{"id":6457,"date":"2022-08-31T14:23:48","date_gmt":"2022-08-31T07:23:48","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6457"},"modified":"2024-12-13T13:44:58","modified_gmt":"2024-12-13T06:44:58","slug":"cai-thien-hieu-qua-hoat-dong-call-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/cai-thien-hieu-qua-hoat-dong-call-center\/","title":{"rendered":"10 B\u00cd THU\u1eacT \u0110\u1ec2 C\u1ea2I THI\u1ec6N CALL CENTER HI\u1ec6U QU\u1ea2"},"content":{"rendered":"<p><em>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 t\u1ed5ng h\u1ee3p 10 g\u1ee3i \u00fd m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng b\u1ed9 ph\u1eadn Call Center c\u1ee7a m\u00ecnh.<\/em><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>1. T\u1ea1o m\u1ee5c ti\u00eau chung<\/strong><\/span><\/h2>\n<p><span style=\"color: #000000;\">M\u1ed9t t\u1ed5 ch\u1ee9c s\u1ebd \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng b\u1ec1n v\u1eefng h\u01a1n khi t\u1ea5t c\u1ea3 th\u00e0nh vi\u00ean \u0111\u1ed3ng l\u00f2ng h\u01b0\u1edbng \u0111\u1ebfn m\u1ed9t m\u1ee5c ti\u00eau chung. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t \u0111\u00fang trong m\u00f4i tr\u01b0\u1eddng call center, n\u01a1i c\u00e1c c\u00e1 nh\u00e2n c\u1ea7n ph\u1ed1i h\u1ee3p ch\u1eb7t ch\u1ebd \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t. \u0110\u1ec3 c\u1ea3i thi\u1ec7n call center, vi\u1ec7c x\u00e1c \u0111\u1ecbnh c\u00e1c m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3, \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c v\u00e0 truy\u1ec1n \u0111\u1ea1t r\u00f5 r\u00e0ng \u0111\u1ebfn to\u00e0n b\u1ed9 \u0111\u1ed9i ng\u0169 l\u00e0 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i.<\/span><\/p>\n<p><span style=\"color: #000000;\">Theo nghi\u00ean c\u1ee9u c\u1ee7a Harvard Business Review, c\u00e1c \u0111\u1ed9i nh\u00f3m c\u00f3 m\u1ee5c ti\u00eau chung r\u00f5 r\u00e0ng th\u01b0\u1eddng t\u0103ng hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c l\u00ean \u0111\u1ebfn 20%. H\u01a1n n\u1eefa, khi nh\u00e2n vi\u00ean hi\u1ec3u \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb v\u00e0 \u00fd ngh\u0129a c\u1ee7a c\u00f4ng vi\u1ec7c h\u1ecd l\u00e0m trong b\u1ee9c tranh t\u1ed5ng th\u1ec3, h\u1ecd s\u1ebd c\u00f3 \u0111\u1ed9ng l\u1ef1c m\u1ea1nh m\u1ebd h\u01a1n \u0111\u1ec3 \u0111\u1ea1t k\u1ebft qu\u1ea3 t\u1ed1t. Ch\u1eb3ng h\u1ea1n, m\u1ee5c ti\u00eau &#8220;\u0111\u1ea1t 90% t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean (First Call Resolution &#8211; FCR)&#8221; kh\u00f4ng ch\u1ec9 gi\u00fap c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n n\u00e2ng cao s\u1ef1 g\u1eafn k\u1ebft c\u1ee7a \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean.<\/span><\/p>\n<p><span style=\"color: #000000;\">Ngo\u00e0i vi\u1ec7c \u0111\u1eb7t m\u1ee5c ti\u00eau, t\u1ed5 ch\u1ee9c c\u1ea7n t\u1ea1o \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 nh\u00e2n vi\u00ean g\u1eafn b\u00f3 v\u00e0 \u0111\u00f3ng g\u00f3p v\u00e0o vi\u1ec7c ho\u00e0n th\u00e0nh c\u00e1c ch\u1ec9 ti\u00eau. H\u00e3y khuy\u1ebfn kh\u00edch c\u00e1c h\u00e0nh \u0111\u1ed9ng t\u00edch c\u1ef1c nh\u01b0 t\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i chia s\u1ebb th\u00e0nh c\u00f4ng, c\u00f4ng nh\u1eadn v\u00e0 khen th\u01b0\u1edfng nh\u1eefng c\u00e1 nh\u00e2n c\u00f3 \u0111\u00f3ng g\u00f3p n\u1ed5i b\u1eadt. M\u1ed9t s\u1ed1 c\u00f4ng ty call center h\u00e0ng \u0111\u1ea7u nh\u01b0 Zendesk hay Genesys \u00e1p d\u1ee5ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00edch l\u1ec7 \u0111\u1ed9i nh\u00f3m, ch\u1eb3ng h\u1ea1n th\u01b0\u1edfng t\u00e0i ch\u00ednh ho\u1eb7c phi t\u00e0i ch\u00ednh (nh\u01b0 v\u00e9 xem phim, phi\u1ebfu mua h\u00e0ng) khi nh\u00f3m \u0111\u1ea1t m\u1ee5c ti\u00eau. Nh\u1eefng bi\u1ec7n ph\u00e1p n\u00e0y kh\u00f4ng ch\u1ec9 t\u1ea1o ra s\u1ef1 c\u1ea1nh tranh l\u00e0nh m\u1ea1nh m\u00e0 c\u00f2n kh\u01a1i d\u1eady tinh th\u1ea7n l\u00e0m vi\u1ec7c t\u1eadp th\u1ec3.<\/span><\/p>\n<p><span style=\"color: #000000;\">\u0110\u1ed3ng th\u1eddi, thay v\u00ec \u00e1p \u0111\u1eb7t ch\u1ec9 ti\u00eau m\u1ed9t c\u00e1ch c\u1ee9ng nh\u1eafc, nh\u00e0 qu\u1ea3n l\u00fd c\u1ea7n \u0111\u00f3ng vai tr\u00f2 ng\u01b0\u1eddi d\u1eabn d\u1eaft, gi\u00fap nh\u00e2n vi\u00ean hi\u1ec3u r\u00f5 t\u1ea1i sao c\u00e1c m\u1ee5c ti\u00eau \u0111\u01b0\u1ee3c \u0111\u1eb7t ra v\u00e0 nh\u1eefng l\u1ee3i \u00edch mang l\u1ea1i cho c\u1ea3 t\u1ed5 ch\u1ee9c l\u1eabn kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5, thay v\u00ec y\u00eau c\u1ea7u &#8220;m\u1ed7i nh\u00e2n vi\u00ean ph\u1ea3i x\u1eed l\u00fd \u00edt nh\u1ea5t 100 cu\u1ed9c g\u1ecdi m\u1ed7i ng\u00e0y&#8221;, h\u00e3y chuy\u1ec3n th\u00e0nh m\u1ed9t m\u1ee5c ti\u00eau mang t\u00ednh chi\u1ebfn l\u01b0\u1ee3c h\u01a1n nh\u01b0 &#8220;\u0111\u1ea3m b\u1ea3o th\u1eddi gian ch\u1edd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng d\u01b0\u1edbi 60 gi\u00e2y&#8221;. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 t\u1ea1o s\u1ef1 th\u1ea5u hi\u1ec3u m\u00e0 c\u00f2n th\u00fac \u0111\u1ea9y tinh th\u1ea7n tr\u00e1ch nhi\u1ec7m c\u1ee7a t\u1eebng c\u00e1 nh\u00e2n, gi\u00fap to\u00e0n \u0111\u1ed9i c\u00f9ng nhau h\u01b0\u1edbng t\u1edbi k\u1ebft qu\u1ea3 t\u1ed1i \u01b0u.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/ke-hoach-call-center_f44294e4eaf646bca1ae1b1f706e15b3.jpg\" alt=\"ca\u0309i thi\u00ea\u0323n hi\u00ea\u0323u qua\u0309 call center\" width=\"554\" height=\"553\" \/><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>2. \u0110\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi ph\u00f9 h\u1ee3p<\/strong><\/span><\/h2>\n<p><span style=\"color: #000000;\">\u0110\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi ch\u00ednh x\u00e1c l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c quan tr\u1ecdng \u0111\u1ec3 c\u1ea3i thi\u1ec7n call center, gi\u00fap t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Vi\u1ec7c s\u1eed d\u1ee5ng c\u00e1c h\u1ec7 th\u1ed1ng ti\u00ean ti\u1ebfn nh\u01b0 IVR (Interactive Voice Response) ho\u1eb7c ACD (Automatic Call Distributor) kh\u00f4ng ch\u1ec9 gi\u00fap k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng v\u1edbi nh\u00e2n vi\u00ean ph\u00f9 h\u1ee3p m\u00e0 c\u00f2n mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch \u0111\u00e1ng k\u1ec3.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c h\u1ec7 th\u1ed1ng nh\u01b0\u00a0<span style=\"color: #ff6600;\">IVR,\u00a0<a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/\">ACD<\/a>,<\/span> b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ebfn Agent ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u1ea3i \u0111\u00e1p. B\u1eb1ng c\u00e1ch n\u00e0y b\u1ea1n s\u1ebd c\u00f3 \u0111\u01b0\u1ee3c hai l\u1ee3i \u00edch:<\/span><\/p>\n<ul>\n<li><span style=\"color: #000000;\"><strong>T\u0103ng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng:<\/strong> Khi kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i ngay t\u1eeb \u0111\u1ea7u v\u1edbi nh\u00e2n vi\u00ean c\u00f3 chuy\u00ean m\u00f4n ph\u00f9 h\u1ee3p, v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd s\u1ebd \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n. M\u1ed9t nghi\u00ean c\u1ee9u t\u1eeb Dimension Data ch\u1ec9 ra r\u1eb1ng vi\u1ec7c \u0111\u1ecbnh tuy\u1ebfn \u0111\u00fang cu\u1ed9c g\u1ecdi c\u00f3 th\u1ec3 t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00ean \u0111\u1ebfn 27%, \u0111\u1ed3ng th\u1eddi gi\u1ea3m th\u1eddi gian ch\u1edd \u0111\u1ee3i. V\u00ed d\u1ee5, n\u1ebfu m\u1ed9t kh\u00e1ch h\u00e0ng c\u1ea7n h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, h\u1ec7 th\u1ed1ng IVR c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng ph\u00e2n lo\u1ea1i v\u00e0 chuy\u1ec3n cu\u1ed9c g\u1ecdi \u0111\u1ebfn m\u1ed9t k\u1ef9 thu\u1eadt vi\u00ean thay v\u00ec m\u1ed9t nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng, gi\u00fap r\u00fat ng\u1eafn th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 t\u0103ng c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c quan t\u00e2m.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>T\u0103ng \u0111\u1ed9ng l\u1ef1c v\u00e0 hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean (Agent):<\/strong> Khi nh\u00e2n vi\u00ean call center \u0111\u01b0\u1ee3c giao x\u1eed l\u00fd c\u00e1c v\u1ea5n \u0111\u1ec1 thu\u1ed9c \u0111\u00fang chuy\u00ean m\u00f4n c\u1ee7a m\u00ecnh, h\u1ecd s\u1ebd c\u1ea3m th\u1ea5y t\u1ef1 tin v\u00e0 h\u00e0i l\u00f2ng h\u01a1n v\u1edbi c\u00f4ng vi\u1ec7c. \u0110i\u1ec1u n\u00e0y gi\u00fap gi\u1ea3m thi\u1ec3u s\u1ef1 c\u0103ng th\u1eb3ng v\u00e0 tr\u00e1nh t\u00ecnh tr\u1ea1ng ki\u1ec7t s\u1ee9c do ph\u1ea3i x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u ngo\u00e0i kh\u1ea3 n\u0103ng. M\u1ed9t kh\u1ea3o s\u00e1t t\u1eeb Call Centre Helper ch\u1ec9 ra r\u1eb1ng 78% nh\u00e2n vi\u00ean c\u1ea3m th\u1ea5y hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c t\u0103ng l\u00ean khi h\u1ecd \u0111\u01b0\u1ee3c x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi ph\u00f9 h\u1ee3p v\u1edbi k\u1ef9 n\u0103ng v\u00e0 ki\u1ebfn th\u1ee9c \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 m\u00e0 c\u00f2n gi\u1ea3m t\u1ef7 l\u1ec7 ngh\u1ec9 vi\u1ec7c trong ng\u00e0nh, m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 duy tr\u00ec \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean ch\u1ea5t l\u01b0\u1ee3ng.<\/span><\/li>\n<\/ul>\n<p><span style=\"color: #000000;\">\u0110\u1ec3 \u00e1p d\u1ee5ng hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u1ea7n thi\u1ebft l\u1eadp c\u00e1c lu\u1ed3ng \u0111\u1ecbnh tuy\u1ebfn d\u1ef1a tr\u00ean c\u00e1c ti\u00eau ch\u00ed c\u1ee5 th\u1ec3 nh\u01b0 ng\u00f4n ng\u1eef, k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n, ho\u1eb7c l\u1ecbch s\u1eed giao d\u1ecbch c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ec7 th\u1ed1ng ACD hi\u1ec7n \u0111\u1ea1i th\u1eadm ch\u00ed c\u00f2n t\u00edch h\u1ee3p AI \u0111\u1ec3 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng theo th\u1eddi gian th\u1ef1c v\u00e0 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh \u0111\u1ecbnh tuy\u1ebfn th\u00f4ng minh h\u01a1n. V\u00ed d\u1ee5, n\u1ebfu m\u1ed9t kh\u00e1ch h\u00e0ng VIP g\u1ecdi \u0111\u1ebfn, h\u1ec7 th\u1ed1ng c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng \u01b0u ti\u00ean chuy\u1ec3n cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean c\u1ea5p cao \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t.<\/span><\/p>\n<h3><span style=\"font-size: 20pt; color: #ff6600;\"><strong>3. Cho Agent nghe nh\u1eefng cu\u1ed9c g\u1ecdi ch\u1ea5t l\u01b0\u1ee3ng cao t\u1eeb ch\u00ednh h\u1ecd<\/strong><\/span><\/h3>\n<p><span style=\"color: #000000;\">M\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n call center l\u00e0 s\u1eed d\u1ee5ng nh\u1eefng cu\u1ed9c g\u1ecdi c\u00f3 ch\u1ea5t l\u01b0\u1ee3ng cao l\u00e0m t\u00e0i li\u1ec7u \u0111\u00e0o t\u1ea1o v\u00e0 \u0111\u1ed9ng l\u1ef1c cho \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean. Khi b\u1ea1n ph\u00e1t hi\u1ec7n \u0111\u01b0\u1ee3c nh\u1eefng cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c x\u1eed l\u00fd xu\u1ea5t s\u1eafc, h\u00e3y ghi nh\u1eadn v\u00e0 ph\u00e1t l\u1ea1i ch\u00fang kh\u00f4ng ch\u1ec9 cho nh\u00e2n vi\u00ean tr\u1ef1c ti\u1ebfp tham gia m\u00e0 c\u00f2n cho to\u00e0n b\u1ed9 \u0111\u1ed9i ng\u0169 c\u00f9ng h\u1ecdc h\u1ecfi.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Khi b\u1ea1n nghe ghi \u00e2m v\u00e0 ph\u00e1t hi\u1ec7n \u0111\u01b0\u1ee3c nh\u1eefng cu\u1ed9c g\u1ecdi c\u00f3 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t, h\u00e3y ph\u00e1t l\u1ea1i cu\u1ed9c g\u1ecdi \u0111\u00f3 cho to\u00e0n b\u1ed9 nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh nghe. M\u1ed9t ph\u1ea7n c\u1ee7a h\u00e0nh \u0111\u1ed9ng n\u00e0y l\u00e0 tuy\u00ean d\u01b0\u01a1ng ng\u01b0\u1eddi \u0111\u00e3 t\u1ea1o ra cu\u1ed9c g\u1ecdi \u0111\u00f3, gi\u00fap h\u1ecd c\u00f3 th\u00eam t\u1ef1 tin trong c\u00f4ng vi\u1ec7c, m\u1eb7t kh\u00e1c, \u0111\u00f3 c\u0169ng l\u00e0 m\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh \u0111\u1ec3 c\u00e1c nh\u00e2n s\u1ef1 kh\u00e1c h\u1ecdc t\u1eadp v\u00e0 c\u1ea1nh tranh.<\/span><\/p>\n<p><span style=\"color: #000000;\">\u0110\u1ec3 tri\u1ec3n khai hi\u1ec7u qu\u1ea3, h\u00e3y thi\u1ebft l\u1eadp m\u1ed9t quy tr\u00ecnh ch\u1ecdn l\u1ecdc v\u00e0 \u0111\u00e1nh gi\u00e1 c\u00e1c cu\u1ed9c g\u1ecdi ch\u1ea5t l\u01b0\u1ee3ng cao. C\u00e1c ti\u00eau ch\u00ed c\u00f3 th\u1ec3 bao g\u1ed3m m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 ngay trong l\u1ea7n \u0111\u1ea7u ti\u00ean, ho\u1eb7c s\u1ef1 kh\u00e9o l\u00e9o trong giao ti\u1ebfp. Ngo\u00e0i ra, b\u1ea1n c\u0169ng c\u00f3 th\u1ec3 t\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i \u0111\u00e0o t\u1ea1o \u0111\u1ecbnh k\u1ef3, trong \u0111\u00f3 ph\u00e1t l\u1ea1i v\u00e0 ph\u00e2n t\u00edch c\u00e1c cu\u1ed9c g\u1ecdi t\u1ed1t, \u0111\u1ed3ng th\u1eddi khuy\u1ebfn kh\u00edch nh\u00e2n vi\u00ean chia s\u1ebb kinh nghi\u1ec7m ho\u1eb7c \u0111\u00f3ng g\u00f3p \u00fd ki\u1ebfn \u0111\u1ec3 c\u1ea3i thi\u1ec7n th\u00eam.<\/span><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>4. \u0110\u00e1nh gi\u00e1 nh\u1eefng ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh \u0111\u1ec3 c\u1ea3i thi\u1ec7n call center<\/strong><\/span><\/h2>\n<p><span style=\"color: #000000;\">M\u1ed9t b\u01b0\u1edbc quan tr\u1ecdng \u0111\u1ec3 c\u1ea3i thi\u1ec7n call center l\u00e0 th\u01b0\u1eddng xuy\u00ean \u0111o l\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t (KPIs) \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng. M\u1eb7c d\u00f9 th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi trung b\u00ecnh (Average Handle Time &#8211; AHT) th\u01b0\u1eddng \u0111\u01b0\u1ee3c coi l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 ch\u00ednh, nh\u01b0ng n\u00f3 ch\u01b0a \u0111\u1ee7 \u0111\u1ec3 ph\u1ea3n \u00e1nh ch\u1ea5t l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Thay v\u00ec ch\u1ec9 t\u1eadp trung v\u00e0o AHT, b\u1ea1n n\u00ean k\u1ebft h\u1ee3p \u0111\u00e1nh gi\u00e1 c\u00e1c ch\u1ec9 s\u1ed1 to\u00e0n di\u1ec7n h\u01a1n \u0111\u1ec3 c\u00f3 c\u00e1i nh\u00ecn ch\u00ednh x\u00e1c v\u00e0 \u0111\u1ea7y \u0111\u1ee7.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><strong>Xem th\u00eam b\u00e0i vi\u1ebft:<\/strong>\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/reduce-call-handling-time\/\">C\u00e1ch gi\u1ea3m th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi c\u1ee7a Agent.<\/a><\/span><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Thay v\u00e0o \u0111\u00f3, \u0111\u1ec3 ch\u00ednh x\u00e1c h\u01a1n b\u1ea1n c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng k\u1ebft qu\u1ea3 b\u1eb1ng c\u00e1c th\u1ed1ng k\u00ea v\u1ec1\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/service-quality-survey-form\/\">ph\u1ea7n tr\u0103m m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng<\/a>,<\/span> doanh thu m\u1edbi, \u0111i\u1ec3m qu\u1ea3ng c\u00e1o r\u00f2ng v\u00e0 gi\u00e1 tr\u1ecb chi ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng ch\u1ec9 s\u1ed1 n\u00e0y cho ph\u00e9p b\u1ea1n so s\u00e1nh \u0111\u01b0\u1ee3c s\u1ef1 c\u00e2n b\u1eb1ng gi\u1eefa chi ph\u00ed cho m\u1ed7i cu\u1ed9c g\u1ecdi v\u00e0 k\u1ebft qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng kinh doanh.<\/span><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>5. N\u00e2ng c\u1ea5p m\u00e1y t\u00ednh cho Agent<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">C\u00f3 th\u1ec3 b\u1ea1n kh\u00f4ng ph\u00e1t hi\u1ec7n ra, nh\u01b0ng hi\u1ec7u n\u0103ng m\u00e1y t\u00ednh \u1ea3nh h\u01b0\u1edfng r\u1ea5t nhi\u1ec1u \u0111\u1ebfn tinh th\u1ea7n v\u00e0 hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u00ea\u0323c c\u1ee7a Agent. Hi\u1ec7n nay, nhi\u1ec1u \u0111\u01a1n v\u1ecb kinh doanh Call Center th\u01b0\u01a1\u0300ng trang b\u1ecb cho t\u00f4\u0309ng \u0111a\u0300i vi\u00ean c\u1ee7a m\u00ecnh c\u00e1c thi\u1ebft b\u1ecb m\u00e1y t\u00ednh c\u00f3 c\u1ea5u h\u00ecnh kh\u00f4ng \u0111\u1ee7 m\u1ea1nh \u0111\u1ec3 ho\u1ea1t \u0111\u1ed9ng m\u01b0\u1ee3t m\u00e0. \u0110i\u1ec1u n\u00e0y g\u00e2y ra s\u1ef1 gi\u00e1n \u0111o\u1ea1n v\u00e0 \u1ee9c ch\u1ebf trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c c\u1ee7a agent, \u0111\u1ed3ng th\u1eddi c\u0169ng c\u00f3 nguy c\u01a1 \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng khi th\u00f4ng tin Agent c\u1ea7n tham kh\u1ea3o c\u00f3 r\u1ea5t nhi\u1ec1u th\u00f4ng tin ph\u1ea3i ph\u00f9 thu\u1ed9c v\u00e0o truy v\u1ea5n m\u00e1y t\u00ednh, m\u00e1y t\u00ednh ch\u1eadm c\u00f3 th\u1ec3 l\u00e0m t\u0103ng th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi.<\/span><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>6. T\u1ed5 ch\u1ee9c Huddle th\u01b0\u1eddng xuy\u00ean<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">T\u1ea1o ra nh\u1eefng bu\u1ed5i Huddle v\u00e0o m\u1ed7i bu\u1ed5i s\u00e1ng tr\u01b0\u1edbc khi l\u00e0m vi\u1ec7c ho\u0103\u0323c \u0111\u00e2\u0300u gi\u01a1\u0300 chi\u00ea\u0300u l\u00e0 m\u1ed9t \u00fd t\u01b0\u1edfng b\u1ea1n c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng ngay \u0111\u1ec3 t\u1ea1o h\u1ee9ng kh\u1edfi \u0111\u1ea7u gi\u1edd cho m\u1ed7i nh\u00e2n s\u1ef1,n\u00f3 c\u00f3 th\u1ec3 k\u00e9o d\u00e0i t\u1eeb 15-30 ph\u00fat. Th\u00f4ng qua \u0111\u00f3 b\u1ea1n c\u0169ng c\u00f3 th\u1ec3 truy\u1ec1n \u0111\u1ea1t th\u00f4ng \u0111i\u1ec7p v\u00e0 m\u1ee5c ti\u00eau l\u00e0m vi\u1ec7c trong ng\u00e0y. H\u00e3y s\u1eed d\u1ee5ng nh\u1eefng giai \u0111i\u1ec7u nh\u1ea1c n\u1ec1n vui t\u01b0\u01a1i, nh\u1eefng th\u00f4ng \u0111i\u1ec7p t\u00edch c\u1ef1c, t\u1ea1o ra kh\u00f4ng kh\u00ed s\u00f4i n\u1ed5i \u0111\u1ec3 khuy\u1ebfn kh\u00edch m\u1ecdi ng\u01b0\u1eddi c\u1ea3m th\u1ea5y ph\u1ea5n ch\u1ea5n h\u01a1n.<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/tao-dong-luc-cho-nhan-su_2c20f733bfb947dea348bccd040d9446.jpg\" alt=\"huddle call center\" \/><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>7. Lo\u1ea1i nh\u1eefng cu\u1ed9c g\u1ecdi c\u00f3 th\u1ec3 tr\u00e1nh<\/strong><\/span><\/h2>\n<p><span style=\"color: #000000;\">M\u1ed9t chi\u1ebfn l\u01b0\u1ee3c quan tr\u1ecdng \u0111\u1ec3 c\u1ea3i thi\u1ec7n call center l\u00e0 gi\u1ea3m thi\u1ec3u ho\u1eb7c lo\u1ea1i b\u1ecf nh\u1eefng cu\u1ed9c g\u1ecdi g\u00e2y phi\u1ec1n nhi\u1ec5u, kh\u00f4ng mang l\u1ea1i gi\u00e1 tr\u1ecb, b\u1eb1ng c\u00e1ch thi\u1ebft l\u1eadp v\u00e0 s\u1eed d\u1ee5ng m\u1ed9t h\u1ec7 th\u1ed1ng Blacklist. Trong qu\u00e1 tr\u00ecnh v\u1eadn h\u00e0nh t\u1ed5ng \u0111\u00e0i, c\u00e1c Agent th\u01b0\u1eddng ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng thi\u1ebfu t\u1ebf nh\u1ecb, th\u01b0\u1eddng xuy\u00ean g\u00e2y r\u1ed1i ho\u1eb7c \u0111\u01b0a ra c\u00e1c y\u00eau c\u1ea7u kh\u00f4ng h\u1ee3p l\u00fd. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 l\u00e0m m\u1ea5t th\u1eddi gian m\u00e0 c\u00f2n \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn tinh th\u1ea7n l\u00e0m vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean.<\/span><\/p>\n<p><span style=\"color: #000000;\">Nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 th\u00e1i \u0111\u1ed9 ti\u00eau c\u1ef1c ho\u1eb7c th\u01b0\u1eddng xuy\u00ean qu\u1ea5y r\u1ed1i Agent kh\u00f4ng ch\u1ec9 g\u00e2y c\u0103ng th\u1eb3ng m\u00e0 c\u00f2n l\u00e0m gi\u1ea3m hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c. Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a ContactBabel, h\u01a1n 70% nh\u00e2n vi\u00ean call center cho r\u1eb1ng vi\u1ec7c \u0111\u1ed1i m\u1eb7t v\u1edbi c\u00e1c cu\u1ed9c g\u1ecdi kh\u00f4ng c\u1ea7n thi\u1ebft ho\u1eb7c c\u00f3 th\u00e1i \u0111\u1ed9 kh\u00f4ng h\u1ee3p t\u00e1c l\u00e0 m\u1ed9t trong nh\u1eefng nguy\u00ean nh\u00e2n ch\u00ednh g\u00e2y ki\u1ec7t s\u1ee9c trong c\u00f4ng vi\u1ec7c (burnout). T\u00ecnh tr\u1ea1ng n\u00e0y k\u00e9o d\u00e0i kh\u00f4ng ch\u1ec9 l\u00e0m gi\u1ea3m ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n t\u0103ng t\u1ef7 l\u1ec7 ngh\u1ec9 vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean.<\/span><\/p>\n<p><span style=\"color: #000000;\">M\u1ed9t h\u1ec7 th\u1ed1ng Blacklist \u0111\u01b0\u1ee3c tri\u1ec3n khai \u0111\u00fang c\u00e1ch s\u1ebd gi\u00fap lo\u1ea1i b\u1ecf nh\u1eefng cu\u1ed9c g\u1ecdi kh\u00f4ng mong mu\u1ed1n. Quan tr\u1ecdng h\u01a1n, Agent c\u1ea7n \u0111\u01b0\u1ee3c trao quy\u1ec1n \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh v\u00e0 \u0111\u1ec1 xu\u1ea5t \u0111\u01b0a kh\u00e1ch h\u00e0ng kh\u00f4ng h\u1ee3p t\u00e1c v\u00e0o danh s\u00e1ch n\u00e0y. Vi\u1ec7c n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap gi\u1ea3m \u00e1p l\u1ef1c cho nh\u00e2n vi\u00ean m\u00e0 c\u00f2n n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng trong c\u00f4ng vi\u1ec7c, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3.<\/span><\/p>\n<p><span style=\"color: #000000;\">Khi lo\u1ea1i b\u1ecf \u0111\u01b0\u1ee3c nh\u1eefng cu\u1ed9c g\u1ecdi g\u00e2y phi\u1ec1n nhi\u1ec5u, nh\u00e2n vi\u00ean s\u1ebd c\u00f3 th\u00eam th\u1eddi gian v\u00e0 n\u0103ng l\u01b0\u1ee3ng \u0111\u1ec3 t\u1eadp trung v\u00e0o c\u00e1c cu\u1ed9c g\u1ecdi mang l\u1ea1i gi\u00e1 tr\u1ecb cao h\u01a1n. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a call center m\u00e0 c\u00f2n n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Theo m\u1ed9t b\u00e1o c\u00e1o t\u1eeb Frost &amp; Sullivan, c\u00e1c t\u1ed5 ch\u1ee9c \u00e1p d\u1ee5ng h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd Blacklist hi\u1ec7u qu\u1ea3 c\u00f3 th\u1ec3 gi\u1ea3m th\u1eddi gian x\u1eed l\u00fd kh\u00f4ng c\u1ea7n thi\u1ebft xu\u1ed1ng 15% v\u00e0 t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a nh\u00e2n vi\u00ean l\u00ean 20%.<\/span><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>8. Th\u01b0\u1edfng<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">C\u00f3 nh\u1eefng kho\u1ea3ng th\u01b0\u1edfng th\u01b0\u1eddng xuy\u00ean cho nh\u1eefng c\u00e1 nh\u00e2n c\u00f3 \u0111\u00f3ng g\u00f3p \u0111\u1ec3 ghi nh\u1eadn c\u00f4ng lao k\u1ecbp th\u1eddi. Kh\u00f4ng h\u1eb3n ph\u1ea3i th\u01b0\u1edfng th\u1eadt l\u1edbn, \u0111\u00f4i khi Agent ch\u1ec9 c\u1ea7n s\u1ef1 c\u00f4ng nh\u1eadn. B\u1ea1n c\u00f3 th\u1ec3 th\u1eed m\u1ed9t s\u1ed1 h\u00ecnh th\u1ee9c khen th\u01b0\u1edfng sau \u0111\u00e2y:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">X\u01b0\u1edbng t\u00ean vinh danh.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">T\u1eb7ng k\u1ef7 ni\u1ec7m ch\u01b0\u01a1ng.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">T\u1eb7ng ti\u1ec1n m\u1eb7t.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">T\u1eb7ng v\u00e9 xem phim.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Ghi danh b\u1ea3ng v\u00e0ng.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>9. T\u1ef1 m\u00ecnh l\u00e0m Agent<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><strong>Theo m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t v\u00e0o n\u0103m 2023 ch\u1ec9 ra r\u1eb1ng,<\/strong>\u00a0c\u00f3 \u0111\u1ebfn\u00a0<strong>65%<\/strong>\u00a0c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd c\u1ea5p cao ch\u01b0a bao gi\u1edd t\u1ef1 m\u00ecnh tr\u1ea3i nghi\u1ec7m m\u1ed9t cu\u1ed9c g\u1ecdi nh\u01b0 Agent.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Vi\u1ec7c n\u00e0y d\u1eabn \u0111\u1ebfn h\u1eadu qu\u1ea3:<\/span><\/strong><\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Qu\u1ea3n l\u00fd kh\u00f4ng hi\u1ec3u \u0111\u01b0\u1ee3c t\u01b0\u1eddng t\u1eadn kh\u00f3 kh\u0103n, c\u1ea3n tr\u1edf trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c c\u1ee7a Agent \u0111\u1ec3 \u0111\u01b0a ra nh\u1eefng h\u01b0\u1edbng c\u1ea3i ti\u1ebfn h\u1ec7 th\u1ed1ng ho\u1eb7c training ph\u00f9 h\u1ee3p.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Kh\u00f4ng hi\u1ec3u r\u00f5 \u0111\u01b0\u1ee3c nhu c\u1ea7u, t\u00ednh ch\u1ea5t cu\u1ed9c g\u1ecdi v\u00e0 th\u00e1i \u0111\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Tham gia v\u00e0o c\u00f4ng vi\u1ec7c Agent c\u00f3 th\u1ec3 gi\u00fap ng\u01b0\u1eddi qu\u1ea3n l\u00fd c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng \u00fd t\u01b0\u1edfng t\u1ed1t h\u01a1n v\u1ec1 c\u00e1ch h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi r\u00e0 so\u00e1t quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng \u0111\u1ec3 \u0111\u01b0a ra nh\u1eefng \u0111i\u1ec1u ch\u1ec9nh k\u1ecbp th\u1eddi, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n call center.<\/span><\/p>\n<h2><span style=\"font-size: 20pt; color: #ff6600;\"><strong>10. T\u1ea1o ra s\u1ef1 c\u1ea1nh tranh l\u00e0nh m\u1ea1nh<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Khuy\u1ebfn kh\u00edch, th\u00fac \u0111\u1ea9y s\u1ef1 c\u1ea1nh tranh l\u00e0nh m\u1ea1nh gi\u1eefa c\u00e1c Agent \u0111\u1ec3 c\u1ea3i thi\u1ec7n call center. B\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n trong ph\u1ea1m vi m\u1ed9t \u0111\u1ed9i nh\u00f3m, ph\u00f2ng ban ho\u1eb7c to\u00e0n b\u1ed9 ph\u1eadn Call center. \u0110\u1eb7t ra m\u1ed9t cu\u1ed9c thi c\u00f3 m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng v\u00e0 c\u00e1c ti\u00eau ch\u00ed chi\u1ebfn th\u1eafng. C\u00e1c cu\u1ed9c thi \u0111\u01b0\u1ee3c t\u1ed5 ch\u1ee9c ng\u1eafn h\u1ea1n nh\u01b0ng th\u01b0\u1eddng xuy\u00ean s\u1ebd mang l\u1ea1i m\u00e0u s\u1eafc v\u00e0 ngu\u1ed3n \u0111\u1ed9ng l\u1ef1c t\u01b0\u01a1i m\u1edbi cho Agent, \u0111\u1ed3ng th\u1eddi gi\u00fap h\u1ecd h\u1ecdc h\u1ecfi \u0111\u01b0\u1ee3c nhi\u1ec1u h\u01a1n. B\u1ea1n c\u00f3 th\u1ec3 xem x\u00e9t v\u00e0 t\u1ed5 ch\u1ee9c c\u00e1c cu\u1ed9c thi khi c\u00f3 nh\u1eefng d\u1ef1 \u00e1n\/chi\u1ebfn d\u1ecbch c\u1ea7n \u0111\u00e2\u0309y ma\u0323nh t\u1ed1i \u0111a hi\u1ec7u su\u1ea5t. H\u00e3y nh\u1edb r\u1eb1ng: T\u1ed5 ch\u1ee9c cu\u1ed9c thi c\u00f4ng b\u1eb1ng, c\u1ea1nh tranh l\u00e0nh m\u1ea1nh v\u00e0 th\u01b0\u1edfng ph\u1ea3i trao ngay v\u00e0 lu\u00f4n!<\/span><\/p>\n<figure id=\"attachment_16861\" aria-describedby=\"caption-attachment-16861\" style=\"width: 5472px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-full wp-image-16861\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/07\/2023.1.webp\" alt=\"2023\" width=\"5472\" height=\"3648\" \/><figcaption id=\"caption-attachment-16861\" class=\"wp-caption-text\">2023<\/figcaption><\/figure>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">T\u1ea1i Bellsystem24 Vietnam, ch\u00fang t\u00f4i \u0111\u00e3 th\u1ef1c hi\u1ec7n nh\u1eefng h\u00e0nh \u0111\u1ed9ng tr\u00ean cho nh\u1eefng d\u1ef1 \u00e1n Call Center c\u1ee7a \u0111\u1ed1i t\u00e1c v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c <strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/call-center-standard\/\">ch\u1ec9 s\u1ed1 v\u1eadn h\u00e0nh<\/a><\/span><\/strong> \u0111\u00e1ng t\u1ef1 h\u00e0o, c\u1ea3i thi\u1ec7n call center. B\u1ea1n c\u00f3 mu\u1ed1n c\u00f9ng ch\u00fang t\u00f4i tri\u1ec3n khai Call Center hi\u1ec7u qu\u1ea3 cho doanh nghi\u1ec7p m\u00ecnh? ho\u1eb7c k\u1ec3 v\u1ec1 kh\u00f3 kh\u0103n c\u1ee7a b\u1ea1n \u0111\u1ec3 nh\u1eadn t\u01b0 v\u1ea5n chi ti\u1ebft t\u1eeb ch\u00fang t\u00f4i?<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 t\u1ed5ng h\u1ee3p 10 g\u1ee3i \u00fd m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6458,"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 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-6457","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>10 B\u00cd THU\u1eacT \u0110\u1ec2 C\u1ea2I THI\u1ec6N CALL CENTER HI\u1ec6U QU\u1ea2<\/title>\n<meta name=\"description\" content=\"D\u01b0\u1edbi \u0111\u00e2y l\u00e0 t\u1ed5ng h\u1ee3p 10 g\u1ee3i \u00fd m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng b\u1ed9 ph\u1eadn Call Center c\u1ee7a m\u00ecnh.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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