{"id":6506,"date":"2022-08-31T15:06:59","date_gmt":"2022-08-31T08:06:59","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6506"},"modified":"2026-03-06T17:08:42","modified_gmt":"2026-03-06T10:08:42","slug":"first-contact-resolution","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/van-hanh\/first-contact-resolution\/","title":{"rendered":"HOW TO CALCULATE FCR, NOTES WHEN CALCULATING AND METHODS TO IMPROVE"},"content":{"rendered":"<p>Trong t\u1ea5t c\u1ea3 c\u00e1c <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-standard\/\">ch\u1ec9 s\u1ed1 v\u1eadn h\u00e0nh c\u1ee7a m\u1ed9t\u00a0Contact Center,<\/a><\/span> FCR (First Contact Resolution) \u0111\u01b0\u1ee3c xem l\u00e0 m\u1ed9t trong nh\u1eefng ch\u1ec9 s\u1ed1 ph\u1ea3n \u00e1nh ch\u00ednh x\u00e1c nh\u1ea5t ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 th\u1ef1c s\u1ef1. Kh\u00f4ng ph\u1ea3i v\u00ec n\u00f3 d\u1ec5 \u0111o, m\u00e0 v\u00ec n\u00f3 \u0111o \u0111\u00fang \u0111i\u1ec1u kh\u00e1ch h\u00e0ng quan t\u00e2m nh\u1ea5t: v\u1ea5n \u0111\u1ec1 c\u1ee7a t\u00f4i c\u00f3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft d\u1ee9t \u0111i\u1ec3m ngay l\u1ea7n \u0111\u1ea7u ti\u00ean kh\u00f4ng?<\/p>\n<p>B\u00e0i vi\u1ebft n\u00e0y s\u1ebd \u0111i t\u1eeb \u0111\u1ecbnh ngh\u0129a, c\u00f4ng th\u1ee9c t\u00ednh, ng\u01b0\u1ee1ng chu\u1ea9n theo ng\u00e0nh, c\u00e1c sai l\u1ea7m ph\u1ed5 bi\u1ebfn khi \u0111o, \u0111\u1ebfn nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c c\u1ee5 th\u1ec3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n FCR m\u1ed9t c\u00e1ch b\u1ec1n v\u1eefng.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-21746 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/08\/FCR.jpg\" alt=\"FCR\" width=\"1200\" height=\"628\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/08\/FCR.jpg 1200w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/08\/FCR-300x157.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/08\/FCR-1024x536.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/08\/FCR-768x402.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2022\/08\/FCR-18x9.jpg 18w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h2>FCR l\u00e0 g\u00ec?<\/h2>\n<p><strong>FCR (First Contact Resolution)<\/strong> hay c\u00f2n g\u1ecdi l\u00e0 t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft t\u1eeb l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng ph\u1ea7n tr\u0103m c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c x\u1eed l\u00fd d\u1ee9t \u0111i\u1ec3m ngay trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean, kh\u00f4ng c\u1ea7n kh\u00e1ch h\u00e0ng ph\u1ea3i g\u1ecdi l\u1ea1i, email l\u1ea1i, ho\u1eb7c chuy\u1ec3n sang k\u00eanh kh\u00e1c \u0111\u1ec3 ti\u1ebfp t\u1ee5c theo d\u00f5i.<\/p>\n<p>M\u1ed9t \u0111i\u1ec3m c\u1ea7n l\u00e0m r\u00f5: FCR (First Contact Resolution) v\u00e0 First Call Resolution l\u00e0 hai kh\u00e1i ni\u1ec7m kh\u00e1c nhau d\u00f9 c\u00f9ng vi\u1ebft t\u1eaft.<\/p>\n<ul>\n<li><strong>First Call Resolution<\/strong>\u00a0ch\u1ec9 \u0111o tr\u00ean k\u00eanh tho\u1ea1i.<\/li>\n<li><strong>First Contact Resolution<\/strong> bao qu\u00e1t to\u00e0n b\u1ed9 c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c: Tho\u1ea1i, email, chat, m\u1ea1ng x\u00e3 h\u1ed9i, Zalo OA.<\/li>\n<\/ul>\n<p>Trong b\u1ed1i c\u1ea3nh <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-contact-center\/\">Contact Center \u0111a k\u00eanh<\/a><\/span> hi\u1ec7n nay, doanh nghi\u1ec7p n\u00ean \u0111o FCR theo ngh\u0129a r\u1ed9ng h\u01a1n \u0111\u1ec3 c\u00f3 b\u1ee9c tranh ch\u00ednh x\u00e1c h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf.<\/p>\n<h2>V\u00ec sao FCR l\u00e0 ch\u1ec9 s\u1ed1 quan tr\u1ecdng?<\/h2>\n<p>FCR kh\u00f4ng ch\u1ec9 l\u00e0 ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t n\u1ed9i b\u1ed9, n\u00f3 c\u00f3 t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp v\u00e0 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-satisfaction-survey-2\/\">\u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a><\/span>, chi ph\u00ed v\u1eadn h\u00e0nh v\u00e0 doanh thu d\u00e0i h\u1ea1n.<\/p>\n<p>V\u1ec1 ph\u00eda kh\u00e1ch h\u00e0ng, kh\u00f4ng ai mu\u1ed1n ph\u1ea3i gi\u1ea3i th\u00edch l\u1ea1i v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh l\u1ea7n th\u1ee9 hai v\u1edbi m\u1ed9t t\u1ed5ng \u0111\u00e0i vi\u00ean. M\u1ed7i l\u1ea7n kh\u00e1ch h\u00e0ng ph\u1ea3i g\u1ecdi l\u1ea1i l\u00e0 m\u1ed9t l\u1ea7n h\u1ecd nh\u1eafc nh\u1edf b\u1ea3n th\u00e2n r\u1eb1ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p ch\u01b0a \u0111\u1ee7 t\u1ed1t.<\/p>\n<blockquote><p>Nghi\u00ean c\u1ee9u trong ng\u00e0nh cho th\u1ea5y m\u1ed7i 1% c\u1ea3i thi\u1ec7n FCR k\u00e9o theo kho\u1ea3ng 1% c\u1ea3i thi\u1ec7n trong \u0111i\u1ec3m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng (<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">CSAT<\/a><\/span>) \u2014 m\u1ed1i t\u01b0\u01a1ng quan n\u00e0y nh\u1ea5t qu\u00e1n v\u00e0 \u0111\u00e1ng tin c\u1eady h\u01a1n nhi\u1ec1u so v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1 v\u1eadn h\u00e0nh kh\u00e1c.<\/p><\/blockquote>\n<p>V\u1ec1 ph\u00eda v\u1eadn h\u00e0nh, m\u1ed7i cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i l\u00e0 m\u1ed9t l\u1ea7n ph\u00e1t sinh chi ph\u00ed (nh\u00e2n l\u1ef1c x\u1eed l\u00fd, th\u1eddi gian, v\u00e0 t\u1ea3i l\u00ean h\u1ec7 th\u1ed1ng).<\/p>\n<blockquote><p>M\u1ed9t Contact Center c\u1ea3i thi\u1ec7n FCR t\u1eeb 65% l\u00ean 75% v\u1ec1 l\u00fd thuy\u1ebft gi\u1ea3m \u0111\u01b0\u1ee3c kho\u1ea3ng 10\u201315% t\u1ed5ng l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i, t\u1eeb \u0111\u00f3 gi\u1ea3m chi ph\u00ed v\u1eadn h\u00e0nh m\u00e0 kh\u00f4ng c\u1ea7n t\u0103ng nh\u00e2n s\u1ef1.<\/p><\/blockquote>\n<p>\u0110\u00e2y l\u00e0 l\u00fd do FCR th\u01b0\u1eddng \u0111\u01b0\u1ee3c xem l\u00e0 ch\u1ec9 s\u1ed1 c\u00f3 ROI c\u1ea3i thi\u1ec7n r\u00f5 r\u00e0ng nh\u1ea5t trong c\u00e1c<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/improve-customer-experience\/\"> s\u00e1ng ki\u1ebfn n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/a><\/span>.<\/p>\n<p>FCR c\u0169ng c\u00f3 m\u1ed1i li\u00ean h\u1ec7 ch\u1eb7t ch\u1ebd v\u1edbi\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/reduce-call-handling-time\/\">AHT (Average Handling Time)<\/a><\/span>: khi k\u1ebft h\u1ee3p hai ch\u1ec9 s\u1ed1 n\u00e0y v\u00e0 ph\u00e2n t\u00edch theo l\u00fd do li\u00ean h\u1ec7, doanh nghi\u1ec7p s\u1ebd th\u1ea5y r\u00f5 \u0111i\u1ec3m n\u00e0o trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111ang t\u1ea1o ra nhi\u1ec1u cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i nh\u1ea5t, t\u1eeb \u0111\u00f3 c\u00f3 c\u01a1 s\u1edf \u0111\u1ec3 can thi\u1ec7p \u0111\u00fang ch\u1ed7.<\/p>\n<h2>C\u00f4ng th\u1ee9c t\u00ednh FCR<\/h2>\n<p><strong>FCR = (S\u1ed1 v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean \/ T\u1ed5ng s\u1ed1 l\u1ea7n li\u00ean h\u1ec7) \u00d7 100<\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-19437 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/FCR-V.png\" alt=\"FCR\" width=\"801\" height=\"323\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/FCR-V.png 801w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/FCR-V-300x121.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/FCR-V-768x310.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2024\/08\/FCR-V-18x7.png 18w\" sizes=\"(max-width: 801px) 100vw, 801px\" \/><\/p>\n<p>C\u00f4ng th\u1ee9c tr\u00f4ng \u0111\u01a1n gi\u1ea3n, nh\u01b0ng th\u00e1ch th\u1ee9c th\u1ef1c s\u1ef1 n\u1eb1m \u1edf c\u00e2u h\u1ecfi: l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh m\u1ed9t v\u1ea5n \u0111\u1ec1 \u0111\u00e3 th\u1ef1c s\u1ef1 \u0111\u01b0\u1ee3c &#8220;gi\u1ea3i quy\u1ebft&#8221;?<\/p>\n<p>C\u00f3 ba ph\u01b0\u01a1ng ph\u00e1p \u0111o ph\u1ed5 bi\u1ebfn, m\u1ed7i c\u00e1i c\u00f3 \u01b0u v\u00e0 nh\u01b0\u1ee3c \u0111i\u1ec3m ri\u00eang:<\/p>\n<p><strong>Ph\u01b0\u01a1ng ph\u00e1p 1 \u2014 Kh\u1ea3o s\u00e1t sau cu\u1ed9c g\u1ecdi (Post-call survey):<\/strong> H\u1ecfi kh\u00e1ch h\u00e0ng ngay sau khi k\u1ebft th\u00fac t\u01b0\u01a1ng t\u00e1c: &#8220;V\u1ea5n \u0111\u1ec1 c\u1ee7a b\u1ea1n \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ho\u00e0n to\u00e0n ch\u01b0a?&#8221; \u0110\u00e2y l\u00e0 c\u00e1ch \u0111o tr\u1ef1c ti\u1ebfp nh\u1ea5t v\u00e0 ph\u1ea3n \u00e1nh \u0111\u01b0\u1ee3c c\u1ea3m nh\u1eadn th\u1ef1c s\u1ef1 c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ea1n ch\u1ebf l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i th\u01b0\u1eddng th\u1ea5p v\u00e0 c\u00f3 th\u1ec3 b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi c\u1ea3m x\u00fac nh\u1ea5t th\u1eddi, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 tr\u1ea3 l\u1eddi &#8220;h\u00e0i l\u00f2ng&#8221; nhay sau cu\u1ed9c g\u1ecdi nh\u01b0ng sau \u0111\u00f3 ph\u00e1t hi\u1ec7n v\u1ea5n \u0111\u1ec1 ch\u01b0a \u0111\u01b0\u1ee3c x\u1eed l\u00fd xong.<\/p>\n<p><strong>Ph\u01b0\u01a1ng ph\u00e1p 2 \u2014 Theo d\u00f5i li\u00ean h\u1ec7 l\u1eb7p l\u1ea1i (Repeat contact tracking):<\/strong> Theo d\u00f5i xem trong v\u00f2ng 7 ng\u00e0y (ho\u1eb7c m\u1ed9t khung th\u1eddi gian x\u00e1c \u0111\u1ecbnh), kh\u00e1ch h\u00e0ng \u0111\u00f3 c\u00f3 li\u00ean h\u1ec7 l\u1ea1i v\u1ec1 c\u00f9ng v\u1ea5n \u0111\u1ec1 kh\u00f4ng. Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y kh\u00e1ch quan h\u01a1n v\u00e0 kh\u00f4ng ph\u1ee5 thu\u1ed9c v\u00e0o ph\u1ea3n h\u1ed3i t\u1ef1 b\u00e1o c\u00e1o c\u1ee7a kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean c\u1ea7n l\u01b0u \u00fd: kh\u00f4ng ph\u1ea3i m\u1ecdi li\u00ean h\u1ec7 l\u1eb7p l\u1ea1i \u0111\u1ec1u l\u00e0 v\u00ec v\u1ea5n \u0111\u1ec1 c\u0169 ch\u01b0a \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1ecdi l\u1ea1i v\u00ec m\u1ed9t v\u1ea5n \u0111\u1ec1 ho\u00e0n to\u00e0n m\u1edbi.<\/p>\n<p><strong>Ph\u01b0\u01a1ng ph\u00e1p 3 \u2014 Agent t\u1ef1 ghi nh\u1eadn:<\/strong> T\u1ed5ng \u0111\u00e0i vi\u00ean \u0111\u00e1nh d\u1ea5u tr\u1ea1ng th\u00e1i &#8220;\u0111\u00e3 gi\u1ea3i quy\u1ebft&#8221; tr\u00ean h\u1ec7 th\u1ed1ng sau m\u1ed7i cu\u1ed9c g\u1ecdi. \u0110\u00e2y l\u00e0 ph\u01b0\u01a1ng ph\u00e1p d\u1ec5 tri\u1ec3n khai nh\u1ea5t nh\u01b0ng k\u00e9m tin c\u1eady nh\u1ea5t v\u00ec d\u1ec5 b\u1ecb bias, agent c\u00f3 xu h\u01b0\u1edbng \u0111\u00e1nh d\u1ea5u &#8220;\u0111\u00e3 gi\u1ea3i quy\u1ebft&#8221; \u0111\u1ec3 \u0111\u1ea1t KPI.<\/p>\n<p>Trong th\u1ef1c t\u1ebf, c\u00e1c Contact Center \u0111o FCR ch\u00ednh x\u00e1c nh\u1ea5t th\u01b0\u1eddng k\u1ebft h\u1ee3p \u00edt nh\u1ea5t hai trong ba ph\u01b0\u01a1ng ph\u00e1p tr\u00ean, v\u1edbi ph\u01b0\u01a1ng ph\u00e1p repeat contact tracking l\u00e0m n\u1ec1n t\u1ea3ng v\u00e0 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/service-quality-survey-form\/\">kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng<\/a><\/span> l\u00e0m l\u1edbp x\u00e1c minh th\u00eam.<\/p>\n<h2>FCR bao nhi\u00eau l\u00e0 t\u1ed1t?<\/h2>\n<p>Ng\u01b0\u1ee1ng FCR ph\u1ed5 bi\u1ebfn \u0111\u01b0\u1ee3c tr\u00edch d\u1eabn nhi\u1ec1u nh\u1ea5t trong ng\u00e0nh Contact Center l\u00e0\u00a0<strong>65\u201375%<\/strong>. Tuy nhi\u00ean con s\u1ed1 n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u1eb7t trong ng\u1eef c\u1ea3nh c\u1ee5 th\u1ec3, v\u00ec FCR &#8220;t\u1ed1t&#8221; ph\u1ee5 thu\u1ed9c r\u1ea5t l\u1edbn v\u00e0o ng\u00e0nh ngh\u1ec1, \u0111\u1ed9 ph\u1ee9c t\u1ea1p c\u1ee7a s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u00e0 m\u00f4 h\u00ecnh h\u1ed7 tr\u1ee3 c\u1ee7a t\u1eebng doanh nghi\u1ec7p.<\/p>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 ng\u01b0\u1ee1ng tham kh\u1ea3o theo m\u1ed9t s\u1ed1 ng\u00e0nh ph\u1ed5 bi\u1ebfn:<\/p>\n<ul>\n<li><strong>Ng\u00e2n h\u00e0ng &amp; t\u00e0i ch\u00ednh:<\/strong>\u00a070\u201380% \u2014 C\u00e1c v\u1ea5n \u0111\u1ec1 th\u01b0\u1eddng c\u00f3 quy tr\u00ecnh x\u1eed l\u00fd r\u00f5 r\u00e0ng nh\u01b0ng \u0111\u00f2i h\u1ecfi x\u00e1c minh b\u1ea3o m\u1eadt, n\u00ean FCR th\u1ea5p h\u01a1n m\u1ee9c l\u00fd t\u01b0\u1edfng v\u1eabn c\u00f3 th\u1ec3 ch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c.<\/li>\n<li><strong>Vi\u1ec5n th\u00f4ng:<\/strong>\u00a060\u201375% \u2014 S\u1ea3n ph\u1ea9m ph\u1ee9c t\u1ea1p, nhi\u1ec1u lo\u1ea1i s\u1ef1 c\u1ed1 k\u1ef9 thu\u1eadt c\u1ea7n escalate l\u00ean c\u1ea5p 2, n\u00ean FCR t\u1ef1 nhi\u00ean th\u1ea5p h\u01a1n c\u00e1c ng\u00e0nh kh\u00e1c.<\/li>\n<li><strong>Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed &amp; b\u00e1n l\u1ebb:<\/strong>\u00a075\u201385% \u2014 Ph\u1ea7n l\u1edbn v\u1ea5n \u0111\u1ec1 (theo d\u00f5i \u0111\u01a1n h\u00e0ng, \u0111\u1ed5i tr\u1ea3, h\u1ee7y \u0111\u01a1n) c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft ngay l\u1eadp t\u1ee9c n\u1ebfu h\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3 t\u1ed1t.<\/li>\n<li><strong>B\u1ea3o hi\u1ec3m:<\/strong>\u00a055\u201370% \u2014 Nhi\u1ec1u v\u1ea5n \u0111\u1ec1 c\u1ea7n th\u1ea9m \u0111\u1ecbnh, \u0111i\u1ec1u tra ho\u1eb7c ph\u00ea duy\u1ec7t t\u1eeb b\u1ed9 ph\u1eadn kh\u00e1c n\u00ean FCR th\u1ea5p h\u01a1n l\u00e0 b\u00ecnh th\u01b0\u1eddng.<\/li>\n<li><strong>Ph\u1ea7n m\u1ec1m &amp; c\u00f4ng ngh\u1ec7 (Helpdesk):<\/strong>\u00a070\u201380% \u2014 Ph\u1ee5 thu\u1ed9c nhi\u1ec1u v\u00e0o n\u0103ng l\u1ef1c k\u1ef9 thu\u1eadt c\u1ee7a agent c\u1ea5p 1.<\/li>\n<\/ul>\n<p><span style=\"color: #ff0000;\">M\u1ed9t \u0111i\u1ec3m quan tr\u1ecdng c\u1ea7n l\u01b0u \u00fd:<\/span> FCR th\u1ea5p kh\u00f4ng ph\u1ea3i l\u00fac n\u00e0o c\u0169ng l\u00e0 d\u1ea5u hi\u1ec7u x\u1ea5u. N\u1ebfu doanh nghi\u1ec7p \u0111ang c\u00f3 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/xay-dung-nen-tang-self-service-thong-qua-knowledge-base-rda-rpa-trong-contact-center\/\">h\u1ec7 th\u1ed1ng self-service<\/a><\/span> t\u1ed1t (chatbot, FAQ, c\u1ed5ng th\u00f4ng tin t\u1ef1 ph\u1ee5c v\u1ee5) th\u00ec nh\u1eefng v\u1ea5n \u0111\u1ec1 \u0111\u01a1n gi\u1ea3n \u0111\u00e3 \u0111\u01b0\u1ee3c x\u1eed l\u00fd t\u1ef1 \u0111\u1ed9ng tr\u01b0\u1edbc khi \u0111\u1ebfn tay agent. \u0110i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a l\u00e0 agent ch\u1ec9 ti\u1ebfp nh\u1eadn nh\u1eefng v\u1ea5n \u0111\u1ec1 th\u1ef1c s\u1ef1 ph\u1ee9c t\u1ea1p, v\u00e0 FCR t\u1ef1 nhi\u00ean s\u1ebd th\u1ea5p h\u01a1n. Trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y, FCR th\u1ea5p h\u01a1n \u0111\u1ed1i th\u1ee7 nh\u01b0ng t\u1ed5ng chi ph\u00ed v\u1eadn h\u00e0nh v\u00e0 CSAT l\u1ea1i t\u1ed1t h\u01a1n.<\/p>\n<h2>M\u1ed1i quan h\u1ec7 gi\u1eefa FCR, CSAT v\u00e0 NPS<\/h2>\n<p>Ba ch\u1ec9 s\u1ed1 n\u00e0y kh\u00f4ng n\u00ean \u0111\u01b0\u1ee3c \u0111o v\u00e0 ph\u00e2n t\u00edch ri\u00eang l\u1ebb, ch\u00fang k\u1ec3 ba g\u00f3c c\u1ee7a c\u00f9ng m\u1ed9t c\u00e2u chuy\u1ec7n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/p>\n<p><strong>FCR v\u00e0 CSAT:<\/strong>\u00a0Gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean l\u00e0 \u0111i\u1ec1u ki\u1ec7n c\u1ea7n nh\u01b0ng ch\u01b0a \u0111\u1ee7 \u0111\u1ec3 c\u00f3 CSAT cao. M\u1ed9t cu\u1ed9c g\u1ecdi c\u00f3 th\u1ec3 k\u1ebft th\u00fac v\u1edbi v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nh\u01b0ng kh\u00e1ch h\u00e0ng v\u1eabn cho \u0111i\u1ec3m th\u1ea5p v\u00ec ph\u1ea3i ch\u1edd qu\u00e1 l\u00e2u, t\u1ed5ng \u0111\u00e0i vi\u00ean thi\u1ebfu th\u00e1i \u0111\u1ed9 th\u00e2n thi\u1ec7n, ho\u1eb7c quy tr\u00ecnh x\u1eed l\u00fd qu\u00e1 ph\u1ee9c t\u1ea1p. Khi FCR cao nh\u01b0ng CSAT th\u1ea5p, \u0111\u00f3 l\u00e0 t\u00edn hi\u1ec7u cho th\u1ea5y v\u1ea5n \u0111\u1ec1 n\u1eb1m \u1edf\u00a0<em>c\u00e1ch<\/em>\u00a0x\u1eed l\u00fd, kh\u00f4ng ph\u1ea3i \u1edf\u00a0<em>k\u1ebft qu\u1ea3<\/em> x\u1eed l\u00fd, v\u00e0 c\u1ea7n \u0111i\u1ec1u tra th\u00eam v\u00e0o h\u00e0nh vi t\u01b0\u01a1ng t\u00e1c c\u1ee7a agent.<\/p>\n<p><strong>FCR v\u00e0 NPS:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\">NPS<\/a><\/span> \u0111o l\u01b0\u1eddng l\u00f2ng trung th\u00e0nh d\u00e0i h\u1ea1n. Kh\u00e1ch h\u00e0ng c\u00f3 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p kh\u00f4ng. Nghi\u00ean c\u1ee9u cho th\u1ea5y kh\u00e1ch h\u00e0ng ph\u1ea3i li\u00ean h\u1ec7 l\u1ea1i nhi\u1ec1u l\u1ea7n cho c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1 c\u00f3 NPS th\u1ea5p h\u01a1n \u0111\u00e1ng k\u1ec3 so v\u1edbi nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ngay l\u1ea7n \u0111\u1ea7u. T\u00e1c \u0111\u1ed9ng c\u1ee7a FCR l\u00ean NPS th\u01b0\u1eddng xu\u1ea5t hi\u1ec7n tr\u1ec5 h\u01a1n, kh\u00f4ng ph\u1ea3i ngay sau cu\u1ed9c g\u1ecdi m\u00e0 t\u00edch l\u0169y theo th\u1eddi gian qua nhi\u1ec1u l\u1ea7n t\u01b0\u01a1ng t\u00e1c.<\/p>\n<p>C\u00e1ch theo d\u00f5i hi\u1ec7u qu\u1ea3 nh\u1ea5t l\u00e0 \u0111\u1eb7t ba ch\u1ec9 s\u1ed1 n\u00e0y tr\u00ean c\u00f9ng m\u1ed9t dashboard v\u00e0 theo d\u00f5i s\u1ef1 bi\u1ebfn \u0111\u1ed9ng \u0111\u1ed3ng th\u1eddi. Khi FCR t\u0103ng m\u00e0 CSAT kh\u00f4ng t\u0103ng t\u01b0\u01a1ng \u1ee9ng, ho\u1eb7c khi CSAT t\u0103ng nh\u01b0ng NPS v\u1eabn \u0111\u1ee9ng y\u00ean, \u0111\u00f3 l\u00e0 nh\u1eefng t\u00edn hi\u1ec7u quan tr\u1ecdng c\u1ea7n ph\u00e2n t\u00edch s\u00e2u h\u01a1n.<\/p>\n<h2>3 sai l\u1ea7m ph\u1ed5 bi\u1ebfn khi \u0111o FCR<\/h2>\n<p><strong>Sai l\u1ea7m 1: Nh\u1ea7m &#8220;repeat contact&#8221; v\u1edbi FCR th\u1ea5p<\/strong><\/p>\n<p>Kh\u00f4ng ph\u1ea3i m\u1ecdi l\u1ea7n kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 l\u1ea1i \u0111\u1ec1u l\u00e0 FCR th\u1ea5t b\u1ea1i. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1ecdi l\u1ea1i v\u00ec m\u1ed9t v\u1ea5n \u0111\u1ec1 ho\u00e0n to\u00e0n m\u1edbi, ho\u1eb7c \u0111\u1ec3 c\u1eadp nh\u1eadt th\u00f4ng tin li\u00ean quan nh\u01b0ng kh\u00f4ng ph\u1ea3i v\u00ec v\u1ea5n \u0111\u1ec1 c\u0169 ch\u01b0a gi\u1ea3i quy\u1ebft. Khi d\u00f9ng repeat contact tracking \u0111\u1ec3 t\u00ednh FCR, c\u1ea7n c\u00f3 c\u01a1 ch\u1ebf ph\u00e2n lo\u1ea1i l\u00fd do li\u00ean h\u1ec7, th\u01b0\u1eddng th\u00f4ng qua m\u00e3 h\u00f3a cu\u1ed9c g\u1ecdi (call tagging) ho\u1eb7c ph\u00e2n t\u00edch transcript \u0111\u1ec3 ch\u1ec9 t\u00ednh nh\u1eefng l\u1ea7n li\u00ean h\u1ec7 th\u1ef1c s\u1ef1 li\u00ean quan \u0111\u1ebfn v\u1ea5n \u0111\u1ec1 c\u0169.<\/p>\n<p><strong>Sai l\u1ea7m 2: Ch\u1ed1t FCR ngay trong ho\u1eb7c ngay sau cu\u1ed9c g\u1ecdi<\/strong><\/p>\n<p>\u0110\u00e2y l\u00e0 sai l\u1ea7m k\u1ef9 thu\u1eadt quan tr\u1ecdng nh\u1ea5t. M\u1ed9t s\u1ed1 v\u1ea5n \u0111\u1ec1 tr\u00f4ng nh\u01b0 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong cu\u1ed9c g\u1ecdi nh\u01b0ng th\u1ef1c ra ch\u1ec9 \u0111\u01b0\u1ee3c x\u1eed l\u00fd t\u1ea1m th\u1eddi v\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd ph\u00e1t hi\u1ec7n ra trong v\u00e0i ng\u00e0y sau. Khung th\u1eddi gian theo d\u00f5i ti\u00eau chu\u1ea9n trong ng\u00e0nh l\u00e0 <strong>5\u20137 ng\u00e0y l\u00e0m vi\u1ec7c<\/strong>\u00a0sau l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean. V\u1edbi c\u00e1c ng\u00e0nh c\u00f3 chu k\u1ef3 x\u1eed l\u00fd d\u00e0i h\u01a1n nh\u01b0 b\u1ea3o hi\u1ec3m hay t\u00e0i ch\u00ednh, khung n\u00e0y c\u00f3 th\u1ec3 k\u00e9o d\u00e0i \u0111\u1ebfn 14\u201330 ng\u00e0y.<\/p>\n<p><strong>Sai l\u1ea7m 3: \u0110o FCR t\u1ed5ng m\u00e0 kh\u00f4ng ph\u00e2n t\u00e1ch theo l\u00fd do li\u00ean h\u1ec7<\/strong><\/p>\n<p>FCR trung b\u00ecnh to\u00e0n h\u1ec7 th\u1ed1ng l\u00e0 con s\u1ed1 \u00edt c\u00f3 gi\u00e1 tr\u1ecb qu\u1ea3n l\u00fd nh\u1ea5t. \u0110i\u1ec1u th\u1ef1c s\u1ef1 c\u00f3 \u00edch l\u00e0 FCR theo t\u1eebng nh\u00f3m v\u1ea5n \u0111\u1ec1: FCR cho c\u00e1c cu\u1ed9c g\u1ecdi v\u1ec1 \u0111\u1ed5i tr\u1ea3 h\u00e0ng l\u00e0 bao nhi\u00eau? FCR cho s\u1ef1 c\u1ed1 k\u1ef9 thu\u1eadt c\u1ea5p 1 l\u00e0 bao nhi\u00eau? FCR cho khi\u1ebfu n\u1ea1i thanh to\u00e1n l\u00e0 bao nhi\u00eau? Khi ph\u00e2n t\u00e1ch nh\u01b0 v\u1eady, doanh nghi\u1ec7p s\u1ebd bi\u1ebft ch\u00ednh x\u00e1c nh\u00f3m v\u1ea5n \u0111\u1ec1 n\u00e0o \u0111ang k\u00e9o FCR t\u1ed5ng xu\u1ed1ng, v\u00e0 \u0111\u00f3 m\u1edbi l\u00e0 \u0111i\u1ec3m c\u1ea7n can thi\u1ec7p.<\/p>\n<h2>Th\u00e1ch th\u1ee9c: \u0110o FCR trong m\u00f4i tr\u01b0\u1eddng \u0111a k\u00eanh<\/h2>\n<p>\u0110\u00e2y l\u00e0 b\u00e0i to\u00e1n m\u00e0 ph\u1ea7n l\u1edbn t\u00e0i li\u1ec7u v\u1ec1 FCR b\u1ecf qua nh\u01b0ng l\u1ea1i l\u00e0 v\u1ea5n \u0111\u1ec1 th\u1ef1c t\u1ebf nh\u1ea5t v\u1edbi c\u00e1c Contact Center hi\u1ec7n \u0111\u1ea1i. Khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u1eeb chatbot, ti\u1ebfp t\u1ee5c qua email, r\u1ed3i g\u1ecdi \u0111i\u1ec7n tho\u1ea1i cho c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1, \u0111\u00f3 l\u00e0 m\u1ed9t hay ba l\u1ea7n li\u00ean h\u1ec7? FCR \u0111\u01b0\u1ee3c t\u00ednh th\u1ebf n\u00e0o?<\/p>\n<p>V\u1ec1 nguy\u00ean t\u1eafc, to\u00e0n b\u1ed9 chu\u1ed7i t\u01b0\u01a1ng t\u00e1c \u0111\u00f3 ph\u1ea3i \u0111\u01b0\u1ee3c coi l\u00e0\u00a0<em>m\u1ed9t<\/em> s\u1ef1 ki\u1ec7n li\u00ean h\u1ec7 cho c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1, v\u00e0 FCR ch\u1ec9 \u0111\u1ea1t \u0111\u01b0\u1ee3c khi v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft d\u1ee9t \u0111i\u1ec3m, b\u1ea5t k\u1ec3 k\u00eanh n\u00e0o l\u00e0 k\u00eanh cu\u1ed1i c\u00f9ng x\u1eed l\u00fd. Nh\u01b0ng \u0111\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, h\u1ec7 th\u1ed1ng c\u1ea7n c\u00f3 kh\u1ea3 n\u0103ng nh\u1eadn di\u1ec7n c\u00f9ng m\u1ed9t kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u k\u00eanh v\u00e0 g\u1eafn k\u1ebft c\u00e1c t\u01b0\u01a1ng t\u00e1c ri\u00eang l\u1ebb th\u00e0nh m\u1ed9t h\u00e0nh tr\u00ecnh duy nh\u1ea5t.<\/p>\n<p>\u0110\u00e2y ch\u00ednh l\u00e0 l\u00fd do n\u1ec1n t\u1ea3ng\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/omni-channel-contact-center\/\">Omnichannel Contact Center<\/a><\/span> tr\u1edf th\u00e0nh y\u00eau c\u1ea7u ti\u00ean quy\u1ebft \u0111\u1ec3 \u0111o FCR ch\u00ednh x\u00e1c trong m\u00f4i tr\u01b0\u1eddng \u0111a k\u00eanh, kh\u00f4ng ph\u1ea3i ch\u1ec9 \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, m\u00e0 c\u00f2n \u0111\u1ec3 c\u00f3 d\u1eef li\u1ec7u \u0111\u00e1ng tin c\u1eady \u0111\u1ec3 qu\u1ea3n l\u00fd. N\u1ebfu c\u00e1c k\u00eanh v\u1eabn ho\u1ea1t \u0111\u1ed9ng r\u1eddi r\u1ea1c v\u00e0 kh\u00f4ng chia s\u1ebb d\u1eef li\u1ec7u v\u1edbi nhau, FCR \u0111\u01b0\u1ee3c b\u00e1o c\u00e1o s\u1ebd b\u1ecb th\u1ed5i ph\u1ed3ng, v\u00ec m\u1ed7i k\u00eanh ch\u1ec9 nh\u00ecn th\u1ea5y ph\u1ea7n t\u01b0\u01a1ng t\u00e1c c\u1ee7a m\u00ecnh v\u00e0 m\u1eb7c \u0111\u1ecbnh coi \u0111\u00f3 l\u00e0 &#8220;\u0111\u00e3 gi\u1ea3i quy\u1ebft&#8221;.<\/p>\n<h2>Chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n FCR<\/h2>\n<h3>1. T\u1ed1i \u01b0u \u0111\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi \u2014 \u0111\u01b0a \u0111\u00fang ng\u01b0\u1eddi \u0111\u1ebfn \u0111\u00fang ch\u1ed7 ngay t\u1eeb \u0111\u1ea7u<\/h3>\n<p>M\u1ed9t trong nh\u1eefng nguy\u00ean nh\u00e2n ph\u1ed5 bi\u1ebfn nh\u1ea5t khi\u1ebfn FCR th\u1ea5p l\u00e0 cu\u1ed9c g\u1ecdi b\u1ecb chuy\u1ec3n sai b\u1ed9 ph\u1eadn, kh\u00e1ch h\u00e0ng ph\u1ea3i gi\u1ea3i th\u00edch l\u1ea1i v\u1ea5n \u0111\u1ec1 nhi\u1ec1u l\u1ea7n v\u1edbi nhi\u1ec1u ng\u01b0\u1eddi kh\u00e1c nhau tr\u01b0\u1edbc khi g\u1eb7p \u0111\u01b0\u1ee3c \u0111\u00fang ng\u01b0\u1eddi c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft. T\u1ed1i \u01b0u h\u1ec7 th\u1ed1ng IVR k\u1ebft h\u1ee3p v\u1edbi <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/\">ACD<\/a><\/span> \u0111\u1ecbnh tuy\u1ebfn theo k\u1ef9 n\u0103ng (skill-based routing) gi\u00fap gi\u1ea3m \u0111\u00e1ng k\u1ec3 t\u1ef7 l\u1ec7 chuy\u1ec3n cu\u1ed9c g\u1ecdi n\u1ed9i b\u1ed9 v\u00e0 m\u1ed7i l\u1ea7n gi\u1ea3m transfer l\u00e0 m\u1ed9t l\u1ea7n FCR c\u00f3 c\u01a1 h\u1ed9i t\u0103ng l\u00ean.<\/p>\n<h3>2. Trang b\u1ecb \u0111\u1ee7 th\u00f4ng tin v\u00e0 th\u1ea9m quy\u1ec1n cho agent c\u1ea5p 1<\/h3>\n<p>Agent kh\u00f4ng th\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 n\u1ebfu kh\u00f4ng c\u00f3 \u0111\u1ee7 th\u00f4ng tin ho\u1eb7c kh\u00f4ng \u0111\u01b0\u1ee3c trao \u0111\u1ee7 th\u1ea9m quy\u1ec1n \u0111\u1ec3 h\u00e0nh \u0111\u1ed9ng. Hai can thi\u1ec7p quan tr\u1ecdng nh\u1ea5t \u1edf \u0111\u00e2y l\u00e0: x\u00e2y d\u1ef1ng knowledge base c\u1eadp nh\u1eadt v\u00e0 d\u1ec5 tra c\u1ee9u trong khi \u0111ang nghe \u0111i\u1ec7n tho\u1ea1i, v\u00e0 trao th\u00eam th\u1ea9m quy\u1ec1n x\u1eed l\u00fd cho agent c\u1ea5p 1 trong m\u1ed9t s\u1ed1 nh\u00f3m v\u1ea5n \u0111\u1ec1 ph\u1ed5 bi\u1ebfn thay v\u00ec ph\u1ea3i escalate l\u00ean supervisor. M\u1ed7i l\u1ea7n escalation kh\u00f4ng c\u1ea7n thi\u1ebft l\u00e0 m\u1ed9t r\u1ee7i ro FCR th\u1ea5t b\u1ea1i.<\/p>\n<h3>3. Ph\u00e2n t\u00edch cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i \u2014 t\u00ecm m\u1eabu chung, kh\u00f4ng ch\u1ec9 x\u1eed l\u00fd t\u1eebng case<\/h3>\n<p>Thay v\u00ec ch\u1ec9 nh\u00ecn v\u00e0o FCR t\u1ed5ng, h\u00e3y th\u01b0\u1eddng xuy\u00ean ph\u00e2n t\u00edch nh\u1eefng cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i:<\/p>\n<ul>\n<li>Kh\u00e1ch h\u00e0ng g\u1ecdi l\u1ea1i v\u00ec l\u00fd do g\u00ec?<\/li>\n<li>Nh\u00f3m v\u1ea5n \u0111\u1ec1 n\u00e0o t\u1ea1o ra nhi\u1ec1u repeat contact nh\u1ea5t?<\/li>\n<li>Agent n\u00e0o c\u00f3 t\u1ef7 l\u1ec7 FCR th\u1ea5p nh\u1ea5t v\u00e0 t\u1ea1i sao?<\/li>\n<li>D\u1eef li\u1ec7u n\u00e0y th\u01b0\u1eddng ch\u1ec9 ra r\u1eb1ng 20% nh\u00f3m v\u1ea5n \u0111\u1ec1 t\u1ea1o ra 80% cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i<\/li>\n<\/ul>\n<p>V\u00e0 can thi\u1ec7p t\u1eadp trung v\u00e0o 20% \u0111\u00f3 s\u1ebd t\u1ea1o ra t\u00e1c \u0111\u1ed9ng l\u1edbn nh\u1ea5t l\u00ean FCR t\u1ed5ng.<\/p>\n<h3>4. \u0110\u00e0o t\u1ea1o c\u00f3 m\u1ee5c ti\u00eau<\/h3>\n<p>\u0110\u00e0o t\u1ea1o \u0111\u1ecbnh k\u1ef3 to\u00e0n b\u1ed9 \u0111\u1ed9i ng\u0169 theo c\u00f9ng m\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh chung th\u01b0\u1eddng k\u00e9m hi\u1ec7u qu\u1ea3 h\u01a1n so v\u1edbi \u0111\u00e0o t\u1ea1o c\u00f3 m\u1ee5c ti\u00eau d\u1ef1a tr\u00ean ph\u00e2n t\u00edch FCR th\u1ef1c t\u1ebf. Agent c\u00f3 FCR th\u1ea5p trong nh\u00f3m v\u1ea5n \u0111\u1ec1 k\u1ef9 thu\u1eadt c\u1ea7n coaching kh\u00e1c v\u1edbi agent c\u00f3 FCR th\u1ea5p v\u00ec k\u1ef9 n\u0103ng x\u00e1c nh\u1eadn v\u1ea5n \u0111\u1ec1 k\u00e9m.<\/p>\n<p>D\u1eef li\u1ec7u\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/criteria-for-evaluating-call-quality\/\">QA cu\u1ed9c g\u1ecdi<\/a><\/span> k\u1ebft h\u1ee3p v\u1edbi ph\u00e2n t\u00edch FCR theo t\u1eebng agent s\u1ebd cho th\u1ea5y r\u00f5 ai c\u1ea7n \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 g\u00ec, v\u00e0 \u0111\u00e2y l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 thi\u1ebft k\u1ebf c\u00e1c <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/coaching-skills-training-program-for-managers\/\">ch\u01b0\u01a1ng tr\u00ecnh coaching<\/a><\/span>\u00a0th\u1ef1c s\u1ef1 c\u00f3 t\u00e1c \u0111\u1ed9ng.<\/p>\n<h3>5. X\u00e2y d\u1ef1ng n\u0103ng l\u1ef1c self-service<\/h3>\n<p>\u0110\u00e2y l\u00e0 chi\u1ebfn l\u01b0\u1ee3c d\u00e0i h\u1ea1n nh\u01b0ng c\u00f3 t\u00e1c \u0111\u1ed9ng k\u00e9p: khi nh\u1eefng v\u1ea5n \u0111\u1ec1 \u0111\u01a1n gi\u1ea3n v\u00e0 l\u1eb7p \u0111i l\u1eb7p l\u1ea1i \u0111\u01b0\u1ee3c x\u1eed l\u00fd qua chatbot, FAQ, ho\u1eb7c c\u1ed5ng t\u1ef1 ph\u1ee5c v\u1ee5, l\u00fac \u0111\u00f3 agent \u0111\u01b0\u1ee3c gi\u1ea3i ph\u00f3ng \u0111\u1ec3 t\u1eadp trung v\u00e0o nh\u1eefng v\u1ea5n \u0111\u1ec1 th\u1ef1c s\u1ef1 ph\u1ee9c t\u1ea1p v\u00e0 x\u1eed l\u00fd ch\u00fang t\u1ed1t h\u01a1n. K\u1ebft qu\u1ea3 l\u00e0 FCR tr\u00ean c\u1ea3 hai t\u1ea7ng \u0111\u1ec1u c\u1ea3i thi\u1ec7n.<\/p>\n<h2>C\u1ea3i thi\u1ec7n FCR c\u1ea7n t\u01b0 duy h\u1ec7 th\u1ed1ng<\/h2>\n<p>FCR d\u1ec5 \u0111\u1ecbnh ngh\u0129a nh\u01b0ng kh\u00f3 \u0111o \u0111\u00fang v\u00e0 kh\u00f3 c\u1ea3i thi\u1ec7n b\u1ec1n v\u1eefng. Nh\u1eefng doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n FCR th\u1ef1c s\u1ef1 kh\u00f4ng ph\u1ea3i v\u00ec h\u1ecd y\u00eau c\u1ea7u agent &#8220;c\u1ed1 g\u1eafng h\u01a1n&#8221;, m\u00e0 v\u00ec h\u1ecd \u0111\u00e3 thay \u0111\u1ed5i h\u1ec7 th\u1ed1ng: t\u1ed1i \u01b0u \u0111\u1ecbnh tuy\u1ebfn, trao th\u00eam th\u1ea9m quy\u1ec1n cho agent, x\u00e2y d\u1ef1ng knowledge base t\u1ed1t h\u01a1n, v\u00e0 t\u00edch h\u1ee3p c\u00e1c k\u00eanh \u0111\u1ec3 c\u00f3 d\u1eef li\u1ec7u \u0111\u1ea7y \u0111\u1ee7 h\u01a1n.<\/p>\n<p>N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang mu\u1ed1n \u0111\u00e1nh gi\u00e1 l\u1ea1i c\u00e1ch \u0111o v\u00e0 c\u1ea3i thi\u1ec7n FCR trong th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh \u2014 t\u1eeb thi\u1ebft k\u1ebf quy tr\u00ecnh, l\u1ef1a ch\u1ecdn c\u00f4ng ngh\u1ec7 \u0111\u1ebfn \u0111\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 \u2014 \u0111\u1ed9i ng\u0169\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\">Bellsystem24 Vietnam<\/a><\/span> v\u1edbi h\u01a1n 19 n\u0103m kinh nghi\u1ec7m v\u1eadn h\u00e0nh Contact Center s\u1eb5n s\u00e0ng \u0111\u1ed3ng h\u00e0nh t\u01b0 v\u1ea5n.<\/p>","protected":false},"excerpt":{"rendered":"<p>Trong t\u1ea5t c\u1ea3 c\u00e1c ch\u1ec9 s\u1ed1 v\u1eadn h\u00e0nh c\u1ee7a m\u1ed9t\u00a0Contact Center, FCR (First Contact Resolution) \u0111\u01b0\u1ee3c xem l\u00e0 m\u1ed9t trong [&hellip;]<\/p>","protected":false},"author":1,"featured_media":21746,"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 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