{"id":9504,"date":"2023-10-06T08:00:54","date_gmt":"2023-10-06T01:00:54","guid":{"rendered":"https:\/\/vbee.ai\/blog\/?p=9504"},"modified":"2023-10-05T17:15:54","modified_gmt":"2023-10-05T10:15:54","slug":"acd-la-gi","status":"publish","type":"post","link":"https:\/\/vbee.ai\/blog\/acd-la-gi\/","title":{"rendered":"ACD l\u00e0 g\u00ec v\u00e0 c\u00e1ch ho\u1ea1t \u0111\u1ed9ng trong Call Center?"},"content":{"rendered":"<p><strong>D\u00f9 n\u1eb1m trong h\u1ec7 th\u1ed1ng Call Center nh\u01b0ng c\u00e1i t\u00ean ACD v\u1eabn c\u00f2n kh\u00e1 l\u1ea1 l\u1eabm v\u1edbi nhi\u1ec1u ng\u01b0\u1eddi d\u00f9ng. V\u1eady ACD l\u00e0 g\u00ec? N\u00f3 \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng v\u00e0 ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o trong Call Center. C\u00f9ng <a href=\"https:\/\/vbee.ai\/\">Vbee.ai<\/a> t\u00ecm hi\u1ec3u k\u1ef9 h\u01a1n trong b\u00e0i vi\u1ebft sau \u0111\u00e2y 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\/acd-la-gi\/#ACD_la_gi\" >ACD 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\/acd-la-gi\/#Quy_trinh_hoat_dong_cua_ACD\" >Quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a ACD<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/#Buoc_1_Xac_dinh_muc_dich_cuoc_goi\" >B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00edch cu\u1ed9c g\u1ecdi<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/#Buoc_2_Phan_phoi_cuoc_goi\" >B\u01b0\u1edbc 2: Ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi<\/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\/acd-la-gi\/#Buoc_3_Chuyen_cuoc_goi_toi_nhan_vien_tong_dai\" >B\u01b0\u1edbc 3: Chuy\u1ec3n cu\u1ed9c g\u1ecdi t\u1edbi nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/#Trong_he_thong_Call_Center_vai_tro_cua_ACD_la_gi\" >Trong h\u1ec7 th\u1ed1ng Call Center vai tr\u00f2 c\u1ee7a ACD l\u00e0 g\u00ec?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/#Dieu_phoi_do_chuong\" >\u0110i\u1ec1u ph\u1ed1i \u0111\u1ed5 chu\u00f4ng<\/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\/acd-la-gi\/#Thoi_gian_do_chuong\" >Th\u1eddi gian \u0111\u1ed5 chu\u00f4ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/#Xu_ly_khi_ban_may\" >X\u1eed l\u00fd khi b\u1eadn m\u00e1y<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/#Dang_nhap_dong_cac_may_nhanh_trong_nhom\" >\u0110\u0103ng nh\u1eadp \u0111\u1ed9ng c\u00e1c m\u00e1y nh\u00e1nh trong nh\u00f3m<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/#Loi_ich_cua_ACD_trong_Call_Center\" >L\u1ee3i \u00edch c\u1ee7a ACD trong Call Center<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"ACD_la_gi\"><\/span>ACD l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>L\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng trong h\u1ec7 th\u1ed1ng Call Center nh\u01b0ng kh\u00f4ng ph\u1ea3i ai c\u0169ng bi\u1ebft ACD l\u00e0 g\u00ec?<\/p>\n<p>ACD, t\u00ean \u0111\u1ea7y \u0111\u1ee7 Automatic Call Distribution, l\u00e0 m\u1ed9t t\u00ednh n\u0103ng quan tr\u1ecdng trong h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i Call Center th\u1ef1c hi\u1ec7n nhi\u1ec7m v\u1ee5 ph\u00e2n ph\u1ed1i t\u1ef1 \u0111\u1ed9ng c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i. T\u00ednh n\u0103ng n\u00e0y c\u1ef1c k\u1ef3 h\u1eefu \u00edch v\u1edbi doanh nghi\u1ec7p c\u00f3 nhi\u1ec1u nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i, c\u00f3 nhi\u1ec1u chi nh\u00e1nh Contact Center hay doanh nghi\u1ec7p th\u01b0\u1eddng xuy\u00ean ph\u1ea3i ti\u1ebfp nh\u1eadn s\u1ed1 l\u01b0\u1ee3ng l\u1edbn cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng trong ng\u00e0y.<\/p>\n<figure id=\"attachment_9508\" aria-describedby=\"caption-attachment-9508\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9508 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-3.jpg\" alt=\"ACD l\u00e0 g\u00ec\" width=\"768\" height=\"665\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-3.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-3-462x400.jpg 462w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9508\" class=\"wp-caption-text\">L\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng trong h\u1ec7 th\u1ed1ng Call Center nh\u01b0ng kh\u00f4ng ph\u1ea3i ai c\u0169ng bi\u1ebft ACD l\u00e0 g\u00ec. (Ngu\u1ed3n: Freepik.com)<\/figcaption><\/figure>\n<p>Khi thi\u1ebft l\u1eadp ACD, doanh nghi\u1ec7p n\u00ean v\u00e0o m\u1ed9t s\u1ed1 ti\u00eau ch\u00ed:<\/p>\n<ul>\n<li>Th\u1eddi gian.<\/li>\n<li>K\u1ef9 n\u0103ng c\u1ee7a nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i.<\/li>\n<li>ID, l\u1ecbch s\u1eed ng\u01b0\u1eddi g\u1ecdi.<\/li>\n<li>M\u1ee9c \u0111\u1ed9 quan tr\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li>Ph\u00edm b\u1ea5m t\u01b0\u01a1ng t\u00e1c IVR.<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Quy_trinh_hoat_dong_cua_ACD\"><\/span>Quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a ACD<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Kh\u00f4ng ch\u1ec9 hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00e1i ni\u1ec7m ACD l\u00e0 g\u00ec, doanh nghi\u1ec7p c\u0169ng c\u1ea7n n\u1eafm r\u00f5 qu\u00e1 tr\u00ecnh ACD ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i s\u1ebd \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n qua c\u00e1c b\u01b0\u1edbc nh\u01b0 sau:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Buoc_1_Xac_dinh_muc_dich_cuoc_goi\"><\/span>B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00edch cu\u1ed9c g\u1ecdi<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>X\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00edch cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ea7u ti\u00ean gi\u00fap ACD c\u00f3 th\u1ec3 ph\u00e2n b\u1ed5 cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c. Vi\u1ec7c th\u1ef1c hi\u1ec7n ph\u00e2n lo\u1ea1i qua th\u1ec3 th\u1ef1c hi\u1ec7n b\u1eb1ng m\u1ed9t trong c\u00e1c c\u00e1ch:<\/p>\n<p>\u1ee8ng d\u1ee5ng IVR h\u01b0\u1edbng d\u1eabn kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn v\u1ea5n \u0111\u1ec1 c\u1ea7n gi\u1ea3i quy\u1ebft th\u00f4ng qua vi\u1ec7c b\u1ea5m ph\u00edm ch\u1ecdn s\u1ed1 t\u01b0\u01a1ng \u1ee9ng v\u1edbi c\u00fa ph\u00e1p m\u00e0 IVR \u0111\u01b0a ra.<br \/>\nNh\u1eadn d\u1ea1ng s\u1ed1 \u0111i\u1ec7n tho\u1ea1i \u0111\u00e3 t\u1eebng g\u1ecdi v\u00e0o h\u1ec7 th\u1ed1ng, ki\u1ec3m tra l\u1ecbch s\u1eed cu\u1ed9c g\u1ecdi nh\u1eb1m gi\u00fap x\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<figure id=\"attachment_9510\" aria-describedby=\"caption-attachment-9510\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9510 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-5.jpg\" alt=\"ACD l\u00e0 g\u00ec\" width=\"768\" height=\"511\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-5.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-5-601x400.jpg 601w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9510\" class=\"wp-caption-text\">X\u00e1c \u0111\u1ecbnh m\u1ee5c \u0111\u00edch cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ea7u ti\u00ean gi\u00fap ACD ph\u00e2n b\u1ed5 cu\u1ed9c g\u1ecdi \u0111\u1ebfn nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i ch\u00ednh x\u00e1c. (Ngu\u1ed3n: Freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Buoc_2_Phan_phoi_cuoc_goi\"><\/span>B\u01b0\u1edbc 2: Ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Sau khi \u0111\u00e3 n\u1eafm r\u00f5 m\u1ee5c \u0111\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, ACD s\u1ebd ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi v\u1ec1 nh\u00e1nh ph\u00f9 h\u1ee3p v\u00e0 \u0111\u01b0a v\u00e0o h\u00e0ng \u0111\u1ee3i &#8211; n\u01a1i c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c \u201cx\u1ebfp h\u00e0ng\u201d \u0111\u1ec3 ch\u1edd nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i ti\u1ebfp nh\u1eadn x\u1eed l\u00fd. Cu\u1ed9c g\u1ecdi trong h\u00e0ng \u0111\u1ee3i s\u1ebd \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i theo m\u1ed9t s\u1ed1 ti\u00eau ch\u00ed nh\u01b0 th\u1eddi gian ch\u1edd c\u1ee7a kh\u00e1ch h\u00e0ng, t\u00ednh kh\u1ea3 d\u1ee5ng hay k\u1ef9 n\u0103ng t\u01b0 v\u1ea5n c\u1ee7a nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Buoc_3_Chuyen_cuoc_goi_toi_nhan_vien_tong_dai\"><\/span>B\u01b0\u1edbc 3: Chuy\u1ec3n cu\u1ed9c g\u1ecdi t\u1edbi nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u1ede b\u01b0\u1edbc ho\u1ea1t \u0111\u1ed9ng cu\u1ed1i c\u00f9ng c\u1ee7a ACD, cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i ti\u1ebfp nh\u1eadn. Tuy nhi\u00ean, khi k\u1ebft n\u1ed1i kh\u00f4ng kh\u1ea3 d\u1ee5ng, \u0111\u1ec3 tr\u00e1nh t\u00ecnh tr\u1ea1ng kh\u00e1ch kh\u00f3 ch\u1ecbu, kh\u00f4ng h\u00e0i l\u00f2ng, t\u1ed5ng \u0111\u00e0i c\u00f3 th\u1ec3 ti\u1ebfn h\u00e0nh ph\u00e1t nh\u1ea1c ch\u1edd, \u0111\u1ecdc th\u00f4ng b\u00e1o t\u00ecnh tr\u1ea1ng ch\u1edd ho\u1eb7c th\u00f4ng b\u00e1o cho nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i v\u1ec1 t\u00ecnh tr\u1ea1ng ch\u1edd c\u1ee7a kh\u00e1ch.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Trong_he_thong_Call_Center_vai_tro_cua_ACD_la_gi\"><\/span>Trong h\u1ec7 th\u1ed1ng Call Center vai tr\u00f2 c\u1ee7a ACD l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Trong h\u1ec7 th\u1ed1ng Call Center, ACD th\u1ef1c hi\u1ec7n c\u00e1c nhi\u1ec7m v\u1ee5 sau:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Dieu_phoi_do_chuong\"><\/span>\u0110i\u1ec1u ph\u1ed1i \u0111\u1ed5 chu\u00f4ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li>\u0110\u1ed5 chu\u00f4ng c\u00f9ng l\u00fac: chu\u00f4ng reo \u1edf t\u1ea5t c\u1ea3 c\u00e1c m\u00e1y v\u00e0 s\u1ebd t\u1ef1 \u0111\u1ed9ng t\u1eaft khi c\u00f3 m\u00e1y ti\u1ebfp nh\u1eadn cu\u1ed9c g\u1ecdi.<\/li>\n<li>\u0110\u1ed5 chu\u00f4ng l\u1ea7n l\u01b0\u1ee3t: chu\u00f4ng reo m\u00e1y 1, tr\u01b0\u1eddng h\u1ee3p m\u00e1y 1 \u0111ang c\u00f3 cu\u1ed9c g\u1ecdi kh\u00e1c s\u1ebd chuy\u1ec3n sang m\u00e1y 2.<\/li>\n<li>\u0110\u1ed5 chu\u00f4ng xoay v\u00f2ng: chu\u00f4ng reo xoay v\u00f2ng cho to\u00e0n b\u1ed9 m\u00e1y c\u1ee7a nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i.<\/li>\n<li>\u0110\u1ed5 chu\u00f4ng ng\u1eabu nhi\u00ean: chu\u00f4ng reo ng\u1eabu nhi\u00ean t\u1ea1i m\u1ed9t m\u00e1y nh\u00e1nh trong nh\u00f3m.<\/li>\n<li>\u0110\u1ed5 chu\u00f4ng v\u00e0o m\u00e1y ti\u1ebfp nh\u1eadn cu\u1ed9c g\u1ecdi g\u1ea7n nh\u1ea5t: chu\u00f4ng reo t\u1ea1i m\u00e1y nh\u00e1nh v\u1eeba ti\u1ebfp nh\u1eadn cu\u1ed9c g\u1ecdi g\u1ea7n nh\u1ea5t.<\/li>\n<li>\u0110\u1ed5 chu\u00f4ng m\u00e1y \u00edt cu\u1ed9c g\u1ecdi nh\u1ea5t: \u01b0u ti\u00ean chu\u00f4ng reo \u1edf m\u00e1y c\u00f3 cu\u1ed9c g\u1ecdi ti\u1ebfp nh\u1eadn \u00edt nh\u1ea5t.<\/li>\n<\/ul>\n<figure id=\"attachment_9512\" aria-describedby=\"caption-attachment-9512\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9512 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-4-1.jpg\" alt=\"ACD l\u00e0 g\u00ec\" width=\"768\" height=\"623\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-4-1.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-4-1-493x400.jpg 493w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9512\" class=\"wp-caption-text\">N\u1ebfu b\u1ea1n kh\u00f4ng bi\u1ebft, trong h\u1ec7 th\u1ed1ng Call Center, vai tr\u00f2 c\u1ee7a ACD l\u00e0 g\u00ec th\u00ec th\u1ef1c hi\u1ec7n c\u00e1c nhi\u1ec7m v\u1ee5 \u0111i\u1ec1u ph\u1ed1i \u0111\u1ed5 chu\u00f4ng ch\u00ednh l\u00e0 m\u1ed9t trong nh\u1eefng nhi\u1ec7m v\u1ee5 quan tr\u1ecdng. (Ngu\u1ed3n: Freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Thoi_gian_do_chuong\"><\/span>Th\u1eddi gian \u0111\u1ed5 chu\u00f4ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>T\u00f9y v\u00e0o t\u1eebng doanh nghi\u1ec7p c\u00f3 th\u1ec3 thi\u1ebft l\u1eadp th\u1eddi gian \u0111\u1ed5 chu\u00f4ng kh\u00e1c nhau. Tuy nhi\u00ean, th\u1eddi gian n\u00e0y ch\u1ec9 n\u00ean giao \u0111\u1ed9ng t\u1eeb 10 &#8211; 15 gi\u00e2y, t\u1ee9c kho\u1ea3ng 2-4 h\u1ed3i. \u0110\u1ec3 chu\u00f4ng \u0111\u1ed5 qu\u00e1 l\u00e2u c\u00f3 th\u1ec3 l\u00e0m gi\u1ea3m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, khi\u1ebfn h\u1ecd c\u1ea3m th\u1ea5y kh\u00f3 ch\u1ecbu, kh\u00f4ng h\u00e0i l\u00f2ng do m\u1ea5t qu\u00e1 nhi\u1ec1u th\u1eddi gian ch\u1edd \u0111\u1ee3i.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Xu_ly_khi_ban_may\"><\/span>X\u1eed l\u00fd khi b\u1eadn m\u00e1y<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Trong tr\u01b0\u1eddng h\u1ee3p m\u1ed9t m\u00e1y b\u1eadn, ACD s\u1ebd ti\u1ebfn h\u00e0nh ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng sang m\u00e1y kh\u00e1c \u0111ang r\u1ea3nh. V\u1eady nh\u01b0ng, n\u1ebfu kh\u00f4ng may to\u00e0n b\u1ed9 m\u00e1y nh\u00e1nh \u0111\u1ec1 \u0111ang b\u1eadn, h\u1ec7 th\u1ed1ng c\u00f3 th\u1ec3 th\u00f4ng b\u00e1o kh\u00e1ch h\u00e0ng ch\u1edd th\u00eam ho\u1eb7c th\u00f4ng b\u00e1o h\u1ecd g\u1ecdi l\u1ea1i sau.<\/p>\n<figure id=\"attachment_9507\" aria-describedby=\"caption-attachment-9507\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9507 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-2.jpg\" alt=\"ACD l\u00e0 g\u00ec\" width=\"768\" height=\"768\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-2.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-2-400x400.jpg 400w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-2-280x280.jpg 280w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9507\" class=\"wp-caption-text\">Trong tr\u01b0\u1eddng h\u1ee3p m\u1ed9t m\u00e1y b\u1eadn, ACD s\u1ebd ti\u1ebfn h\u00e0nh ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng sang m\u00e1y kh\u00e1c \u0111ang r\u1ea3nh. (Ngu\u1ed3n: Freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Dang_nhap_dong_cac_may_nhanh_trong_nhom\"><\/span>\u0110\u0103ng nh\u1eadp \u0111\u1ed9ng c\u00e1c m\u00e1y nh\u00e1nh trong nh\u00f3m<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>C\u00f3 nh\u1eefng th\u1eddi \u0111i\u1ec3m nh\u00e2n vi\u00ean ch\u1ec9 c\u00f3 th\u1ec3 ti\u1ebfn h\u00e0nh c\u00e1c cu\u1ed9c g\u1ecdi \u0111i m\u00e0 kh\u00f4ng th\u1ec3 ti\u1ebfp nh\u1eadn c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn. L\u00fac n\u00e0y, \u0111\u1ec3 tr\u00e1nh ACD ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi t\u1eeb kh\u00e1ch h\u00e0ng, nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i ch\u1ec9 c\u1ea7n th\u1ef1c hi\u1ec7n log-out kh\u1ecfi nh\u00f3m nghe cu\u1ed9c g\u1ecdi. Cu\u1ed9c g\u1ecdi s\u1ebd t\u1ef1 \u0111\u1ed9ng \u0111\u1ed5 v\u00e0o m\u00e1y log-in h\u1ec7 th\u1ed1ng.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Loi_ich_cua_ACD_trong_Call_Center\"><\/span>L\u1ee3i \u00edch c\u1ee7a ACD trong Call Center<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>N\u1eafm \u0111\u01b0\u1ee3c trong h\u1ec7 th\u1ed1ng Call Center vai tr\u00f2 c\u1ee7a ACD l\u00e0 g\u00ec \u1edf ph\u1ea7n tr\u00ean, ch\u1eafc h\u1eb3n, doanh nghi\u1ec7p c\u0169ng bi\u1ebft vi\u1ec7c \u1ee9ng d\u1ee5ng ACD mang l\u1ea1i v\u00f4 s\u1ed1 l\u1ee3i \u00edch trong vi\u1ec7c h\u1ed7 tr\u1ee3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n<ul>\n<li>X\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c m\u1ee5c \u0111\u00edch cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng gi\u00fap nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3, nhanh ch\u00f3ng, ti\u1ebft ki\u1ec7m th\u1eddi gian cu\u1ed9c g\u1ecdi.<\/li>\n<li>Ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi \u0111\u1ebfn c\u00e1c nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i ph\u00f9 h\u1ee3p theo c\u00e1c ti\u00eau ch\u00ed nh\u01b0 th\u1eddi gian hay k\u1ef9 n\u0103ng x\u1eed l\u00fd cu\u1ed9c g\u1ecdi. T\u1eeb \u0111\u00f3 gi\u00fap n\u00e2ng cao hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c.<\/li>\n<li>Gi\u1ea3m th\u1eddi gian kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i trong m\u1ed7i cu\u1ed9c g\u1ecdi, n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<figure id=\"attachment_9511\" aria-describedby=\"caption-attachment-9511\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9511 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-6.jpg\" alt=\"ACD l\u00e0 g\u00ec\" width=\"768\" height=\"513\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-6.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/acd-la-gi-6-599x400.jpg 599w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9511\" class=\"wp-caption-text\">Vi\u1ec7c \u1ee9ng d\u1ee5ng ACD trong call center gi\u00fap mang l\u1ea1i v\u00f4 s\u1ed1 l\u1ee3i \u00edch cho doanh nghi\u1ec7p trong vi\u1ec7c h\u1ed7 tr\u1ee3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: Freepik.com)<\/figcaption><\/figure>\n<p>Tr\u00ean \u0111\u00e2y l\u00e0 nh\u1eefng chia s\u1ebb gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc ACD l\u00e0 g\u00ec v\u00e0 quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u0169ng nh\u01b0 \u1ee9ng d\u1ee5ng c\u1ee7a ACD trong Call Center. V\u1edbi nh\u1eefng \u01b0u th\u1ebf h\u1eefu \u00edch m\u00e0 ACD mang l\u1ea1i, hy v\u1ecdng doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u1ee9ng d\u1ee5ng c\u00f4ng c\u1ee5 n\u00e0y th\u00e0nh c\u00f4ng trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n<p>Ngu\u1ed3n tham kh\u1ea3o:<\/p>\n<ul>\n<li>Bizfly Cloud (06\/08\/2023), \u0110\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi l\u00e0 g\u00ec ? Vai tr\u00f2 c\u1ee7a \u0111\u1ecbnh tuy\u1ebfn cu\u1ed9c g\u1ecdi trong Call Center, [online] bizflycloud.vn. C\u00f3 t\u1ea1i: https:\/\/bizflycloud.vn\/tin-tuc\/dinh-tuyen-cuoc-goi-la-gi-vai-tro-cua-dinh-tuyen-cuoc-goi-trong-call-center-20230526170014468.htm<\/li>\n<li>VOIP24h (06\/08\/2023), ACD l\u00e0 g\u00ec? \u1ee8ng d\u1ee5ng acd trong h\u1ec7 th\u1ed1ng call center, [online] voip24h.vn. C\u00f3 t\u1ea1i: https:\/\/voip24h.vn\/acd-la-gi-ung-dung-acd-he-thong-call-center\/<\/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;9504&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;1&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&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;5\\\/5 - (1 b\u00ecnh ch\u1ecdn)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;ACD l\u00e0 g\u00ec v\u00e0 c\u00e1ch ho\u1ea1t \u0111\u1ed9ng trong Call Center?&quot;,&quot;width&quot;:&quot;142.5&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: 142.5px;\">\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            5\/5 - (1 b\u00ecnh ch\u1ecdn)    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>D\u00f9 n\u1eb1m trong h\u1ec7 th\u1ed1ng Call Center nh\u01b0ng c\u00e1i t\u00ean ACD v\u1eabn c\u00f2n kh\u00e1 l\u1ea1 l\u1eabm v\u1edbi nhi\u1ec1u ng\u01b0\u1eddi d\u00f9ng. V\u1eady ACD l\u00e0 g\u00ec? N\u00f3 \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng v\u00e0 ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o trong Call Center. C\u00f9ng Vbee.ai t\u00ecm hi\u1ec3u k\u1ef9 h\u01a1n trong b\u00e0i vi\u1ebft sau \u0111\u00e2y nh\u00e9. ACD l\u00e0 g\u00ec? L\u00e0 m\u1ed9t c\u00f4ng [&#8230;]\n","protected":false},"author":7,"featured_media":9510,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[98],"tags":[],"class_list":["post-9504","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tin-cong-nghe"],"_links":{"self":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/9504","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=9504"}],"version-history":[{"count":7,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/9504\/revisions"}],"predecessor-version":[{"id":11440,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/9504\/revisions\/11440"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media\/9510"}],"wp:attachment":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media?parent=9504"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/categories?post=9504"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/tags?post=9504"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}