【正文】 中國工商銀行 多媒體聯(lián)系中心解決方案培訓(xùn) Enterprise Routing Solution 閔承忠 Adam Min 企業(yè)咨詢服務(wù) 顧問 /eSOON 中國區(qū) It’s Simple in Principle ? What would you ask if you were CEO? – Who are you? – What do you want? – What ELSE do you want? – Who is available? – What else is going on? ? Of course, the details are more interesting… Customers Agents Center Supervisors Business Managers Dissatisfied Customers ? No corporate memory about them ? Wait time too long ? Many transfers ? Inconsistent service across media Lost Business Routing Frustrated Agents ? Uneven workload ? Lack customer info ? Wrong type of calls for skills Lower Productivity High Agent Turnover How to Optimize Resources? ? No way to differentiate callers ? Lack realtime enterprise view ? Manual changes too slow ? Only telephony data available Improve Service with Less Resource How to Improve Business? ? Customer retention ? Total cost of operation ? Revenue increase ? Preparation for the future Invest for Strategic Growth How to optimize resource? What will improve my job satisfaction? Do they value my business? How to impact the bottomline? ? At any level, enterprisewide from the work or premise ? Multimedia ? Integrated with Framework ? Packaged into two solutions – Network Routing Solution – Enterprise Routing Solution Universal Routing Capability ? Maximize opportunity between the client and the customer by placing the right customer with the right agent/resource. – Efficient Service – Customer Oriented – Crosssell / Upsell opportunities ? Balance load between agents, groups and/or locations Customer Benefits: “Get it right the first time” Benefits ? Marketdriven enhancements ? Ensure specified service level agreement (SLA) metrics are achieved ? Realtime feedback to determine if business objectives are being met ? Greater business agility enabled by shorter rollout of strategy changes – New, intuitive GUI enables rapid routing strategy development and changes Universal Routing Server ? Media Independent ? Flexible Routing Strategies ? Customer Segmentation ? Demographics, Revenue History, Account Data … ? Data Directed Routing ? Businessdriven Rules Using Data from Databases, Enterprise Software, IVR, Statistical Information … ? Dynamic Agent Tracking as a Virtual Group ? ability to queue to additional groups as time elapses Genesys Enterprise TServer Interaction Router Universal Queue takes routing businesswide Evolution of Routing Business Routing Know Your Customer and Capabilities: Business ProcessDriven Let Customers Choose: Voice, Email, etc. Extend Anywhere: EnterpriseWide and “Virtual” Call Centers EnhancedACD Packages SkillsBased Routing ACD BaseLevel Agent Grouping Capability Limited IVR and Database Platform Support Overflow to Next Available Agent Queues Call by Skill Groups Limited Focus: Agent Efficiency (“Next Available”) ? 存取外部客戶數(shù)據(jù)庫數(shù)據(jù)作為呼入分配的依據(jù) ( 傳統(tǒng)排隊機 ) ? 實際范例 ?VIP服務(wù) ?依據(jù)客戶貢獻(xiàn)度 (如帳單金額 …) ?Last Agent Handling ?IVR轉(zhuǎn)服務(wù)人員前最后動作來預(yù)測用戶呼入的需求 ?進(jìn)行 Web呼叫前的動作來預(yù)測用戶呼入的需求 ?… 基于數(shù)據(jù)驅(qū)動的路由策略 (datadriven routing) ? 基于技能路由 (skillbased routing) ? 基于話務(wù)員工作量路由 (workload balanced routing) 基于話務(wù)員技能的路由策略 (Agent Profile Routing) “ A major benefit of the Genesys solution is that it allows the unified management of all channels with a unified database and unified routing. A further benefit is that different contact types are able to be subject to customized routing rules.” Frost amp。 Sullivan ? 通過相同的智能路由引擎 ,達(dá)成對多媒體接入方式統(tǒng)一的路由策略部署 統(tǒng)一的多媒體智能路由 (Multimedia Routing) 有效混合處理呼入 /呼出路由需求 ? 提升客服人員工作效率 ,并兼顧服務(wù)水平(service level) ? 實際范例 ?如果呼入等待電話數(shù)目超過標(biāo)準(zhǔn) , 則將電話轉(zhuǎn)移至呼出小組 ?如果呼入電話量變少 ,則這些客服人員可開始處理呼出作業(yè) ? 呼叫中心營運目標(biāo)都有“ 服務(wù)水平 (service level)”, 例如80% 的呼入需在 20秒由客服人員接聽 ? 實際范例 ?當(dāng)服務(wù)水平達(dá)到目標(biāo)時 , 來話可以分配給最適當(dāng)?shù)目头藛T ?當(dāng)服務(wù)水平尚未達(dá)到企業(yè)目標(biāo)時，盡可能讓所有人員來服務(wù) ,以提高升服務(wù)質(zhì)量 目標(biāo)管理 服務(wù) 水平路由策略 （ service level routing） ? 搭配勞動力管理系統(tǒng)來進(jìn)行呼入路由策略 ? 路由策略與人員班表合而為一 ,節(jié)約領(lǐng)導(dǎo)們系統(tǒng)維運作業(yè) ? 范例 : 依據(jù)話務(wù)員張三的班表 ,星期一到三是值“ voice”技能 ,星期四到五是值“ ”技能 呼叫中心的領(lǐng)導(dǎo)們調(diào)動人力時只需調(diào)整班表即可 ,無需改變路由策略 傳統(tǒng)做法 :除了調(diào)整班表告知當(dāng)事人外 ,尚需更動路由策略 voice voice vo