“自動外呼系統”(Automatic outbound call system)是指通過(guo)電(dian)(dian)腦(nao)(nao)自動往外撥打用(yong)戶(hu)(hu)電(dian)(dian)話,將錄(lu)制(zhi)好的(de)語音通過(guo)電(dian)(dian)腦(nao)(nao)播放給用(yong)戶(hu)(hu),所以(yi)也叫“自動語音系(xi)統(tong)”,它(ta)是基于CTI技術的(de)現代客(ke)戶(hu)(hu)服務(wu)中心系(xi)統(tong)不(bu)可(ke)或缺的(de)一個組成(cheng)部分。
鄭(zheng)州(zhou),河(he)(he)(he)南(nan)(nan)省(sheng)(sheng)省(sheng)(sheng)會,國(guo)(guo)家(jia)歷(li)史(shi)文化名城,中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)國(guo)(guo)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)部(bu)地(di)(di)區(qu)重要(yao)的(de)(de)(de)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)心城市,國(guo)(guo)家(jia)重要(yao)的(de)(de)(de)綜合交(jiao)(jiao)通(tong)樞紐,中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)原經濟區(qu)核心城市,地(di)(di)處(chu)華(hua)北平原南(nan)(nan)部(bu)、黃河(he)(he)(he)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)下游,居(ju)河(he)(he)(he)南(nan)(nan)省(sheng)(sheng)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)部(bu)偏北,東接開封,西(xi)依洛陽,北臨黃河(he)(he)(he)與新(xin)鄉、焦作相望,南(nan)(nan)部(bu)與許昌、平頂山接壤,鄭(zheng)州(zhou)市版(ban)圖總面積7446平方公(gong)里(li),總人口956.9萬人。鄭(zheng)州(zhou)市地(di)(di)處(chu)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)原腹地(di)(di),是(shi)(shi)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)國(guo)(guo)公(gong)路(lu)、鐵路(lu)、航空(kong)、通(tong)信兼具的(de)(de)(de)綜合性(xing)交(jiao)(jiao)通(tong)樞紐,是(shi)(shi)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)國(guo)(guo)普(pu)通(tong)鐵路(lu)和高速鐵路(lu)網中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)的(de)(de)(de)“雙十字(zi)”中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)心,京廣、隴海兩大鐵路(lu)干線(xian)在該市交(jiao)(jiao)匯,擁有(you)(you)亞洲最大的(de)(de)(de)列車(che)編(bian)組站(zhan)和中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)國(guo)(guo)最大的(de)(de)(de)零擔貨(huo)物(wu)轉運站(zhan)。鄭(zheng)州(zhou)也是(shi)(shi)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)國(guo)(guo)重要(yao)的(de)(de)(de)商(shang)品(pin)(pin)集散中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)心地(di)(di)之一(yi)(yi),鄭(zheng)州(zhou)商(shang)品(pin)(pin)交(jiao)(jiao)易所是(shi)(shi)經國(guo)(guo)務院批準確定(ding)的(de)(de)(de)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)國(guo)(guo)第一(yi)(yi)家(jia)期貨(huo)市場(chang)。鄭(zheng)州(zhou)是(shi)(shi)華(hua)夏(xia)文明的(de)(de)(de)重要(yao)發(fa)祥地(di)(di)之一(yi)(yi),為(wei)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)華(hua)人文始祖軒轅黃帝的(de)(de)(de)故里(li),歷(li)史(shi)上曾(ceng)五次為(wei)都、八代為(wei)州(zhou),是(shi)(shi)“中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)國(guo)(guo)八大古都”之一(yi)(yi),全(quan)市有(you)(you)世界文化遺(yi)產2處(chu),國(guo)(guo)家(jia)級重點文物(wu)保(bao)護單位70多處(chu)。那么,鄭(zheng)州(zhou)有(you)(you)沒有(you)(you)公(gong)司是(shi)(shi)做(zuo)自(zi)(zi)(zi)(zi)動(dong)外(wai)(wai)呼(hu)系(xi)(xi)統(tong)(tong)的(de)(de)(de)呢?鄭(zheng)州(zhou)有(you)(you)沒有(you)(you)自(zi)(zi)(zi)(zi)動(dong)外(wai)(wai)呼(hu)系(xi)(xi)統(tong)(tong)的(de)(de)(de)軟件供應商(shang)呢?一(yi)(yi)套自(zi)(zi)(zi)(zi)動(dong)外(wai)(wai)呼(hu)系(xi)(xi)統(tong)(tong)要(yao)多少錢呢?其實,自(zi)(zi)(zi)(zi)動(dong)外(wai)(wai)呼(hu)系(xi)(xi)統(tong)(tong)屬于呼(hu)叫(jiao)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)心系(xi)(xi)統(tong)(tong)的(de)(de)(de)一(yi)(yi)種,作為(wei)鄭(zheng)州(zhou)地(di)(di)區(qu)呼(hu)叫(jiao)中(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)(zhong)心龍頭(tou)企(qi)業(ye)的(de)(de)(de)樂科技(ji)術就有(you)(you)這種自(zi)(zi)(zi)(zi)動(dong)外(wai)(wai)呼(hu)系(xi)(xi)統(tong)(tong)。自(zi)(zi)(zi)(zi)動(dong)外(wai)(wai)呼(hu)是(shi)(shi)相對人工外(wai)(wai)呼(hu)而言(yan),將傳(chuan)統(tong)(tong)的(de)(de)(de)人工撥(bo)號(hao)改(gai)為(wei)系(xi)(xi)統(tong)(tong)自(zi)(zi)(zi)(zi)動(dong)撥(bo)號(hao)。外(wai)(wai)呼(hu)系(xi)(xi)統(tong)(tong)呼(hu)出有(you)(you)三種類(lei)型(xing)(xing):預(yu)覽型(xing)(xing)、預(yu)測型(xing)(xing)和預(yu)約型(xing)(xing)。
預覽型撥號
系統首先接(jie)通(tong)座席(xi)的電(dian)話然后(hou)再撥客戶(hu)號碼。等(deng)(deng)待接(jie)通(tong)過程(cheng)之后(hou),話務(wu)員或者(zhe)可以和客戶(hu)通(tong)話,或者(zhe)因為占線、無人應答(da)、空號、線路故障等(deng)(deng)原因而放(fang)棄。
預測型撥號
將整個過程自動化,計算機選擇要撥的客戶并開始撥號。所有無效的呼叫:如忙音、無應答、機器接聽都將被跳過,不接通話務員。如果客戶應答,呼叫將迅速轉給一個話務員,如果因為某種原因:忙、無人接,呼叫無法送到話務員。就將號碼放入一個新的聯系名單等待合適的時間再撥。
預測撥(bo)出使(shi)用(yong)復雜的(de)(de)數學算法(fa)考慮(lv)多種因素,如可用(yong)的(de)(de)電話(hua)線路(lu)數、可用(yong)接線員數、無法(fa)接通期望座席的(de)(de)概率(lv)等。預測撥(bo)出發(fa)出的(de)(de)呼叫(jiao)往(wang)往(wang)比話(hua)務員處理(li)的(de)(de)要多,它為(wei)話(hua)務員節省了大(da)量查號、撥(bo)號、等待震(zhen)鈴(ling)的(de)(de)時間,從而大(da)大(da)提高效率(lv)。
預約型撥號
要求客(ke)(ke)戶(hu)一定(ding)程度的(de)(de)(de)參與。通過企業主頁、電話等周邊手(shou)段(duan)、人(ren)工座席方(fang)式、客(ke)(ke)戶(hu)自定(ding)義所(suo)(suo)需(xu)的(de)(de)(de)服務以及送達的(de)(de)(de)通訊(xun)手(shou)段(duan)。系統(tong)根據客(ke)(ke)戶(hu)的(de)(de)(de)預約請求,發送客(ke)(ke)戶(hu)所(suo)(suo)需(xu)信息,實現服務。
樂科技術作為鄭州地區知名呼叫中心公司,為鄭(zheng)州企業(ye)提供(gong)了全面的(de)電(dian)話呼叫(jiao)中(zhong)心(xin)系統解決方案,其happicall企業(ye)電(dian)話營銷(xiao)型呼叫(jiao)中(zhong)心(xin)系統——自動外呼系統,解決了傳(chuan)統電(dian)話營銷(xiao)效(xiao)率低和人(ren)工撥(bo)號的(de)缺(que)點,采用(yong)自動篩選(xuan)掉空號、錯號、忙(mang)音(yin)。有(you)效(xiao)電(dian)話接通后轉給(gei)人(ren)工坐席,節省出了大(da)部分的(de)時間來和有(you)效(xiao)客(ke)戶溝通,可以給(gei)電(dian)話銷(xiao)售的(de)效(xiao)率提升30%-50%。鄭(zheng)州樂科技術提供(gong)的(de)自動外呼系統有(you)以下優勢:
1.提高服務質量:
通過電腦自(zi)(zi)動(dong)服務(wu)(wu)(wu)與人(ren)工服務(wu)(wu)(wu)相結合的方式(shi),為用戶提(ti)供(gong)標準、統(tong)一、全面的服務(wu)(wu)(wu),并(bing)將所有客戶自(zi)(zi)動(dong)建立完善(shan)檔案,自(zi)(zi)動(dong)提(ti)醒等功(gong)能,提(ti)高了企(qi)業(ye)的客戶服務(wu)(wu)(wu)質量,提(ti)升了企(qi)業(ye)形象(xiang)。
2.提高工作效率:
采用(yong)系統自動呼(hu)叫(jiao)分配(pei)的(de)多種策略,改變以(yi)往人工(gong)直接呼(hu)叫(jiao)用(yong)戶的(de)弊(bi)端(duan),并(bing)通過記(ji)錄管理人員呼(hu)叫(jiao)過程,加強企業管理,提高工(gong)作效率。
3.提高銷售效率:
通過(guo)系統的預撥號的功能,自(zi)動識(shi)別出空號、錯號、忙音和關機等(deng)狀況(kuang),電話接通后(hou)方轉人工坐席,提高銷(xiao)售(shou)效率達30%-50%。
4.提高資源利用率:
系統采用(yong)多(duo)種(zhong)方式(shi)的(de)策略加(jia)以資源優化,通過整合多(duo)個服(fu)務平臺,更(geng)加(jia)高效合理(li)的(de)電話資源以及(ji)公司人(ren)員,快(kuai)速、準(zhun)確、高效地(di)實現信息的(de)保存、傳遞、集(ji)成(cheng)和共享,這樣不(bu)僅可更(geng)好地(di)服(fu)務客戶,還可以實現人(ren)力調(diao)配的(de)優化,解放更(geng)多(duo)的(de)人(ren)力。
5.節省人力成本:
通(tong)過IVR的使用,將(jiang)大量的重復(fu)性(xing)和標準化的服務盡量采用自(zi)動語音進行處理,例(li)如(ru)查詢、咨詢等工作(zuo),節省(sheng)30%-80%的人力成本。
6.提供決策依據:
通過系統(tong)提供的日/周/月/年等統(tong)計分(fen)析報表數(shu)據,為企(qi)業(ye)領導的產品、業(ye)務調整等決(jue)策提供強有(you)力的幫助。
7.避免服務糾紛:
所(suo)有的(de)(de)服務(wu)(wu)通(tong)話皆(jie)被錄(lu)音,可以再(zai)與客戶出現糾紛的(de)(de)時候(hou)提供有力的(de)(de)法律依據(ju),也(ye)可以用(yong)于公司對(dui)員工服務(wu)(wu)態(tai)度(du)的(de)(de)考核。
鄭州地區自動外呼系統建設服務范圍包括且不限于以下地市:
鄭州(zhou),開封(feng),洛陽(yang),南(nan)陽(yang),漯河,許昌,三門峽(xia),平頂山,周口(kou),駐馬店,新鄉,鶴壁,焦(jiao)作,濮(pu)陽(yang),安陽(yang),商丘,信陽(yang),濟(ji)源
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