I-Call Center KPI
Kuningi le-KPI ukuthi isikhungo socingo singakwazi ukuphatha. Okubekwe ngezansi kungenye yezinto ezivamile, ngezincazelo ezimfushane.
Kunezincazelo eziningi ezengeziwe. Amagama amaningi ebhizinisi achazwe kwiGlossaire yokuPhatha kweBhizinisi .
- Isikhathi sokuphendula: Kuthatha isikhathi esingakanani ukuba i-ejenti ukuphendula ucingo olungenayo?
- Isilinganiso sokulahlekelwa: Yimaphi amaphesenti amakholi alahlekile ngaphambi kokuthi aphendulwe?
- Isikhathi sokuphatha ucingo: Kusithatha isikhathi esingakanani i-ejenti ukuqedela ucingo?
- Isixazululo sokuqala socingo: Yimaphi amaphesenti amakholi angaxazululwa ngocingo olulodwa?
- Isilinganiso sokudlulisa: Yiziphi amaphesenti amakholi okumele adluliselwe komunye umuntu ukuqedela?
- Isikhathi esingenzi lutho: Isikhathi esingakanani ummeli esichitha ngemuva kokuphothula ucingo ukuqedela ibhizinisi kusuka kulolo kholi?
- Bamba Isikhathi: I -agent igcina isikhathi esingakanani umshayeli ucingo ngesikhathi sokushaya ucingo?
I-Call Centre Agent KPI
Ngaphezu kwamamethrikhi angenhla, angalungiswa ngokunembile ngamasekhoni efoni ye-Automatic Call Distributor (ACD), izikhungo eziningi zezingcingo zisebenzisa izinhlelo ze-Quality Monitoring ukukala ukusebenza kwe-agent ngokumelene namamethrikhi angenanjongo njengalezi ezilandelayo.
- I-Etiquette yefoni: Umshayeli noma umlingisi wendlela yokuziphatha kwe-agent noma ucingo kanjani?
- Ukwaziswa Nezobuchwepheshe: Umshayeli noma izinga lokubukela ulwazi lommeli lomkhiqizo noma inkonzo olunikezwayo noma izinqubo okumele zilandelwe ukuxazulula inkinga yocingo?
- Ukuhambisana Nezinqubo: Umbonisi wenzani kahle ukuthi ummeli wenzani ngokulandela iskripthi uma kukhona, noma enye inqubo echazwe yinkampani yokusingatha izingcingo kanye nabafonini?
Izincazelo ze-Call Center KPI
- Isikhathi sokuphendula: Lesi yisilinganiso, ngokuvamile esiboniswa ngemizuzwana, isikhathi esivela lapho ikholi yamukelwa ize iphendulwe yi-ejenti. Kuyisilinganiso sokusebenza kwesikhungo sezingcingo esikhundleni sokusebenza kwe-agent. Kodwa-ke, kuxhomeke kuma-agent e-call centre ayatholakala ukuze aphendule izingcingo uma ehlelelwe ukwenza kanjalo. Le methrikhi isondelene kakhulu ne-Abandon Rate.
- Isilinganiso sokulahlekelwa: Lesi yisilinganiso, esiboniswe njengephesenti, yenani labafonisi abaqhaqhayo, noma baxhunyiwe, ngaphambi kokuba bafike kummeli ophendula ikholi yabo. Lesi yisilinganiso sokusebenza kwesikhungo sezingcingo kunokusebenza kwe-agent. Noma kunjalo, ihlobene neSikhathi sokuPhatha kocingo.
- Isikhathi sokuphatha ucingo: Lesi yisilinganiso, ngokuvamile esiboniswa ngemizuzwana, isikhathi lapho i-ejenti isekucingweni nomuntu oshaya ucingo. Leli xesha lokuphatha ucingo lizohluka kusuka kukholi kuya kocingo kuye ngokuthi imvelo nobunzima benkinga yomshayeli. Ngenxa yalokho, isikhathi sokuphatha ucingo se-ejenti kunoma iyiphi ikholi eyodwa akuyona imetric emihle. Kubalulekile ukulinganisa isikhathi sokuphatha ucingo phezu kwamakholi amaningi ukuze uthole ukuhlolwa okunembile kokusebenza kwe-ejenti. Isikhathi sokuphatha ucingo sisilinganiso semetrikhi yesikhungo socingo njengamanye kanye namathimba ngabanye ngaphakathi kwesikhungo socingo.
- Isixazululo sokuqala se-Call (FCR): Lesi yisilinganiso, esiboniswe njengephesenti, yenani lamakholi axazululwa phakathi naleso kholi futhi ayidingi ukuba ikhasimende libuyele noma i-ejenti ukwenza ikholi ephumayo kumuntu oshaya ucingo Ulwazi Olwengeziwe. Lokhu ngokungaqondile ukulinganisa ukusebenza kwe-agent. I-agent engcono iyona ephakeme yi-FCR yawo, kodwa akuyona isilinganiso esiqondile ngoba isinqumo socingo singadinga isenzo somuntu ngaphandle kwe-agent, njengomphathi noma omunye umnyango. I-FCR inzima ukulinganisa ngokunembile futhi kufanele ihlolwe ngokucophelela.
- Isilinganiso sokudlulisa: Ngaphezu kokuxazulula kokuqala kocingo, ezinye izikhungo zezingcingo nazo zilinganisa izinga lokudlulisa. Lesi yisilinganiso, esiboniswe njengephesenti, yenani lamakholi okumele i-ejenti idlulisele komunye umuntu ukuqedela. Lokhu kungase kube kumphathi noma komunye umnyango. Isizathu sokudluliselwa singase sibe iphutha le-ejenti, isicelo somuntu oshaya ucingo, noma indlela yokungahambi kahle kwekholi engenayo.
- Isikhathi esingenzi lutho: Lesi yisilinganiso, ngokuvamile esiboniswa ngemizuzwana, ngesikhathi i-ejenti isebenzisa ukuqedela ukusebenza ucingo ngemuva kokuba umshayeli ucindezelwe. Isibonelo, kungase kube isikhathi esithatha i-ejenti ukufaka izinto eziceliwe zibe imvilophu bese uyithumela kumuntu oshaya ucingo. Ezinye izikhungo zocingo zidinga ama-agent ukubhekana nezinkinga ezinjalo ngenkathi oshaya ucingo elinda efonini. Lokhu kuzoholela ekunciphiseni kwesikhathi esincane esingenzi lutho, kodwa isikhathi esiphezulu sokuphatha ucingo.
- Bamba Isikhathi: Lesi yisilinganiso, ngokuvamile esiboniswa ngemizuzwana, isikhathi lapho i-ejenti igcina umshayi ucingo ngesikhathi sokushaya ucingo. Kungase kube yisikhathi esidingekayo ukubheka okuthile noma ukukhuluma nomunye umuntu ukuthola impendulo kwenkinga yocingo. Izikhungo eziningi zokufonela zibuye zichaze ubude besikhathi eside ocingayo angagcinwa ngaphandle kokuba i-ejenti ihlolwe emuva nomuntu oshaya ucingo.
- I-Etiquette yefoni: Lesi yisilinganiso, esiboniswe njengephesenti, yekhwalithi ye-etiquette ye-agent ngesikhathi socingo. Ngokuvamile kunezici eziningana, ngezinye izikhathi ezilinganiselwe, ezihlolwe yi-monitor yesilawuli esilalele ucingo. Izici eziningi ezihloliwe, amaphuzu e-agent ephakeme. Lokhu kufaka phakathi izinto ezifana nokuthi "wabingelela ngekhasimende ngegama," "wakhuluma ngezwi elicacile, elizolile," nangokuthi "ukukhishwa komfaki okuphindaphindiwe ukuqinisekisa ukuqonda".
- Ulwazi kanye nobuchwepheshe: Lokhu kuyilinganiso, okukhulunywa njengephesenti, yekhwalithi yolwazi lommeli ngesikhathi socingo. Lokhu kungaba ulwazi lomkhiqizo esikhungweni sekholi yokuthengisa noma ulwazi lwenqubo kwesikhungo sezingcingo zamakhasimende.
- Ukuhambisana Nezinqubo: Lokhu kuyilinganiso, okuvezwe njengephesenti, ukuthi i-agent ilandele kanjani izinqubo zenkampani ngesikhathi sokushaya ucingo. Esikhungweni sekholi yokuthengisa, kungenzeka kube neskripthi i-ejenti okudingeka ilandele. Ezinye izinqubo zisho ukuthi ungabingelela kanjani oshaya ucingo, ukuthi ungaqeda kanjani ucingo, uma udlulisela ucingo, ukuthi ungaphendula kanjani ukucasula abafonisi, njll.