Talk about how to improve the management of call center human operators

Enterprises to grasp these business opportunities, the need for more effective management of the call center, so that it can provide customers with more accurate, timely and thoughtful service. As we all know, the human operator is the most important call center "productivity" factors, only they can provide customers with creative, personalized service, with excellent service skills of the human operator can bring customers "home" feeling, they have the ability to answer customer inquiries to help customers solve the difficulties he encountered, to seize the opportunity to turn the customer's inquiries into the company's sales opportunities, to provide friendly outbound service, etc. for customers. Provide friendly outbound service, etc., so as to establish a good communication atmosphere, enhance the customer's sense of trust in the enterprise, and ultimately enable the service provider to have a higher quality of service and more loyal customers. Competitors in the same industry, call center service providers have the hardware equipment and backend service system difference is almost no, for example, in a region of the domestic financial services industry, the call center of the five major state-owned commercial banks are used in the switching program, the host computer, IVR, backend business software are provided by a company, the only difference is that their customer service representatives - manual operators. It can be seen that the management of human operator work in the call center will become the key to the success or failure of the call center operation. Early simple call centers only support a single telephone inbound functions, such as inquiries, complaints and other simple functions, the operator's requirements are very low, no need to provide customers with personalized and proactive services, call center management is mainly passive waiting for customers to complain, when the customer complaint occurs, managers want to find the customer and the human operator at the time of the call recording as the "evidence", in order to distinguish who's responsible for the call center management stays at this stage. For call centers whose management stays at this stage, a simple recording system is enough to meet the requirements. However, with the intensification of competition in the industry, the continuous improvement of customer requirements, and the emergence of new businesses, the operator's business skills requirements will be increasingly increased. Operators should not only be able to answer general inquiries for customers, but also need to actively assist customers to better understand the product, tap into the customer's potential demand for information, the customer's consultation into a real sales opportunity, thus expanding the market share of the company's products and services, quickly and accurately solve the difficulties encountered by the customer in the use of products and services, thereby enhancing customer confidence in the service provider, to achieve the retention of old customers, the development of new business opportunities, and to achieve the goal of retaining old customers, the development of new business opportunities. To achieve the purpose of retaining old customers and developing new customers. The above is a simple comparison of two different operator service quality management processes, from which we can see: the call center operation and management equipped with quality management system is more accurate, comprehensive, objective and effective. Second, for higher requirements of the call center quality management system construction program in the face of fierce competition in the market, to attract customers with high-quality service level has become the preferred means of operation and management of many businesses, many call center managers have begun to reconsider: how can we ensure that the artificial operator to provide customers with services both accurate and timely? How can we enhance the trust and confidence of customers in the service provider? How can we understand the human operator's business skills? Shenzhen Youlin Communication Equipment Co., Ltd. aims at the direction of the development of the latest international technology, independent research and development of the "AP Suite call center quality management software", which can be based on a variety of platforms (Windows2000, NT, UNIX, etc.), both independently of the business software system, but also in the case of the customer's requirements and the seamless integration of the business system; not only to be able to achieve a variety of ways to record, playback, query, statistical reports. It can not only realize the basic functions of call center operator management such as recording, playback, query, statistical report, etc., but also provides the most important management tool for large-scale call centers with high-end applications - quality inspection system, which can fully adapt to the operation and management of modern call centers, and ensure that the call center operators can provide their customers with high-level personalized It can be fully adapted to the operation and management of modern call centers to ensure that call center operators can provide high-level personalized services to their customers. (1) System Network Diagram (2) Powerful Quality Inspection Platform ● Comprehensive Skill Evaluation System mainly adopts quantitative scoring method to score the interpersonal skills, language expression ability, professional knowledge, service skills, adaptability skills, call control and sense of responsibility of the human operator, which makes the scoring management more comprehensive, and facilitates the fair and objective evaluation of the human operator's comprehensive quality, and improves the overall corporate image of the service provider. ● Multiple scoring schemes, dynamically adding scores Multiple scoring schemes and dynamic addition of scoring itemsThe system introduces three scoring schemes with different specifications and focuses, so that call centers can choose the best scheme that suits their business development according to their own actual situation; administrators can also dynamically add scoring items according to the company's business characteristics, thus making scoring more targeted. Interface for adding scoring items ● Scoring result query and listening system's scoring result query is divided into two kinds, one is "business record query" and the other is "scoring record query". Moreover, administrators can listen to the queried business and rating records in a targeted manner, from which they can learn about the service quality of operators and customer needs and analyze them in a timely manner, which is very conducive to the further improvement of service providers' products and the trend of market development. Preparation of Training Cases During the quality assessment process, administrators can instantly recognize the best human operators and "record them as typical cases". After that, using the lesson plan making function of AP Suite-Call Center Quality Management Software, the cases of excellent human operators can be edited, cut and made into training cases, so that different training can be given to human operators with different levels of business skills, thus making the training more targeted and reducing the time and cost of training. ● image, intuitive statistical analysis report system can provide users with image, intuitive statistical analysis report (all reports can be converted to EXCEL form), which contains two kinds of report statistics and chart statistics. In order to facilitate the administrator to timely and accurately find out the problems of the call center, the system can also give the "common problems of the call center" and other graphical reports to visualize the operation of the entire call center, which is conducive to the administrator to grasp the operational status of the entire center and make practical management plans. ● Internal communication between human operators and administrators When handling calls, human operators often encounter problems and may ask administrators for help. If the call is constantly on hold and transferred because the problem is not resolved in a timely manner, it can lead to resentment toward the service provider or even the loss of valuable customers. AP Suite - Call Center Quality Management Software" supports human operators to communicate with each other for timely help. At the same time, the administrator can notify all operators of the call queuing status of the entire call center in a timely manner, so that they can handle the incoming calls in a timely manner, reduce the waiting time of customers, and lower the communication costs. Advanced Screen Capture Technology "Screen Capture" is another major feature of Youlin's product functions. After the recording development technology tends to be mature, Youlin has developed its own screen capture technology. At present, the technology has been successfully applied to Lenovo computer call center project, is currently the first commercial operation of the screen capture system. The technology mainly allows the quality control system to record all desktop operations of manual operators, which can be reproduced on the administrator's PC, thus facilitating real-time monitoring by the administrator. At present, pure recording technology can not meet the requirements of multi-service, highly competitive industries such as call center operation and management, administrators have not only to "listen", but also to "see", especially in the industry services, such as: telecommunications, banking, etc., customers are often through the phone to transfer funds, payments and other operations. However, the customer is not their own operation, but through the call center of the artificial operator for them to enter the account, the amount, in this case, it is likely to cause input errors, but also does not rule out that the customer is reported wrong account, for example, the customer's dialect or artificial operator hearing and many other factors may cause the two sides of the communication differences, or even errors, if the artificial operator for the handling of non-customer authorization, will directly lead to the customer's interests are damaged, thus affecting the call center, and the customer's interests are damaged, thus affecting the call center. If the human operator carries out non-customer authorized processing, it will directly lead to the damage of the customer's interests, thus affecting the reputation of the call center and service provision. After the use of screen capture technology, it will be obtained to this a real-time operation of the "process", the administrator can be obtained from the screen to clearly see the information, where the error is, who is wrong, etc. In this way, the separation of the artificial operator and the customer's responsibility to effectively protect the artificial operator and the customer's interests of the two sides.