最新亚洲AV日韩AV二区_97久久天天综合色天天综合色H_狠狠色噜噜狠狠狠777米奇_欧美激情性XXXXX高清

呼叫中心的應用

發(fa)布時(shi)間: 2020-02-19 12:30:03

  呼叫中心(xin)(xin)可(ke)廣泛使(shi)用(yong)于(yu)電(dian)信、銀(yin)行(xing)(xing)(xing)、證券、航空、商業(ye)(ye)、制作等(deng)各職業(ye)(ye)的(de)CRM系統中。例如(ru),建立(li)電(dian)話呼叫中心(xin)(xin)銀(yin)行(xing)(xing)(xing)服(fu)務中心(xin)(xin),銀(yin)行(xing)(xing)(xing)能夠(gou)24小(xiao)時為用(yong)戶供給利(li)率査詢、轉賬、交費等(deng)交互式服(fu)務;使(shi)用(yong)于(yu)證券公(gong)司,能夠(gou)進行(xing)(xing)(xing)電(dian)話呼叫中心(xin)(xin)托付買賣,并依(yi)據客戶特征作出相應推薦;使(shi)用(yong)于(yu)航空和鐵路運輸(shu)公(gong)司,可(ke)進行(xing)(xing)(xing)電(dian)話呼叫中心(xin)(xin)訂票;也可(ke)使(shi)用(yong)于(yu)商業(ye)(ye)機構(gou)、跨國(guo)公(gong)司以及(ji)郵政業(ye)(ye)等(deng)。

  僅以(yi)(yi)(yi)銀職業(ye)為例(li),我國銀職業(ye)至20世紀90年代(dai)中(zhong)(zhong)(zhong)期的(de)(de)很長一段(duan)時間里(li),主要(yao)是經過面(mian)(mian)臨面(mian)(mian)的(de)(de)方(fang)(fang)法(fa)為用(yong)(yong)戶(hu)(hu)(hu)(hu)供給諸如(ru)對(dui)(dui)(dui)公、對(dui)(dui)(dui)私、存貸、信用(yong)(yong)卡、代(dai)收代(dai)付等(deng)金融事務,這(zhe)(zhe)(zhe)種(zhong)面(mian)(mian)臨面(mian)(mian)的(de)(de)方(fang)(fang)法(fa)使得銀行(xing)(xing)(xing)方(fang)(fang)儲(chu)蓄(xu)網點(dian)多、本錢(qian)高(gao)、技(ji)改緩慢,用(yong)(yong)戶(hu)(hu)(hu)(hu)方(fang)(fang)也并不(bu)方(fang)(fang)便(bian)。跟(gen)著社會生(sheng)活方(fang)(fang)法(fa)的(de)(de)改變(bian),這(zhe)(zhe)(zhe)種(zhong)方(fang)(fang)法(fa)的(de)(de)缺點(dian)日(ri)益閃現。自(zi)90年代(dai)中(zhong)(zhong)(zhong)期今后,針對(dui)(dui)(dui)這(zhe)(zhe)(zhe)種(zhong)情(qing)(qing)況(kuang),國內銀職業(ye)在部(bu)分大(da)中(zhong)(zhong)(zhong)城(cheng)市推出(chu)了電話呼(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)銀行(xing)(xing)(xing)的(de)(de)事務,用(yong)(yong)戶(hu)(hu)(hu)(hu)能(neng)(neng)夠經過撥打(da)電話呼(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)的(de)(de)方(fang)(fang)法(fa),進行(xing)(xing)(xing)部(bu)分原營(ying)(ying)業(ye)廳的(de)(de)事務,如(ru)査詢、指定賬戶(hu)(hu)(hu)(hu)轉(zhuan)賬、某些(xie)繳費事務等(deng),但是因為電話呼(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)銀行(xing)(xing)(xing)選用(yong)(yong)的(de)(de)技(ji)能(neng)(neng)較(jiao)為簡(jian)略,存在不(bu)能(neng)(neng)對(dui)(dui)(dui)客戶(hu)(hu)(hu)(hu)信息管理分析,不(bu)能(neng)(neng)對(dui)(dui)(dui)客戶(hu)(hu)(hu)(hu)進行(xing)(xing)(xing)個性(xing)化服(fu)(fu)務,無(wu)法(fa)完成(cheng)自(zi)動服(fu)(fu)務,媒體手(shou)法(fa)單一,不(bu)能(neng)(neng)有(you)用(yong)(yong)結(jie)合人(ren)工服(fu)(fu)務,開發(fa)量大(da),開發(fa)周期長,可(ke)伸縮性(xing)、可(ke)擴展性(xing)差等(deng)缺點(dian),沒有(you)很好地引起廣(guang)大(da)用(yong)(yong)戶(hu)(hu)(hu)(hu)的(de)(de)使用(yong)(yong)熱情(qing)(qing)。而跟(gen)著競賽的(de)(de)加重,以(yi)(yi)(yi)及新(xin)的(de)(de)根底技(ji)能(neng)(neng)的(de)(de)出(chu)現,建設一個高(gao)效的(de)(de)與用(yong)(yong)戶(hu)(hu)(hu)(hu)交流(liu)(服(fu)(fu)務)的(de)(de)以(yi)(yi)(yi)CRM為中(zhong)(zhong)(zhong)心(xin)(xin)的(de)(de)運營(ying)(ying)系(xi)統勢(shi)在必行(xing)(xing)(xing),呼(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)因此而得到了廣(guang)泛的(de)(de)使用(yong)(yong)。

  呼(hu)叫(jiao)(jiao)中(zhong)(zhong)心(xin)不是簡略(lve)的(de)電(dian)話呼(hu)叫(jiao)(jiao)中(zhong)(zhong)心(xin)銀(yin)行(xing)(xing)(xing),它(ta)比(bi)電(dian)話呼(hu)叫(jiao)(jiao)中(zhong)(zhong)心(xin)銀(yin)行(xing)(xing)(xing)供給(gei)(gei)了(le)更多的(de)服(fu)務(wu)(wu)。它(ta)能夠(gou)(gou)為銀(yin)行(xing)(xing)(xing)供給(gei)(gei)多種與(yu)客(ke)(ke)(ke)戶(hu)(hu)堅(jian)持聯(lian)系的(de)快捷途徑,實(shi)質上完成了(le)網上銀(yin)行(xing)(xing)(xing)、電(dian)話呼(hu)叫(jiao)(jiao)中(zhong)(zhong)心(xin)銀(yin)行(xing)(xing)(xing)、移動銀(yin)行(xing)(xing)(xing)等多種銀(yin)行(xing)(xing)(xing)事(shi)務(wu)(wu)在統一平臺上的(de)完全融(rong)合;除供給(gei)(gei)了(le)像(xiang)電(dian)話呼(hu)叫(jiao)(jiao)中(zhong)(zhong)心(xin)銀(yin)行(xing)(xing)(xing)機器語音(yin)應答的(de)服(fu)務(wu)(wu)方法(fa)以外(wai),還具有隨時(shi)(shi)轉到人工座席的(de)功(gong)能,并且能夠(gou)(gou)依(yi)據(ju)客(ke)(ke)(ke)戶(hu)(hu)等級的(de)高低,進(jin)(jin)行(xing)(xing)(xing)分(fen)(fen)級處理;供給(gei)(gei)每周7天(tian)、每天(tian)24小時(shi)(shi)的(de)不間斷服(fu)務(wu)(wu),進(jin)(jin)步服(fu)務(wu)(wu)質量和客(ke)(ke)(ke)戶(hu)(hu)滿意度;能夠(gou)(gou)協助銀(yin)行(xing)(xing)(xing)了(le)解(jie)客(ke)(ke)(ke)戶(hu)(hu)的(de)需求,進(jin)(jin)行(xing)(xing)(xing)市場(chang)調查(cha),推銷新(xin)的(de)事(shi)務(wu)(wu)和服(fu)務(wu)(wu);能夠(gou)(gou)對呼(hu)叫(jiao)(jiao)中(zhong)(zhong)心(xin)產生(sheng)的(de)客(ke)(ke)(ke)戶(hu)(hu)信息(xi)進(jin)(jin)行(xing)(xing)(xing)分(fen)(fen)析(xi),對不同的(de)類別的(de)客(ke)(ke)(ke)戶(hu)(hu)區別對待(dai),為市場(chang)戰略(lve)供給(gei)(gei)決議計劃(hua)支撐;能夠(gou)(gou)進(jin)(jin)一步降低運(yun)營本錢,樹(shu)立銀(yin)行(xing)(xing)(xing)品牌形象。這些(xie)實(shi)用的(de)功(gong)能都充(chong)分(fen)(fen)說明了(le)呼(hu)叫(jiao)(jiao)中(zhong)(zhong)心(xin)在進(jin)(jin)步銀(yin)行(xing)(xing)(xing)競(jing)賽能力上所(suo)具有的(de)價值。

  在證(zheng)券(quan)職業(ye),激烈的(de)競(jing)賽同樣(yang)促使企業(ye)亟須改善服務(wu),進步競(jing)賽能力。呼(hu)叫中(zhong)心也被很多(duo)使用(yong)。它(ta)使證(zheng)券(quan)公司(si)能夠為客(ke)戶供給多(duo)樣(yang)化(hua)、人性化(hua)的(de)服'務(wu);也能從客(ke)戶那里得(de)到反饋來的(de)信息,以便(bian)調整服務(wu)內容和戰略。與在銀職業(ye)的(de)使用(yong)相同,呼(hu)叫中(zhong)心緊(jin)扣(kou)“服務(wu)”兩字打開(kai)工作,以親熱優質(zhi)的(de)服務(wu)贏得(de)客(ke)戶的(de)贊許(xu)和忠實,使企業(ye)持(chi)續(xu)獲得(de)、堅持(chi)較大的(de)客(ke)戶群(qun)體,搶占競(jing)賽中(zhong)的(de)有利地位。