呼叫中心分為呼入型(客服型)呼叫中心和呼出型(營銷型)呼叫中心。呼入型呼叫中心也就是客服呼叫中心,專門讓用(yong)(yong)戶(hu)打進(jin)電(dian)(dian)話(hua),坐席接聽電(dian)(dian)話(hua)解(jie)答用(yong)(yong)戶(hu)的(de)問(wen)題的(de)。呼出(chu)型(xing)呼叫(jiao)中心主(zhu)要是打出(chu)電(dian)(dian)話(hua)用(yong)(yong)的(de),也就是營銷型(xing)呼叫(jiao)中心,一(yi)般的(de)營銷部做電(dian)(dian)話(hua)銷售用(yong)(yong)的(de)。
長沙客服呼叫中心發展水平怎么樣呢?據記者了解:最近幾年,隨著人們對呼叫中心越來越了解,長沙地區的企業也越來越重視客服呼叫中心的作用了,很多企業開始使用呼叫中心系統來提高客戶服務水平和工作效率。長沙客服呼叫中心系統可(ke)以簡(jian)單的(de)(de)(de)描述一下流程(cheng):企業對外只宣布(bu)一個客(ke)(ke)(ke)(ke)服電(dian)話(一般大企業是(shi)(shi)400電(dian)話),用(yong)戶(hu)(hu)(hu)打進電(dian)話時(shi),客(ke)(ke)(ke)(ke)服的(de)(de)(de)電(dian)腦會自動(dong)彈(dan)出該客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)的(de)(de)(de)資料(liao),客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)是(shi)(shi)誰(shui)、買了什(shen)么(me)(me)產品、遇到了什(shen)么(me)(me)問題(ti)、打進過(guo)幾(ji)次(ci)(ci)電(dian)話、每次(ci)(ci)的(de)(de)(de)問題(ti)是(shi)(shi)什(shen)么(me)(me)、是(shi)(shi)怎么(me)(me)處理的(de)(de)(de)......這些客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)信息一目了然(ran)。大家想(xiang)一想(xiang),如(ru)果您(nin)是(shi)(shi)客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu),一打進電(dian)話,客(ke)(ke)(ke)(ke)服就把(ba)您(nin)當老朋友一樣,知道(dao)您(nin)的(de)(de)(de)姓名(ming)、知道(dao)您(nin)什(shen)么(me)(me)時(shi)候(hou)打過(guo)電(dian)話、也知道(dao)您(nin)遇到了什(shen)么(me)(me)問題(ti),是(shi)(shi)不(bu)是(shi)(shi)很親(qin)切,甚至有賓至如(ru)歸的(de)(de)(de)感(gan)覺呢(ni)?
因此,長沙的很多公司都開始采用客服呼叫中心,特別是那些大、中型的科技型企業,幾乎都建有自己的客服熱線系統。長沙客(ke)(ke)(ke)服電話(hua)呼叫中心(xin)(xin)能(neng)(neng)(neng)(neng)夠(gou)讓企(qi)業大幅提高(gao)效率、服務質量(liang)、管(guan)(guan)(guan)理(li)水(shui)平,更重要(yao)的(de)是提高(gao)用戶(hu)體驗,真(zhen)正做到以(yi)客(ke)(ke)(ke)戶(hu)為中心(xin)(xin)。一般客(ke)(ke)(ke)服呼叫中心(xin)(xin)有以(yi)下功(gong)(gong)能(neng)(neng)(neng)(neng):IVR自動語音導航(hang)、ACD智能(neng)(neng)(neng)(neng)話(hua)務排隊、SCP來電彈屏功(gong)(gong)能(neng)(neng)(neng)(neng)、REC電話(hua)錄音管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、CRM客(ke)(ke)(ke)戶(hu)關系管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、WOM工單管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、 KLB知(zhi)識庫(ku)管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、CDR報(bao)表管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、SYM系統管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、CTM智能(neng)(neng)(neng)(neng)監控功(gong)(gong)能(neng)(neng)(neng)(neng)、ANG座(zuo)席(xi)管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、自動傳真(zhen)功(gong)(gong)能(neng)(neng)(neng)(neng)、智能(neng)(neng)(neng)(neng)值班管(guan)(guan)(guan)理(li)功(gong)(gong) 能(neng)(neng)(neng)(neng)、多方電話(hua)會議功(gong)(gong)能(neng)(neng)(neng)(neng)、語音留(liu)言功(gong)(gong)能(neng)(neng)(neng)(neng)、文本轉換語音功(gong)(gong)能(neng)(neng)(neng)(neng)、 短信(xin)平臺功(gong)(gong)能(neng)(neng)(neng)(neng)、 微信(xin)平臺功(gong)(gong)能(neng)(neng)(neng)(neng)、郵件平臺功(gong)(gong)能(neng)(neng)(neng)(neng)、即時通(tong)訊功(gong)(gong)能(neng)(neng)(neng)(neng)、節假日管(guan)(guan)(guan)理(li)功(gong)(gong) 能(neng)(neng)(neng)(neng)、黑白(bai)名單管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)、呼損管(guan)(guan)(guan)理(li)功(gong)(gong)能(neng)(neng)(neng)(neng)等。
樂科技術是(shi)長(chang)沙呼(hu)叫(jiao)中心系統建設優秀供應(ying)商(shang),在呼(hu)叫(jiao)中心系統領(ling)域(yu)積累了豐富的(de)經驗,特別是(shi)在長(chang)沙客(ke)服電話系統領(ling)域(yu)做過大(da)量的(de)案(an)例,市場占有率高(gao)達70%左右。如果(guo)您有呼(hu)叫(jiao)中心的(de)任何問(wen)題,可以聯系他們(men) 。
長沙地區呼叫中心建設服務范圍包括且不限于以下地市:
長沙(sha)市(shi)(shi)(shi)(shi) 郴州市(shi)(shi)(shi)(shi) 婁底市(shi)(shi)(shi)(shi) 衡陽(yang)市(shi)(shi)(shi)(shi) 株洲市(shi)(shi)(shi)(shi) 湘潭市(shi)(shi)(shi)(shi) 岳陽(yang)市(shi)(shi)(shi)(shi) 常德市(shi)(shi)(shi)(shi) 邵陽(yang)市(shi)(shi)(shi)(shi) 益(yi)陽(yang)市(shi)(shi)(shi)(shi) 永州市(shi)(shi)(shi)(shi) 張(zhang)家界(jie) 懷化市(shi)(shi)(shi)(shi)
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