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965432呼叫中心服務新模式 持續提升服務率

  • 時間:2019-02-21   閱讀次數:222次   來自:嚴曉莉    部門:客戶服務中心
  • 書簽和分享
  • 2019年度,是充滿機遇和挑戰的一年。面對服務用戶群數量的繼續增長,涉及到的業務種類增多,尤其是安徽省電子稅務局、防偽稅控開票系統的頻繁升級,這些對呼叫中心的服務質效要求也水漲船高,如何在新形勢下做好服務工作,965432呼叫中心一直在不斷完善。

    首先是“智齒機器人”。中心通過不斷豐富和優化機器人知識庫自助問答匹配性,提高解答成功率,把簡單和重復性問題通過自助服務分流,對解答不成功問題,按日收集,按周更新。

     

    智齒機器人工作界面

    另外,就是“客戶服務群廣播式服務”。具體做法是:中心挑選客戶基數大且服務群用戶數量多的分公司客戶服務群,安排專人入群,針對突發性問題和共性問題及時在群里通知,會適時地做在線技術解答服務。

    “兩種方式都是我們圍繞服務質效的提升作出的工作創新,以此為客戶提供更加多元的服務方式,減少來電數量,降低熱線服務壓力,也一定程度上提升了客戶服務效率。”中心主任金玉表示。

     

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