How to reduce background noise in call center
Publish: 2021-05-06 10:33:35
1. It will be better for each salesman to answer with a headset, so that there is no noise from the salesman around, and the communication will be much clearer
2. If it's not adjusted well, if it's not the middleware problem, but it's a little cheap, there must be a reason why it's cheap.
3. From the sound to improve
4. Unknown_Error
5. Domestic call center service is the second kind of value-added telecommunication service (b24-1)
domestic call center business is entrusted by enterprises and other relevant units, using the call center system and database technology connected with the public communication network or Internet to establish an information database through information collection, processing and storage, so as to provide users with business consultation, information consultation and data query services related to the unit through the public communication network
domestic call center business also includes call center system and operator agent rental service
users can access the system through fixed line telephone, fax, mobile communication terminal and computer terminal, access the database of the system, and obtain information consulting services about the unit by voice, fax, e-mail and short message. Call center business includes domestic call center business and offshore call center business
domestic call center business refers to the call center business mainly for domestic users, which is provided for domestic and foreign units by setting up a call center platform in China
to apply for the domestic call center license on behalf of Sanchuan consulting, you only need to prepare the following application materials! That's it
(1) of business license and ID card of legal representative of the company
(2) instrial and commercial archives inquiry articles of Association
(3) certificates of first-class shareholders (ID card of natural person shareholder, of business license of enterprise legal person shareholder and articles of Association for inquiry of instrial and commercial archives)
(4) ID card and social security certificate of the company's contact person, person in charge of network and information security, and person in charge of customer service
with the increasing demand of the market and a large number of businesses, the management and control will graally become strict.
domestic call center business is entrusted by enterprises and other relevant units, using the call center system and database technology connected with the public communication network or Internet to establish an information database through information collection, processing and storage, so as to provide users with business consultation, information consultation and data query services related to the unit through the public communication network
domestic call center business also includes call center system and operator agent rental service
users can access the system through fixed line telephone, fax, mobile communication terminal and computer terminal, access the database of the system, and obtain information consulting services about the unit by voice, fax, e-mail and short message. Call center business includes domestic call center business and offshore call center business
domestic call center business refers to the call center business mainly for domestic users, which is provided for domestic and foreign units by setting up a call center platform in China
to apply for the domestic call center license on behalf of Sanchuan consulting, you only need to prepare the following application materials! That's it
(1) of business license and ID card of legal representative of the company
(2) instrial and commercial archives inquiry articles of Association
(3) certificates of first-class shareholders (ID card of natural person shareholder, of business license of enterprise legal person shareholder and articles of Association for inquiry of instrial and commercial archives)
(4) ID card and social security certificate of the company's contact person, person in charge of network and information security, and person in charge of customer service
with the increasing demand of the market and a large number of businesses, the management and control will graally become strict.
6. It is necessary for the call center to carry out the special work of team risk point management and control, systematically sort out the existing problems, and establish a long-term mechanism of risk management and control through solid prevention. The author believes that the risk points of team management refer to the behaviors or management loopholes that affect the daily operation of the team, the interests of the company and employees in the process of implementing work discipline, performing work responsibilities, participating in team work and team activities
1. Multidimensional collection and management of risk points
risk points can be collected and preprocessed in multiple dimensions, such as for functional posts, because they are responsible for a certain assessment index or interface with the front desk team, so they can definitely find problems in their daily work; Then there is the team leader; Finally, there are customer service representatives. Although many risks may be problems that can be "accommodating" at ordinary times, as long as customer service representatives realize that risk control can help rece problems that may be violated, rece "stains" in their career, I believe that problems that managers can not see can also be collected
we may collect: illegal sharing of job number and account number; Misprinted company documents are not handled in a timely manner, resulting in information security risks; Due to the rest of the team leader, team members may not log in to the system on time, etc
after the risk points of management are collected, they should be pretreated
1. Integrate repetitive and similar problems to avoid too many points involved in follow-up work that cannot be fully implemented
2. For some problems that team members may not know, it is better to classify them into another category, so as to avoid "popularizing" the original small risk into a big risk in the implementation of publicity and implementation
Second, the priority team dimension is divided into multiple categories for management
sort out the categories of risk points and the risks in the implementation of priority team management, and can be divided into multiple categories according to the dimensions of management. For example, attendance, daily discipline, safety proction, etc., the purpose of classification is to locate the follow-up person and carry out the follow-up evaluation. The determination of risk level is to score according to the urgency and importance. The higher the most urgent and important level is, it is convenient to carry out the arrangement in an orderly manner, so as to avoid all landing at once, which is difficult for employees to digest. For example, the problem of job number sharing, which involves information security, is a very important and urgent problem to be solved. We can set it as five-star (high). However, the problem of employees not logging into the system on time does not have much impact on the actual proction. It is not a very urgent and important problem that needs to be solved, It can be included in Samsung (medium)< Third, discuss and formulate management measures together with relevant positions
as the risk points of team management involve all aspects, there is no way to complete the formulation and implementation of relevant measures only by one person or one position, so it is necessary to discuss and formulate measures together with relevant positions (including team leader post, functional posts of each line, etc.). When formulating specific measures, of course, it should be based on the smart principle. We should pay attention to the feasibility and evaluation. We should avoid some inculcations or slogans that stay at the level of consciousness, such as the problem of sharing job numbers. If the measures we put forward are to continue to strengthen the information security awareness of employees, it is difficult to really eliminate such problems; If we change to organize employees to change their job number password on a regular basis (many of them are temporarily borrowed e to forgetting their own job number password), the team leader will check the use of job number on a regular basis and incorporate it into the daily performance assessment of employees, which is relatively more practical and easy to evaluate< Four, focus on the implementation of management measures
all the work before the implementation of team risk point control measures can be said to be the preparation before the implementation of measures, which is more important, but the most important is the next step of the implementation of relevant measures
1. The publicity and implementation work should be solid, and there are many call center personnel. The control measures do not mean to send a notice. The working group needs to interpret the working background, relevant risk phenomena and the specific contents of the measures. Generally speaking, the publicity and implementation mode of working group team leader agent representative can be adopted, Then the working group tests the actual coverage of publicity and implementation and the mastery of employees
2. The implementation of the measures is organized. The specific control measures need to be led by the working group to carry out the deployment of the relevant functional posts. The existing ones need to be optimized, and the ones that did not need to be implemented immediately. The working group needs to verify whether they are in place one by one
3. In order to keep up with this part of the work, the management and control measures evaluation needs to be carried out by the working group in conjunction with relevant functional posts. It is suggested to make some clear differences in frequency. For example, when the risk point management and control work is started at the beginning, it may need to be evaluated weekly to ensure that the relevant work can be promoted as soon as possible and to find problems in the implementation process, If the management and control work enters the normalization stage after the implementation of one to two months, it can be evaluated every half month or once a month
4. If the follow-up optimization is to continue, we can not ignore several problems:
(1) is the measure effective? Does it need to be corrected
(2) has the phenomenon of risk points changed, decreased or increased
(3) the mobility of call center staff is relatively large. Have new employees been covered
(4) which measures are short-term and which need long-term implementation
for example, we have formulated measures for the management of waste printing paper, requiring that waste paper should be put into the shredder to be destroyed in time. However, in the actual process, it will be found that e to too few shredders, it is very difficult for employees to dispose of the paper, so it is necessary to consider applying for additional shredders; In addition, the need to waste more paper, the root cause is that we are not familiar with the operation of the copier, it is necessary to carry out a simple training. If these are concerned, I believe that the team risk management of call center will be more solid and effective.
1. Multidimensional collection and management of risk points
risk points can be collected and preprocessed in multiple dimensions, such as for functional posts, because they are responsible for a certain assessment index or interface with the front desk team, so they can definitely find problems in their daily work; Then there is the team leader; Finally, there are customer service representatives. Although many risks may be problems that can be "accommodating" at ordinary times, as long as customer service representatives realize that risk control can help rece problems that may be violated, rece "stains" in their career, I believe that problems that managers can not see can also be collected
we may collect: illegal sharing of job number and account number; Misprinted company documents are not handled in a timely manner, resulting in information security risks; Due to the rest of the team leader, team members may not log in to the system on time, etc
after the risk points of management are collected, they should be pretreated
1. Integrate repetitive and similar problems to avoid too many points involved in follow-up work that cannot be fully implemented
2. For some problems that team members may not know, it is better to classify them into another category, so as to avoid "popularizing" the original small risk into a big risk in the implementation of publicity and implementation
Second, the priority team dimension is divided into multiple categories for management
sort out the categories of risk points and the risks in the implementation of priority team management, and can be divided into multiple categories according to the dimensions of management. For example, attendance, daily discipline, safety proction, etc., the purpose of classification is to locate the follow-up person and carry out the follow-up evaluation. The determination of risk level is to score according to the urgency and importance. The higher the most urgent and important level is, it is convenient to carry out the arrangement in an orderly manner, so as to avoid all landing at once, which is difficult for employees to digest. For example, the problem of job number sharing, which involves information security, is a very important and urgent problem to be solved. We can set it as five-star (high). However, the problem of employees not logging into the system on time does not have much impact on the actual proction. It is not a very urgent and important problem that needs to be solved, It can be included in Samsung (medium)< Third, discuss and formulate management measures together with relevant positions
as the risk points of team management involve all aspects, there is no way to complete the formulation and implementation of relevant measures only by one person or one position, so it is necessary to discuss and formulate measures together with relevant positions (including team leader post, functional posts of each line, etc.). When formulating specific measures, of course, it should be based on the smart principle. We should pay attention to the feasibility and evaluation. We should avoid some inculcations or slogans that stay at the level of consciousness, such as the problem of sharing job numbers. If the measures we put forward are to continue to strengthen the information security awareness of employees, it is difficult to really eliminate such problems; If we change to organize employees to change their job number password on a regular basis (many of them are temporarily borrowed e to forgetting their own job number password), the team leader will check the use of job number on a regular basis and incorporate it into the daily performance assessment of employees, which is relatively more practical and easy to evaluate< Four, focus on the implementation of management measures
all the work before the implementation of team risk point control measures can be said to be the preparation before the implementation of measures, which is more important, but the most important is the next step of the implementation of relevant measures
1. The publicity and implementation work should be solid, and there are many call center personnel. The control measures do not mean to send a notice. The working group needs to interpret the working background, relevant risk phenomena and the specific contents of the measures. Generally speaking, the publicity and implementation mode of working group team leader agent representative can be adopted, Then the working group tests the actual coverage of publicity and implementation and the mastery of employees
2. The implementation of the measures is organized. The specific control measures need to be led by the working group to carry out the deployment of the relevant functional posts. The existing ones need to be optimized, and the ones that did not need to be implemented immediately. The working group needs to verify whether they are in place one by one
3. In order to keep up with this part of the work, the management and control measures evaluation needs to be carried out by the working group in conjunction with relevant functional posts. It is suggested to make some clear differences in frequency. For example, when the risk point management and control work is started at the beginning, it may need to be evaluated weekly to ensure that the relevant work can be promoted as soon as possible and to find problems in the implementation process, If the management and control work enters the normalization stage after the implementation of one to two months, it can be evaluated every half month or once a month
4. If the follow-up optimization is to continue, we can not ignore several problems:
(1) is the measure effective? Does it need to be corrected
(2) has the phenomenon of risk points changed, decreased or increased
(3) the mobility of call center staff is relatively large. Have new employees been covered
(4) which measures are short-term and which need long-term implementation
for example, we have formulated measures for the management of waste printing paper, requiring that waste paper should be put into the shredder to be destroyed in time. However, in the actual process, it will be found that e to too few shredders, it is very difficult for employees to dispose of the paper, so it is necessary to consider applying for additional shredders; In addition, the need to waste more paper, the root cause is that we are not familiar with the operation of the copier, it is necessary to carry out a simple training. If these are concerned, I believe that the team risk management of call center will be more solid and effective.
7. The new agent has just completed the adaptability training of call center, passed the proct knowledge test with excellent results, and mastered good communication skills. So what is lacking before the official appointment? As a new agent, what kind of knowledge do you need to know about call center
1. Occupation and instry
understand the importance of call center to the whole enterprise? You should understand that what you are doing is not just "answering the phone", but a key part of the whole business activity. This profession should be treated with sincerity, not simply as a springboard to promotion. Understand the background and development direction of this profession. This knowledge can not only help you improve employee satisfaction in the short term, but also rece turnover in the long term
2. Performance measurement
do your agents know what performance you measure every day? Explain to them how call center performance goals (such as service, efficiency, or performance) support the company's overall goals. Only when they understand the operational objectives of call centers can they clearly define their performance objectives. So that each agent should know how their performance will be measured, and how to do to improve their score
3. Human resources management
do your employees understand the importance of strictly implementing the scheling plan? Do they understand the basic process of human resource management and the impact of appropriate call processing personnel on call center cost and service? Explain to the agent how the scheling plan and scheling process are set up, and their impact on service and cost
4. Call center technology
do your agents know how their calls are transferred to the desktop? What kind of experience does the customer have when talking to them? What technologies will enable them to handle calls more effectively? Guide them to understand the whole communication process from the perspective of customers. What existing technologies can be used to improve the efficiency of call processing, and form a basic understanding of the background technology of call center
5. Customer relationship
understanding customer value can enable them to provide targeted services, and these interactions will have far-reaching significance on the level of customer retention rate. Cultivate the customer lifetime values of agents, and help them realize the important role they play in customer retention. If your call center has deployed CRM strategies and technologies, it is necessary to let front-line staff understand the impact of these strategies on call processing
for more call center information, please refer to the official website of call center construction experts of Shanghai Evo Software Technology Co., Ltd
1. Occupation and instry
understand the importance of call center to the whole enterprise? You should understand that what you are doing is not just "answering the phone", but a key part of the whole business activity. This profession should be treated with sincerity, not simply as a springboard to promotion. Understand the background and development direction of this profession. This knowledge can not only help you improve employee satisfaction in the short term, but also rece turnover in the long term
2. Performance measurement
do your agents know what performance you measure every day? Explain to them how call center performance goals (such as service, efficiency, or performance) support the company's overall goals. Only when they understand the operational objectives of call centers can they clearly define their performance objectives. So that each agent should know how their performance will be measured, and how to do to improve their score
3. Human resources management
do your employees understand the importance of strictly implementing the scheling plan? Do they understand the basic process of human resource management and the impact of appropriate call processing personnel on call center cost and service? Explain to the agent how the scheling plan and scheling process are set up, and their impact on service and cost
4. Call center technology
do your agents know how their calls are transferred to the desktop? What kind of experience does the customer have when talking to them? What technologies will enable them to handle calls more effectively? Guide them to understand the whole communication process from the perspective of customers. What existing technologies can be used to improve the efficiency of call processing, and form a basic understanding of the background technology of call center
5. Customer relationship
understanding customer value can enable them to provide targeted services, and these interactions will have far-reaching significance on the level of customer retention rate. Cultivate the customer lifetime values of agents, and help them realize the important role they play in customer retention. If your call center has deployed CRM strategies and technologies, it is necessary to let front-line staff understand the impact of these strategies on call processing
for more call center information, please refer to the official website of call center construction experts of Shanghai Evo Software Technology Co., Ltd
8. It's easy to do. Go to some 400 phone users with large business volume, or visit logistics, tourism, finance, insurance and other companies. There's a chance.
9.
With the formation of customer-oriented market and the popularity of telephone, fax, email and other means of communication, more and more enterprises begin to try this new marketing method. Today, with the development of technology, telemarketing as a fast, convenient and efficient way of marketing has been deeply rooted in the hearts of the people. Its natural advantages such as time-saving, labor-saving and low cost urge all kinds of enterprises to build their own telemarketing system platform to expand and maintain customers and increase enterprise benefits
10. Call center outsourcing service refers to the outsourcing of telemarketing, pre-sale and after-sale service, customer information management, market research and customer service to professional call center in order to improve efficiency, rece cost and provide better service. It needs to pay a certain outsourcing fee. Such a call center can be called an outsourcing call center
the advantage is that the enterprise can obtain the best service at the least cost, avoid the huge investment in time, equipment, site and personnel required by the self built call center, meet the needs of customer service in a short time, and focus more on its own advantages and focus on sales and enterprise development
the disadvantage is that the self built call center is not so flexible, so it is difficult for enterprises to customize personalized call centers according to their own needs.
the advantage is that the enterprise can obtain the best service at the least cost, avoid the huge investment in time, equipment, site and personnel required by the self built call center, meet the needs of customer service in a short time, and focus more on its own advantages and focus on sales and enterprise development
the disadvantage is that the self built call center is not so flexible, so it is difficult for enterprises to customize personalized call centers according to their own needs.
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