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    興鋒盈呼叫中心正式啟動400系統
     
    發布時間:2013.08.06 新聞來源:興鋒盈(福建)集團有限公司 瀏覽次數:
     

    經過一個多月緊鑼密鼓的籌備,興鋒盈呼叫中心正式啟動400系統,服務號碼為400 001 3003(原號碼:0591-83670503 近期仍保留),技術改造升級后,電話支持服務能力將得到顯著增強,更好的為廣大用戶服務。

    在呼叫中心400系統的籌建過程中,興鋒盈公司領導給予了高度關注,在團隊擴充建制、呼叫中心系統選號、辦公環境改造等方面都給予了大力地推進和支持,一切從用戶需要出發,切實提高電話服務水平,減少客戶話費投入,成為公司上下的共識。

    興鋒盈呼叫中心已成為飛翔建設、聰銘實業、鋒盈市政、鋒盈投資、鋒盈貿易、鋒盈勞務的統一電話服務中心。

    興鋒盈呼叫中心400系統可以支持以下服務:

    節省話費

    全國各地用戶撥打此電話將只收市話費,話費由企業和撥打400電話的用戶分攤。為用戶分攤話費,體現了用戶至上的理念,也體現了企業的形象和服務意識,是信譽和實力的象征。

    通話錄音

    系統可自動對每一個來電全程錄音,可以登錄平臺在線聽取也可以下載到本地保存。通話錄音功能是企業監督客服質量,進行問題分析的重要依據,也為處理客戶糾紛、投訴提供證據。各大企業的呼叫中心,均有完善的錄音系統,這是提升企業管理的有力保證。

    語音信箱

    當處于下班時間或公司電話全忙或無法接聽情況下,客戶撥打400電話時會聽到提示:"現在是下班時間(或現在電話全忙),請在 '' 聲后留言,我們將第一時間與您聯系!"

    這是公司電話的"離線助理",此功能有效確保了不錯失任何時間、任何情況下的任何一個來電。語音留言可以登錄平臺在線聽取或下載到本地保存。

    來電分析

    平臺會記錄每一通電話的來電號碼、來電區域、來電時間、通話時長、被接號碼,并對這些數據作統計分析,提供分析報表。 此功能可以分析企業廣告在各地的投放效果,接線客服的接聽數量、接聽時長,有效評判工作量。

    IVR

    "您好,歡迎致電興鋒盈集團!""飛翔建設請按1;聰銘實業請按2;鋒盈市政請按3……"

    開通IVR(智能語言導航)的400號碼,在客戶撥打時,會先聽到上條提示,系統會根據撥打人的按鍵選擇,自動將來電轉到相應部門,也可以轉到語音信箱、傳真。這是企業呼叫中心的常用功能,大大提高了企業的服務效率。

    工號播報

    "工號XXXX號為您服務!"

    為客戶提供人工服務前,系統自動播報預先為每位客服人員指定的工號,是大型企業呼叫中心的通常做法,等均有此應用。這體現了管理規范有序的大企業形象,是提升企業形象的最佳選擇。

    滿意度調查

    "您對本次服務滿意嗎?非常滿意請按1、滿意請按2、不滿意請按3"

    開通此功能后,在客戶掛機前,系統會自動向客戶播放此條語音,讓客戶對本次通話滿意度作出評價,評價的結果將記錄到相應的接聽客服。 這是一個規劃有序的客服中心的通常做法,能讓公司及時發現問題,對客服人員更是起到了很好的監督評測作用。

    智能來電轉接

    可以將不同時間的來電轉接到不同的號碼接聽,比如工作時間可以將來電轉接至公司座機,夜間可以轉接至客服人員手機。

    可以將不同地區的來電轉接到不同的號碼接聽,比如華北地區的來電轉接至ABC號碼接聽、華南地區的來電轉接至EFG號碼接聽。

    智能來電分配

    所有來電可以按"順序分配""隨機分配",各企業可以根據實際需要設置。

    "順序分配",可以保證最優秀的客服人員,每次優先接聽來電。

    "平均分配",可以保證所有客服人員接聽的來電數量相當,最大限度做到業績評比時的公正。

    實時清單查詢

        所有撥打400電話的來電記錄,均可以通過登錄管理后臺實時查詢,系統詳細記錄每次來電的來電號碼、開始時間、結束時間、時長、接聽號碼。

     
     
     
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