{"id":1570,"date":"2020-11-10T03:18:06","date_gmt":"2020-11-10T03:18:06","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=1570"},"modified":"2021-04-27T01:48:20","modified_gmt":"2021-04-27T01:48:20","slug":"tai-sao-can-co-phan-mem-qa-de-quan-ly-chat-luong-call-center","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/tai-sao-can-co-phan-mem-qa-de-quan-ly-chat-luong-call-center\/","title":{"rendered":"T\u1ea1i sao c\u1ea7n c\u00f3 ph\u1ea7n m\u1ec1m QA \u0111\u1ec3 qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng Call Center?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Ph\u1ea7n m\u1ec1m QA l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 hi\u1ec7u qu\u1ea3 \u0111\u1ec3 \u0111\u01a1n gi\u1ea3n h\u00f3a quy tr\u00ecnh \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng call center.\u00a0Ph\u1ea7n m\u1ec1m ph\u00f9 h\u1ee3p c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Duy tr\u00ec ti\u00eau chu\u1ea9n ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0110\u1ea3m b\u1ea3o s\u1ef1 tu\u00e2n th\u1ee7 c\u1ee7a nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">T\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">N\u00e2ng cao hi\u1ec7u su\u1ea5t \u0111\u00e0o t\u1ea1o t\u1ed5ng \u0111\u00e0i vi\u00ean.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u0110i\u1ec1u quan tr\u1ecdng l\u00e0 ch\u1ecdn ph\u1ea7n m\u1ec1m c\u00f3 c\u00e1c t\u00ednh n\u0103ng th\u00edch h\u1ee3p \u0111\u1ec3 x\u1eed l\u00fd t\u1ea5t c\u1ea3 c\u00e1c nhu c\u1ea7u \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng trung t\u00e2m cu\u1ed9c g\u1ecdi c\u1ee7a b\u1ea1n.<\/span><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Cac_tinh_nang_chinh_can_luu_y_khi_chon_phan_mem_QA\"><span class=\"toc_number toc_depth_1\">1<\/span> C\u00e1c t\u00ednh n\u0103ng ch\u00ednh c\u1ea7n l\u01b0u \u00fd khi ch\u1ecdn ph\u1ea7n m\u1ec1m QA<\/a><ul><li><a href=\"#Danh_gia_tu_dong_va_chinh_xac\"><span class=\"toc_number toc_depth_2\">1.1<\/span> \u0110\u00e1nh gi\u00e1 t\u1ef1 \u0111\u1ed9ng v\u00e0 ch\u00ednh x\u00e1c<\/a><\/li><li><a href=\"#Kha_nang_tich_hop_phan_mem_QA_voi_he_thong_hien_tai\"><span class=\"toc_number toc_depth_2\">1.2<\/span> Kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p ph\u1ea7n m\u1ec1m QA v\u1edbi h\u1ec7 th\u1ed1ng hi\u1ec7n t\u1ea1i<\/a><\/li><li><a href=\"#Phan_mem_QA_ho_tro_dao_tao_tong_dai_vien\"><span class=\"toc_number toc_depth_2\">1.3<\/span> Ph\u1ea7n m\u1ec1m QA h\u1ed7 tr\u1ee3 \u0111\u00e0o t\u1ea1o t\u1ed5ng \u0111\u00e0i vi\u00ean<\/a><\/li><li><a href=\"#Trich_xuat_du_lieu_khach_hang\"><span class=\"toc_number toc_depth_2\">1.4<\/span> Tr\u00edch xu\u1ea5t d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/a><\/li><li><a href=\"#Bao_cao_thong_ke\"><span class=\"toc_number toc_depth_2\">1.5<\/span> B\u00e1o c\u00e1o th\u1ed1ng k\u00ea<\/a><\/li><\/ul><\/li><\/ul><\/div>\n<h2><span id=\"Cac_tinh_nang_chinh_can_luu_y_khi_chon_phan_mem_QA\"><span style=\"color: #3366ff;\"><b>C\u00e1c t\u00ednh n\u0103ng ch\u00ednh c\u1ea7n l\u01b0u \u00fd khi ch\u1ecdn ph\u1ea7n m\u1ec1m QA<\/b><\/span><\/span><\/h2>\n<h3><span id=\"Danh_gia_tu_dong_va_chinh_xac\"><b>\u0110\u00e1nh gi\u00e1 t\u1ef1 \u0111\u1ed9ng v\u00e0 ch\u00ednh x\u00e1c<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u0110\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng \u0111\u00e0i to\u00e0n di\u1ec7n, vi\u1ec7c ki\u1ec3m tra to\u00e0n b\u1ed9 c\u00e1c cu\u1ed9c g\u1ecdi c\u00f3 tr\u00ean t\u1ed5ng \u0111\u00e0i l\u00e0 c\u1ea7n thi\u1ebft. M\u1ed9t ph\u1ea7n m\u1ec1m QA t\u1ed1t ph\u1ea3i \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c vi\u1ec7c \u0111\u00e1nh gi\u00e1 100% c\u00e1c cu\u1ed9c g\u1ecdi c\u00f3 tr\u00ean t\u1ed5ng \u0111\u00e0i. Kh\u00f4ng ch\u1ec9 v\u1eady, vi\u1ec7c \u0111\u00e1nh gi\u00e1 n\u00e0y ph\u1ea3i th\u1eadt s\u1ef1 kh\u00e1ch quan v\u00e0 c\u00f4ng b\u1eb1ng.<\/span><\/p>\n<h3><\/h3>\n<h3><span id=\"Kha_nang_tich_hop_phan_mem_QA_voi_he_thong_hien_tai\"><b>Kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p ph\u1ea7n m\u1ec1m QA v\u1edbi h\u1ec7 th\u1ed1ng hi\u1ec7n t\u1ea1i<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Ph\u1ea7n m\u1ec1m QA c\u1ee7a b\u1ea1n c\u0169ng n\u00ean t\u00edch h\u1ee3p \u0111\u01b0\u1ee3c v\u1edbi t\u1ea5t c\u1ea3 c\u00e1c c\u00f4ng c\u1ee5 h\u01b0\u1edbng t\u1edbi kh\u00e1ch h\u00e0ng kh\u00e1c, bao g\u1ed3m c\u1ea3 CRM. B\u1eb1ng c\u00e1ch n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng th\u1ef1c hi\u1ec7n vi\u1ec7c \u0111\u00e1nh gi\u00e1 c\u0169ng nh\u01b0 qu\u1ea3n l\u00fd c\u00e1c d\u1eef li\u1ec7u cu\u1ed9c g\u1ecdi qu\u00fd gi\u00e1 m\u00e0 ph\u1ea7n m\u1ec1m n\u00e0y thu th\u1eadp \u0111\u01b0\u1ee3c.\u00a0<\/span><\/p>\n<h3><\/h3>\n<h3><span id=\"Phan_mem_QA_ho_tro_dao_tao_tong_dai_vien\"><b>Ph\u1ea7n m\u1ec1m QA h\u1ed7 tr\u1ee3 \u0111\u00e0o t\u1ea1o t\u1ed5ng \u0111\u00e0i vi\u00ean<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Ngay t\u1eeb khi b\u1ea1n thu\u00ea m\u1ed9t t\u1ed5ng \u0111\u00e0i vi\u00ean, h\u1ecd n\u00ean \u0111\u01b0\u1ee3c h\u01b0\u1edbng d\u1eabn v\u1ec1 c\u00e1c k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n v\u00e0 nghi\u1ec7p v\u1ee5 cho \u0111\u1ebfn khi h\u1ecd t\u1ef1 tin \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng.\u00a0Sau \u0111\u00f3, \u0111i\u1ec1u c\u1ea7n thi\u1ebft l\u00e0 ph\u1ea3i li\u00ean t\u1ee5c \u0111\u00e0o t\u1ea1o h\u00e0ng th\u00e1ng ho\u1eb7c h\u00e0ng qu\u00fd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd \u0111ang th\u1ef1c hi\u1ec7n t\u1ed1t nghi\u1ec7p v\u1ee5 c\u1ee7a m\u00ecnh.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u1ed9t ph\u1ea7n m\u1ec1m QA t\u1ed1t s\u1ebd gi\u00fap ng\u01b0\u1eddi gi\u00e1m s\u00e1t d\u1ec5 d\u00e0ng th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c \u0111\u00e0o t\u00e0o c\u1ee7a m\u00ecnh tr\u1ef1c ti\u1ebfp tr\u00ean t\u1eebng cu\u1ed9c g\u1ecdi.<\/span><\/p>\n<h3><\/h3>\n<h3><span id=\"Trich_xuat_du_lieu_khach_hang\"><b>Tr\u00edch xu\u1ea5t d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">C\u00f3 m\u1ed9t s\u1ef1 th\u1eadt l\u00e0 \u0111a s\u1ed1 c\u00e1c call center th\u01b0\u1eddng b\u1ecf ph\u00ed ngu\u1ed3n d\u1eef li\u1ec7u qu\u00fd gi\u00e1 t\u1eeb c\u00e1c cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng. Ph\u1ea7n m\u1ec1m QA s\u1ebd gi\u00fap tr\u00edch xu\u1ea5t t\u1ef1 \u0111\u1ed9ng c\u00e1c th\u00f4ng tin quan trong trong cu\u1ed9c g\u1ecdi nh\u01b0 t\u00ean, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i, \u0111\u1ecba ch\u1ec9, email\u2026 D\u1ef1a v\u00e0o ngu\u1ed3n d\u1eef li\u1ec7u n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn d\u1ecbch ch\u0103m s\u00f3c, remarketing\u2026\u00a0<\/span><\/p>\n<h3><\/h3>\n<h3><span id=\"Bao_cao_thong_ke\"><b>B\u00e1o c\u00e1o th\u1ed1ng k\u00ea<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">M\u1ed9t b\u00e1o c\u00e1o th\u1ed1ng k\u00ea k\u1ebft qu\u1ea3 \u0111\u00e1nh gi\u00e1 t\u1eeb tr\u1ef1c quan \u0111\u1ebfn chi ti\u1ebft s\u1ebd gi\u00fap nh\u00e0 qu\u1ea3n tr\u1ecb doanh nghi\u1ec7p nhanh ch\u00f3ng nh\u00ecn ra l\u1ed7 h\u1ed5ng c\u1ee7a call center, t\u1eeb \u0111\u00f3 c\u00f3 c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u00e0o t\u1ea1o, c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u1ea7n m\u1ec1m \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng \u0111\u00e0i s\u1ebd th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y m\u1ed9t c\u00e1ch t\u1ef1 \u0111\u1ed9ng v\u00e0 nhanh ch\u00f3ng. C\u00e1c th\u1ed1ng k\u00ea nh\u01b0 t\u1ec9 l\u1ec7 cu\u1ed9c g\u1ecdi \u0111\u1ea1t\/kh\u00f4ng \u0111\u1ea1t, c\u00e1c l\u1ed7i th\u01b0\u1eddng g\u1eb7p c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean cho \u0111\u1ebfn \u0111\u00e1nh gi\u00e1 chi ti\u1ebft t\u1eebng cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c ph\u1ea7n m\u1ec1m n\u00e0y hi\u1ec3n th\u1ecb \u0111\u1ea7y \u0111\u1ee7. <\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1571 size-large\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/11\/H\u1ec7-th\u1ed1ng-\u0111\u00e1nh-gi\u00e1-ch\u1ea5t-l\u01b0\u1ee3ng-t\u1ed5ng-\u0111\u00e0i-1024x759.jpg\" alt=\"H\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng \u0111\u00e0i\" width=\"1024\" height=\"759\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/11\/H\u1ec7-th\u1ed1ng-\u0111\u00e1nh-gi\u00e1-ch\u1ea5t-l\u01b0\u1ee3ng-t\u1ed5ng-\u0111\u00e0i-1024x759.jpg 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/11\/H\u1ec7-th\u1ed1ng-\u0111\u00e1nh-gi\u00e1-ch\u1ea5t-l\u01b0\u1ee3ng-t\u1ed5ng-\u0111\u00e0i-300x222.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/11\/H\u1ec7-th\u1ed1ng-\u0111\u00e1nh-gi\u00e1-ch\u1ea5t-l\u01b0\u1ee3ng-t\u1ed5ng-\u0111\u00e0i-768x569.jpg 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/11\/H\u1ec7-th\u1ed1ng-\u0111\u00e1nh-gi\u00e1-ch\u1ea5t-l\u01b0\u1ee3ng-t\u1ed5ng-\u0111\u00e0i-1536x1138.jpg 1536w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/11\/H\u1ec7-th\u1ed1ng-\u0111\u00e1nh-gi\u00e1-ch\u1ea5t-l\u01b0\u1ee3ng-t\u1ed5ng-\u0111\u00e0i-2048x1518.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">T\u1ea1i th\u1ecb tr\u01b0\u1eddng Vi\u1ec7t Nam, kh\u00f4ng c\u00f3 nhi\u1ec1u \u0111\u01a1n v\u1ecb ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng \u0111\u00e0i. N\u1ebfu doanh nghi\u1ec7p b\u1ea1n \u0111ang quan t\u00e2m t\u00ecm hi\u1ec3u m\u1ed9t ph\u1ea7n m\u1ec1m QA ti\u1ebfng Vi\u1ec7t chuy\u00ean nghi\u1ec7p v\u00e0 to\u00e0n di\u1ec7n, h\u00e3y th\u1eed t\u00ecm hi\u1ec3u n\u1ec1n t\u1ea3ng <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/emandai.net\/virtual-qc-vn\/\">EM&amp;AI Virtual QC<\/a> <\/span>nh\u00e9!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ph\u1ea7n m\u1ec1m QA l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 hi\u1ec7u qu\u1ea3 \u0111\u1ec3 \u0111\u01a1n gi\u1ea3n h\u00f3a quy tr\u00ecnh&#8230;<\/p>\n","protected":false},"author":2,"featured_media":1572,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[352,329],"tags":[],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1570"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=1570"}],"version-history":[{"count":3,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1570\/revisions"}],"predecessor-version":[{"id":1662,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1570\/revisions\/1662"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/1572"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=1570"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=1570"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=1570"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}