{"id":3456,"date":"2022-09-15T08:49:34","date_gmt":"2022-09-15T08:49:34","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=3456"},"modified":"2022-09-15T08:49:34","modified_gmt":"2022-09-15T08:49:34","slug":"thay-the-mo-hinh-call-center-ao-cho-doanh-nghiep","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/thay-the-mo-hinh-call-center-ao-cho-doanh-nghiep\/","title":{"rendered":"THAY TH\u1ebe M\u00d4 H\u00ccNH CALL CENTER \u1ea2O CHO DOANH NGHI\u1ec6P"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Doanh nghi\u1ec7p s\u1ebd ti\u1ebfp c\u1eadn h\u00e0ng ng\u00e0n kh\u00e1ch h\u00e0ng trong c\u00f9ng m\u1ed9t th\u1eddi \u0111i\u1ec3m, m\u00f4 h\u00ecnh Call Center s\u1ebd l\u00e0 trung gian gi\u00fap k\u1ebft n\u1ed1i m\u1ed9t c\u00e1ch h\u1eefu hi\u1ec7u. V\u1eady Call center l\u00e0 g\u00ec v\u00e0 c\u00e1ch \u00e1p d\u1ee5ng v\u00e0o m\u1ee5c ti\u00eau chi\u1ebfn l\u01b0\u1ee3c l\u00e2u d\u00e0i c\u1ee7a doanh nghi\u1ec7p nh\u01b0 th\u1ebf n\u00e0o. H\u00e3y c\u00f9ng EM&amp;AI t\u00ecm hi\u1ec3u qua b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y.\u00a0<\/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=\"#Call_center_la_gi\"><span class=\"toc_number toc_depth_1\">1<\/span> Call center l\u00e0 g\u00ec?<\/a><\/li><li><a href=\"#Tam_quan_trong_cua_mo_hinh_Call_Center\"><span class=\"toc_number toc_depth_1\">2<\/span> T\u1ea7m quan tr\u1ecdng c\u1ee7a m\u00f4 h\u00ecnh Call Center<\/a><\/li><li><a href=\"#Cac_loai_Call_center_pho_bien\"><span class=\"toc_number toc_depth_1\">3<\/span> C\u00e1c lo\u1ea1i Call center ph\u1ed5 bi\u1ebfn:<\/a><\/li><li><a href=\"#Giai_phap_Nhan_vien_ao_Voicebot_AI_thay_the_Call_Center\"><span class=\"toc_number toc_depth_1\">4<\/span> Gi\u1ea3i ph\u00e1p \u201cNh\u00e2n vi\u00ean \u1ea3o Voicebot AI\u201d thay th\u1ebf Call Center:<\/a><\/li><\/ul><\/div>\n<h2><span id=\"Call_center_la_gi\"><b>Call center l\u00e0 g\u00ec?<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Trung t\u00e2m cu\u1ed9c g\u1ecdi l\u00e0 m\u1ed9t b\u1ed9 ph\u1eadn t\u1eadp trung x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn v\u00e0 \u0111i t\u1eeb c\u00e1c kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 ti\u1ec1m n\u0103ng. C\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c \u0111\u1eb7t trong ch\u00ednh t\u1ed5 ch\u1ee9c ho\u1eb7c doanh nghi\u1ec7p s\u1ebd thu\u00ea m\u1ed9t c\u00f4ng ty kh\u00e1c chuy\u00ean x\u1eed l\u00fd cu\u1ed9c g\u1ecdi.\u00a0<\/span><\/p>\n<h2><span id=\"Tam_quan_trong_cua_mo_hinh_Call_Center\"><b>T\u1ea7m quan tr\u1ecdng c\u1ee7a m\u00f4 h\u00ecnh Call Center<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng lu\u00f4n c\u1ea7n ph\u1ea3i n\u1ed7 l\u1ef1c \u0111\u1ec3 t\u1ea1o ra s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u00ec v\u1ecdng c\u1ee7a kh\u00e1ch. C\u00e1c kh\u00e1ch h\u00e0ng lu\u00f4n mu\u1ed1n c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft v\u00e0 x\u1eed l\u00fd m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3. Do \u0111\u00f3, trung t\u00e2m cu\u1ed9c g\u1ecdi c\u00f3 th\u1ec3 gi\u00fap t\u1ed5 ch\u1ee9c ho\u1ea1t \u0111\u1ed9ng 24\/7 ho\u1eb7c trong kho\u1ea3ng th\u1eddi gian ph\u00f9 h\u1ee3p v\u1edbi mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h2><span id=\"Cac_loai_Call_center_pho_bien\"><b>C\u00e1c lo\u1ea1i Call center ph\u1ed5 bi\u1ebfn:<\/b><\/span><\/h2>\n<p><b>Trung t\u00e2m cu\u1ed9c g\u1ecdi \u0111\u1ebfn (Inbound Call Center)<\/b><span style=\"font-weight: 400;\">: Th\u00f4ng th\u01b0\u1eddng, c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi n\u00e0y x\u1eed l\u00fd m\u1ed9t l\u01b0\u1ee3ng l\u1edbn cu\u1ed9c g\u1ecdi \u0111\u1ed3ng th\u1eddi v\u00e0 sau \u0111\u00f3 s\u00e0ng l\u1ecdc, chuy\u1ec3n ti\u1ebfp v\u00e0 ghi nh\u1eadt k\u00fd cu\u1ed9c g\u1ecdi. H\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i b\u1eb1ng gi\u1ecdng n\u00f3i t\u01b0\u01a1ng t\u00e1c (IVR) c\u00f3 th\u1ec3 tr\u1ea3 l\u1eddi cu\u1ed9c g\u1ecdi v\u00e0 s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng ho\u1eb7c \u0111\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi \u0111\u1ebfn c\u00e1c \u0111\u1ea1i l\u00fd ho\u1eb7c ng\u01b0\u1eddi nh\u1eadn cu\u1ed9c g\u1ecdi th\u00edch h\u1ee3p th\u00f4ng qua b\u1ed9 ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng (ACD).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c \u0111\u1ea1i l\u00fd trong trung t\u00e2m cu\u1ed9c g\u1ecdi \u0111\u1ebfn c\u00f3 th\u1ec3 x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi t\u1eeb kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i ho\u1eb7c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u1ec1 qu\u1ea3n l\u00fd t\u00e0i kho\u1ea3n, l\u1eadp l\u1ecbch, h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, khi\u1ebfu n\u1ea1i, th\u1eafc m\u1eafc v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ho\u1eb7c \u00fd \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a t\u1ed5 ch\u1ee9c.<\/span><\/p>\n<p><b>Trung t\u00e2m cu\u1ed9c g\u1ecdi \u0111i (Outbound Call Center<\/b><span style=\"font-weight: 400;\">): Trong c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi n\u00e0y, nh\u00e2n vi\u00ean \u0111\u1ea1i di\u1ec7n th\u1ef1c hi\u1ec7n c\u00e1c cu\u1ed9c g\u1ecdi thay m\u1eb7t cho doanh nghi\u1ec7p ho\u1eb7c kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c nhi\u1ec7m v\u1ee5, bao g\u1ed3m t\u1ea1o kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, ti\u1ebfp th\u1ecb qua \u0111i\u1ec7n tho\u1ea1i, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng kh\u1ea3o s\u00e1t, thu h\u1ed3i n\u1ee3 ho\u1eb7c l\u00ean l\u1ecbch c\u00e1c cu\u1ed9c h\u1eb9n.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1ec3 t\u1ed1i \u0111a h\u00f3a hi\u1ec7u qu\u1ea3, quy tr\u00ecnh quay s\u1ed1 t\u1ef1 \u0111\u1ed9ng c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c cu\u1ed9c g\u1ecdi v\u00e0 sau \u0111\u00f3 chuy\u1ec3n ch\u00fang \u0111\u1ebfn m\u1ed9t \u0111\u1ea1i l\u00fd c\u00f3 s\u1eb5n b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng IVR sau khi ng\u01b0\u1eddi g\u1ecdi k\u1ebft n\u1ed1i. C\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi \u0111i ph\u1ea3i \u0111\u1ea3m b\u1ea3o tu\u00e2n th\u1ee7 v\u1edbi C\u01a1 quan \u0111\u0103ng k\u00fd kh\u00f4ng g\u1ecdi qu\u1ed1c gia.<\/span><\/p>\n<p><b>Trung t\u00e2m cu\u1ed9c g\u1ecdi k\u1ebft h\u1ee3p (Inbound v\u00e0 Outbound Call Center):<\/b><span style=\"font-weight: 400;\"> Lo\u1ea1i trung t\u00e2m cu\u1ed9c g\u1ecdi n\u00e0y x\u1eed l\u00fd c\u1ea3 cu\u1ed9c g\u1ecdi \u0111\u1ebfn v\u00e0 \u0111i.<\/span><\/p>\n<p><b>Trung t\u00e2m cu\u1ed9c g\u1ecdi \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t nh\u01b0 th\u1ebf n\u00e0o?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">C\u00e1c ch\u1ec9 s\u1ed1 trung t\u00e2m cu\u1ed9c g\u1ecdi th\u01b0\u1eddng \u0111\u01b0\u1ee3c chia th\u00e0nh ba lo\u1ea1i:<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3458 size-full\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/2.png\" alt=\"Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng Call center\" width=\"1300\" height=\"650\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/2.png 1300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/2-300x150.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/2-1024x512.png 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/2-768x384.png 768w\" sizes=\"(max-width: 1300px) 100vw, 1300px\" \/><\/p>\n<blockquote><p><b>L\u1ecbch s\u1eed cu\u1ed9c g\u1ecdi<\/b><span style=\"font-weight: 400;\"> &#8211; L\u1ecbch s\u1eed c\u1ee7a trung t\u00e2m cu\u1ed9c g\u1ecdi gi\u00fap doanh nghi\u1ec7p d\u1ef1 b\u00e1o, l\u00ean l\u1ecbch v\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch c\u1ea3i thi\u1ec7n c\u00e1c cu\u1ed9c g\u1ecdi trong t\u01b0\u01a1ng lai.<\/span><\/p>\n<p><b>Th\u1eddi gian th\u1ef1c<\/b><span style=\"font-weight: 400;\"> &#8211; H\u1ec7 th\u1ed1ng chuy\u1ec3n ti\u1ebfp th\u00f4ng tin \u0111\u1ebfn ng\u01b0\u1eddi d\u00f9ng \u1edf t\u1ed1c \u0111\u1ed9 g\u1ea7n nh\u01b0 ngay l\u1eadp t\u1ee9c ho\u1eb7c c\u00f3 \u0111\u1ed9 tr\u1ec5 c\u1ef1c ng\u1eafn khi c\u00f3 m\u1ed9t s\u1ef1 ki\u1ec7n n\u00e0o \u0111\u00f3 x\u1ea3y ra. \u0110i\u1ec1u n\u00e0y h\u1ed7 tr\u1ee3 qu\u1ea3n l\u00fd v\u00e0 s\u1eafp x\u1ebfp c\u00e1c nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 k\u1ecbp th\u1eddi cho kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n<p><b>Kh\u00e1ch h\u00e0ng<\/b><span style=\"font-weight: 400;\"> &#8211; \u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e2n vi\u00ean trong trung t\u00e2m cu\u1ed9c g\u1ecdi, \u0111\u1eb7c bi\u1ec7t l\u00e0 v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng hay \u0111i\u1ec3m ch\u1ea5t l\u01b0\u1ee3ng khi h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.<\/span><\/p><\/blockquote>\n<h2><span id=\"Giai_phap_Nhan_vien_ao_Voicebot_AI_thay_the_Call_Center\"><b>Gi\u1ea3i ph\u00e1p <a href=\"https:\/\/emandai.net\/\">\u201cNh\u00e2n vi\u00ean \u1ea3o Voicebot AI\u201d<\/a> thay th\u1ebf Call Center:<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Khi ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu c\u1ee7a doanh nghi\u1ec7p, m\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u00e3 b\u1eaft \u0111\u1ea7u xu\u1ea5t hi\u1ec7n. H\u1ed7 tr\u1ee3 nh\u00e2n vi\u00ean c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng h\u01a1n th\u00f4ng qua Voicebot AI &#8211; gi\u1ea3m kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c l\u1eb7p \u0111i l\u1eb7p l\u1ea1i v\u00e0 gia t\u0103ng n\u0103ng su\u1ea5t nhanh ch\u00f3ng. N\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng qua vi\u1ec7c ph\u00e2n t\u00edch gi\u1ecdng n\u00f3i v\u00e0 t\u01b0\u01a1ng t\u00e1c 2 chi\u1ec1u.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3459 size-full\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/3.png\" alt=\"\" width=\"1300\" height=\"650\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/3.png 1300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/3-300x150.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/3-1024x512.png 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2022\/09\/3-768x384.png 768w\" sizes=\"(max-width: 1300px) 100vw, 1300px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">V\u1edbi \u1ee9ng d\u1ee5ng t\u1eeb tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o c\u00f9ng c\u00f4ng ngh\u1ec7 x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (NLP) Voicebot AI h\u1ed7 tr\u1ee3 g\u1ecdi kh\u00e1ch h\u00e0ng v\u1edbi \u0111a d\u1ea1ng c\u00e1c t\u00ednh n\u0103ng n\u1ed5i tr\u1ed9i:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">C\u00e1 nh\u00e2n h\u00f3a cu\u1ed9c g\u1ecdi v\u1edbi kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u01b0\u01a1ng t\u00e1c tho\u1ea1i th\u00f4ng minh\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chuy\u1ec3n ti\u1ebfp cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">K\u1ecbch b\u1ea3n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o s\u1eb5n kh\u00f4ng c\u1ea7n l\u1eadp tr\u00ecnh<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u1ea1o chi\u1ebfn d\u1ecbch cu\u1ed9c g\u1ecdi v\u00e0 thi\u1ebft l\u1eadp th\u1eddi gian t\u1ef1 \u0111\u1ed9ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">B\u00e1o c\u00e1o hi\u1ec3n th\u1ecb tr\u1ef1c quan, d\u1ec5 d\u00e0ng theo d\u00f5i<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;-<\/span><\/p>\n<p><span style=\"font-weight: 400;\">EM and AI &#8211; Gi\u1ea3i ph\u00e1p AI SELF-SERVICE to\u00e0n di\u1ec7n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Email: contact@emandai.net<\/span><\/p>\n<p>Facebook: <a href=\"https:\/\/www.facebook.com\/emandai.official\">EM and AI<\/a><\/p>\n<p><span style=\"font-weight: 400;\">Hotline:0903 533 725<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Website: https:\/\/emandai.net\/vi<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Doanh nghi\u1ec7p s\u1ebd ti\u1ebfp c\u1eadn h\u00e0ng ng\u00e0n kh\u00e1ch h\u00e0ng trong c\u00f9ng m\u1ed9t th\u1eddi \u0111i\u1ec3m, m\u00f4&#8230;<\/p>\n","protected":false},"author":2,"featured_media":3457,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[605],"tags":[],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3456"}],"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=3456"}],"version-history":[{"count":1,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3456\/revisions"}],"predecessor-version":[{"id":3460,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3456\/revisions\/3460"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/3457"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=3456"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=3456"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=3456"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}