{"id":10652,"date":"2023-09-14T08:00:51","date_gmt":"2023-09-14T01:00:51","guid":{"rendered":"https:\/\/vbee.ai\/blog\/?p=10652"},"modified":"2023-09-13T17:27:33","modified_gmt":"2023-09-13T10:27:33","slug":"chi-so-call-center-analytics","status":"publish","type":"post","link":"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/","title":{"rendered":"5 Ch\u1ec9 s\u1ed1 Call Center Analytics \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c"},"content":{"rendered":"<p><strong>V\u1edbi nh\u1eefng doanh nghi\u1ec7p s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i \u1ea3o Call Center th\u00ec ch\u1ec9 s\u1ed1 Call Center Analytics lu\u00f4n \u0111\u01b0\u1ee3c quan t\u00e2m h\u00e0ng \u0111\u1ea7u. V\u1eady ch\u1ec9 s\u1ed1 n\u00e0y l\u00e0 g\u00ec? Trong b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y, h\u00e3y c\u00f9ng <a href=\"https:\/\/www.vbee.ai\/\">Vbee<\/a> t\u00ecm hi\u1ec3u k\u1ef9 h\u01a1n v\u1ec1 \u00fd ngh\u0129a c\u1ee7a c\u00e1c ch\u1ec9 s\u1ed1 Call Center Analytics nh\u00e9. <\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_75 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">M\u1ee4C L\u1ee4C<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#Chi_so_Call_Center_Analytics_la_gi\" >Ch\u1ec9 s\u1ed1 Call Center Analytics l\u00e0 g\u00ec?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#Tam_quan_trong_cua_chi_so_Call_Center_Analytics\" >T\u1ea7m quan tr\u1ecdng c\u1ee7a ch\u1ec9 s\u1ed1 Call Center Analytics<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#5_chi_so_Call_Center_Analytics_giup_doanh_nghiep_danh_gia_hieu_suat_hoat_dong\" >5 ch\u1ec9 s\u1ed1 Call Center Analytics gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t ho\u1ea1t \u0111\u1ed9ng<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#Customer_Satisfaction_Score\" >Customer Satisfaction Score<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#Chi_so_Retention_Rate\" >Ch\u1ec9 s\u1ed1 Retention Rate<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#Service_level_Agreement\" >Service level Agreement<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#Chi_so_Call_Center_Analytics_AWT\" >Ch\u1ec9 s\u1ed1 Call Center Analytics AWT<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/vbee.ai\/blog\/chi-so-call-center-analytics\/#Average_Handle_Time\" >Average Handle Time<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Chi_so_Call_Center_Analytics_la_gi\"><\/span>Ch\u1ec9 s\u1ed1 Call Center Analytics l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Call Center Analytics l\u00e0 qu\u00e1 tr\u00ecnh thu th\u1eadp, ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 m\u00e0 m\u1ecdi doanh nghi\u1ec7p \u0111\u1ec1u c\u1ea7n ph\u1ea3i th\u1ef1c hi\u1ec7n khi s\u1eed d\u1ee5ng t\u1ed5ng \u0111\u00e0i \u1ea3o. Call Center Analytics bao g\u1ed3m c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0:<\/p>\n<ul>\n<li>Customer Satisfaction Score &#8211; Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng CSAT.<\/li>\n<li>Retention rate &#8211; T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n<li>Service level Agreement &#8211; SLA.<\/li>\n<li>AWT &#8211; Th\u1eddi gian ch\u1edd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li>Average Handle Time &#8211; Th\u1eddi gian trung b\u00ecnh x\u1eed l\u00fd cu\u1ed9c g\u1ecdi AHT.<\/li>\n<\/ul>\n<figure id=\"attachment_10654\" aria-describedby=\"caption-attachment-10654\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10654 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-3.jpg\" alt=\"ch\u1ec9 s\u1ed1 Call Center Analytics\" width=\"768\" height=\"697\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-3.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-3-441x400.jpg 441w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-10654\" class=\"wp-caption-text\">Call Center Analytics bao g\u1ed3m c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 cu\u1ed9c g\u1ecdi c\u1ee7a doanh nghi\u1ec7p. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h2><span class=\"ez-toc-section\" id=\"Tam_quan_trong_cua_chi_so_Call_Center_Analytics\"><\/span>T\u1ea7m quan tr\u1ecdng c\u1ee7a ch\u1ec9 s\u1ed1 Call Center Analytics<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Kh\u00f4ng th\u1ec3 ph\u1ee7 nh\u1eadn Call Center \u0111\u00f3ng vai tr\u00f2 h\u1ed7 tr\u1ee3 \u0111\u1eafc l\u1ef1c doanh nghi\u1ec7p trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Th\u00f4ng qua c\u00e1c cu\u1ed9c g\u1ecdi Call Center, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu th\u1eadp th\u00f4ng tin kh\u00e1ch h\u00e0ng, hi\u1ec3u c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng \u0111ang quan t\u00e2m, g\u1eb7p ph\u1ea3i \u0111\u1ec3 t\u1eeb \u0111\u00f3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n, c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p.<\/p>\n<p>Tuy nhi\u00ean, \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 n\u00e0y, vi\u1ec7c quan t\u00e2m \u0111\u1ebfn c\u00e1c ch\u1ec9 s\u1ed1 Call Center Analytics l\u00e0 \u0111i\u1ec1u v\u00f4 c\u00f9ng quan tr\u1ecdng. Call Center Analytics cho bi\u1ebft hi\u1ec7u su\u1ea5t ho\u1ea1t \u0111\u1ed9ng c\u1ee7a t\u1ed5ng \u0111\u00e0i. Ch\u1ec9 khi Call Center ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p m\u1edbi c\u00f3 th\u1ec3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, t\u1ef7 l\u1ec7 b\u00e1n h\u00e0ng v\u00e0 s\u1ef1 g\u1eafn b\u00f3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<figure id=\"attachment_10653\" aria-describedby=\"caption-attachment-10653\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10653 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-2.jpg\" alt=\"ch\u1ec9 s\u1ed1 Call Center Analytics\" width=\"768\" height=\"693\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-2.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-2-443x400.jpg 443w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-10653\" class=\"wp-caption-text\">Ch\u1ec9 s\u1ed1 Call Center Analytics gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n ph\u00f9 h\u1ee3p. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h2><span class=\"ez-toc-section\" id=\"5_chi_so_Call_Center_Analytics_giup_doanh_nghiep_danh_gia_hieu_suat_hoat_dong\"><\/span>5 ch\u1ec9 s\u1ed1 Call Center Analytics gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t ho\u1ea1t \u0111\u1ed9ng<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>5 ch\u1ec9 s\u1ed1 Call Center Analytics doanh nghi\u1ec7p c\u1ea7n quan t\u00e2m g\u1ed3m:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Customer_Satisfaction_Score\"><\/span>Customer Satisfaction Score<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Customer Satisfaction Score (CSAT) l\u00e0 ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, gi\u00fap doanh nghi\u1ec7p bi\u1ebft \u0111\u01b0\u1ee3c c\u1ea3m nh\u1eadn, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh mua c\u0169ng nh\u01b0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. \u0110\u1ec3 thu th\u1eadp ch\u1ec9 s\u1ed1 n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c b\u1ea3ng kh\u1ea3o s\u00e1t v\u1edbi m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi ng\u1eafn d\u00e0nh cho kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. V\u00ed d\u1ee5 nh\u01b0:<\/p>\n<ul>\n<li>B\u1ea1n h\u00e0i l\u00f2ng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u1edf m\u1ee9c n\u00e0o?<\/li>\n<li>B\u1ea1n c\u1ea3m th\u1ea5y nh\u01b0 th\u1ebf n\u00e0o khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5?<\/li>\n<\/ul>\n<p>L\u00fac n\u00e0y, ch\u1ec9 s\u1ed1 CSAT (%) s\u1ebd \u0111\u01b0\u1ee3c t\u00ednh theo c\u00f4ng th\u1ee9c: S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng\/ T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng tham gia \u0111\u00e1nh gi\u00e1 x 100. V\u00e0 k\u1ebft qu\u1ea3 nh\u1eadn \u0111\u01b0\u1ee3c s\u1ebd t\u01b0\u01a1ng \u1ee9ng:<\/p>\n<ul>\n<li>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng th\u1ea5p: 0 &#8211; 40%.<\/li>\n<li>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ch\u1ea5p nh\u1eadn: 40 &#8211; 60%.<\/li>\n<li>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ed1t: 60 &#8211; 80%.<\/li>\n<li>M\u1ee9c \u0111\u1ed9 tuy\u1ec7t v\u1eddi: 80 &#8211; 100%.<\/li>\n<\/ul>\n<p>Nh\u00ecn chung, vi\u1ec7c n\u1eafm r\u00f5 ch\u1ec9 s\u1ed1 Call Center Analytics CSAT s\u1ebd l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110\u1ed3ng th\u1eddi c\u00f3 th\u1ec3 so s\u00e1nh v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u01b0a ra nh\u1eefng gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n ph\u00f9 h\u1ee3p, hi\u1ec7u qu\u1ea3.<\/p>\n<figure id=\"attachment_10655\" aria-describedby=\"caption-attachment-10655\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10655 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-4.jpg\" alt=\"ch\u1ec9 s\u1ed1 Call Center Analytics\" width=\"768\" height=\"512\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-4.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-4-600x400.jpg 600w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-10655\" class=\"wp-caption-text\">Customer Satisfaction Score &#8211; ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, c\u01a1 s\u1edf \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Chi_so_Retention_Rate\"><\/span>Ch\u1ec9 s\u1ed1 Retention Rate<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Trong c\u00e1c ch\u1ec9 s\u1ed1 Call Center Analytics, Retention Rate bi\u1ec3u th\u1ecb t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. T\u1ef7 l\u1ec7 n\u00e0y \u0111\u01b0\u1ee3c t\u00ednh theo c\u00f4ng th\u1ee9c Retention Rate = ((E-N) \/ S) x 100. Trong \u0111\u00f3:<\/p>\n<ul>\n<li>E l\u00e0 s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng cu\u1ed1i s\u1eed d\u1ee5ng c\u1ee7a m\u1ed9t kho\u1ea3ng giai \u0111o\u1ea1n nh\u1ea5t \u0111\u1ecbnh.<\/li>\n<li>N l\u00e0 t\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng trong kho\u1ea3ng th\u1eddi gian \u0111\u00f3.<\/li>\n<li>S l\u00e0 s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u1ea7u ho\u1eb7c cu\u1ed1i k\u1ef3.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Service_level_Agreement\"><\/span>Service level Agreement<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Service level Agreement (SLA) l\u00e0 ch\u1ec9 s\u1ed1 cho bi\u1ebft t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c ti\u1ebfp nh\u1eadn tr\u1ea3 l\u1eddi trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh. N\u1ebfu SLA c\u1ee7a doanh nghi\u1ec7p l\u00e0 80\/20, t\u1ee9c l\u00e0 doanh nghi\u1ec7p \u0111\u00e3 tr\u1ea3 l\u1eddi h\u01a1n 80% cu\u1ed9c g\u1ecdi trong 20 gi\u00e2y. Ch\u1ec9 s\u1ed1 SLA c\u00e0ng cao khi m\u1ed9t nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n tr\u1ea3 l\u1eddi cu\u1ed9c g\u1ecdi t\u1eeb kh\u00e1ch h\u00e0ng c\u00e0ng nhanh.<\/p>\n<p>Ch\u1ec9 s\u1ed1 SLA kh\u00f4ng c\u00f3 ti\u00eau chu\u1ea9n c\u1ed1 \u0111\u1ecbnh, th\u01b0\u1eddng ch\u1ec9 giao \u0111\u1ed9ng trong kho\u1ea3ng 80\/20 ho\u1eb7c 80\/30. V\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u1ef1a v\u00e0o nhu c\u1ea7u c\u0169ng nh\u01b0 mong \u0111\u1ee3i c\u1ee5 th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 thi\u1ebft l\u1eadp ch\u1ec9 s\u1ed1 n\u00e0y m\u1ed9t c\u00e1ch ph\u00f9 h\u1ee3p.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Chi_so_Call_Center_Analytics_AWT\"><\/span>Ch\u1ec9 s\u1ed1 Call Center Analytics AWT<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>AWT l\u00e0 ch\u1ec9 s\u1ed1 th\u1eddi gian ch\u1edd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. T\u1ee9c l\u00e0 th\u1eddi gian kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ec3 \u0111\u01b0\u1ee3c g\u1eb7p nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n ho\u1eb7c th\u1eddi gian ch\u1edd \u0111\u01b0\u1ee3c g\u1ecdi l\u1ea1i trong h\u1ec7 th\u1ed1ng IVR.<\/p>\n<figure id=\"attachment_10656\" aria-describedby=\"caption-attachment-10656\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10656 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-1.jpg\" alt=\"ch\u1ec9 s\u1ed1 Call Center Analytics\" width=\"768\" height=\"768\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-1.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-1-400x400.jpg 400w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-1-280x280.jpg 280w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/chi-so-call-center-analytics-1-150x150.jpg 150w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-10656\" class=\"wp-caption-text\">AWT l\u00e0 ch\u1ec9 s\u1ed1 bi\u1ec3u th\u1ecb th\u1eddi gian kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ec3 g\u1eb7p nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n ho\u1eb7c th\u1eddi gian ch\u1edd \u0111\u01b0\u1ee3c g\u1ecdi l\u1ea1i. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Average_Handle_Time\"><\/span>Average Handle Time<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Handle (AHT) &#8211; th\u1eddi gian trung b\u00ecnh x\u1eed l\u00fd cu\u1ed9c g\u1ecdi l\u00e0 ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m cu\u1ed9c g\u1ecdi nh\u1ee1 t\u1eeb kh\u00e1ch h\u00e0ng, cho th\u1ea5y hi\u1ec7u su\u1ea5t ho\u1ea1t \u0111\u1ed9ng c\u1ee7a t\u1ed5ng \u0111\u00e0i. N\u1ebfu AHT th\u1ea5p h\u01a1n 5%, h\u1ec7 th\u1ed1ng Call center c\u1ee7a doanh nghi\u1ec7p v\u1eabn \u0111ang ho\u1ea1t \u0111\u1ed9ng \u1ed5n \u0111\u1ecbnh v\u00e0 doanh nghi\u1ec7p n\u00ean k\u1ebft n\u1ed1i l\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng c\u00e0ng s\u1edbm c\u00e0ng t\u1ed1t.<\/p>\n<p>Con n\u1ebfu trong tr\u01b0\u1eddng h\u1ee3p AHT cao h\u01a1n 10%, doanh nghi\u1ec7p n\u00ean t\u00ecm hi\u1ec3u ngay l\u00fd do v\u00ec sao \u0111\u1ec3 c\u00f3 bi\u1ec7n ph\u00e1p kh\u1eafc ph\u1ee5c ph\u00f9 h\u1ee3p. Tr\u00e1nh t\u00ecnh tr\u1ea1ng b\u1ecf l\u1ee1 cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng, khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y kh\u00f4ng h\u00e0i l\u00f2ng.<\/p>\n<p>Tr\u00ean \u0111\u00e2y l\u00e0 nh\u1eefng chia s\u1ebb v\u1ec1 ch\u1ec9 s\u1ed1 Call Center Analytics. Hy v\u1ecdng qua nh\u1eefng chia s\u1ebb n\u00e0y, doanh nghi\u1ec7p r\u00f5 h\u01a1n c\u00e1ch \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a Call Center v\u00e0 c\u00f3 nh\u1eefng gi\u1ea3i ph\u00e1p \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p n\u1ebfu c\u1ea7n thi\u1ebft \u0111\u1ec3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/p>\n<p>Ngu\u1ed3n tham kh\u1ea3o:<\/p>\n<ul>\n<li>StringeeX (01\/08\/2023), 5 ch\u1ec9 s\u1ed1 Call center analytics gi\u00fap doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng telesales, [online] stringeex.com. C\u00f3 t\u1ea1i: https:\/\/stringeex.com\/vi\/blog\/post\/chi-so-call-center-analytics#:~:text=C%C3%A1c%20ch%E1%BB%89%20s%E1%BB%91%20call%20center,AHT%20(Average%20Handle%20Time).<\/li>\n<li>Omicall (01\/08\/2023),Top 5 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 Telesales, [online] omicall.com. C\u00f3 t\u1ea1i: https:\/\/omicall.com\/chi-so-do-luong-hieu-qua-telesales\/<\/li>\n<\/ul>\n\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-bottom\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;10652&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;bottom&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;0&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;0&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;5&quot;,&quot;greet&quot;:&quot;\u0110\u00e1nh gi\u00e1 b\u00e0i vi\u1ebft&quot;,&quot;legend&quot;:&quot;0\\\/5 - (0 b\u00ecnh ch\u1ecdn)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;5 Ch\u1ec9 s\u1ed1 Call Center Analytics \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c&quot;,&quot;width&quot;:&quot;0&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 0px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 19.2px;\">\n            <span class=\"kksr-muted\">\u0110\u00e1nh gi\u00e1 b\u00e0i vi\u1ebft<\/span>\n    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>V\u1edbi nh\u1eefng doanh nghi\u1ec7p s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i \u1ea3o Call Center th\u00ec ch\u1ec9 s\u1ed1 Call Center Analytics lu\u00f4n \u0111\u01b0\u1ee3c quan t\u00e2m h\u00e0ng \u0111\u1ea7u. V\u1eady ch\u1ec9 s\u1ed1 n\u00e0y l\u00e0 g\u00ec? Trong b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y, h\u00e3y c\u00f9ng Vbee t\u00ecm hi\u1ec3u k\u1ef9 h\u01a1n v\u1ec1 \u00fd ngh\u0129a c\u1ee7a c\u00e1c ch\u1ec9 s\u1ed1 Call Center Analytics nh\u00e9. Ch\u1ec9 [&#8230;]\n","protected":false},"author":7,"featured_media":10654,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[99],"tags":[],"class_list":["post-10652","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ky-nang-ban-hang"],"_links":{"self":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/10652","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/comments?post=10652"}],"version-history":[{"count":3,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/10652\/revisions"}],"predecessor-version":[{"id":10659,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/10652\/revisions\/10659"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media\/10654"}],"wp:attachment":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media?parent=10652"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/categories?post=10652"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/tags?post=10652"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}