Gutsindira ubunararibonye bwabakiriya bigomba gushirwaho hafi yibyo umukiriya yifuza mbere na mbere n’umuryango bakorana ubucuruzi - mu yandi magambo, uburambe bushingiye kubakiriya.Ubunararibonye bushingiye kubakiriya nibyerekeye gufata amakuru afatika ufite kumukiriya no gutunganya ibikorwa remezo byawe hafi yibyo bashaka nibyingenzi kuri bo.

Nigitekerezo cyoroshye mubitekerezo, ariko birasaba ibigo kugarura umuco wabo no kuvugurura imikorere yabyo kugirango bibande kuburyo bushingiye kubakiriya.Kubikora bitera gutsindira-gutsindira;ituma abakiriya bishima kandi birashoboka ko bazasubiramo ubucuruzi mugihe batezimbere ibipimo ngenderwaho byingenzi (KPIs) nkimbaraga zabakiriya, gukemura ibibazo byambere (FCR), nigihe cyo gukemura (TTR).Dore uko amashyirahamwe ashobora gutangira guhatanira ubunararibonye bushingiye kubakiriya.

Ugomba kwibanda kubyo umukiriya ashaka, ntabwo aribyo utekereza ko bazashaka - cyangwa bibi, gusa nibikugirira akamaro

Ibi turabibona cyane mubigo byitumanaho, imiryango myinshi iracyafata ikigo cyigiciro nikigo cyagaciro.Tekereza ku bunararibonye bwawe bwa nyuma uhamagara nimero ya serivise yabakiriya mugihe ufite icyifuzo cyigihe.Mugihe wahamagaye kuvugana numuhanga, birashoboka ko uhita uhura nuburyo bumwe bwo gusubiza amajwi (IVR) sisitemu yagusabye gukanda numero kuri terefone yawe cyangwa kuvuga icyifuzo cyawe.Iki nicyo wifuzaga?Urebye amajwi menshi yimikoranire uyumunsi yabitswe kubisabwa bigoye - ibisubizo byinshi bya IVR bitarakorwa neza kuburyo bitunganijwe - birashoboka.

Niba wakoraga umurimo wibanze nko kwishyura fagitire cyangwa gusubiramo ijambo ryibanga wenda abafasha mu buryo bwikora birumvikana, ariko mugihe ikibazo cyawe ari igihe cyoroshye, cyingenzi, kandi / cyangwa bigoye ushaka kuvugana numuhanga.Ahubwo, ujya 'kuzenguruka no kuzenguruka hamwe na IVR kugeza igihe amaherezo uzababazwa cyane utangira gusakuza ngo "ushinzwe kwakira abantu!"cyangwa kanda inshuro zeru.Niba utemerewe gusimbuka IVR, uburambe burakomera.

Ukurikije uko ishyirahamwe ribibona, bashyize mubikorwa igisubizo cyiza, gishya, kigezweho cyibikorwa bigenzura igenzura ryamagambo yose yikoranabuhanga nka gutunganya ururimi karemano (NPL), Artificial Intelligence (AI), na Machine Learning (ML) - kuki abakiriya batishimiye kubyerekeye, ureke kubikoresha?Gushishikarizwa gushora imari ntabwo byari bishingiye kubyo ubucuruzi butekereza ko umukiriya ashaka, ahubwo ni ukubera koubucuruziishaka ko umukiriya ayikoresha kugirango abigerehoyaboibyifuzo byubucuruzi byifuzwa (ni ukuvuga ibiciro biri hasi binyuze mubikorwa bigabanijwe).Wibuke, ubona amahirwe gusa kubitekerezo byambere.Ukurikije uko umukiriya abibona, imvugo ngo "umbeshya rimwe, isoni kuri wewe, umbeshya kabiri, isoni zanjye" biza gukina mugihe ugerageje kubashakira gukoresha iyi mikorere mishya yose.

Mugihe cyashize, birashoboka ko wabwiye abakiriya bawe "nyamuneka umva iyi menu nkuko ibisobanuro byahindutse", umukiriya wawe yumvise ibisobanuro, kandi ntakintu cyahindutse.Noneho iyo bumvise iyi agent nshya ibaza impamvu bahamagaye, birashoboka ko bumva ko arigihe "gotcha".Batinya gusimbuka mu cyuho nta garanti y’icyemezo… kuko wibuke, bahamagaye kuvugana ninzobere, ntabwo bakora ubucuruzi bwubucuruzi.

Mu kurangiza, ibi bizababaza imbaraga zabakiriya kandi biracyasaba ibigo gukoresha abakozi kugirango bafashe - ubungubu hamwe nabakiriya bababaye cyangwa bababaye.

Ugomba gukoresha injeniyeri mbonezamubano, ntabwo ari tekiniki yubuhanga

Bitandukanye nubuhanga bwa tekiniki - ibi bijya hano, bijyayo - injeniyeri mbonezamubano yibanda kubintu bishoboka cyane kubona imikoreshereze y'urubuga.Ibi birasaba ibigo gusesengura amakuru yasaruwe murugendo rwa serivisi rwabakiriya hagamijwe kunguka ubumenyi bufatika bushobora gukoreshwa mugutezimbere no gutezimbere ibikorwa remezo, ntabwo aribisanzwe mubisi byoguhuza abakiriya muri iki gihe: amakuru yasaruwe hamwe nisesengura ryakoreshejwe mugupima imikorere ni yibanze ku kugabanya ibiciro no kurinda abakiriya kure yabakozi bazima, bihenze cyane, kandi byingenzi, ikintu cyibikorwa byabakiriya.Kwiruka hamwe nurugero rwibikorwa byintangarugero, ishyirahamwe rishobora kubona ikintu cyitumanaho cyikigo cyitumanaho niba gishyize umukiriya imbere mukwiga icyabafite agaciro kuri bo.

Tekereza aho guhatira abakiriya kumanuka mu mwobo w’urukwavu rwikora niba igisubizo cya VA cyaramukije umukiriya agira ati: “Muraho, Ndi umufasha usanzwe uturuka mu kigo cya XYZ.Umwanya wawe kumurongo ufite umutekano kandi ufite abantu XX imbere yawe.Hari icyo nagufasha mugihe utegereje umurongo? ”Kuri ubu, wemeye intego yumukiriya wo guhamagara, gushyirwa kumurongo, kandi birashoboka ko bafite ubushake bwo kubigerageza mugihe bagitegereje kuko ntakibazo kibangamira intego zabo, gusa ibihembo.

Kugirango wongere inyungu, kandi wongere uburyo bwo kwikora, niba umukozi wubatswe yubatswe kugirango akusanye amakuru yingirakamaro kubakiriya - kurugero, guhita ubigenzura no kunguka ibisobanuro kubyo basabye cyangwa ikibazo - gishobora guhabwa umukozi kuburyo mugihe umukiriya arahujwe bombi barashobora kubona neza mubucuruzi.Hamwe nubu buryo bukoreshwa tubona automatike itunganijwe muburyo bwo gufasha intego yumukiriya, ntabwo yerekeza mubintu bifite akamaro muri sosiyete.Umukiriya abona ibisubizo byihuse, kandi isosiyete ibona ibyo ishaka nabyo: ibiciro biri hasi, kwihutira guhamagara byihuse, no kongera amanota ya Net Promoteri.Niba ukoresheje injeniyeri mbonezamubano mubushoramari bwawe, gukoresha igisubizo bizanyura hejuru yinzu - byemewe.

Ugomba kurenga inzitizi-kugwa

Niba ugiye guhagarika ishoramari rizahindura ibitekerezo byabakiriya bawe, wizeye ute mukwakira abakiriya?Niba ushora imari muri automatike kandi, kurugero, shyira numero ya terefone yabugenewe kugirango igisubizo kibonerwe kugirango abakiriya babashe guhamagara muburyo bukomeye bwo kwamamaza (“Hamagara umukozi uvuga kuri iyi nimero 24 × 7; ugiye kubikunda!”) Byakoreshwa?Niba utizeye neza ko igisubizo cyikibazo ari yego, ndasaba ko ingamba zishobora kuba zifite amakosa.

Tekinoroji ikomeye ntabwo ikeneye amayeri ya "gotcha".Gukorera mu mucyo no kwizerana ni urufunguzo rwo gutsinda hamwe n'uburambe bushingiye kubakiriya.

Ibaze ubwawe: ibikorwa remezo n'ibipimo byateguwe mubucuruzi bwawe, cyangwa abakiriya bawe?Niba ushyira ibisubizo imbere yabakiriya bawe nkumuvuduko mwinshi, bagiye gutwara hejuru yacyo.

Ibikoresho: Byakuwe kuri enterineti