{"id":2048,"date":"2012-12-05T15:03:42","date_gmt":"2012-12-05T08:03:42","guid":{"rendered":"http:\/\/snt.com.vn\/blog\/?p=2048"},"modified":"2012-12-05T15:03:42","modified_gmt":"2012-12-05T08:03:42","slug":"aastra-470-call-center-trung-tam-ti%e1%ba%bfp-nh%e1%ba%adn-t%c6%b0-v%e1%ba%a5n-va-gi%e1%ba%a3i-dap-m%e1%bb%8di-cu%e1%bb%99c-g%e1%bb%8di-c%e1%bb%a7a-khach-hang","status":"publish","type":"post","link":"https:\/\/snt.com.vn\/blog\/aastra-470-call-center-trung-tam-ti%e1%ba%bfp-nh%e1%ba%adn-t%c6%b0-v%e1%ba%a5n-va-gi%e1%ba%a3i-dap-m%e1%bb%8di-cu%e1%bb%99c-g%e1%bb%8di-c%e1%bb%a7a-khach-hang\/","title":{"rendered":"T\u1ed5ng \u0111\u00e0i IP Aastra 470 \u2013 Gi\u1ea3i ph\u00e1p Call center: Trung t\u00e2m ti\u1ebfp nh\u1eadn, t\u01b0 v\u1ea5n v\u00e0 gi\u1ea3i \u0111\u00e1p m\u1ecdi cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

1. <\/strong>Gi\u1edbi thi\u1ec7u<\/strong><\/p>\n

\"sdsd\"<\/strong><\/p>\n

    <\/ol>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    <\/strong><\/p>\n

    Trung t\u00e2m ti\u1ebfp nh\u1eadn cu\u1ed9c g\u1ecdi Call Center<\/em><\/p>\n

    Aastra Business Phone Call Center l\u00e0 gi\u1ea3i ph\u00e1p trung t\u00e2m ti\u1ebfp nh\u1eadn, x\u1eed l\u00fd m\u1ecdi cu\u1ed9c g\u1ecdi t\u1eeb kh\u00e1ch h\u00e0ng cho c\u00e1c doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf. Business Phone Call Center c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng tri\u1ec3n khai v\u1edbi nhi\u1ec1u ch\u1ee9c n\u0103ng, \u1ee9ng d\u1ee5ng cho c\u00e1c \u0111i\u1ec7n tho\u1ea1i vi\u00ean trong th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i ho\u1eb7c t\u01b0\u01a1ng lai, ph\u1ee5 thu\u1ed9c v\u00e0o nhu c\u1ea7u v\u00e0 h\u01b0\u1edbng m\u1edf r\u1ed9ng c\u1ee7a m\u1ed7i c\u00f4ng ty, \u0111\u1ea3m b\u1ea3o s\u1ef1 hi\u1ec7u qu\u1ea3 trong vi\u1ec7c qu\u1ea3n l\u00fd h\u1ec7 th\u1ed1ng truy\u1ec1n th\u00f4ng c\u00f4ng ty b\u1ea1n.<\/p>\n

    C\u00e1c th\u00e0nh ph\u1ea7n c\u01a1 b\u1ea3n c\u1ee7a m\u1ed9t h\u1ec7 th\u1ed1ng Call Center:<\/p>\n

    – <\/strong>M\u1ed9t t\u1ed5ng \u0111\u00e0i ti\u1ebfp nh\u1eadn m\u1ecdi cu\u1ed9c g\u1ecdi v\u00e0 k\u1ebft n\u1ed1i gi\u1eefa n\u1ed9i b\u1ed9 b\u00ean trong v\u1edbi b\u00ean ngo\u00e0i ( IP PBX Aastra 470)<\/p>\n

    –<\/strong> H\u1ec7 th\u1ed1ng t\u01b0\u01a1ng t\u00e1c, h\u01b0\u1edbng d\u1eabn, tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng IVR (Interactive Voice Response)<\/p>\n

    –<\/strong> H\u1ec7 th\u1ed1ng \u0111\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi \u0111a ph\u01b0\u01a1ng ti\u1ec7n ACD (Automatic Call Distribution)<\/p>\n

    –<\/strong> H\u1ec7 th\u1ed1ng gi\u00e1m s\u00e1t v\u00e0 ghi nh\u1eadn th\u00f4ng tin kh\u00e1ch h\u00e0ng (CCS-Call Center Supervisor, c\u01a1 s\u1edf d\u1eef li\u1ec7u)<\/p>\n

    –<\/strong> C\u00e1c \u0111i\u1ec7n tho\u1ea1i vi\u00ean (\u0110TV) – Agent (S\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i Soft Phone, IP Phone ho\u1eb7c SIP Phone)<\/p>\n

    – H\u1ec7 th\u1ed1ng m\u00e1y ch\u1ee7 \u1ee9ng d\u1ee5ng (Web, mail, SMS, CRM)<\/p>\n


    <\/p>\n

    \"fdf\"<\/p>\n

    M\u1ed9t s\u1ed1 th\u00e0nh ph\u1ea7n c\u01a1 b\u1ea3n c\u1ee7a h\u1ec7 th\u1ed1ng Call Center<\/em><\/p>\n


    \n <\/em><\/p>\n

    2. <\/strong>M\u00f4 h\u00ecnh gi\u1ea3i ph\u00e1p<\/strong><\/p>\n

    \"dsd\"<\/strong><\/p>\n

      <\/ol>\n

      <\/strong><\/p>\n

      <\/strong><\/p>\n

      \u00a0<\/p>\n

      M\u00f4 h\u00ecnh gi\u1ea3i ph\u00e1p Aastra 470 \u2013 Call Center<\/em><\/p>\n

      Theo m\u00f4 h\u00ecnh tr\u00ean:<\/p>\n

        \n
      1. Khi kh\u00e1ch h\u00e0ng g\u1ecdi t\u1edbi t\u1eeb c\u00e1c m\u1ea1ng b\u00ean ngo\u00e0i, \u0111\u1ea7u ti\u00ean kh\u00e1ch h\u00e0ng s\u1ebd nghe l\u1eddi ch\u00e0o v\u00e0 nh\u1eefng th\u00f4ng tin h\u01b0\u1edbng d\u1eabn ph\u00e1t t\u1ef1 \u0111\u1ed9ng. Ngo\u00e0i ra khi kh\u00e1ch h\u00e0ng nh\u1ea5n ph\u00edm \u0111\u1ec3 nghe th\u00f4ng tin v\u1ec1 c\u00e1c d\u1ecbch v\u1ee5, gi\u1ea3i ph\u00e1p ho\u1eb7c gi\u1edbi thi\u1ec7u v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty th\u00ec s\u1ebd \u0111\u01b0\u1ee3c cung c\u1ea5p th\u00f4ng tin theo ch\u1ee9c n\u0103ng \u0111\u00e3 thi\u1ebft l\u1eadp s\u1eb5n m\u1ed9t c\u00e1ch nhanh ch\u00f3ng. Nh\u1eefng ch\u1ee9c n\u0103ng \u0111\u00f3 nh\u1edd v\u00e0o \u1ee9ng d\u1ee5ng IVR (Interactive Voice Response) t\u00edch h\u1ee3p b\u00ean trong t\u1ed5ng \u0111\u00e0i Aastra 470 cho ph\u00e9p cung c\u1ea5p c\u00e1c\u00a0h\u01b0\u1edbng d\u1eabn, d\u1ecbch v\u1ee5 v\u00e0 th\u00f4ng tin s\u1ea3n ph\u1ea9m t\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n
      2. Khi nghe xong l\u1eddi ch\u00e0o kh\u00e1ch h\u00e0ng s\u1ebd ti\u1ebfp t\u1ee5c nh\u1ea5n c\u00e1c ph\u00edm ch\u1ee9c n\u0103ng \u0111\u1ec3 l\u1ef1a ch\u1ecdn nh\u00e1nh k\u1ebft n\u1ed1i. T\u1eeb \u0111\u00f3 th\u00f4ng tin y\u00eau c\u1ea7u k\u1ebft n\u1ed1i s\u1ebd \u0111\u01b0\u1ee3c chuy\u1ec3n qua t\u1ed5ng \u0111\u00e0i v\u00e0 g\u1eedi v\u1ec1 cho CPU2 l\u00e0m ch\u1ee9c n\u0103ng ACD \u2013 t\u1ef1 \u0111\u1ed9ng \u0111\u1ecbnh tuy\u1ebfn, ph\u1ea7n ph\u1ed1i cu\u1ed9c g\u1ecdi t\u1edbi b\u1ed9 ph\u1eadn c\u1ea7n g\u1eb7p.<\/li>\n
      3. T\u1eeb CPU2 th\u00f4ng tin \u0111\u1ecbnh tuy\u1ebfn, ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi s\u1ebd chuy\u1ec3n v\u1ec1 l\u1ea1i cho t\u1ed5ng \u0111\u00e0i.<\/li>\n
      4. Cu\u1ed1i c\u00f9ng t\u1ea1i t\u1ed5ng \u0111\u00e0i cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c \u0111\u01b0a t\u1edbi v\u00e0 cho ph\u00e9p thi\u1ebft l\u1eadp k\u1ebft n\u1ed1i v\u1edbi \u0110TV. M\u1ecdi th\u00f4ng tin v\u1ec1 cu\u1ed9c g\u1ecdi: S\u1ed1 g\u1ecdi t\u1edbi, th\u00f4ng tin kh\u00e1ch h\u00e0ng, th\u00f4ng tin d\u1ecbc v\u1ee5 k\u00e8m theo, nh\u1eefng cu\u1ed9c g\u1ecdi ch\u1edd, nh\u1eefng cu\u1ed9c g\u1ecdi nh\u1ee1\u2026 t\u1ea1i c\u00e1c \u0111i\u1ec7n tho\u1ea1i vi\u00ean s\u1ebd \u0111\u01b0\u1ee3c gi\u00e1m s\u00e1t b\u1edfi CCS \u2013 giao di\u1ec7n gi\u00e1m s\u00e1t c\u1ee7a ng\u01b0\u1eddi qu\u1ea3n l\u00fd (Supervisor). <\/li>\n<\/ol>\n

        3. <\/strong>\u0110i\u1ec3m \u0111\u1eb7c tr\u01b0ng c\u1ee7a gi\u1ea3i ph\u00e1p<\/strong><\/p>\n

          <\/ol>\n

          Aastra 470 cung c\u1ea5p c\u00e1c \u1ee9ng d\u1ee5ng c\u01a1 b\u1ea3n v\u00e0 th\u00f4ng minh cho Call Center:<\/p>\n

          \"dsd\"<\/p>\n

          Ch\u1ee9c n\u0103ng t\u01b0\u01a1ng t\u00e1c, tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng IVR<\/em><\/p>\n

          Ch\u1ee9c n\u0103ng t\u01b0\u01a1ng t\u00e1c, tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng IVR t\u00edch h\u1ee3p h\u1ed9p th\u01b0 tho\u1ea1i (Voice Mail) v\u1edbi th\u1eddi gian m\u1eb7c \u0111\u1ecbnh l\u00e0 20 ph\u00fat cho ph\u00e9p thu l\u1ea1i l\u1eddi h\u01b0\u1edbng d\u1eabn, gi\u1edbi thi\u1ec7u v\u1ec1 c\u00e1c d\u1ecbch v\u1ee5, gi\u1ea3i ph\u00e1p v\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty ho\u1eb7c \u0111\u1ec3 l\u01b0u l\u1ea1i l\u1eddi nh\u1eafn c\u1ee7a kh\u00e1ch h\u00e0ng khi c\u00e1c \u0111i\u1ec7n tho\u1ea1i vi\u00ean \u0111\u1ec1u b\u1eadn. Ngo\u00e0i ra v\u1edbi nhu c\u1ea7u s\u1eed d\u1ee5ng cao h\u01a1n doanh nghi\u1ec7p ch\u1ec9 c\u1ea7n mua th\u00eam license \u0111\u1ec3 m\u1edf r\u1ed9ng. T\u1ed5ng \u0111\u00e0i Aastra 470 c\u00f3 kh\u1ea3 n\u0103ng cung c\u1ea5p th\u1eddi gian cho h\u1ed9p th\u01b0 tho\u1ea1i t\u1ed1i \u0111a l\u00ean t\u1edbi 600 ph\u00fat \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u cho m\u1ecdi\u00a0doanh nghi\u1ec7p.<\/p>\n

          \"sdaaas\"<\/p>\n

          Kh\u1ea3 n\u0103ng m\u1edf r\u1ed9ng dung l\u01b0\u1ee3ng h\u1ed9p th\u01b0 tho\u1ea1i <\/em><\/p>\n

          Ch\u1ec9 v\u1edbi m\u1ed9t \u0111\u1ea7u s\u1ed1 duy nh\u1ea5t (1900XXX) m\u1ecdi cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd t\u1ef1 \u0111\u1ed9ng chuy\u1ec3n t\u1edbi b\u1ed9 ph\u1eadn c\u1ea7n g\u1eb7p m\u1ed9t c\u00e1ch nhanh ch\u00f3ng m\u00e0 kh\u00f4ng ph\u1ea3i g\u1ecdi v\u00e0o t\u1eebng s\u1ed1 \u0111\u01a1n l\u1ebb nh\u01b0 c\u00e1c h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i th\u00f4ng th\u01b0\u1eddng kh\u00e1ch.<\/p>\n

          \"dsd\"<\/p>\n

          ACD (Automatic Call Distribution)<\/em><\/p>\n

          Ph\u01b0\u01a1ng th\u1ee9c \u0111\u1ecbnh tuy\u1ebfn v\u00e0 ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi linh ho\u1ea1t (ACD)<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u0110\u1ecbnh tuy\u1ebfn theo v\u00f2ng hay \u0111\u1ecbnh tuy\u1ebfn tuy\u1ebfn t\u00ednh<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u0110\u1ecbnh tuy\u1ebfn theo th\u1eddi gian cu\u1ed9c g\u1ecdi\u00a0ch\u1edd<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u0110\u1ecbnh tuy\u1ebfn t\u1edbi b\u1ed9 ph\u00e2n \u0111\u01b0\u1ee3c \u01b0u ti\u00ean ho\u1eb7c ph\u00e2n chia theo c\u1ea5p b\u1eadc<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u0110\u1ecbnh tuy\u1ebfn t\u1edbi ph\u00f2ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng g\u1ea7n nh\u1ea5t trong khu v\u1ef1c<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Chuy\u1ec3n cu\u1ed9c g\u1ecdi t\u1edbi m\u1ed9t nh\u00f3m \u0111\u1eb7c bi\u1ec7t khi m\u1ecdi \u0111i\u1ec7n tho\u1ea1i vi\u00ean \u0111\u1ec1u b\u1eadn<\/p>\n

          \"sds\"<\/p>\n

          Giao di\u1ec7n qu\u1ea3n l\u00fd tr\u00ean CCS<\/em><\/p>\n


          \n <\/em><\/p>\n

          Aastra Call Center Supervisor (CCS) – ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd v\u00e0 gi\u00e1m s\u00e1t v\u1edbi c\u00e1c ch\u1ee9c n\u0103ng nh\u01b0:<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 G\u00e1n th\u00eam ho\u1eb7c chuy\u1ec3n c\u00e1c \u0110TV v\u00e0o c\u00e1c nh\u00f3m kh\u00e1c nhau theo c\u1ea5p b\u1eadc, k\u1ef9 n\u0103ng, v\u00e0 tr\u00ecnh \u0111\u1ed9.<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u0110\u0103ng nh\u1eadp ho\u1eb7c \u0111\u0103ng xu\u1ea5t t\u1eeb xa v\u00e0o ch\u1ee9c n\u0103ng c\u1ee7a \u0110TV \u0111\u1ec3 nh\u1eadn v\u00e0 h\u1ed7 tr\u1ee3 cu\u1ed9c g\u1ecdi khi c\u00e1c \u0110TV \u0111\u1ec1u b\u1eadn.<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Thay \u0111\u1ed5i tr\u1ea1ng th\u00e1i c\u1ee7a \u0110TV.<\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ki\u1ec3m tra nh\u1eefng cu\u1ed9c g\u1ecdi kh\u00f4ng \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi t\u1ea1i c\u00e1c b\u1ed9 ph\u1eadn.<\/p>\n


          <\/p>\n

          H\u1ed7 tr\u1ee3 t\u1ea5t c\u1ea3 c\u00e1c lo\u1ea1i \u0111i\u1ec7n tho\u1ea1i c\u1ee7a \u0110TV (Soft Phone, Digital Phone, IP Phone, SIP Phone)<\/p>\n

          \u0110\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi kh\u1ea9n<\/p>\n

          Hi\u1ec3n th\u1ecb tr\u1ea1ng th\u00e1i on v\u00e0 offline tr\u00ean b\u1ea3ng th\u00f4ng b\u00e1o<\/p>\n

          C\u00e1c ch\u1ee9c n\u0103ng Call Center \u0111\u00e3 \u0111\u01b0\u1ee3c c\u00e0i \u0111\u1eb7t s\u1eb5n trong card \u1ee9ng d\u1ee5ng CPU2 c\u1ee7a t\u1ed5ng \u0111\u00e0i Aastra 470.<\/p>\n

          4. <\/strong>M\u00f4 h\u00ecnh tri\u1ec3n khai gi\u1ea3i ph\u00e1p theo quy m\u00f4 doanh nghi\u1ec7p<\/strong><\/p>\n

          \"\u1ea5\"<\/strong><\/p>\n

          M\u1ee9c \u0111\u1ed9 tri\u1ec3n khai Call Center theo quy m\u00f4 doanh nghi\u1ec7p<\/em><\/p>\n

          5. <\/strong>L\u1ee3i \u00edch gi\u1ea3i ph\u00e1p mang l\u1ea1i<\/strong><\/p>\n

          \"dsd\"<\/strong><\/p>\n


          <\/p>\n

          –\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 N\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng: <\/strong><\/p>\n