{"id":22114,"date":"2026-10-07T10:54:12","date_gmt":"2026-10-07T03:54:12","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=22114"},"modified":"2026-10-07T10:54:12","modified_gmt":"2026-10-07T03:54:12","slug":"qa-cuoc-goi-tu-dong","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/qa-cuoc-goi-tu-dong\/","title":{"rendered":"QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng l\u00e0 g\u00ec? C\u00e1ch tri\u1ec3n khai v\u00e0 ch\u1ea5m \u0111i\u1ec3m"},"content":{"rendered":"

B\u1eb1ng c\u00e1ch k\u1ebft h\u1ee3p nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i v\u00e0 ph\u00e2n t\u00edch ng\u00f4n ng\u1eef, h\u1ec7 th\u1ed1ng QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng ch\u1ea5m \u0111i\u1ec3m to\u00e0n b\u1ed9 ho\u1eb7c ph\u1ea7n l\u1edbn cu\u1ed9c g\u1ecdi theo c\u00f9ng m\u1ed9t b\u1ed9 ti\u00eau ch\u00ed. Nh\u00e0 qu\u1ea3n l\u00fd Contact Center<\/a> nh\u1edd \u0111\u00f3 nh\u00ecn th\u1ea5y b\u1ee9c tranh \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5, c\u00f2n agent c\u00f3 th\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i s\u1edbm thay v\u00ec ch\u1edd \u0111\u1ebfn k\u1ef3 \u0111\u00e1nh gi\u00e1 cu\u1ed1i th\u00e1ng.<\/p>\n

B\u00e0i vi\u1ebft n\u00e0y gi\u1ea3i th\u00edch QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng l\u00e0 g\u00ec, h\u1ec7 th\u1ed1ng ho\u1ea1t \u0111\u1ed9ng ra sao, b\u1ed9 ti\u00eau ch\u00ed ch\u1ea5m \u0111i\u1ec3m g\u1ed3m nh\u1eefng th\u00e0nh ph\u1ea7n n\u00e0o, k\u00e8m v\u00ed d\u1ee5 minh h\u1ecda v\u00e0 c\u00e1c l\u01b0u \u00fd \u0111\u1ec3 tri\u1ec3n khai hi\u1ec7u qu\u1ea3.<\/p>\n

\"QA<\/p>\n

QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng l\u00e0 g\u00ec?<\/h2>\n

QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng (Automated Call Quality Assurance) l\u00e0 ph\u01b0\u01a1ng ph\u00e1p d\u00f9ng ph\u1ea7n m\u1ec1m \u0111\u1ec3 ph\u00e2n t\u00edch v\u00e0 ch\u1ea5m \u0111i\u1ec3m ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi gi\u1eefa t\u1ed5ng \u0111\u00e0i vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean m\u1ed9t b\u1ea3ng ti\u00eau ch\u00ed (scorecard) \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp tr\u01b0\u1edbc. Thay v\u00ec QA vi\u00ean ph\u1ea3i nghe t\u1eebng cu\u1ed9c g\u1ecdi v\u00e0 ch\u1ea5m th\u1ee7 c\u00f4ng, h\u1ec7 th\u1ed1ng QA t\u1ef1 \u0111\u1ed9ng s\u1ebd chuy\u1ec3n gi\u1ecdng n\u00f3i th\u00e0nh v\u0103n b\u1ea3n, \u0111\u1ed1i chi\u1ebfu n\u1ed9i dung v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m cu\u1ed9c g\u1ecdi v\u1edbi ti\u00eau ch\u00ed, r\u1ed3i tr\u1ea3 v\u1ec1 \u0111i\u1ec3m s\u1ed1 c\u00f9ng danh s\u00e1ch c\u00e1c cu\u1ed9c g\u1ecdi c\u1ea7n xem l\u1ea1i.<\/p>\n

So s\u00e1nh gi\u1eefa QA th\u1ee7 c\u00f4ng v\u00e0 t\u1ef1 \u0111\u1ed9ng<\/h3>\n\n\n\n\n<\/colgroup>\n\n\n\n\n\n\n\n
Criteria<\/th>\nQA th\u1ee7 c\u00f4ng<\/th>\nQA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng<\/th>\n<\/tr>\n
Ph\u1ea1m vi ki\u1ec3m tra<\/td>\nM\u1ed9t m\u1eabu nh\u1ecf cu\u1ed9c g\u1ecdi<\/td>\nTo\u00e0n b\u1ed9 ho\u1eb7c ph\u1ea7n l\u1edbn cu\u1ed9c g\u1ecdi<\/td>\n<\/tr>\n
T\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i<\/td>\nTh\u01b0\u1eddng l\u00e0 cu\u1ed1i ng\u00e0y ho\u1eb7c cu\u1ed1i k\u1ef3<\/td>\nG\u1ea7n nh\u01b0 ngay sau cu\u1ed9c g\u1ecdi<\/td>\n<\/tr>\n
Consistency<\/td>\nT\u01b0\u01a1ng \u0111\u1ed1i, v\u1eabn ph\u1ee5 thu\u1ed9c \u0111\u00e1nh gi\u00e1 c\u1ee7a t\u1eebng QA vi\u00ean<\/td>\nG\u1ea7n nh\u01b0 tuy\u1ec7t \u0111\u1ed1i, c\u00f9ng m\u1ed9t ti\u00eau ch\u00ed cho m\u1ecdi cu\u1ed9c g\u1ecdi<\/td>\n<\/tr>\n
Chi ph\u00ed khi quy m\u00f4 t\u0103ng<\/td>\nT\u0103ng nhi\u1ec1u theo s\u1ed1 l\u01b0\u1ee3ng QA vi\u00ean<\/td>\nT\u0103ng \u00edt h\u01a1n<\/td>\n<\/tr>\n
Vai tr\u00f2 c\u1ee7a QA vi\u00ean<\/td>\nNghe v\u00e0 ch\u1ea5m \u0111i\u1ec3m<\/td>\nPh\u00e2n t\u00edch ngo\u1ea1i l\u1ec7, hi\u1ec7u ch\u1ec9nh, b\u00e1o c\u00e1o<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n

M\u1ed9t h\u1ec7 th\u1ed1ng QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng th\u01b0\u1eddng v\u1eadn h\u00e0nh qua n\u0103m b\u01b0\u1edbc n\u1ed1i ti\u1ebfp nhau.<\/p>\n

\"Quy<\/p>\n

B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean l\u00e0 ghi \u00e2m v\u00e0 thu th\u1eadp d\u1eef li\u1ec7u.<\/strong> Cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c ghi \u00e2m t\u1eeb t\u1ed5ng \u0111\u00e0i c\u00f9ng th\u00f4ng tin \u0111i k\u00e8m nh\u01b0 agent ph\u1ee5 tr\u00e1ch, th\u1eddi l\u01b0\u1ee3ng, chi\u1ebfn d\u1ecbch v\u00e0 lo\u1ea1i cu\u1ed9c g\u1ecdi (inbound ho\u1eb7c outbound).<\/p>\n

B\u01b0\u1edbc th\u1ee9 hai l\u00e0 chuy\u1ec3n gi\u1ecdng n\u00f3i th\u00e0nh v\u0103n b\u1ea3n (speech-to-text) v\u00e0 t\u00e1ch ri\u00eang l\u1eddi c\u1ee7a agent v\u1edbi l\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng.<\/strong> \u0110\u1ed9 ch\u00ednh x\u00e1c \u1edf b\u01b0\u1edbc n\u00e0y quy\u1ebft \u0111\u1ecbnh ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a m\u1ecdi b\u01b0\u1edbc sau, nh\u1ea5t l\u00e0 v\u1edbi ng\u00f4n ng\u1eef c\u00f3 nhi\u1ec1u gi\u1ecdng v\u00f9ng mi\u1ec1n v\u00e0 thu\u1eadt ng\u1eef chuy\u00ean ng\u00e0nh.<\/p>\n

B\u01b0\u1edbc th\u1ee9 ba l\u00e0 ph\u00e2n t\u00edch.<\/strong> H\u1ec7 th\u1ed1ng ph\u00e2n t\u00edch ng\u00f4n ng\u1eef (NLP) nh\u1eadn di\u1ec7n n\u1ed9i dung t\u01b0 v\u1ea5n, c\u00e1c c\u00e2u b\u1eaft bu\u1ed9c, t\u1eeb ng\u1eef b\u1ecb c\u1ea5m v\u00e0 \u00fd \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng. Ph\u00e2n t\u00edch \u00e2m thanh \u0111o c\u00e1c y\u1ebfu t\u1ed1 nh\u01b0 th\u1eddi gian im l\u1eb7ng, vi\u1ec7c ng\u1eaft l\u1eddi, t\u1ed1c \u0111\u1ed9 n\u00f3i. M\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p c\u00f2n ph\u00e2n t\u00edch tone gi\u1ecdng v\u00e0 c\u1ea3m x\u00fac (Sentiment analysis), nh\u01b0ng \u0111\u1ed9 ch\u00ednh x\u00e1c \u1edf ph\u1ea7n n\u00e0y hi\u1ec7n ch\u01b0a tuy\u1ec7t \u0111\u1ed1i, n\u00ean ch\u1ec9 d\u00f9ng nh\u01b0 t\u00edn hi\u1ec7u tham kh\u1ea3o.<\/p>\n

B\u01b0\u1edbc th\u1ee9 t\u01b0 l\u00e0 ch\u1ea5m \u0111i\u1ec3m.<\/strong> K\u1ebft qu\u1ea3 ph\u00e2n t\u00edch \u0111\u01b0\u1ee3c \u0111\u1ed1i chi\u1ebfu v\u1edbi scorecard, m\u1ed7i ti\u00eau ch\u00ed c\u00f3 tr\u1ecdng s\u1ed1 ri\u00eang, r\u1ed3i quy \u0111\u1ed5i th\u00e0nh \u0111i\u1ec3m t\u1ed5ng cho t\u1eebng cu\u1ed9c g\u1ecdi.<\/p>\n

B\u01b0\u1edbc cu\u1ed1i c\u00f9ng l\u00e0 b\u00e1o c\u00e1o v\u00e0 ph\u1ea3n h\u1ed3i.<\/strong> \u0110i\u1ec3m s\u1ed1 hi\u1ec3n th\u1ecb tr\u00ean dashboard, c\u00e1c cu\u1ed9c g\u1ecdi vi ph\u1ea1m ho\u1eb7c d\u01b0\u1edbi ng\u01b0\u1ee1ng \u0111\u01b0\u1ee3c g\u1eafn c\u1edd (red flag) \u0111\u1ec3 QA vi\u00ean v\u00e0 team leader xem l\u1ea1i, v\u00e0 d\u1eef li\u1ec7u \u0111\u1ea7u cu\u1ed1i \u0111\u01b0\u1ee3c d\u00f9ng cho coaching agent.<\/p>\n

C\u00e1c th\u00e0nh ph\u1ea7n ch\u1ea5m \u0111i\u1ec3m trong QA cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng<\/h2>\n

M\u1ed9t scorecard ch\u1ea5m \u0111i\u1ec3m cu\u1ed9c g\u1ecdi hi\u1ec7u qu\u1ea3 c\u1ea7n ba th\u00e0nh ph\u1ea7n: nh\u00f3m ti\u00eau ch\u00ed, tr\u1ecdng s\u1ed1 v\u00e0 \u0111i\u1ec3m li\u1ec7t.<\/p>\n

B\u1ea3ng d\u01b0\u1edbi \u0111\u00e2y l\u00e0 v\u00ed d\u1ee5 tham kh\u1ea3o cho cu\u1ed9c g\u1ecdi ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a> m\u00e0 ch\u00fang t\u00f4i t\u1eebng \u00e1p d\u1ee5ng cho m\u1ed9t d\u1ef1 \u00e1n CSKH. Tr\u1ecdng s\u1ed1 c\u1ea7n \u0111i\u1ec1u ch\u1ec9nh theo ng\u00e0nh v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a t\u1eebng chi\u1ebfn d\u1ecbch.<\/p>\n\n\n\n\n<\/colgroup>\n\n\n\n\n\n\n\n
Nh\u00f3m ti\u00eau ch\u00ed<\/th>\nCriteria<\/th>\nTr\u1ecdng s\u1ed1<\/th>\n<\/tr>\n
M\u1edf \u0111\u1ea7u v\u00e0 k\u1ebft th\u00fac<\/td>\nCh\u00e0o theo chu\u1ea9n, c\u00e1 nh\u00e2n h\u00f3a, x\u00e1c nh\u1eadn th\u00f4ng tin kh\u00e1ch h\u00e0ng, t\u00f3m t\u1eaft v\u00e0 c\u1ea3m \u01a1n<\/td>\n10%<\/td>\n<\/tr>\n
K\u1ef9 n\u0103ng giao ti\u1ebfp<\/td>\nT\u1ed1c \u0111\u1ed9 n\u00f3i, th\u1eddi gian im l\u1eb7ng, kh\u00f4ng ng\u1eaft l\u1eddi, c\u00e1c c\u00e2u th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u1ed3ng c\u1ea3m<\/td>\n25%<\/td>\n<\/tr>\n
Nghi\u1ec7p v\u1ee5<\/td>\n\u0110\u00fang k\u1ecbch b\u1ea3n, th\u00f4ng tin ch\u00ednh x\u00e1c, \u0111\u1ee7 n\u1ed9i dung b\u1eaft bu\u1ed9c<\/td>\n30%<\/td>\n<\/tr>\n
Problem solving<\/td>\nNh\u1eadn di\u1ec7n \u0111\u00fang nhu c\u1ea7u, x\u1eed l\u00fd \u0111\u1ebfn c\u00f9ng, x\u00e1c nh\u1eadn kh\u00e1ch \u0111\u00e3 hi\u1ec3u, ch\u1ed1t b\u01b0\u1edbc ti\u1ebfp theo<\/td>\n25%<\/td>\n<\/tr>\n
Tu\u00e2n th\u1ee7<\/td>\n\u0110\u1ecdc \u0111\u1ee7 c\u00e2u b\u1eaft bu\u1ed9c, kh\u00f4ng d\u00f9ng t\u1eeb c\u1ea5m, b\u1ea3o m\u1eadt th\u00f4ng tin<\/td>\n10%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Nh\u00f3m giao ti\u1ebfp l\u00e0 nh\u00f3m kh\u00f3 ch\u1ea5m t\u1ef1 \u0111\u1ed9ng nh\u1ea5t. C\u00e1c ti\u00eau ch\u00ed d\u1ef1a tr\u00ean n\u1ed9i dung l\u1eddi n\u00f3i v\u00e0 s\u1ed1 \u0111o \u00e2m thanh, nh\u01b0 c\u00e2u b\u1eaft bu\u1ed9c, t\u1eeb c\u1ea5m, ng\u1eaft l\u1eddi hay th\u1eddi gian im l\u1eb7ng, cho k\u1ebft qu\u1ea3 \u0111\u00e1ng tin c\u1eady h\u01a1n c\u00e1c ti\u00eau ch\u00ed d\u1ef1a tr\u00ean tone gi\u1ecdng v\u00e0 c\u1ea3m x\u00fac, v\u1ed1n hi\u1ec7n ch\u01b0a \u0111\u01b0\u1ee3c h\u1ec7 th\u1ed1ng \u0111\u00e1nh gi\u00e1 ch\u00ednh x\u00e1c tuy\u1ec7t \u0111\u1ed1i. V\u00ec v\u1eady, ti\u00eau ch\u00ed v\u1ec1 th\u00e1i \u0111\u1ed9 n\u00ean \u0111\u01b0\u1ee3c c\u1ee5 th\u1ec3 h\u00f3a th\u00e0nh h\u00e0nh vi quan s\u00e1t \u0111\u01b0\u1ee3c, v\u00e0 QA vi\u00ean v\u1eabn l\u00e0 ng\u01b0\u1eddi ki\u1ec3m ch\u1ee9ng cu\u1ed1i c\u00f9ng.<\/p>\n

C\u00e1c l\u1ed7i nghi\u00eam tr\u1ecdng n\u00ean \u0111\u01b0\u1ee3c x\u1eed l\u00fd b\u1eb1ng \u0111i\u1ec3m li\u1ec7t thay v\u00ec ch\u1ec9 tr\u1eeb \u0111i\u1ec3m theo tr\u1ecdng s\u1ed1. Ch\u1eb3ng h\u1ea1n nh\u01b0, t\u1ed5ng \u0111\u00e0i vi\u00ean cung c\u1ea5p th\u00f4ng tin sai l\u1ec7ch v\u1ec1 s\u1ea3n ph\u1ea9m, ti\u1ebft l\u1ed9 th\u00f4ng tin c\u00e1 nh\u00e2n sai quy tr\u00ecnh ho\u1eb7c th\u00e1i \u0111\u1ed9 thi\u1ebfu t\u00f4n tr\u1ecdng kh\u00e1ch h\u00e0ng s\u1ebd khi\u1ebfn cu\u1ed9c g\u1ecdi b\u1ecb \u0111\u00e1nh tr\u01b0\u1ee3t, b\u1ea5t k\u1ec3 c\u00e1c nh\u00f3m kh\u00e1c \u0111\u1ea1t \u0111i\u1ec3m cao \u0111\u1ebfn \u0111\u00e2u. C\u00e1ch n\u00e0y tr\u00e1nh t\u00ecnh hu\u1ed1ng m\u1ed9t cu\u1ed9c g\u1ecdi vi ph\u1ea1m nghi\u00eam tr\u1ecdng v\u1eabn \u0111\u1ea1t \u0111i\u1ec3m t\u1ed5ng cao.<\/p>\n

\u0110i\u1ec3m t\u1ed5ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c quy \u0111\u1ed5i theo thang 100 v\u00e0 g\u1eafn v\u1edbi c\u00e1c ng\u01b0\u1ee1ng h\u00e0nh \u0111\u1ed9ng: ng\u01b0\u1ee1ng \u0111\u1ea1t, ng\u01b0\u1ee1ng c\u1ea7n coaching v\u00e0 ng\u01b0\u1ee1ng c\u1ea7n xem x\u00e9t l\u1ea1i ngay.<\/p>\n

L\u01b0u \u00fd r\u1eb1ng, \u0111\u1ec3 scorecard c\u00f3 \u00fd ngh\u0129a qu\u1ea3n tr\u1ecb, c\u00e1c nh\u00f3m ti\u00eau ch\u00ed n\u00ean li\u00ean k\u1ebft v\u1edbi nh\u1eefng ch\u1ec9 s\u1ed1 kinh doanh doanh nghi\u1ec7p \u0111ang theo d\u00f5i, nh\u01b0 CSAT<\/a>, FCR<\/a> v\u00e0 c\u00e1c KPI c\u1ee7a nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a>. Ph\u1ea7n nghi\u1ec7p v\u1ee5 c\u0169ng n\u00ean b\u00e1m s\u00e1t k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i<\/a> \u0111\u00e3 chu\u1ea9n h\u00f3a, v\u00ec h\u1ec7 th\u1ed1ng ch\u1ec9 ch\u1ea5m \u0111\u00fang khi k\u1ecbch b\u1ea3n v\u00e0 ti\u00eau ch\u00ed th\u1ed1ng nh\u1ea5t v\u1edbi nhau.<\/p>\n

V\u00ed d\u1ee5 minh h\u1ecda ch\u1ea5m \u0111i\u1ec3m m\u1ed9t cu\u1ed9c g\u1ecdi<\/h2>\n

V\u00ed d\u1ee5 d\u01b0\u1edbi \u0111\u00e2y mang t\u00ednh minh h\u1ecda, nh\u1eb1m cho th\u1ea5y scorecard v\u1eadn h\u00e0nh nh\u01b0 th\u1ebf n\u00e0o trong th\u1ef1c t\u1ebf. (\u0110\u00e2y kh\u00f4ng ph\u1ea3i s\u1ed1 li\u1ec7u c\u1ee7a m\u1ed9t d\u1ef1 \u00e1n c\u1ee5 th\u1ec3 t\u1ea1i BSV)<\/p>\n

M\u1ed9t kh\u00e1ch h\u00e0ng g\u1ecdi \u0111\u1ebfn t\u1ed5ng \u0111\u00e0i \u0111\u1ec3 h\u1ecfi v\u1ec1 ph\u00ed duy tr\u00ec d\u1ecbch v\u1ee5. Cu\u1ed9c g\u1ecdi k\u00e9o d\u00e0i 4 ph\u00fat 30 gi\u00e2y. H\u1ec7 th\u1ed1ng ghi nh\u1eadn v\u00e0 ch\u1ea5m nh\u01b0 sau.<\/p><\/blockquote>\n\n\n\n\n<\/colgroup>\n\n\n\n\n\n\n\n\n
Nh\u00f3m ti\u00eau ch\u00ed<\/th>\nPoint<\/th>\nNh\u1eadn x\u00e9t c\u1ee7a h\u1ec7 th\u1ed1ng<\/th>\n<\/tr>\n
M\u1edf \u0111\u1ea7u v\u00e0 k\u1ebft th\u00fac<\/td>\n9\/10<\/td>\nCh\u00e0o \u0111\u00fang chu\u1ea9n, thi\u1ebfu c\u00e2u t\u00f3m t\u1eaft cu\u1ed1i cu\u1ed9c g\u1ecdi<\/td>\n<\/tr>\n
K\u1ef9 n\u0103ng giao ti\u1ebfp<\/td>\n18\/25<\/td>\nNg\u1eaft l\u1eddi kh\u00e1ch hai l\u1ea7n, t\u1ed1c \u0111\u1ed9 n\u00f3i nhanh khi gi\u1ea3i th\u00edch v\u1ec1 ph\u00ed<\/td>\n<\/tr>\n
Nghi\u1ec7p v\u1ee5 v\u00e0 n\u1ed9i dung t\u01b0 v\u1ea5n<\/td>\n27\/30<\/td>\nTh\u00f4ng tin ch\u00ednh x\u00e1c, thi\u1ebfu m\u1ed9t \u00fd trong k\u1ecbch b\u1ea3n<\/td>\n<\/tr>\n
Problem solving<\/td>\n20\/25<\/td>\nCh\u01b0a x\u00e1c nh\u1eadn kh\u00e1ch \u0111\u00e3 hi\u1ec3u, ch\u01b0a ch\u1ed1t b\u01b0\u1edbc ti\u1ebfp theo<\/td>\n<\/tr>\n
Tu\u00e2n th\u1ee7 quy \u0111\u1ecbnh<\/td>\n10\/10<\/td>\n\u0110\u1ee7 c\u00e2u b\u1eaft bu\u1ed9c, kh\u00f4ng c\u00f3 t\u1eeb c\u1ea5m<\/td>\n<\/tr>\n
Total<\/td>\n84\/100<\/td>\n\u0110\u1ea1t, g\u1eafn c\u1edd coaching v\u1ec1 k\u1ef9 n\u0103ng l\u1eafng nghe<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

V\u1edbi ng\u01b0\u1ee1ng \u0111\u1ea1t \u0111\u01b0\u1ee3c quy \u0111\u1ecbnh l\u00e0 80 \u0111i\u1ec3m, cu\u1ed9c g\u1ecdi n\u00e0y v\u1eabn \u0111\u1ea1t, nh\u01b0ng h\u1ec7 th\u1ed1ng v\u1eabn g\u1eafn c\u1edd nh\u00f3m giao ti\u1ebfp \u0111\u1ec3 team leader coaching agent v\u1ec1 vi\u1ec7c kh\u00f4ng ng\u1eaft l\u1eddi v\u00e0 \u0111i\u1ec1u ch\u1ec9nh t\u1ed1c \u0111\u1ed9 n\u00f3i. V\u1edbi QA th\u1ee7 c\u00f4ng, l\u1ed7i ki\u1ec3u n\u00e0y d\u1ec5 b\u1ecb b\u1ecf s\u00f3t n\u1ebfu cu\u1ed9c g\u1ecdi kh\u00f4ng n\u1eb1m trong m\u1eabu \u0111\u01b0\u1ee3c nghe.<\/p>\n

B\u00e0i to\u00e1n c\u00e0ng r\u00f5 khi v\u1eadn h\u00e0nh \u1edf quy m\u00f4 l\u1edbn. V\u1edbi kho\u1ea3ng 500.000<\/strong> t\u01b0\u01a1ng t\u00e1c \u0111\u01b0\u1ee3c x\u1eed l\u00fd m\u1ed7i ng\u00e0y trong h\u1ec7 th\u1ed1ng c\u1ee7a Bellsystem24 Vietnam (BSV)<\/strong>, vi\u1ec7c ki\u1ec3m tra th\u1ee7 c\u00f4ng kh\u00f3 c\u00f3 th\u1ec3 bao ph\u1ee7 to\u00e0n b\u1ed9 ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi. Ph\u1ea7n m\u1ec1m Call Center<\/a>\u00a0c\u1ee7a BSV b\u1eaft bu\u1ed9c ph\u1ea3i t\u00edch h\u1ee3p QA t\u1ef1 \u0111\u1ed9ng c\u00f9ng Real-time Monitoring v\u00e0 b\u00e1o c\u00e1o chuy\u00ean s\u00e2u \u0111\u1ec3 x\u1eed l\u00fd.<\/p>\n

Hai m\u00f4 h\u00ecnh tri\u1ec3n khai QA: theo k\u1ecbch b\u1ea3n v\u00e0 c\u00f3 \u0111\u00e1nh gi\u00e1 c\u1ea3m x\u00fac<\/h2>\n

QA t\u1ef1 \u0111\u1ed9ng c\u00f3 hai h\u01b0\u1edbng tri\u1ec3n khai ch\u00ednh.<\/p>\n

M\u00f4 h\u00ecnh QA theo k\u1ecbch b\u1ea3n<\/strong> \u0111\u1ed1i chi\u1ebfu n\u1ed9i dung cu\u1ed9c g\u1ecdi v\u1edbi k\u1ecbch b\u1ea3n v\u00e0 b\u1ed9 ti\u00eau ch\u00ed \u0111\u00e3 x\u00e2y d\u1ef1ng, ph\u00f9 h\u1ee3p khi m\u1ee5c ti\u00eau l\u00e0 ki\u1ec3m so\u00e1t tu\u00e2n th\u1ee7 quy tr\u00ecnh nghi\u1ec7p v\u1ee5.<\/p>\n

M\u00f4 h\u00ecnh QA c\u00f3 \u0111\u00e1nh gi\u00e1 c\u1ea3m x\u00fac<\/strong> b\u1ed5 sung l\u1edbp ph\u00e2n t\u00edch tone gi\u1ecdng v\u00e0 c\u1ea3m x\u00fac c\u1ee7a agent, nh\u01b0ng nh\u01b0 \u0111\u00e3 n\u00eau, ph\u1ea7n n\u00e0y v\u1eabn \u0111\u1ea1t s\u1ef1 ch\u00ednh x\u00e1c cao nh\u01b0ng ch\u01b0a tuy\u1ec7t \u0111\u1ed1i do gi\u1edbi h\u1ea1n c\u1ee7a c\u00f4ng ngh\u1ec7, v\u00ec th\u1ebf n\u00ean d\u00f9ng \u0111\u1ec3 tham kh\u1ea3o, v\u00e0 k\u1ebft h\u1ee3p v\u1edbi \u0111\u00e1nh gi\u00e1 c\u1ee7a QA vi\u00ean.<\/p>\n

V\u1ec1 chi ph\u00ed, c\u1ea3 hai m\u00f4 h\u00ecnh th\u01b0\u1eddng \u0111\u01b0\u1ee3c ch\u00e0o gi\u00e1 theo g\u00f3i, g\u1ed3m hai nh\u00f3m kho\u1ea3n m\u1ee5c.<\/p>\n