{"id":1964,"date":"2012-11-19T11:13:57","date_gmt":"2012-11-19T04:13:57","guid":{"rendered":"http:\/\/snt.com.vn\/blog\/?p=1964"},"modified":"2012-11-19T11:13:57","modified_gmt":"2012-11-19T04:13:57","slug":"khai-ni%e1%bb%87m-v%e1%bb%81-call-center-contact-center","status":"publish","type":"post","link":"https:\/\/snt.com.vn\/blog\/khai-ni%e1%bb%87m-v%e1%bb%81-call-center-contact-center\/","title":{"rendered":"Kh\u00e1i ni\u1ec7m v\u1ec1 Call Center \u2013 Contact Center"},"content":{"rendered":"

\"911<\/a><\/p>\n

Aastra<\/a>, Nortel<\/strong> v\u00e0\u00a0Avaya<\/strong> \u2013 Nh\u1eefng t\u1eadp \u0111o\u00e0n h\u00e0ng \u0111\u1ea7u th\u1ebf gi\u1edbi v\u1ec1 gi\u1ea3i ph\u00e1p Contact Center \u2013 \u0111ang \u0111\u1ea9y m\u1ea1nh ho\u1ea1t \u0111\u1ed9ng t\u1ea1i Vi\u1ec7t Nam. B\u00e0i vi\u1ebft n\u00e0y gi\u1edbi thi\u1ec7u m\u1ed9t s\u1ed1 kh\u00e1i ni\u1ec7m v\u1ec1 Contact Center v\u00e0 quan \u0111i\u1ec3m c\u1ee7a c\u00e1c c\u00f4ng ty trong cu\u1ed9c.<\/p>\n

Contact hay call center<\/a>?<\/strong><\/h2>\n

H\u00ecnh \u1ea3nh d\u1ec5 th\u1ea5y nh\u1ea5t c\u1ee7a m\u1ed9t Call Center (trung t\u00e2m cu\u1ed9c g\u1ecdi) l\u00e0 nhi\u1ec1u nh\u00e2n vi\u00ean ng\u1ed3i b\u00ean \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 tr\u1ea3 l\u1eddi c\u00e1c cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng (\u0110TD\u0110) trong n\u01b0\u1edbc c\u00f3 l\u1ebd \u0111\u00e3 quen thu\u1ed9c v\u1edbi h\u00ecnh \u1ea3nh Call Center c\u1ee7a Vinaphone,\u00a0Mobifone<\/a>.<\/p>\n

C\u00f2n m\u1ed9t Contact Center (trung t\u00e2m li\u00ean l\u1ea1c) kh\u00f4ng ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 n\u01a1i t\u1eadp h\u1ee3p nh\u1eefng nh\u00e2n vi\u00ean \u0111eo tai nghe g\u1eafn micro (headset), chuy\u1ec3n m\u1ea1ch c\u00e1c cu\u1ed9c g\u1ecdi. N\u01a1i n\u00e0y kh\u00f4ng ch\u1ec9 x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi qua h\u1ec7 th\u1ed1ng \u0110T truy\u1ec1n th\u1ed1ng m\u00e0 c\u00f2n x\u1eed l\u00fd e-mail, c\u00e1c li\u00ean l\u1ea1c truy\u1ec1n th\u00f4ng tr\u1ef1c tuy\u1ebfn v\u00e0 k\u1ec3 c\u1ea3 th\u01b0 vi\u1ebft tay.<\/p>\n

S\u1ef1 ra \u0111\u1eddi v\u00e0 ph\u00e1t tri\u1ec3n c\u1ee7a Contact Center b\u1eaft ngu\u1ed3n t\u1eeb nhu c\u1ea7u mu\u1ed1n li\u00ean l\u1ea1c v\u00e0 h\u1ed7 tr\u1ee3 th\u00f4ng tin cho kh\u00e1ch h\u00e0ng th\u00f4ng qua k\u00eanh truy\u1ec1n th\u00f4ng h\u1ee3p l\u00fd. V\u1ec1 m\u1eb7t c\u00f4ng ngh\u1ec7, s\u1ef1 xu\u1ea5t hi\u1ec7n c\u1ee7a c\u00f4ng ngh\u1ec7\u00a0VoIP<\/a> (tho\u1ea1i qua \u0111\u01b0\u1eddng\u00a0Internet<\/a>) chuy\u1ec3n m\u1ea1ch g\u00f3i, thay th\u1ebf cho c\u00f4ng ngh\u1ec7 c\u0169 POTS (Plain Old Telephone Services) ch\u1ea1y tr\u00ean m\u1ea1ng PSTN (Public Switched Telephone Network), cho ph\u00e9p li\u00ean k\u1ebft c\u00e1c ch\u1ee7 th\u1ec3 trong m\u1ed9t t\u1ed5 ch\u1ee9c v\u1ec1 m\u1ed9t m\u1ed1i th\u1ed1ng nh\u1ea5t. \u0110i c\u00f9ng v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng n\u00e0y l\u00e0 h\u00e0ng lo\u1ea1t c\u00e1c gi\u1ea3i ph\u00e1p v\u00e0 thi\u1ebft b\u1ecb nh\u01b0 \u0111i\u1ec7n tho\u1ea1i IP, hay ph\u1ea7n m\u1ec1m \u0111i\u1ec7n tho\u1ea1i (IP Softphone) ch\u1ea1y tr\u00ean m\u00e0n h\u00ecnh m\u00e1y t\u00ednh.<\/p>\n

M\u1eb7c d\u00f9 kh\u00f4ng \u00edt DN t\u1ea1i Vi\u1ec7t Nam \u0111\u00e3 s\u1eed d\u1ee5ng IP phone nh\u01b0ng nhi\u1ec1u DN kh\u00e1c c\u00f2n ng\u1ed9 nh\u1eadn nhi\u1ec1u v\u1ec1 VoIP. Ch\u1eb3ng h\u1ea1n, nhi\u1ec1u DN c\u1ee9 ngh\u0129 r\u1eb1ng VoIP (Voice Over Internet Protocol) ch\u1ec9 v\u1eadn h\u00e0nh \u0111\u01b0\u1ee3c tr\u00ean m\u1ea1ng\u00a0Internet<\/a>. Th\u1eadt ra, \u0111i\u1ec1u n\u00e0y ch\u1ec9 \u0111\u00fang v\u00e0o th\u1eddi s\u01a1 khai c\u1ee7a VoIP. Ng\u00e0y nay, c\u00f4ng ngh\u1ec7 VoIP c\u00f3 th\u1ec3 v\u1eadn h\u00e0nh li\u00ean th\u00f4ng v\u1edbi m\u1ecdi lo\u1ea1i m\u1ea1ng kh\u00e1c nhau, h\u1ed7 tr\u1ee3 nhi\u1ec1u lo\u1ea1i h\u00ecnh k\u1ebft n\u1ed1i nh\u01b0 m\u1ea1ng t\u1eadp \u0111o\u00e0n, m\u1ea1ng c\u00f4ng ty t\u01b0 nh\u00e2n, m\u1ea1ng c\u00f4ng c\u1ed9ng, m\u1ea1ng d\u00e2y c\u00e1p v\u00e0 c\u1ea3 m\u1ea1ng kh\u00f4ng d\u00e2y\u2026 V\u00e0 c\u0169ng kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i c\u00f3 \u0111i\u1ec7n tho\u1ea1i IP m\u1edbi truy\u1ec1n th\u00f4ng tr\u00ean m\u1ea1ng VoIP \u0111\u01b0\u1ee3c. C\u00e1c \u0111i\u1ec7n tho\u1ea1i th\u1ebf h\u1ec7 c\u0169 v\u1eabn l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3. \u0110\u00f3 l\u00e0 nh\u1edd v\u00e0o nh\u1eefng l\u1ee3i th\u1ebf \u0111\u1ed9c t\u00f4n c\u1ee7a VoIP m\u00e0 c\u00e1c h\u1ec7 th\u1ed1ng \u0111i\u1ec7n tho\u1ea1i<\/a> th\u1ebf h\u1ec7 tr\u01b0\u1edbc kh\u00f4ng th\u1ec3 c\u00f3.<\/p>\n

B\u1eaft \u0111\u1ea7u x\u00e2m nh\u1eadp th\u1ecb tr\u01b0\u1eddng VN<\/strong><\/h3>\n

\u0110\u1ebfn th\u1eddi \u0111i\u1ec3m n\u00e0y, h\u1ea7u h\u1ebft c\u00e1c t\u00ean tu\u1ed5i l\u1edbn c\u1ee7a th\u1ebf gi\u1edbi v\u1ec1 VoIP, Call Center, Contac Center nh\u01b0 Aastra<\/strong><\/a>, Avaya, Nortel, Cisco, Alcatel\u2026 \u0111\u00e3 c\u00f3 m\u1eb7t t\u1ea1i Vi\u1ec7t Nam. C\u00e1c c\u00f4ng ty n\u00e0y \u0111\u1ec1u mu\u1ed1n \u0111\u00f3n \u0111\u1ea7u th\u1ecb tr\u01b0\u1eddng Vi\u1ec7t 80 tri\u1ec7u d\u00e2n, s\u1eafp tr\u1edf th\u00e0nh th\u00e0nh vi\u00ean c\u1ee7a WTO v\u00e0 ng\u00e0y c\u00e0ng h\u1ed9i nh\u1eadp t\u1ed1t h\u01a1n v\u1ec1 kinh t\u1ebf qu\u1ed1c t\u1ebf. \u00d4ng Alfred LEE \u00a0gi\u00e1m \u0111\u1ed1c COMMSERV \u00a0t\u1ea1i Vi\u1ec7t Nam cho bi\u1ebft t\u1eadp \u0111o\u00e0n n\u00e0y \u0111\u00e3 c\u00f3 kho\u1ea3ng 120 kh\u00e1ch h\u00e0ng t\u1ea1i Vi\u1ec7t Nam s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng \u0111i\u1ec7n tho\u1ea1i IP hay Call Center\/Contac Center c\u1ee7a Aastra<\/a><\/strong>. \u201cTr\u01b0\u1edbc m\u1eaft ch\u00fang t\u00f4i nh\u1eafm v\u00e0o c\u00e1c kh\u00e1ch h\u00e0ng vi\u1ec5n th\u00f4ng, ng\u00e2n h\u00e0ng, d\u1ecbch v\u1ee5, t\u00e0i ch\u00ednh v\u00e0 b\u1ea3o hi\u1ec3m b\u1edfi c\u00e1c ng\u00e0nh n\u00e0y \u0111ang t\u1eadn d\u1ee5ng CNTT \u0111\u1ec3 t\u1ea1o ra l\u1ee3i th\u1ebf c\u1ea1nh tranh\u201d, \u00f4ng n\u00f3i, \u201cVi\u1ec7t Nam, theo nghi\u00ean c\u1ee9u c\u1ee7a Aastra<\/a><\/strong>, s\u1ebd c\u00f3 m\u00f4 h\u00ecnh ph\u00e1t tri\u1ec3n t\u01b0\u01a1ng t\u1ef1 c\u00e1c qu\u1ed1c gia \u0111\u00f4ng d\u00e2n kh\u00e1c c\u1ee7a ASEAN nh\u01b0 Th\u00e1i Lan hay Indonesia\u201d.<\/p>\n

Th\u1eadt s\u1ef1 khi n\u1ec1n kinh t\u1ebf tr\u1edf n\u00ean c\u1ea1nh tranh h\u01a1n, kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 ch\u00eca kh\u00f3a d\u1eabn \u0111\u1ebfn t\u1ed3n t\u1ea1i v\u00e0 th\u00e0nh c\u00f4ng. Mu\u1ed1n \u0111\u01b0\u1ee3c nh\u01b0 v\u1eady, nh\u00e2n s\u1ef1 th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c n\u00e0y c\u0169ng c\u1ea7n chuy\u00ean nghi\u1ec7p h\u01a1n. \u201cM\u1ed9t nh\u00e2n vi\u00ean Contact Center ng\u00e0y nay \u0111\u00f2i h\u1ecfi ph\u1ea3i th\u00f4ng th\u1ea1o nhi\u1ec1u k\u1ef9 n\u0103ng h\u01a1n nh\u01b0 vi t\u00ednh, ngo\u1ea1i ng\u1eef, giao ti\u1ebfp. V\u00ec th\u1ebf \u0111\u1ec3 tri\u1ec3n khai th\u00e0nh c\u00f4ng c\u00e1c Contact Center c\u00f9ng c\u00e1c gi\u1ea3i ph\u00e1p nghi\u1ec7p v\u1ee5, ch\u00fang t\u00f4i c\u00f2n mang theo c\u1ea3 m\u1ed9t c\u00f4ng ty chuy\u00ean v\u1ec1 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean Contact Center v\u00e0o Vi\u1ec7t Nam\u201d, \u00f4ng NGChang Lung, gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ee7a Nortel t\u1ea1i Vi\u1ec7t Nam, cho bi\u1ebft.<\/p>\n

M\u1ed9t t\u00ednh n\u0103ng kh\u00e1c: H\u1ec7 th\u1ed1ng ph\u1ea7n m\u1ec1m, ph\u1ea7n c\u1ee9ng v\u00e0 truy\u1ec1n th\u00f4ng c\u1ee7a c\u00e1c Contact Center c\u00f2n c\u00f3 th\u1ec3 li\u00ean th\u00f4ng v\u1edbi ph\u1ea7n m\u1ec1m\u00a0qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM)<\/strong>. Ch\u1eb3ng h\u1ea1n, c\u00e1c gi\u1ea3i ph\u00e1p Contact Center c\u1ee7a Aastra<\/a>, <\/strong>Avaya, Nortel, Cisco \u0111\u1ec1u c\u00f3 kh\u1ea3 n\u0103ng \u201cn\u00f3i chuy\u1ec7n\u201d v\u1edbi m\u1ecdi CRM ph\u1ed5 bi\u1ebfn tr\u00ean th\u1ecb tr\u01b0\u1eddng nh\u01b0 Siebel CRM, PeopleSoft CRM hay Microsoft Dynamic CRM.<\/p>\n

\"1540<\/p>\n

Contact Center \u2013 c\u1ea5p \u0111\u1ed9 cao h\u01a1n c\u1ee7a m\u00f4 h\u00ecnh Call Center.<\/strong><\/h2>\n

H\u1ec7 th\u1ed1ng n\u00e0y l\u00e0 khu v\u1ef1c ch\u1ee9a \u0111\u1ef1ng t\u1ea5t c\u1ea3 d\u1eef li\u1ec7u g\u1ed3m th\u00f4ng tin kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ed5ng h\u1ee3p t\u1eeb c\u00e1c cu\u1ed9c \u0111i\u1ec7n tho\u1ea1i, e-mail, fax, \u0111\u01a1n \u0111\u1eb7t h\u00e0ng, ho\u00e1 \u0111\u01a1n thanh to\u00e1n, chi ti\u1ebft s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 v\u00e0 mua h\u00e0ng\u2026<\/p>\n

Ch\u1ee9c n\u0103ng c\u1ee7a Contact Center<\/strong><\/h3>\n

1. Ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng<\/strong><\/p>\n

\u0110i\u1ec1u n\u00e0y gi\u00fap b\u1ea1n n\u00e2ng cao n\u0103ng su\u1ea5t lao \u0111\u1ed9ng th\u00f4ng qua vi\u1ec7c ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. <\/strong>N\u00f3 cho ph\u00e9p x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi, <\/strong>gi\u00e1m s\u00e1t vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng \u1ea3o cu\u1ed9c g\u1ecdi c\u00f9ng v\u1edbi c\u00e1c l\u1ee3i \u00edch kh\u00e1c.<\/p>\n

2. Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/strong>
\n B\u1ed9 \u1ee9ng d\u1ee5ng Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM<\/a>) cho ph\u00e9p vi\u1ec7c \u0111\u1ecbnh tuy\u1ebfn th\u00f4ng minh c\u00e1c t\u01b0\u01a1ng t\u00e1c\u00a0\u00a0v\u1edbi kh\u00e1ch h\u00e0ng t\u1eeb b\u00ean trong v\u00e0 b\u00ean ngo\u00e0i th\u00f4ng qua nhi\u1ec1u k\u00eanh li\u00ean l\u1ea1c kh\u00e1c nhau, bao g\u1ed3m tho\u1ea1i, email, web chat, tr\u00ecnh duy\u1ec7t c\u1ed9ng t\u00e1c, d\u1ecbch v\u1ee5 t\u1ef1 \u0111\u1ed9ng v\u00e0 VoIP.<\/p>\n

3. Trung t\u00e2m giao d\u1ecbch<\/strong><\/p>\n

IVN Co., Ltd thi\u1ebft k\u1ebf ri\u00eang v\u00e0 t\u00edch h\u1ee3p c\u00e1c th\u00f4ng tin v\u1ec1 cu\u1ed9c g\u1ecdi theo y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, ki\u1ec3m so\u00e1t c\u00e1c th\u00f4ng tin kh\u00e1ch h\u00e0ng trong c\u01a1 s\u1edf s\u1eef li\u1ec7u, t\u1ed1i \u0111a h\u00f3a t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao s\u1ef1\u00a0\u00a0h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n

4. Tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng v\u00e0 nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i<\/strong><\/p>\n

H\u1ec7 th\u1ed1ng gi\u1ecdng n\u00f3i t\u1ef1 \u0111\u1ed9ng cung c\u1ea5p m\u1ed9t h\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i t\u1ef1 \u0111\u1ed9ng b\u1eb1ng gi\u1ecdng n\u00f3i, \u0111\u1ecdc ch\u1eef, x\u1eed l\u00fd cu\u1ed9c g\u1ecdi, \u0111\u1ecbnh h\u01b0\u1edbng cu\u1ed9c g\u1ecdi, tr\u1ea3 l\u1eddi fax, nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i v\u00e0 tin nh\u1eafn<\/p>\n

5. Truy\u1ec1n th\u00f4ng \u0111a ph\u01b0\u01a1ng ti\u1ec7n (email, voice, SMS, fax, \u2026)<\/strong><\/p>\n

S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 th\u1ebf h\u1ec7 m\u1edbi, vi\u1ec7c tri\u1ec3n khai h\u1ec7 th\u1ed1ng \u0111a k\u00eanh, ph\u00e1t tri\u1ec3n \u1ee9ng d\u1ee5ng ti\u00ea ti\u1ebfn mang \u0111\u1ebfn cho b\u1ea1n c\u00f4ng ngh\u1ec7 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u th\u00f4ng qua\u00a0\u00a0ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng hi\u1ec7u qu\u1ea3 nh\u01b0 email, SMS<\/p>\n

6. L\u01b0u tr\u1eef ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 c\u00e1c cu\u1ed9c tho\u1ea1i<\/strong><\/p>\n

\u0110\u00e1p \u1ee9ng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n \u0111\u1ec3 l\u01b0u gi\u1eef, \u0111\u00e1nh gi\u00e1, ph\u00e2n t\u00edch v\u00e0 l\u00e0m t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua t\u01b0\u01a1ng t\u00e1c tho\u1ea1i, VoIP, email, va giao d\u1ecbch web, gi\u00fap x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e2u d\u00e0i.<\/p>\n

7. B\u00e1o c\u00e1o hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng<\/strong>
\n C\u00e1c b\u00e1o c\u00e1o \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng d\u1ef1a tr\u00ean nh\u1eefng y\u00eau c\u1ea7u c\u1ee7a b\u1ea1n, th\u1ed1ng k\u00ea hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng th\u1eddi gian th\u1ef1c v\u00e0 th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng th\u00f4ng qua h\u1ec7 th\u1ed1ng contact centre, nh\u1edd \u0111\u00f3 mang l\u1ea1i cho b\u1ea1n nh\u1eefng c\u00f4ng c\u1ee5 c\u1ea7n thi\u1ebft \u0111\u00ea c\u00f3 nh\u1eefng quy\u1ebft \u0111\u1ecbnh v\u1edbi th\u00f4ng tin \u0111\u1ea7y \u0111\u1ee7.<\/p>\n

8. Quay s\u1ed1 \u0111\u1ecbnh tr\u01b0\u1edbc<\/strong><\/p>\n

V\u1edbi h\u01a1n 100,000 cu\u1ed9c g\u1ecdi ra m\u1ed7i gi\u1edd, nhi\u1ec1u h\u1ec7 th\u1ed1ng quay s\u1ed1 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd trong m\u1ed9t chi\u1ebfn d\u1ecbch marketing v\u1edbi kh\u1ea3 n\u0103ng chia s\u1ebb danh s\u00e1ch kh\u00e1ch h\u00e0ng cho c\u00e1c h\u1ec7 th\u1ed1ng quay s\u1ed1, gi\u00fap t\u0103ng s\u1ed1\u00a0\u00a0l\u01b0\u1ee3ng c\u00e1c cu\u1ed9c g\u1ecdi ra b\u00ean ngo\u00e0i.<\/p>\n

9. B\u1ea3n theo d\u00f5i to\u00e0n b\u1ed9 v\u00e0 c\u00e1c nh\u00e2n vi\u00ean<\/strong>
\n M\u1ed9t h\u1ec7 th\u1ed1ng th\u00f4ng tin li\u00ean l\u1ea1c m\u1edf r\u1ed9ng gi\u00fap b\u1ea1n th\u1ea5y \u0111\u01b0\u1ee3c nh\u1eefng di\u1ec5n ti\u1ebfn trong h\u1ec7 th\u1ed1ng ch\u1edd c\u1ee7a contact centre, nh\u1edd \u0111\u00f3 \u0111\u1ec3 c\u00f3 nh\u1eefng ph\u1ea3n \u1ee9ng k\u1ecbp th\u1eddi \u0111\u1ec3 t\u1ed1i \u01b0u m\u1ee9c ho\u1ea1t \u0111\u1ed9ng<\/p>\n

10. Qu\u1ea3n l\u00fd nh\u00e2n vi\u00ean <\/strong>
\n Gi\u00fap b\u1ea1n d\u1ef1 \u0111o\u00e1n m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c y\u00eau c\u1ea7u v\u00e0 l\u00ean k\u1ebf ho\u1ea1ch cho nh\u00e2n vi\u00ean. \u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ea3m b\u1ea3o vi\u1ec7c b\u1ed1 tr\u00ed ng\u01b0\u1eddi c\u00f3 kh\u1ea3 n\u0103ng ph\u00f9 h\u1ee3p v\u00e0o \u0111\u00fang v\u1ecb tr\u00ed v\u00e0 th\u1eddi \u0111i\u1ec3m th\u00edch h\u1ee3p.<\/p>\n

V\u00ed d\u1ee5 c\u1ee5 th\u1ec3<\/strong><\/p>\n

V\u00ed d\u1ee5 1<\/strong>:<\/strong><\/p>\n

Gi\u1ea3 s\u1eed em d\u00f9ng Mobifone, thi tho\u1ea3ng ngh\u1ecbch ng\u1ee3m b\u1ecb lock SIM m\u00e0 ch\u1ea3 nh\u1edb s\u1ed1 PUK n\u00ean ph\u1ea3i g\u1ecdi 145 \u0111\u1ec3 g\u1eb7p 1 em gi\u1ecdng ng\u1ecdt ng\u00e0o m\u00e0 h\u1ecfi, em \u1ea5y s\u1ebd h\u1ecfi s\u1ed1 phone v\u00e0 m\u1ed9t v\u00e0i chi ti\u1ebft kh\u00e1c trong h\u1ee3p \u0111\u1ed3ng r\u1ed3i g\u00f5 v\u00e0o PC \u0111\u1ec3 t\u00ecm d\u1eef li\u1ec7u sau \u0111\u00f3 \u0111\u1ecdc cho\u00a0b\u1ea1n\u00a0s\u1ed1 PUK \u0111\u1ec3 unlock c\u00e1i SIM \u0111\u00f3. N\u1ebfu h\u00f4m n\u00e0o may th\u00ec nh\u01b0 v\u1eady, h\u00f4m n\u00e0o kh\u00f4ng may s\u1ebd nghe th\u1ea5y m\u1ed9t gi\u1ecdng c\u0169ng ng\u1ecdt ng\u00e0o (nh\u01b0ng ghi s\u1eb5n) n\u00f3i r\u1eb1ng \u201cxin l\u1ed7i qu\u00ed kh\u00e1ch hi\u00ean nay c\u00e1c \u0111i\u1ec7n tho\u1ea1i vi\u00ean \u0111\u1ec1u b\u1eadn, xin vui l\u00f2ng gi\u1eef m\u00e1y ch\u1edd ho\u1eb7c b\u1ea5m s\u1ed1 1 \u0111\u1ec3 nghe th\u00f4ng tin khuy\u1ebfn m\u1ea1i, b\u1ea5m s\u1ed1 2 \u0111\u1ec3 nghe d\u1ef1 b\u00e1o th\u1eddi ti\u1ebft, b\u1ea5m 3 \u0111\u1ec3\u00a0nghe th\u00f4ng tin v\u1ec1 gi\u00e1 x\u0103ng <\/strong>\u2026. n\u1ebfu\u00a0b\u1ea1n\u00a0b\u1ea5m s\u1ed1 n\u00e0o \u0111\u00f3 th\u00ec s\u1ebd \u0111\u01b0\u1ee3c nghe linh tinh c\u1ea3 ng\u00e0y, c\u00f2n n\u1ebfu gi\u1eef m\u00e1y ch\u1edd th\u00ec ngay sau khi m\u1ed9t c\u00f4 n\u00e0o \u0111\u00f3 ch\u1ea5m d\u1ee9t v\u1edbi m\u1ed9t \u00f4ng nh\u01b0\u00a0b\u1ea1n, l\u1eadp t\u1ee9c\u00a0b\u1ea1n\u00a0s\u1ebd connect \u0111\u01b0\u1ee3c v\u1edbi c\u00f4 \u0111\u00f3 v\u00e0 c\u00f3 th\u1ec3 h\u1ecfi \u0111\u00e1p tho\u1ea3i m\u00e1i cho \u0111\u1ebfn khi\u00a0b\u1ea1n\u00a0h\u00e0i l\u00f2ng m\u00e0 \u0111\u1eb7t m\u00e1y \u0111i ng\u1ee7.<\/p>\n

V\u00ed d\u1ee5 2<\/strong>:\u00a0
\n B\u1ea1n\u00a0c\u00f3 t\u00e0i kho\u1ea3n \u1edf Citi Bank, m\u1ed9t h\u00f4m mu\u1ed1n chuy\u1ec3n ti\u1ebfn cho th\u1eb1ng em \u1edf M\u1ef9 \u0111\u1ec3 n\u00f3 mua h\u1ed9 con Hummer. Ng\u1eb7t n\u1ed7i\u00a0b\u1ea1n\u00a0ng\u1ea1i \u0111\u1ebfn ng\u00e2n h\u00e0ng l\u1eafm, m\u1edbi b\u1ed1c \u0111i\u1ec7n tho\u1ea1i g\u1ecdi \u0111\u1ebfn ng\u00e2n h\u00e0ng\u00a0
\n –\u00a0B\u1ea1n\u00a0b\u1ea5m: 825 7888\u00a0
\n – H\u1ec7 th\u1ed1ng tr\u1ea3 l\u1eddi: \u201cXin k\u00ednh ch\u00e0o qu\u00ed kh\u00e1ch, xin qu\u00ed kh\u00e1ch vui l\u00f2ng nh\u1eadp s\u1ed1 t\u00e0i kho\u1ea3n\u2026 k\u1ebft th\u00fac b\u1eb1ng ph\u00edm #\u201d .\u00a0
\n –\u00a0B\u1ea1n\u00a0b\u1ea5m 1234567689 #\u00a0
\n – H\u1ec7 th\u1ed1ng tr\u1ea3 l\u1eddi: \u201cXin qu\u00ed kh\u00e1ch vui l\u00f2ng nh\u1eadp m\u1eadt kh\u1ea9u.. #\u201d\u00a0
\n –\u00a0B\u1ea1n\u00a0b\u1ea5m: 123456798 #\u00a0
\n – H\u1ec7 th\u1ed1ng tr\u1ea3 l\u1eddi \u201cm\u1eadt kh\u1ea9u b\u00e1c nh\u1eadp sai r\u1ed3i, b\u1ea5m l\u1ea1i \u0111i\u201d\u00a0
\n –\u00a0B\u1ea1n\u00a0b\u1ea5m 123456789 #\u00a0
\n – H\u1ec7 th\u1ed1ng tr\u1ea3 l\u1eddi: A xin ch\u00e0o anh CHAK, anh mu\u1ed1n ki\u1ec3m tra s\u1ed1 d\u01b0 xin m\u1eddi b\u1ea5m 1, mu\u1ed1n chuy\u1ec3n kho\u1ea3n b\u1ea5m s\u1ed1 2\u2026.<\/p>\n

————————————————————————————————————————————-<\/p>\n

(Trong b\u00e0i vi\u1ebft n\u00e0y c\u00f3 m\u1ed9t s\u1ed1 th\u00f4ng tin \u0111\u00e3 c\u0169, tuy nhi\u00ean ki\u1ebfn th\u1ee9c th\u00ec kh\u00f4ng h\u1ec1 c\u0169.)<\/p>\n

C\u1ea3m \u01a1n s\u1ef1 quan t\u00e2m c\u1ee7a c\u00e1c b\u1ea1n,<\/p>\n

Ngu\u1ed3n b\u00e0i vi\u1ebft t\u1ea1i:<\/p>\n

tuonglaiviet.vn<\/a><\/p>\n

http:\/\/chimcanhcut.info\/pc-world\/khai-niem-call-center-contact-center-tong-dai-dien-thoai\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Aastra, Nortel v\u00e0\u00a0Avaya \u2013 Nh\u1eefng t\u1eadp \u0111o\u00e0n h\u00e0ng \u0111\u1ea7u th\u1ebf gi\u1edbi v\u1ec1 gi\u1ea3i ph\u00e1p Contact Center \u2013 \u0111ang \u0111\u1ea9y m\u1ea1nh<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[71,1],"tags":[90,111,115,121,131,315,236,275,274,298],"yoast_head":"\nKh\u00e1i ni\u1ec7m v\u1ec1 Call Center \u2013 Contact Center - Blog SNT - C\u00f4ng Ty TNHH Si\u00eau Nh\u1eadt Thanh - Sao Nhanh Th\u1ebf<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/snt.com.vn\/blog\/khai-ni\u1ec7m-v\u1ec1-call-center-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kh\u00e1i ni\u1ec7m v\u1ec1 Call Center \u2013 Contact Center - 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