呼叫中心管理call-centerPPT课件

1、1,HOW TO MANAGE A CALL CENTER如何管理呼叫中心,2,POLL,HOW TO MANAGE A CALL CENTER如何管理呼叫中心,Call center tools 呼叫中心工具,Incoming calls forecast 来电预测,Task diversification 任务多样化,Back office/ Front office 后台系统/前台系统,Supervisor management 主管管理,Quality monitoring 质量监督,Internal communication 内部交流,3,POLL,Call center tool

2、s 呼叫中心工具,ACD (automated call distributor) ACD（自动呼叫分配器）,IVR (interactive voice response) IVR（交互式语音应答）,CTI (computer telephony integration) CTI（计算机电话集成）,4,POLL,Call center tools 呼叫中心工具,ACD (automated call distributor) ACD（自动呼叫分配器）,Route and prioritize calls 对电话进行引导并区分优先次序,Hold a phone call in a queue

3、将电话归入队列,Route a call to the most appropriate agent 将电话引导给最合适的代理人,Determine the identity of the caller 确定呼叫人员的身份,Play messages 播放信息,Provide productivity measurements 提供生产效率评测,5,POLL,Call center tools 呼叫中心工具,IVR (interactive voice response) IVR（交互式语音应答）,- Menu of prerecorded messages and options can p

4、rovide: - 预先录制的信息菜单及所提供的选项：,Account balance 帐户余额,Consumption indication 消费指导,Water quality information 水质信息,Information about pipe works on progress 管线工程进展信息,6,POLL,Call center tools 呼叫中心工具,CTI (computer telephony integration) CTI（计算机电话集成）,Transfer information from ACD to customer software 将信息从ACD传输

5、至客户软件,Allow automated outgoing calls to specific customers 允许向特殊客户自动呼出电话,Transfer and file information from IVR to customer software 将信息从IVR传输并归档至客户软件,Transfer multiple messages type (phone, Fax and e-电子邮件(mail)s) 传输多种类型的信息（电话、传真和电子电子邮件(mail)）,7,POLL,Incoming calls forecast 来电预测,Analysis of historic

6、al data 历史数据分析,Consideration of different parameters : 考量不同的参数,Meter reading date 水表读取日期,Invoicing date 发票开立日期,Reminder procedure 提醒程序,Internal 内部,Working days / Holidays 工作日/假日,Weather 天气,post(后台)-office deliver 邮局递送,External 外部,Define the most suitable “model” 确定最合适的“模型”,!,Dont forget to consider

7、human resources constraints (ex.: work at night or during weekends) 不要忘记考虑人力资源的限制 （例如：在夜间或周末工作）,8,POLL,Incoming calls forecast 来电预测,Average/平均值,Min/最小值,Max/最大值,9,POLL,Incoming calls forecast 来电预测,Actual figures 实际数字,Projection 计划,电话接入量,10,POLL,Incoming calls forecast 来电预测,11,POLL,Incoming calls fore

8、cast 来电预测,Analysis per day 每日分析 :,12,POLL,Incoming calls forecast 来电预测,Number of customer representatives required: 所要求的客户代表的数量,13,POLL,Task diversification 任务多样化,Possibility to alternate with back office tasks 变更后台系统任务的可能性,- When calls are routed with a voice server, alternate customer representati

9、ves - 电话通过语音服务器引导时，变更客户代表,Training for new customer representatives 培训新的客户代表,Alternate with outgoing calls (overdue bills, surveys, etc.) 替代电话呼出（过期帐单、调查等）,14,POLL,Back office / Front office 前台系统/后台系统,Evaluate work charge for back office / front office 评估后台系统/前台系统的工作量,Split back office tasks accordin

10、g to their difficulty 根据难度对后台系统的任务进行分割,Planify the tasks according to calls forecast 根据电话预测规划任务,15,POLL,Supervisor management 主管管理,Importance of supervisor implication 主管暗示的重要性,Set goals and monitor them 制定目标并进行监督,Give special tasks to supervisors 向主管分配特殊任务 (ex.: call center statistics, customer rep

11、resentatives training, quality control) (例如：呼叫中心统计、培训客户代表、质量监督）,Keep enough time for training and meetings 为培训和会议留出充足的时间,Participate with branches in new procedures set-up 参加分支部门新程序的制定工作,16,POLL,Quality monitoring 质量监督,Global call center performance 全球呼叫中心的绩效,Individual performance 个人绩效,Complaints t

12、reatment and monitoring 投诉处理和监督,Internal inquiries monitoring 内部要求监督,Call conversation monitoring (mystery calls) 呼叫谈话监督（秘密电话）,Customer satisfaction surveys 客户满意度调查,17,POLL,Quality monitoring 质量监督,C,/,/,Service Level,服务水准,Average Speed of Answer,平均应答速度,Response Time反应时间,反应时间,Measure,措施,Topic,题目,Aver

13、age Talk Time,平均对话时间,Average Handle Time by Media,Average Number of Contacts by Media,Number of Contact to Resolution by Media,Work,Average Call Length,平均呼叫长度,Occupancy,占用,Availability,效用,18,POLL,接上一頁,Cost Per Contact by Media,每次媒体联系的成本,Cost Per Minute,每分钟成本,Cost per inquiry,每个要求的成本,Customer Satisfa

14、ction,Quality Monitoring Scores,First Contact Resolution,19,POLL,Quality monitoring ( examples) 质量监督（示例）,9184,6266,11873,11845,9394,9026,8787,9236,5316,12223,12622,11560,10666,11840,10946,8712,96.11%,97.39%,97.07%,97.08%,96.51%,97%,97.08%,95.04%,0,2000,4000,6000,8000,10000,12000,14000,January,Februa

15、ry,March,April,May,June,July,August,Number of received calls/,电话接入量,94%,95%,96%,97%,98%,Calls answered manually/,自动应答,Calls answered automatically/,人工应答,Service quality/,服务质量,20,POLL,Quality monitoring (examples 质量监督（示例）,21,POLL,Global performance ( example )质量监督（示例）,Distribution des appels呼叫分配,Trai

16、ts有效,par semaine每周 :,Appels呼叫,Prsents现有的,appels traits有效呼叫,Appels呼叫,Abandonns无效,% appels,Traits有效呼叫率,Nbre CC NO.CC,Prsents现有的,Nbre CC,Prvu预计的,Nb CC-,abs,injust.错误的,Lundi星期一,3891,2928,963,75.25%,Mardi星期二,2437,1797,640,73.74%,Mercredi星期三,3646,3117,529,85.49%,Jeudi星期四,2778,2486,292,89.49%,Vendredi星期五,3

17、049,2594,455,85.08%,Samedi星期六,412,381,31,92.48%,16213,13303,2910,82.05%,% prsence现有的,:,#DIV/0!,#DIV/0!,6.2%,% appels en,attente 备用呼叫:,21.7%,Moyenne dappels traits par jour日平均有效呼叫 ( hors samedi 星期六除外) :,2584,temps total 总时间AUX (CMS) :,1026,Heures小时,Nombre moyen de conseillers clientle 客户平均咨询数( hors s

18、amedi星期六除外) :,#DIV/0!,temps total en mode tl mode 通话总时间 :,1263,Heures小时,Temps moyen de communication平均通信时间:,2.28,Minutes分钟,Temps connect 通话时间:,2289,Heures小时,Temps moyen post -appel 平均post(后台)-呼叫:,1.39,Minutes分钟,Appels traits / Temps tl 有效呼叫/通话时间:,10.53,Appels呼叫 / hr小时,Temps moyen dattente平均等待时间 :,0.

19、23,Minutes分钟,Demandes reues par courrier通过电子邮件(mail)收到的要求 :,courrier 15,Jours15天电子邮件(mail)数,courrier 8,Jours8天电子邮件(mail)数,courrier en,MAJ中的电子邮件(mail)数,courrier en,Prt预备电子邮件(mail)数,Lundi星期一,156,133,234,Mardi星期二,82,54,100,Mercredi星期三,122,82,150,Jeudi星期四,109,47,141,Vendredi星期五,99,59,145,TOTAL总计,568,375

20、,770,0,Nombre de courriers back office后台系统电子邮件(mail)数 :,943,Nombre de courriers csc CSC电子邮件(mail)数 :,770,courrier en MAJ/temps MAJ :MAJ电子邮件（mail）/MAJ时间,3.58,523,h,152,h,0,h,Efficacit tlphone :有效电话,64.46%,215,h,% temps total de tlphone 通话总时间:,55.18%,temps moyen de trait demande crite 书面要求平均时间:,44.3,M

21、in分钟,6.64%,% courrier / temps connect 电子邮件(mail)/通话时间:,22.85%,nbre ddes crites traites/tps connect 有效书面ddes/tps 连线 :,0.75,% MAJ / temps connect MAJ/通话时间:,9.39%,% support / temps connect维持/通话时间 :,0.00%,temps moyen rel de trait. Courrier 电子邮件(mail) 平均时间:,back-office后台系统,Paris巴黎,% pause / temps connect

22、 中止/通话时间:,Temps de courrier (CMS)电子邮件(mail)时间:,Temps de pause ( CMS )中止时间:,Temps de support (CMS)维持时间:,Temps de MAJ (CMS)MAJ时间:,TABLEAU DE BORD MENSUEL月报表,taux moyen rel,dabsentisme 平均缺勤率:,% moy. de,Transferts传接方法 :,0,500,1000,1500,2000,2500,3000,3500,4000,4500,Lundi星期一,Mardi星期二,Mercredi星期三,Jeudi星期四

23、,Vendredi星期五,appels prsents现有呼叫,appels traits有效呼叫,appels abandonns无效呼叫,0,50,100,150,200,250,Lundi,Mardi,Mercredi,Jeudi,Vendredi,courrier 15 jours15天电子邮件(mail)数,courrier 8 jours8天电子邮件(mail)数,courrier en MAJ中的电子邮件(mail)数,22,POLL,Individual Performance ( example )个人业绩（示例）,23,POLL,接上一頁,24,POLL,Call conv

24、ersation monitoring ( example )呼叫谈话监督（示例）,Vagues曲线,2,3,4,5,6,Montpellier蒙彼利埃,7.1,7.8,7.2,7.6,7.4,National全国,7.3,7.6,7.3,7.4,7.2,Vagues曲线,2,3,4,5,6,Montpellier蒙彼利埃,9.7,9.9,9.9,10,10,National全国,9.9,9.9,10,9.9,9.9,Vagues曲线,2,3,4,5,6,Montpellier蒙彼利埃,6.7,6.9,6.5,7.2,6.9,National全国,7,6.8,6.7,7.1,6.9,Vague

25、s曲线,2,3,4,5,6,Montpellier蒙彼利埃,7,8.5,7.6,7.6,7.4,National全国,7.2,8.1,7.6,7.3,7.2,A - BAROMETRE “APPELS REFLETS呼叫反映”指标,Accs au service服务机会,Structure de lentretien设备维护,Qualit globale de lentretien维护质量,Moyenne globale总平均,9.5,9.6,9.7,9.8,9.9,10,10.1,2,3,4,5,6,Montpellier蒙彼利埃,National全国,6,6.5,7,7.5,2,3,4,5,6,Montpellier蒙彼利埃,National全国,6,7,8,9,2,3,4,5,6,Montpellier蒙彼利埃,National全国,6.5,7,7.5,8,2,3,4,5,6,Montpellier蒙彼利埃,National全国,25,POLL,Call conversation monitoring呼叫谈话监督,Rsultats CSC Montpellier蒙彼利埃CSC结果 - 4me trimestre 2003年第4季度,6.3,7.6,10,7.1,9.8,5.2,7.1,5.8,