Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

M HNH
TIP NHN V GII P THNG TIN CHO NGI DN
QUA H THNG CONTACT CENTER NNG

Nng, thng 12/2011

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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

MC LC
M HNH..................................................................................................................................... 1
TIP NHN V GII P THNG TIN CHO NGI DN.........................................................1
QUA H THNG CONTACT CENTER........................................................................................1
I. GII THIU V TRUNG TM GIAO DCH CNTT&TT NNG.................................................3
I.1

Nng lc thit b h thng ca Trung tm Giao dch...........................................................3

I.1.1. Tng i in thoi............................................................................................................. 5

I.1.2 H thng qun l quan h khch hng (CRM)....................................................................6
I.1.4. H thng nhn tin (SMS)....................................................................................................9
I.1.5. H thng tnh cc (Billing)................................................................................................9
I.1.6. Cng thng tin.................................................................................................................... 9
I.2

Cc knh thng tin chm sc khch hng..........................................................................9

I.2.1. Tip nhn, tr li qua in thoi.........................................................................................9

I.2.2. Tip nhn, tr li qua SMS...............................................................................................11
I.2.3. Tip nhn, tr li Email.....................................................................................................11
I.2.4. Tip nhn, tr li Webchat................................................................................................12
I.2.6. Cung cp thng tin v tip nhn, tr li Cng thng tin....................................................14
II. PHNG N CHM SC NGI DN..................................................................................14
II.1

Cc hot ng chm sc..................................................................................................14

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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

I. GII THIU V TRUNG TM GIAO DCH CNTT&TT NNG

I.1

Nng lc thit b h thng ca Trung tm Giao dch

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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

Hnh 1: M hnh tng th h thng

STT
I

M T Thit B

S Lng

Contact center

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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

STT

M T Thit B

S Lng

Avaya IP PBX

System

Avaya Integrated Voice Response (IVR)

System

Avaya Agent Desktop

Avaya Supervisor Desktop

Avaya Computer Telephony Integration (CTI)

System

Workforce Management Software and Quality Monitoring System

System

Reader boards and/or Desktop Ribbons

System

Microsoft Dynamic CzRM (including Citizen Relationship Management Application

& Knowledge Management Application)

System

Avaya Reporting

System

Avaya IP Phone

100 Items

10

Cisco Router- ISR3925 (Performance: 833.000pps, 3 GE ports, 2 SFP, 02

Service-Module Slost, 04 EHWIC Slots)

12

Cisco Intrusion Prevention- IPS-4260 (Throughput: 2Gps, 600.000 Sessions, 8

GE Interfaces), include:

13

Cisco Switches- C3560X ( Throughput: 160Gbps, 101Mpps, 48 10/100/1000

Ports), include:

14

Workstation for Agents/ Supervisors: Dell OptiPlex 380 Minitower

II

SMS

System

III

Billing

System

IV

PORTAL

Public Service Information Portal

Database Server (x3850 X5, 2xXeon 4C E7520 95W 1.86GHz/18MB, 4x4GB,

O/Bay 2.5in HS SAS, SR BR10i, 2x1975W p/s, Rack/OS: Linux Ubuntu)

Application Server (x3650 M3, 2xXeon 4C E5630 80W 2.53GHz/1066MHz/12MB,

2x4GB, O/Bay 2.5in HS SAS, SR M5014, 2x675W p/s, Rack/OS: Linux Ubuntu)

100 License
3 License

100

1
package/2CP
U

I.1.1. Tng i in thoi

Tip nhn x l cuc gi
Tip nhn x l Email
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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

Tip nhn x l Webchat

Chc nng Voice Mail & Fax
Cho php phn phi i vi cc knh giao tip (cuc gi/email/webchat) theo
nhm k nng (skills) ca in thoi vin
Cho php phn phi v chia u ti cc knh giao tip ti cc in thoi vin
Theo di gim st nhm nhn vin Contact Center
a ra cc bo co v hiu nng ca nhm lm vic
a ra cc bo co v hiu sut lm vic ca tng Agents
Ngi qun l c bin php nh gi hiu sut theo nhm (scorecards)
Chc nng ghi m v nghe li
Chc nng ghi gi phin lm vic v xem li
Chc nng h tr vic nh gi v cho im nhn vin
Chc nng nh gi cht lng tr li ca in thoi vin
Chc nng h tr to lp cc clips o to nhn vin
Chc nng h tr cng tc o to nhn vin
Chc nng to lp cc bo co v thi gian p ng ca in thoi vin
Ly d liu cc t tng i
Qun l agents v phn nhm nghip v
Qun l cu hnh tnh cc v gi cc
Tnh cc
Tng hp ha n cc ph
I.1.2

H thng qun l quan h khch hng (CRM)

Cc chc nng lu v qun l thng tin Ngi dn/T chc gi yu cu n

Trung tm bao gm:
o Lu thng tin v cc knh kt ni t Ngi dn/t chc n Trung tm
o Lu v qun l thng tin v Ngi dn khi gi yu cu n

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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

o Lu v qun l thng tin v cc yu cu ca ngi dn c gi n Trung

tm qua cc knh kt ni trn.
o Cp nht hoc ng yu cu sau khi hnh ng x l yu cu hon
thnh
o Tm kim yu cu da vo mt hoc nhiu tiu ch tm kim
o Ngi s dng c th to mi, cp nht, xa yu cu thng qua cc thit b
di ng truy cp mng khng dy.
o Kt ni n cc h thng khc trong thnh ph Nng tra cu cc
thng tin dng tr li yu cu ca ngi dn
o n nh mc u tin cho cc yu cu cn x l
o Cho php nhn dng cc yu cu b lp li
Cc chc nng gi yu cu ca Ngi dn/T chc cho cc n v khc tr li
bao gm:
o Gi thng bo t yu cu ca Ngi dn ti cc cn b ph trch trong
thnh ph Nng
o Cho php truy cp t cc in thoi vin xa v cc cn b ca cc S ban
ngnh khc (remote agent)
o Cho php qun l cc thng tin v cc thnh phn cn b nghip v tham
gia vo qu trnh x l yu cu
o Chuyn yu cu n ngi x l thch hp
o Chuyn yu cu n h thng phn mm khc (khng phi l h thng
CzRM)
Cc chc nng to bo co bao gm:
o Ngi s dng c th to cc bo co ng khng ph thuc vo n v
pht trin phn mm hoc ngi qun tr h thng.
o Ngi s dng c th xem hoc in bt k cc thng tin no c trong h
thng bng cch s dng cc bo co chun hoc s dng cc cu truy vn.
o Hin th bo co di dng ha, bng biu.
o Ngi s dng c th lc cc thng tin trong bo co theo mt s tiu ch
c th.
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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

o To bo co v gi email theo lch nh k

Cc chc nng dnh cho ngi qun tr bao gm:
o Cho php qun l cc thng tin cn phi thc hin tr li yu cu ca
Ngi dn
o Cho php t lch cc thao tc x l vi yu cu
o Cho php t ng ha vic t cc gi tr tham s ca yu cu
o Sinh t ng m s nhn dng duy nht cho tng yu cu nhp vo h
thng
o Gn file nh km cng vi yu cu khi nhp vo h thng. File nh km
phi tha mn iu kin thit lp trong h thng.
o Cho php thm cc trng thng tin ng ty thuc vo yu cu nghip v.
S lng cc trng thng tin ti a c th.
o Thng bo cho ngi s dng khi cc thuc tnh quan trng ca yu cu b
thay i
o Nhn dng xu hng cc yu cu c Ngi dn gi n da trn loi
cng vic cn phi x l yu cu v thng bo cho ngi s dng xu hng
.
I.1.3.

Qun l kho tri thc (KM)

Lu v qun l cc thng tin dng tr li cc yu cu ca Ngi dn

Tt c cc cn b nghip v u c th truy cp h thng KM. Tuy nhin ch c
cc cn b c quyn mi c th to mi, sa, xa cc thng tin trn h thng KM
Tm kim thng tin trong h thng KM thng qua t kha hoc ch v hin th
kt qu c sp xp theo th t p ng c tiu ch tm kim
Bo co cc trang thng tin c s dng nhiu nht tr li yu cu cho Ngi
dn
Qun l thng tin theo cc ch c t chc hp l.
Truy cp cc ch thng tin trn cc trang internet hoc intranet
Lu tr cc file nh km cng vi thng tin trong h thng KM
C kh nng lu thng tin v cc chuyn gia trong cc ch ca thng tin
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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

Lu thng tin v ngi chu trch nhim ni dung thng tin trong h thng KM
Ngi s dng c th to ra cc bo co ty bin theo nhu cu.
To ra cc bo co v cc cu hi thng gp (FAQ)
I.1.4. H thng nhn tin (SMS)
Nhn tin tra cu thng tin (tr li t ng hoc bn nhn cng)
Nhn tin ch ng qung b theo tng nhm i tng, ni dung.
I.1.5. H thng tnh cc (Billing)
Lu thng tin, lch s in thoi, SMS, Email, Webchat (phc v thng k v i
sot cc vi doanh nghip vin thng)
I.1.6. Cng thng tin
Cung cp thng tin v to cc knh giao dch thng tin
I.2

Cc knh thng tin chm sc khch hng

I.2.1. Tip nhn, tr li qua in thoi

STT Hot ng

Yu cu

1. Tip nhn - Ging ni r rng, thn thin, ci m

cuc gi
- Xng danh s r rng, ng theo quy nh
2.

- Lm r vn ca khch hng, c s phn hi thch hp

Khai thc
- Khng ngt li, cao ging, nhn ging vi khch hng.
thng tin
- t nhng cu hi gi m c chi tit thng tin

3.

- Ghi li thng tin:

S thu bao
Tn khch hng
S in thoi lin h
Tip nhn
thng tin

a ch hin ti
Thi gian gi
M hng s dng hoc c nhu cu mua
Ni dung phn nh
nh gi v x l s b
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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

STT
4.

Hot ng

Yu cu

- Kim tra ng cc thng tin lin quan n s in thoi gi

Kim tra ln.
v
tm
- Xc nh ng vn ca khch hng
kim thng
- Tra cu d liu nhanh v chnh xc cung cp cho khch
tin
hng

5.1.

- Cht lng phc v phi c a ln hng u

- X l tnh hung phi y , chnh xc
Tnh
- Cung cp, a ra cc gii php c li cho khch hng
hung tr
- Khuyn khch khch hng lin h li khi c nhu cu
li ngay
- Nhng thng tin khng lin quan n cng ty c th hng dn
khch hng lin lc qua cc tng i t vn khc.

5.2.

- Khi nhng vn ca khch hng cn tip nhn x l, xin

li khch hng, cn nu r l do v sao tip nhn, v gii thch
Tnh
hung tr l do quy nh ca cng ty
li
sau - Phi xin php khch hng trc khi chuyn my qua cp trn.
hoc
- Khi hn ngy tr li vn ca khch hng cn hn ngy chnh
chuyn tip xc, nu cha gii quyt xong th n ngy cng phi gi li
gii thch cho s chm tr ny v mong khch hng thng cm.

6.

- Ghi nhn y thng tin v vic gii quyt vn :

Cp nht
v ghi chp
thng tin

S thu bao, tn khch hng, a ch, s lin h li.

Vn ca khch hng
Kt qu x l
Nhng vn lu khc (nu c)

7.

- S dng nhng mu cu chun:

Kt
thc
cuc gi

D a/c cn h tr thng tin g na khng !

Khi no cn h tr thng tin, a/c vui lng lin h li tng i

Em cm n, em cho a/c !
Trng hp cn thit: nhn vin giao dch s gi in thoi trc tip n
ngi dn;

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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

Trng hp/tnh hung khn cp v thin tai, ch ha: s chn file hng
dn (file m thanh), ngi dn gi vo s nghe hng dn tng trng hp
c th.
I.2.2. Tip nhn, tr li qua SMS
Ngi dn c nhu cu tra cu tnh trng h s ( np):
Son tin nhn SMA: [dvc] [m h s], nhn n s ngn xxxx.
Trung tm Giao dch s nhn li 01 bn tin v tnh trng h s, bao gm: tn h
s, m h s, kt qu (hon thnh, thiu h s g, h s ang u)

Trng hp/tnh hung khn cp v thin tai, ch ha: Trung tm Giao

dch s nhn tin hng lot n ngi dn thng bo hoc hng dn tng
trng hp c th.
I.2.3. Tip nhn, tr li Email
STT

Hot ng

Yu cu

1. Tip nhn - Ch kim tra email n thng xuyn khng b st

email
email no.
2.

- Ghi li thng tin:

Tip nhn
thng tin
trong email

3. Kim tra
v
tm
kim thng
tin
4.1. Tnh
hung tr
li ngay

Tn khch hng
a ch email
Thi gian gi email
Nhu cu khch hng mun tm hiu: sn phm, sau bn hng,
khuyn mi
nh gi s b
- Kim tra cc thng tin khch hng lin quan n a ch
email trn
- Kim tra v xc nh ng vn khch hng mun trao i
- Tra cu thng tin trn h thng tr li cho khch hng
- Thng tin tr li cho khch hng cn y , chnh xc
- T vn cho khch hng nhng gii php c li cho khch
hng nht
- Email c ni dung khng nm trong phm vi ca cng ty c
th gi email phn hi gii thch, ng thi khuyn khch
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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

STT

Hot ng

Yu cu
khch hng lin h li khi c nhu cu.
- nh km file thng tin, thng bo khuyn mi (nu c).

4.2.

- Nhng email c yu cu kh ngoi kh nng gii quyt ca

nhn vin tip nhn, c th lin h vi cp trn hoc yu cu h
Trng
hp tr li tr t cng ty ly thng tin. Gi email cho khch hng hn
sau
hoc ngy tr li.
chuyn tip
- Ngay khi c cu tr li cn gi ngay email tr li cho khch
hng

5.

- Cp nht y thng tin v vic gii quyt vn ca

khch hng:
Tn khch hng, s in thoi (nu c), a ch lin h, a
Cp nht
ch email
v lu tr
Yu cu, ngh ca khch hng
thng tin
Kt qu x l
Bo mt thng tin khch hng

6.

- Email hi p phi ng theo mu quy nh c sn, ng a

ch email ca khch hng.
Tr
email

- Nn tr li email cng sm cng tt, c gng tr li tt c

li cc email trong vng 24h.
- Cho khch hng, cm n, tm bit, khuyn khch khch
hng lin h li khi c nhu cu.
- Cn s dng ch k in t cui bc mail.

I.2.4. Tip nhn, tr li Webchat

STT

Hot ng

Yu cu

1. Tip nhn - Khi khch hng s dng chc nng trao i trc tuyn trn
cuc trao Cng, nhn vin tip nhn nhn c c ni dung trao i t
i
trc ca s chat trn mn hnh.
tuyn
- S dng cu cho chun, ng quy nh
2. Tip nhn - Ch ng t cu hi tm hiu thng tin v yu cu ca
v
khai khch hng
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Trung tm Giao dch Cng ngh thng tin v truyn thng Nng

STT

Hot ng

Yu cu
- Ghi li thng tin khch hng: thi gian khch hng lin h,
tn khch hng, s in thoi, a ch lin lc, a ch email

thc thng
tin

- Cp nht vn ca khch hng

- Phi c s phn hi thch hp vi khch hng th hin s
lng nghe, s dng nhng cu khuyn khch.
- Cn xc minh bit khch hng trnh by xong vn
ca h cha.

3. Kim tra - Kim tra xc nhn thng tin khch hng cung cp.
v
tm - Xc nh ng vn ca khch hng
kim thng - S dng chng trnh tra cu d liu c cu tr li nhanh
tin
v chnh xc cho khch hng
4.1. Tr
li
khch hng
(Tnh
hung gii
p ngay)

- Thng tin v Cng ty

- Thng tin v sn phm v dch v ca Cng ty
- Cc thng tin v Th tc hnh chnh
- Cc thng tin v chnh sch bn hng, khuyn mi hin hnh

4.2.

- Trong trng hp ny cn xin s in thoi hoc email ca

Tr
li khch hng lin h li v hn ngy tr li
khch hng
- Nhng vn cha c cp nht hoc cha thng nht
(Tnh
thng tin cung cp cho khch hng, nhng thng tin hoc vn
hung gii
cn phi c thi gian x l theo quy nh ca Cng ty.
p sau)
- Phi tr li khch hng ng hn

5.

- Lu li ni dung cuc trao i vi khch hng trn h thng

Lu
li
- Lu li thng tin khch hng Tn khch hng, s in thoi,
thng tin
a ch email, a ch lin h
khch hng
- Nhng vn cn trao i khc

6. Kt
thc - Cm n v cho tm bit khch hng chuyn nghip, r
trao
i rng, rnh mch, va nghe, lch s, hp l theo tng trng hp
trc tuyn c th.
I.2.6. Cung cp thng tin v tip nhn, tr li Cng thng tin
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II.

PHNG N CHM SC NGI DN

II.1

Cc hot ng chm sc
Cc ni dung chnh chm sc khc hng nh sau:

STT

Ni dung

Phng tin, cng c

Hnh thc

Hng dn s dng, gii p thc in thoi, SMS, Portal, Th ng v

mc cho ngi dn;
Webchat, Email
ch ng

Chc mng ngi dn u t nhn in thoi, SMS, Portal, Ch ng

cc dp sinh nht, ngy l, ngy Email
ngh;

Thng tin kp thi cho ngi dn in thoi, SMS, Portal, Ch ng

cc chnh sch, ch trng mi Email
ca Chnh quyn thnh ph;

Qung b cc s kin ca Thnh in thoi, SMS, Portal, Ch ng

ph;
Email

Lu tr thng tin ngi dn (h CzRM (lu thng tin

v tn, a ch, in thoi, sn khch hng giao dch trn
phm s dng, ni dung chm tt c cc knh giao tip)
sc, s ln chm sc, v.v..)

Cc ni dung chm sc khc theo

yu cu

II.2

Th ng v
ch ng

Phng n kt ni mng

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Hnh 2: M hnh kt ni Contact Center

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