{"id":6841,"date":"2021-09-12T16:21:18","date_gmt":"2021-09-12T09:21:18","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6841"},"modified":"2024-06-21T08:29:59","modified_gmt":"2024-06-21T08:29:59","slug":"y-tuong-tang-hieu-qua-lam-viec-cua-tong-dai-vien","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/not-classified\/y-tuong-tang-hieu-qua-lam-viec-cua-tong-dai-vien\/","title":{"rendered":"8 Ideas to Boost Call Center Agent Productivity (Part 1)"},"content":{"rendered":"

1.T\u00ecm hi\u1ec3u xem c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean mu\u1ed1n n\u00e2ng cao nh\u1eefng k\u1ef9 n\u0103ng n\u00e0o?<\/h2>\n

C\u00f3 nhi\u1ec1u c\u00e1ch \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t h\u01a1n l\u00e0 \u0111\u00e0o t\u1ea1o c\u00e1 nh\u00e2n, y\u00eau c\u1ea7u c\u1ea3 nh\u00f3m ng\u1ed3i l\u1ea1i v\u00e0 nghe m\u1ed9t b\u00e0i di\u1ec5n thuy\u1ebft l\u1eb7p \u0111i l\u1eb7p l\u1ea1i. B\u1ea1n kh\u00f4ng mu\u1ed1n c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean c\u1ee7a m\u00ecnh ti\u1ebfp c\u1eadn vi\u1ec7c \u0111\u00e0o t\u1ea1o v\u1edbi th\u00e1i \u0111\u1ed9 \u201ct\u00f4i \u0111\u00e3 bi\u1ebft \u0111i\u1ec1u n\u00e0y r\u1ed3i\u201d. M\u1ed9t trong nh\u1eefng \u0111\u1ed9c gi\u1ea3 c\u1ee7a ch\u00fang t\u00f4i, v\u1edbi kinh nghi\u1ec7m l\u00e0m vi\u1ec7c c\u1ee7a m\u00ecnh \u0111\u00e3 \u0111\u01b0a ra \u00fd ki\u1ebfn \u201ct\u00f4i c\u00f3 xu h\u01b0\u1edbng t\u00ecm hi\u1ec3u xem nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh mu\u1ed1n ph\u00e1t tri\u1ec3n, n\u00e2ng cao k\u1ef9 n\u0103ng \u1edf m\u1ea3ng n\u00e0o, sau \u0111\u00f3 t\u00ecm c\u00e1ch li\u00ean k\u1ebft ch\u00fang v\u1edbi nhu c\u1ea7u kinh doanh v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. \u0110\u1eb7t c\u00e1c b\u01b0\u1edbc \u0111\u1ec7m ph\u00f9 h\u1ee3p theo m\u00f4 h\u00ecnh SMART \u0111\u1ebfn khi \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3.\u201d<\/p>\n

\u201cNgo\u00e0i ra, h\u00e3y t\u00ecm nh\u1eefng v\u00ed d\u1ee5 v\u1ec1 n\u01a1i n\u00f3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n, ho\u1eb7c kh\u00f4ng. M\u00f4 h\u00ecnh m\u1ee5c ti\u00eau SMART \u0111\u1ea3m b\u1ea3o c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c c\u00e1c ti\u00eau ch\u00ed sau:<\/p>\n

S – Specific (C\u1ee5 th\u1ec3)<\/p>\n

M – Measurable (C\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng)<\/p>\n

A – Attainable (C\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c)<\/p>\n

R – Realistic (Th\u1ef1c t\u1ebf)<\/p>\n

T – Timely (K\u1ecbp th\u1eddi)<\/p>\n

L\u00e0m m\u1edbi m\u1ee5c ti\u00eau c\u1ee7a c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean r\u1ea5t quan tr\u1ecdng. Lu\u00f4n nh\u1edb r\u1eb1ng \u0111\u00e0o t\u1ea1o c\u0169ng c\u00f3 th\u1eddi h\u1ea1n, n\u00f3 lu\u00f4n c\u1ea7n thay \u0111\u1ed5i theo s\u1ef1 thay \u0111\u1ed5i c\u1ee7a doanh nghi\u1ec7p v\u00e0 th\u1ecb tr\u01b0\u1eddng.<\/p>\n

2. \u0110\u1eebng \u00e1p d\u1ee5ng l\u00fd thuy\u1ebft nh\u00e0 m\u00e1y cho\u00a0contact center<\/a><\/h2>\n

Trong contact center c\u1ee7a b\u1ea1n, c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean kh\u00f4ng ki\u1ec3m so\u00e1t s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi hay live chat m\u00e0 h\u1ecd x\u1eed l\u00fd. \u0110i\u1ec1u \u0111\u00f3 d\u1ef1a tr\u00ean m\u1ee5c ti\u00eau m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 v\u00e0 m\u1ee9c \u0111\u1ed9 nh\u00e2n s\u1ef1 c\u1ee7a b\u1ea1n. V\u00ec v\u1eady l\u1ea5y s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi x\u1eed l\u00fd m\u1ed7i gi\u1edd, m\u1ed7i tu\u1ea7n l\u00e0m th\u01b0\u1edbc \u0111o hi\u1ec7u su\u1ea5t kh\u00f4ng ho\u00e0n to\u00e0n ch\u00ednh x\u00e1c.<\/p>\n

Theo Daniel Ord – gi\u00e1m \u0111\u1ed1c c\u1ee7a m\u1ed9t c\u00f4ng ty v\u1ec1 Contact center l\u1edbn tr\u00ean th\u1ebf gi\u1edbi, \u201cN\u00f3 tr\u1edf th\u00e0nh th\u01b0\u1edbc \u0111o ph\u1ed5 bi\u1ebfn \u0111\u01a1n gi\u1ea3n khi b\u01b0\u1edbc v\u00e0o ng\u00e0nh c\u00f4ng nghi\u1ec7p contact center, h\u1ecd s\u1ebd ngh\u0129 l\u1ea5y g\u00ec \u0111\u1ec3 ch\u1ee9ng minh c\u00f4ng vi\u1ec7c c\u1ee7a m\u00ecnh hi\u1ec7u qu\u1ea3, v\u00e0 ngay l\u1eadp t\u1ee9c ngh\u0129 \u0111\u1ebfn nh\u1eefng s\u1ed1 li\u1ec7u m\u00e1y m\u00f3c\u201d.<\/p>\n

\u201cTrong m\u1ed9t nh\u00e0 m\u00e1y, vi\u1ec7c \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t c\u1ee7a m\u1ed9t c\u00f4ng nh\u00e2n l\u00e0 s\u1ed1 l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m h\u1ecd l\u00e0m ra \u0111\u01b0\u1ee3c trong m\u1ed9t \u0111\u01a1n v\u1ecb th\u1eddi gian c\u1ee5 th\u1ec3. Nh\u1eefng ng\u01b0\u1eddi n\u1eb1m ngo\u00e0i ng\u00e0nh c\u00f4ng nghi\u1ec7p n\u00e0y c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng l\u00fd thuy\u1ebft nh\u00e0 m\u00e1y \u0111\u00f3 cho contact center.\u201d<\/p>\n

\u201cNh\u01b0ng l\u00fd do n\u00f3 kh\u00f4ng hi\u1ec7u qu\u1ea3 l\u00e0 v\u00ec, vi\u1ec7c b\u1ea1n x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn l\u00e0 ho\u00e0n to\u00e0n ng\u1eabu nhi\u00ean, l\u00e0 trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y ho\u00e0n to\u00e0n kh\u00e1c v\u1edbi vi\u1ec7c s\u1eed d\u1ee5ng nh\u1eefng con s\u1ed1.\u201d<\/p>\n

Th\u1eadm ch\u00ed, vi\u1ec7c n\u00e0y c\u00f2n c\u00f3 \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c, khi m\u00e0 c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean b\u1eaft \u0111\u1ea7u r\u00fat ng\u1eafn cu\u1ed9c g\u1ecdi, th\u1eadm ch\u00ed l\u00e0 treo m\u00e1y \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o v\u1ec1 m\u1eb7t s\u1ed1 l\u01b0\u1ee3ng.<\/p>\n

Tr\u01b0\u1edbc \u0111\u00e2y Daniel t\u1eebng tr\u1ea3i nghi\u1ec7m vi\u1ec7c h\u1ed7 tr\u1ee3 CNTT t\u1ea1i \u1ea4n \u0110\u1ed9 trong m\u1ed9t ng\u00e0y, b\u1ea1n ch\u1ec9 c\u1ea7n \u0111\u1ea3m b\u1ea3o 80 cu\u1ed9c g\u1ecdi trong ng\u00e0y. C\u00f3 m\u1ed9t s\u1ed1 t\u1ed5ng \u0111\u00e0i vi\u00ean chia s\u1ebb \u0111\u00f4i khi h\u1ecd ch\u1ec9 c\u1ea7n l\u00e0m vi\u1ec7c n\u1eeda ng\u00e0y v\u00e0 s\u1ebd ngh\u1ec9 ng\u01a1i trong th\u1eddi gian c\u00f2n l\u1ea1i.<\/p>\n

V\u00ec v\u1eady \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t, Daniel khuy\u00ean ch\u1ec9 n\u00ean s\u1eed d\u1ee5ng s\u1ed1 li\u1ec7u cho m\u1ed9t s\u1ed1 t\u01b0\u01a1ng t\u00e1c nh\u1ea5t \u0111\u1ecbnh nh\u01b0: tr\u1ea3 l\u1eddi email, x\u1eed l\u00fd h\u1ed3 s\u01a1 v\u00ec nh\u1eefng c\u00f4ng vi\u1ec7c n\u00e0y kh\u00f4ng \u0111\u00f2i h\u1ecfi ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c.<\/p>\n

3. L\u1ef1a ch\u1ecdn ch\u1ec9 ti\u00eau \u0111o l\u01b0\u1eddng h\u1ee3p l\u00fd li\u00ean quan \u0111\u1ebfn hi\u1ec7u su\u1ea5t c\u1ee7a nh\u00e2n s\u1ef1<\/h2>\n

\u0110\u1eebng l\u1ef1a ch\u1ecdn s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi m\u1ed7i ng\u00e0y \u0111\u1ec3 l\u00e0m th\u01b0\u1edbc \u0111o hi\u1ec7u su\u1ea5t. Quan tr\u1ecdng l\u00e0 t\u1ed5ng \u0111\u00e0i vi\u00ean ph\u1ea3i ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 m\u00ecnh cung c\u1ea5p. Tuy nhi\u00ean r\u1ea5t kh\u00f4ng may l\u00e0 kh\u00f4ng c\u00f3 m\u1ed9t s\u1ed1 li\u1ec7u c\u1ee5 th\u1ec3 n\u00e0o gi\u00fap b\u1ea1n \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c ch\u1ec9 ti\u00eau n\u00e0y c\u1ee5 th\u1ec3, tuy nhi\u00ean b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng nh\u1eefng th\u1ee9 nh\u01b0 quy tr\u00ecnh ti\u1ebfp nh\u1eadn cu\u1ed9c g\u1ecdi \u0111\u1ec3 \u0111\u00e1nh gi\u00e1. Vi\u1ec7c ghi l\u1ea1i nh\u1eefng g\u00ec di\u1ec5n ra trong m\u1ed9t cu\u1ed9c g\u1ecdi c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n theo d\u00f5i t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 \u0111ang l\u00e0m \u0111\u00fang quy tr\u00ecnh hay kh\u00f4ng, t\u1eeb \u0111\u00f3 \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c.<\/p>\n

Tuy nhi\u00ean, ngo\u00e0i ki\u1ec3m so\u00e1t b\u1eb1ng s\u1ed1 li\u1ec7u, hi\u1ec7u su\u1ea5t, th\u00ec ch\u1ea5t l\u01b0\u1ee3ng l\u00e0 ph\u1ea7n r\u1ea5t quan tr\u1ecdng. Theo Daniel Ord khi \u00f4ng th\u1ea3o lu\u1eadn c\u00f9ng Tr\u01b0\u1edfng ban Ch\u1ea5t l\u01b0\u1ee3ng to\u00e0n c\u1ea7u, \u00f4ng \u1ea5y cho bi\u1ebft \u201cch\u00fang t\u00f4i s\u1eed d\u1ee5ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, vi\u1ebft t\u1eaft l\u00e0 VoC (Voice of Customer). V\u00ec v\u1eady m\u1ed9t s\u1ed1 doanh nghi\u1ec7p k\u1ebft h\u1ee3p 50% ch\u1ec9 ti\u00eau hi\u1ec7u su\u1ea5t v\u00e0 50% v\u1ec1 ch\u1ec9 ti\u00eau VoC \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 t\u1ed5ng quan c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean.<\/p>\n

4. \u0110\u1eebng ch\u1ec9 \u00e1p d\u1ee5ng ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111o hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean<\/h2>\n

Theo m\u1ed9t c\u00f4ng ty n\u0103ng l\u01b0\u1ee3ng, tr\u01b0\u1edbc khi h\u1ecd t\u0103ng gi\u00e1, ch\u1ec9 s\u1ed1 NPS (Net Promoter Score) c\u1ee7a h\u1ecd r\u1ea5t t\u1ed1t. C\u1ea3 \u0111\u1ed9i ng\u0169 nh\u00e2n s\u1ef1 c\u1ee7a h\u1ecd m\u1ea5t 2 th\u00e1ng \u0111\u1ec3 l\u1ea5y l\u1ea1i \u0111i\u1ec3m s\u1ed1 NPS nh\u01b0 c\u0169.<\/p>\n

Trong khi doanh nghi\u1ec7p ngh\u0129 ch\u1ec9 s\u1ed1 NPS l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 kh\u00e1 quan tr\u1ecdng th\u00ec n\u00f3 kh\u00e1 thi\u1ec7t th\u00f2i cho c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean, v\u00ec ch\u1ec9 s\u1ed1 n\u00e0y ph\u1ea3n \u00e1nh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u ch\u1ee9 kh\u00f4ng ch\u1ec9 m\u1ed9t d\u1ecbch v\u1ee5 ri\u00eang l\u1ebb.<\/p>","protected":false},"excerpt":{"rendered":"

1.T\u00ecm hi\u1ec3u xem c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean mu\u1ed1n n\u00e2ng cao nh\u1eefng k\u1ef9 n\u0103ng n\u00e0o? C\u00f3 nhi\u1ec1u c\u00e1ch \u0111\u1ec3 c\u1ea3i thi\u1ec7n […]<\/p>","protected":false},"author":1,"featured_media":6455,"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":[6],"tags":[],"class_list":["post-6841","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-khong-phan-loai"],"acf":[],"yoast_head":"\n8 \u00dd T\u01af\u1edeNG T\u0102NG HI\u1ec6U QU\u1ea2 L\u00c0M VI\u1ec6C C\u1ee6A T\u1ed4NG \u0110\u00c0I VI\u00caN (PH\u1ea6N 1) - 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