Iningi lalezi zakhiwo ezinezinsiza ezizinikezele nabasebenzi ziphendula izingcingo ezingenayo, kodwa ezinye zenza izingcingo zokuthengisa eziphumayo.
Izikhungo zokungena ezingenayo nazo ziphethe izingcingo zokuthengisa kodwa futhi zisetshenziselwa ukusiza amakhasimende nokusekelwa kwamakhasimende. Uma uthengi umkhiqizo noma isevisi evela enkampanini enkulu, noma uma udinga usizo ngalowo mkhiqizo, cishe uzobhekana nommeleli wenkonzo yamakhasimende esikhungweni sezingcingo. Lawa ma-agent agxilisayo ama-call center ngokuvamile a "ubuso" benkampani kumakhasimende ayo.
Izinhloso Zokuqapha Isikhungo Sezingcingo
Abaphathi bezinkampani zekholi baqaphe izikhungo zocingo ngokuphathelene nokusebenza kanye nekhwalithi futhi bahlele amamethrikhi wokusebenza omqoka (KPI) . Izinkinga zokusebenza zifaka amamethrikhi njengokuthi ngokushesha umshayeli angakwazi kanjani ukufinyelela isikhungo socingo nokuthi bangashesha kanjani ukufinyelela i-ejenti, ukuthi ukukhishwa kwabo kungaxazululwa kanjani ngokushesha futhi ucingo luvaliwe, nokuthi bangalinda isikhathi esingakanani ukubamba ngesikhathi socingo. Lezi zimethrikhi zivame ukulinganiswa uhlelo lwefoni lwe-Automatic Call Distributor (ACD) futhi zixoxwa kwenye indawo.
Izinkinga zekhwalithi ezibiza abaphathi bezindawo zibeka amamethrikhi we-KPI ukuze afaka i-ejenti ukwethembeka nokukwazi ukulandela izinqubo. Lezi zivame ukulinganiswa nezinhlelo zokuqapha izinga eliphezulu lamakholi futhi lezi zichazwe ngokuningiliziwe ngezansi.
Ukuqapha kwekhwalithi yesikhungo socingo
Iningi lokuqapha kwekhwalithi yesikhungo socingo lwenziwa ngabantu kunokuba isofthiwe.
Isofthiwe yokuqashelwa kwenkulumo iyathuthuka kodwa ingakafinyelelanga iphuzu lapho ikhethwa ngaphezu kwezihloli zabantu.
Ezinye izinkampani zakha izikhungo zazo zokufaka ucingo ngaphandle kokufaka uhlelo lokuqapha izinga. Lokhu kuyimbono emfushane. Ulwazi oluthathwa yi-metrics lwenqubo yokuqapha isikhungo sezingcingo lubalulekile ekusebenzeni okungabizi kahle kwesikhungo socingo kanye nokuthunjwa kwempendulo yamakhasimende abalulekile ekwenzeni, ukusebenza, kanye nensizakalo.
Izinketho Zokuqapha Quality
Inkampani kufanele inqume ukuthi ingabe iqapha ukusebenza kwekhwalithi yabameleli babo bezingcingo basebenzisa abasebenzi babo noma baqasha inkampani yangaphandle ukwenza ukuqapha. Ngisho nalapho inkampani inomnyango wezobuchwepheshe wangaphakathi ukufaka abaphathi beqembu esikhungweni sekholi kungcono ukuqasha inkampani yangaphandle ukuqapha ikhwalithi. Lokhu kuqapha kwangaphandle kunikeza idatha eyengeziwe ukuthi abaphathi bethimba abanalo isikhathi sokukhiqiza.
I-firm yangaphandle eyenza ukuhlolwa kwekhwalithi yesikhungo sakho socingo kukhethwa ngoba inkampani yangaphandle ibhekwa njengenhloso eyengeziwe, inguchwepheshe, inikezela abasebenzi ukuthi bathathe izilinganiso eziphawulekayo ngokusheshayo, futhi baletha umbono weqembu lesithathu.
- Inhloso - uma ukuqapha kwenziwa ngeqembu langaphakathi lekhwalithi noma umholi weqembu, abamele isikhungo sezingcingo bayazibuza ukuthi ngabe amaphuzu ayithola kulelo lungu lenkampani angase ahlelwe yizinye ukuxhumana ngaphakathi kwenkampani. Bakhathazeka, isibonelo, ukuthi isilondolozi sekhwalithi singabanika amamaki aphansi ngenxa yokungavumelani ababenayo ekamelweni lesidlo sakusasa ngesonto eledlule. Noma ukuthi umphathi wabo unezintandokazi ukuthi ubanikeza amamaki aphezulu. Lapho ukuqapha nokubanjwa kwenziwa ngabangaphandle abangaziwa, ayikho enye yalezi zinkinga ezithinta izibalo.
- Ngokushesha - lapho abaphathi bephethe ukuqapha izingcingo abasebenzi babo abazithathayo, ngokuvamile baqapha njengambalwa amakholi amabili noma amathathu ngenyanga. I-firm firm yokuqapha kwekhwalithi yangaphandle ikwazi ukuhlangabezana nezivumelwano ezingeni lezevisi (SLA) eziqapha izingcingo ezine kuya kweziyisishiyagalombili isisebenzi ngasinye ngesonto ngalinye. Lokhu kukhiqiza imetrikhi enembile ngokusheshisa.
- I-Perspective - inkampani yangaphandle ngokuvamile ingahlinzeka ngokuqondisisa ngezinkinga eziyinhloko nezinkinga ukuthi ukuhlolwa kwekhwalithi kubonisa ukuthi iqembu lekhwalithi langaphakathi alikwazi ukubona ngoba lisondelene kakhulu nezinkinga.
Inqubo Yokuqapha Quality
- Thuthukisa "i-scorecard" ezosetshenziselwa ukukala amamethrikhi afanelekayo , njengamakhasimende okuhlonipha. Qinisekisa ukuthi uthole ukuvela kubo bonke abathintekayo, kuhlanganise nabasebenzi abazosingatha izingcingo.
- Lalela izingcingo. Ngokuvamile izingcingo zirekhodwa uma kunomahluko wobuciko emagoli noma ukuqinisa amaphuzu okuqeqesha. Umqapha wekhwalithi ungalalela amakholi aphile, njengoba kwenzeka, noma alalele kamuva izingcingo eziqoshiwe. Owokuqala uyathandwa.
- Qaphumela ucingo olusekelwe ku-scorecard elakhiwe ekuqaleni kwenhlelo. Lezi ziqephu zenziwa zitholakale kubaphathi bezinkampani ukubona ukuthi zihlangabezana nezinhloso zabo (KPI) futhi zingathatha isinyathelo esifanele.
- Ukuhlaziywa kwedatha kwezikolo kubatshela ukuthi baqhuba kanjani kahle, kwenzekani kahle, futhi kuphi ukuqeqeshwa okwengeziwe okudingekayo. Kungabuye kugcizelele ukuthi yiziphi izinguquko okumelwe zenziwe ezikripthi ithimba lokuthengisa elilandelayo noma izinqubo ezisebenzisana neqembu lesevisi. Ukwenziwe kahle, inikeza ulwazi oluhle kakhulu kwi "Voice of the Customer" okubaluleke kakhulu ohlelweni lwenkampani yokwaneliseka kwamakhasimende .
- Khetha isampula yamakholi ongawasebenzisa ukuze ulinganise amagoli wakho. Wonke umuntu ohilelekile emakhonweni udinga ukuhlola ngezikhathi zonke ucingo olufanayo futhi uqhathanise izikolo ukuze uqinisekise ukuthi amagoli aqinisiwe.
Ngaphansi
Ngokuqapha inombolo ephawulekayo yezingcingo, ukuwafaka ngokumelene nekhasi elilinganisiwe, nokuhlinzeka lawo datha kuwo wonke umuntu ohilelekile, inkampani ingakwazi ukwandisa inani le-call center kanye nabasebenzi beziko lokushaya ucingo.