The customer service center is a "human-intensive" center with many personnel and complicated business. Customer service management has always been a difficult problem faced by enterprises. In order to strengthen management, many enterprises have established customer service quality inspection teams to supervise customer service work through quality inspectors. However, manual sampling inspection like looking for a needle in a haystack has low efficiency, narrow coverage, poor timeliness and lack of objectivity, which is difficult to meet management needs. Especially for large customer service centers, in addition to the management of customer service itself, they also need to manage the quality control team, so that the enterprise has spent a huge amount of human costs, but failed to achieve the expected effect.
The good news is that the development of AI has given birth to intelligent quality inspection. With the characteristics of high efficiency, high coverage, unified standards and full automation, intelligent quality inspection has outpaced manual quality inspection with absolute advantages and become the "darling" of the customer service market. In view of the dilemma of customer service management, the intelligent quality inspection of the bird is widely favored by customers with faster, more complete and more multidimensional quality inspection effect. It is the sharpest tool for enterprise customer service management and seating ability improvement.
The whole process of automatic intelligent quality inspection, for customer service managers to reduce the burden
For managers, real-time follow-up of the work status of the customer service team is a necessary condition for efficient management. Manual quality inspection is usually after the inspection, generally 24h later, and the detection rate is only 2%-5%, the efficiency is very low. The intelligent quality control system can realize automatic and intelligent quality control of the whole process, support real-time quality control + quality control within minutes after the event, so that the manager can know the operation status of the customer service center every minute, so as to achieve "strategizing". Manual quality inspection is a repetitive monotonous work, due to different evaluation standards, often thankless, always be "misunderstood" by the customer service, the need to recheck, machine quality inspection will be removed from the trouble, the data shows that intelligent quality inspection can save 90% of the quality inspection personnel, not only the speed increases exponentially, the effect is better, but also for the manager to subtract the burden of management quality inspection team.
All-round pulse customer service problems, learn from each other to strengthen the seating ability
In the past, the work evaluation of customer service is mainly based on customer satisfaction, the score of quality inspector and the score of manager, which is subjective and one-sided, and mainly results oriented to evaluate customer service work. In the face of the evaluation results, the staff often know how and why, even if they want to improve, they do not know where to start. The workload of the quality inspector is already large, so it is not possible to recheck and make a detailed analysis of all the problems of the customer service. For example, if the customer satisfaction of a certain seat is not high, which link should be taken to improve it? The intelligent quality inspection can not only carry out statistical analysis from the macro perspective, but also feel the pulse from the details. Through the all-round monitoring from the point to the surface, the deficiency of the seat can be found quickly.
For a single seat, the intelligent quality inspection can automatically generate statistical analysis and detailed table of each score item, these reports can reflect the shortcomings of the seat in the specific service process, summed up the service "weaknesses", such as attitude, skill value, intonation, speed and so on, the manager can carry out targeted training, seat themselves in the work can also be consciously trained. With the help of process quality inspection, we can judge the customer service problems in the opening line, greeting, business process, product knowledge, compliance, risk words and other specific levels according to the specific service or marketing scenarios, helping agents to solve them one by one in detail, and really get substantial improvement. The score comparison and trend analysis of all attendants can also stimulate the learning initiative of attendants, urge attendants to make directional improvements in their work, improve their overall ability and sense of self-worth, and enhance the stability of the customer service team.
Real - time intelligent quality inspection & words to remind, "fire at any time" to deal with risk problems
The real-time inspection function of the intelligent quality inspection of the bird, in addition to giving managers feedback on problems, help managers quickly deal with risks, but also to the seat "error correction". When the attendants are at work, the inspection robot can monitor at any time, remind the red line, and supervise the attendants to maintain the correct attitude and service mode. Meanwhile, combining with the powerful knowledge graph function, the robot can recommend reasonable answers and knowledge points to the attendants according to the questions of the customers and the shortcomings of the customer service, so as to help the attendants to complete the service more efficiently and with high quality.
Seat in the service process, for some sensitive and professional problems, not careful may be wrong, or to find a lot of information to answer, and customer service director can not always be able to "fire", with intelligent quality control, not only can be found at any time, such as a long pause, bad attitude, risk words, etc., The quality inspection robot can also play the role of "putting out a fire on the spot", reminding customer service to change their service attitude, or recommending professional terms to answer intelligently. Especially the new customer service, real-time quality inspection can quickly help them grow.
Multidimensional customer data analysis, more personalized service
In the reception consultation or outgoing service, the seat usually needs to confirm the identity of the customer first, such as whether it is an old customer, VIP customer, what goods have bought in the past, what is the color, size bias, and so on, which will waste a lot of time. Combined with the intelligent cloud customer service system, the intelligent quality control system can generate multidimensional user portraits through the integration of quality control data and relevant business system data, so that agents can quickly understand the basic information and needs of customers, not only saves the time of repeated confirmation and communication, but also can provide personalized services according to customer conditions.
The ultimate goal of customer service management is to improve the quality of customer service and bring customers better consumption experience. Intelligent quality control helps customer service improve work efficiency and quality through customer data analysis, and can help managers simplify the management process. It is an important means to optimize customer service management from the point of view of customers.
Customer service center management is a complex system engineering. It is a general trend to optimize management by intelligent means. Intelligent quality inspection of the bird, not only from the management level for managers to reduce the burden, comprehensive control of the operation of the customer service center; Can also stimulate the internal driving force, enhance the growth of customer service and sense of value. Both internal and external forces work together to make customer service targeted and get twice the result with half the effort. Come and experience it.
