“自動外呼系統”(Automatic outbound call system)是指(zhi)通(tong)過(guo)電(dian)(dian)腦自動(dong)(dong)往外撥打用戶(hu)電(dian)(dian)話(hua),將錄制好的(de)語音(yin)(yin)通(tong)過(guo)電(dian)(dian)腦播放給(gei)用戶(hu),所(suo)以也叫“自動(dong)(dong)語音(yin)(yin)系統”,它是基(ji)于(yu)CTI技術的(de)現(xian)代客戶(hu)服務中心系統不可(ke)或缺的(de)一(yi)個(ge)組(zu)成(cheng)部分。
安(an)(an)徽(hui)(hui),簡稱“皖(wan)”,省會合肥,位于中(zhong)(zhong)(zhong)(zhong)國大(da)陸東(dong)部,地(di)跨長江(jiang)(jiang)(jiang)、淮(huai)河(he)南(nan)北,東(dong)鄰江(jiang)(jiang)(jiang)蘇、浙(zhe)江(jiang)(jiang)(jiang),西連湖北、河(he)南(nan)、南(nan)毗江(jiang)(jiang)(jiang)西,北與(yu)山(shan)東(dong)接壤,地(di)形地(di)貌由(you)淮(huai)北平原、江(jiang)(jiang)(jiang)淮(huai)丘(qiu)陵、皖(wan)南(nan)山(shan)區組成。安(an)(an)徽(hui)(hui)是(shi)(shi)中(zhong)(zhong)(zhong)(zhong)國史(shi)前文(wen)明的(de)重(zhong)要(yao)發祥地(di),擁(yong)有(you)(you)(you)淮(huai)河(he)文(wen)化(hua)(hua)、廬州文(wen)化(hua)(hua)、皖(wan)江(jiang)(jiang)(jiang)文(wen)化(hua)(hua)、徽(hui)(hui)文(wen)化(hua)(hua)四大(da)文(wen)化(hua)(hua)圈。安(an)(an)徽(hui)(hui)自(zi)古重(zhong)視科學(xue)研(yan)究,是(shi)(shi)國家技術創(chuang)新(xin)工(gong)(gong)程(cheng)試點省、綜合性(xing)國家科學(xue)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)、產(chan)業(ye)創(chuang)新(xin)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)。安(an)(an)徽(hui)(hui)與(yu)江(jiang)(jiang)(jiang)蘇、上(shang)海、浙(zhe)江(jiang)(jiang)(jiang)共同構成的(de)長江(jiang)(jiang)(jiang)三角洲城(cheng)市群(qun)(qun)已(yi)成為國際6大(da)世(shi)界級城(cheng)市群(qun)(qun)之一(yi)(yi)(yi)。2014年,獲得(de)中(zhong)(zhong)(zhong)(zhong)國最幸(xing)福的(de)省份榮譽,被列入中(zhong)(zhong)(zhong)(zhong)國首個新(xin)型城(cheng)鎮(zhen)化(hua)(hua)試點省份。2015年,安(an)(an)徽(hui)(hui)省正式(shi)邁入中(zhong)(zhong)(zhong)(zhong)等(deng)偏(pian)上(shang)收入的(de)快速(su)發展階段。那么,安(an)(an)徽(hui)(hui)有(you)(you)(you)沒有(you)(you)(you)公司是(shi)(shi)做自(zi)動(dong)(dong)(dong)(dong)(dong)外(wai)呼(hu)(hu)系(xi)(xi)(xi)統(tong)(tong)的(de)呢?安(an)(an)徽(hui)(hui)有(you)(you)(you)沒有(you)(you)(you)自(zi)動(dong)(dong)(dong)(dong)(dong)外(wai)呼(hu)(hu)系(xi)(xi)(xi)統(tong)(tong)的(de)軟(ruan)件(jian)供應商呢?一(yi)(yi)(yi)套自(zi)動(dong)(dong)(dong)(dong)(dong)外(wai)呼(hu)(hu)系(xi)(xi)(xi)統(tong)(tong)要(yao)多少錢呢?其(qi)實,自(zi)動(dong)(dong)(dong)(dong)(dong)外(wai)呼(hu)(hu)系(xi)(xi)(xi)統(tong)(tong)屬(shu)于呼(hu)(hu)叫(jiao)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)系(xi)(xi)(xi)統(tong)(tong)的(de)一(yi)(yi)(yi)種(zhong),作為安(an)(an)徽(hui)(hui)地(di)區呼(hu)(hu)叫(jiao)中(zhong)(zhong)(zhong)(zhong)心(xin)(xin)龍頭企業(ye)的(de)樂(le)科技術就(jiu)有(you)(you)(you)這種(zhong)自(zi)動(dong)(dong)(dong)(dong)(dong)外(wai)呼(hu)(hu)系(xi)(xi)(xi)統(tong)(tong)。自(zi)動(dong)(dong)(dong)(dong)(dong)外(wai)呼(hu)(hu)是(shi)(shi)相對人(ren)工(gong)(gong)外(wai)呼(hu)(hu)而言,將傳(chuan)統(tong)(tong)的(de)人(ren)工(gong)(gong)撥(bo)號(hao)改為系(xi)(xi)(xi)統(tong)(tong)自(zi)動(dong)(dong)(dong)(dong)(dong)撥(bo)號(hao)。外(wai)呼(hu)(hu)系(xi)(xi)(xi)統(tong)(tong)呼(hu)(hu)出(chu)有(you)(you)(you)三種(zhong)類型:預覽(lan)型、預測型和預約型。
預覽型撥號
系統首(shou)先接(jie)通座席的電話(hua)(hua)然(ran)后再撥客(ke)戶號碼。等待接(jie)通過程之后,話(hua)(hua)務員或者可以和客(ke)戶通話(hua)(hua),或者因為占線、無人應答、空號、線路故障等原因而放(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(yu)測撥出使用(yong)(yong)復雜的(de)數(shu)(shu)學(xue)算法(fa)考慮多(duo)種(zhong)因(yin)素,如(ru)可用(yong)(yong)的(de)電(dian)話線(xian)路(lu)數(shu)(shu)、可用(yong)(yong)接線(xian)員數(shu)(shu)、無法(fa)接通期望座席的(de)概率等。預(yu)測撥出發出的(de)呼叫往往比(bi)話務員處理的(de)要多(duo),它為話務員節省了大(da)量查號(hao)、撥號(hao)、等待震鈴的(de)時間,從而(er)大(da)大(da)提(ti)高(gao)效(xiao)率。
預約型撥號
要求客(ke)戶一定(ding)程度的參與。通(tong)過(guo)企(qi)業主頁、電話等周邊手(shou)段、人(ren)工座席方式、客(ke)戶自定(ding)義所需的服務以及(ji)送(song)達的通(tong)訊手(shou)段。系統根據客(ke)戶的預(yu)約請求,發送(song)客(ke)戶所需信(xin)息,實現(xian)服務。
樂科技術作為安徽地區知名呼叫中心公司,為(wei)安徽企業提供了全(quan)面的(de)電(dian)(dian)話呼(hu)(hu)叫中心系統(tong)(tong)解(jie)(jie)決方(fang)案,其(qi)happicall企業電(dian)(dian)話營(ying)銷(xiao)型呼(hu)(hu)叫中心系統(tong)(tong)——自(zi)動(dong)外呼(hu)(hu)系統(tong)(tong),解(jie)(jie)決了傳統(tong)(tong)電(dian)(dian)話營(ying)銷(xiao)效(xiao)率低和人(ren)工撥(bo)號的(de)缺(que)點(dian),采用自(zi)動(dong)篩選掉(diao)空號、錯號、忙音。有(you)(you)效(xiao)電(dian)(dian)話接通后轉給人(ren)工坐(zuo)席,節省出(chu)了大部分的(de)時間(jian)來和有(you)(you)效(xiao)客(ke)戶溝通,可以(yi)(yi)給電(dian)(dian)話銷(xiao)售的(de)效(xiao)率提升30%-50%。安徽樂科技(ji)術(shu)提供的(de)自(zi)動(dong)外呼(hu)(hu)系統(tong)(tong)有(you)(you)以(yi)(yi)下優勢:
1.提高服務質量:
通過電腦自動服(fu)務(wu)與人工服(fu)務(wu)相結合的方式,為用戶提(ti)(ti)供標準、統一(yi)、全面的服(fu)務(wu),并將所有客戶自動建立(li)完善(shan)檔案,自動提(ti)(ti)醒等功能,提(ti)(ti)高了(le)(le)企(qi)業(ye)的客戶服(fu)務(wu)質量,提(ti)(ti)升(sheng)了(le)(le)企(qi)業(ye)形象。
2.提高工作效率:
采(cai)用(yong)系統自(zi)動呼叫分配(pei)的多種(zhong)策略,改變(bian)以往人工(gong)直接呼叫用(yong)戶(hu)的弊端,并通過(guo)記錄管(guan)(guan)理(li)(li)人員(yuan)呼叫過(guo)程,加強企業管(guan)(guan)理(li)(li),提高工(gong)作效率。
3.提高銷售效率:
通(tong)過系統的預撥(bo)號(hao)的功(gong)能,自動識別出(chu)空(kong)號(hao)、錯號(hao)、忙音和關(guan)機等狀(zhuang)況,電(dian)話接通(tong)后(hou)方轉人工(gong)坐席,提高銷(xiao)售效率(lv)達30%-50%。
4.提高資源利用率:
系統采用多(duo)種方式的策略加以(yi)資源優(you)化,通(tong)過(guo)整合多(duo)個服務平臺,更加高效合理的電(dian)話(hua)資源以(yi)及公司人(ren)員(yuan),快速(su)、準確、高效地(di)實現信息的保存、傳遞、集成和共(gong)享,這(zhe)樣不僅可(ke)更好地(di)服務客戶,還(huan)可(ke)以(yi)實現人(ren)力調配的優(you)化,解放更多(duo)的人(ren)力。
5.節省人力成本:
通過IVR的使(shi)用(yong),將大量(liang)的重(zhong)復(fu)性和標(biao)準化的服務盡量(liang)采用(yong)自動語(yu)音進行(xing)處理,例如查詢、咨詢等(deng)工作(zuo),節(jie)省(sheng)30%-80%的人(ren)力成本。
6.提供決策依據:
通過系統提(ti)供的(de)日/周/月(yue)/年等(deng)統計(ji)分析(xi)報表數據,為(wei)企業(ye)領導的(de)產(chan)品、業(ye)務調(diao)整(zheng)等(deng)決(jue)策(ce)提(ti)供強有力的(de)幫助。
安徽地區自動外呼系統建設服務范圍包括且不限于以下地市:
合肥市(shi)(shi)、蕪湖市(shi)(shi)、淮南市(shi)(shi)、馬(ma)鞍(an)山市(shi)(shi)、滁州市(shi)(shi)、淮北(bei)市(shi)(shi)、銅陵市(shi)(shi)、安慶市(shi)(shi)、黃山市(shi)(shi)、阜陽(yang)市(shi)(shi)、蚌埠(bu)市(shi)(shi)、宿州市(shi)(shi)、六安市(shi)(shi)、亳州市(shi)(shi)、池州市(shi)(shi)、宣城市(shi)(shi)
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