提升呼叫中心突发话务应对能力
作者：admin 来源：本站 发布时间：2018-06-01 16:31:10
1、济南呼叫中心系统重要信息告知提醒策略
1, Ji'nan call center system important information notification reminder strategy
（1）策略内容：将引起突发话务故障的原因，录制成IVR语音，上挂10086主流程。通过系统设置，实现特定客户群体拨打10086进入“指定语音流程”。
(1) strategy content: cause the cause of sudden traffic failure, record it into IVR voice and hang it to the 10086 main process. Through system setup, a specific group of customers is called 10086 to enter the designated voice process.
（2）预期成效：能有效减少“信息不对称”，让客户知道“问题出在哪儿”，减少客户“盲目重复拨打”。
(2) expected results: it can effectively reduce "information asymmetry", so that customers can know where the problem is and reduce customers' "blindly repeat calls".
（3）注意事项：针对特定目标群体的语音引导，要准确提取目标号码、精炼制作语音内容，做到“点射”，而非“扫射”。
(3) attention: in view of the speech guidance of a specific target group, the target number should be extracted accurately, the content of the speech is refined, and "shot", not "fire".
2、热键话务分流引导策略
2, hot key traffic diversion guide strategy
（1）策略内容：针对引起突发话务的原因，详细了解客户咨询的热点，将“答案”预先录制成IVR语音，上挂10086语音2号键，引导客户自助查询。
(1) strategy content: in view of the cause of the sudden traffic, a detailed understanding of the hot spot of customer consultation is made in detail. The "answer" is recorded in advance as IVR voice, and it is hung up to 10086 voice 2 to guide customer self-service inquiry.
（2）预期成效：能有效突出近期热点咨询业务点，正向引导客户自助服务，减少人工话务依赖。
(2) expected results: it can effectively highlight the key business hotspots in the near future, and guide customer self-service to reduce manual traffic dependence.
（3）注意事项：引导的自助语音内容非常重要，要通过来电原因、客户投诉、数据分析和录音监听等方式，精确把握“客户咨询热点”，有效提炼“答案”，以IVR播报+短信下发方式开展。
(3) attention: the content of the guided self-help voice is very important. It is necessary to accurately grasp the "hot spot of customer consultation" through the causes of caller calls, customer complaints, data analysis and recording and monitoring, to effectively extract "the best answer", and to carry out the IVR broadcast + short message.
客户的满意就是对我们的肯定，欢迎您前来选购我公司的产品，我们一直以为您提供产品为己任并一直坚持这样做。欢迎您的光临。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
1, Ji'nan call center system important information notification reminder strategy
（1）策略内容：将引起突发话务故障的原因，录制成IVR语音，上挂10086主流程。通过系统设置，实现特定客户群体拨打10086进入“指定语音流程”。
(1) strategy content: cause the cause of sudden traffic failure, record it into IVR voice and hang it to the 10086 main process. Through system setup, a specific group of customers is called 10086 to enter the designated voice process.
（2）预期成效：能有效减少“信息不对称”，让客户知道“问题出在哪儿”，减少客户“盲目重复拨打”。
(2) expected results: it can effectively reduce "information asymmetry", so that customers can know where the problem is and reduce customers' "blindly repeat calls".
（3）注意事项：针对特定目标群体的语音引导，要准确提取目标号码、精炼制作语音内容，做到“点射”，而非“扫射”。
(3) attention: in view of the speech guidance of a specific target group, the target number should be extracted accurately, the content of the speech is refined, and "shot", not "fire".
2、热键话务分流引导策略
2, hot key traffic diversion guide strategy
（1）策略内容：针对引起突发话务的原因，详细了解客户咨询的热点，将“答案”预先录制成IVR语音，上挂10086语音2号键，引导客户自助查询。
(1) strategy content: in view of the cause of the sudden traffic, a detailed understanding of the hot spot of customer consultation is made in detail. The "answer" is recorded in advance as IVR voice, and it is hung up to 10086 voice 2 to guide customer self-service inquiry.
（2）预期成效：能有效突出近期热点咨询业务点，正向引导客户自助服务，减少人工话务依赖。
(2) expected results: it can effectively highlight the key business hotspots in the near future, and guide customer self-service to reduce manual traffic dependence.
（3）注意事项：引导的自助语音内容非常重要，要通过来电原因、客户投诉、数据分析和录音监听等方式，精确把握“客户咨询热点”，有效提炼“答案”，以IVR播报+短信下发方式开展。
(3) attention: the content of the guided self-help voice is very important. It is necessary to accurately grasp the "hot spot of customer consultation" through the causes of caller calls, customer complaints, data analysis and recording and monitoring, to effectively extract "the best answer", and to carry out the IVR broadcast + short message.
客户的满意就是对我们的肯定，欢迎您前来选购我公司的产品，我们一直以为您提供产品为己任并一直坚持这样做。欢迎您的光临。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
