TNG CNG TY TRUYN THNG A PHNG TIN VTC

CNG TY VIN THNG S

CALL CENTER

H ni, 04/2011

MC LC
1.

GII THIU....................................................................................................................2
1.1. Tm quan trng.........................................................................................................2
1.2. Call Center (CC), vai tr v c tnh.........................................................................2
2.1.1. Trung tm dch v Khch Hng.........................................................................2
2.1.2. i din ca doanh nghip.................................................................................3
2.1.3. Call Center: Knh thu thp v cung cp thng tin hiu qu.............................3
2.1.4. Call Center: B phn Kinh Doanh.....................................................................4
1.3. Mt s v d trin khai thnh cng m hnh Call Center ti Vit Nam....................4
1.4. Nhu cu v h thng Call Center ca Vit Nam........................................................4
2. TH MNH CA VTC TRONG LNH VC VIN THNG V TRUYN HNH. . .6
3. M HNH HOT NG CA CALL CENTER...........................................................7
4. GII PHP......................................................................................................................8
4.1. Cc thnh phn h thng...........................................................................................8
4.2. Nng lc ca h thng...............................................................................................9
4.3. c tnh ca h thng................................................................................................9
4.4. Chc nng phn mm trong h thng CC.................................................................9
4.4.1. Core VoIP soft-switch:.......................................................................................9
4.4.2. Operation Administration Managerment Software:...........................................9
4.4.3. Client software:..................................................................................................9
4.5. Cc tnh nng ca h thng CC.................................................................................9
4.6. Bo hnh v o to khai thc.................................................................................12
5. YU CU PHM MM C TH CA CALLCENTER CA NGN HNG......12
5.1
. Cc tnh nng Callcenter c bn...............................................................................12
5.2
. Tnh nng c th......................................................................................................13
5.2.1. Dnh cho iu hnh ca.........................................................................................14
5.2.2. Dnh cho qun l.................................................................................................15
5.2.3. Dnh cho Agent...................................................................................................17

Confidential

1/22

CNG TY VIN THNG S

1. GII THIU
1.1. Tm quan trng
Trong giai on cnh tranh khc lit hin nay, tm quan trng, s nh hng ca
khch hng i vi thnh cng ca doanh nghip c nh gi ng mc. Cc
dch v lin quan n vic tr gip, chm sc, gii p thc mc cho khch hng s
nh hng trc tip i vi kt qu kinh doanh ca doanh nghip. V pha khch
hng, yu cu v cht lng dch v cng ngy cng cao hn ch khng n thun
ch l gi c cnh tranh.
Vi tiu ch kinh doanh t Khch Hng l trung tm i vi doanh nghip; cc
trung tm chm sc, phc v khch hng ra i, vi yu cu, mc tiu t ra u tp
trung vo vic tng s tho mn cc yu cu ca khch hng. Mt khi khch hng
hi lng vi cht lng ca sn phm dch v ca doanh nghip, chc chn gi tr
cng nh Doanh Thu ca doanh nghip ngy cng tng trng bn vng.
Nn tng ca mt trung tm chm sc, phc v khch hng l mt i ng nhn
vin chuyn nghip v mt h tng thng tin vng mnh, h thng my mc phc v
cc cng vic mt cch hiu qu. H tng thng tin ny c xy dng da trn m
hnh Call Center.
Call Center cung cp cho nhn vin nhng thng tin khch hng c ch, ng
thi nhng cng c lm vic cn thit s nng cao kh nng phc v khch hng,
cng c mi quan h gia khch hng vi doanh nghip, v nh vy s nng cao
lng trung thnh ca khch hng. R rng, vic trang b CC cho doanh nghip c
sn phm n ngi tiu dng, d mc nh, cng l iu ht sc cn thit.
1.2. Call Center (CC), vai tr v c tnh
1.2.1. Trung tm dch v Khch Hng
Cc yu cu ca Khch Hng trc y thng c gii quyt theo tng b
phn ph trch khc nhau theo tng loi sn phm dch v khc nhau. Kt qu l c
rt nhiu pht sinh i km nh khch hng khng th n mt ni gii quyt
nhiu yu cu, cc b phn khng th m trch cng vic cho nhau, khch hng
phi ch i lu khi c cng nhiu yu cu n cng mt b phn,
Vic CC ra i s gip khch hng hi lng hn rt nhiu m cng vic t chc,
qun l cng tr nn hiu qu. Khch hng ch cn mt a ch cho tt c cc yu
cu, ch mun lin lc theo cch mnh thch, m thng tin c c lun nhanh
chng, thng nht.

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CNG TY VIN THNG S

Cc giao dch vin c th phc v cho nhiu dch v khc nhau, mi dch v c
nhiu giao dch vin khc nhau vi nhiu cp u tin khc nhau. Doanh nghip
gi y s dng ngun lc mt cch hiu qu i i vi vic ci tin cht lng ca
dch v khch hng.
1.2.2. i din ca doanh nghip
CC l b mt ca doanh nghip i vi khch hng. L ni m khch hng c
th tin tng, nh gi, so snh v cht lng sn phm dch v ca doanh nghip
mt cch trc tip hay gin tip. Mt CC tt c th gip doanh nghip thu ht thm
nhiu s quan tm ca khch hng, t khch hng vo ng v tr ca ngi c
phc v mt cch chu o nht.
Vic khng c hoc tn ti mt CC khng tt nh vic gii quyt cc yu cu
ca khch hng khng tt, cung co thng tin cho khch hng khng thng nht,
chm chp, khng theo s thch ca khch hng hay n gin ch vi thi khng
kim sot c ca giao dch vin l cch nhanh nht y khch hng ra i.
Xy dng mt CC tt cng chnh l vic xy dng chin lc pht trin lu di,
bn vng cho doanh nghip.
1.2.3. Call Center: Knh thu thp v cung cp thng tin hiu qu.
Vic tip xc vi khc hng trc tip hay gin tip thng qua cc phng tin
lin lc khc nhau do khch hng la chn t CC vo mt vai tr rt quan trng:
Trung tm thu thp thng tin khch hng.
Vic thu thp thng tin khch hng c thc hin vi rt nhiu phng tin h
tr khc nhau. Cc thng tin c chnh xc gn nh tuyt i v cc sn phm
dch v khch hng ang hoc s s dng, ang quan tm; v cc loi sn phm dch
v ph hp vi tng i tng khch hng, tng khu vc a l, v ho; v xu
hng tiu dng ca khch hng v mt hoc nhiu loi sn phm, dch v no ,

Vi cc thng tin thu thp t CC, doanh nghip c th s dng lm c s cho

vic nh gi s hi lng ca khch hng, nh hng sn phm dch v trong tng
lai, cho tng i tng khch hng khc nhau, tng khu vc a l khc nhau
1.2.4. Call Center: B phn Kinh Doanh
Vi vic c y thng tin v khch hng, sn phm dch v khch hng quan
tm, xu hng thng mi in t, phng tin thng tin hin i cc thng tin v
sn phm dch v do chnh doanh nghip cung cp, CC s tr thnh mt b phn
kinh doanh hiu qu cao nht.

Confidential

3/22

CNG TY VIN THNG S

i i vi vic gii p cc yu cu ca khch hng, CC cn tin hnh song

song cc chin dch nh tele-sales, tele-marketing, cc chin dch chm sc khch
hng, nhm tng cng vic bn hng vi khch hng hin ti, gia tng lng
khch hng trung thnh, thu ht thm nhiu khch hng mi.
Vi trung tm dch v khch hng, doanh nghip s nng cao kh nng kinh
doanh hu qu, cung cp sn phm dch v st vi nhu cu ca tng i tng
khch hng cng nh qun l cc quan h khch hng mt cch cht ch, ngay c
khi khch hng s dng nhiu knh lin lc khc nhau.
Trung tm dch v khch hng cn l ni gip phn loi khch hng a ra
cc chin lc ph hp nht v dch v khch hng, v chin lc kinh doanh cng
nh nng cao thng tin doanh nghip khch hng n vi doanh nghip t c
s hi lng ti a v cht lng phc v.
1.3. Mt s v d trin khai thnh cng m hnh Call Center ti Vit Nam
Trn th trng Vit Nam hin nay cc m hnh Call Center cha c p dng
rng ri. Cc n v hot ng thnh cng thng gn lin vi cc cng ty vin
thng nh: tng i 1080, tng i chm sc khch hng ca VMS Mobifone,
Vinaphone.
Hin nay cc t chc x hi c h thng Call Center tng i t v hot ng
cha p ng ht c nhu cu ca ngi dn.
Cc h thng Call Center hin nay ang hot ng vi nhiu quy m khc nhau,
c th ch c 20 bn, c th 50 bn v hin nay ln mnh nht l Tng i 1080 vi
khong 200 bn. Thng cc Tng i h tr hot ng 24/24, 7/7, 365/365, p
nhng nhu cu ca khch hng mi lc c th.
1.4. Nhu cu v h thng Call Center ca Vit Nam
Hin nay mi ch c cc doanh nghip ln ch trng n vn ny, cc doanh
nghip nh khng c iu kin thc hin hoc h ch lm quy m va v nh.
Nhng nhu cu th th hin r s thit yu ca Call Center.
Nhu cu v Call Center hin nay Vit Nam l rt ln v cc n v, t chc bt
u quan tm thc s n vn chm sc khch hng. Cc c quan cng quyn
ang c gng xy dng nhng knh thng tin giao tip hai chiu a ngi dn
tip cn vi cc dch v x hi gn hn na. Lut php khng cn qu xa vi i vi
ngi dn, gim thiu s lng ngi vi phm v thiu hiu bit.
Nhu cu v Call Center hin nay l rt ln, thm ch trong thi gian khng xa
Tng i vin c th tr thnh mt ngh tng i c a chung i vi cc bn

Confidential

4/22

CNG TY VIN THNG S

tr. Hn na xy dng m hnh Call Center khng th tch ri s pht trin ca nn

kinh t x hi, ca cc c quan cng quyn, cng nh khi doanh nghip.

Confidential

5/22

CNG TY VIN THNG S

2. TH MNH CA VTC TRONG LNH VC VIN THNG V

TRUYN HNH
VTC l doanh nghip trc thuc B Thng tin v Truyn thng c cp php
hot ng a lnh vc nh: truyn hnh, bo in t, bo giy, cung cp dch v vin
thng, cung cp dch v gi tr gia tng SMS, game,... Bn cnh c s h tng mng
truyn hnh s ph sng c nc hon thin, thi gian qua VTC tp trung u
t xy dng v pht trin mng vin thng quc gia s dng cng ngh mng th h
mi (NGN), thit lp mng truyn dn quang ng trc Bc Nam dung lng 10
Gbit/s, cung cp a dch v vi nhiu tin ch cho ngi s dng. Dch v vin
thng ca VTC phc v cc khch hng ln nh Ngn hng Techcombank,
Vietcombank, B Nng Nghip v Pht trin Nng thn,...
Mt trong nhng dch v nhiu li th cnh tranh ca VTC l dch v chm
sc khch hng theo m hnh Call Center. VTC c nhiu kinh nghim trong vic t
chc v cung cp dch v chm sc khch hng bao gm t vn gii php, cung cp
h thng thit b, ngun nhn lc chuyn nghip (in thoi vin, gim st, qun l).
VTC Care l mt trong nhng trung tm chm sc khch hng ln ca VTC phc v
chm sc khch hng ca VTC, vi hn 100 bn in thoi hng ngy phc v hng
nghn cuc gi vi nhu cu gii p khc nhau. Ngoi ra, VTC cung cp gii
php v thit b cho Cng ty TNHH Phm Nguyn, n v lm dch v chm sc
khch hng cho Vinaphone. Hin nay, VTC ang thc hin d n xy dng Trung
tm chm sc khch hng cho Ngn hng u t v Pht trin (BIDV).
VTC cng l n v hng u trong lnh vc truyn thng. VTC cung cp nhiu
knh truyn thng qung b n vi mi i tng. Mng li truyn hnh s phc
v trn 10 triu ngi xem trn c nc, cc trang tin in t v dch v truyn hnh
trn mng c th p ng yu cu ca hng triu i tng trong v ngoi nc.
Ngoi ra, mt trong nhng th mnh ca VTC l i ng nhn vin tr c
o to bi bn, nng ng, sng to, lm ch cng ngh v dch v, cung cch phc
v chuyn nghip s em cho khch hng dch v vi cht lng tt nht.

Confidential

6/22

CNG TY VIN THNG S

3. M HNH HOT NG CA CALL CENTER

M hnh Call Center

M hnh hot ng trn c gii thch nh sau:
-

H thng tip nhn cc yu cu t in thoi ca khch hng.

Cc yu cu ny s c a qua h thng tr li t ng phc v cc yu

cu n gin v phn loi khch hng.

Sau khi cc yu cu qua h thng tr li t ng s c phn phi n cc Giao

dch vin nu nh cc yu cu ca Khch Hng vn cha c gii quyt, lc
cc Giao dch vin s truy cp vo h thng thng tin ca ngn hng, da vo
cc thng tin t ng ca h thng s gii quyt cc yu cu mt cch chuyn
nghip nht, chnh xc nht v nhanh chng nht.

Bn cnh , h thng tip nhn cc yu cu t web, t my ch email v sms

qua dch v Web v chuyn vo h thng phn tch ni dung, sau khi ni dung c
phn tch s chuyn yu cu n ng Giao dch vin ph hp nht x l.

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7/22

CNG TY VIN THNG S

4. GII PHP
Chng ti a ra cu hnh chi tit cho mt h thng Call Center chuyn nghip
c kh nng cung cp ti 100 in thoi vin nh sau.

Kt ni gia h thng CC vi mi trng bn ngoi c th theo mt trong phng

n:
4.1. Cc thnh phn h thng
-

CallManager Server: thc hin chc nng iu khin ca ton h thng CC, bao
gm: IVR, ACD, ...

Cc thit b cho in thoi vin: IP Phone, Soft Phone, Phn mm h tr khai

thc, tai nghe chuyn dng MT 17.

Gateway FXS: c s dng khi in thoi vin s dng in thoi truyn

thng.

Cc thit b cho gim st: IP Phone, Phn mm qun l,...

Mng LAN kt ni h thng my tnh vi cc thit b CC.

4.2. Nng lc ca h thng

-

Phc v ti 96 agents

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CNG TY VIN THNG S

100.000 calls/24h

4.3. c tnh ca h thng

-

D trin khai lp t

D s dng

D bo tr

D dng nng cp, m rng dung lng h thng khi c nhu cu

Tnh nng y

Bo co thng k a dng

4.4. Chc nng phn mm trong h thng CC

4.4.1. Core VoIP soft-switch:
Tng i chuyn mch mm chy trn nn IP, chuyn mch mm cc cuc gi,
nh tuyn cuc gi, kt ni cuc gi t bn ngoi qua nn IP. Cuc gi t bn ngoi
c th l cc cuc gi IP, cuc gi t mng in thoi truyn thng (POTS) qua cc
ng CO, hoc ng s E1/T1.
4.4.2. Operation Administration Managerment Software:
Phn mm cho php vn hnh, theo di, khai thc h thng, kit xut bo co, lu
tr.
4.4.3. Client software:
Cng c h tr support khch hng trn PC, cho php tr li cuc gi, chat gia
cc agent.
4.5. Cc tnh nng ca h thng CC
H thng Call Center hot ng trn h tng mng IP, m bo kh nng h tr
a phng tin: thoi, tng tc web, online chat
H iu hnh d dng t Windows 2000 tr ln hoc Linux, c mm do cao,
c y cc cng c cho nh qun tr mng.
H tr cc chc nng Call Center o.
H tr cc chc nng c bn:
-

Chuyn tip cuc gi (chuyn tip cc cuc gi vo tng i v my di ng

hoc c nh trong nc v quc t ca nhn vin chm sc khch hng, nhn
vin chm sc khch hng khng cn phi c mt lin tc ti Trung tm).

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9/22

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Dch v chn cuc gi: chn nhng s gi c mc ch xu vo tng i

Cc dch v khc nh trt my t ng, trt my c iu khin

PC ca in thoi vin, gim st vin, IVR server, qun tr cu hnh, qun tr

server trao i thng tin vi nhau v truy nhp c s d liu thng qua mng
LAN.
-

Cung cp gii php tr li khch hng t ng cho khch hng, vn hnh v

qun l callflow ca nh khai thc theo yu cu ca qu doanh nghip

Cho php thay i callflow v cc cu thng bo nng, khng lm dng hot

ng ca h thng.

nh tuyn: mm do, linh hot v cho php nh tuyn lin mng theo yu cu.

Giao din ha cho tt c cc ng dng.

C kh nng hin cc cuc gi ch v cc nhm dch v ch trn mn hnh, m

t cc tnh nng trn giao din thc ca h thng.

C kh nng cho khch hng la chn ngn ng s dng.

Mn hnh pop-up.

H tr gii php tnh cc a ra cc file CDR trn cc level, branch, message.

H tr bo co IVR: cho tt c level, branch, message. Ngoi ra, cho php bo

co thng tin y cc trung k, in thoi vin, nhn v x l cuc gi, gi ra,
x l email, web.

H thng d phng nng m bo lin lc lin tc (c chuyn mch ln IVR).

Cho php backup cu hnh h thng, cu trc d liu khi phc khi cn thit.

c trin khai cho mt cng ty vin thng/di ng.

H thng gim st cuc gi:

-

S h thng v cu hnh cc thit b ca h thng c nh gi l kh thi.

Cng ngh ghi m k thut s.

Thit b lu tr lu di cc giao dch (ni dungcuc gi, cc th in t, ni

dung cuc gi ra, tng tc web ) m bo t nht lu hnh 6 thng.

Cho php gim st v logon mt ln theo username v mt khu khai bo trong

h thng ACD/ IVR.

Cho php nghe x k cc cuc gi mi thu hoc c lu tr trong h thng.

Tm kim, tra cu d liu cuc gi v cc thng tin cn thit.

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CNG TY VIN THNG S

Cho php duy tr mt hoc nhiu mn hnh theo di trc tuyn, t xa cc d liu
ca trung tm tr li khch hng.

H thng cc cng c h tr khai thc, qun l v o to:

-

Cc gii php v cng c phn cng v phn mm h tr vic khai thc, qun
l vic cung cp dch v p ng yu cu ca bn mi thu v vic o to nhn
vin hiu qu nht.

Cho php gim st, theo di ton b hot ng ca h thng k thut tp trung t
xa (thng s h thng, cu hnh, tnh trng hot ng online, hin trng vn hnh
khai thc ca Call center, kt xut ton b cc bo co).

Cho php qu doanh nghip c quyn truy xut theo giao din Web hoc
phng thc server-client n tt c cc thng tin, d liu v sn xut bo co
trong h thng ca nh cung cp dch v t a im lm vic ca bn mi thu
(H Ni) n h thng ca nh cung cp (online v offline).

H thng cho php sn xut cc Logfile, gi cc Logfile theo lch cho bn mi

thu.

Cng c m bo an ton, an ninh h thng, backup:

-

m bo an ton, an ninh h thng ACD/IVR, h thng gim st, h thng cc

cng c, h tr khai thc, qun l v cc h thng k thut khc lin quan n
hot ng cung cp dch v ca doanh nghip.

Cho php doanh nghip tip nhn ton b d liu th cha x l ca h thng
(CDR file t ACD/IVR, d liu gim st cuc gi, backup).

Cho php backup v khi phc cc loi d liu ca h thng theo yu cu ca

qu doanh nghip.

Cc tnh nng khc: Gii php c tnh m, cho php ci t cc tnh nng nng
cao nh:
-

Tng tc vi h thng CRM

Tng tc vi Web, mail Server, SMS,

4.6. Bo hnh v o to khai thc

-

VTS bo hnh min ph h thng, thit b cung cp cho CC trong 1 nm (k t

ngy bn giao h thng).

VTS cung cp y tnh nng h thng CC nh trong Ph lc 2. Khi yu cu

cc tnh nng khc, ngoi tnh nng trong Ph lc 2, khch hng s phi tr ph.

Confidential

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CNG TY VIN THNG S

VTS cung cp min ph kho hun luyn khai thc s dng tnh nng ca h
thng CC (kho hc 3 ngy).

VTS bo dng h thng, thit b theo nh k (quy nh ring ca VTS) trong

nm u tin. Cc nm tip theo, khch hng c yu cu bo dng h thng
CC, VTS s tnh ph bo dng cho mi ln thc hin.

5. YU CU PHM MM C TH CA CALLCENTER CA NGN

HNG

5.1

. Cc tnh nng Callcenter c bn

Bao gm cc tnh nng ACD v IVR
STT
1

M t

Kt lun chung

Module qun l CSDL tra cu cho Agent

- T chc CDSL c index truy cp, tm
kim nhanh cho in thoi vin: phn thnh
cy ch , ni dung
- Xy dng d liu ni dung a dng bao gm:
text, pdf, MS word, file m thanh dng wav
- Cung cp cc cng c tm kim nhanh theo:
ni dung, ch , ngy to, ngi to
- Xy dng quy trnh cp nht d liu cho th
vin: Agent -> Th th -> Qun tr
Module h tr nhanh browser tra cu cho
Agent
- a web browser vo trong phn mm lm
vic chung ca Agent
- T chc menu truy cp nhanh danh sch cc
link h tr Agent chuyn nhanh gia cc
phn

- Ch thch hp vi cc d
liu mng tnh cht ni
ti ca VinaTAD h
tr Agent tra cu c
nhanh
- Cc d liu pha VMS
cn ly tc thi qua web

Module ghi m
- Ghi m ton b cc cuc gi trn h thng.
Lu tr ra cng.
- Ghi m 2 chiu cuc gi c lp, c th nghe
li tng chiu hoc c hai.
- Ghi m thoi cht lng tt nht (11kHz,
8bit, mono).

- C th cho php chuyn

nhanh gia cc ca s
lm vic
- Khng cn ghi trung
gian (cache) cc d liu
t VMS v thay i
nhanh v dung lng
qu ln
- Cn ghi nhn thao tc
ca Agent ang thc
hin trn Browser, gn
vi thng tin cuc gi
qun l v sau
- p ng c yu cu
ca VinaTAD. Nu HT
cn lu tr ti 6 thng
th dung lng cng
cn khong 3 Terabytes.

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12/22

CNG TY VIN THNG S

5.2

Cc module bo co
- Cc bo co phc v i sot
o Bo co tng hp cc dch v theo thi
gian.
o Bo co chi tit cc dch v theo thi gian.
- Bo co cho in thoi vin
o Bo co s pht, s cuc tr li theo Agent.
o Bo co tng hp cc cuc rt/nh/thnh
cng.
o Bo co cc thao tc x l ca in thoi
vin (nht my, chuyn my, nh my sau
2 chung, kha/m my).
o Tn sut v t trng tr li cuc gi
o Nghe ghi m cc cuc gi
- Bo co trnh trng s dng dch v
o Tn sut v t trng truy cp cc dch v
o Tn sut v t trng truy cp cc nt dch
v
. Tnh nng c th

- Cha y .
- Thiu nhiu bo co,
mn hnh hin th cho
Ngi qun tr, gim st
agent.
- Cn nhiu giao din
dng biu , trc quan.

Sau khi lm vic chi tit vi t K thut v nhm Gim st iu hnh, 2 bn thng
nht cn b sung cc tnh nng sau phc v ch yu cho cng tc gim st v iu
hnh h thng:
5.2.1. Dnh cho iu hnh ca
Theo di online vic tip nhn cuc goi ca Agent. C cnh bo v mu khi
tip nhn cuc gi qu khong thi gian cho php. Khong thi gian ny so
Admin t nh ngha da vo giao din ring
Nghe Online 3 bn gm in thoi vin Khch hng - Trng ca can
thip, h tr

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13/22

CNG TY VIN THNG S

 Theo di ca trc ca trng ca

o Hin th cc thng tin:
Tn ca TV
ID ca TV
t vo ca TV
i tng m TV ang phc v (KH s dng DV g MC, 4U,
MG, MP, MQ)
Thi gian/cuc gi ang phc v (3 pht bo vng, 5 pht bo
cho tt c cc trng thi)
Trng thi ang phc v ( ang tr li, ang hold, ang div, ang
kt ni ni b, ang nghe cuc gi chuyn my, ang hold my KH
v nhn cuc gi ni b, ang treo my.)
o Hng ch ca KH cc DV khc nhau. (MC bao nhiu.), Tng hng
ch.
Bo co theo DV: MC, 4U vo bao nhiu
Tt c cc bo co yu cu phi xut ra Excel
5.2.2. Dnh cho qun l
Chc nng kim sot, iu phi hng ch h thng dnh cho Admin c xc
lp da trn mc u tin. Trong mc u tin t cao n thp nh sau:
o Theo nhm Agent:
Class A
Class B
Class C
Class D
Class E
Class ca trng ca
o Ngu nhin: khng u tin
Bo co cc ca Agent, tt c Agent theo khong thi gian
Bo co cc ca Trng ca theo khong thi gian
Thit t thng s cuc gi dnh cho Admin: Admin t nh ngha cc thng
s sau
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CNG TY VIN THNG S

o Phn chia cuc gi

Ngn
Trung bnh
Di
o Thi gian chung
o Thi gian ngh gia 2 cuc gi
Biu lu lng cuc gi ca tng i theo thi gian(Nm-thng-Ngygi) tnh cho cc i tng
o Lu lng ca lung vo Agent
o Lu lng ca lung vo IVR (tr li t ng)
o Lu lng ca c h thng
Trn biu 2 chiu gm: Thi gian v s cuc gi
Ghi ch r cc thng s lu lng cuc gi ti cc mc thi gian

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CNG TY VIN THNG S

 Phn phi dung lng cho Agent trn th vin (CSDL tra cu cho Agent)

Ghi m v nghe li ghi m

o Nghe trc tip trn Server
o Download v my c nhn lu vo cc thit b lu tr ngoi
o Nghe bng module phn mm tch hp trn phn mm OAM khng ph
thuc my c ci chng trnh nghe nhc hay khng, thi gian nghe l ti
u nht
o Tiu ch tm kim:
Tm tt c
khong thi gian
M Agent
S ch gi
S b gi
Bn Agent
Kt hp cc tiu ch trn
o Vic cu hnh ghi m theo:
Ghi m ton b
Khong thi gian
Theo Agent
o Thi gian lu file ghi m ti thiu 6 thng
Qun l Agent
o Nhp Agent mi
o Sa, xo Agent
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CNG TY VIN THNG S

o Phn chia Class (nhm Agent)

Vic phn chia cc Agent thc hin 1 thng 1 ln theo cc tiu ch sau:
im kin thc: Cng ty t chm
t l % phc v: Ready
Nng xut: S cuc /ca

Ghi nhn hnh ng ca Agent

o Thng tin tra cu trn Web
o Thng tin tra cu trn th vin
o Vic Login, LogOut vo h thng:
o Vic Ready/ NotReady vo h thng
o Vic chuyn thoi(Incomming)

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CNG TY VIN THNG S

5.2.3. Dnh cho Agent

Chc nng kim sot, iu phi hng ch c nhn dnh cho Agent. Hin hng
ch, Tng s trong hng ch
Ca s trn mn hnh my tnh dnh cho TV:
o Bo trng thi bn in thoi ca TV
o Bo c bao nhiu hng ch
o S my ca KH
o Dch v m KH ang s dng
o GDV ktra c lch s cuc trc KH gi ln hi DV g.

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CNG TY VIN THNG S


Bng theo di thi gian phc v (bng ny c cp nht online, c public
cho ton TV v i ng qun l iu hnh ..).Trong bng phi c t nht cc
thng tin sau:
o Tn TV.
o ID.
o S cuc tr li
o S cuc ngn
o S cuc rt
o Thi gian chung: Alerting (nh ngha trc, khi chung c ht
thi gian ny th cuc gi t ng c ni vi Agent)
o Thi gian m thoi :Servicing
o Thi gian ngh gia hai cuc gi: Clerical(c nh ngha trc. nu
hng ch cn cuc ang ch th khi Agent tip nhn xong cuc thoi
trc, ngay lp tc sau khong thi gian Clerical chung ca Agent ny
li reo)
o Handing=Servicing+Clerical
o Thi gian login vo h thng.: l tng thi gian ng nhp vo h thng
o Thi gian Ko phc v (Notready).: Tng thi gian Agent trng thi cha
sn sng(c vic ring khng th tip nhn cuc gi Agent cn chuyn
sang trng thi ny my khng chung)
o Thi gian phc v (ready).Tng thi gian chung reo, tip nhn cuc gi
va thi gian ri sn sng ch cuc gi
o T l % Ready=ReadyTime*100/LoggedIn
o Incomming. Not Servicing: s cuc chuyn thoi
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CNG TY VIN THNG S

Agent Performance by Interval

No

2
3

Agent
SurName
VQuach
Thi Thu
Ha -1254
V-Tran
Thi
Nhung1293
V- Tran
Thi Hoa1429
VNguyen
Thu
Hue1253

Calls

Average Time

Duration

Incom.Non

Answered

ShortCalls

Rejected

Alerting

Servicing

Clerical

Handing

LoggedIn

ReadyTime

NotRdyTime

Ready

Srv

num

num

Num

mm:ss

mm:ss

mm:ss

mm:ss

hh:mm

hh:mm

hh:mm

num.calls

3654

756

0:01

1:11

0:03

1:14

169:51:00

150:07:00

19:43

88.38

21

4036

251

34

0:01

1:57

0:03

2:01

189:38:00

164:44:00

24:54:00

86.86

24

3922

332

20

0:01

1:44

0:03

1:47

219:24:00

199:22:00

20:02

90.87

3759

312

0:01

1:53

0:03

1:56

218:01:00

198:38:00

19:22

91.12

24

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CNG TY VIN THNG S