{"id":6716,"date":"2020-09-12T11:45:05","date_gmt":"2020-09-12T04:45:05","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6716"},"modified":"2020-09-12T11:45:05","modified_gmt":"2020-09-12T04:45:05","slug":"tong-dai-ao-la-gi-xu-huong-tat-yeu-cua-tuong-lai","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/technology\/tong-dai-ao-la-gi-xu-huong-tat-yeu-cua-tuong-lai\/","title":{"rendered":"WHAT IS A VIRTUAL CALL CENTER? AN INEVITABLE FUTURE TREND"},"content":{"rendered":"

Khi l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ng\u00e0y m\u1ed9t gia t\u0103ng, t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng truy\u1ec1n th\u1ed1ng tr\u1edf n\u00ean y\u1ebfu th\u1ebf: chi ph\u00ed ng\u00e0y c\u00e0ng t\u0103ng cao, kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n v\u1ec1 vi\u1ec7c kh\u00f4ng g\u1ecdi \u0111\u01b0\u1ee3c cho doanh nghi\u1ec7p. Nh\u1eb1m g\u1ee1 r\u1ed1i cho v\u1ea5n \u0111\u1ec1 tr\u00ean, t\u1ed5ng \u0111\u00e0i \u1ea3o ra \u0111\u1eddi v\u00e0 nhanh ch\u00f3ng tr\u1edf th\u00e0nh \u201cc\u01a1n s\u1ed1t\u201d c\u1ee7a nhi\u1ec1u qu\u1ed1c gia tr\u00ean th\u1ebf gi\u1edbi, trong \u0111\u00f3 c\u00f3 nhi\u1ec1u n\u01b0\u1edbc ph\u00e1t tri\u1ec3n nh\u01b0 Nh\u1eadt B\u1ea3n, Singapore, H\u00e0n Qu\u1ed1c, M\u1ef9,… v\u00e0 ngay c\u1ea3 Vi\u1ec7t Nam.\u00a0<\/span><\/p>\n

V\u1eady \u0111i\u1ec1u g\u00ec \u0111\u00e3 khi\u1ebfn t\u1ed5ng \u0111\u00e0i \u1ea3o \u201cs\u1ed1t\u201d \u0111\u1ebfn v\u1eady? H\u00e3y c\u00f9ng Bellsystem24-Vietnam t\u00ecm hi\u1ec3u ngay sau \u0111\u00e2y!<\/span><\/p>\n

T\u1ed5ng \u0111\u00e0i \u1ea3o l\u00e0 g\u00ec?<\/span><\/h2>\n

T\u1ed5ng \u0111\u00e0i \u1ea3o l\u00e0\u00a0d\u1ecbch v\u1ee5 t\u1ed5ng \u0111\u00e0i \u0111i\u1ec7n tho\u1ea1i tr\u00ean n\u1ec1n t\u1ea3ng \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y<\/a><\/span>\u00a0k\u1ebft h\u1ee3p v\u1edbi c\u00f4ng ngh\u1ec7 VoIP hi\u1ec7n \u0111\u1ea1i nh\u1eb1m cung c\u1ea5p cho kh\u00e1ch h\u00e0ng c\u00e1c cu\u1ed9c g\u1ecdi ch\u1ea5t l\u01b0\u1ee3ng cao v\u1edbi chi ph\u00ed th\u1ea5p nh\u1ea5t. V\u1edbi d\u1ecbch v\u1ee5 Call Center kh\u00e1ch h\u00e0ng ch\u1ec9 c\u1ea7n trang b\u1ecb \u0111i\u1ec7n tho\u1ea1i IP ho\u1eb7c t\u1eadn d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i analog c\u00f3 s\u1eb5n th\u00f4ng qua IP Gateway, ho\u1eb7c Ph\u1ea7n m\u1ec1m g\u1ecdi \u0111i\u1ec7n (Soft Phone) l\u00e0 c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111\u01b0\u1ee3c \u0111\u1ea7y \u0111\u1ee7 t\u00ednh n\u0103ng c\u1ee7a m\u1ed9t t\u1ed5ng \u0111\u00e0i chuy\u00ean nghi\u1ec7p m\u00e0 kh\u00f4ng c\u1ea7n \u0111\u1ea7u t\u01b0 h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i<\/span><\/p>\n

\"t\u1ed5ng<\/span><\/p>\n

V\u00ec sao t\u1ed5ng \u0111\u00e0i \u1ea3o t\u1ea1o l\u00ean \u201cc\u01a1n s\u1ed1t\u201d trong CSKH?<\/span><\/h2>\n

C\u00f3 r\u1ea5t nhi\u1ec1u l\u00fd do khi\u1ebfn t\u1ed5ng \u0111\u00e0i \u1ea3o ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p \u01b0a chu\u1ed9ng, tuy nhi\u00ean c\u00f3 ba l\u00fd do ch\u00ednh m\u00e0 ch\u00fang ta c\u1ea7n x\u00e9t \u0111\u1ebfn ngay sau \u0111\u00e2y!<\/span><\/p>\n

Cost savings<\/span><\/h3>\n

Vi\u1ec7c c\u1eaft gi\u1ea3m t\u1ed1i \u0111a chi ph\u00ed v\u00e0 gia t\u0103ng l\u1ee3i nhu\u1eadn l\u00e0 v\u1ea5n \u0111\u1ec1 quan tr\u1ecdng nh\u1ea5t quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn s\u1ef1 t\u1ed3n t\u1ea1i, ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/span><\/p>\n

Trong khi t\u1ed5ng \u0111\u00e0i th\u00f4ng th\u01b0\u1eddng ho\u1ea1t \u0111\u1ed9ng theo c\u01a1 ch\u1ebf k\u1ebft n\u1ed1i tr\u1ef1c ti\u1ebfp m\u1ed9t – m\u1ed9t kh\u00e1ch h\u00e0ng th\u00f4ng qua \u0111\u01b0\u1eddng d\u00e2y m\u1ea1ng \u0111i\u1ec7n tho\u1ea1i, doanh nghi\u1ec7p s\u1ebd ph\u00e1t sinh nhi\u1ec1u chi ph\u00ed: chi ph\u00ed \u0111\u1ea7u t\u01b0 c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng vi\u1ec5n th\u00f4ng; chi ph\u00ed nh\u00e2n vi\u00ean (m\u1ed7i nh\u00e2n vi\u00ean ch\u1ec9 \u0111\u01b0\u1ee3c ti\u1ebfp nh\u1eadn m\u1ed9t cu\u1ed9c g\u1ecdi \u0111\u1ebfn); chi ph\u00ed qu\u1ea3n l\u00fd; th\u1ea5t tho\u00e1t kh\u00e1ch h\u00e0ng \u1edf nh\u1eefng k\u00eanh kh\u00e1c nh\u01b0 website, zalo,… khi nhi\u1ec1u kh\u00e1ch g\u1ecdi c\u00f9ng l\u00fac.<\/span><\/p>\n

\"l\u1ee3i<\/span><\/p>\n

Tuy nhi\u00ean \u0111\u1ed1i v\u1edbi d\u1ecbch v\u1ee5 t\u1ed5ng \u0111\u00e0i \u1ea3o, doanh nghi\u1ec7p ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng k\u1ebft n\u1ed1i v\u1edbi nhi\u1ec1u kh\u00e1ch h\u00e0ng c\u00f9ng l\u00fac m\u00e0 kh\u00f4ng lo l\u1eafng v\u1ea5n \u0111\u1ec1 m\u00e1y b\u1eadn, ngh\u1ebdn m\u1ea1ng x\u1ea3y ra. V\u1edbi kh\u1ea3 n\u0103ng ho\u1ea1t \u0111\u1ed9ng tr\u00ean n\u1ec1n IP, t\u1ed5ng \u0111\u00e0i \u1ea3o \u0111\u01a1n gi\u1ea3n h\u00f3a vi\u1ec7c c\u00e0i \u0111\u1eb7t v\u00e0 thi\u1ebft l\u1eadp c\u1ea5u h\u00ecnh. Doanh nghi\u1ec7p s\u1ebd gi\u1ea3m thi\u1ec3u \u0111\u01b0\u1ee3c chi ph\u00ed c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng vi\u1ec5n th\u00f4ng, chi ph\u00ed nh\u00e2n vi\u00ean v\u00e0 nhi\u1ec1u chi ph\u00ed kh\u00e1c c\u00f3 th\u1ec3 k\u1ec3 \u0111\u1ebfn nh\u01b0:<\/span><\/p>\n

– Chi ph\u00ed g\u1ecdi n\u1ed9i b\u1ed9: t\u1ed5ng \u0111\u00e0i \u1ea3o\u00a0MI\u1ec4N PH\u00cd<\/strong>\u00a0chi ph\u00ed n\u00e0y<\/span><\/p>\n

– C\u01b0\u1edbc ph\u00ed cu\u1ed9c g\u1ecdi qu\u1ed1c t\u1ebf th\u1ea5p h\u01a1n<\/span><\/p>\n

– M\u1ed9t t\u1ed5ng \u0111\u00e0i c\u00f3 th\u1ec3 ti\u1ebfp nh\u1eadn nhi\u1ec1u cu\u1ed9c g\u1ecdi \u0111\u1ebfn v\u00e0 t\u1ef1 \u0111\u1ed9ng ph\u00e2n chia cho nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111ang online trong ca tr\u1ef1c gi\u00fap doanh nghi\u1ec7p kh\u00f4ng th\u1ea5t tho\u00e1t kh\u00e1ch h\u00e0ng<\/span><\/p>\n

– Nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 l\u00e0m vi\u1ec7c m\u1ecdi l\u00fac, m\u1ecdi n\u01a1i ngay tr\u00ean \u1ee9ng d\u1ee5ng t\u1ed5ng \u0111\u00e0i \u1ea3o\u00a0<\/span><\/p>\n

T\u1ed1i \u01b0u qu\u1ea3n l\u00fd<\/span><\/h3>\n

\u0110\u1ed1i v\u1edbi t\u1ed5ng \u0111\u00e0i truy\u1ec1n th\u1ed1ng, v\u1ea5n \u0111\u1ec1 qu\u1ea3n l\u00fd cu\u1ed9c g\u1ecdi \u0111\u1ebfn v\u00f4 c\u00f9ng kh\u00f3 kh\u0103n. Sau khi k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi kh\u00f4ng c\u00f3 b\u00e1o c\u00e1o ghi nh\u1eadn v\u00e0 th\u1ed1ng k\u1ebf s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi. Do \u0111\u00f3, qu\u1ea3n l\u00fd vi\u00ean kh\u00f4ng th\u1ec3 ki\u1ec3m so\u00e1t h\u1ebft \u0111\u01b0\u1ee3c h\u1ebft nh\u1eefng cu\u1ed9c g\u1ecdi ra\/v\u00e0o t\u1eeb nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. \u0110\u1ed3ng th\u1eddi vi\u1ec7c ti\u1ebfp nh\u1eadn nh\u1eefng ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng c\u0169ng th\u00f4ng qua b\u00e1o c\u00e1o c\u1ee7a nh\u00e2n vi\u00ean, \u0111\u00f4i khi sai l\u1ec7ch v\u00e0 thi\u1ebfu ch\u00ednh x\u00e1c. H\u1ec7 qu\u1ea3 l\u00e0 nhi\u1ec1u ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c kh\u00f4ng \u0111\u01b0\u1ee3c ghi l\u1ea1i, th\u00f4ng tin g\u00f3p \u00fd c\u1ee7a kh\u00e1ch c\u00f3 th\u1ec3 sai l\u1ec7ch, nh\u00e2n vi\u00ean gian l\u1eadn v\u00e0 s\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i c\u00f4ng ty cho m\u1ee5c \u0111\u00edch c\u00e1 nh\u00e2n,…<\/span><\/p>\n

\"l\u1ee3i<\/span><\/p>\n

B\u1eb1ng t\u00ednh n\u0103ng ki\u1ec3m so\u00e1t, ghi \u00e2m, th\u1ed1ng k\u00ea cu\u1ed9c g\u1ecdi \u0111\u1ea7u v\u00e0o\/ra c\u1ee7a t\u1ed5ng \u0111\u00e0i \u1ea3o v\u1ea5n \u0111\u1ec1 tr\u00ean s\u1ebd kh\u00f4ng c\u00f2n di\u1ec5n ra \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p. Ch\u1ee7 doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng theo d\u00f5i v\u00e0 qu\u1ea3n l\u00fd t\u1eebng cu\u1ed9c h\u1ed9i tho\u1ea1i gi\u1eefa nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u1edbi kh\u00e1ch h\u00e0ng. Nh\u1eefng ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u0111\u1ec3 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t. B\u00ean c\u1ea1nh \u0111\u00f3, n\u1ebfu c\u00f3 s\u1ef1 ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi nh\u00e2n vi\u00ean, ch\u1ee7 doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 ph\u00e1t hi\u1ec7n v\u00e0 x\u1eed l\u00fd k\u1ecbp th\u1eddi.<\/span><\/p>\n

See also:<\/strong>\u00a0C\u00e1ch x\u00e2y d\u1ef1ng v\u00e0 qu\u1ea3n l\u00fd quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/span><\/a><\/span><\/p>\n

D\u1ec5 d\u00e0ng t\u1ed1i \u01b0u h\u00f3a h\u1ec7 th\u1ed1ng<\/span><\/h3>\n

Do t\u1ed5ng \u0111\u00e0i \u1ea3o ho\u1ea1t \u0111\u1ed9ng d\u1ef1a tr\u00ean internet k\u1ebft n\u1ed1i \u0111\u01b0\u1ee3c v\u1edbi nhi\u1ec1u thi\u1ebft b\u1ecb c\u00f4ng ngh\u1ec7: m\u00e1y t\u00ednh, \u0111i\u1ec7n tho\u1ea1i, laptop,… n\u00ean vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a, c\u00e0i \u0111\u1eb7t, n\u00e2ng c\u1ea5p c\u0169ng \u0111\u01a1n gi\u1ea3n v\u00e0 d\u1ec5 d\u00e0ng h\u01a1n.<\/span><\/p>\n

– T\u1ed5ng \u0111\u00e0i \u1ea3o cho ph\u00e9p doanh nghi\u1ec7p t\u00edch h\u1ee3p c\u00e1c ph\u1ea7n m\u1ec1m nh\u01b0: ph\u1ea7n m\u1ec1m k\u1ebf to\u00e1n, marketing,…<\/span><\/p>\n

– Thi\u1ebft l\u1eadp th\u00eam nh\u1eefng t\u00ednh n\u0103ng \u1ea5n t\u01b0\u1ee3ng kh\u00e1c nh\u01b0 t\u1ef1 \u0111\u1ed9ng m\u1edf th\u00f4ng tin kh\u00e1ch h\u00e0ng khi nh\u1eadn \u0111\u01b0\u1ee3c cu\u1ed9c g\u1ecdi, kh\u00f4ng c\u1ea7n ph\u1ea3i g\u00f5 s\u1ed1 \u0111\u1ec3 th\u1ef1c hi\u1ec7n cu\u1ed9c g\u1ecdi \u0111i\u2026<\/span><\/p>\n

– M\u1edf r\u1ed9ng h\u1ec7 th\u1ed1ng khi l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p t\u0103ng th\u00eam v\u1edbi m\u1ee9c chi ph\u00ed th\u1ea5p h\u01a1n v\u00e0 th\u1ee7 t\u1ee5c \u0111\u01a1n gi\u1ea3n h\u01a1n<\/span><\/p>\n

– Nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 l\u00e0m vi\u1ec7c m\u1ecdi l\u00fac, m\u1ecdi n\u01a1i tr\u00ean c\u00e1c thi\u1ebft b\u1ecb c\u00f4ng ngh\u1ec7 m\u00e0 kh\u00f4ng c\u1ea7n c\u00f3 m\u1eb7t t\u1ea1i v\u0103n ph\u00f2ng<\/span><\/p>\n

– K\u1ebft n\u1ed1i nhi\u1ec1u k\u00eanh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng h\u1ee3p nh\u1ea5t tr\u00ean c\u00f9ng m\u1ed9t ph\u1ea7n m\u1ec1m t\u1ed5ng \u0111\u00e0i \u1ea3o<\/span><\/p>\n

T\u1ed5ng \u0111\u00e0i \u1ea3o kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m chi ph\u00ed, qu\u1ea3n l\u00fd d\u1ec5 d\u00e0ng h\u01a1n m\u00e0 c\u00f2n thu\u1eadn ti\u1ec7n h\u01a1n so v\u1edbi t\u1ed5ng \u0111\u00e0i truy\u1ec1n th\u1ed1ng. Tr\u01b0\u1edbc s\u1ef1 c\u1ea1nh tranh ng\u00e0y c\u00e0ng kh\u1ed1c li\u1ec7t tr\u00ean th\u1ecb tr\u01b0\u1eddng, vi\u1ec7c t\u1ed1i \u01b0u kh\u00e2u ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua t\u1ed5ng \u0111\u00e0i c\u0169ng s\u1ebd tr\u1edf th\u00e0nh th\u1ebf m\u1ea1nh c\u1ee7a doanh nghi\u1ec7p. Do \u0111\u00f3, t\u1ed5ng \u0111\u00e0i \u1ea3o ch\u00ednh l\u00e0 m\u1ed9t trong nh\u1eefng xu th\u1ebf t\u1ea5t y\u1ebfu m\u00e0 m\u1ed7i doanh nghi\u1ec7p c\u1ea7n h\u01b0\u1edbng t\u1edbi hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 t\u01b0\u01a1ng lai n\u1ebfu mu\u1ed1n ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n v\u00e0 m\u1edf r\u1ed9ng quy m\u00f4 kinh doanh, ra t\u0103ng l\u1ee3i nhu\u1eadn.<\/span><\/p>\n

B\u1ea1n \u0111ang t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p t\u1ed5ng \u0111\u00e0i \u1ea3o?<\/span><\/h2>\n

N\u1ebfu b\u1ea1n \u0111ang t\u00ecm m\u1ed9t gi\u1ea3i ph\u00e1p \u01b0u vi\u1ec7t trong vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua t\u1ed5ng \u0111\u00e0i th\u00ec d\u1ecbch v\u1ee5 T\u1ed5ng \u0111\u00e0i CSKH (Contact Center)\u00a0t\u1ea1i Bellsystem24-Vietnam ch\u00ednh l\u00e0 l\u1ef1a ch\u1ecdn t\u1ed1t \u01b0u cho ho\u1ea1t \u0111\u1ed9ng c\u1ee7a doanh nghi\u1ec7p b\u1ea1n.<\/span><\/p>\n

H\u01a1n 16 n\u0103m nghi\u00ean c\u1ee9u v\u00e0 ph\u00e1t tri\u1ec3n ti\u00ean phong trong gi\u1ea3i ph\u00e1p, d\u1ecbch v\u1ee5 chuy\u00ean nghi\u1ec7p v\u1ec1 Contact Center v\u00e0 BPO cho nhi\u1ec1u \u0111\u1ed1i t\u00e1c l\u1edbn,nh\u1ecf trong v\u00e0 ngo\u00e0i n\u01b0\u1edbc. Bellsystem24-Vietnam t\u1ef1 h\u00e0o l\u00e0 \u0111\u01a1n v\u1ecb cung c\u1ea5p gi\u1ea3i ph\u00e1p t\u1ed5ng \u0111\u00e0i tr\u1ecdn g\u00f3i h\u00e0ng \u0111\u1ea7u Vi\u1ec7t Nam.<\/span><\/p>","protected":false},"excerpt":{"rendered":"

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