Service Level l\u00e0 m\u1ed9t trong nh\u1eefng KPI \u0111\u01b0\u1ee3c nh\u1eafc \u0111\u1ebfn nhi\u1ec1u nh\u1ea5t trong ng\u00e0nh Call Center, nh\u01b0ng l\u1ea1i l\u00e0 ch\u1ec9 s\u1ed1 d\u1ec5 b\u1ecb hi\u1ec3u sai ho\u1eb7c t\u00ednh sai nh\u1ea5t.<\/p>\n
B\u00e0i vi\u1ebft n\u00e0y s\u1ebd l\u00e0m r\u00f5 Service Level l\u00e0 g\u00ec, c\u00f4ng th\u1ee9c t\u00ednh chu\u1ea9n, v\u00ed d\u1ee5 minh h\u1ecda c\u1ee5 th\u1ec3, v\u00e0 nh\u1eefng l\u01b0u \u00fd quan tr\u1ecdng khi \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 n\u00e0y trong th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh Call Center.<\/p>\n
Service Level (SL)<\/strong> l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m cu\u1ed9c g\u1ecdi \u0111\u1ebfn \u0111\u01b0\u1ee3c nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i tr\u1ea3 l\u1eddi trong m\u1ed9t kho\u1ea3ng th\u1eddi gian quy \u0111\u1ecbnh. \u0110\u00e2y l\u00e0 m\u1ed9t con s\u1ed1 c\u1ee5 th\u1ec3, \u0111\u01b0\u1ee3c t\u00ednh to\u00e1n h\u00e0ng ng\u00e0y, h\u00e0ng gi\u1edd, th\u1eadm ch\u00ed theo t\u1eebng khung th\u1eddi gian trong ca l\u00e0m vi\u1ec7c.<\/p>\n Ph\u00e2n bi\u1ec7t SL v\u1edbi SLA.<\/strong><\/p>\n SLA<\/strong> (Service Level Agreement) l\u00e0 v\u0103n b\u1ea3n th\u1ecfa thu\u1eadn gi\u1eefa doanh nghi\u1ec7p v\u00e0 b\u00ean cung c\u1ea5p d\u1ecbch v\u1ee5 (v\u00ed d\u1ee5 \u0111\u1ed1i t\u00e1c Call Center thu\u00ea ngo\u00e0i), trong \u0111\u00f3 quy \u0111\u1ecbnh r\u00f5 m\u1ee9c Service Level cam k\u1ebft c\u00f9ng c\u00e1c \u0111i\u1ec1u kho\u1ea3n li\u00ean quan nh\u01b0 h\u00ecnh ph\u1ea1t n\u1ebfu kh\u00f4ng \u0111\u1ea1t, ph\u1ea1m vi \u00e1p d\u1ee5ng.<\/p>\n N\u00f3i c\u00e1ch kh\u00e1c, Service Level l\u00e0 ch\u1ec9 s\u1ed1<\/strong>, c\u00f2n SLA l\u00e0 h\u1ee3p \u0111\u1ed3ng ch\u1ee9a ch\u1ec9 s\u1ed1 \u0111\u00f3<\/strong>. S\u1ef1 nh\u1ea7m l\u1eabn gi\u1eefa hai kh\u00e1i ni\u1ec7m n\u00e0y kh\u00e1 ph\u1ed5 bi\u1ebfn, nh\u01b0ng trong c\u00e1c b\u00e1o c\u00e1o v\u1eadn h\u00e0nh v\u00e0 khi \u0111\u00e0m ph\u00e1n v\u1edbi \u0111\u1ed1i t\u00e1c outsourcing, vi\u1ec7c ph\u00e2n bi\u1ec7t r\u00f5 r\u00e0ng gi\u00fap doanh nghi\u1ec7p tr\u00e1nh hi\u1ec3u sai v\u1ec1 tr\u00e1ch nhi\u1ec7m v\u00e0 cam k\u1ebft gi\u1eefa hai b\u00ean.<\/p>\n C\u00f4ng th\u1ee9c ph\u1ed5 bi\u1ebfn nh\u1ea5t \u0111\u01b0\u1ee3c c\u00e1c Call Center<\/a> tr\u00ean th\u1ebf gi\u1edbi \u00e1p d\u1ee5ng:<\/p>\n Service Level (%) = (S\u1ed1 cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi trong ng\u01b0\u1ee1ng th\u1eddi gian quy \u0111\u1ecbnh \u00f7 T\u1ed5ng s\u1ed1 cu\u1ed9c g\u1ecdi \u0111\u1ebfn) \u00d7 100<\/strong><\/p>\n<\/blockquote>\n Trong \u0111\u00f3, “ng\u01b0\u1ee1ng th\u1eddi gian quy \u0111\u1ecbnh” th\u01b0\u1eddng \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n d\u01b0\u1edbi d\u1ea1ng t\u1ef7 l\u1ec7 X\/Y, v\u00ed d\u1ee5 80\/20<\/strong> \u2013 ngh\u0129a l\u00e0 m\u1ee5c ti\u00eau 80% cu\u1ed9c g\u1ecdi ph\u1ea3i \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi trong v\u00f2ng 20 gi\u00e2y.<\/p>\n Ng\u01b0\u1ee1ng n\u00e0y do doanh nghi\u1ec7p t\u1ef1 thi\u1ebft l\u1eadp d\u1ef1a tr\u00ean \u0111\u1eb7c th\u00f9 ng\u00e0nh, k\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng v\u00e0 n\u0103ng l\u1ef1c v\u1eadn h\u00e0nh th\u1ef1c t\u1ebf, kh\u00f4ng c\u00f3 m\u1ed9t con s\u1ed1 “\u0111\u00fang” chung cho t\u1ea5t c\u1ea3.<\/p>\n M\u1ed9t t\u1ed5ng \u0111\u00e0i trong m\u1ed9t gi\u1edd nh\u1eadn \u0111\u01b0\u1ee3c 170 cu\u1ed9c g\u1ecdi<\/strong>. Trong \u0111\u00f3, 136 cu\u1ed9c g\u1ecdi<\/strong> \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi trong v\u00f2ng 20 gi\u00e2y theo m\u1ee5c ti\u00eau \u0111\u1ec1 ra.<\/p>\n \u00c1p d\u1ee5ng c\u00f4ng th\u1ee9c, ta c\u00f3:<\/p>\n Service Level = (136 \u00f7 170) \u00d7 100 = 80%<\/strong><\/p>\n<\/blockquote>\n N\u1ebfu m\u1ee5c ti\u00eau ban \u0111\u1ea7u l\u00e0 \u0111\u1ea1t ng\u01b0\u1ee1ng 80\/20, t\u1ed5ng \u0111\u00e0i n\u00e0y \u0111ang \u0111\u1ea1t \u0111\u00fang m\u1ee5c ti\u00eau<\/strong> \u0111\u1ec1 ra trong khung gi\u1edd \u0111\u00f3.<\/p>\n \u0110\u00e2y l\u00e0 ph\u00e9p t\u00ednh \u0111\u01a1n gi\u1ea3n, nh\u01b0ng \u0111\u1ec3 s\u1ed1 li\u1ec7u ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh, doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd c\u00e1ch x\u00e1c \u0111\u1ecbnh “cu\u1ed9c g\u1ecdi \u0111\u1ebfn” v\u00e0 “cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi” m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n, tr\u00e1nh lo\u1ea1i tr\u1eeb c\u00f3 ch\u1ecdn l\u1ecdc c\u00e1c cu\u1ed9c g\u1ecdi b\u1ea5t l\u1ee3i (v\u00ed d\u1ee5 b\u1ecf qua cu\u1ed9c g\u1ecdi nh\u1ee1 v\u00e0o gi\u1edd cao \u0111i\u1ec3m) khi\u1ebfn ch\u1ec9 s\u1ed1 b\u1ecb l\u00e0m \u0111\u1eb9p m\u1ed9t c\u00e1ch thi\u1ebfu minh b\u1ea1ch.<\/p>\n V\u00ec m\u1ed7i l\u0129nh v\u1ef1c l\u00e0 kh\u00e1c nhau, do \u0111\u00f3 kh\u00f4ng c\u00f3 m\u1ed9t chu\u1ea9n Service Level \u00e1p d\u1ee5ng chung cho m\u1ecdi l\u0129nh v\u1ef1c. Nh\u01b0ng b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o m\u1ed9t s\u1ed1 m\u1ee9c th\u01b0\u1eddng g\u1eb7p:<\/p>\n Vi\u1ec7c l\u1ef1a ch\u1ecdn ng\u01b0\u1ee1ng ph\u00f9 h\u1ee3p c\u1ea7n c\u00e2n b\u1eb1ng gi\u1eefa k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 chi ph\u00ed nh\u00e2n s\u1ef1 th\u1ef1c t\u1ebf, ng\u01b0\u1ee1ng c\u00e0ng cao \u0111\u00f2i h\u1ecfi c\u00e0ng nhi\u1ec1u Agent tr\u1ef1c \u0111\u1ed3ng th\u1eddi, k\u00e9o theo chi ph\u00ed v\u1eadn h\u00e0nh t\u0103ng t\u01b0\u01a1ng \u1ee9ng.<\/p>\n V\u1edbi kinh nghi\u1ec7m v\u1eadn h\u00e0nh Call Center nhi\u1ec1u n\u0103m, BSV nh\u1eadn th\u1ea5y r\u1eb1ng vi\u1ec7c c\u1ea3i thi\u1ec7n Service Level kh\u00f4ng \u0111\u01a1n thu\u1ea7n l\u00e0 t\u0103ng s\u1ed1 l\u01b0\u1ee3ng Agent, m\u00e0 c\u1ea7n c\u00f3 ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn \u0111\u1ed3ng b\u1ed9 tr\u00ean nhi\u1ec1u kh\u00eda c\u1ea1nh v\u1eadn h\u00e0nh:<\/p>\n T\u1ed1i \u01b0u l\u1eadp k\u1ebf ho\u1ea1ch nh\u00e2n s\u1ef1 theo d\u1eef li\u1ec7u l\u1ecbch s\u1eed:<\/strong> N\u1ebfu c\u00f3 s\u1ed1 li\u1ec7u, h\u00e3y ph\u00e2n t\u00edch l\u01b0u l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi theo khung gi\u1edd, ng\u00e0y trong tu\u1ea7n \u0111\u1ec3 x\u1ebfp ca ch\u00ednh x\u00e1c h\u01a1n, thay v\u00ec ph\u00e2n b\u1ed5 nh\u00e2n s\u1ef1 \u0111\u1ed3ng \u0111\u1ec1u ho\u1eb7c d\u1ef1a v\u00e0o c\u1ea3m t\u00ednh\/t\u1ef1 d\u1ef1 \u0111o\u00e1n.<\/p>\n R\u00fat ng\u1eafn AHT h\u1ee3p l\u00fd:<\/strong> AHT c\u00f3 th\u1ec3 r\u00fat ng\u1eafn n\u1ebfu bi\u1ebft c\u00e1ch chu\u1ea9n h\u00f3a k\u1ecbch b\u1ea3n x\u1eed l\u00fd<\/a>, trang b\u1ecb c\u00f4ng c\u1ee5 tra c\u1ee9u th\u00f4ng tin nhanh cho Agent, nh\u01b0ng kh\u00f4ng \u0111\u00e1nh \u0111\u1ed5i b\u1eb1ng ch\u1ea5t l\u01b0\u1ee3ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n \u1ee8ng d\u1ee5ng c\u00f4ng ngh\u1ec7 gi\u00e1m s\u00e1t th\u1eddi gian th\u1ef1c:<\/strong> C\u00e1c n\u1ec1n t\u1ea3ng nh\u01b0 ph\u1ea7n m\u1ec1m Call Center<\/a>\u00a0t\u00edch h\u1ee3p Real-time Monitoring v\u00e0 Workforce Management gi\u00fap qu\u1ea3n l\u00fd ph\u00e1t hi\u1ec7n s\u1edbm nguy c\u01a1 t\u1ee5t Service Level \u0111\u1ec3 \u0111i\u1ec1u ph\u1ed1i nh\u00e2n s\u1ef1 k\u1ecbp th\u1eddi trong ca.<\/p>\n Ph\u00e2n lu\u1ed3ng cu\u1ed9c g\u1ecdi th\u00f4ng minh:<\/strong> K\u1ebft h\u1ee3p IVR v\u00e0 chatbot \u0111\u1ec3 x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u \u0111\u01a1n gi\u1ea3n, gi\u1ea3m t\u1ea3i cho Agent, d\u00e0nh ngu\u1ed3n l\u1ef1c con ng\u01b0\u1eddi cho c\u00e1c cu\u1ed9c g\u1ecdi ph\u1ee9c t\u1ea1p h\u01a1n.<\/p>\n Trong th\u1ef1c t\u1ebf tri\u1ec3n khai, vi\u1ec7c t\u1ed1i \u01b0u \u0111\u1ed3ng th\u1eddi k\u1ebf ho\u1ea1ch nh\u00e2n s\u1ef1 v\u00e0 c\u00f4ng ngh\u1ec7 gi\u00e1m s\u00e1t c\u00f3 th\u1ec3 gi\u00fap t\u1ed5ng \u0111\u00e0i c\u1ea3i thi\u1ec7n Service Level t\u1eeb m\u1ee9c 70\/30 l\u00ean 82\/18 trong v\u00f2ng v\u00e0i th\u00e1ng, \u0111\u1ed3ng th\u1eddi gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng b\u1ecf cu\u1ed9c (call abandonment rate<\/a>) t\u1eeb kho\u1ea3ng 12% xu\u1ed1ng c\u00f2n 5%.<\/p>\n Khi h\u1ee3p t\u00e1c v\u1edbi \u0111\u1ed1i t\u00e1c Call Center thu\u00ea ngo\u00e0i, Service Level th\u01b0\u1eddng l\u00e0 ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o SLA l\u00e0m c\u0103n c\u1ee9 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 h\u1ee3p t\u00e1c. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u0111i\u1ec3m doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd:<\/p>\n V\u1edbi g\u1ea7n 20 n\u0103m kinh nghi\u1ec7m v\u1eadn h\u00e0nh Contact Center v\u00e0 h\u01a1n 300 d\u1ef1 \u00e1n \u0111\u00e3 tri\u1ec3n khai cho c\u00e1c doanh nghi\u1ec7p thu\u1ed9c nhi\u1ec1u l\u0129nh v\u1ef1c, Bellsystem24 Vietnam<\/strong> \u00e1p d\u1ee5ng h\u1ec7 th\u1ed1ng KPI v\u00e0 SLA<\/a>\u00a0\u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp ri\u00eang cho t\u1eebng d\u1ef1 \u00e1n, duy tr\u00ec t\u1ef7 l\u1ec7 \u0111\u00e1p \u1ee9ng SLA \u0111\u1ea1t \u0111\u1ebfn 95% nh\u1edd k\u1ebft h\u1ee3p l\u1eadp k\u1ebf ho\u1ea1ch nh\u00e2n s\u1ef1 b\u00e0i b\u1ea3n v\u1edbi h\u1ec7 th\u1ed1ng gi\u00e1m s\u00e1t th\u1eddi gian th\u1ef1c.<\/p>\n Service Level l\u00e0 ch\u1ec9 s\u1ed1 ph\u1ea3n \u00e1nh tr\u1ef1c ti\u1ebfp t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i c\u1ee7a t\u1ed5ng \u0111\u00e0i, nh\u01b0ng \u0111\u1ec3 ch\u1ec9 s\u1ed1 n\u00e0y th\u1ef1c s\u1ef1 c\u00f3 \u00fd ngh\u0129a, doanh nghi\u1ec7p c\u1ea7n \u0111o l\u01b0\u1eddng nh\u1ea5t qu\u00e1n, hi\u1ec3u r\u00f5 c\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng v\u00e0 c\u00f3 k\u1ebf ho\u1ea1ch c\u1ea3i thi\u1ec7n d\u1ef1a tr\u00ean d\u1eef li\u1ec7u thay v\u00ec ch\u1ec9 t\u0103ng nh\u00e2n s\u1ef1 theo c\u1ea3m t\u00ednh. Vi\u1ec7c ph\u00e2n bi\u1ec7t r\u00f5 Service Level (ch\u1ec9 s\u1ed1) v\u00e0 SLA (th\u1ecfa thu\u1eadn) c\u0169ng gi\u00fap doanh nghi\u1ec7p \u0111\u00e0m ph\u00e1n v\u00e0 gi\u00e1m s\u00e1t h\u1ee3p t\u00e1c v\u1edbi \u0111\u1ed1i t\u00e1c outsourcing hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n N\u1ebfu doanh nghi\u1ec7p \u0111ang g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c duy tr\u00ec Service Level \u1ed5n \u0111\u1ecbnh ho\u1eb7c c\u1ea7n tham kh\u1ea3o m\u00f4 h\u00ecnh setup v\u00e0 v\u1eadn h\u00e0nh t\u1ed5ng \u0111\u00e0i<\/a> chu\u1ea9n h\u00f3a, \u0111\u1ed9i ng\u0169 chuy\u00ean gia c\u1ee7a Bellsystem24 Vietnam c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 t\u01b0 v\u1ea5n gi\u1ea3i ph\u00e1p t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a>\u00a0ph\u00f9 h\u1ee3p v\u1edbi quy m\u00f4 v\u00e0 ng\u00e2n s\u00e1ch th\u1ef1c t\u1ebf.<\/p>\n Li\u00ean h\u1ec7 \u0111\u1ed9i ng\u0169 t\u01b0 v\u1ea5n Bellsystem24 Vietnam:<\/p>\nC\u00f4ng th\u1ee9c t\u00ednh Service Level<\/h2>\n
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V\u00ed d\u1ee5 minh h\u1ecda<\/h3>\n
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Ng\u01b0\u1ee1ng Service Level ph\u1ed5 bi\u1ebfn theo ng\u00e0nh<\/h2>\n
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Nh\u1eefng y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn Service Level<\/h2>\n
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C\u00e1ch c\u1ea3i thi\u1ec7n ch\u1ec9 s\u1ed1 Service Level<\/h2>\n
\u0110i\u1ec1u c\u1ea7n l\u01b0u \u00fd v\u1ec1 Service Level khi thu\u00ea Call Center<\/h2>\n
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Conclusion<\/h2>\n