{"id":6562,"date":"2021-09-06T10:43:52","date_gmt":"2021-09-06T03:43:52","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6562"},"modified":"2021-09-06T10:43:52","modified_gmt":"2021-09-06T03:43:52","slug":"call-center-quality-management-quan-ly-tong-dai-hieu-qua","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/van-hanh\/call-center-quality-management-quan-ly-tong-dai-hieu-qua\/","title":{"rendered":"CALL CENTER QUALITY MANAGEMENT \u2013 MORE EFFICIENT CALL CENTER MANAGEMENT"},"content":{"rendered":"<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt;\"><strong><span style=\"color: #2e5d95;\">The importance of call center management and measurement.<\/span><\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">As business competition increasingly shifts focus toward improving quality\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/\">customer journey experience<\/a><\/span>\u00a0(Customer Experience) instead of competing based on product quality. At this time, the performance and efficiency of the Call Center switchboard are more focused than ever. This is also the time when smart Call Center management applications (Call Center quality management - QM) were born.<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/call_center_quality_management_08393e07f63b4542a63de6fc0e6cd0ce.jpg\" alt=\"call center quality management\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Automatic switchboard management solution provides businesses with tools to measure and monitor Agents,\u00a0<\/span><span style=\"font-weight: 400; font-size: 12pt;\">D<\/span><span style=\"font-weight: 400; font-size: 12pt;\">Reflecting the quality of customer interactions<\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">\u00a0and continuous improvement. This is a tool that will help businesses monitor their operations and detect weaknesses that need to be improved to increase the quality of customer service - a premise for future success.<\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>Benefits of Quality management application.<\/strong><\/span><\/h2>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Improve customer service quality:\u00a0<\/span><\/strong><\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Identify weaknesses in operating processes for continuous improvement.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Increase customer retention:\u00a0<\/span><\/strong><\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Enhanced customer journey experience leads to better customer retention.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Better employee monitoring:\u00a0<\/span><\/strong><\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">The automated management software can evaluate 100% interactions between Agents and customers and fully display Agents&#039; work performance\/efficiency.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Identify weaknesses that the Agent needs to improve:\u00a0<\/span><\/strong><\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Evaluate Agent weaknesses based on statistics and detailed reports.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Save costs \u2013 increase efficiency:\u00a0<\/span><\/strong><\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Automated QM software significantly reduces human intervention in assessment and measurement.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt; color: #b9284e;\">Request Demo<\/span><\/p>\n<p><a href=\"https:\/\/bell24vietnam.vn\/en\/contact-us\/\"><img fetchpriority=\"high\" decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/nhan_tu_van_va_bao_gia_db3c42e8a00a466686121f1293a73aa0.png\" alt=\"register for consultation\" width=\"344\" height=\"173\" \/><\/a><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>Measurement methods.<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/\">Call Center<\/a><\/span>\u00a0There are many different measurement criteria, depending on the specific needs of each business, these factors can be customized separately. Below are some of the most common methods commonly used to monitor and measure Call Center.<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Random monitoring.<\/span><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">This is the method chosen by many managers to measure the performance of Agents. The method is often done quickly and simulates a part of the quality of Agents&#039; work, as well as the quality of the business&#039;s customer service (The larger the random sample, the more accurate the assessment). This method only describes a part, but does not completely reflect the quality of customer service.<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Target monitoring.<\/span><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Target the interactions that the business wants to study. This method is often used to monitor high-value interactions (VIP customers), or interactions that are suspected to be of low quality (Decreasing the overall quality of the call center)<\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Overall monitoring and analysis.<\/span><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Is a method of monitoring and analyzing all interactions between the call center and customers. It provides a comprehensive, accurate and in-depth view of interactions by voice and text (Voice, Email, etc.) allowing managers to easily analyze and provide solutions for the overall customer service process.<\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>Determining factors in measurement.<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">What are the criteria that businesses choose to evaluate? Each business will usually have different evaluation criteria. These criteria are unified, classified, ranked, and then integrated into the system for machine learning to automatically evaluate according to pre-programmed algorithms. The evaluation factors are usually:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Call recording.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Sample interactive scenario.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Interaction quality criteria.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Calibration.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Reporting and analysis system.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/do_luong_tong_dai_9b0ea50e3f5e4c43b3b02eb4d7d2b327.jpg\" alt=\"y\u00ea\u0301u t\u00f4\u0301 \u0111o l\u01b0\u01a1\u0300ng call center\" \/><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>Technologies in Call Center quality management software.<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Recording.<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Call recording software to store all Agent voice interactions with customers.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Analysis.<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Artificial intelligence-based automated analysis software replaces humans.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">The analysis toolkit includes:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong><a style=\"color: #000000;\" href=\"http:\/\/bell24vietnam.vn\/en\/blogs\/news\/sentiment-analysis-phan-tich-cam-xuc-khach-hang\/\">Sentiment analytic<\/a><\/strong>\u00a0(Emotional Analysis)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Phonetics analytics<\/strong>\u00a0(Phonetic Analysis)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong><a href=\"http:\/\/bell24vietnam.vn\/en\/blogs\/news\/speech-to-text-call-center\/\"><span style=\"color: #000000;\">Speech-to-text analytics<\/span><\/a><\/strong>\u00a0(Speech to text)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><a style=\"color: #000000;\" href=\"http:\/\/bell24vietnam.vn\/en\/blogs\/news\/text-to-speech-call-center\/\">Text-to-speech analytics<\/a>\u00a0(Text to Speech)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Text analytics<\/strong>\u00a0(Text Analysis)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Desktop analytics<\/strong>\u00a0(Analysis of Agent&#039;s working screen)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Predictive<\/strong>\u00a0(Forecast)<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Standard database.<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Data on interaction standards stored in the database can easily be used as a basis for quality assessment and analysis.<\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>Notes when building an evaluation set for a Call Center switchboard.<\/strong><\/span><\/h2>\n<ul>\n<li style=\"font-weight: 400; text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Always aligned with strategic goals:<\/strong>\u00a0The review template needs to be considered for consistency to ensure it is consistent with the customer care strategy at all times.<\/span><\/li>\n<li style=\"font-weight: 400; text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>The sample evaluation method should be simple:<\/strong>\u00a0It will be easier to assess and trace the root cause of the problem.<\/span><\/li>\n<li style=\"font-weight: 400; text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Divide the sample according to its constituent elements.<\/span><\/strong><\/span><\/li>\n<li style=\"font-weight: 400; text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Choose the appropriate scoring method:<\/strong>\u00a0Choose the score, rating, or sentiment rating scale that best suits your measurement goals.<\/span><\/li>\n<li style=\"font-weight: 400; text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">Focus on the quality of customer experience<\/span><\/strong><\/span><\/li>\n<\/ul>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Bellsystem24-Vietnam<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt; color: #000000;\"><b>The leading provider of smart Contact Center solutions in Vietnam.<\/b><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>T\u00e2\u0300m quan tro\u0323ng cu\u0309a vi\u00ea\u0323c qu\u1ea3n l\u00fd, \u0111o l\u01b0\u1eddng t\u00f4\u0309ng \u0111a\u0300i. Khi s\u1ef1 c\u1ea1nh tranh c\u1ee7a c\u00e1c doanh nghi\u1ec7p ng\u00e0y [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6563,"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":"","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":"default","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":[17],"tags":[30],"class_list":["post-6562","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-van-hanh","tag-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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