:21:14","date_gmt":"2022-04-14T04:21:14","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=1999"},"modified":"2026-03-05T14:21:54","modified_gmt":"2026-03-05T07:21:54","slug":"criteria-for-evaluating-call-quality","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/van-hanh\/criteria-for-evaluating-call-quality\/","title":{"rendered":"Criteria for evaluating call quality in Contact Center"},"content":{"rendered":"<p>Trong m\u00f4i tr\u01b0\u1eddng\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/\">Call center<\/a><\/span> hi\u1ec7n \u0111\u1ea1i, ch\u1ea5t l\u01b0\u1ee3ng m\u1ed7i cu\u1ed9c g\u1ecdi kh\u00f4ng ch\u1ec9 ph\u1ea3n \u00e1nh n\u0103ng l\u1ef1c c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean m\u00e0 c\u00f2n quy\u1ebft \u0111\u1ecbnh tr\u1ef1c ti\u1ebfp \u0111\u1ebfn h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u v\u00e0 m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao QA cu\u1ed9c g\u1ecdi ng\u00e0y c\u00e0ng tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu trong chi\u1ebfn l\u01b0\u1ee3c v\u1eadn h\u00e0nh c\u1ee7a b\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o c\u00f3 b\u1ed9 ph\u1eadn t\u1ed5ng \u0111\u00e0i.<\/p>\n<p>B\u00e0i vi\u1ebft n\u00e0y s\u1ebd gi\u00fap b\u1ea1n hi\u1ec3u r\u00f5 QA cu\u1ed9c g\u1ecdi l\u00e0 g\u00ec, v\u00ec sao n\u00f3 quan tr\u1ecdng, quy tr\u00ecnh th\u1ef1c hi\u1ec7n chu\u1ea9n ra sao, v\u00e0 c\u00e1c ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 c\u1ee5 th\u1ec3 cho t\u1eebng lo\u1ea1i cu\u1ed9c g\u1ecdi Inbound v\u00e0 Outbound.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/chuyen_vien_marketing-07__2__ea9b6a320d3042c4b13a38361873ac86.jpg\" alt=\"\u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng call center\" \/><\/p>\n<h2>QA cu\u1ed9c g\u1ecdi l\u00e0 g\u00ec?<\/h2>\n<p><strong>QA cu\u1ed9c g\u1ecdi<\/strong> (Call Quality Assurance) l\u00e0 qu\u00e1 tr\u00ecnh gi\u00e1m s\u00e1t, \u0111\u00e1nh gi\u00e1 v\u00e0 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/cai-thien-hieu-qua-hoat-dong-call-center\/\">c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng c\u00e1c cu\u1ed9c g\u1ecdi trong Call Center<\/a><\/span>. M\u1ee5c ti\u00eau c\u1ee7a QA cu\u1ed9c g\u1ecdi kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c ch\u1ea5m \u0111i\u1ec3m t\u1eebng cu\u1ed9c h\u1ed9i tho\u1ea1i, m\u00e0 c\u00f2n l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 nh\u1eadn di\u1ec7n v\u1ea5n \u0111\u1ec1 h\u1ec7 th\u1ed1ng, chu\u1ea9n h\u00f3a c\u00e1ch th\u1ee9c ph\u1ee5c v\u1ee5 v\u00e0 li\u00ean t\u1ee5c <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/improve-customer-experience\/\">n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a><\/span>.<\/p>\n<p>Tr\u00ean th\u1ef1c t\u1ebf, QA cu\u1ed9c g\u1ecdi bao g\u1ed3m nhi\u1ec1u ho\u1ea1t \u0111\u1ed9ng li\u00ean quan ch\u1eb7t ch\u1ebd v\u1edbi nhau:<\/p>\n<ul>\n<li>Nghe l\u1ea1i b\u1ea3n ghi \u00e2m<\/li>\n<li>Ch\u1ea5m \u0111i\u1ec3m theo b\u1ed9 ti\u00eau ch\u00ed \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a tr\u01b0\u1edbc<\/li>\n<li>Ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 khi c\u00f3 sai s\u00f3<\/li>\n<li>Ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp \u0111\u1ebfn t\u1ed5ng \u0111\u00e0i vi\u00ean th\u00f4ng qua hu\u1ea5n luy\u1ec7n (<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/coaching-skills\/\">coaching<\/a><\/span>).<\/li>\n<\/ul>\n<p>Trong c\u00e1c <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/phan-mem-call-center\/\">h\u1ec7 th\u1ed1ng Call Center hi\u1ec7n \u0111\u1ea1i<\/a><\/span>, QA c\u00f2n \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi c\u00f4ng ngh\u1ec7 ph\u00e2n t\u00edch gi\u1ecdng n\u00f3i v\u00e0 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u2014 gi\u00fap \u0111\u00e1nh gi\u00e1 t\u1ef1 \u0111\u1ed9ng 100% cu\u1ed9c g\u1ecdi thay v\u00ec ch\u1ec9 l\u1ea5y m\u1eabu ng\u1eabu nhi\u00ean nh\u01b0 c\u00e1ch truy\u1ec1n th\u1ed1ng.<\/p>\n<h2><strong>Ta\u0323\u0323i sao pha\u0309i \u0111a\u0301nh gia\u0301 ch\u00e2\u0301t l\u01b0\u01a1\u0323ng cu\u00f4\u0323c go\u0323i.<\/strong><\/h2>\n<h3>T\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 t\u00ednh nh\u1ea5t qu\u00e1n<\/h3>\n<p>Kh\u00e1ch h\u00e0ng g\u1ecdi \u0111\u1ebfn t\u1ed5ng \u0111\u00e0i \u1edf nhi\u1ec1u th\u1eddi \u0111i\u1ec3m kh\u00e1c nhau, g\u1eb7p nhi\u1ec1u t\u1ed5ng \u0111\u00e0i vi\u00ean kh\u00e1c nhau, nh\u01b0ng h\u1ecd k\u1ef3 v\u1ecdng s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c c\u00f9ng m\u1ed9t ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5. QA cu\u1ed9c g\u1ecdi gi\u00fap doanh nghi\u1ec7p ph\u00e1t hi\u1ec7n v\u00e0 lo\u1ea1i b\u1ecf nh\u1eefng \u0111i\u1ec3m kh\u00f4ng nh\u1ea5t qu\u00e1n \u0111\u00f3, \u0111\u1ea3m b\u1ea3o m\u1ed7i l\u1ea7n kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 \u0111\u1ec1u l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c.<\/p>\n<h3><strong>T\u0103ng c\u01b0\u1eddng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n<p>Chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi cao h\u01a1n nhi\u1ec1u so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. C\u00e1c nh\u00e0 qu\u1ea3n l\u00fd Call Center hi\u1ec3u th\u1ef1c t\u1ebf n\u00e0y v\u00e0 \u0111\u00f3 l\u00e0 l\u00fd do c\u1ea7n ph\u1ea3i \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi cho kh\u00e1ch h\u00e0ng \u0111\u1ec3 tr\u00e1nh vi\u1ec7c h\u1ecd chuy\u1ec3n sang s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n<h3>C\u01a1 s\u1edf \u0111\u1ec3 \u0111\u00e0o t\u1ea1o v\u00e0 ph\u00e1t tri\u1ec3n \u0111\u1ed9i ng\u0169<\/h3>\n<p>K\u1ebft qu\u1ea3 QA kh\u00f4ng ch\u1ec9 l\u00e0 nh\u1eefng con s\u1ed1 tr\u00ean b\u00e1o c\u00e1o, ch\u00fang l\u00e0 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/kpis-for-customer-service-representatives\/\">d\u1eef li\u1ec7u th\u1ef1c t\u1ebf ph\u1ea3n \u00e1nh n\u0103ng l\u1ef1c t\u1eebng t\u1ed5ng \u0111\u00e0i vi\u00ean<\/a><\/span>. Supervisor c\u00f3 th\u1ec3 d\u1ef1a v\u00e0o \u0111\u00f3 \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh ai c\u1ea7n \u0111\u01b0\u1ee3c coaching v\u1ec1 k\u1ef9 n\u0103ng x\u1eed l\u00fd t\u1eeb ch\u1ed1i, ai c\u1ea7n c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng l\u1eafng nghe, v\u00e0 ai \u0111ang ho\u1ea1t \u0111\u1ed9ng xu\u1ea5t s\u1eafc c\u1ea7n \u0111\u01b0\u1ee3c khen th\u01b0\u1edfng. D\u1eef li\u1ec7u QA c\u0169ng gi\u00fap b\u1ed9 ph\u1eadn \u0111\u00e0o t\u1ea1o thi\u1ebft k\u1ebf <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/customer-experience-science\/\">ch\u01b0\u01a1ng tr\u00ecnh n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a>\u00a0<\/span>s\u00e1t v\u1edbi th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh h\u01a1n.<\/p>\n<h3><strong>T\u1ea1o ra l\u1ee3i th\u1ebf c\u1ea1nh tranh kh\u00e1c bi\u1ec7t<\/strong><\/h3>\n<p>V\u1edbi c\u00e1c doanh nghi\u1ec7p c\u00f3 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi l\u1edbn, t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng x\u1eed l\u00fd l\u00e0 y\u1ebfu t\u1ed1 ph\u00e2n bi\u1ec7t r\u00f5 r\u00e0ng nh\u1ea5t so v\u1edbi \u0111\u1ed1i th\u1ee7. M\u1ed9t\u00a0ph\u1ea7n m\u1ec1m t\u1ed5ng \u0111\u00e0i m\u1ea1nh k\u1ebft h\u1ee3p v\u1edbi quy tr\u00ecnh QA b\u00e0i b\u1ea3n s\u1ebd gi\u00fap doanh nghi\u1ec7p v\u1eadn h\u00e0nh tr\u01a1n tru, t\u0103ng t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 t\u1eeb l\u1ea7n \u0111\u1ea7u, v\u00e0 t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t th\u1ef1c s\u1ef1 trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u m\u00e0 c\u00e1c \u0111\u1ed1i th\u1ee7 kh\u00f4ng c\u00f3 h\u1ec7 th\u1ed1ng QA nghi\u00eam t\u00fac kh\u00f3 c\u00f3 th\u1ec3 s\u00e1nh k\u1ecbp.<\/p>\n<h2>Quy tr\u00ecnh QA cu\u1ed9c g\u1ecdi chu\u1ea9n<\/h2>\n<p>M\u1ed9t quy tr\u00ecnh QA cu\u1ed9c g\u1ecdi hi\u1ec7u qu\u1ea3 kh\u00f4ng n\u00ean ch\u1ec9 d\u1eebng l\u1ea1i \u1edf b\u01b0\u1edbc &#8220;nghe v\u00e0 ch\u1ea5m \u0111i\u1ec3m&#8221;. \u0110\u1ec3 t\u1ea1o ra c\u1ea3i ti\u1ebfn th\u1ef1c s\u1ef1, quy tr\u00ecnh c\u1ea7n \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf theo v\u00f2ng l\u1eb7p li\u00ean t\u1ee5c v\u1edbi 5 b\u01b0\u1edbc c\u1ed1t l\u00f5i sau:<\/p>\n<p><strong>B\u01b0\u1edbc 1 \u2014 X\u00e2y d\u1ef1ng b\u1ed9 ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 (Scorecard)<\/strong><br \/>\nTr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u b\u1ea5t k\u1ef3 ho\u1ea1t \u0111\u1ed9ng \u0111\u00e1nh gi\u00e1 n\u00e0o, doanh nghi\u1ec7p c\u1ea7n \u0111\u1ecbnh ngh\u0129a r\u00f5 r\u00e0ng &#8220;ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t&#8221; c\u00f3 ngh\u0129a l\u00e0 g\u00ec. B\u1ed9 ti\u00eau ch\u00ed (scorecard) ph\u1ea3i ph\u1ea3n \u00e1nh \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau kinh doanh v\u00e0 \u0111\u1eb7c th\u00f9 c\u1ee7a t\u1eebng lo\u1ea1i cu\u1ed9c g\u1ecdi (Inbound hay Outbound), ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hay b\u00e1n h\u00e0ng. M\u1ed7i ti\u00eau ch\u00ed c\u1ea7n c\u00f3 tr\u1ecdng s\u1ed1,<\/p>\n<ul>\n<li>V\u00ed d\u1ee5: tu\u00e2n th\u1ee7 quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i c\u00f3 th\u1ec3 chi\u1ebfm t\u1ef7 tr\u1ecdng cao h\u01a1n so v\u1edbi ch\u00e0o h\u1ecfi \u0111\u00fang form.<\/li>\n<\/ul>\n<p><strong>B\u01b0\u1edbc 2 \u2014 Thu th\u1eadp v\u00e0 ch\u1ecdn m\u1eabu cu\u1ed9c g\u1ecdi<\/strong><br \/>\nT\u00f9y theo quy m\u00f4 v\u00e0 c\u00f4ng ngh\u1ec7 hi\u1ec7n c\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n theo 2 c\u00e1ch (ho\u1eb7c k\u1ebft h\u1ee3p):<\/p>\n<ul>\n<li>C\u00e1ch 1: Ch\u1ecdn m\u1eabu ng\u1eabu nhi\u00ean m\u1ed9t t\u1ef7 l\u1ec7 nh\u1ea5t \u0111\u1ecbnh trong t\u1ed5ng s\u1ed1 cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c ghi \u00e2m,<\/li>\n<li>C\u00e1ch 2: ho\u1eb7c \u00e1p d\u1ee5ng ph\u00e2n t\u00edch t\u1ef1 \u0111\u1ed9ng to\u00e0n b\u1ed9 100% cu\u1ed9c g\u1ecdi.<\/li>\n<\/ul>\n<p>C\u00e1ch ti\u1ebfp c\u1eadn th\u1ee9 hai ng\u00e0y c\u00e0ng ph\u1ed5 bi\u1ebfn nh\u1edd <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/automatic-customer-care-management\/\">WHO<\/a><\/span>, \u0111\u1eb7c bi\u1ec7t hi\u1ec7u qu\u1ea3 trong vi\u1ec7c ph\u00e1t hi\u1ec7n c\u00e1c cu\u1ed9c g\u1ecdi c\u00f3 r\u1ee7i ro cao c\u1ea7n \u0111\u01b0\u1ee3c review \u01b0u ti\u00ean.<\/p>\n<p><strong>B\u01b0\u1edbc 3 \u2014 \u0110\u00e1nh gi\u00e1 v\u00e0 ch\u1ea5m \u0111i\u1ec3m<\/strong><br \/>\nQA Analyst nghe l\u1ea1i b\u1ea3n ghi \u00e2m (ho\u1eb7c xem transcript \u0111\u01b0\u1ee3c chuy\u1ec3n \u0111\u1ed5i t\u1ef1 \u0111\u1ed9ng) v\u00e0 ch\u1ea5m \u0111i\u1ec3m theo scorecard \u0111\u00e3 thi\u1ebft l\u1eadp.<\/p>\n<p>B\u01b0\u1edbc n\u00e0y \u0111\u00f2i h\u1ecfi s\u1ef1 nh\u1ea5t qu\u00e1n cao \u2014 c\u00f9ng m\u1ed9t cu\u1ed9c g\u1ecdi, hai QA Analyst kh\u00e1c nhau c\u1ea7n cho \u0111i\u1ec3m t\u01b0\u01a1ng \u0111\u1ed3ng. V\u00ec v\u1eady, c\u00e1c doanh nghi\u1ec7p nghi\u00eam t\u00fac th\u01b0\u1eddng t\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i hi\u1ec7u ch\u1ec9nh (calibration session) \u0111\u1ecbnh k\u1ef3 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o \u0111\u1ed9 th\u1ed1ng nh\u1ea5t trong c\u00e1ch hi\u1ec3u v\u00e0 \u00e1p d\u1ee5ng ti\u00eau ch\u00ed.<\/p>\n<p><strong>B\u01b0\u1edbc 4 \u2014 Ph\u1ea3n h\u1ed3i v\u00e0 coaching<\/strong><br \/>\nK\u1ebft qu\u1ea3 \u0111\u00e1nh gi\u00e1 c\u1ea7n \u0111\u01b0\u1ee3c chuy\u1ec3n h\u00f3a th\u00e0nh h\u00e0nh \u0111\u1ed9ng. Supervisor ho\u1eb7c QA lead c\u1ea7n c\u00f3 bu\u1ed5i ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp v\u1edbi t\u1eebng t\u1ed5ng \u0111\u00e0i vi\u00ean, kh\u00f4ng ch\u1ec9 ch\u1ec9 ra l\u1ed7i sai m\u00e0 c\u00f2n gi\u1ea3i th\u00edch t\u1ea1i sao \u0111\u00f3 l\u00e0 v\u1ea5n \u0111\u1ec1 v\u00e0 h\u01b0\u1edbng d\u1eabn c\u00e1ch c\u1ea3i thi\u1ec7n c\u1ee5 th\u1ec3.<\/p>\n<p>Learn more:<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/coaching-skills-training-program-for-managers\/\"> Kh\u00f3a \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng coaching<\/a> chuy\u00ean s\u00e2u<\/span><\/p>\n<p><strong>B\u01b0\u1edbc 5 \u2014 Theo d\u00f5i v\u00e0 c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c<\/strong><br \/>\nQA cu\u1ed9c g\u1ecdi ch\u1ec9 th\u1ef1c s\u1ef1 c\u00f3 gi\u00e1 tr\u1ecb khi d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c t\u1ed5ng h\u1ee3p theo th\u1eddi gian, ph\u00e2n t\u00edch xu h\u01b0\u1edbng v\u00e0 \u0111\u01b0a v\u00e0o v\u00f2ng c\u1ea3i ti\u1ebfn quy tr\u00ecnh.<\/p>\n<p>C\u00e1c ch\u1ec9 s\u1ed1 QA c\u1ea7n \u0111\u01b0\u1ee3c review \u0111\u1ecbnh k\u1ef3, h\u00e0ng tu\u1ea7n ho\u1eb7c h\u00e0ng th\u00e1ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c can thi\u1ec7p \u0111\u00e0o t\u1ea1o v\u00e0 ph\u00e1t hi\u1ec7n s\u1edbm nh\u1eefng v\u1ea5n \u0111\u1ec1 m\u1edbi ph\u00e1t sinh.<\/p>\n<h2><strong>Ca\u0301c ti\u00eau chi\u0301 \u0111a\u0301nh gia\u0301 ch\u00e2\u0301t l\u01b0\u01a1\u0323ng cu\u00f4\u0323c go\u0323i.<\/strong><strong><br \/>\n<\/strong><\/h2>\n<p>Kh\u00f4ng ph\u1ea3i doanh nghi\u1ec7p n\u00e0o c\u0169ng c\u00f3 b\u1ed9 ti\u00eau ch\u00ed QA gi\u1ed1ng nhau, \u0111i\u1ec1u n\u00e0y ho\u00e0n to\u00e0n h\u1ee3p l\u00fd v\u00ec m\u1ee5c ti\u00eau kinh doanh v\u00e0 \u0111\u1eb7c th\u00f9 ng\u00e0nh ngh\u1ec1 kh\u00e1c nhau. Tuy nhi\u00ean, c\u00f3 m\u1ed9t s\u1ed1 nh\u00f3m ti\u00eau ch\u00ed ph\u1ed5 bi\u1ebfn m\u00e0 h\u1ea7u h\u1ebft c\u00e1c Call Center \u0111\u1ec1u c\u1ea7n quan t\u00e2m, chia theo hai lo\u1ea1i h\u00ecnh cu\u1ed9c g\u1ecdi ch\u00ednh.<\/p>\n<h3>Ti\u00eau ch\u00ed QA cho cu\u1ed9c g\u1ecdi Inbound<\/h3>\n<p>Cu\u1ed9c g\u1ecdi Inbound l\u00e0 c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng, h\u1ecd c\u00f3 th\u1ec3 c\u1ea7n h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc, x\u1eed l\u00fd khi\u1ebfu n\u1ea1i, ho\u1eb7c \u0111\u01a1n gi\u1ea3n l\u00e0 t\u00ecm hi\u1ec3u th\u00f4ng tin s\u1ea3n ph\u1ea9m. V\u1edbi lo\u1ea1i cu\u1ed9c g\u1ecdi n\u00e0y, c\u00e1c ch\u1ec9 s\u1ed1 QA th\u01b0\u1eddng t\u1eadp trung v\u00e0o t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i, ch\u1ea5t l\u01b0\u1ee3ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng.<\/p>\n<ul>\n<li><strong>Service level<\/strong><\/li>\n<\/ul>\n<p><strong>Service Level = [S\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi trong ng\u01b0\u1ee1ng \u0111\u1ec1 ra] \/ [S\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c cung c\u1ea5p] x 100.<\/strong><\/p>\n<p><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/how-to-calculate-service-level-in-a-call-center\/\">Service Level<\/a><\/span> cho bi\u1ebft m\u1ee9c \u0111\u1ed9 d\u1ec5 ti\u1ebfp c\u1eadn c\u1ee7a Call Center v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c agent cung c\u1ea5p d\u1ecbch v\u1ee5. Service Level \u0111em \u0111\u1ebfn m\u1ed9t <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/\">g\u00f3c nh\u00ecn to\u00e0n c\u1ea3nh v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a><\/span> v\u00e0 hi\u1ec7u su\u1ea5t ho\u1ea1t \u0111\u1ed9ng t\u1ed5ng \u0111\u00e0i.<\/p>\n<ul>\n<li><strong>First contact resolution<\/strong><\/li>\n<\/ul>\n<p><strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/first-contact-resolution\/\">First contact resolution<\/a><\/span>\u00a0 = (v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean\/ t\u1ed5ng s\u1ed1 v\u1ea5n \u0111\u1ec1 g\u1eb7p ph\u1ea3i t\u1eeb kh\u00e1ch h\u00e0ng) x 100<\/strong><strong><br \/>\n<\/strong><\/p>\n<p>L\u00e0 ch\u1ec9 s\u1ed1 th\u1ec3 hi\u1ec7n s\u1ef1 gi\u1ea3i quy\u1ebft t\u1eeb doanh nghi\u1ec7p ngay t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n cu\u1ed9c g\u1ecdi l\u00ean t\u1ed5ng \u0111\u00e0i. \u0110\u01b0\u1ee3c t\u00ednh theo t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m<\/p>\n<p>N\u1ebfu kh\u00e1ch h\u00e0ng bi\u1ebft r\u1eb1ng h\u1ecd c\u00f3 th\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi th\u1ecfa \u0111\u00e1ng m\u00e0 kh\u00f4ng l\u00e3ng ph\u00ed nhi\u1ec1u th\u1eddi gian c\u1ee7a h\u1ecd, h\u1ecd s\u1ebd h\u00e0i l\u00f2ng h\u01a1n v\u1edbi d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. M\u1ed9t nghi\u00ean c\u1ee9u qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 cho th\u1ea5y:\u00a0 C\u1ee9 t\u0103ng 1% FCR th\u00ec c\u00f3 m\u1ed9t c\u1ea3i thi\u1ec7n 1% trong CSAT (Customer Satisfaction Score).<\/p>\n<ul>\n<li><strong>Average Handling Time ( AHT)<\/strong><\/li>\n<\/ul>\n<p><strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/reduce-call-handling-time\/\">Average Handling Time<\/a><\/span> = Th\u01a1\u0300i l\u01b0\u01a1\u0323ng n\u00f3i + Th\u01a1\u0300i l\u01b0\u01a1\u0323ng ch\u1edd + th\u01a1\u0300i gian x\u01b0\u0309 ly\u0301 d\u01b0\u0303 li\u00ea\u0323u.<\/strong><strong><br \/>\n<\/strong><\/p>\n<p>L\u00e0 ti\u00eau ch\u00ed n\u00e0y cho bi\u1ebft th\u1eddi l\u01b0\u1ee3ng trung b\u00ecnh m\u00e0 m\u1ed9t t\u1ed5ng \u0111\u00e0i vi\u00ean c\u1ea7n \u0111\u1ec3 ho\u00e0n th\u00e0nh xong m\u1ed9t t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng<\/p>\n<p>AHT gi\u00fap doanh nghi\u1ec7p ph\u00e2n lo\u1ea1i c\u00e1c agent theo th\u1ef1c l\u1ef1c nh\u1edd \u0111\u00f3 m\u00e0 qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng s\u1ebd di\u1ec5n ra nhanh ch\u00f3ng v\u00e0 c\u00f3 hi\u1ec7u qu\u1ea3 t\u1ed1t h\u01a1n.<\/p>\n<ul>\n<li><strong>Customer Satisfaction ( CSAT )<\/strong><\/li>\n<\/ul>\n<p><strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">Customer Satisfaction<\/a><\/span> = (T\u1ed5ng \u0111i\u1ec3m \/ S\u1ed1 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t) X 10<i>.<\/i><\/strong><strong><i><br \/>\n<\/i><\/strong><\/p>\n<p>\u0110o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng l\u00e0 r\u1ea5t quan tr\u1ecdng trong vi\u1ec7c l\u00ean k\u1ebf ho\u1ea1ch gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Trung b\u00ecnh, doanh nghi\u1ec7p s\u1ebd m\u1ea5t m\u1ed9t n\u1eeda kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh sau m\u1ed7i n\u0103m n\u1ebfu kh\u00f4ng c\u00f3 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh th\u1ef1c tr\u1ea1ng v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3.\u00a0 Vi\u1ec7c \u0111o l\u01b0\u1eddng h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng gi\u00fap cho c\u00e1c doanh nghi\u1ec7p c\u00f3 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c agent m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t.<b><\/b><\/p>\n<ul>\n<li><b>Net Promoter Score ( NPS )<\/b><\/li>\n<\/ul>\n<p><b><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\">Net Promoter Score<\/a><\/span> =\u00a0 % (Promoters) \u2013 % (Detractors)<\/b><b><br \/>\n<\/b><\/p>\n<p>L\u00e0 ti\u00eau ch\u00ed \u0111o l\u01b0\u1eddng m\u1ee9c s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u00e0 m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u00e0 gi\u1edbi thi\u1ec7u cho nh\u1eefng ng\u01b0\u1eddi xung quanh s\u1eed d\u1ee5ng.<\/p>\n<p>M\u1ee5c \u0111\u00edch ch\u00ednh khi s\u1eed d\u1ee5ng ti\u00eau ch\u00ed n\u00e0y l\u00e0 t\u00ecm ra m\u1ed1i t\u01b0\u01a1ng quan gi\u1eefa nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t v\u00e0 th\u1ef1c t\u1ebf v\u1ec1 m\u1ee9c t\u0103ng tr\u01b0\u1edfng c\u1ee7a doanh nghi\u1ec7p sau \u0111\u00f3.<\/p>\n<h3>Ti\u00eau ch\u00ed QA cho cu\u1ed9c g\u1ecdi Outbound<\/h3>\n<p><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/outbound-contact-center-services\/\">Cu\u1ed9c g\u1ecdi Outbound<\/a><\/span> l\u00e0 c\u00e1c cu\u1ed9c g\u1ecdi do t\u1ed5ng \u0111\u00e0i vi\u00ean ch\u1ee7 \u0111\u1ed9ng th\u1ef1c hi\u1ec7n \u0111\u1ec3 b\u00e1n h\u00e0ng, ch\u0103m s\u00f3c sau mua, kh\u1ea3o s\u00e1t, nh\u1eafc l\u1ecbch, ho\u1eb7c gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/\u01b0u \u0111\u00e3i m\u1edbi. V\u1edbi Outbound, ti\u00eau ch\u00ed QA c\u1ea7n ph\u1ea3n \u00e1nh \u0111\u01b0\u1ee3c c\u1ea3 hi\u1ec7u qu\u1ea3 ti\u1ebfp c\u1eadn l\u1eabn ch\u1ea5t l\u01b0\u1ee3ng n\u1ed9i dung cu\u1ed9c h\u1ed9i tho\u1ea1i.<\/p>\n<p><strong>Call Abandonment Rate (T\u1ef7 l\u1ec7 cu\u1ed9c g\u1ecdi b\u1ecb b\u1ecf)<\/strong><\/p>\n<p>Formula:\u00a0<em>Call Abandonment Rate = ((S\u1ed1 cu\u1ed9c g\u1ecdi th\u1ef1c hi\u1ec7n \u2212 S\u1ed1 cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c ti\u1ebfp nh\u1eadn) \/ S\u1ed1 cu\u1ed9c g\u1ecdi th\u1ef1c hi\u1ec7n) \u00d7 100<\/em><\/p>\n<p>\u0110\u00e2y l\u00e0 t\u1ef7 l\u1ec7 c\u00e1c cu\u1ed9c g\u1ecdi m\u00e0 kh\u00e1ch h\u00e0ng c\u00fap m\u00e1y tr\u01b0\u1edbc khi k\u1ebft n\u1ed1i \u0111\u01b0\u1ee3c v\u1edbi t\u1ed5ng \u0111\u00e0i vi\u00ean. T\u1ef7 l\u1ec7 n\u00e0y cao th\u01b0\u1eddng do th\u1eddi gian ch\u1edd qu\u00e1 l\u00e2u, <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\">IVR system<\/a><\/span> kh\u00f3 hi\u1ec3u, ho\u1eb7c t\u1ed5ng \u0111\u00e0i vi\u00ean kh\u00f4ng \u0111\u1ee7 \u0111\u1ec3 ti\u1ebfp nh\u1eadn. Theo ti\u00eau chu\u1ea9n ng\u00e0nh, t\u1ef7 l\u1ec7 t\u1eeb 2\u20135% \u0111\u01b0\u1ee3c coi l\u00e0 \u1ed5n. N\u1ebfu v\u01b0\u1ee3t qu\u00e1 ng\u01b0\u1ee1ng n\u00e0y, doanh nghi\u1ec7p c\u1ea7n xem l\u1ea1i c\u1ea5u tr\u00fac lu\u1ed3ng cu\u1ed9c g\u1ecdi v\u00e0 n\u0103ng l\u1ef1c nh\u00e2n s\u1ef1 trong c\u00e1c khung gi\u1edd cao \u0111i\u1ec3m.<\/p>\n<p><strong>Average Time on Hold (Th\u1eddi gian ch\u1edd trung b\u00ecnh)<\/strong><\/p>\n<p>Formula:\u00a0<em>Average Time on Hold = T\u1ed5ng th\u1eddi gian gi\u1eef m\u00e1y c\u1ee7a t\u1ea5t c\u1ea3 cu\u1ed9c g\u1ecdi \/ S\u1ed1 cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c x\u1eed l\u00fd<\/em><\/p>\n<p>Kh\u00f4ng ai th\u00edch ch\u1edd \u0111\u1ee3i, v\u00e0 trong b\u1ed1i c\u1ea3nh Outbound, m\u1ed9t cu\u1ed9c g\u1ecdi m\u00e0 kh\u00e1ch h\u00e0ng ph\u1ea3i gi\u1eef m\u00e1y qu\u00e1 l\u00e2u r\u1ea5t d\u1ec5 bi\u1ebfn th\u00e0nh \u1ea5n t\u01b0\u1ee3ng ti\u00eau c\u1ef1c. Nghi\u00ean c\u1ee9u cho th\u1ea5y 60% kh\u00e1ch h\u00e0ng cho r\u1eb1ng ch\u1edd \u0111\u1ee3i d\u00f9 ch\u1ec9 m\u1ed9t ph\u00fat l\u00e0 qu\u00e1 d\u00e0i, v\u00e0 ph\u1ea7n l\u1edbn ch\u1ec9 s\u1eb5n s\u00e0ng ch\u1edd t\u1ed1i \u0111a hai ph\u00fat. Ch\u1ec9 s\u1ed1 n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c gi\u00e1m s\u00e1t theo t\u1eebng khung gi\u1edd \u0111\u1ec3 \u0111i\u1ec1u ph\u1ed1i nh\u00e2n s\u1ef1 ph\u00f9 h\u1ee3p.<\/p>\n<p><strong>Conversion Rate (T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i)<\/strong><\/p>\n<p>\u0110\u1ed1i v\u1edbi c\u00e1c chi\u1ebfn d\u1ecbch Outbound c\u00f3 m\u1ee5c ti\u00eau b\u00e1n h\u00e0ng ho\u1eb7c thu th\u1eadp ph\u1ea3n h\u1ed3i, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i l\u00e0 ch\u1ec9 s\u1ed1 kh\u00f4ng th\u1ec3 thi\u1ebfu. Tuy nhi\u00ean, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i cao nh\u01b0ng \u0111i k\u00e8m v\u1edbi ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c sau \u0111\u00f3 v\u1eabn l\u00e0 k\u1ebft qu\u1ea3 kh\u00f4ng b\u1ec1n v\u1eefng. V\u00ec v\u1eady, ch\u1ec9 s\u1ed1 n\u00e0y n\u00ean \u0111\u01b0\u1ee3c k\u1ebft h\u1ee3p \u0111\u00e1nh gi\u00e1 c\u00f9ng CSAT v\u00e0 NPS \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng d\u00e0i h\u1ea1n.<\/p>\n<p><strong>Tu\u00e2n th\u1ee7 k\u1ecbch b\u1ea3n v\u00e0 quy \u0111\u1ecbnh (Script &amp; Compliance Adherence)<\/strong><\/p>\n<p>\u0110\u1eb7c bi\u1ec7t quan tr\u1ecdng trong c\u00e1c ng\u00e0nh c\u00f3 y\u00eau c\u1ea7u ph\u00e1p l\u00fd cao nh\u01b0 t\u00e0i ch\u00ednh, b\u1ea3o hi\u1ec3m, y t\u1ebf, t\u1ed5ng \u0111\u00e0i vi\u00ean c\u1ea7n \u0111\u1ea3m b\u1ea3o n\u1ed9i dung cu\u1ed9c g\u1ecdi \u0111\u00fang v\u1edbi k\u1ecbch b\u1ea3n \u0111\u01b0\u1ee3c duy\u1ec7t, kh\u00f4ng \u0111\u01b0a ra th\u00f4ng tin sai l\u1ec7ch, v\u00e0 tu\u00e2n th\u1ee7 quy \u0111\u1ecbnh v\u1ec1 b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u c\u00e1 nh\u00e2n. QA trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y kh\u00f4ng ch\u1ec9 b\u1ea3o v\u1ec7 kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n b\u1ea3o v\u1ec7 ch\u00ednh doanh nghi\u1ec7p tr\u01b0\u1edbc r\u1ee7i ro ph\u00e1p l\u00fd.<\/p>\n<h2>Ph\u1ea7n m\u1ec1m QA cu\u1ed9c g\u1ecdi Call Center<\/h2>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-21703 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/QA.webp\" alt=\"QA\" width=\"1920\" height=\"1080\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/QA.webp 1920w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/QA-300x169.webp 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/QA-1024x576.webp 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/QA-768x432.webp 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/QA-1536x864.webp 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2026\/01\/QA-18x10.webp 18w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<p>Ph\u01b0\u01a1ng th\u1ee9c QA truy\u1ec1n th\u1ed1ng, nghe th\u1ee7 c\u00f4ng t\u1eebng b\u1ea3n ghi \u00e2m v\u00e0 \u0111i\u1ec1n v\u00e0o form ch\u1ea5m \u0111i\u1ec3m ng\u00e0y c\u00e0ng b\u1ed9c l\u1ed9 r\u00f5 gi\u1edbi h\u1ea1n c\u1ee7a m\u00ecnh. Khi l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi t\u0103ng l\u00ean h\u00e0ng ngh\u00ecn m\u1ed7i ng\u00e0y, kh\u00f4ng c\u00f3 \u0111\u1ed9i ng\u0169 QA n\u00e0o c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh to\u00e0n di\u1ec7n v\u00e0 nh\u1ea5t qu\u00e1n n\u1ebfu ch\u1ec9 d\u1ef1a v\u00e0o l\u1ea5y m\u1eabu th\u1ee7 c\u00f4ng. \u0110\u00e2y l\u00e0 l\u00fd do t\u1ea1i sao c\u00e1c n\u1ec1n t\u1ea3ng ph\u1ea7n m\u1ec1m QA hi\u1ec7n \u0111\u1ea1i \u0111ang tr\u1edf th\u00e0nh l\u1ef1a ch\u1ecdn kh\u00f4ng th\u1ec3 thi\u1ebfu cho c\u00e1c Call Center c\u00f3 quy m\u00f4 trung b\u00ecnh tr\u1edf l\u00ean.<\/p>\n<p>C\u00e1c n\u1ec1n t\u1ea3ng ph\u1ea7n m\u1ec1m QA cu\u1ed9c g\u1ecdi th\u1ebf h\u1ec7 m\u1edbi th\u01b0\u1eddng t\u00edch h\u1ee3p nh\u1eefng t\u00ednh n\u0103ng c\u1ed1t l\u00f5i sau:<\/p>\n<ul>\n<li><strong>Ghi \u00e2m v\u00e0 l\u01b0u tr\u1eef to\u00e0n b\u1ed9 cu\u1ed9c g\u1ecdi<\/strong>\u00a0\u2014 v\u1edbi kh\u1ea3 n\u0103ng t\u00ecm ki\u1ebfm theo t\u1eeb kh\u00f3a, th\u1eddi gian, t\u1ed5ng \u0111\u00e0i vi\u00ean ho\u1eb7c nh\u00f3m chi\u1ebfn d\u1ecbch c\u1ee5 th\u1ec3.<\/li>\n<li><strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/speech-analysis-call-center\/\">Speech Analytics<\/a><\/span> (Ph\u00e2n t\u00edch gi\u1ecdng n\u00f3i)<\/strong>\u00a0\u2014 c\u00f4ng ngh\u1ec7 AI chuy\u1ec3n \u0111\u1ed5i gi\u1ecdng n\u00f3i th\u00e0nh v\u0103n b\u1ea3n v\u00e0 t\u1ef1 \u0111\u1ed9ng g\u1eafn nh\u00e3n c\u00e1c cu\u1ed9c g\u1ecdi theo c\u1ea3m x\u00fac, t\u1eeb kh\u00f3a r\u1ee7i ro, hay c\u00e1c \u0111o\u1ea1n kh\u00f4ng tu\u00e2n th\u1ee7 k\u1ecbch b\u1ea3n.<\/li>\n<li><strong>Ch\u1ea5m \u0111i\u1ec3m t\u1ef1 \u0111\u1ed9ng (Auto-scoring)<\/strong>\u00a0\u2014 thay v\u00ec nghe t\u1eebng cu\u1ed9c g\u1ecdi, h\u1ec7 th\u1ed1ng c\u00f3 th\u1ec3 t\u1ef1 \u0111\u00e1nh gi\u00e1 100% cu\u1ed9c g\u1ecdi d\u1ef1a tr\u00ean b\u1ed9 ti\u00eau ch\u00ed \u0111\u00e3 \u0111\u01b0\u1ee3c l\u1eadp tr\u00ecnh s\u1eb5n, sau \u0111\u00f3 \u0111\u01b0a ra danh s\u00e1ch \u01b0u ti\u00ean cho QA Analyst review th\u1ee7 c\u00f4ng.<\/li>\n<li><strong>Dashboard v\u00e0 b\u00e1o c\u00e1o theo th\u1eddi gian th\u1ef1c<\/strong>\u00a0\u2014 gi\u00fap supervisor v\u00e0 qu\u1ea3n l\u00fd theo d\u00f5i di\u1ec5n bi\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi ngay trong ca l\u00e0m vi\u1ec7c, kh\u00f4ng ph\u1ea3i ch\u1edd \u0111\u1ebfn cu\u1ed1i ng\u00e0y hay cu\u1ed1i tu\u1ea7n m\u1edbi c\u00f3 b\u00e1o c\u00e1o.<\/li>\n<li><strong>T\u00edch h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng \u0111\u00e0o t\u1ea1o<\/strong>\u00a0\u2014 m\u1ed9t s\u1ed1 n\u1ec1n t\u1ea3ng cho ph\u00e9p g\u1eafn k\u1ebft tr\u1ef1c ti\u1ebfp t\u1eeb k\u1ebft qu\u1ea3 QA sang module \u0111\u00e0o t\u1ea1o, gi\u00fap t\u1ef1 \u0111\u1ed9ng g\u1ee3i \u00fd kh\u00f3a h\u1ecdc ph\u00f9 h\u1ee3p cho t\u1eebng t\u1ed5ng \u0111\u00e0i vi\u00ean d\u1ef1a tr\u00ean \u0111i\u1ec3m y\u1ebfu c\u1ee5 th\u1ec3 c\u1ee7a h\u1ecd.<\/li>\n<\/ul>\n<p>\u0110i\u1ec1u quan tr\u1ecdng c\u1ea7n l\u01b0u \u00fd l\u00e0 ph\u1ea7n m\u1ec1m QA kh\u00f4ng thay th\u1ebf ho\u00e0n to\u00e0n con ng\u01b0\u1eddi, m\u00e0 l\u00e0 c\u00f4ng c\u1ee5 khu\u1ebfch \u0111\u1ea1i hi\u1ec7u qu\u1ea3 c\u1ee7a \u0111\u1ed9i ng\u0169 QA v\u00e0 gi\u00fap h\u1ecd t\u1eadp trung v\u00e0o nh\u1eefng vi\u1ec7c th\u1ef1c s\u1ef1 t\u1ea1o ra gi\u00e1 tr\u1ecb: ph\u00e2n t\u00edch chi\u1ec1u s\u00e2u, coaching c\u00f3 chi\u1ec1u s\u00e2u, v\u00e0 c\u1ea3i ti\u1ebfn quy tr\u00ecnh. Khi k\u1ebft h\u1ee3p v\u1edbi m\u1ed9t <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/phan-mem-call-center\/\">ph\u1ea7n m\u1ec1m t\u1ed5ng \u0111\u00e0i v\u1eadn h\u00e0nh hi\u1ec7u qu\u1ea3<\/a><\/span>, h\u1ec7 th\u1ed1ng QA t\u1ef1 \u0111\u1ed9ng c\u00f3 th\u1ec3 n\u00e2ng hi\u1ec7u su\u1ea5t Inbound v\u00e0 Outbound l\u00ean \u0111\u00e1ng k\u1ec3 m\u00e0 kh\u00f4ng c\u1ea7n t\u0103ng t\u1ef7 l\u1ec7 nh\u00e2n s\u1ef1 QA t\u01b0\u01a1ng \u1ee9ng.<\/p>\n<p>C\u00e1c doanh nghi\u1ec7p \u0111ang t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p Contact Center to\u00e0n di\u1ec7n, bao g\u1ed3m c\u1ea3 h\u1ea1 t\u1ea7ng v\u1eadn h\u00e0nh l\u1eabn quy tr\u00ecnh QA \u2014 c\u00f3 th\u1ec3 tham kh\u1ea3o th\u00eam v\u1ec1\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\">gi\u1ea3i ph\u00e1p outsourcing Call Center chuy\u00ean nghi\u1ec7p<\/a><\/span>, n\u01a1i quy tr\u00ecnh \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi \u0111\u00e3 \u0111\u01b0\u1ee3c chu\u1ea9n h\u00f3a v\u00e0 v\u1eadn h\u00e0nh \u1ed5n \u0111\u1ecbnh qua nhi\u1ec1u n\u0103m kinh nghi\u1ec7m.<\/p>\n<h2>Conclusion<\/h2>\n<p>QA cu\u1ed9c g\u1ecdi kh\u00f4ng ph\u1ea3i l\u00e0 c\u00f4ng vi\u1ec7c &#8220;ki\u1ec3m tra cho c\u00f3&#8221;, \u0111\u00e2y l\u00e0 h\u1ec7 th\u1ed1ng gi\u00fap doanh nghi\u1ec7p kh\u00f4ng ng\u1eebng h\u1ecdc h\u1ecfi t\u1eeb ch\u00ednh nh\u1eefng t\u01b0\u01a1ng t\u00e1c th\u1ef1c t\u1ebf v\u1edbi kh\u00e1ch h\u00e0ng. Khi \u0111\u01b0\u1ee3c tri\u1ec3n khai nghi\u00eam t\u00fac v\u1edbi b\u1ed9 ti\u00eau ch\u00ed r\u00f5 r\u00e0ng, quy tr\u00ecnh nh\u1ea5t qu\u00e1n v\u00e0 c\u00f4ng ngh\u1ec7 h\u1ed7 tr\u1ee3 ph\u00f9 h\u1ee3p, QA cu\u1ed9c g\u1ecdi tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng \u0111\u00f2n b\u1ea9y m\u1ea1nh nh\u1ea5t \u0111\u1ec3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u1ec1n v\u1eefng.<\/p>\n<p>N\u1ebfu b\u1ea1n \u0111ang mu\u1ed1n x\u00e2y d\u1ef1ng ho\u1eb7c n\u00e2ng c\u1ea5p h\u1ec7 th\u1ed1ng QA cho Call Center c\u1ee7a m\u00ecnh, \u0111\u1ed9i ng\u0169 Bellsystem24 Vi\u1ec7t Nam s\u1eb5n s\u00e0ng \u0111\u1ed3ng h\u00e0nh \u2014 t\u1eeb t\u01b0 v\u1ea5n b\u1ed9 ti\u00eau ch\u00ed, \u0111\u1ebfn tri\u1ec3n khai\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\">gi\u1ea3i ph\u00e1p Contact Center<\/a><\/span>\u00a0t\u00edch h\u1ee3p c\u00f4ng ngh\u1ec7 hi\u1ec7n \u0111\u1ea1i.<\/p>","protected":false},"excerpt":{"rendered":"<p>Trong m\u00f4i tr\u01b0\u1eddng\u00a0Call center hi\u1ec7n \u0111\u1ea1i, ch\u1ea5t l\u01b0\u1ee3ng m\u1ed7i cu\u1ed9c g\u1ecdi kh\u00f4ng ch\u1ec9 ph\u1ea3n \u00e1nh n\u0103ng l\u1ef1c c\u1ee7a t\u1ed5ng \u0111\u00e0i [&hellip;]<\/p>","protected":false},"author":1,"featured_media":21703,"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":"default","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 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