常规的客服质检标准有哪些?

摘要:常规的客服呼叫中心对质检没有特别要求的情况下,一般都有几个通用的客服质检标准,例如:员工出现主观故意严重违反服务规范行为,包括使用服务忌语辱骂客户

常规的客服质检标准有哪些?

常规的客服呼叫中心对质检没有特别要求的情况下,一般都有几个通用的客服质检标准,例如:员工出现主观故意严重违反服务规范行为,包括使用服务忌语辱骂客户、推诿、欺瞒客户等,如出现以下行为:

1、辱骂;

2、争吵;

3、讽刺;

4、嘲笑;

5、不文明用语;

6、推诿客户;

7、无压力情况下出现争辩;

8、无压力情况下出现反问;

9、无压力情况下出现与客户抬扛;

10、无压力情况下出现未征得客户同意强行结束通话。

11、私自联系客户;

12、与客户闲聊;

13、违反工作纪律;

14、泄露客户、内部人员信息;

15、暗示或引导客户进行升级投诉

以上均视为客服服务禁忌。

客服服务禁忌的出现,势必会让客户产生不良体验,进而升级为对员工的投诉,而投诉又会影响员工本身的绩效,最终影响到整个项目.

       当然,人工智能在客服质检领域的变革意义这点其实很容易理解,在人工智能技术,尤其是自然语言处理技术日益发达的今天,对于语音转文字以及文义解析的需求可以说很容易被满足。也许你还没想明白,那就这样试想一下:整个客服呼叫中心每一个座席的每一通电话全部都会被一个系统自动记录下来。所有通话都会被自动地转译成文字信息存储进一个可以被实时访问、查询的数据库。

    不仅如此,人工智能最大的优势便是对这些文本进行解析,分别从客服员及顾客的话语中进行断句、关键词识别、观点提取等工作。也就是说,不用一点点人工劳动,客服管理人员便能轻松的得知你每一通电话的内容,同时,系统还能自动地统计出哪些产品问题是客户们最关心的问题?并从顾客的通话内容中挖掘有用的洞察…如此一来,且不论人工智能是否能完全取代客服质检人员的工作,但它的确能在很大程度上能帮助到管理人员大大提高其质检效率,同时还能产出如实时预警、大数据洞察等额外的商业价值。

In the absence of special requirements for quality control from a regular customer service call center, there are several common standards for quality control of customer service. For example, employees commit serious subjective and intentional violations of service standards, including using service taboos to insult customers, evade responsibility, deceive customers and so on.

1, abuse;

2, quarrel;

3, irony;

4, ridicule;

5, uncivilized language;

6, evasive customers.

7, there will be no arguments when there is no pressure.

8, there will be no questioning when there is no pressure.

9, there is no pressure to appear with customers.

10, no pressure, no customer consent to force the end of the call.

11, privately contact customers;

12, chatting with customers.

13, violating work discipline;

14, disclosure of customers and internal staff information;

15, suggest or guide customers to upgrade complaints.

All above are regarded as taboo for customer service.

Customer service taboos will inevitably lead to bad experience for customers, and then upgrade to complaints against employees, and complaints will affect the performance of employees themselves, and ultimately affect the entire project.

Of course, it is easy to understand the significance of AI in the field of customer service quality inspection. Today, with the development of AI technology, especially natural language processing technology, it is easy to meet the needs of voice-to-text and text analysis. If you haven't figured it out yet, imagine that every call in every seat of the call center is automatically recorded by a system. All calls are automatically translated into text and stored in a database that can be accessed and queried in real time.

Moreover, the greatest advantage of artificial intelligence is to parse these texts, respectively, from the customer service and customer discourse for sentence breaking, keyword recognition, point of view extraction and other work. That is to say, without a little manual labor, customer service managers will be able to easily know the content of each call you make, and at the same time, the system can automatically figure out which product problems customers are most concerned about? And dig out useful insights from the customer's call content. In this way, regardless of whether AI can completely replace the work of customer service quality inspectors, it can really help managers greatly improve their quality inspection efficiency, while also producing additional commercial value such as real-time early warning, large data insight.

相关标签

客服质检,客服质检标准, 客服质检分析,呼叫中心质检标准

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