{"id":13212,"date":"2026-04-23T10:15:00","date_gmt":"2026-04-23T03:15:00","guid":{"rendered":"https:\/\/flyfone.com\/?p=13212"},"modified":"2026-04-25T17:59:44","modified_gmt":"2026-04-25T17:59:44","slug":"call-center-metrics-and-kpi-guide-to-performance-measurement","status":"publish","type":"post","link":"https:\/\/flyfone.com\/zh\/call-center-metrics-and-kpi-guide-to-performance-measurement\/","title":{"rendered":"\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u4e0e\u5173\u952e\u7ee9\u6548\u6307\u6807\uff1a30 \u591a\u4e2a\u884c\u4e1a\u57fa\u51c6\uff082026 \u5e74\uff09"},"content":{"rendered":"<p>\u5728\u6ca1\u6709\u660e\u786e\u8861\u91cf\u6807\u51c6\u7684\u60c5\u51b5\u4e0b\u8fd0\u8425\u547c\u53eb\u4e2d\u5fc3\u5c31\u50cf\u76f2\u76ee\u98de\u884c\u3002\u4f60\u770b\u5230\u4e86\u6392\u961f\u3001\u6124\u6012\u7684\u5ba2\u6237\u548c\u75b2\u60eb\u7684\u5ea7\u5e2d\uff0c\u4f46\u4f60\u4e0d\u77e5\u9053\u5230\u5e95\u9996\u5148\u8981\u89e3\u51b3\u4ec0\u4e48\u95ee\u9898\uff0c\u4e5f\u4e0d\u77e5\u9053\u5982\u4f55\u5411\u9886\u5bfc\u8bc1\u660e\u4f60\u9700\u8981\u4ec0\u4e48\u3002.<\/p>\n<p>\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\u4e3a\u60a8\u63d0\u4f9b\u4e86\u8fd9\u79cd\u53ef\u89c6\u6027\u3002\u5b83\u4eec\u53ef\u4ee5\u663e\u793a\u5ba2\u6237\u6ee1\u610f\u5ea6\u3001\u5ea7\u5e2d\u5de5\u4f5c\u6548\u7387\u4ee5\u53ca\u8fd0\u8425\u548c\u6210\u672c\u7684\u5b9e\u9645\u5065\u5eb7\u72b6\u51b5\u3002\u5f53\u60a8\u8ddf\u8e2a\u6b63\u786e\u7684\u6570\u5b57\u65f6\uff0c\u60a8\u5c31\u80fd\u7f29\u77ed\u7b49\u5f85\u65f6\u95f4\uff0c\u5728\u9996\u6b21\u63a5\u89e6\u65f6\u89e3\u51b3\u66f4\u591a\u95ee\u9898\uff0c\u5e76\u4fdd\u62a4\u5ba2\u6237\u5fe0\u8bda\u5ea6\u548c\u9884\u7b97\u3002.<\/p>\n<p>\u672c\u6307\u5357\u91cd\u70b9\u4ecb\u7ecd\u5b9e\u7528\u3001\u7b80\u660e\u7684\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\u3002\u60a8\u5c06\u83b7\u5f97<\/p>\n<ul>\n<li>\u901a\u4fd7\u6613\u61c2\u7684\u660e\u786e\u5b9a\u4e49\u3002.<\/li>\n<li>\u8861\u91cf\u5404\u9879\u6307\u6807\u7684\u7b80\u5355\u65b9\u6cd5\u3002.<\/li>\n<li>\u5982\u4f55\u5e94\u7528\u5b83\u4eec\u6765\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3001\u4ee3\u7406\u751f\u4ea7\u529b\u548c\u8fd0\u8425\u6548\u7387\u3002.<\/li>\n<li>\u7cbe\u7b80\u3001\u63a8\u8350\u7684 KPI \u8bbe\u7f6e\uff0c\u907f\u514d \u201c\u6307\u6807\u8fc7\u8f7d\u201d\u3002.<\/li>\n<\/ul>\n<p><strong>2026 \u5e74\u7684\u8d8b\u52bf\uff1a<\/strong> 2025\/26 \u5e74\u884c\u4e1a\u57fa\u51c6\u62a5\u544a\u663e\u793a\uff0c66% \u7684\u8054\u7edc\u4e2d\u5fc3\u5df2\u7ecf\u5728\u4f7f\u7528\u6216\u8bd5\u7528\u4eba\u5de5\u667a\u80fd\uff0c60% \u8ba1\u5212\u5728 2026 \u5e74\u8fdb\u4e00\u6b65\u8fdb\u884c\u4eba\u5de5\u667a\u80fd\u6295\u8d44\u3002\u9886\u5148\u7684\u9879\u76ee\u6b63\u5728\u4ece\u56de\u987e\u6027\u62a5\u544a\u8f6c\u5411\u5206\u6790\u5e08\u6240\u8bf4\u7684 <strong>KPI 2.0<\/strong> - \u5b9e\u65f6\u3001\u8de8\u6e20\u9053\u3001\u4eba\u5de5\u667a\u80fd\u8f85\u52a9\u6d4b\u91cf\u3002\u65c5\u7a0b\u7ea7 FCR \u73b0\u5728\u53ef\u4ee5\u8ddf\u8e2a\u5ba2\u6237\u662f\u5426\u5728\u6574\u4e2a\u5bf9\u8bdd\u8fc7\u7a0b\u4e2d\u5f97\u5230\u4e86\u89e3\u51b3\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u67d0\u4e2a\u63a5\u89e6\u70b9\u3002.<\/p>\n<h2>\u4ec0\u4e48\u662f\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\uff1f<\/h2>\n<div id=\"attachment_13035\" style=\"width: 810px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" aria-describedby=\"caption-attachment-13035\" class=\"wp-image-13035 size-full\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/Untitled-design-6-1.png\" alt=\"\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/Untitled-design-6-1.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/Untitled-design-6-1-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/Untitled-design-6-1-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><p id=\"caption-attachment-13035\" class=\"wp-caption-text\">\u547c\u53eb\u4e2d\u5fc3\u6307\u6807<\/p><\/div>\n<h3>\u7b80\u5355\u5b9a\u4e49\uff1a\u6307\u6807\u4e0e\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h3>\n<p>\u5728\u547c\u53eb\u4e2d\u5fc3\uff0c\u60a8\u51e0\u4e4e\u53ef\u4ee5\u8861\u91cf\u4e00\u5207\uff1a\u65f6\u95f4\u3001\u6570\u91cf\u3001\u8d28\u91cf\u548c\u6210\u672c\u3002\u4f46\u5e76\u975e\u6240\u6709\u8fd9\u4e9b\u6570\u5b57\u90fd\u540c\u7b49\u91cd\u8981\u3002.<\/p>\n<ul>\n<li><strong>\u8861\u91cf\u6807\u51c6<\/strong> \u662f\u60a8\u8ddf\u8e2a\u7684\u4efb\u4f55\u6d4b\u91cf\u503c\u3002.<br \/>\n\u4f8b\u5982<\/p>\n<ul>\n<li>\u5e73\u5747\u5904\u7406\u65f6\u95f4\uff08AHT\uff09--\u5e73\u5747\u4e92\u52a8\u6301\u7eed\u65f6\u95f4\u3002.<\/li>\n<li>\u63d0\u4f9b\u7684\u547c\u53eb - \u6709\u591a\u5c11\u547c\u53eb\u8fdb\u5165\u7cfb\u7edf\u3002.<\/li>\n<li>\u603b\u901a\u8bdd\u65f6\u95f4\u3001\u603b\u7b49\u5f85\u65f6\u95f4\u3001\u7535\u5b50\u90ae\u4ef6\u6216\u804a\u5929\u6b21\u6570\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>KPI\uff08\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09<\/strong> \u662f\u4e0e\u60a8\u7684\u4e1a\u52a1\u548c\u5ba2\u6237\u76ee\u6807\u76f4\u63a5\u76f8\u5173\u7684\u5c11\u6570\u6307\u6807\u3002.<br \/>\n\u4f8b\u5982<\/p>\n<ul>\n<li>\u4fdd\u6301 <strong>CSAT \u9ad8\u4e8e 90%<\/strong> \u652f\u6301\u7535\u8bdd\u3002.<\/li>\n<li>\u5b9e\u73b0 <strong>FCR \u9ad8\u4e8e 75%<\/strong> \u5173\u952e\u961f\u5217\u3002.<\/li>\n<li>\u63a7\u80a1\u516c\u53f8 <strong>\u6bcf\u6b21\u901a\u8bdd\u8d39\u7528<\/strong> \u4f4e\u4e8e\u8bbe\u5b9a\u7684\u4e34\u754c\u503c\u3002.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u90a3\u4e48<br \/>\n\u6240\u6709 KPI \u90fd\u662f\u6307\u6807\uff0c\u4f46\u5e76\u975e\u6240\u6709\u6307\u6807\u90fd\u662f KPI\u3002\u60a8\u7684\u4efb\u52a1\u662f\u6311\u9009\u51fa\u4e00\u5c0f\u90e8\u5206\u6307\u6807\uff0c\u8fd9\u4e9b\u6307\u6807\u80fd\u771f\u6b63\u53cd\u6620\u51fa\u547c\u53eb\u4e2d\u5fc3\u662f\u5426\u4e3a\u5ba2\u6237\u548c\u4f01\u4e1a\u5b8c\u6210\u4e86\u4efb\u52a1\u3002.<\/p>\n<p>\u6df1\u5165\u63a2\u8ba8\u5982\u4f55\u9009\u62e9\u548c\u4f18\u5316\u6700\u6709\u5f71\u54cd\u529b\u7684\u00a0<a href=\"https:\/\/flyfone.com\/zh\/call-center-kpis-for-customer-experience\/\">\u547c\u53eb\u4e2d\u5fc3\u5173\u952e\u7ee9\u6548\u6307\u6807<\/a>, \u56e0\u6b64\uff0c\u5fc5\u987b\u91cd\u70b9\u5173\u6ce8\u76f4\u63a5\u5f71\u54cd\u5ba2\u6237\u6ee1\u610f\u5ea6\u3001\u89e3\u51b3\u8d28\u91cf\u548c\u8fd0\u8425\u6548\u7387\u7684\u56e0\u7d20\u3002.<\/p>\n<h3>\u4e3a\u4ec0\u4e48\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\u5bf9\u5ba2\u6237\u670d\u52a1\u8fd0\u8425\u81f3\u5173\u91cd\u8981\uff1f<\/h3>\n<p>\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\u4e4b\u6240\u4ee5\u91cd\u8981\uff0c\u662f\u56e0\u4e3a\u5b83\u4eec\u80fd\u5c06\u65e5\u5e38\u7684\u6df7\u4e71\u8f6c\u5316\u4e3a\u5ba2\u89c2\u4e8b\u5b9e\uff0c\u8ba9\u60a8\u53ef\u4ee5\u636e\u6b64\u91c7\u53d6\u884c\u52a8\u3002.<\/p>\n<p><strong>\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6<\/strong><\/p>\n<ul>\n<li>CSAT\u3001NPS\u3001CES \u548c FCR \u53ef\u4ee5\u544a\u8bc9\u60a8\u5ba2\u6237\u7684\u611f\u53d7\u3001\u5fe0\u8bda\u5ea6\u4ee5\u53ca\u83b7\u5f97\u5e2e\u52a9\u7684\u96be\u5ea6\u3002.<\/li>\n<li>ASA\u3001, <a href=\"https:\/\/flyfone.com\/zh\/call-center-service-level-calculation\/\">\u670d\u52a1\u6c34\u5e73<\/a>, \u5728\u8fd9\u4e9b\u95ee\u9898\u4e0a\uff0c\"\u7b49\u5f85 \"\u548c \"\u9057\u5f03\u7387 \"\u66b4\u9732\u4e86\u75db\u82e6\u7684\u7b49\u5f85\u548c\u7834\u788e\u7684\u7ecf\u5386\u3002.<\/li>\n<li>\u8fd9\u4e9b\u6307\u6807\u663e\u793a\u4e86\u60a8\u7684\u670d\u52a1\u4e0e\u5ba2\u6237\u6d41\u5931\u3001\u6295\u8bc9\u3001\u8bc4\u8bba\u548c\u63a8\u8350\u4e4b\u95f4\u7684\u8054\u7cfb\u3002.<\/li>\n<\/ul>\n<p><strong>\u63d0\u9ad8\u4ee3\u7406\u4eba\u7684\u751f\u4ea7\u529b\u548c\u798f\u5229<\/strong><\/p>\n<ul>\n<li>AHT\u3001\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570\u3001\u5229\u7528\u7387\u548c\u575a\u6301\u7387\u663e\u793a\u4e86\u5ea7\u5e2d\u4eba\u5458\u5904\u7406\u4e86\u591a\u5c11\u5de5\u4f5c\u4ee5\u53ca\u5de5\u4f5c\u6548\u7387\u5982\u4f55\u3002.<\/li>\n<li>QA \u5206\u6570\u663e\u793a\u4ed6\u4eec\u662f\u5426\u6b63\u786e\u89e3\u51b3\u95ee\u9898\u5e76\u9075\u5faa\u60a8\u7684\u6807\u51c6\u3002.<\/li>\n<li>\u8fd9\u4e9b\u6307\u6807\u53ef\u4ee5\u5e2e\u52a9\u60a8\u516c\u5e73\u5730\u914d\u5907\u5458\u5de5\u3001\u6709\u6548\u5730\u8fdb\u884c\u6307\u5bfc\u5e76\u9632\u6b62\u804c\u4e1a\u5026\u6020\u3002.<\/li>\n<\/ul>\n<p><strong>\u63d0\u9ad8\u8fd0\u884c\u6548\u7387\uff0c\u964d\u4f4e\u6210\u672c<\/strong><\/p>\n<ul>\n<li>\u63d0\u4f9b\u7684\u547c\u53eb\u4e0e\u5904\u7406\u7684\u547c\u53eb\u3001\u91cd\u590d\u547c\u53eb\u7387\u548c\u547c\u53eb\u5230\u8fbe\u6a21\u5f0f\u663e\u793a\u4e86\u4e2d\u5fc3\u7684\u9700\u6c42\u60c5\u51b5\u3002.<\/li>\n<li>\u6bcf\u6b21\u547c\u53eb\u7684\u6210\u672c\u548c\u79ef\u538b\u65f6\u95f4\u663e\u793a\u4e86\u5c06\u9700\u6c42\u8f6c\u5316\u4e3a\u89e3\u51b3\u95ee\u9898\u7684\u6548\u7387\u3002.<\/li>\n<li>\u9886\u5bfc\u8005\u5229\u7528\u8fd9\u4e9b\u6570\u5b57\u6765\u8bc1\u660e\u4eba\u6570\u3001\u65b0\u5de5\u5177\u548c\u4eba\u5de5\u667a\u80fd\/\u81ea\u52a9\u670d\u52a1\u6295\u8d44\u7684\u5408\u7406\u6027\uff0c\u5e76\u5411\u8d22\u52a1\u548c\u9ad8\u7ba1\u8bc1\u660e\u5176\u5f71\u54cd\u3002.<\/li>\n<\/ul>\n<h3>\u9ad8\u7ba1\u4e0e\u4e00\u7ebf\u7ba1\u7406\u4eba\u5458\u8861\u91cf\u6807\u51c6\u7684\u4e3b\u8981\u5dee\u5f02<\/h3>\n<p>\u4e0d\u540c\u7684\u89d2\u8272\u9700\u8981\u5bf9\u540c\u4e00\u73b0\u5b9e\u6709\u4e0d\u540c\u7684\u770b\u6cd5\u3002.<\/p>\n<ul>\n<li><strong>\u9ad8\u7ba1\uff08\u5ba2\u6237\u670d\u52a1\u526f\u603b\u88c1\u3001\u5ba2\u6237\u670d\u52a1\u4e3b\u7ba1\uff09\uff1a<\/strong>\n<ul>\n<li>\u91cd\u70b9\u5173\u6ce8CSAT\u3001NPS\u3001CES\u3001\u6574\u4f53 FCR\u3001\u5bf9\u5ba2\u6237\u6d41\u5931\u7684\u5f71\u54cd\u3001\u6bcf\u6b21\u547c\u53eb\u6210\u672c\u3001\u9ad8\u7ea7\u6548\u7387\u3002.<\/li>\n<li>\u67e5\u770b\uff1a\u6309\u5730\u533a\u3001\u4ea7\u54c1\u548c\u5408\u4f5c\u4f19\u4f34\u5206\u5217\u7684\u6708\u5ea6\/\u5b63\u5ea6\u8d8b\u52bf\u3002.<\/li>\n<li>\u95ee\u9898\u201c\u6211\u4eec\u5728\u4fdd\u62a4\u5fe0\u8bda\u5ea6\u5417\uff1f\u201d\u201c\u6211\u4eec\u7684\u89c4\u6a21\u6548\u7387\u9ad8\u5417\uff1f\u201d\u201c\u6211\u4eec\u5e94\u8be5\u5728\u54ea\u91cc\u6295\u8d44\uff1f\u201d<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4e00\u7ebf\u7ba1\u7406\u4eba\u5458\u548c\u56e2\u961f\u9886\u5bfc\uff1a<\/strong>\n<ul>\n<li>\u91cd\u70b9\u5173\u6ce8ASA\u3001\u670d\u52a1\u6c34\u5e73\u3001\u653e\u5f03\u7387\u3001AHT\u3001\u6bcf\u5c0f\u65f6\u547c\u53eb\u6b21\u6570\u3001\u5229\u7528\u7387\u3001\u575a\u6301\u7387\u3001QA \u5206\u6570\u3002.<\/li>\n<li>\u770b\u4e00\u770b\uff1a\u5b9e\u65f6\u548c\u6bcf\u65e5\/\u6bcf\u5468\u4eea\u8868\u76d8\u3002.<\/li>\n<li>\u95ee\u9898\u201c\u6211\u73b0\u5728\u9700\u8981\u66f4\u591a\u7684\u4eba\u52a0\u5165\u8fd9\u4e2a\u961f\u5217\u5417\uff1f\u201d\u201c\u8c01\u9700\u8981\u8f85\u5bfc\uff1f\u201d\u201c\u54ea\u4e2a\u6d41\u7a0b\u62d6\u7d2f\u4e86\u56e2\u961f\uff1f\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u4e00\u4e2a\u53ef\u9760\u7684\u8054\u7edc\u4e2d\u5fc3\u5806\u6808\uff08\u5e73\u53f0 + CRM + WFM + QA\uff09\u53ef\u4e3a\u4e24\u4e2a\u5c42\u9762\u63d0\u4f9b\u4e00\u81f4\u7684\u5b9a\u4e49\u548c\u5355\u4e00\u7684\u771f\u76f8\u6765\u6e90\u3002.<\/p>\n<h2>\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\u7684\u4e3b\u8981\u7c7b\u578b<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12928\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/39.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/39.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/39-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/39-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>\u5ba2\u6237\u4f53\u9a8c\u6307\u6807<\/h3>\n<p>\u5ba2\u6237\u4f53\u9a8c\uff08CX\uff09\u6307\u6807\u53cd\u6620\u4e86\u5ba2\u6237\u4e0e\u60a8\u4e92\u52a8\u7684\u611f\u53d7\uff0c\u4ee5\u53ca\u4ed6\u4eec\u662f\u5426\u613f\u610f\u7559\u4e0b\u6765\u3002.<\/p>\n<p>\u5178\u578b\u7684 CX \u6307\u6807\u5305\u62ec<\/p>\n<ul>\n<li>\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206 (CSAT)<\/li>\n<li>\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206 (NPS)<\/li>\n<li>\u5ba2\u6237\u52aa\u529b\u5f97\u5206 (CES)<\/li>\n<li>\u9996\u6b21\u8054\u7cfb\/\u9996\u6b21\u547c\u53eb\u89e3\u51b3 (FCR)<\/li>\n<li>\u8d28\u91cf\u4fdd\u8bc1 (QA) \u5206\u6570<\/li>\n<\/ul>\n<p>\u8fd9\u4e9b\u6307\u6807\u6700\u63a5\u8fd1\u5fe0\u8bda\u5ea6\u548c\u53e3\u7891\u3002\u5982\u679c\u8fd9\u4e9b\u6307\u6807\u957f\u671f\u4e0d\u4f73\uff0c\u547c\u53eb\u4e2d\u5fc3\u7684\u5176\u4ed6\u5de5\u4f5c\u90fd\u5c06\u53d8\u5f97\u6beb\u65e0\u610f\u4e49\u3002.<\/p>\n<h3>\u670d\u52a1\u6c34\u5e73\u548c\u54cd\u5e94\u5ea6\u91cf<\/h3>\n<p>\u670d\u52a1\u6c34\u5e73\u548c\u54cd\u5e94\u5ea6\u91cf\u8868\u660e\uff0c\u5f53\u5ba2\u6237\u8054\u7cfb\u60a8\u65f6\uff0c\u60a8\u7684\u54cd\u5e94\u901f\u5ea6\u6709\u591a\u5feb\uff0c\u6709\u591a\u53ef\u9760\u3002.<\/p>\n<p>\u5173\u952e\u6307\u6807\uff1a<\/p>\n<ul>\n<li>\u5e73\u5747\u5e94\u7b54\u901f\u5ea6 (ASA)<\/li>\n<li>\u670d\u52a1\u6c34\u5e73\uff08\u4f8b\u5982\uff0c\u5728 20 \u79d2\u5185\u63a5\u542c 80% \u7684\u7535\u8bdd\uff09<\/li>\n<li>\u8bed\u97f3\u3001\u804a\u5929\u3001\u7535\u5b50\u90ae\u4ef6\u548c\u4fe1\u606f\u7684\u9996\u6b21\u54cd\u5e94\u65f6\u95f4 (FRT)<\/li>\n<li>\u547c\u53eb\u653e\u5f03\u7387<\/li>\n<li>\u88ab\u62e6\u622a\u7535\u8bdd\u7684\u767e\u5206\u6bd4\/\u5360\u7ebf\u7387<\/li>\n<\/ul>\n<p>\u8fd9\u4e9b\u6570\u5b57\u4e0e\u65f6\u95f4\u3001\u6392\u961f\u548c\u5bb9\u91cf\u6709\u5173\u3002\u5b83\u4eec\u5bf9 CES \u548c CSAT \u6709\u5f88\u5927\u5f71\u54cd\uff0c\u56e0\u4e3a\u5ba2\u6237\u5bf9\u65f6\u95f4\u7684\u91cd\u89c6\u51e0\u4e4e\u8d85\u8fc7\u4e86\u5176\u4ed6\u4efb\u4f55\u4e1c\u897f\u3002.<\/p>\n<h3>\u4ee3\u7406\u6027\u80fd\u548c\u751f\u4ea7\u529b\u6307\u6807<\/h3>\n<p>\u5ea7\u5e2d\u4eba\u5458\u7ee9\u6548\u6307\u6807\u663e\u793a\u5ea7\u5e2d\u4eba\u5458\u5982\u4f55\u6709\u6548\u5730\u5c06\u5ba2\u6237\u8054\u7cfb\u8f6c\u5316\u4e3a\u89e3\u51b3\u65b9\u6848\u3002.<\/p>\n<p>\u6838\u5fc3\u6307\u6807\uff1a<\/p>\n<ul>\n<li>\u5e73\u5747\u5904\u7406\u65f6\u95f4\uff08AHT\uff09<\/li>\n<li>\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570<\/li>\n<li>\u4ee3\u7406\u5229\u7528\u7387\/\u5360\u7528\u7387<\/li>\n<li>\u9075\u5b88\u65f6\u95f4\u8868<\/li>\n<li>\u5e73\u5747\u8c03\u7528\u540e\u5de5\u4f5c\uff08ACW\uff09<\/li>\n<li>\u4f20\u8f93\u901f\u7387<\/li>\n<li>\u672a\u63a5\u6765\u7535\u548c\u62d2\u63a5\u6765\u7535<\/li>\n<\/ul>\n<p>\u8fd9\u4e9b\u6307\u6807\u529f\u80fd\u5f3a\u5927\uff0c\u4f46\u5355\u72ec\u4f7f\u7528\u5f88\u5371\u9669\u3002\u5e94\u59cb\u7ec8\u4e0e QA \u5206\u6570\u3001FCR \u548c CSAT \u7b49\u8d28\u91cf\u6307\u6807\u4fdd\u6301\u5e73\u8861\u3002.<\/p>\n<h3>\u4e1a\u52a1\u548c\u6210\u672c\u6548\u7387\u6307\u6807<\/h3>\n<p>\u8fd0\u8425\u6307\u6807\u663e\u793a\u6574\u4e2a\u8054\u7edc\u4e2d\u5fc3\u5f15\u64ce\u7684\u8fd0\u884c\u72b6\u51b5\u3002.<\/p>\n<p>\u5173\u952e\u7684<\/p>\n<ul>\n<li>\u63d0\u4f9b\u7684\u547c\u53eb\u4e0e\u5904\u7406\u7684\u547c\u53eb<\/li>\n<li>\u7535\u8bdd\u5230\u8fbe\u7387\u548c\u9ad8\u5cf0\u65f6\u6bb5\u4ea4\u901a<\/li>\n<li>\u91cd\u590d\u547c\u53eb\u7387<\/li>\n<li>\u5e73\u5747\u67e5\u8be2\u65f6\u95f4\/\u7968\u5355\u79ef\u538b\u65f6\u95f4<\/li>\n<li>\u6bcf\u6b21\u901a\u8bdd\/\u6bcf\u6b21\u4e92\u52a8\u7684\u6210\u672c<\/li>\n<\/ul>\n<p>\u8fd9\u4e9b\u529f\u80fd\u53ef\u5e2e\u52a9\u60a8\u5728\u4e0d\u964d\u4f4e\u8d28\u91cf\u7684\u524d\u63d0\u4e0b\uff0c\u4f7f\u4eba\u5458\u914d\u7f6e\u4e0e\u9700\u6c42\u76f8\u5339\u914d\uff0c\u51cf\u5c11\u6d6a\u8d39\uff0c\u5e76\u63a7\u5236\u4e3a\u5ba2\u6237\u63d0\u4f9b\u670d\u52a1\u7684\u6210\u672c\u3002.<\/p>\n<h3>\u4eba\u5de5\u667a\u80fd\u548c\u6570\u5b57\u6e20\u9053\u6307\u6807\uff08\u53ef\u9009\uff0c\u4f46\u4e0d\u65ad\u589e\u957f\uff09<\/h3>\n<p>\u968f\u7740\u8d8a\u6765\u8d8a\u591a\u7684\u4e92\u52a8\u8f6c\u5411\u804a\u5929\u3001\u6d88\u606f\u548c\u81ea\u52a9\u670d\u52a1\uff0c\u60a8\u4e5f\u9700\u8981\u5168\u6e20\u9053\u548c\u4eba\u5de5\u667a\u80fd\u9a71\u52a8\u7684\u652f\u6301\u6307\u6807\u3002.<\/p>\n<p><strong>\u4f55\u65f6\u4f18\u5148\u8003\u8651\u6570\u5b57\u548c\u4eba\u5de5\u667a\u80fd\u6307\u6807\uff1a<\/strong><\/p>\n<ul>\n<li>\u5982\u679c\u60a8\u6709 30%+ \u7684\u8054\u7cfb\u91cf\u662f\u901a\u8fc7\u6570\u5b57\u6e20\u9053\uff08\u804a\u5929\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u4fe1\u606f\u3001\u793e\u4ea4\uff09\u5b9e\u73b0\u7684<\/li>\n<li>\u5982\u679c\u60a8\u5df2\u7ecf\u90e8\u7f72\u4e86\u804a\u5929\u673a\u5668\u4eba\u3001\u8bed\u97f3\u673a\u5668\u4eba\u6216\u4eba\u5de5\u667a\u80fd\u8f85\u52a9\u4ee3\u7406\u5de5\u5177<\/li>\n<li>\u5982\u679c\u5ba2\u6237\u7ecf\u5e38\u5728\u4e2d\u9014\u8f6c\u6362\u6e20\u9053\uff08\u4ece\u804a\u5929\u5f00\u59cb\uff0c\u5230\u7535\u8bdd\u7ed3\u675f\uff09<\/li>\n<li>\u5982\u679c\u60a8\u6b63\u5728\u8bc4\u4f30\u4eba\u5de5\u667a\u80fd\/\u81ea\u52a8\u5316\u6295\u8d44\u7684\u6295\u8d44\u56de\u62a5\u7387<\/li>\n<\/ul>\n<p><strong>\u4ec0\u4e48\u65f6\u5019\u4f20\u7edf\u6307\u6807\u5c31\u8db3\u591f\u4e86\uff1f<\/strong><\/p>\n<ul>\n<li>\u5982\u679c 80%+ \u7684\u8054\u7cfb\u4eba\u662f\u7eaf\u8bed\u97f3\u7684<\/li>\n<li>\u5982\u679c\u60a8\u8fd8\u6ca1\u6709\u90e8\u7f72\u4eba\u5de5\u667a\u80fd\u6216\u673a\u5668\u4eba<\/li>\n<li>\u5982\u679c\u5ba2\u6237\u5f88\u5c11\u4f7f\u7528\u6570\u5b57\u6e20\u9053<\/li>\n<\/ul>\n<p>\u6709\u7528\u7684\u6307\u6807<\/p>\n<p><span style=\"color: #1c1c1d;\">\u6e20\u9053\u7ec4\u5408\uff08\u8bed\u97f3 vs \u804a\u5929 vs \u7535\u5b50\u90ae\u4ef6 vs \u6d88\u606f\u4f20\u9012 vs \u81ea\u52a9\u670d\u52a1\uff09<\/span><\/p>\n<ul>\n<li>\u6e20\u9053\u904f\u5236\u7387\uff08\u5728\u540c\u4e00\u6e20\u9053\u89e3\u51b3\u7684\u95ee\u9898\uff09<\/li>\n<li>\u673a\u5668\u4eba\u904f\u5236\u7387\uff08\u804a\u5929\u673a\u5668\u4eba\u6216\u8bed\u97f3\u673a\u5668\u4eba\u5728\u6ca1\u6709\u4ee3\u7406\u7684\u60c5\u51b5\u4e0b\u89e3\u51b3\u7684\u95ee\u9898\uff09<\/li>\n<li>\u56de\u62e8\u62a5\u4ef7\u548c\u4f7f\u7528\u7387<\/li>\n<li>\u9075\u5b88\u4eba\u5de5\u667a\u80fd\u5efa\u8bae\/\u4ee3\u7406\u5bf9\u4eba\u5de5\u667a\u80fd\u5efa\u8bae\u7684\u53cd\u9988<\/li>\n<\/ul>\n<p>\u8fd9\u53ef\u4ee5\u5e2e\u52a9\u60a8\u8bbe\u8ba1\u771f\u6b63\u6709\u6548\u7684\u6570\u5b57\u65c5\u7a0b\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u5c06\u95ee\u9898\u4ece\u7535\u8bdd\u8f6c\u79fb\u5230\u804a\u5929\u5de5\u5177\u3002.<\/p>\n<h2 id=\"industry-specific-kpi-benchmarks\">\u7279\u5b9a\u884c\u4e1a <a href=\"https:\/\/flyfone.com\/zh\/contact-center-kpi-benchmarking-by-industry-real-standards\/\">\u5173\u952e\u7ee9\u6548\u6307\u6807\u57fa\u51c6<\/a><\/h2>\n<p>\u4e0d\u540c\u884c\u4e1a\u6709\u72ec\u7279\u7684\u5ba2\u6237\u670d\u52a1\u8981\u6c42\u548c KPI \u671f\u671b\u3002\u5229\u7528\u8fd9\u4e9b\u57fa\u51c6\u4e3a\u60a8\u7684\u7279\u5b9a\u5782\u76f4\u884c\u4e1a\u5236\u5b9a\u5207\u5b9e\u53ef\u884c\u7684\u76ee\u6807\u3002.<\/p>\n<h3 id=\"healthcare-call-centers\">\u533b\u7597\u4fdd\u5065\u547c\u53eb\u4e2d\u5fc3<\/h3>\n<p><strong>\u6700\u4f18\u5148\u4e8b\u9879\uff1a<\/strong>\u00a0\u60a3\u8005\u4fe1\u4efb\u5ea6\u3001HIPAA \u5408\u89c4\u6027\u3001\u540c\u7406\u5fc3\u3001\u51c6\u786e\u6027<\/p>\n<table>\n<thead>\n<tr>\n<th>KPI<\/th>\n<th>\u533b\u7597\u4fdd\u5065\u57fa\u51c6<\/th>\n<th>\u4e3a\u4f55\u91cd\u8981<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>FCR<\/strong><\/td>\n<td>75-85%<\/td>\n<td>\u8ba9\u60a3\u8005\u5b89\u5fc3\u7684\u5173\u952e\uff1b\u51cf\u5c11\u6709\u5173\u9884\u7ea6\u3001\u68c0\u6d4b\u7ed3\u679c\u548c\u8d26\u5355\u7684\u91cd\u590d\u6765\u7535<\/td>\n<\/tr>\n<tr>\n<td><strong>\u670d\u52a1\u6c34\u5e73<\/strong><\/td>\n<td>90% \u5728 20 \u79d2\u5185<\/td>\n<td>\u7d27\u6025\u533b\u7597\u8be2\u95ee\u9700\u8981\u5feb\u901f\u54cd\u5e94\uff1b\u60a3\u8005\u81f4\u7535\u54a8\u8be2\u5065\u5eb7\u95ee\u9898\u65f6\u4e0d\u5e94\u7b49\u5f85<\/td>\n<\/tr>\n<tr>\n<td><strong>CSAT<\/strong><\/td>\n<td>85%+<\/td>\n<td>\u5728\u533b\u7597\u4fdd\u5065\u9886\u57df\uff0c\u4fe1\u4efb\u548c\u540c\u7406\u5fc3\u81f3\u5173\u91cd\u8981\uff1b\u4f4e CSAT \u53ef\u80fd\u5bfc\u81f4\u60a3\u8005\u6d41\u5931<\/td>\n<\/tr>\n<tr>\n<td><strong>AHT<\/strong><\/td>\n<td>8-12 \u5206\u949f<\/td>\n<td>\u590d\u6742\u3001\u654f\u611f\u7684\u5bf9\u8bdd\u9700\u8981\u65f6\u95f4\uff0c\u6025\u4e8e\u4e0e\u60a3\u8005\u4ea4\u6d41\u4f1a\u4f24\u5bb3\u4fe1\u4efb<\/td>\n<\/tr>\n<tr>\n<td><strong>\u5408\u89c4\u5f97\u5206<\/strong><\/td>\n<td>98%+<\/td>\n<td>\u8fdd\u53cd HIPAA \u5c06\u53d7\u5230\u4e25\u5389\u5904\u7f5a\uff1b\u901a\u8bdd\u5f55\u97f3\u548c\u6570\u636e\u5904\u7406\u5fc5\u987b\u5c3d\u5584\u5c3d\u7f8e<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u91cd\u70b9\u9886\u57df\uff1a<\/strong>\u00a0\u79fb\u60c5\u57f9\u8bad\u3001HIPAA \u5408\u89c4\u6027\u3001\u51c6\u786e\u7684\u4fe1\u606f\u4f20\u9012<\/p>\n<h3 id=\"e-commerce-retail-call-centers\">\u7535\u5b50\u5546\u52a1\u4e0e\u96f6\u552e\u547c\u53eb\u4e2d\u5fc3<\/h3>\n<p><strong>\u6700\u4f18\u5148\u4e8b\u9879\uff1a<\/strong>\u00a0\u901f\u5ea6\u3001\u8ba2\u5355\u51c6\u786e\u6027\u3001\u65fa\u5b63\u53ef\u6269\u5c55\u6027<\/p>\n<table>\n<thead>\n<tr>\n<th>KPI<\/th>\n<th>\u7535\u5b50\u5546\u52a1\u57fa\u51c6<\/th>\n<th>\u4e3a\u4f55\u91cd\u8981<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>CSAT<\/strong><\/td>\n<td>80-85%<\/td>\n<td>\u5e02\u573a\u7ade\u4e89\u6fc0\u70c8\uff1b\u670d\u52a1\u4e0d\u4f73\u5bfc\u81f4\u8d1f\u9762\u8bc4\u8bba\u548c\u9500\u552e\u635f\u5931<\/td>\n<\/tr>\n<tr>\n<td><strong>ASA<\/strong><\/td>\n<td>30 \u79d2\u4ee5\u5185<\/td>\n<td>\u5ba2\u6237\u5e0c\u671b\u5f97\u5230\u5373\u65f6\u5e2e\u52a9\uff1b\u957f\u65f6\u95f4\u7b49\u5f85 = \u653e\u5f03\u8d2d\u7269\u8f66<\/td>\n<\/tr>\n<tr>\n<td><strong>\u653e\u5f03\u7387<\/strong><\/td>\n<td>\u4f4e\u4e8e 7%<\/td>\n<td>\u7ed3\u8d26\u65f6\u7684\u9ad8\u653e\u5f03\u7387 = \u6536\u5165\u635f\u5931<\/td>\n<\/tr>\n<tr>\n<td><strong>AHT<\/strong><\/td>\n<td>4-6 \u5206\u949f<\/td>\n<td>\u7b80\u5355\u67e5\u8be2\uff08\u8ba2\u5355\u72b6\u6001\u3001\u9000\u8d27\uff09\u5e94\u5feb\u901f\u8fdb\u884c<\/td>\n<\/tr>\n<tr>\n<td><strong>\u901a\u9053\u5c01\u95ed<\/strong><\/td>\n<td>65-80%<\/td>\n<td>\u81ea\u52a9\u670d\u52a1\u548c\u804a\u5929\u5e94\u80fd\u89e3\u51b3\u5927\u591a\u6570\u95ee\u9898\uff0c\u800c\u65e0\u9700\u7535\u8bdd\u5347\u7ea7<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u91cd\u70b9\u9886\u57df\uff1a<\/strong>\u00a0\u5feb\u901f\u54cd\u5e94\u65f6\u95f4\u3001\u5168\u6e20\u9053\u652f\u6301\u3001\u65fa\u5b63\u4eba\u5458\u914d\u5907\uff08\u9ed1\u8272\u661f\u671f\u4e94\u3001\u8282\u5047\u65e5\u9ad8\u5cf0\u671f\uff09<\/p>\n<h3 id=\"financial-services-banking-fintech-\">\u91d1\u878d\u670d\u52a1\uff08\u94f6\u884c\u3001\u91d1\u878d\u79d1\u6280\uff09<\/h3>\n<p><strong>\u6700\u4f18\u5148\u4e8b\u9879\uff1a<\/strong>\u00a0\u5b89\u5168\u3001\u5408\u89c4\u3001\u51c6\u786e\u3001\u9632\u6b3a\u8bc8<\/p>\n<table>\n<thead>\n<tr>\n<th>KPI<\/th>\n<th>\u91d1\u878d\u670d\u52a1\u57fa\u51c6<\/th>\n<th>\u4e3a\u4f55\u91cd\u8981<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>FCR<\/strong><\/td>\n<td>70-80%<\/td>\n<td>\u590d\u6742\u95ee\u9898\uff08\u8d37\u6b3e\u7533\u8bf7\u3001\u6b3a\u8bc8\u7ea0\u7eb7\uff09\u53ef\u80fd\u9700\u8981\u8ddf\u8fdb<\/td>\n<\/tr>\n<tr>\n<td><strong>CSAT<\/strong><\/td>\n<td>80-88%<\/td>\n<td>\u5728\u91d1\u878d\u670d\u52a1\u9886\u57df\uff0c\u4fe1\u4efb\u81f3\u5173\u91cd\u8981\uff1b\u4e00\u6b21\u7cdf\u7cd5\u7684\u7ecf\u5386\u53ef\u80fd\u5bfc\u81f4\u5173\u7cfb\u7834\u88c2<\/td>\n<\/tr>\n<tr>\n<td><strong>\u5408\u89c4\u5f97\u5206<\/strong><\/td>\n<td>99%+<\/td>\n<td>\u8fdd\u53cd\u6cd5\u89c4\uff08PCI-DSS\u3001SOX\u3001\u5f53\u5730\u94f6\u884c\u6cd5\uff09\u5c06\u88ab\u5904\u4ee5\u5de8\u989d\u7f5a\u6b3e<\/td>\n<\/tr>\n<tr>\n<td><strong>AHT<\/strong><\/td>\n<td>7-10 \u5206\u949f<\/td>\n<td>\u8eab\u4efd\u9a8c\u8bc1\u3001\u5b89\u5168\u68c0\u67e5\u548c\u89e3\u91ca\u91d1\u878d\u4ea7\u54c1\u9700\u8981\u65f6\u95f4<\/td>\n<\/tr>\n<tr>\n<td><strong>\u4f20\u8f93\u901f\u7387<\/strong><\/td>\n<td>\u4f4e\u4e8e 15%<\/td>\n<td>\u5ba2\u6237\u4e0d\u5e94\u56e0\u8d26\u6237\u95ee\u9898\u800c\u88ab\u8f6c\u6765\u8f6c\u53bb\uff1b\u5e7f\u6cdb\u57f9\u8bad\u4ee3\u7406\u5546<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u91cd\u70b9\u9886\u57df\uff1a<\/strong>\u00a0\u5b89\u5168\u534f\u8bae\u3001\u6b3a\u8bc8\u68c0\u6d4b\u3001\u76d1\u7ba1\u5408\u89c4\u3001\u51c6\u786e\u6027\u9ad8\u4e8e\u901f\u5ea6<\/p>\n<h3 id=\"technology-saas-support\">\u6280\u672f\u4e0e SaaS \u652f\u6301<\/h3>\n<p><strong>\u6700\u4f18\u5148\u4e8b\u9879\uff1a<\/strong>\u00a0\u6280\u672f\u4e13\u957f\u3001\u5feb\u901f\u89e3\u51b3\u3001\u4e3b\u52a8\u652f\u6301<\/p>\n<table>\n<thead>\n<tr>\n<th>KPI<\/th>\n<th>\u6280\u672f\/\u670d\u52a1\u63d0\u4f9b\u5546\u57fa\u51c6<\/th>\n<th>\u4e3a\u4f55\u91cd\u8981<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>FCR<\/strong><\/td>\n<td>60-75%<\/td>\n<td>\u590d\u6742\u7684\u6280\u672f\u95ee\u9898\u5f80\u5f80\u9700\u8981\u591a\u6b21\u8054\u7cfb\u6216\u5347\u7ea7<\/td>\n<\/tr>\n<tr>\n<td><strong>CSAT<\/strong><\/td>\n<td>85-90%<\/td>\n<td>\u7cbe\u901a\u6280\u672f\u7684\u5ba2\u6237\u5e0c\u671b\u83b7\u5f97\u9ad8\u8d28\u91cf\u7684\u652f\u6301\uff0c\u800c\u7ade\u4e89\u5bf9\u624b\u53ea\u9700\u70b9\u51fb\u4e00\u4e0b\u9f20\u6807\u5373\u53ef\u5230\u8fbe<\/td>\n<\/tr>\n<tr>\n<td><strong>AHT<\/strong><\/td>\n<td>8-15 \u5206\u949f<\/td>\n<td>\u6545\u969c\u6392\u9664\u3001\u5c4f\u5e55\u5171\u4eab\u548c\u6280\u672f\u6f14\u7ec3\u9700\u8981\u65f6\u95f4<\/td>\n<\/tr>\n<tr>\n<td><strong>\u7b2c\u4e00\u54cd\u5e94\u65f6\u95f4<\/strong><\/td>\n<td>2 \u5206\u949f\u4ee5\u5185\uff08\u804a\u5929\uff09\uff0c4 \u5c0f\u65f6\u4ee5\u5185\uff08\u7535\u5b50\u90ae\u4ef6\uff09<\/td>\n<td>\u5373\u4f7f\u89e3\u51b3\u95ee\u9898\u9700\u8981\u66f4\u957f\u7684\u65f6\u95f4\uff0c\u5feb\u901f\u7684\u521d\u6b65\u54cd\u5e94\u4e5f\u80fd\u5efa\u7acb\u4fe1\u4efb<\/td>\n<\/tr>\n<tr>\n<td><strong>\u5ba2\u6237\u52aa\u529b\u5f97\u5206<\/strong><\/td>\n<td>3 \u5206\u4ee5\u4e0b\uff085 \u5206\u5236\uff09<\/td>\n<td>\u51cf\u5c11\u5de5\u4f5c\u91cf\uff1a\u4e0d\u8981\u8ba9\u5ba2\u6237\u91cd\u590d\u95ee\u9898\u3001\u641c\u7d22\u4fe1\u606f\u6216\u8f6c\u6362\u6e20\u9053<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u91cd\u70b9\u9886\u57df\uff1a<\/strong>\u00a0\u6280\u672f\u57f9\u8bad\u3001\u77e5\u8bc6\u5e93\u8d28\u91cf\u3001\u4e3b\u52a8\u76d1\u63a7\uff08\u5728\u5ba2\u6237\u6765\u7535\u524d\u53d1\u73b0\u95ee\u9898\uff09<\/p>\n<h3 id=\"bpo-business-process-outsourcing-\">BPO\uff08\u4e1a\u52a1\u6d41\u7a0b\u5916\u5305\uff09<\/h3>\n<p><strong>\u6700\u4f18\u5148\u4e8b\u9879\uff1a<\/strong>\u00a0\u6548\u7387\u3001\u6210\u672c\u63a7\u5236\u3001\u53ef\u6269\u5c55\u6027\u3001\u5ba2\u6237\u670d\u52a1\u6c34\u5e73\u534f\u8bae\u5408\u89c4\u6027<\/p>\n<table>\n<thead>\n<tr>\n<th>KPI<\/th>\n<th>\u4e1a\u52a1\u6d41\u7a0b\u5916\u5305\u57fa\u51c6<\/th>\n<th>\u4e3a\u4f55\u91cd\u8981<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>\u670d\u52a1\u6c34\u5e73<\/strong><\/td>\n<td>80\/20 \u6216\u5ba2\u6237\u5b9a\u4e49\u7684\u670d\u52a1\u6c34\u5e73\u534f\u8bae<\/td>\n<td>\u672a\u5c65\u884c\u670d\u52a1\u6c34\u5e73\u534f\u8bae\u4f1a\u89e6\u53d1\u5ba2\u6237\u5408\u540c\u4e2d\u7684\u60e9\u7f5a\u6761\u6b3e<\/td>\n<\/tr>\n<tr>\n<td><strong>AHT<\/strong><\/td>\n<td>\u56e0\u5ba2\u6237\u800c\u5f02\uff08\u901a\u5e38\u4e3a 5-8 \u5206\u949f\uff09<\/td>\n<td>\u4e1a\u52a1\u6d41\u7a0b\u5916\u5305\u6839\u636e\u6570\u91cf\u548c\u6548\u7387\u652f\u4ed8\u62a5\u916c\uff1bAHT \u76f4\u63a5\u5f71\u54cd\u5229\u6da6\u7387<\/td>\n<\/tr>\n<tr>\n<td><strong>\u4ee3\u7406\u5229\u7528\u7387<\/strong><\/td>\n<td>75-85%<\/td>\n<td>\u9ad8\u5229\u7528\u7387\u53ef\u6700\u5927\u9650\u5ea6\u5730\u63d0\u9ad8\u52b3\u52a8\u529b\u7684\u6295\u8d44\u56de\u62a5\u7387\uff1b\u8fc7\u9ad8\uff0890%+\uff09\u4f1a\u5bfc\u81f4\u5026\u6020<\/td>\n<\/tr>\n<tr>\n<td><strong>\u6bcf\u6b21\u901a\u8bdd\u6210\u672c<\/strong><\/td>\n<td>$2.00-$4.00<\/td>\n<td>\u4e1a\u52a1\u6d41\u7a0b\u5916\u5305\u5728\u6210\u672c\u4e0a\u5c55\u5f00\u7ade\u4e89\uff1b\u5fc5\u987b\u5728\u4f4e\u6210\u672c\u548c\u9ad8\u8d28\u91cf\u4e4b\u95f4\u53d6\u5f97\u5e73\u8861\uff0c\u624d\u80fd\u7559\u4f4f\u5ba2\u6237<\/td>\n<\/tr>\n<tr>\n<td><strong>\u8d28\u91cf\u4fdd\u8bc1\u5f97\u5206<\/strong><\/td>\n<td>90%+<\/td>\n<td>\u5ba2\u6237\u5b9a\u671f\u5ba1\u6838\u901a\u8bdd\u8d28\u91cf\uff1b\u5f97\u5206\u8fc7\u4f4e\u53ef\u80fd\u4f1a\u5931\u53bb\u5408\u540c<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u91cd\u70b9\u9886\u57df\uff1a<\/strong>\u00a0\u6d41\u7a0b\u6548\u7387\u3001\u57f9\u8bad\u901f\u5ea6\uff08\u5feb\u901f\u5165\u804c\uff09\u3001\u5458\u5de5\u7075\u6d3b\u6027\uff08\u5feb\u901f\u6269\u5927\/\u7f29\u5c0f\u89c4\u6a21\uff09<\/p>\n<h3 id=\"telecom-call-centers\">\u7535\u4fe1\u547c\u53eb\u4e2d\u5fc3<\/h3>\n<p><strong>\u6700\u4f18\u5148\u4e8b\u9879\uff1a<\/strong>\u00a0\u5de5\u4f5c\u91cf\u5927\u3001\u8ba1\u8d39\u51c6\u786e\u3001\u6280\u672f\u652f\u6301<\/p>\n<table>\n<thead>\n<tr>\n<th>KPI<\/th>\n<th>\u7535\u4fe1\u57fa\u51c6<\/th>\n<th>\u4e3a\u4f55\u91cd\u8981<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>\u670d\u52a1\u6c34\u5e73<\/strong><\/td>\n<td>80\/20<\/td>\n<td>\u9ad8\u901a\u8bdd\u91cf\u8981\u6c42\u9ad8\u6548\u7684\u4eba\u5458\u914d\u5907\uff1b\u672a\u8fbe\u5230 SLA \u4f1a\u635f\u5bb3 CSAT<\/td>\n<\/tr>\n<tr>\n<td><strong>CSAT<\/strong><\/td>\n<td>75-82%<\/td>\n<td>\u7531\u4e8e\u8ba1\u8d39\u7ea0\u7eb7\u3001\u505c\u7535\u7b49\u539f\u56e0\uff0c\u7535\u4fe1\u516c\u53f8\u7684 CSAT \u4e00\u76f4\u8f83\u4f4e<\/td>\n<\/tr>\n<tr>\n<td><strong>FCR<\/strong><\/td>\n<td>65-75%<\/td>\n<td>\u8bb8\u591a\u95ee\u9898\uff08\u6280\u672f\u6545\u969c\u6392\u9664\u3001\u8ba1\u5212\u53d8\u66f4\uff09\u90fd\u5f88\u590d\u6742<\/td>\n<\/tr>\n<tr>\n<td><strong>AHT<\/strong><\/td>\n<td>6-9 \u5206\u949f<\/td>\n<td>\u5728\u89e3\u51b3\u8d26\u5355\/\u6280\u672f\u95ee\u9898\u548c\u7ba1\u7406\u5de5\u4f5c\u91cf\u4e4b\u95f4\u53d6\u5f97\u5e73\u8861<\/td>\n<\/tr>\n<tr>\n<td><strong>\u91cd\u590d\u547c\u53eb\u7387<\/strong><\/td>\n<td>\u4f4e\u4e8e 25%<\/td>\n<td>\u53cd\u590d\u51fa\u73b0\u7684\u8d26\u5355\u95ee\u9898\u6216\u672a\u89e3\u51b3\u7684\u6280\u672f\u95ee\u9898\u5bfc\u81f4\u91cd\u590d\u6765\u7535<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u91cd\u70b9\u9886\u57df\uff1a<\/strong>\u00a0\u8d26\u5355\u51c6\u786e\u6027\u3001\u7f51\u7edc\u6545\u969c\u6392\u9664\u4e13\u4e1a\u77e5\u8bc6\u3001\u7b80\u5355\u4efb\u52a1\u7684\u81ea\u52a9\u670d\u52a1\uff08\u8d26\u5355\u652f\u4ed8\u3001\u8ba1\u5212\u53d8\u66f4\uff09<\/p>\n<p><strong>\u5982\u4f55\u4f7f\u7528\u884c\u4e1a\u57fa\u51c6\uff1a<\/strong><\/p>\n<ol>\n<li><strong>\u4ece\u884c\u4e1a\u5e73\u5747\u503c\u5165\u624b<\/strong>, \u7136\u540e\u6839\u636e\u60a8\u7684\u5177\u4f53\u60c5\u51b5\u8fdb\u884c\u8c03\u6574\uff1a\n<ul>\n<li>\u590d\u6742\u5ea6\u8f83\u9ad8\u7684\u4e1a\u52a1\uff08\u6280\u672f\u652f\u6301\uff09\u7684 AHT \u5e94\u8be5\u8f83\u9ad8\uff0cFCR \u53ef\u80fd\u8f83\u4f4e<\/li>\n<li>\u4e0e\u9884\u7b97\u6709\u9650\u7684\u7ade\u4e89\u5bf9\u624b\u76f8\u6bd4\uff0c\u9ad8\u7aef\u54c1\u724c\u7684 CSAT\/NPS \u76ee\u6807\u66f4\u9ad8<\/li>\n<li>\u53d7\u76d1\u7ba1\u884c\u4e1a\uff08\u533b\u7597\u4fdd\u5065\u3001\u91d1\u878d\uff09\u5fc5\u987b\u4f18\u5148\u8003\u8651\u5408\u89c4\u6027\u800c\u975e\u901f\u5ea6<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4e0d\u8981\u76f2\u76ee\u7167\u642c\u57fa\u51c6\uff1a<\/strong>\n<ul>\n<li>\u5982\u679c\u60a8\u7684 FCR \u662f 58%\uff0c\u800c\u884c\u4e1a\u5e73\u5747\u6c34\u5e73\u662f 75%\uff0c\u5219\u4e0d\u8981\u5c06 75% \u8bbe\u4e3a\u4e0b\u4e2a\u6708\u7684\u76ee\u6807<\/li>\n<li>\u8bbe\u5b9a\u9012\u589e\u76ee\u6807\uff1a30 \u5929\u5185 63%\uff0c60 \u5929\u5185 68%\uff0c90 \u5929\u5185 73%<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4e0e\u7c7b\u4f3c\u89c4\u6a21\u7684\u4f01\u4e1a\u8fdb\u884c\u6bd4\u8f83\uff1a<\/strong>\n<ul>\n<li>\u62e5\u6709 50 \u4e2a\u4ee3\u7406\u7684\u521d\u521b\u4f01\u4e1a\u4e0d\u5e94\u4e0e\u62e5\u6709 1000 \u4e2a\u4ee3\u7406\u7684\u4f01\u4e1a\u76f8\u63d0\u5e76\u8bba<\/li>\n<li>\u4e1a\u52a1\u6d41\u7a0b\u5916\u5305\u57fa\u51c6\u4e0e\u5185\u90e8\u8054\u7edc\u4e2d\u5fc3\u4e0d\u540c<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u8ddf\u8e2a\u4f60\u7684\u8fdb\u6b65\u8f68\u8ff9\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u7edd\u5bf9\u6570\u5b57\uff1a<\/strong>\n<ul>\n<li>\u4ece 65% FCR \u5230 72% \u662f\u4e00\u79cd\u8fdb\u6b65\uff0c\u5373\u4f7f\u884c\u4e1a\u5e73\u5747\u6c34\u5e73\u662f 75%<\/li>\n<li>\u5e86\u795d\u80dc\u5229\u548c\u52bf\u5934<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<h2>\u547c\u53eb\u4e2d\u5fc3 KPI \u8981\u7d20\uff1a\u5feb\u901f\u4e00\u89c8<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12904\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/30.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/30.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/30-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/30-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>\u9876\u7ea7\u5ba2\u6237\u4f53\u9a8c\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h3>\n<ul>\n<li><strong>\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206 (CSAT)<\/strong> - \u4e92\u52a8\u540e\u8868\u793a\u6ee1\u610f\u7684\u5ba2\u6237\u767e\u5206\u6bd4\u3002.<\/li>\n<li><strong>\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206 (NPS)<\/strong> - \u5ba2\u6237\u5411\u4ed6\u4eba\u63a8\u8350\u60a8\u7684\u54c1\u724c\u7684\u53ef\u80fd\u6027\u6709\u591a\u5927\u3002.<\/li>\n<li><strong>\u5ba2\u6237\u52aa\u529b\u5f97\u5206 (CES)<\/strong> - \u5ba2\u6237\u89e3\u51b3\u95ee\u9898\u7684\u96be\u6613\u7a0b\u5ea6\u3002.<\/li>\n<li><strong>\u9996\u6b21\u63a5\u89e6\u89e3\u51b3\uff08FCR\uff09<\/strong> - \u5728\u7b2c\u4e00\u6b21\u4e92\u52a8\u4e2d\u89e3\u51b3\u95ee\u9898\u7684\u767e\u5206\u6bd4\u3002.<\/li>\n<li><strong>\u8d28\u91cf\/\u8d28\u91cf\u4fdd\u8bc1\u5f97\u5206<\/strong> - \u4ee3\u7406\u4eba\u5728\u9075\u5b88\u6d41\u7a0b\u3001\u6362\u4f4d\u601d\u8003\u548c\u51c6\u786e\u89e3\u51b3\u95ee\u9898\u65b9\u9762\u7684\u8868\u73b0\u3002.<\/li>\n<\/ul>\n<h3>\u6700\u9ad8\u670d\u52a1\u6c34\u5e73\u548c\u54cd\u5e94\u80fd\u529b\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h3>\n<ul>\n<li><strong>\u5e73\u5747\u5e94\u7b54\u901f\u5ea6 (ASA)<\/strong> - \u547c\u53eb\u8005\u5728\u961f\u5217\u4e2d\u7b49\u5f85\u5ea7\u5e2d\u63a5\u542c\u7684\u5e73\u5747\u65f6\u95f4\u3002.<\/li>\n<li><strong>\u670d\u52a1\u6c34\u5e73<\/strong> - \u5728\u76ee\u6807\u65f6\u95f4\u5185\u63a5\u542c\u7535\u8bdd\u7684\u767e\u5206\u6bd4\uff08\u4f8b\u5982\uff0c80% \u5728 20 \u79d2\u5185\u63a5\u542c\uff09\u3002.<\/li>\n<li><strong>\u9996\u6b21\u54cd\u5e94\u65f6\u95f4\uff08FRT\uff09<\/strong> - \u901a\u8fc7\u7535\u8bdd\u3001\u804a\u5929\u3001\u7535\u5b50\u90ae\u4ef6\u548c\u5176\u4ed6\u6e20\u9053\u4f5c\u51fa\u521d\u6b65\u56de\u5e94\u7684\u65f6\u95f4\u3002.<\/li>\n<li><strong>\u547c\u53eb\u653e\u5f03\u7387<\/strong> - \u5728\u63a5\u901a\u5ea7\u5e2d\u4e4b\u524d\u6302\u65ad\u7535\u8bdd\u7684\u6765\u7535\u8005\u767e\u5206\u6bd4\u3002.<\/li>\n<li><strong>\u88ab\u62e6\u622a\u7535\u8bdd\u7684\u767e\u5206\u6bd4<\/strong> - \u6536\u5230\u5fd9\u97f3\u6216\u65e0\u6cd5\u8fdb\u5165\u7cfb\u7edf\u7684\u547c\u53eb\u8005\u767e\u5206\u6bd4\u3002.<\/li>\n<\/ul>\n<h3>\u9876\u7ea7\u4ee3\u7406\u7ee9\u6548\u548c\u751f\u4ea7\u529b\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h3>\n<ul>\n<li><strong>\u5e73\u5747\u5904\u7406\u65f6\u95f4\uff08AHT\uff09<\/strong> - \u6bcf\u6b21\u4e92\u52a8\u7684\u5e73\u5747\u603b\u65f6\u957f\uff0c\u5305\u62ec\u901a\u8bdd\u3001\u4fdd\u6301\u901a\u8bdd\u548c\u901a\u8bdd\u540e\u5de5\u4f5c\u3002.<\/li>\n<li><strong>\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570<\/strong> - \u4e00\u540d\u5de5\u4f5c\u4eba\u5458\u6bcf\u751f\u4ea7\u5c0f\u65f6\u5e73\u5747\u5904\u7406\u7684\u7535\u8bdd\u6570\u91cf\u3002.<\/li>\n<li><strong>\u4ee3\u7406\u5229\u7528\u7387\/\u5360\u7528\u7387<\/strong> - \u4ee3\u7406\u4eba\u7528\u4e8e\u5904\u7406\u4e92\u52a8\u7684\u5e26\u85aa\u65f6\u95f4\u767e\u5206\u6bd4\u3002.<\/li>\n<li><strong>\u9075\u5b88\u65f6\u95f4\u8868<\/strong> - \u4ee3\u7406\u4eba\u5982\u4f55\u4e25\u683c\u9075\u5b88\u6307\u5b9a\u7684\u65f6\u95f4\u8868\u548c\u4f11\u606f\u65f6\u95f4\u3002.<\/li>\n<li><strong>\u5e73\u5747\u901a\u8bdd\u540e\u5de5\u4f5c\u65f6\u95f4 (ACW)<\/strong> - \u6bcf\u6b21\u901a\u8bdd\u540e\u7528\u4e8e\u603b\u7ed3\u5de5\u4f5c\u7684\u5e73\u5747\u65f6\u95f4\u3002.<\/li>\n<li><strong>\u4f20\u8f93\u901f\u7387<\/strong> - \u8f6c\u63a5\u5230\u5176\u4ed6\u5ea7\u5e2d\u3001\u961f\u5217\u6216\u90e8\u95e8\u7684\u547c\u53eb\u767e\u5206\u6bd4\u3002.<\/li>\n<\/ul>\n<h3>\u6700\u9ad8\u8fd0\u8425\u548c\u6210\u672c\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h3>\n<ul>\n<li><strong>\u63d0\u4f9b\u7684\u547c\u53eb\u4e0e\u5904\u7406\u7684\u547c\u53eb<\/strong> - \u6709\u591a\u5c11\u8054\u7edc\u4eba\u5230\u573a\uff0c\u6709\u591a\u5c11\u8054\u7edc\u4eba\u5904\u7406\u5b8c\u6bd5\u3002.<\/li>\n<li><strong>\u7535\u8bdd\u5230\u8fbe\u7387\u548c\u9ad8\u5cf0\u65f6\u6bb5\u4ea4\u901a\u91cf<\/strong> - \u968f\u7740\u65f6\u95f4\u7684\u63a8\u79fb\uff0c\u63a5\u89e6\u91cf\u7684\u6a21\u5f0f\u4f1a\u51fa\u73b0\u5cf0\u503c\u3002.<\/li>\n<li><strong>\u91cd\u590d\u547c\u53eb\u7387<\/strong> - \u5c31\u540c\u4e00\u95ee\u9898\u518d\u6b21\u4e0e\u60a8\u8054\u7cfb\u7684\u5ba2\u6237\u6bd4\u4f8b\u3002.<\/li>\n<li><strong>\u67e5\u8be2\u5e73\u5747\u5e74\u9f84\/\u670d\u52a1\u5355\u79ef\u538b\u65f6\u95f4<\/strong> - \u60ac\u800c\u672a\u51b3\u7684\u6848\u4ef6\u8fd8\u6709\u591a\u957f\u65f6\u95f4\u3002.<\/li>\n<li><strong>\u6bcf\u6b21\u547c\u53eb\u6210\u672c\/\u6bcf\u6b21\u4e92\u52a8\u6210\u672c<\/strong> - \u5904\u7406\u6bcf\u6b21\u4e92\u52a8\u7684\u5e73\u5747\u6210\u672c\u3002.<\/li>\n<\/ul>\n<h3>\u5173\u952e\u4eba\u5de5\u667a\u80fd\u548c\u6570\u5b57\u6e20\u9053 KPI\uff08\u9488\u5bf9\u66f4\u9ad8\u7ea7\u7684\u56e2\u961f\uff09<\/h3>\n<ul>\n<li><strong>\u901a\u9053\u6df7\u5408<\/strong> - \u6309\u6e20\u9053\uff08\u8bed\u97f3\u3001\u804a\u5929\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u4fe1\u606f\u3001\u81ea\u52a9\u670d\u52a1\uff09\u5212\u5206\u7684\u6570\u91cf\u4efd\u989d\u3002.<\/li>\n<li><strong>\u901a\u9053\u5c01\u95ed\u7387<\/strong> - \u5728\u540c\u4e00\u901a\u9053\u5185\u65e0\u9700\u5207\u6362\u5373\u53ef\u89e3\u51b3\u95ee\u9898\u7684\u767e\u5206\u6bd4\u3002.<\/li>\n<li><strong>\u50f5\u5c38\u904f\u5236\u7387<\/strong> - \u804a\u5929\u673a\u5668\u4eba\u6216\u8bed\u97f3\u673a\u5668\u4eba\u5728\u6ca1\u6709\u4ee3\u7406\u7684\u60c5\u51b5\u4e0b\u89e3\u51b3\u7684\u4e92\u52a8\u767e\u5206\u6bd4\u3002.<\/li>\n<li><strong>\u56de\u62e8\u670d\u52a1\u548c\u4f7f\u7528\u7387<\/strong> - \u63d0\u4f9b\u56de\u7535\u7684\u9891\u7387\u548c\u5ba2\u6237\u63a5\u53d7\u7684\u9891\u7387\u3002.<\/li>\n<\/ul>\n<h2>\u5ba2\u6237\u4f53\u9a8c\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12902\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/28.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/28.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/28-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/28-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206 (CSAT)<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nCSAT \u8861\u91cf\u5ba2\u6237\u5bf9\u7279\u5b9a\u4e92\u52a8\u6216\u4f53\u9a8c\u7684\u6ee1\u610f\u5ea6\u3002.<\/p>\n<p>\u60a8\u901a\u5e38\u4f1a\u5728\u901a\u8bdd\u6216\u804a\u5929\u540e\u7acb\u5373\u901a\u8fc7\u7b80\u77ed\u7684\u8c03\u67e5\u6765\u6536\u96c6 CSAT\uff0c\u91c7\u7528 1-5 \u6216 1-10 \u7684\u8bc4\u5206\u6807\u51c6\u3002\u5e38\u89c1\u95ee\u9898<\/p>\n<blockquote><p>\u201c\u60a8\u5bf9\u4eca\u5929\u83b7\u5f97\u7684\u652f\u6301\u6ee1\u610f\u5417\uff1f\u201d<\/p><\/blockquote>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<p>\u5927\u591a\u6570\u56e2\u961f\u53ea\u628a\u6700\u9ad8\u8bc4\u5206\u7b97\u4f5c \u201c\u6ee1\u610f\u201d\uff1a<\/p>\n<blockquote><p>CSAT (%) = (\u201c\u6ee1\u610f \u201d\u6216 \u201c\u975e\u5e38\u6ee1\u610f \u201d\u7684\u7b54\u590d\u6570 \u00f7 \u7b54\u590d\u603b\u6570) \u00d7 100<\/p><\/blockquote>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u826f\u597d CSAT\uff1a 75-84%<\/li>\n<li>\u4e16\u754c\u7ea7 CSAT\uff1a85% \u6216\u66f4\u9ad8<\/li>\n<li>\u4f4e\u4e8e 75%\uff1a\u9700\u8981\u5927\u5e45\u6539\u8fdb<\/li>\n<li>\u7ade\u4e89\u6fc0\u70c8\u884c\u4e1a\uff08\u79d1\u6280\u3001\u7535\u5b50\u5546\u52a1\uff09\u4e2d\u7684\u4f7c\u4f7c\u8005\uff0c\u76ee\u6807 90%+<\/li>\n<\/ul>\n<p>\u6309\u961f\u5217\u3001\u4ea7\u54c1\u6216\u95ee\u9898\u7c7b\u578b\u8ddf\u8e2a CSAT\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u4e00\u4e2a\u603b\u5206\u3002.<\/p>\n<p>\u89c2\u5bdf\u968f\u7740\u65f6\u95f4\u63a8\u79fb\u548c\u53d8\u5316\uff08\u65b0\u811a\u672c\u3001\u65b0\u5de5\u5177\u3001\u65b0\u653f\u7b56\uff09\u540e\u7684\u8d8b\u52bf\u3002.<\/p>\n<p>\u5c06\u4f4e CSAT \u4e92\u52a8\u4f5c\u4e3a\u8f85\u5bfc\u6750\u6599\u548c\u6d41\u7a0b\u4fee\u590d\u89e6\u53d1\u5668\u3002.<\/p>\n<p>\u4fdd\u6301 CSAT \u8c03\u67e5\u7b80\u5355\u3001\u7b80\u77ed\u3002\u4e00\u4e24\u4e2a\u95ee\u9898\u5c31\u8db3\u4ee5\u4fdd\u6301\u8f83\u9ad8\u7684\u56de\u590d\u7387\u3002.<\/p>\n<h3>\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206 (NPS)<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nNPS \u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u53ca\u5176\u63a8\u8350\u54c1\u724c\u7684\u53ef\u80fd\u6027\u3002.<\/p>\n<p>\u4f60\u95ee\uff1a<\/p>\n<blockquote><p>\u201c\u60a8\u5411\u670b\u53cb\u6216\u540c\u4e8b\u63a8\u8350\u6211\u4eec\u7684\u53ef\u80fd\u6027\u6709\u591a\u5927\uff1f(0-10\u5206\uff09<\/p><\/blockquote>\n<p>\u5ba2\u6237\u53ef\u5206\u4e3a\u4e09\u7c7b\uff1a<\/p>\n<ul>\n<li><strong>\u5ba3\u4f20\u5458 (9-10)<\/strong> - \u5fe0\u5b9e\u7684\u7231\u597d\u8005\uff0c\u4ed6\u4eec\u5f88\u53ef\u80fd\u4f1a\u5ba3\u4f20\u4f60\u3002.<\/li>\n<li><strong>\u88ab\u52a8\uff087-8\uff09<\/strong> - \u6ee1\u610f\u4f46\u4e0d\u70ed\u60c5\u3002.<\/li>\n<li><strong>\u53cd\u5bf9\u8005\uff080-6\uff09<\/strong> - \u4e0d\u6ee1\u610f\u7684\u5ba2\u6237\uff0c\u4ed6\u4eec\u53ef\u80fd\u4f1a\u901a\u8fc7\u8d1f\u9762\u53e3\u7891\u635f\u5bb3\u4f60\u7684\u54c1\u724c\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<p style=\"padding-left: 40px;\">NPS = % \u63a8\u5e7f\u8005 - % \u6d88\u6781\u8005<\/p>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u4e0d\u540c\u884c\u4e1a\u7684\u5f97\u5206\u5dee\u5f02\u5f88\u5927<\/li>\n<li>\u826f\u597d NPS\uff1a30-50<\/li>\n<li>\u4f18\u79c0 NPS\uff1a50-70<\/li>\n<li>\u4e16\u754c\u7ea7 NPS\uff1a70+<\/li>\n<li>\u6d88\u6781\u7684 NPS \u8868\u660e\uff0c\u53cd\u5bf9\u8005\u591a\u4e8e\u652f\u6301\u8005--\u95ee\u9898\u4e25\u91cd<\/li>\n<\/ul>\n<p><strong style=\"font-style: italic;\">\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<p>NPS \u901a\u5e38\u7531\u8425\u9500\u90e8\u95e8\u51b3\u5b9a\uff0c\u4f46\u547c\u53eb\u4e2d\u5fc3\u5bf9\u5176\u5f71\u54cd\u5f88\u5927\u3002\u5373\u4f7f\u4ea7\u54c1\u518d\u597d\uff0c\u7cdf\u7cd5\u7684\u670d\u52a1\u4f53\u9a8c\u4e5f\u4f1a\u62d6\u7d2f NPS\u3002.<\/p>\n<ul>\n<li>\u6309\u6e20\u9053\u3001\u961f\u5217\u6216\u539f\u56e0\uff08\u201c\u4ea4\u4ed8\u540e\u652f\u6301\u201d\u3001\u201c\u8ba1\u8d39\u5e2e\u52a9\u201d\u3001\u201c\u4e2d\u65ad\u652f\u6301\u201d\uff09\u5212\u5206 NPS\u3002.<\/li>\n<li>\u4f7f\u7528\u9010\u5b57\u8bb0\u5f55\u7684\u8bc4\u8bba\u6765\u786e\u5b9a\u53cd\u590d\u51fa\u73b0\u7684\u670d\u52a1\u95ee\u9898\u3002.<\/li>\n<li>\u8ddf\u8e2a FCR\u3001ASA \u6216 CSAT \u7684\u6539\u8fdb\u5728 NPS \u4e2d\u7684\u4f53\u73b0\u3002.<\/li>\n<\/ul>\n<h3>\u5ba2\u6237\u52aa\u529b\u5f97\u5206 (CES)<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nCES \u8861\u91cf\u5ba2\u6237\u4e0e\u60a8\u89e3\u51b3\u95ee\u9898\u7684\u96be\u6613\u7a0b\u5ea6\u3002.<\/p>\n<p>\u4e00\u4e2a\u5e38\u89c1\u95ee\u9898<\/p>\n<blockquote><p>\u201c\u4eca\u5929\u5f88\u5bb9\u6613\u5c31\u89e3\u51b3\u4e86\u6211\u7684\u95ee\u9898\u201d\u3002\u201d<br \/>\n\u91cf\u8868\uff1a1\uff08\u975e\u5e38\u4e0d\u540c\u610f\uff09\u81f3 5 \u6216 7\uff08\u975e\u5e38\u540c\u610f\uff09\u3002.<\/p><\/blockquote>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<p>\u60a8\u53ef\u4ee5\u4f7f\u7528\u5e73\u5747\u5f97\u5206\u6216\u9ad8\u52aa\u529b\u4e0e\u4f4e\u52aa\u529b\u56de\u590d\u7684\u767e\u5206\u6bd4\u3002\u8bb8\u591a\u56e2\u961f\u5173\u6ce8\u7684\u662f \u201c\u540c\u610f \u201d\u6216 \u201c\u975e\u5e38\u540c\u610f \u201d\u64cd\u4f5c\u7b80\u5355\u7684\u5ba2\u6237\u6bd4\u4f8b\u3002.<\/p>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<p>\u9ad8\u5ea6\u52aa\u529b\u7684\u6837\u5b50\uff1a<\/p>\n<ul>\n<li>\u6f2b\u957f\u7684\u7b49\u5f85\uff0c\u6ca1\u6709\u660e\u786e\u7684\u9884\u671f\u3002.<\/li>\n<li>\u5faa\u73af\u64ad\u653e\u7684\u590d\u6742 IVR \u83dc\u5355\u3002.<\/li>\n<li>\u591a\u6b21\u8f6c\u8d26\u548c\u53cd\u590d\u8eab\u4efd\u68c0\u67e5\u3002.<\/li>\n<li>\u9700\u8981\u5207\u6362\u9891\u9053\uff08\u4ece\u804a\u5929\u5230\u7535\u8bdd\uff09\u624d\u80fd\u5b8c\u6210\u4e00\u9879\u4efb\u52a1\u3002.<\/li>\n<\/ul>\n<p>CES \u4e0e\u5fe0\u8bda\u5ea6\u5bc6\u5207\u76f8\u5173\u3002\u7814\u7a76\u8868\u660e\uff0c\u4f4e\u6210\u672c\u670d\u52a1\u6bd4\u5355\u7eaf\u7684 \u201c\u6109\u60a6 \u201d\u66f4\u80fd\u9884\u6d4b\u54c1\u724c\u7684\u5fe0\u8bda\u5ea6\u3002\u5229\u7528 CES \u627e\u51fa\u6d41\u7a0b\u4e2d\u7684\u6469\u64e6\u70b9\uff0c\u8bbe\u8ba1\u66f4\u7b80\u5355\u7684\u65c5\u7a0b\u3002.<\/p>\n<h3>\u9996\u6b21\u8054\u7cfb\u89e3\u51b3\uff08FCR\uff09\/\u9996\u6b21\u547c\u53eb\u89e3\u51b3<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nFCR \u662f\u6307\u5728\u89c4\u5b9a\u7684\u65f6\u95f4\u7a97\u53e3\uff08\u901a\u5e38\u4e3a 3-7 \u5929\uff09\u5185\uff0c\u5ba2\u6237\u95ee\u9898\u5728\u9996\u6b21\u63a5\u89e6\u4e2d\u5f97\u5230\u89e3\u51b3\uff0c\u4e14\u5ba2\u6237\u672a\u91c7\u53d6\u540e\u7eed\u884c\u52a8\u7684\u767e\u5206\u6bd4\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<blockquote><p>FCR (%) = (\u9996\u6b21\u8054\u7cfb\u5373\u89e3\u51b3\u95ee\u9898\u7684\u6570\u91cf \u00f7 \u95ee\u9898\u603b\u6570) \u00d7 100<\/p><\/blockquote>\n<p>\u60a8\u5fc5\u987b\u660e\u786e\u5b9a\u4e49 \u201c\u5df2\u89e3\u51b3\u201d\u3002\u8bb8\u591a\u56e2\u961f\u4f1a\u68c0\u67e5\u540c\u4e00\u5ba2\u6237\u662f\u5426\u5728\u7279\u5b9a\u65f6\u95f4\u5185\u5c31\u540c\u4e00\u95ee\u9898\u518d\u6b21\u4e0e\u60a8\u8054\u7cfb\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u9ad8 FCR \u901a\u5e38\u4f1a\u5bfc\u81f4<\/li>\n<li>\u964d\u4f4e\u91cd\u590d\u547c\u53eb\u7387\u3002.<\/li>\n<li>\u964d\u4f4e\u6bcf\u671f\u603b\u6210\u672c\u3002.<\/li>\n<li>\u66f4\u9ad8\u7684 CSAT\u3001NPS \u548c\u66f4\u4f4e\u7684 CES\uff08\u5ba2\u6237\u82b1\u8d39\u7684\u7cbe\u529b\u66f4\u5c11\uff09\u3002.<\/li>\n<li>\u4f4e FCR \u662f\u6d41\u7a0b\u3001\u653f\u7b56\u6216\u5de5\u5177\u51fa\u73b0\u6839\u672c\u95ee\u9898\u7684\u4fe1\u53f7\u3002.<\/li>\n<\/ul>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u826f\u597d FCR\uff1a 70-79%<\/li>\n<li>\u4e16\u754c\u7ea7 FCR\uff1a80% \u6216\u66f4\u9ad8\uff08\u53ea\u6709 5% \u7684\u547c\u53eb\u4e2d\u5fc3\u8fbe\u5230\u8fd9\u4e00\u6c34\u5e73\uff09<\/li>\n<li>\u56e0\u547c\u53eb\u7c7b\u578b\u800c\u5f02\uff1a\u7b80\u5355\u7684\u67e5\u8be2\u53ef\u80fd\u9700\u8981 85-90%\uff0c\u590d\u6742\u7684\u6280\u672f\u652f\u6301\u9700\u8981 60-70%<\/li>\n<li>\u8d44\u6599\u6765\u6e90SQM \u96c6\u56e2\u5bf9 500 \u591a\u5bb6\u5317\u7f8e\u547c\u53eb\u4e2d\u5fc3\u8fdb\u884c\u7684\u8c03\u67e5<\/li>\n<\/ul>\n<p><strong style=\"font-style: italic;\">\u5982\u4f55\u63d0\u9ad8 FCR<\/strong><\/p>\n<ul>\n<li>\u5efa\u7acb\u5e76\u7ef4\u62a4\u4e00\u4e2a\u5f3a\u5927\u7684\u3001\u53ef\u641c\u7d22\u7684\u77e5\u8bc6\u5e93\u3002.<\/li>\n<li>\u4f7f\u7528\u57fa\u4e8e\u6280\u80fd\u7684\u8def\u7531\u9009\u62e9\uff0c\u8ba9\u5ba2\u6237\u5728\u7b2c\u4e00\u65f6\u95f4\u8054\u7cfb\u5230\u5408\u9002\u7684\u4eba\u5458\u3002.<\/li>\n<li>\u8d4b\u4e88\u4ee3\u7406\u5546\u660e\u786e\u7684\u653f\u7b56\u548c\u8db3\u591f\u7684\u6743\u529b\uff0c\u4ee5\u5207\u5b9e\u89e3\u51b3\u95ee\u9898\u3002.<\/li>\n<li>\u6df1\u5165\u57f9\u8bad\u6700\u91cd\u8981\u7684\u63a5\u89e6\u7406\u7531\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u811a\u672c\u3002.<\/li>\n<li>\u6309\u961f\u5217\u548c\u547c\u53eb\u539f\u56e0\u68c0\u67e5 FCR\uff0c\u627e\u51fa\u6700\u4e25\u91cd\u7684\u75db\u70b9\u3002.<\/li>\n<\/ul>\n<p>\u5207\u52ff\u4e3a\u4e86\u63d0\u9ad8 FCR \u800c\u50ac\u4fc3\u5ea7\u5e2d\u5feb\u901f\u7ed3\u675f\u901a\u8bdd\u3002\u59cb\u7ec8\u5728\u76d1\u63a7 CSAT \u548c\u91cd\u590d\u547c\u53eb\u7387\u7684\u540c\u65f6\u76d1\u63a7 FCR\u3002.<\/p>\n<h3>\u8d28\u91cf\u4fdd\u8bc1 (QA) \u5206\u6570\/\u8d28\u91cf\u5f97\u5206<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nQA \u5206\u6570\u662f\u6839\u636e\u8bc4\u5206\u8868\u5bf9\u4ee3\u7406\u5904\u7406\u4e92\u52a8\u60c5\u51b5\u7684\u5185\u90e8\u8bc4\u7ea7\u3002.<\/p>\n<p>\u5178\u578b\u7684\u8d28\u91cf\u4fdd\u8bc1\u8868\u683c\u5305\u62ec<\/p>\n<ul>\n<li>\u95ee\u5019\u548c\u8bc6\u522b\u3002.<\/li>\n<li>\u503e\u542c\u548c\u6362\u4f4d\u601d\u8003\u3002.<\/li>\n<li>\u63a2\u7a76\u548c\u89e3\u51b3\u95ee\u9898\u3002.<\/li>\n<li>\u51c6\u786e\u6027\u548c\u5408\u89c4\u6027\u3002.<\/li>\n<li>\u660e\u786e\u7684\u4e0b\u4e00\u6b65\u548c\u7ed3\u675f\u8bed\u3002.<\/li>\n<li>\u9002\u5f53\u7684\u6587\u4ef6\u3002.<\/li>\n<\/ul>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<p>CSAT \u548c NPS \u53cd\u6620\u4e86\u5ba2\u6237\u7684\u770b\u6cd5\u3002QA \u53cd\u6620\u7684\u662f\u5185\u90e8\u5bf9\u8d28\u91cf\u548c\u5408\u89c4\u6027\u7684\u770b\u6cd5\u3002\u5b83\u4eec\u5171\u540c\u663e\u793a\u4e86\u4ee3\u7406\u5546\u662f\u5426\u6709\u6548\uff0c\u662f\u5426\u7b26\u5408\u54c1\u724c\u8981\u6c42\u3002.<\/p>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5728\u8f85\u5bfc\u8bfe\u7a0b\u4e2d\u4f7f\u7528 QA \u5206\u6570\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u4f5c\u4e3a\u76d1\u7763\u5de5\u5177\u3002.<\/li>\n<li>\u6bcf\u6708\u5bf9\u6bcf\u4f4d\u4ee3\u7406\u7684\u901a\u8bdd\u8fdb\u884c\u62bd\u6837\u5ba1\u67e5\uff0c\u91cd\u70b9\u5ba1\u67e5\u9ad8\u98ce\u9669\u4e92\u52a8\uff08\u6295\u8bc9\u3001\u5347\u7ea7\u3001\u9000\u6b3e\uff09\u3002.<\/li>\n<li>\u5c06\u8d28\u91cf\u4fdd\u8bc1\u8d8b\u52bf\u4e0e AHT \u548c FCR \u7ed3\u5408\u8d77\u6765\uff0c\u5c31\u80fd\u770b\u51fa\u8c01\u66f4\u9ad8\u6548\u3001\u66f4\u51c6\u786e\uff0c\u8c01\u66f4\u5feb\u4f46\u66f4\u9a6c\u864e\u3002.<\/li>\n<\/ul>\n<h2>\u670d\u52a1\u6c34\u5e73\u548c\u54cd\u5e94\u5ea6\u91cf<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12884\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/12.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/12.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/12-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/12-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>\u5e73\u5747\u5e94\u7b54\u901f\u5ea6 (ASA)<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nASA \u662f\u6307\u547c\u53eb\u8005\u5728\u5ea7\u5e2d\u5e94\u7b54\u524d\u5728\u961f\u5217\u4e2d\u7b49\u5f85\u7684\u5e73\u5747\u65f6\u95f4\u3002\u5b83\u901a\u5e38\u4e0d\u5305\u62ec IVR \u5bfc\u822a\u65f6\u95f4\uff0c\u5177\u4f53\u53d6\u51b3\u4e8e\u7cfb\u7edf\u7684\u8ddf\u8e2a\u65b9\u5f0f\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<blockquote><p>ASA = \u961f\u5217\u4e2d\u7684\u603b\u7b49\u5f85\u65f6\u95f4\u00f7\u5df2\u63a5\u542c\u7535\u8bdd\u6570<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u4f4e ASA \u610f\u5473\u7740\u5ba2\u6237\u80fd\u5feb\u901f\u8054\u7cfb\u5230\u60a8\uff0c\u5e76\u611f\u53d7\u5230\u60a8\u5bf9\u4ed6\u4eec\u65f6\u95f4\u7684\u91cd\u89c6\u3002.<\/li>\n<li>\u9ad8 ASA \u4f1a\u5bfc\u81f4\u66f4\u9ad8\u7684\u653e\u5f03\u7387\u3001\u66f4\u4f4e\u7684 CSAT \u548c\u66f4\u591a\u7684\u6295\u8bc9\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u4ee5 15 \u5206\u949f\u4e3a\u95f4\u9694\u8ddf\u8e2a ASA\uff0c\u4ee5\u4e86\u89e3\u9ad8\u5cf0\u65f6\u6bb5\u7684\u4ea4\u901a\u6a21\u5f0f\u3002.<\/li>\n<li>\u6309\u961f\u5217\u89c2\u5bdf ASA\uff0c\u6355\u6349\u7279\u5b9a\u7684\u95ee\u9898\u9886\u57df\uff08\u4f8b\u5982\uff0c\u8ba1\u8d39\u4e0e\u6280\u672f\u652f\u6301\uff09\u3002.<\/li>\n<li>\u907f\u514d \u201c\u73a9\u5f04\u201d ASA\uff0c\u5f3a\u8feb\u5ea7\u5e2d\u7acb\u5373\u63a5\u542c\uff0c\u7136\u540e\u8ba9\u5ba2\u6237\u957f\u65f6\u95f4\u7b49\u5f85\u3002\u5e73\u8861 ASA \u4e0e FCR \u548c QA\u3002.<\/li>\n<\/ul>\n<h3>\u670d\u52a1\u6c34\u5e73\uff08% \u7535\u8bdd\u5728 X \u79d2\u5185\u63a5\u901a\uff09<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u670d\u52a1\u6c34\u5e73\u662f\u6307\u5728\u89c4\u5b9a\u65f6\u95f4\u5185\u63a5\u542c\u7535\u8bdd\u7684\u767e\u5206\u6bd4\uff0c\u5982 80% \u5728 20 \u79d2\u5185\u63a5\u542c\u7535\u8bdd\u7684\u767e\u5206\u6bd4\uff08\u7ecf\u5178\u7684 \u201c80\/20 \u201d\u76ee\u6807\uff09\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<p>\u4e3e\u4f8b\u8bf4\u660e\uff1a\u5982\u679c\u60a8\u63a5\u5230 1,000 \u4e2a\u7535\u8bdd\uff0c\u5e76\u5728 20 \u79d2\u5185\u63a5\u542c\u4e86\u5176\u4e2d\u7684 820 \u4e2a\uff1a<\/p>\n<blockquote><p>\u670d\u52a1\u7b49\u7ea7 = 820 \u00f7 1 000 = 82%<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u670d\u52a1\u6c34\u5e73\u662f\u52b3\u52a8\u529b\u7ba1\u7406\u548c\u4eba\u5458\u914d\u7f6e\u6a21\u5f0f\u7684\u652f\u67f1\u3002.<\/li>\n<li>\u5b83\u5c06\u5ba2\u6237\u7684\u671f\u671b\u8f6c\u5316\u4e3a\u660e\u786e\u7684\u6570\u5b57\u76ee\u6807\u3002.<\/li>\n<\/ul>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u6807\u51c6\uff1a80% \u7684\u901a\u8bdd\u5728 20 \u79d2\u5185\u63a5\u901a\uff0880\/20 \u89c4\u5219\uff09<\/li>\n<li>\u9886\u5148\u7684\u547c\u53eb\u4e2d\u5fc3\u73b0\u5728\u7684\u76ee\u6807\u662f\uff1a15 \u79d2\u5185\u5b8c\u6210 90% (90\/15)<\/li>\n<li>\u533b\u7597\u4fdd\u5065\/\u7d27\u6025\u652f\u6301\uff1a90% 20 \u79d2\u6216\u66f4\u5feb<\/li>\n<\/ul>\n<p><strong style=\"font-style: italic;\">\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5546\u5b9a\u54ea\u4e9b\u7535\u8bdd\u7b97 \u201c\u5df2\u63a5\u542c\u201d\uff0c\u54ea\u4e9b\u7535\u8bdd\u4e0d\u7b97\u4f5c \"\u5df2\u63a5\u542c\"\uff08\u4f8b\u5982\uff0c5 \u79d2\u949f\u4ee5\u5185\u7684\u77ed\u65f6\u95f4\u653e\u5f03\u7535\u8bdd\uff09\u3002.<\/li>\n<li>\u8ddf\u8e2a\u6bcf\u4e2a\u961f\u5217\u548c\u6bcf\u4e2a 15-30 \u5206\u949f\u95f4\u9694\u7684\u670d\u52a1\u6c34\u5e73\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u6bcf\u65e5\u5e73\u5747\u6c34\u5e73\u3002.<\/li>\n<li>\u5229\u7528\u5386\u53f2\u670d\u52a1\u6c34\u5e73\u548c\u547c\u53eb\u5230\u8fbe\u6570\u636e\u9884\u6d4b\u4eba\u5458\u9700\u6c42\u3002.<\/li>\n<\/ul>\n<h3>\u8bed\u97f3\u548c\u6570\u5b57\u4fe1\u9053\u7684\u9996\u6b21\u54cd\u5e94\u65f6\u95f4 (FRT)<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nFRT \u8861\u91cf\u5ba2\u6237\u901a\u8fc7\u6240\u6709\u6e20\u9053\u8054\u7cfb\u6211\u4eec\u540e\uff0c\u6536\u5230\u521d\u6b65\u56de\u590d\u6240\u9700\u7684\u65f6\u95f4\u3002.<\/p>\n<ul>\n<li>\u7535\u8bdd\uff1a\u4ece\u8fdb\u5165\u961f\u5217\u5230\u63a5\u542c\u7535\u8bdd\u4e4b\u95f4\u7684\u65f6\u95f4\uff08\u63a5\u8fd1 ASA\uff09\u3002.<\/li>\n<li>\u804a\u5929\uff1a\u4ece\u5ba2\u6237\u53d1\u51fa\u7b2c\u4e00\u6761\u4fe1\u606f\u5230\u7b2c\u4e00\u4e2a\u4ee3\u7406\uff08\u6216\u673a\u5668\u4eba\uff09\u56de\u590d\u4e4b\u95f4\u7684\u65f6\u95f4\u3002.<\/li>\n<li>\u7535\u5b50\u90ae\u4ef6\/\u7968\u636e\uff1a\u4ece\u63d0\u4ea4\u5230\u7b2c\u4e00\u6b21\u6709\u610f\u4e49\u56de\u590d\u7684\u65f6\u95f4\u3002.<\/li>\n<li>\u793e\u4ea4\/\u6d88\u606f\uff1a\u4ece\u6d88\u606f\u5230\u9996\u6b21\u56de\u590d\u7684\u65f6\u95f4\u3002.<\/li>\n<\/ul>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<p>\u5ba2\u6237\u5bf9\u4e0d\u540c\u6e20\u9053\u7684\u901f\u5ea6\u671f\u671b\u4e0d\u540c\u3002\u5feb\u901f\u7684 FRT \u53ef\u4ee5\u8425\u9020\u79ef\u6781\u7684\u6c1b\u56f4\uff0c\u51cf\u5c11\u632b\u8d25\u611f\u3002FRT \u8fc7\u6162\uff0c\u5c24\u5176\u662f\u5728\u804a\u5929\u548c\u793e\u4ea4\u7b49 \u201c\u5b9e\u65f6 \u201d\u6e20\u9053\u4e0a\uff0c\u4f1a\u635f\u5bb3\u4fe1\u4efb\u3002.<\/p>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6309\u6e20\u9053\u8bbe\u5b9a\u5207\u5b9e\u53ef\u884c\u7684\u54cd\u5e94\u65f6\u95f4\u76ee\u6807\uff08\u4f8b\u5982\uff0c\u804a\u5929\u4e0d\u8d85\u8fc7 60 \u79d2\uff0c\u7535\u5b50\u90ae\u4ef6\u4e0d\u8d85\u8fc7 4 \u4e2a\u5de5\u4f5c\u5c0f\u65f6\uff09\u3002.<\/li>\n<li>\u4f7f\u7528\u81ea\u52a8\u56de\u590d\u4e3a\u8f83\u6162\u7684\u6e20\u9053\u8bbe\u5b9a\u671f\u671b\u503c\uff0c\u4f46\u4e0d\u8981\u5047\u88c5\u81ea\u52a8\u56de\u590d\u662f\u771f\u6b63\u7684\u89e3\u51b3\u65b9\u6848\u3002.<\/li>\n<li>\u8ddf\u8e2a FRT \u4ee5\u53ca CSAT \u548c CES\uff0c\u4e86\u89e3\u901f\u5ea6\u5bf9\u611f\u77e5\u52aa\u529b\u548c\u6ee1\u610f\u5ea6\u7684\u5f71\u54cd\u3002.<\/li>\n<\/ul>\n<h3>\u547c\u53eb\u653e\u5f03\u7387<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u653e\u5f03\u7387\u662f\u6307\u672a\u4e0e\u5ea7\u5e2d\u4eba\u5458\u901a\u8bdd\u5c31\u6302\u65ad\u7535\u8bdd\u7684\u6765\u7535\u8005\u6240\u5360\u7684\u767e\u5206\u6bd4\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<blockquote><p>\u653e\u5f03\u7387\uff08%\uff09=\uff08\u653e\u5f03\u547c\u53eb\u6570\u00f7\u6765\u7535\u603b\u6570\uff09\u00d7100<\/p><\/blockquote>\n<p>\u8bb8\u591a\u4e2d\u5fc3\u5c06\u975e\u5e38\u77ed\u7684\u547c\u53eb\uff08\u4f8b\u5982 5 \u79d2\u4ee5\u5185\uff09\u6392\u9664\u5728\u5916\uff0c\u4ee5\u907f\u514d\u8ba1\u7b97\u8bef\u62e8\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u9ad8\u653e\u5f03\u7387\u901a\u5e38\u610f\u5473\u7740\u7b49\u5f85\u65f6\u95f4\u8fc7\u957f\u3001IVR \u8bbe\u8ba1\u4e0d\u5f53\u6216\u9ad8\u5cf0\u671f\u4eba\u624b\u4e0d\u8db3\u3002.<\/li>\n<li>\u5b83\u8fd8\u9690\u85cf\u4e86\u9700\u6c42\uff1a\u8fd9\u4e9b\u5ba2\u6237\u66fe\u8bd5\u56fe\u8054\u7cfb\u4f60\uff0c\u4f46\u4e00\u76f4\u6ca1\u6709\u63a5\u901a\u3002.<\/li>\n<\/ul>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong>\u00a0\u76ee\u6807\u662f 5-8% \u653e\u5f03\u7387\u3002\u9ad8\u4e8e 10% \u8868\u660e\u5b58\u5728\u4e25\u91cd\u7684\u7b49\u5f85\u65f6\u95f4\u6216\u8def\u7ebf\u95ee\u9898\u3002\u4f4e\u4e8e 5% \u8868\u660e\u670d\u52a1\u6c34\u5e73\u8868\u73b0\u826f\u597d\u3002.<\/p>\n<p><strong style=\"font-style: italic;\">\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6309\u961f\u5217\u548c\u65f6\u95f4\u8ddf\u8e2a\u653e\u5f03\u7387\u3002.<\/li>\n<li>\u5c06\u653e\u5f03\u7387\u4e0e ASA \u548c\u670d\u52a1\u6c34\u5e73\u7ed3\u5408\u8d77\u6765\u770b\uff0c\u5c31\u80fd\u4e86\u89e3\u7b49\u5f85\u65f6\u95f4\u7684\u5168\u8c8c\u3002.<\/li>\n<li>\u8003\u8651\u5728\u653e\u5f03\u6216\u961f\u5217\u6df1\u5ea6\u6fc0\u589e\u65f6\u63d0\u4f9b\u56de\u8c03\u3002.<\/li>\n<\/ul>\n<h3>\u88ab\u62e6\u622a\u7535\u8bdd\u7684\u767e\u5206\u6bd4\/\u5360\u7ebf\u7387<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u8be5\u6307\u6807\u663e\u793a\u56e0\u6240\u6709\u7ebf\u8def\u6216\u4e2d\u7ee7\u7ebf\u7e41\u5fd9\u6216\u5e73\u53f0\u8d85\u8f7d\u800c\u65e0\u6cd5\u8fdb\u5165\u7cfb\u7edf\u7684\u547c\u53eb\u8005\u767e\u5206\u6bd4\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<blockquote><p>\u88ab\u963b\u6b62\u7684\u547c\u53eb (%) = \uff08\u65e0\u6cd5\u63a5\u901a\u7684\u547c\u53eb\u6b21\u6570 \u00f7 \u603b\u6765\u7535\u6b21\u6570\uff09\u00d7100<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<p>\u963b\u585e\u7535\u8bdd\u6bd4\u653e\u5f03\u7535\u8bdd\u66f4\u7cdf\u7cd5--\u5ba2\u6237\u6839\u672c\u65e0\u6cd5\u63a5\u901a\u4f60\u6216\u4f60\u7684 IVR\u3002\u9ad8\u963b\u65ad\u7387\u901a\u5e38\u610f\u5473\u7740<\/p>\n<ul>\n<li>\u5e72\u7ebf\u6216\u7ebf\u8def\u5bb9\u91cf\u4e0d\u8db3\u3002.<\/li>\n<li>\u7cfb\u7edf\u6545\u969c\u6216\u6027\u80fd\u95ee\u9898\u3002.<\/li>\n<li>\u6d3b\u52a8\u6216\u4e8b\u4ef6\u5bfc\u81f4\u6d41\u91cf\u7a81\u7136\u6fc0\u589e\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5728\u5927\u578b\u8425\u9500\u6d3b\u52a8\u3001\u4ea7\u54c1\u53d1\u5e03\u6216\u6545\u969c\u671f\u95f4\u5bc6\u5207\u76d1\u63a7\u3002.<\/li>\n<li>\u4e0e\u7535\u4fe1\u548c IT \u56e2\u961f\u5408\u4f5c\uff0c\u786e\u4fdd\u8db3\u591f\u7684\u5bb9\u91cf\u548c\u6545\u969c\u5207\u6362\u3002.<\/li>\n<li>\u5c06\u963b\u65ad\u547c\u53eb\u6570\u636e\u4e0e\u7f51\u7edc\u548c\u5e94\u7528\u7a0b\u5e8f\u5206\u6790\u76f8\u7ed3\u5408\uff0c\u4f30\u7b97\u635f\u5931\u7684\u673a\u4f1a\u3002.<\/li>\n<\/ul>\n<h3>\u6d3b\u52a8\u7b49\u5f85\u547c\u53eb\/\u961f\u5217\u6df1\u5ea6\uff08\u5b9e\u65f6\u89c6\u56fe\uff09<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u961f\u5217\u6df1\u5ea6\u662f\u6307\u5f53\u524d\u968f\u65f6\u7b49\u5f85\u63a5\u542c\u7684\u547c\u53eb\uff08\u6216\u804a\u5929\uff09\u7684\u6570\u91cf\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<p>\u8fd9\u662f\u4e00\u4e2a\u5b9e\u65f6\u538b\u529b\u8868\uff1a<\/p>\n<ul>\n<li>\u9ad8\u961f\u5217\u6df1\u5ea6\u9884\u793a\u7740\u670d\u52a1\u6c34\u5e73\u548c ASA \u5373\u5c06\u53d7\u5230\u5f71\u54cd\u3002.<\/li>\n<li>\u6392\u961f\u6df1\u5ea6\u4f4e\u53ef\u80fd\u8868\u660e\u4eba\u5458\u8fc7\u591a\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5f53\u961f\u5217\u6df1\u5ea6\u6fc0\u589e\u65f6\uff0c\u9886\u5bfc\u8005\u53ef\u4ee5\u4e34\u65f6\u5411\u961f\u5217\u6dfb\u52a0\u4ee3\u7406\u3001\u6682\u505c\u8bad\u7ec3\u6216\u542f\u7528\u56de\u8c03\u3002.<\/li>\n<li>\u8ddf\u8e2a\u6bcf\u4e2a\u901a\u9053\uff08\u8bed\u97f3\u3001\u804a\u5929\u3001\u6d88\u606f\uff09\u7684\u961f\u5217\u6df1\u5ea6\uff0c\u5b9e\u65f6\u91cd\u65b0\u5e73\u8861\u8d44\u6e90\u3002.<\/li>\n<\/ul>\n<h2>\u4ee3\u7406\u6027\u80fd\u548c\u751f\u4ea7\u529b\u6307\u6807<\/h2>\n<h3>\u5e73\u5747\u5904\u7406\u65f6\u95f4\uff08AHT\uff09<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nAHT \u662f\u4ee3\u7406\u5728\u6bcf\u6b21\u4ea4\u4e92\u4e0a\u82b1\u8d39\u7684\u5e73\u5747\u603b\u65f6\u95f4\uff0c\u5305\u62ec<\/p>\n<ul>\n<li>\u901a\u8bdd\u65f6\u95f4.<\/li>\n<li>\u4fdd\u6301\u65f6\u95f4\u3002.<\/li>\n<li>\u503c\u73ed\u540e\u5de5\u4f5c\uff08ACW\uff09\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<blockquote><p>AHT = \u603b\u5904\u7406\u65f6\u95f4\uff08\u901a\u8bdd + \u4fdd\u6301 + ACW\uff09\u00f7 \u5904\u7406\u7684\u8054\u7cfb\u4eba\u6570<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u66f4\u9ad8\u7684 AHT \u610f\u5473\u7740\u6bcf\u6b21\u4e92\u52a8\u90fd\u4f1a\u6d88\u8017\u66f4\u591a\u7684\u4ee3\u7406\u65f6\u95f4\u548c\u6210\u672c\u3002.<\/li>\n<li>\u5f88\u4f4e\u7684 AHT \u53ef\u80fd\u662f\u4e00\u4e2a\u8b66\u544a\uff0c\u8bf4\u660e\u4ee3\u7406\u4eec\u5306\u5fd9\u884c\u4e8b\uff0c\u6ca1\u6709\u59a5\u5584\u89e3\u51b3\u95ee\u9898\u3002.<strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong>\u00a0\u6807\u51c6\u547c\u53eb\u4e2d\u5fc3\u4e3a 6-8 \u5206\u949f\u3002\u6280\u672f\u652f\u6301\u5e73\u5747\u4e3a 8-10 \u5206\u949f\uff1b\u7b80\u5355\u4ea4\u6613\u4e3a 3-5 \u5206\u949f\u3002\u5e73\u5747\u901a\u8bdd\u65f6\u957f\u4f4e\u4e8e 4 \u5206\u949f\u5f80\u5f80\u610f\u5473\u7740\u547c\u53eb\u5306\u5fd9\uff0c\u89e3\u51b3\u6548\u679c\u4e0d\u4f73\u3002.<strong style=\"color: #2e325b; font-style: italic;\">\u5982\u4f55\u4f7f\u7528<\/strong><\/li>\n<\/ul>\n<ul>\n<li>\u8bbe\u5b9a\u76ee\u6807\u8303\u56f4\uff0c\u800c\u4e0d\u662f \u201c\u8d8a\u4f4e\u8d8a\u597d \u201d\u7684\u89c4\u5219\u30022025 \u5e74\u7684\u884c\u4e1a\u57fa\u51c6\uff1a\n<ul>\n<li>\u6807\u51c6\u547c\u53eb\u4e2d\u5fc3\uff08\u8ba1\u8d39\u3001\u4e00\u822c\u652f\u6301\uff09\uff1a6-8 \u5206\u949f<\/li>\n<li>\u6280\u672f\u652f\u6301\uff08\u590d\u6742\u6545\u969c\u6392\u9664\uff09\uff1a8-10 \u5206\u949f<\/li>\n<li>\u7b80\u5355\u4ea4\u6613\uff08\u8ba2\u5355\u72b6\u6001\u3001\u5bc6\u7801\u91cd\u7f6e\uff09\uff1a3-5 \u5206\u949f<\/li>\n<\/ul>\n<\/li>\n<li>\u6280\u672f\u652f\u6301\u7684\u6b63\u786e AHT \u4e0e\u7b80\u5355\u7684\u8ba1\u8d39\u95ee\u9898\u4e0d\u540c\u3002.<\/li>\n<li>\u59cb\u7ec8\u5c06 AHT \u4e0e FCR\u3001CSAT \u548c QA \u5206\u6570\u4e00\u8d77\u9605\u8bfb\u3002AHT \u9ad8\uff0cFCR \u548c CSAT \u9ad8\uff0c\u53ef\u80fd\u662f\u53ef\u4ee5\u63a5\u53d7\u7684\uff1bAHT \u5f88\u4f4e\uff0cFCR \u5f88\u5dee\uff0c\u5219\u4e0d\u80fd\u63a5\u53d7\u3002.<\/li>\n<li>\u6839\u636e\u547c\u53eb\u7c7b\u578b\u4f7f\u7528 AHT\uff0c\u4e3a\u91cd\u590d\u6027\u3001\u4f4e\u4ef7\u503c\u7684\u8054\u7cfb\u8bbe\u8ba1\u66f4\u597d\u7684\u6d41\u7a0b\u548c\u81ea\u52a9\u670d\u52a1\u3002.<\/li>\n<\/ul>\n<h3>\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570\u8861\u91cf\u7684\u662f\u5ea7\u5e2d\u4eba\u5458\u5e73\u5747\u6bcf\u5c0f\u65f6\u5904\u7406\u591a\u5c11\u901a\u7535\u8bdd\uff08\u4e0d\u5305\u62ec\u4f11\u606f\u3001\u4f1a\u8bae\u6216\u57f9\u8bad\u65f6\u95f4\uff09\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u5b83\u63d0\u4f9b\u4e86\u4e00\u4e2a\u7b80\u5355\u7684\u4ee3\u7406\u541e\u5410\u91cf\u89c6\u56fe\uff0c\u6709\u52a9\u4e8e\u5e73\u8861\u6574\u4e2a\u56e2\u961f\u7684\u5de5\u4f5c\u91cf\u3002.<\/li>\n<li>\u6781\u4f4e\u7684\u6570\u5b57\u53ef\u80fd\u8868\u660e\u5904\u7406\u65f6\u95f4\u8fc7\u957f\u3001\u5de5\u5177\u62d6\u6162\u4e86\u4ee3\u7406\u7684\u901f\u5ea6\uff0c\u6216\u8005\u662f\u8131\u79bb\u4e86\u4ee3\u7406\u3002.<\/li>\n<li>\u5f88\u9ad8\u7684\u6570\u5b57\u53ef\u80fd\u8868\u660e\u6709\u5306\u5fd9\u6216\u6311\u62e3\u5bb9\u6613\u547c\u53eb\u7684\u60c5\u51b5\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6bd4\u8f83\u5904\u7406\u7c7b\u4f3c\u547c\u53eb\u7c7b\u578b\u548c\u590d\u6742\u6027\u7684\u5ea7\u5e2d\u4eba\u5458\u3002.<\/li>\n<li>\u5c06\u8fd9\u4e00\u6307\u6807\u4e0e QA\u3001FCR \u548c CSAT \u642d\u914d\u4f7f\u7528\uff0c\u4ee5\u786e\u4fdd\u6570\u91cf\u8d8a\u5927\u5e76\u4e0d\u610f\u5473\u7740\u8d28\u91cf\u8d8a\u5dee\u3002.<\/li>\n<li>\u5f53\u8bb8\u591a\u4ee3\u7406\u7684\u541e\u5410\u91cf\u4f4e\u4e8e\u9884\u671f\u65f6\uff0c\u7528\u5b83\u6765\u53d1\u73b0\u6d41\u7a0b\u6216\u5de5\u5177\u95ee\u9898\u3002.<\/li>\n<\/ul>\n<h3>\u4ee3\u7406\u5229\u7528\u7387\/\u5360\u7528\u7387<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u5ea7\u5e2d\u5229\u7528\u7387\uff08\u6216\u5360\u7528\u7387\uff09\u662f\u6307\u5ea7\u5e2d\u7528\u4e8e\u5904\u7406\u4e92\u52a8\u7684\u4ed8\u8d39\u65f6\u95f4\u4e0e\u95f2\u7f6e\u65f6\u95f4\u7684\u767e\u5206\u6bd4\u3002.<\/p>\n<p><strong>\u8ba1\u7b97\u65b9\u6cd5\uff08\u7b80\u5316\uff09<\/strong><\/p>\n<blockquote><p>\u5229\u7528\u7387\uff08%\uff09=\uff08\u5904\u7406\u4e92\u52a8\u65f6\u95f4\u00f7\u5f53\u73ed\u4ed8\u8d39\u65f6\u95f4\uff09\u00d7100<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u5229\u7528\u7387\u4f4e\u5f80\u5f80\u610f\u5473\u7740\u4eba\u5458\u914d\u5907\u8fc7\u591a\u6216\u8c03\u5ea6\u6548\u7387\u4f4e\u4e0b\u3002.<\/li>\n<li>\u6781\u9ad8\u7684\u4f7f\u7528\u7387\u4f1a\u5bfc\u81f4\u538b\u529b\u3001\u804c\u4e1a\u5026\u6020\u548c\u5931\u8bef\u589e\u52a0\u3002.<\/li>\n<\/ul>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u4f4e\u4e8e 70%\uff1a\u4eba\u5458\u53ef\u80fd\u8fc7\u591a\uff0c\u6bcf\u6b21\u547c\u53eb\u6210\u672c\u9ad8<\/li>\n<li>75-85%\uff1a\u5065\u5eb7\u8303\u56f4--\u517c\u987e\u751f\u4ea7\u7387\u548c\u4ee3\u7406\u5546\u798f\u5229<\/li>\n<li>\u9ad8\u4e8e 901TPT3T\uff1a\u5026\u6020\u98ce\u9669\u3001\u8d28\u91cf\u53d7\u635f\u3001\u81ea\u7136\u51cf\u5458\u7387\u9ad8<\/li>\n<li>\u76ee\u6807\u53d6\u51b3\u4e8e\u590d\u6742\u7a0b\u5ea6\uff1a\u7b80\u5355\u4efb\u52a1\u53ef\u7ef4\u6301 80-85%\uff0c\u590d\u6742\u652f\u6301\u5e94\u4fdd\u6301 70-80%<\/li>\n<\/ul>\n<p><strong style=\"color: #2e325b; font-style: italic;\">\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6309\u56e2\u961f\u548c\u961f\u5217\u8ddf\u8e2a\u5229\u7528\u7387\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u6574\u4f53\u5229\u7528\u7387\u3002.<\/li>\n<li>\u5982\u679c\u5229\u7528\u7387\u4e00\u76f4\u5f88\u9ad8\uff0c\u5219\u5e94\u91cd\u65b0\u8003\u8651\u4eba\u5458\u914d\u5907\u3001\u4ea4\u53c9\u57f9\u8bad\u548c\u81ea\u52a9\u670d\u52a1\u65b9\u6848\u3002.<\/li>\n<li>\u5982\u679c\u6301\u7eed\u504f\u4f4e\uff0c\u5219\u8c03\u6574\u65f6\u95f4\u8868\u6216\u5408\u5e76\u961f\u5217\u3002.<\/li>\n<\/ul>\n<h3>\u9075\u5b88\u65f6\u95f4\u8868<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u65e5\u7a0b\u8868\u9075\u5b88\u60c5\u51b5\u663e\u793a\u4ee3\u7406\u4eba\u9075\u5b88\u8ba1\u5212\u5de5\u4f5c\u65f6\u95f4\u548c\u6d3b\u52a8\uff08\u51c6\u5907\u3001\u4f11\u606f\u3001\u5348\u9910\u3001\u4f1a\u8bae\uff09\u7684\u7a0b\u5ea6\u3002.<\/p>\n<p><strong>\u8ba1\u7b97\u65b9\u6cd5\uff08\u7b80\u5316\uff09<\/strong><\/p>\n<blockquote><p>\u575a\u6301\u7387\uff08%\uff09=\uff08\u6309\u8ba1\u5212\u5904\u4e8e\u6b63\u786e\u72b6\u6001\u7684\u65f6\u95f4\u00f7\u603b\u4ed8\u8d39\u65f6\u95f4\uff09\u00d7100<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u5982\u679c\u9075\u5b88\u7387\u4f4e\uff0c\u518d\u597d\u7684\u9884\u6d4b\u548c\u4eba\u5458\u914d\u7f6e\u8ba1\u5212\u4e5f\u4f1a\u5931\u8d25\u3002.<\/li>\n<li>\u5982\u679c\u4e0d\u80fd\u5f88\u597d\u5730\u575a\u6301\uff0c\u5c31\u4f1a\u5bfc\u81f4\u7535\u8bdd\u51fa\u73b0\u7a7a\u6863\u3001\u6392\u961f\u65f6\u95f4\u8fc7\u957f\uff0c\u5e76\u4f7f\u63a5\u542c\u7535\u8bdd\u7684\u961f\u53cb\u611f\u5230\u6cae\u4e27\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u4f7f\u7528\u52b3\u52a8\u529b\u7ba1\u7406\u5de5\u5177\u5411\u4ee3\u7406\u548c\u4e3b\u7ba1\u5b9e\u65f6\u5c55\u793a\u9075\u5b88\u60c5\u51b5\u3002.<\/li>\n<li>\u5c06\u575a\u6301\u4f5c\u4e3a\u4e00\u4e2a\u6307\u5bfc\u548c\u516c\u5e73\u7684\u4e3b\u9898\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u4e00\u4e2a\u76d1\u7763\u7684\u4e3b\u9898\u3002.<\/li>\n<li>\u6309\u4ee3\u7406\u4eba\u548c\u65f6\u95f4\u89c2\u5bdf\u6a21\u5f0f\uff1b\u957f\u671f\u95ee\u9898\u53ef\u80fd\u53cd\u6620\u4e86\u4e0d\u5207\u5b9e\u9645\u7684\u65f6\u95f4\u8868\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u884c\u4e3a\u3002.<\/li>\n<\/ul>\n<h3>\u5e73\u5747\u901a\u8bdd\u540e\u5de5\u4f5c (ACW) \/ \u7ed3\u675f\u65f6\u95f4<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\nACW \u662f\u6307\u5ea7\u5e2d\u4eba\u5458\u5728\u901a\u8bdd\u540e\u5b8c\u6210\u6dfb\u52a0\u5907\u6ce8\u3001\u66f4\u65b0 CRM \u8bb0\u5f55\u548c\u5b89\u6392\u8ddf\u8fdb\u7b49\u4efb\u52a1\u6240\u82b1\u8d39\u7684\u5e73\u5747\u65f6\u95f4\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u9ad8 ACW \u4f1a\u63a8\u9ad8 AHT\uff0c\u964d\u4f4e\u4ee3\u7406\u7684\u53ef\u7528\u6027\u3002.<\/li>\n<li>\u6781\u4f4e\u7684 ACW \u53ef\u80fd\u8868\u660e\u8bb0\u5f55\u4e0d\u5168\uff0c\u5bfc\u81f4\u9519\u8bef\u548c\u91cd\u590d\u8054\u7cfb\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6309\u961f\u5217\u548c\u4ee3\u7406\u5206\u6790 ACW\uff0c\u627e\u51fa\u5de5\u4f5c\u6d41\u7a0b\u548c\u5de5\u5177\u4e2d\u7684\u74f6\u9888\u3002.<\/li>\n<li>\u7b80\u5316\u603b\u7ed3\u8868\u683c\uff0c\u4f7f\u7528\u6a21\u677f\u548c\u5b8f\uff0c\u6574\u5408\u7cfb\u7edf\u4ee5\u907f\u514d\u91cd\u590d\u8f93\u5165\u6570\u636e\u3002.<\/li>\n<li>\u8003\u8651\u5728\u53ef\u80fd\u7684\u60c5\u51b5\u4e0b\u4f7f\u7528\u4eba\u5de5\u667a\u80fd\u8f85\u52a9\u6458\u8981\uff0c\u4ee5\u51cf\u5c11\u4eba\u5de5\u8bb0\u7b14\u8bb0\u7684\u6b21\u6570\u3002.<\/li>\n<\/ul>\n<h3>\u4f20\u8f93\u901f\u7387<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u8f6c\u63a5\u7387\u662f\u6307\u4ece\u7b2c\u4e00\u4e2a\u8bdd\u52a1\u5458\u8f6c\u63a5\u5230\u53e6\u4e00\u4e2a\u8bdd\u52a1\u5458\u3001\u961f\u5217\u6216\u90e8\u95e8\u7684\u547c\u53eb\u767e\u5206\u6bd4\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<blockquote><p>\u8f6c\u63a5\u7387\uff08%\uff09=\uff08\u8f6c\u63a5\u547c\u53eb\u6570\u00f7\u5df2\u5904\u7406\u547c\u53eb\u603b\u6570\uff09\u00d7100<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u9ad8\u8f6c\u79fb\u7387\u610f\u5473\u7740\u5ba2\u6237\u9700\u8981\u91cd\u65b0\u89e3\u91ca\u95ee\u9898\u5e76\u7b49\u5f85\u66f4\u957f\u7684\u65f6\u95f4\uff0c\u8fd9\u4f1a\u635f\u5bb3 CES \u548c CSAT\u3002.<\/li>\n<li>\u5b83\u4eec\u5f80\u5f80\u8868\u660e\u8def\u7531\u9009\u62e9\u4e0d\u5f53\u3001IVR \u83dc\u5355\u4e0d\u6e05\u6670\u3001\u6280\u80fd\u7f3a\u5931\u6216\u4e00\u7ebf\u5ea7\u5e2d\u4eba\u5458\u7684\u6743\u9650\u6709\u9650\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6309\u961f\u5217\u548c\u539f\u56e0\u8ddf\u8e2a\u8f6c\u8d26\uff0c\u67e5\u770b\u8def\u7531\u4e2d\u65ad\u7684\u4f4d\u7f6e\u3002.<\/li>\n<li>\u6539\u8fdb IVR \u83dc\u5355\u548c\u57fa\u4e8e\u6280\u80fd\u7684\u8def\u7531\u9009\u62e9\uff0c\u5728\u7b2c\u4e00\u65f6\u95f4\u5c06\u5ba2\u6237\u9001\u5230\u6b63\u786e\u7684\u5730\u65b9\u3002.<\/li>\n<li>\u5bf9\u4ee3\u7406\u4eba\u8fdb\u884c\u4ea4\u53c9\u57f9\u8bad\uff0c\u6269\u5927\u77e5\u8bc6\u9762\uff0c\u4f7f\u4ed6\u4eec\u80fd\u591f\u89e3\u51b3\u66f4\u591a\u95ee\u9898\uff0c\u800c\u65e0\u9700\u8c03\u804c\u3002.<\/li>\n<\/ul>\n<h3>\u672a\u63a5\u6765\u7535\u548c\u62d2\u63a5\u6765\u7535\uff08\u6bcf\u4e2a\u4ee3\u7406\u6216\u56e2\u961f\uff09<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><\/p>\n<ul>\n<li><strong>\u672a\u63a5\u6765\u7535<\/strong>\u7535\u8bdd\uff1a\u54cd\u8fc7\u4f46\u65e0\u4eba\u63a5\u542c\u7684\u7535\u8bdd\u3002.<\/li>\n<li><strong>\u62d2\u63a5\u6765\u7535<\/strong>\u7535\u8bdd\uff1a\u4ee3\u7406\u5546\u4e3b\u52a8\u62d2\u7edd\u7684\u7535\u8bdd\u3002.<\/li>\n<\/ul>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u5ea7\u5e2d\u4eba\u5458\u7684\u672a\u63a5\u6765\u7535\u6216\u62d2\u63a5\u6765\u7535\u8f83\u9ad8\uff0c\u8fd9\u53ef\u80fd\u8868\u660e\u5ea7\u5e2d\u4eba\u5458\u75b2\u52b3\u3001\u53c2\u4e0e\u5ea6\u4f4e\u6216\u5de5\u4f5c\u91cf\u95ee\u9898\u3002.<\/li>\n<li>\u5728\u56e2\u961f\u5c42\u9762\uff0c\u5b83\u4eec\u5f80\u5f80\u4e0e\u575a\u6301\u6027\u5dee\u548c\u4f7f\u7528\u7387\u9ad8\u76f8\u5173\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5bfb\u627e\u89c4\u5f8b\uff0c\u800c\u4e0d\u662f\u60e9\u7f5a\u5b64\u7acb\u4e8b\u4ef6\u3002.<\/li>\n<li>\u7ed3\u5408\u4f9d\u4ece\u6027\u3001\u5229\u7528\u7387\u548c\u8d28\u91cf\u4fdd\u8bc1\u8bc4\u5206\uff0c\u627e\u51fa\u6839\u672c\u539f\u56e0\u3002.<\/li>\n<li>\u5229\u7528\u8c03\u67e5\u7ed3\u679c\u8c03\u6574\u65e5\u7a0b\u5b89\u6392\u3001\u5de5\u4f5c\u91cf\u6216\u8f85\u5bfc\u3002.<\/li>\n<\/ul>\n<h2>\u4e1a\u52a1\u91cf\u548c\u6210\u672c\u6307\u6807<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12883\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/11.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/11.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/11-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/11-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>\u63d0\u4f9b\u7684\u547c\u53eb\u4e0e\u5904\u7406\u7684\u547c\u53eb<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><\/p>\n<ul>\n<li><strong>\u63d0\u4f9b\u7684\u7535\u8bdd<\/strong> - \u6240\u6709\u5230\u8fbe\u5e73\u53f0\u6216\u961f\u5217\u7684\u547c\u53eb\u3002.<\/li>\n<li><strong>\u5904\u7406\u7684\u7535\u8bdd<\/strong> - \u7531\u4ee3\u7406\u6216\u673a\u5668\u4eba\u5168\u9762\u5904\u7406\u5e76\u4ee5\u786e\u5b9a\u7ed3\u679c\u7ed3\u675f\u7684\u547c\u53eb\u3002.<\/li>\n<\/ul>\n<p>\u4e24\u8005\u4e4b\u95f4\u7684\u5dee\u8ddd\u7531\u653e\u5f03\u548c\u963b\u65ad\u7684\u7535\u8bdd\u6784\u6210\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u663e\u793a\u771f\u5b9e\u9700\u6c42\u4e0e\u4e2d\u5fc3\u5b9e\u9645\u5904\u7406\u91cf\u7684\u5bf9\u6bd4\u3002.<\/li>\n<li>\u5e2e\u52a9\u60a8\u8861\u91cf\u6f5c\u5728\u6536\u5165\u6216\u670d\u52a1\u91cf\u7684\u635f\u5931\u3002.<\/li>\n<li>\u5728\u4e0e\u5916\u5305\u5546\u6216\u6280\u672f\u5408\u4f5c\u4f19\u4f34\u5ba1\u67e5\u670d\u52a1\u6c34\u5e73\u534f\u8bae\u65f6\u975e\u5e38\u6709\u7528\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6309\u961f\u5217\u548c\u65f6\u95f4\u76d1\u63a7\u63d0\u4f9b\u7684\u670d\u52a1\u4e0e\u5904\u7406\u7684\u670d\u52a1\u3002.<\/li>\n<li>\u5f53\u5dee\u8ddd\u6269\u5927\u65f6\uff0c\u8c03\u67e5\u653e\u5f03\u3001\u963b\u585e\u548c\u4eba\u5458\u914d\u7f6e\u60c5\u51b5\u3002.<\/li>\n<li>\u5229\u7528\u8d8b\u52bf\u63a8\u52a8\u5bb9\u91cf\u89c4\u5212\u548c\u5e73\u53f0\u6295\u8d44\u3002.<\/li>\n<\/ul>\n<h3>\u7535\u8bdd\u5230\u8fbe\u7387\u548c\u9ad8\u5cf0\u65f6\u6bb5\u4ea4\u901a\u91cf<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><\/p>\n<ul>\n<li><strong>\u547c\u53eb\u5230\u8fbe\u7387<\/strong> - \u5728\u7ed9\u5b9a\u7684\u65f6\u95f4\u95f4\u9694\u5185\uff08\u4f8b\u5982 15 \u6216 30 \u5206\u949f\uff09\u6709\u591a\u5c11\u6765\u7535\u5230\u8fbe\u3002.<\/li>\n<li><strong>\u9ad8\u5cf0\u65f6\u6bb5\u4ea4\u901a<\/strong> - \u6765\u8bbf\u91cf\u6700\u9ad8\u7684\u65f6\u6bb5\u3002.<\/li>\n<\/ul>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u8fd9\u4e9b\u6a21\u5f0f\u5c06\u63a8\u52a8\u60a8\u7684\u4eba\u5458\u914d\u7f6e\u8ba1\u5212\u548c\u670d\u52a1\u6c34\u5e73\u7ee9\u6548\u3002.<\/li>\n<li>\u4eba\u5458\u914d\u5907\u548c\u5230\u8fbe\u7387\u7684\u4e0d\u534f\u8c03\u9020\u6210\u4e86\u957f\u65f6\u95f4\u7684\u7b49\u5f85\u548c\u4f4e\u6c34\u5e73\u7684\u670d\u52a1\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6309\u661f\u671f\u3001\u65f6\u95f4\u548c\u5b63\u8282\u5206\u6790\u5386\u53f2\u5230\u8fbe\u6a21\u5f0f\u3002.<\/li>\n<li>\u5c06\u5df2\u77e5\u4e8b\u4ef6\u8003\u8651\u5728\u5185\uff1a\u8425\u9500\u6d3b\u52a8\u3001\u8d26\u5355\u5468\u671f\u3001\u4ea7\u54c1\u53d1\u5e03\u3001\u6545\u969c\u3002.<\/li>\n<li>\u5229\u7528\u8fd9\u4e9b\u6570\u636e\u9884\u6d4b\u4eba\u5458\u6570\u91cf\uff0c\u5e76\u5728\u6700\u9700\u8981\u7684\u65f6\u95f4\u548c\u5730\u70b9\u5b89\u6392\u4ee3\u7406\u3002.<\/li>\n<\/ul>\n<h3>\u91cd\u590d\u547c\u53eb\u7387<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u91cd\u590d\u6765\u7535\u7387\u663e\u793a\u5ba2\u6237\u5728\u89c4\u5b9a\u65f6\u95f4\u5185\uff08\u5982 3-7 \u5929\uff09\u5c31\u540c\u4e00\u95ee\u9898\u518d\u6b21\u4e0e\u60a8\u8054\u7cfb\u7684\u9891\u7387\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97\uff08\u6982\u5ff5\uff09<\/strong><\/p>\n<blockquote><p>\u91cd\u590d\u547c\u53eb\u7387\uff08%\uff09=\uff08\u540c\u4e00\u95ee\u9898\u7684\u91cd\u590d\u8054\u7cfb\u6b21\u6570\u00f7\u603b\u8054\u7cfb\u6b21\u6570\uff09\u00d7100<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u9ad8\u91cd\u590d\u547c\u53eb\u7387\u901a\u5e38\u610f\u5473\u7740\u4f4e FCR\u3001\u6c9f\u901a\u4e0d\u7545\u6216\u6d41\u7a0b\u4e2d\u65ad\u3002.<\/li>\n<li>\u8fd9\u63d0\u9ad8\u4e86\u6bcf\u4e2a\u95ee\u9898\u7684\u6210\u672c\uff0c\u56e0\u4e3a\u4f60\u9700\u8981\u4e3a\u89e3\u51b3\u540c\u4e00\u4e2a\u95ee\u9898\u652f\u4ed8\u591a\u4e2a\u8054\u7cfb\u4eba\u7684\u8d39\u7528\u3002.<\/li>\n<li>\u5b83\u8fd8\u4f1a\u524a\u5f31\u4fe1\u4efb--\u5ba2\u6237\u89c9\u5f97\u4ed6\u4eec\u7684\u610f\u89c1\u6ca1\u6709\u88ab\u503e\u542c\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5c06\u91cd\u590d\u547c\u53eb\u7387\u4e0e FCR\u3001CSAT \u548c QA \u7ed3\u679c\u76f8\u7ed3\u5408\u3002.<\/li>\n<li>\u6309\u6765\u7535\u539f\u56e0\u7ec6\u5206\uff0c\u63ed\u793a\u7cfb\u7edf\u6027\u95ee\u9898\uff08\u4f8b\u5982\uff0c\u91cd\u590d\u51fa\u73b0\u7684\u8ba1\u8d39\u9519\u8bef\u3001\u4ee4\u4eba\u56f0\u60d1\u7684\u653f\u7b56\u3001\u91cd\u590d\u51fa\u73b0\u7684\u4ea7\u54c1\u6f0f\u6d1e\uff09\u3002.<\/li>\n<li>\u89e3\u51b3\u6839\u672c\u539f\u56e0\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u811a\u672c\u5bf9\u7b56\u3002.<\/li>\n<\/ul>\n<h3>\u67e5\u8be2\u5e73\u5747\u5e74\u9f84\/\u670d\u52a1\u5355\u79ef\u538b\u65f6\u95f4<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u8be5\u6307\u6807\u8ddf\u8e2a\u672a\u89e3\u51b3\u7968\u5355\u6216\u6848\u4f8b\u7684\u5e73\u5747\u5f00\u653e\u65f6\u95f4\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u79ef\u538b\u65f6\u95f4\u8d8a\u6765\u8d8a\u957f\uff0c\u610f\u5473\u7740\u5ba2\u6237\u7b49\u5f85\u89e3\u51b3\u95ee\u9898\u7684\u65f6\u95f4\u8d8a\u6765\u8d8a\u957f\u3002.<\/li>\n<li>\u5bf9\u4e8e\u6295\u8bc9\u3001\u9ad8\u4ef7\u503c\u5ba2\u6237\u6216\u53d7\u76d1\u7ba1\u7684\u4e3b\u9898\uff0c\u8fd9\u4e00\u70b9\u5c24\u4e3a\u91cd\u8981\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5c06\u95e8\u7968\u5f52\u5165\u8001\u5316\u6876\uff1a0-2\u5929\u30013-7\u5929\u30018-14\u5929\u300115\u5929\u4ee5\u4e0a\u3002.<\/li>\n<li>\u4e3a\u65e7\u7968\u5355\u8bbe\u7f6e\u660e\u786e\u7684\u5347\u7ea7\u89c4\u5219\u3002.<\/li>\n<li>\u76d1\u6d4b\u79ef\u538b\u5de5\u4f5c\u7684\u89c4\u6a21\u53ca\u5176\u5e73\u5747\u5e74\u9f84\uff0c\u4ee5\u7ba1\u7406\u80fd\u529b\u3002.<\/li>\n<\/ul>\n<h3>\u6bcf\u6b21\u547c\u53eb\u6210\u672c\/\u6bcf\u6b21\u4e92\u52a8\u6210\u672c<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u6bcf\u6b21\u901a\u8bdd\uff08\u6216\u6bcf\u6b21\u4e92\u52a8\uff09\u7684\u6210\u672c\u662f\u5904\u7406\u4e00\u6b21\u5ba2\u6237\u8054\u7cfb\u7684\u5e73\u5747\u6210\u672c\u3002.<\/p>\n<p><strong>\u5982\u4f55\u8ba1\u7b97<\/strong><\/p>\n<blockquote><p>\u6bcf\u6b21\u547c\u53eb\u7684\u6210\u672c = \u603b\u8fd0\u8425\u6210\u672c \u00f7 \u5904\u7406\u7684\u4e92\u52a8\u603b\u6570<\/p><\/blockquote>\n<p>\u8fd0\u8425\u6210\u672c\u901a\u5e38\u5305\u62ec<\/p>\n<ul>\n<li>\u4ee3\u7406\u548c\u4e3b\u7ba1\u7684\u85aa\u91d1\u548c\u798f\u5229\u3002.<\/li>\n<li>\u57f9\u8bad\u548c\u5165\u804c\u8d39\u7528\u3002.<\/li>\n<li>\u6280\u672f\uff08\u7535\u8bdd\u3001\u8054\u7edc\u4e2d\u5fc3\u5e73\u53f0\u3001\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\u3001WFM\u3001\u8d28\u91cf\u4fdd\u8bc1\u5de5\u5177\uff09\u3002.<\/li>\n<li>\u8bbe\u65bd\u3001\u7ba1\u7406\u8d39\u7528\u548c\u5916\u5305\u670d\u52a1\u3002.<\/li>\n<\/ul>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u5b83\u53ef\u4ee5\u5e2e\u52a9\u60a8\u4e86\u89e3\u547c\u53eb\u4e2d\u5fc3\u7684\u8d22\u52a1\u72b6\u51b5\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u6570\u91cf\u548c\u6ee1\u610f\u5ea6\u3002.<\/li>\n<li>\u5b83\u652f\u6301\u81ea\u52a8\u5316\u3001\u4eba\u5de5\u667a\u80fd\u548c\u6d41\u7a0b\u6539\u8fdb\u7684\u4e1a\u52a1\u6848\u4f8b\u3002.<\/li>\n<\/ul>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u7b80\u5355\u547c\u53eb\u4e2d\u5fc3\uff08\u8ba2\u5355\u72b6\u6001\u3001\u57fa\u672c\u652f\u6301\uff09\uff1a\u6bcf\u6b21\u547c\u53eb $2.70-$4.00<\/li>\n<li>\u4e2d\u7b49\u590d\u6742\u6027\uff08\u8ba1\u8d39\u3001\u4ea7\u54c1\u652f\u6301\uff09\uff1a\u6bcf\u6b21\u901a\u8bdd $4.00-$5.60<\/li>\n<li>\u9ad8\u590d\u6742\u6027\uff08\u6280\u672f\u6545\u969c\u8bca\u65ad\u3001\u533b\u7597\u4fdd\u5065\uff09\uff1a\u6bcf\u6b21\u901a\u8bdd $8.00-$12.00+<\/li>\n<li>\u79bb\u5cb8\/\u4e1a\u52a1\u6d41\u7a0b\u5916\u5305\u4e1a\u52a1\uff1a\u7531\u4e8e\u52b3\u52a8\u529b\u6210\u672c\u8f83\u4f4e\uff0c\u6bcf\u6b21\u547c\u53eb\u901a\u5e38\u4e3a $2.00-$3.50<\/li>\n<\/ul>\n<p><strong style=\"color: #2e325b; font-style: italic;\">\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5c3d\u53ef\u80fd\u6309\u4e3b\u8981\u8054\u7cfb\u4eba\u7c7b\u578b\u6216\u4e1a\u52a1\u8303\u56f4\u8ddf\u8e2a\u6bcf\u6b21\u901a\u8bdd\u7684\u6210\u672c\u3002.<\/li>\n<li>\u4f7f\u7528 AHT\u3001FCR\u3001\u5229\u7528\u7387\u548c\u81ea\u52a9\u670d\u52a1\u91c7\u7528\u7387\u6765\u89e3\u91ca\u6bcf\u6b21\u547c\u53eb\u6210\u672c\u7684\u53d8\u5316\u3002.<\/li>\n<li>\u65e8\u5728\u964d\u4f4e\u6bcf\u6b21\u901a\u8bdd\u7684\u6210\u672c <strong>\u4e0d\u5e26<\/strong> \u63d0\u9ad8 CSAT \u6216 FCR--\u4f8b\u5982\uff0c\u5c06\u7b80\u5355\u7684\u4efb\u52a1\u81ea\u52a8\u5316\uff0c\u800c\u4e0d\u662f\u50ac\u4fc3\u5ea7\u5e2d\u4eba\u5458\u3002.<\/li>\n<\/ul>\n<h3>\u6309\u7c7b\u578b\/\u539f\u56e0\u4ee3\u7801\u5206\u5217\u7684\u547c\u53eb\u767e\u5206\u6bd4<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u8be5\u6307\u6807\u6309\u4e3b\u8981\u539f\u56e0\uff08\u5982\u5bc6\u7801\u91cd\u7f6e\u3001\u8ba2\u5355\u72b6\u6001\u3001\u8d26\u5355\u95ee\u9898\u3001\u6295\u8bc9\u3001\u53d6\u6d88\uff09\u663e\u793a\u8054\u7cfb\u4eba\u7684\u5206\u5e03\u60c5\u51b5\u3002.<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u5b83\u80fd\u5c06\u539f\u59cb\u7535\u8bdd\u91cf\u8f6c\u5316\u4e3a\u6e05\u6670\u7684\u5ba2\u6237\u6765\u7535\u5185\u5bb9\u5730\u56fe\u3002.<\/li>\n<li>\u5c11\u6570\u51e0\u4e2a\u7c7b\u522b\u4e2d\u7684\u9ad8\u6d41\u91cf\u5f80\u5f80\u63ed\u793a\u4e86\u4ea7\u54c1\u3001\u653f\u7b56\u6216\u7528\u6237\u4f53\u9a8c\u65b9\u9762\u7684\u95ee\u9898\uff0c\u8fd9\u4e9b\u95ee\u9898\u53ef\u4ee5\u5728\u4e0a\u6e38\u52a0\u4ee5\u89e3\u51b3\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u5b9a\u4e49\u4e00\u4e2a\u7b80\u6d01\u660e\u4e86\u7684\u539f\u56e0\u4ee3\u7801\u5217\u8868\uff0c\u4f9b\u4ee3\u7406\u4eba\u4e00\u81f4\u9009\u62e9\u3002.<\/li>\n<li>\u5b9a\u671f\u4e0e\u4ea7\u54c1\u3001\u5e02\u573a\u548c\u8fd0\u8425\u90e8\u95e8\u4e00\u8d77\u5ba1\u67e5\u7406\u7531\u4ee3\u7801\u7684\u5206\u53d1\u60c5\u51b5\u3002.<\/li>\n<li>\u5f53\u67d0\u4e2a\u539f\u56e0\uff08\u5982\u5bc6\u7801\u91cd\u7f6e\uff09\u6fc0\u589e\u65f6\uff0c\u53ef\u8003\u8651\u63d0\u4f9b\u66f4\u597d\u7684\u81ea\u52a9\u670d\u52a1\u3001\u66f4\u6e05\u6670\u7684\u6c9f\u901a\u6216\u4ea7\u54c1\u53d8\u66f4\u3002.<\/li>\n<\/ul>\n<h2>\u8054\u7edc\u4e2d\u5fc3\u7684\u4eba\u5de5\u667a\u80fd\u548c\u6570\u5b57\u6e20\u9053\u6307\u6807<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12907\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/33.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/33.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/33-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/11\/33-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>\u901a\u9053\u6df7\u5408\u548c\u901a\u9053\u5c01\u95ed\u7387<\/h3>\n<p><strong>\u9891\u9053\u7ec4\u5408<\/strong> \u663e\u793a\u901a\u8fc7\u8bed\u97f3\u3001\u804a\u5929\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u4fe1\u606f\u3001\u793e\u4ea4\u548c\u81ea\u52a9\u670d\u52a1\u7b49\u5404\u79cd\u6e20\u9053\u8fdb\u884c\u4e92\u52a8\u7684\u6bd4\u4f8b\u3002.<\/p>\n<p><strong>\u901a\u9053\u904f\u5236\u7387<\/strong> \u8861\u91cf\u6709\u591a\u5c11\u95ee\u9898\u662f\u5728\u539f\u6e20\u9053\u89e3\u51b3\u7684\uff0c\u800c\u6ca1\u6709\u8feb\u4f7f\u5ba2\u6237\u8f6c\u6362\u6e20\u9053\uff08\u4f8b\u5982\uff0c\u4ece\u804a\u5929\u5230\u7535\u8bdd\uff09\u3002.<\/p>\n<p style=\"padding-left: 40px;\">\u6e20\u9053\u904f\u5236\u7387\uff08%\uff09=\uff08\u540c\u4e00\u6e20\u9053\u4e2d\u89e3\u51b3\u7684\u8054\u7edc\u70b9\u6570\u91cf\u00f7\u8be5\u6e20\u9053\u4e2d\u542f\u52a8\u7684\u8054\u7edc\u70b9\u6570\u91cf\uff09\u00d7100<\/p>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u9886\u5148\u7684\u5168\u6e20\u9053\u4e2d\u5fc3\uff1a70-85% \u5305\u542b\u804a\u5929\u548c\u6d88\u606f\u529f\u80fd<\/li>\n<li>\u7535\u5b50\u90ae\u4ef6\uff1a60-75% \u904f\u5236\uff08\u67d0\u4e9b\u95ee\u9898\u9700\u8981\u8bed\u97f3\u8ddf\u8fdb\uff09<\/li>\n<li>\u7f51\u7edc\u81ea\u52a9\u670d\u52a1\uff1a50-70% \u9694\u79bb\u6805<\/li>\n<li>\u58f0\u97f3\uff1a\u63a5\u8fd1 100%\uff08\u5f88\u5c11\u5207\u6362\u5230\u5176\u4ed6\u9891\u9053\uff09<\/li>\n<li>\u4f4e\u4e8e 60% \u804a\u5929\u904f\u5236\uff1a\u8868\u793a\u5ba2\u6237\u88ab\u8feb\u6253\u7535\u8bdd\uff0c\u4f24\u5bb3 CES<\/li>\n<\/ul>\n<p>\u5982\u4f55\u4f7f\u7528<\/p>\n<ul>\n<li>\u8ddf\u8e2a\u6e20\u9053\u7ec4\u5408\uff0c\u4e86\u89e3\u5ba2\u6237\u7a76\u7adf\u60f3\u5728\u54ea\u91cc\u4e0e\u60a8\u4ea4\u8c08\uff0c\u5e76\u636e\u6b64\u89c4\u5212\u4eba\u5458\u914d\u7f6e\u3002.<\/li>\n<li>\u5982\u679c\u5ba2\u6237\u7ecf\u5e38\u9700\u8981\u901a\u8fc7\u8bed\u97f3\u6765\u5b8c\u6210\u4efb\u52a1\uff0c\u90a3\u4e48\u60a8\u7684\u6570\u5b57\u65c5\u7a0b\u5c31\u4e0d\u591f\u5f3a\u5927\u3002.<\/li>\n<li>\u6539\u8fdb\u804a\u5929\u3001\u4fe1\u606f\u4f20\u9012\u548c\u95e8\u6237\u7f51\u7ad9\u6d41\u7a0b\uff0c\u4ee5\u63d0\u9ad8\u63a7\u5236\u529b\uff0c\u51cf\u5c11\u5de5\u4f5c\u91cf\u3002.<\/li>\n<\/ul>\n<h3>\u804a\u5929\u673a\u5668\u4eba\u548c\u8bed\u97f3\u673a\u5668\u4eba\u7684\u904f\u5236\u7387<\/h3>\n<p><strong>\u5b83\u662f\u4ec0\u4e48<\/strong><br \/>\n\u673a\u5668\u4eba\u904f\u5236\u7387\u8861\u91cf\u673a\u5668\u4eba\u5728\u4e0d\u5347\u7ea7\u5230\u4eba\u5de5\u4ee3\u7406\u7684\u60c5\u51b5\u4e0b\u89e3\u51b3\u4e86\u591a\u5c11\u4ea4\u4e92\u3002.<\/p>\n<blockquote><p>\u50f5\u5c38\u904f\u5236\u7387 (%) = (\u50f5\u5c38\u89e3\u51b3\u7684\u4e92\u52a8\u6b21\u6570 \u00f7 \u50f5\u5c38\u4e92\u52a8\u603b\u6b21\u6570) \u00d7 100<\/p><\/blockquote>\n<p><strong>\u4e3a\u4ec0\u4e48\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u66f4\u9ad8\u7684\u5c01\u95ed\u6027\u610f\u5473\u7740\u673a\u5668\u4eba\u80fd\u771f\u6b63\u5e2e\u52a9\u5ba2\u6237\uff0c\u51cf\u8f7b\u4ee3\u7406\u7684\u8d1f\u62c5\u3002.<\/li>\n<li>\u6781\u4f4e\u7684\u5c01\u95ed\u6027\u610f\u5473\u7740\u5ba2\u6237\u4f1a\u4ece\u673a\u5668\u4eba\u4e2d\u8df3\u51fa\u6765\uff0c\u89c9\u5f97\u81ea\u5df1\u7684\u65f6\u95f4\u88ab\u6d6a\u8d39\u4e86\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<p><strong>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/strong><\/p>\n<ul>\n<li>\u6709\u6548\u7684\u804a\u5929\u673a\u5668\u4eba\uff1a40-60% \u5305\u542b\u7b80\u5355\u3001\u9ad8\u6d41\u91cf\u67e5\u8be2<\/li>\n<li>\u7b80\u5355\u610f\u56fe\uff08\u8ba2\u5355\u72b6\u6001\u3001\u5e38\u89c1\u95ee\u9898\u3001\u5bc6\u7801\u91cd\u7f6e\uff09\uff1a\u53ef\u5b9e\u73b0 60-80% \u904f\u5236<\/li>\n<li>\u4e2d\u7b49\u590d\u6742\u7a0b\u5ea6\uff08\u4ea7\u54c1\u5efa\u8bae\u3001\u6545\u969c\u6392\u9664\uff09\uff1a30-50% \u9694\u79bb\u6805<\/li>\n<li>\u590d\u6742\u95ee\u9898\uff08\u6295\u8bc9\u3001\u9000\u8d27\u3001\u53d6\u6d88\u8ba2\u5355\uff09\uff1a10-30% \u904f\u5236<\/li>\n<li>\u603b\u4f53\u4f4e\u4e8e 20%\uff1aBot \u9700\u8981\u5927\u5e45\u6539\u8fdb\u6216\u5e94\u505c\u6b62\u4f7f\u7528<\/li>\n<\/ul>\n<p>\u6309\u610f\u56fe\u8ddf\u8e2a\u5305\u542b\u60c5\u51b5\uff08\u4f8b\u5982\uff0c\u201c\u8ba2\u5355\u72b6\u6001\u201d\u3001\u201c\u91cd\u7f6e\u5bc6\u7801\u201d\uff09\u3002.<\/p>\n<p>\u4f7f\u7528\u5347\u7ea7\u5230\u4eba\u5de5\u4ee3\u7406\u7684\u673a\u5668\u4eba\u4f1a\u8bdd\u8bb0\u5f55\uff0c\u6539\u8fdb\u673a\u5668\u4eba\u6d41\u7a0b\u548c\u57f9\u8bad\u6570\u636e\u3002.<\/p>\n<p>\u59cb\u7ec8\u4e3a\u5ba2\u6237\u63d0\u4f9b\u8054\u7cfb\u4ee3\u7406\u7684\u660e\u786e\u9014\u5f84\uff1b\u4e0d\u8981\u5c06\u4ed6\u4eec\u56f0\u5728\u673a\u5668\u4eba\u4e2d\u3002.<\/p>\n<h3>\u56de\u62e8\u63d0\u4f9b\u7387\u548c\u56de\u62e8\u4f7f\u7528\u7387<\/h3>\n<p><strong>\u5b83\u4eec\u662f\u4ec0\u4e48<\/strong><\/p>\n<ul>\n<li><strong>\u56de\u7535\u62a5\u4ef7\u7387<\/strong> - \u63d0\u4f9b\u56de\u7535\u800c\u4e0d\u662f\u7b49\u5f85\u7684\u9891\u7387\u3002.<\/li>\n<li><strong>\u56de\u62e8\u4f7f\u7528\u7387<\/strong> - \u5ba2\u6237\u9009\u62e9\u56de\u62e8\u9009\u9879\u7684\u9891\u7387\u3002.<\/li>\n<\/ul>\n<p><strong>\u5b83\u4eec\u4e3a\u4f55\u91cd\u8981<\/strong><\/p>\n<p>\u56de\u8c03\u53ef\u51cf\u5c11\u957f\u65f6\u95f4\u7b49\u5f85\u65f6\u7684\u611f\u77e5\u52aa\u529b\uff0c\u5e76\u5e2e\u52a9\u60a8\u5e73\u6ed1\u5404\u65f6\u6bb5\u7684\u9700\u6c42\u3002.<\/p>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u6839\u636e\u961f\u5217\u6df1\u5ea6\u3001ASA \u6216\u670d\u52a1\u7ea7\u522b\u9608\u503c\u63d0\u4f9b\u56de\u8c03\u3002.<\/li>\n<li>\u8bbe\u5b9a\u660e\u786e\u7684\u9884\u671f\uff08\u201c\u6211\u4eec\u4f1a\u5728 20-30 \u5206\u949f\u5185\u7ed9\u60a8\u56de\u7535\u8bdd\u201d\uff09\u3002.<\/li>\n<li>\u76d1\u63a7\u5ba2\u6237\u662f\u5426\u4fe1\u4efb\u7cfb\u7edf\uff0c\u4ee5\u53ca\u56de\u8c03\u662f\u5426\u5728\u627f\u8bfa\u7684\u7a97\u53e3\u5185\u8fdb\u884c\u3002.<\/li>\n<\/ul>\n<h3>\u4eba\u5de5\u667a\u80fd\u5efa\u8bae\u9075\u4ece\u5ea6\/\u4ee3\u7406\u4eba\u5de5\u667a\u80fd\u53cd\u9988\uff08\u9ad8\u7ea7\uff09<\/h3>\n<p><strong>\u9075\u5b88\u4eba\u5de5\u667a\u80fd\u5efa\u8bae<\/strong> \u663e\u793a\u4ee3\u7406\u9075\u5faa\u4eba\u5de5\u667a\u80fd\u5efa\u8bae\uff08\u4f8b\u5982\uff0c\u5efa\u8bae\u56de\u590d\u3001\u4e0b\u4e00\u6b65\u6700\u4f73\u884c\u52a8\u6216\u77e5\u8bc6\u6587\u7ae0\uff09\u7684\u9891\u7387\u3002.<\/p>\n<p><strong>\u4eba\u5de5\u667a\u80fd\u4ee3\u7406\u53cd\u9988<\/strong> \u8861\u91cf\u4ee3\u7406\u4eba\u662f\u5426\u8ba4\u4e3a\u4eba\u5de5\u667a\u80fd\u5efa\u8bae\u6709\u5e2e\u52a9\uff08\u4f8b\u5982\uff0c\u7ad6\u8d77\u5927\u62c7\u6307\/\u5411\u4e0b\u6216 1-5 \u7ea7\u8bc4\u5206\uff09\u3002.<\/p>\n<p><strong>\u5b83\u4eec\u4e3a\u4f55\u91cd\u8981<\/strong><\/p>\n<ul>\n<li>\u4f4e\u4f9d\u4ece\u6027\u6216\u8d1f\u9762\u53cd\u9988\u53ef\u80fd\u610f\u5473\u7740\u4eba\u5de5\u667a\u80fd\u5185\u5bb9\u6216\u57f9\u8bad\u4e0d\u4f73\uff0c\u800c\u4e0d\u662f \u201c\u6297\u6027\u4ee3\u7406\u201d\u3002.<\/li>\n<li>\u9ad8\u575a\u6301\u7387\u4e0e\u826f\u597d\u7684 QA \u548c CSAT \u5206\u6570\u8868\u660e\uff0c\u4eba\u5de5\u667a\u80fd\u6b63\u5728\u5e26\u6765\u771f\u6b63\u7684\u4ef7\u503c\u3002.<\/li>\n<\/ul>\n<p><strong>\u5982\u4f55\u4f7f\u7528<\/strong><\/p>\n<ul>\n<li>\u9996\u5148\u8981\u8ddf\u8e2a\u57fa\u672c\u91c7\u7528\u60c5\u51b5\uff08\u4eba\u5de5\u667a\u80fd\u7684\u4f7f\u7528\u9891\u7387\uff09\uff0c\u800c\u4e0d\u662f\u590d\u6742\u7684\u8bc4\u5206\u3002.<\/li>\n<li>\u5b9a\u671f\u5ba1\u67e5\u4ee3\u7406\u53cd\u9988\uff0c\u4ee5\u5b8c\u5584\u4eba\u5de5\u667a\u80fd\u63d0\u793a\u548c\u77e5\u8bc6\u5185\u5bb9\u3002.<\/li>\n<li>\u5229\u7528\u8fd9\u4e9b\u6307\u6807\u6765\u6307\u5bfc\u4eba\u5de5\u667a\u80fd\u6295\u8d44\uff0c\u800c\u4e0d\u662f\u4ec5\u4ec5\u4f9d\u8d56\u4f9b\u5e94\u5546\u7684\u627f\u8bfa\u3002.<\/li>\n<\/ul>\n<h3 id=\"sentiment-analysis-scores-emerging-2025-kpi-\">\u60c5\u7eea\u5206\u6790\u5f97\u5206\uff082025 \u5e74\u65b0\u5174\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09<\/h3>\n<p>\u4ec0\u4e48\u662f\u60c5\u7eea\u5206\u6790 \u60c5\u7eea\u5206\u6790\u4f7f\u7528\u4eba\u5de5\u667a\u80fd\u6765\u8bc4\u4f30\u5ba2\u6237\u5728\u5b9e\u65f6\u6216\u901a\u8bdd\u540e\u4e92\u52a8\u8fc7\u7a0b\u4e2d\u7684\u8bed\u6c14\u3001\u60c5\u7eea\u548c\u6ee1\u610f\u5ea6\u3002\u5b83\u53ef\u4ee5\u6839\u636e\u9009\u8bcd\u3001\u8bed\u6c14\u548c\u8bf4\u8bdd\u6a21\u5f0f\u6765\u8bc6\u522b\u6cae\u4e27\u3001\u6124\u6012\u6216\u6ee1\u610f\u7684\u5ba2\u6237\u3002.<\/p>\n<p>\u4e3a\u4ec0\u4e48\u91cd\u8981 \u4f20\u7edf\u7684 CSAT \u8c03\u67e5\u53ea\u80fd\u4ece\u505a\u51fa\u56de\u5e94\u7684\u5ba2\u6237\u90a3\u91cc\u83b7\u53d6\u53cd\u9988\uff08\u56de\u5e94\u7387\u901a\u5e38\u4e3a 10-30%\uff09\u3002\u60c5\u611f\u5206\u6790\u53ef\u8bc4\u4f30 100% \u7684\u4e92\u52a8\uff0c\u5e76\u5728\u95ee\u9898\u5347\u7ea7\u4e4b\u524d\u5c06\u5176\u6355\u83b7\u3002.<\/p>\n<p>\u5b83\u80fd\u5e2e\u52a9\u4f60\uff1a<\/p>\n<ul>\n<li>\u5728\u5ba2\u6237\u6d41\u5931\u524d\u8bc6\u522b\u9ad8\u98ce\u9669\u5ba2\u6237\uff08\u5373\u4f7f\u4ed6\u4eec\u6ca1\u6709\u660e\u786e\u6295\u8bc9\uff09<\/li>\n<li>\u4f18\u5148\u56de\u62e8\u6216\u5347\u7ea7\u8d1f\u9762\u60c5\u7eea\u6765\u7535<\/li>\n<li>\u6309\u4ee3\u7406\u3001\u961f\u5217\u3001\u4ea7\u54c1\u6216\u65f6\u95f4\u6bb5\u8ddf\u8e2a\u60c5\u611f\u8d8b\u52bf<\/li>\n<li>\u67e5\u627e\u7cfb\u7edf\u6027\u95ee\u9898\uff08\u5982\u679c\u6240\u6709 \u201c\u8ba1\u8d39 \u201d\u547c\u53eb\u7684\u60c5\u7eea\u90fd\u4e0b\u964d\uff0c\u5219\u662f\u6d41\u7a0b\u95ee\u9898\uff09<\/li>\n<\/ul>\n<p>\u5982\u4f55\u8861\u91cf \u5927\u591a\u6570\u73b0\u4ee3\u8054\u7edc\u4e2d\u5fc3\u5e73\u53f0\uff08Zoom Contact Center\u3001Genesys Cloud\u3001Sprinklr\uff09\u90fd\u63d0\u4f9b\u4eba\u5de5\u667a\u80fd\u9a71\u52a8\u7684\u60c5\u611f\u8bc4\u5206\uff1a<\/p>\n<ul>\n<li>\u79ef\u6781\u60c5\u7eea\uff1a\u5feb\u4e50\u3001\u6ee1\u610f\u3001\u5e73\u9759\u7684\u987e\u5ba2<\/li>\n<li>\u4e2d\u6027\u60c5\u611f\uff1a\u4e13\u4e1a\u3001\u4e8b\u52a1\u6027\u4e92\u52a8<\/li>\n<li>\u8d1f\u9762\u60c5\u7eea\uff1a\u6cae\u4e27\u3001\u6124\u6012\u3001\u5931\u671b\u7684\u987e\u5ba2<\/li>\n<\/ul>\n<p>\u884c\u4e1a\u57fa\u51c6\uff082025 \u5e74\uff09\uff1a<\/p>\n<ul>\n<li>\u76ee\u6807\uff1a\u5c06\u8d1f\u9762\u60c5\u7eea\u63a7\u5236\u5728\u603b\u4e92\u52a8\u6b21\u6570\u7684 15-20% \u4ee5\u4e0b<\/li>\n<li>\u6309\u961f\u5217\/\u4ea7\u54c1\u8fdb\u884c\u8ddf\u8e2a\uff1a\u9700\u8981\u7acb\u5373\u5173\u6ce8\u8d1f\u9762\u60c5\u7eea\u8d85\u8fc7 30% \u7684\u7279\u5b9a\u961f\u5217<\/li>\n<li>\u6bd4\u8f83\u901a\u8bdd\u524d\u4e0e\u901a\u8bdd\u540e\u7684\u60c5\u611f\uff1a\u826f\u597d\u7684\u89e3\u51b3\u65b9\u6848\u5e94\u80fd\u63d0\u9ad8\u60c5\u611f\u8bc4\u5206<\/li>\n<\/ul>\n<p>\u5982\u4f55\u4f7f\u7528<\/p>\n<ul>\n<li>\u5f53\u60c5\u7eea\u4f4e\u4e8e\u4e34\u754c\u503c\u6216\u7a81\u7136\u98d9\u5347\u65f6\u8bbe\u7f6e\u81ea\u52a8\u8b66\u62a5<\/li>\n<li>\u5c06\u8d1f\u9762\u8bc4\u4ef7\u7535\u8bdd\u4f5c\u4e3a\u6307\u5bfc\u673a\u4f1a\uff08\u4ee3\u7406\u5546\u53ef\u4ee5\u91c7\u53d6\u54ea\u4e9b\u4e0d\u540c\u7684\u505a\u6cd5\uff1f\uff09<\/li>\n<li>\u4e0e CSAT \u6570\u636e\u76f8\u7ed3\u5408\uff1a\u4eba\u5de5\u667a\u80fd\u60c5\u611f\u8bc4\u5206\u4e0e\u5ba2\u6237\u8c03\u67e5\u53cd\u9988\u662f\u5426\u4e00\u81f4\uff1f<\/li>\n<li>\u4e0d\u8981\u5b8c\u5168\u4f9d\u8d56\u60c5\u611f\u8bc4\u5206--\u5b83\u4eec\u53ea\u662f\u4e00\u4e2a\u6307\u6807\uff0c\u800c\u975e\u7edd\u5bf9\u771f\u7406<\/li>\n<\/ul>\n<p><strong>\u4f8b\u5982<\/strong>\u00a0\u4e00\u5bb6\u7535\u5b50\u5546\u52a1\u547c\u53eb\u4e2d\u5fc3\u6ce8\u610f\u5230\uff0c\u5c3d\u7ba1 CSAT \u4e3a 78%\uff0c\u4f46 \u201c\u9000\u8d27\u548c\u9000\u6b3e \u201d\u961f\u5217\u4e2d\u4ecd\u6709 40% \u7684\u8d1f\u9762\u60c5\u7eea\u3002\u8c03\u67e5\u663e\u793a\uff0c\u5ba2\u6237\u5bf9\u5ea7\u5e2d\u4eba\u5458\u7684\u5e2e\u52a9\u8868\u793a\u6ee1\u610f\uff0c\u4f46\u5bf9\u9000\u8d27\u653f\u7b56\u672c\u8eab\u611f\u5230\u6cae\u4e27\u3002\u7ed3\u679c\uff1a\u653f\u7b56\u53d8\u66f4\u5c06\u8d1f\u9762\u60c5\u7eea\u964d\u81f3 18%\u3002.<\/p>\n<h2>\u5982\u4f55\u4e3a\u56e2\u961f\u9009\u62e9\u6b63\u786e\u7684\u547c\u53eb\u4e2d\u5fc3\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12940\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/48.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/48.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/48-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/48-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>\u4ece\u60a8\u7684\u4e1a\u52a1\u548c\u5ba2\u6237\u76ee\u6807\u51fa\u53d1<\/h3>\n<p>\u4e0d\u8981\u4ece\u5de5\u5177\u5165\u624b\u3002\u4ece\u4f60\u60f3\u8981\u5b9e\u73b0\u7684\u76ee\u6807\u5f00\u59cb\u3002.<\/p>\n<p><strong>\u5171\u540c\u76ee\u6807\u548c\u5339\u914d\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807<\/strong><\/p>\n<ul>\n<li><strong>\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6<\/strong>\n<ul>\n<li>CSAT\u3001NPS\u3001CES\u3001FCR\u3002.<\/li>\n<li>ASA \u548c\u653e\u5f03\u7387\uff08\u56e0\u4e3a\u957f\u65f6\u95f4\u7b49\u5f85\u4f1a\u5f71\u54cd\u6ee1\u610f\u5ea6\uff09\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u51cf\u5c11\u7b49\u5f85\u65f6\u95f4\u548c\u79ef\u538b<\/strong>\n<ul>\n<li>ASA\u3001\u670d\u52a1\u6c34\u5e73\u3001FRT\u3001\u961f\u5217\u6df1\u5ea6\u3001\u79ef\u538b\u65f6\u95f4\u3002.<\/li>\n<li>\u63d0\u4f9b\u7684\u7535\u8bdd\u4e0e\u5904\u7406\u7684\u7535\u8bdd.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u63d0\u9ad8\u4ee3\u7406\u4eba\u7684\u5de5\u4f5c\u6548\u7387\uff0c\u800c\u4e0d\u4f1a\u8ba9\u4ed6\u4eec\u75b2\u4e8e\u5954\u547d<\/strong>\n<ul>\n<li>AHT\u3001\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570\u3001\u5229\u7528\u7387\u3001\u575a\u6301\u7387\u3001QA \u5206\u6570\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u63a7\u5236\u6216\u964d\u4f4e\u670d\u52a1\u6210\u672c<\/strong>\n<ul>\n<li>\u6bcf\u6b21\u547c\u53eb\u6210\u672c\u3001\u91cd\u590d\u547c\u53eb\u7387\u3001AHT\u3001\u673a\u5668\u4eba\u548c\u6e20\u9053\u904f\u5236\u7387\u3002.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u4e00\u65e6\u76ee\u6807\u660e\u786e\uff0c\u5c31\u53ef\u4ee5\u66f4\u5bb9\u6613\u5730\u4e3a\u7279\u5b9a\u4e2d\u5fc3\u9009\u62e9\u4e00\u5957\u6709\u9488\u5bf9\u6027\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\u3002.<\/p>\n<p><strong>\u5206\u6b65\u8d70\uff1a\u5982\u4f55\u9009\u62e9\u60a8\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807<\/strong><\/p>\n<p><strong>\u6b65\u9aa4 1\uff1a\u786e\u5b9a\u4e0b\u4e00\u5b63\u5ea6\u7684 3 \u5927\u4e1a\u52a1\u76ee\u6807<\/strong>\u00a0\u4f8b\u5982<\/p>\n<ul>\n<li>\u201c\u5c06\u5ba2\u6237\u6d41\u5931\u7387\u964d\u4f4e 15%\u201d<\/li>\n<li>\u201c\u5728\u4fdd\u8bc1\u8d28\u91cf\u7684\u524d\u63d0\u4e0b\u5c06\u8fd0\u8425\u6210\u672c\u964d\u4f4e 20%\u201d<\/li>\n<li>\u201c\u5728\u4e0d\u8058\u7528\u66f4\u591a\u4e3b\u7ba1\u7684\u60c5\u51b5\u4e0b\uff0c\u5c06\u4ee3\u7406\u4eba\u6570\u4ece 50 \u4eba\u589e\u81f3 100 \u4eba\u201d<\/li>\n<li>\u201c\u5c06\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570\u63d0\u9ad8\u5230 85%+\u201d<\/li>\n<\/ul>\n<p><strong>\u7b2c 2 \u6b65\uff1a\u5c06\u6bcf\u4e2a\u76ee\u6807\u4e0e 2-4 \u4e2a\u76f4\u63a5\u8861\u91cf\u8fdb\u5c55\u60c5\u51b5\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\u76f8\u5bf9\u5e94<\/strong><\/p>\n<p>\u6620\u5c04\u793a\u4f8b\uff1a<\/p>\n<table>\n<thead>\n<tr>\n<th>\u4e1a\u52a1\u76ee\u6807<\/th>\n<th>\u8ddf\u8e2a\u7684\u4e3b\u8981\u5173\u952e\u7ee9\u6548\u6307\u6807<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>\u5ba2\u6237\u6d41\u5931\u7387\u964d\u4f4e 15%<\/td>\n<td>CSAT\u3001NPS\u3001FCR\u3001\u91cd\u590d\u547c\u53eb\u7387<\/td>\n<\/tr>\n<tr>\n<td>\u524a\u51cf\u8fd0\u8425\u6210\u672c 20%<\/td>\n<td>\u6bcf\u901a\u7535\u8bdd\u6210\u672c\u3001AHT\u3001\u5ea7\u5e2d\u5229\u7528\u7387\u3001\u673a\u5668\u4eba\u63a7\u5236\u7387<\/td>\n<\/tr>\n<tr>\n<td>\u89c4\u6a21\u4ece 50 \u5230 100 \u4e2a\u4ee3\u7406<\/td>\n<td>\u9075\u5b88\u60c5\u51b5\u3001\u670d\u52a1\u6c34\u5e73\u3001\u6bcf\u5c0f\u65f6\u5904\u7406\u7684\u547c\u53eb\u3001\u5165\u804c\u65f6\u95f4<\/td>\n<\/tr>\n<tr>\n<td>\u5c06 CSAT \u63d0\u9ad8\u5230 85%+<\/td>\n<td>CSAT \uff08\u6309\u961f\u5217\uff09\u3001FCR\u3001ASA\u3001QA \u5206\u6570<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u7b2c 3 \u6b65\uff1a\u786e\u5b9a\u57fa\u7ebf\uff08\u60a8\u73b0\u5728\u6240\u5904\u7684\u4f4d\u7f6e\uff09<\/strong><\/p>\n<ul>\n<li>\u4e3a\u6bcf\u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\u63d0\u53d6\u6700\u8fd1 30-90 \u5929\u7684\u6570\u636e<\/li>\n<li>\u8ba1\u7b97\u5f53\u524d\u7ee9\u6548\uff08\u4f8b\u5982\uff0c\u201c\u6211\u4eec\u7684 FCR \u662f 62%\uff0cCSAT \u662f 71%\u201d\uff09\u3002<\/li>\n<li>\u786e\u5b9a\u54ea\u4e9b\u5173\u952e\u7ee9\u6548\u6307\u6807\u4f4e\u4e8e\u884c\u4e1a\u57fa\u51c6<\/li>\n<\/ul>\n<p><strong>\u7b2c 4 \u6b65\uff1a\u6839\u636e\u57fa\u51c6\u548c\u81ea\u8eab\u8d44\u6e90\u60c5\u51b5\u5236\u5b9a\u5207\u5b9e\u53ef\u884c\u7684\u76ee\u6807<\/strong><\/p>\n<ul>\n<li>\u4e0d\u8981\u5728\u4e00\u591c\u4e4b\u95f4\u4ece 62% FCR \u8df3\u5230 80% - \u76ee\u6807\u662f\u5728 60 \u5929\u5185\u8fbe\u5230 68%\uff0c\u7136\u540e\u5728 90 \u5929\u5185\u8fbe\u5230 75%<\/li>\n<li>\u8003\u8651\u60a8\u7684\u9650\u5236\u56e0\u7d20\uff1a\u9884\u7b97\u3001\u4eba\u6570\u3001\u6280\u672f\u3001\u57f9\u8bad\u80fd\u529b<\/li>\n<li>\u4e3a\u8868\u73b0\u6700\u597d\u7684\u6307\u6807\u8bbe\u5b9a\u6269\u5c55\u76ee\u6807\uff08\u5982\u679c CSAT \u4e3a 82%\uff0c\u5219\u76ee\u6807\u4e3a 85%\uff09<\/li>\n<\/ul>\n<p><strong>\u6b65\u9aa4 5\uff1a\u786e\u5b9a\u6240\u6709\u6743\u548c\u5ba1\u67e5\u8fdb\u5ea6<\/strong><\/p>\n<ul>\n<li>\u6bcf\u4e2a KPI \u7531\u8c01\u8d1f\u8d23\uff1f(\u56e2\u961f\u9886\u5bfc\u3001\u8d28\u91cf\u4fdd\u8bc1\u7ecf\u7406\u3001WFM\u3001\u8fd0\u8425\u603b\u76d1\uff1f\uff09<\/li>\n<li>\u60a8\u591a\u4e45\u5ba1\u67e5\u4e00\u6b21\uff1f(\u6bcf\u5929\u5ba1\u67e5\u670d\u52a1\u6c34\u5e73\uff0c\u6bcf\u5468\u5ba1\u67e5 CSAT\uff0c\u6bcf\u6708\u5ba1\u67e5\u6bcf\u6b21\u547c\u53eb\u6210\u672c\uff09<\/li>\n<li>\u5b58\u5728\u54ea\u4e9b\u884c\u52a8\u89e6\u53d1\u5668\uff1f(\u5982\u679c\u653e\u5f03 &gt;10%\uff0c\u7acb\u5373\u5c06\u4ee3\u7406\u6dfb\u52a0\u5230\u961f\u5217\u4e2d\uff09<\/li>\n<\/ul>\n<p><strong>\u793a\u4f8b\uff1a\u5b8c\u6210 \u201c\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6 \u201d\u76ee\u6807\u7684 KPI \u9009\u62e9\u5b8c\u6210 \"\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6 \"\u76ee\u6807\u7684 KPI \u9009\u62e9<\/strong><\/p>\n<p>\u76ee\u6807\uff1a\u5728 6 \u4e2a\u6708\u5185\u5c06\u5ba2\u6237\u6ee1\u610f\u5ea6\u63d0\u9ad8\u81f3 85%+ CSAT<\/p>\n<p>\u5f53\u524d\u72b6\u6001\uff1a<\/p>\n<ul>\n<li>CSAT: 74%<\/li>\n<li>FCR: 65%<\/li>\n<li>ASA\uff1a45 \u79d2<\/li>\n<li>AHT: 9 \u5206\u949f<\/li>\n<\/ul>\n<p>\u9009\u5b9a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff1a<\/p>\n<ol>\n<li>CSAT \uff08\u4e3b\u8981\u6307\u6807\uff09--\u76ee\u6807\u662f\u5728 6 \u4e2a\u6708\u5185\u8fbe\u5230 85%<\/li>\n<li>FCR - \u76ee\u6807\u662f\u5728 3 \u4e2a\u6708\u5185\u8fbe\u5230 75%\uff08\u4f4e FCR \u4f1a\u5bfc\u81f4\u91cd\u590d\u8054\u7cfb\u548c\u632b\u8d25\u611f\uff09<\/li>\n<li>ASA - \u76ee\u6807\u65f6\u95f4\u4e0d\u8d85\u8fc7 30 \u79d2\uff08\u7b49\u5f85\u65f6\u95f4\u8fc7\u957f\u4f1a\u5f71\u54cd\u6ee1\u610f\u5ea6\uff09<\/li>\n<li>\u8d28\u91cf\u4fdd\u8bc1\u5f97\u5206 - \u76ee\u6807 90%+\uff08\u8d28\u91cf\u76f4\u63a5\u5f71\u54cd CSAT\uff09<\/li>\n<\/ol>\n<p>\u8ba1\u5212\u91c7\u53d6\u7684\u884c\u52a8<\/p>\n<ul>\n<li>\u7b2c 1-2 \u4e2a\u6708\uff1a\u6539\u5584\u77e5\u8bc6\u5e93\uff0c\u52a0\u5f3a\u4eba\u5458\u914d\u7f6e\uff0c\u51cf\u5c11\u52a9\u7406\u884c\u653f\u5e72\u4e8b\u4eba\u6570<\/li>\n<li>\u7b2c 3-4 \u4e2a\u6708\uff1a\u5bf9\u4ee3\u7406\u8fdb\u884c\u79fb\u60c5\u548c\u89e3\u51b3\u6280\u80fd\u57f9\u8bad\uff0c\u8ddf\u8e2a QA<\/li>\n<li>\u7b2c 5-6 \u4e2a\u6708\uff1a\u6309\u961f\u5217\u76d1\u63a7 CSAT\uff0c\u89e3\u51b3\u5177\u4f53\u75db\u70b9<\/li>\n<\/ul>\n<p>\u590d\u4e60\u8282\u594f\uff1a<\/p>\n<ul>\n<li>\u6bcf\u65e5\uff1aASA, \u670d\u52a1\u6c34\u5e73\uff08\u8fd0\u884c\uff09<\/li>\n<li>\u6bcf\u5468\uff1aFCR \u548c AHT \u8d8b\u52bf\uff08\u6218\u672f\u6027\uff09<\/li>\n<li>\u6bcf\u6708\uff1aCSAT \u548c QA \u5206\u6570\uff08\u6218\u7565\u6027\uff09<\/li>\n<\/ul>\n<h3>\u4e3a\u6bcf\u4e2a\u91cd\u70b9\u9886\u57df\u5efa\u7acb\u4e00\u5957\u5c0f\u578b\u5173\u952e\u7ee9\u6548\u6307\u6807\u96c6<\/h3>\n<p>\u8fc7\u591a\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\u4f1a\u9020\u6210\u6df7\u4e71\u548c\u4eea\u8868\u76d8\u75b2\u52b3\u3002\u5c0f\u800c\u96c6\u4e2d\u7684KPI\u66f4\u6709\u5a01\u529b\u3002.<\/p>\n<p>\u5bf9\u5927\u591a\u6570\u56e2\u961f\u6765\u8bf4\uff0c\u8fd9\u662f\u4e00\u4e2a\u5207\u5b9e\u53ef\u884c\u7684\u8d77\u70b9\uff1a<\/p>\n<ul>\n<li><strong>\u5ba2\u6237\u4f53\u9a8c\uff083-4 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong>\n<ul>\n<li>CSAT\u3001NPS\u3001CES\u3001FCR\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u670d\u52a1\u6c34\u5e73\u548c\u54cd\u5e94\u80fd\u529b\uff082-3 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong>\n<ul>\n<li>ASA\u3001\u670d\u52a1\u6c34\u5e73\u3001\u653e\u5f03\u7387\u3001FRT\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4ee3\u7406\u7ee9\u6548\uff082-4 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong>\n<ul>\n<li>AHT\u3001\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570\u3001\u8ba1\u5212\u9075\u5b88\u60c5\u51b5\u3001QA \u5206\u6570\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4e1a\u52a1\u548c\u6210\u672c\uff082-3 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong>\n<ul>\n<li>\u63d0\u4f9b\u7684\u547c\u53eb\u4e0e\u5904\u7406\u7684\u547c\u53eb\u3001\u91cd\u590d\u547c\u53eb\u7387\u3001\u67e5\u8be2\u7684\u5e73\u5747\u5e74\u9f84\u3001\u6bcf\u6b21\u547c\u53eb\u7684\u6210\u672c\u3002.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u8fd9\u6837\u5c31\u6709\u4e86\u5927\u7ea6 8-15 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807--\u8db3\u4ee5\u8ba9\u60a8\u5168\u9762\u4e86\u89e3\u60c5\u51b5\uff0c\u800c\u4e0d\u81f3\u4e8e\u8ba9\u7ecf\u7406\u6216\u4ee3\u7406\u4e0d\u77e5\u6240\u63aa\u3002.<\/p>\n<h3>\u7ed3\u5408\u8861\u91cf\u6807\u51c6\uff0c\u4e86\u89e3\u5168\u9762\u60c5\u51b5<\/h3>\n<p>\u5355\u4e00\u6307\u6807\u5bb9\u6613\u88ab\u8bef\u8bfb\u3002\u7ec4\u5408\u6307\u6807\u5219\u80fd\u544a\u8bc9\u4f60\u771f\u5b9e\u60c5\u51b5\u3002.<\/p>\n<p>\u4f8b\u5982<\/p>\n<ul>\n<li><strong>\u9ad8 AHT\uff088-10 \u5206\u949f\uff09+ \u9ad8 CSAT\uff0885%+\uff09+ \u9ad8 FCR\uff0880%+\uff09 <\/strong>\n<ul>\n<li>\u4ee3\u7406\u9700\u8981\u7684\u65f6\u95f4\u66f4\u957f\uff0c\u4f46\u89e3\u51b3\u95ee\u9898\u7684\u6548\u679c\u5f88\u597d\uff1b\u4ed6\u4eec\u53ef\u80fd\u4f1a\u5904\u7406\u590d\u6742\u7684\u6848\u4f8b\u3002\u8fd9\u4e5f\u8bb8\u662f\u53ef\u4ee5\u63a5\u53d7\u7684\uff0c\u5c24\u5176\u662f\u5bf9\u4e8e\u6280\u672f\u652f\u6301\u800c\u8a00\uff0c8-10 \u5206\u949f\u662f\u6807\u51c6\u65f6\u95f4\u3002\u6781\u4f4e\u7684 AHT + \u4f4e\u7684 FCR + \u4f4e\u7684 CSAT<\/li>\n<li>\u4ee3\u7406\u50ac\u4fc3\u7535\u8bdd\u3002\u5ba2\u6237\u56de\u7535\u540e\u4e0d\u9ad8\u5174\u5730\u79bb\u5f00\u3002\u89e3\u51b3\u57f9\u8bad\u548c\u6d41\u7a0b\u95ee\u9898\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f AHT \u76ee\u6807\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u826f\u597d\u7684 ASA + \u9ad8\u653e\u5f03\u7387<\/strong>\n<ul>\n<li>\u5ba2\u6237\u5f88\u5feb\u8fdb\u5165 IVR\uff0c\u4f46\u7a0d\u540e\u5c31\u4f1a\u653e\u5f03\uff1bIVR \u53ef\u80fd\u4ee4\u4eba\u56f0\u60d1\u6216\u8def\u7531\u9009\u62e9\u5931\u8d25\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u5229\u7528\u7387\u9ad8 + \u8d28\u91cf\u4fdd\u8bc1\u548c CSAT \u4e0b\u964d<\/strong>\n<ul>\n<li>\u4ee3\u7406\u5de5\u4f5c\u8fc7\u5ea6\u3002\u60a8\u53ef\u80fd\u9700\u8981\u66f4\u591a\u7684\u4eba\u624b\u3001\u66f4\u597d\u7684\u5de5\u5177\u6216\u66f4\u591a\u7684\u81ea\u52a9\u670d\u52a1\u3002.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u4f7f\u7528\u00a0<a href=\"https:\/\/flyfone.com\/zh\/call-center-analytics\/\">\u547c\u53eb\u4e2d\u5fc3\u5206\u6790<\/a>\u00a0\u5c06\u8fd9\u4e9b\u5173\u7cfb\u53ef\u89c6\u5316\uff0c\u907f\u514d\u8ffd\u9010 \u201c\u6f02\u4eae \u201d\u7684\u6570\u5b57\u800c\u63a9\u76d6\u66f4\u6df1\u5c42\u6b21\u7684\u95ee\u9898\u3002.<\/p>\n<h3>\u8ba9\u6bcf\u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\u90fd\u5177\u6709\u53ef\u64cd\u4f5c\u6027<\/h3>\n<p>\u5173\u952e\u7ee9\u6548\u6307\u6807\u53ea\u6709\u5728\u79fb\u52a8\u65f6\u624d\u4f1a\u5bfc\u81f4\u5177\u4f53\u884c\u52a8\uff0c\u624d\u662f\u6709\u7528\u7684\u3002.<\/p>\n<p>\u4e3a\u6bcf\u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\u5b9a\u4e49<\/p>\n<ul>\n<li><strong>\u76ee\u6807\u6216\u5065\u5eb7\u8303\u56f4<\/strong> - \u4f8b\u5982\uff0c\u201cFCR \u8d85\u8fc7 75%\u201d\u3001\u201cCSAT \u8d85\u8fc7 90%\u201d\u3001\u201cAHT 4-6 \u5206\u949f\u201d\u3002.<\/li>\n<li><strong>\u4e1a\u4e3b<\/strong> - \u8d23\u4efb\u4eba\uff1a\u56e2\u961f\u9886\u5bfc\u3001\u8d28\u91cf\u4fdd\u8bc1\u7ecf\u7406\u3001WFM\u3001\u8fd0\u8425\u9886\u5bfc\u3002.<\/li>\n<li><strong>\u884c\u52a8<\/strong> \u5f53\u504f\u79bb\u8f68\u9053\u65f6--\u4f8b\u5982\n<ul>\n<li>CSAT \u4f4e \u2192 \u67e5\u770b\u901a\u8bdd\u5f55\u97f3\uff0c\u66f4\u65b0\u811a\u672c\uff0c\u4fee\u6b63\u7279\u5b9a\u6d41\u7a0b\u3002.<\/li>\n<li>\u9ad8 AHT \u2192 \u68c0\u67e5\u5de5\u5177\u3001\u5de5\u4f5c\u6d41\u7a0b\u548c\u57f9\u8bad\uff1b\u4e0d\u8981\u53ea\u5bf9\u4ee3\u7406\u4eba\u65bd\u538b\u3002.<\/li>\n<li>\u9ad8\u653e\u5f03\u7387 \u2192 \u91cd\u65b0\u8003\u8651\u4eba\u5458\u914d\u5907\u3001\u56de\u62e8\u9009\u9879\u548c IVR \u8bbe\u8ba1\u3002.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u907f\u514d\u90a3\u4e9b\u5728\u5e7b\u706f\u7247\u4e2d\u770b\u8d77\u6765\u5f88\u597d\uff0c\u4f46\u5374\u4e0d\u80fd\u5f15\u53d1\u4efb\u4f55\u5177\u4f53\u51b3\u7b56\u6216\u6539\u8fdb\u7684\u865a\u8363\u6307\u6807\u3002.<\/p>\n<h2>\u8ddf\u8e2a\u548c\u4f7f\u7528\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u7684\u6700\u4f73\u5b9e\u8df5<\/h2>\n<h3>\u5b9a\u671f\u5ba1\u67e5\u8861\u91cf\u6807\u51c6<\/h3>\n<p>\u8bbe\u5b9a\u660e\u786e\u7684\u8282\u594f\uff0c\u8ba9\u6307\u6807\u63a8\u52a8\u6301\u7eed\u7ba1\u7406\uff0c\u800c\u4e0d\u662f\u4e00\u6b21\u6027\u62a5\u544a\u3002.<\/p>\n<p>\u5b9e\u7528\u7684\u8282\u594f<\/p>\n<ul>\n<li><strong>\u5b9e\u65f6\/\u76d8\u4e2d<\/strong>\n<ul>\n<li>\u670d\u52a1\u6c34\u5e73\u3001ASA\u3001\u961f\u5217\u6df1\u5ea6\u3001\u963b\u585e\u547c\u53eb\u3002.<\/li>\n<li>\u7531\u4e3b\u7ba1\u548c WFM \u56e2\u961f\u7528\u4e8e\u8fdb\u884c\u5b9e\u65f6\u8c03\u6574\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u6bcf\u65e5\/\u6bcf\u5468<\/strong>\n<ul>\n<li>AHT\u3001\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570\u3001\u5229\u7528\u7387\u3001\u575a\u6301\u7387\u3001\u653e\u5f03\u7387\u3001\u91cd\u590d\u547c\u53eb\u7387\u3002.<\/li>\n<li>\u7528\u4e8e\u77ed\u671f\u89c4\u5212\u3001\u6307\u5bfc\u4f18\u5148\u4e8b\u9879\u548c\u6d41\u7a0b\u8c03\u6574\u3002.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u6bcf\u6708\/\u6bcf\u5b63\u5ea6<\/strong>\n<ul>\n<li>CSAT\u3001NPS\u3001CES\u3001FCR\u3001QA \u8d8b\u52bf\u3001\u6bcf\u6b21\u547c\u53eb\u6210\u672c\u3001\u5bf9\u5ba2\u6237\u6d41\u5931\u7684\u5f71\u54cd\u3002.<\/li>\n<li>\u9886\u5bfc\u5c42\u7528\u4e8e\u8bc4\u4f30\u6218\u7565\u548c\u6295\u8d44\u3002.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u59cb\u7ec8\u5173\u6ce8 <strong>\u8d8b\u52bf<\/strong> \u548c\u6a21\u5f0f\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u5355\u4e00\u7684\u6570\u636e\u70b9\u3002\u7cdf\u7cd5\u7684\u4e00\u5929\u53ef\u80fd\u53d1\u751f\uff0c\u7cdf\u7cd5\u7684\u4e00\u5b63\u5ea6\u5c31\u662f\u4e00\u4e2a\u4fe1\u53f7\u3002.<\/p>\n<h3>\u4f7f\u7528\u6307\u6807\u6765\u652f\u6301\u4ee3\u7406\u5546\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u76d1\u7763\u4ed6\u4eec<\/h3>\n<p>\u4ee3\u7406\u5546\u6bcf\u5929\u90fd\u8981\u9762\u5bf9\u8fd9\u4e9b\u6570\u5b57\u3002\u5982\u679c\u89c9\u5f97\u6307\u6807\u662f\u4e00\u79cd\u6b66\u5668\uff0c\u90a3\u4e48\u58eb\u6c14\u548c\u4e1a\u7ee9\u90fd\u4f1a\u53d7\u5230\u5f71\u54cd\u3002.<\/p>\n<p>\u5b9e\u7528\u65b9\u6cd5\uff1a<\/p>\n<ul>\n<li>\u4ee5\u900f\u660e\u65b9\u5f0f\u5171\u4eab\u4eea\u8868\u677f\uff0c\u4ee5\u4fbf\u4ee3\u7406\u5546\u8ddf\u8e2a\u81ea\u5df1\u7684\u7ee9\u6548\u3002.<\/li>\n<li>\u4f7f\u7528 QA\u3001CSAT \u548c FCR \u6765\u8868\u5f70\u51fa\u8272\u7684\u5de5\u4f5c\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u53d1\u73b0\u9519\u8bef\u3002.<\/li>\n<li>\u5e73\u8861\u6548\u7387\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08AHT\u3001\u5229\u7528\u7387\u3001\u901a\u8bdd\/\u5c0f\u65f6\uff09\u4e0e\u8d28\u91cf\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08QA\u3001CSAT\u3001FCR\uff09\u3002.<\/li>\n<li>\u5f53\u6307\u6807\u663e\u793a\u75db\u70b9\u65f6\uff0c\u503e\u542c\u4ee3\u7406\u5546\u7684\u610f\u89c1\uff1b\u4ed6\u4eec\u5f80\u5f80\u77e5\u9053\u54ea\u4e9b\u6d41\u7a0b\u548c\u5de5\u5177\u5b58\u5728\u95ee\u9898\u3002.<\/li>\n<\/ul>\n<p>\u4e00\u4e9b\u7ec4\u7ec7\u8fd8\u8ddf\u8e2a\u5185\u90e8 <strong>\u201c\u4ee3\u7406\u52aa\u529b\u201d<\/strong> \u6982\u5ff5 - \u4ee3\u7406\u4eba\u5b8c\u6210\u5de5\u4f5c\u7684\u96be\u5ea6\u3002\u4ee3\u7406\u4eba\u7684\u9ad8\u5f3a\u5ea6\u5de5\u4f5c\uff08\u7cfb\u7edf\u8fc7\u591a\u3001\u6d41\u7a0b\u4e0d\u6e05\uff09\u901a\u5e38\u4f1a\u5bfc\u81f4\u66f4\u7cdf\u7cd5\u7684\u5ba2\u6237\u4f53\u9a8c\u3002.<\/p>\n<h3>\u8de8\u56e2\u961f\u548c\u5de5\u5177\u7edf\u4e00\u8861\u91cf\u6807\u51c6<\/h3>\n<p>\u76f8\u4e92\u77db\u76fe\u7684\u5b9a\u4e49\u4f1a\u5bfc\u81f4\u65e0\u4f11\u6b62\u7684\u4e89\u8bba\u548c\u65f6\u95f4\u7684\u6d6a\u8d39\u3002.<\/p>\n<ul>\n<li>\u7edf\u4e00 \u201c\u5df2\u5904\u7406\u201d\u3001\u201c\u653e\u5f03\u201d\u3001\u201cFCR \u201d\u548c \u201c\u91cd\u590d\u547c\u53eb \u201d\u7b49\u5173\u952e\u6307\u6807\u7684\u5b9a\u4e49\u3002.<\/li>\n<li>\u786e\u4fdd\u60a8\u7684\u8054\u7edc\u4e2d\u5fc3\u5e73\u53f0\u3001WFM\u3001\u8d28\u91cf\u4fdd\u8bc1\u5de5\u5177\u548c CRM \u90fd\u4f7f\u7528\u76f8\u540c\u7684\u62a5\u544a\u5b9a\u4e49\u3002.<\/li>\n<li>\u5728\u5b9a\u4e49\u5173\u952e\u7ee9\u6548\u6307\u6807\u65f6\uff0c\u8ba9\u5ba2\u6237\u4f53\u9a8c\u3001\u8fd0\u8425\u3001\u8d22\u52a1\u548c IT \u90e8\u95e8\u53c2\u4e0e\u8fdb\u6765\uff0c\u8fd9\u6837\u6bcf\u4e2a\u4eba\u90fd\u80fd\u4e8b\u5148\u8fbe\u6210\u4e00\u81f4\u3002.<\/li>\n<\/ul>\n<p>Genesys\u3001Zoom Contact Center \u548c Sprinklr \u7b49\u4f9b\u5e94\u5546\u63d0\u4f9b\u96c6\u6210\u7684\u5206\u6790\u529f\u80fd\uff0c\u5982\u679c\u914d\u7f6e\u5f97\u5f53\uff0c\u53ef\u4f5c\u4e3a\u5171\u540c\u7684\u771f\u76f8\u6765\u6e90\u3002.<\/p>\n<h3>\u968f\u7740\u8054\u7edc\u4e2d\u5fc3\u7684\u53d1\u5c55\u4e0d\u65ad\u5b8c\u5584 KPI \u8bbe\u7f6e<\/h3>\n<p>\u60a8\u7684\u547c\u53eb\u4e2d\u5fc3\u5c06\u53d1\u751f\u53d8\u5316\uff1a\u65b0\u4ea7\u54c1\u3001\u65b0\u5ba2\u6237\u3001\u65b0\u6e20\u9053\u548c\u65b0\u6280\u672f\u3002.<\/p>\n<p>\u60a8\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\u4e5f\u5e94\u968f\u4e4b\u6539\u53d8\uff1a<\/p>\n<ul>\n<li>\u6dfb\u52a0\u804a\u5929\u3001\u4fe1\u606f\u6216\u793e\u4ea4\u6e20\u9053\u65f6\uff0c\u5e94\u5305\u62ec\u6e20\u9053\u7ec4\u5408\u548c\u6e20\u9053\u5305\u542b\u7387\u3002.<\/li>\n<li>\u90e8\u7f72\u804a\u5929\u673a\u5668\u4eba\u6216\u8bed\u97f3\u673a\u5668\u4eba\u65f6\uff0c\u5f00\u59cb\u8ddf\u8e2a\u673a\u5668\u4eba\u904f\u5236\u548c\u5347\u7ea7\u7684\u539f\u56e0\u3002.<\/li>\n<li>\u5f53\u60a8\u5f15\u5165\u56de\u8c03\u65f6\uff0c\u8bf7\u8ddf\u8e2a\u63d0\u4f9b\u7387\u3001\u4f7f\u7528\u7387\u548c\u56de\u8c03\u6210\u529f\u7387\u3002.<\/li>\n<li>\u5f53\u60a8\u6295\u8d44\u4eba\u5de5\u667a\u80fd\u65f6\uff0c\u8bf7\u76d1\u63a7\u5efa\u8bae\u9075\u5b88\u60c5\u51b5\u548c\u4ee3\u7406\u53cd\u9988\u3002.<\/li>\n<\/ul>\n<p>\u81f3\u5c11\u6bcf\u5e74\u4e00\u6b21\uff0c\u5e76\u5728\u53d1\u751f\u91cd\u5927\u53d8\u5316\u540e\u91cd\u65b0\u5ba1\u89c6\u60a8\u8bbe\u5b9a\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\u3002\u4f7f\u7528 \"\u5ba2\u6237\u65c5\u7a0b\u56fe \"\u6765\u67e5\u770b\u5728\u65c5\u7a0b\u7684\u6bcf\u4e00\u6b65\u4e2d\u54ea\u4e9b\u6307\u6807\u6700\u91cd\u8981\u3002.<\/p>\n<h2 id=\"getting-started-your-first-30-days-of-kpi-tracking\">\u5165\u95e8\uff1aKPI \u8ddf\u8e2a\u7684\u524d 30 \u5929<\/h2>\n<p><img loading=\"lazy\" class=\"aligncenter size-full wp-image-12935\" src=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/43.png\" alt=\"\" width=\"800\" height=\"600\" decoding=\"async\" srcset=\"https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/43.png 800w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/43-300x225.png 300w, https:\/\/flyfone.com\/wp-content\/uploads\/2025\/12\/43-768x576.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>\u5982\u679c\u60a8\u8981\u4ece\u5934\u5f00\u59cb\u8ffd\u8e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff0c\u6216\u5f7b\u5e95\u6539\u9769\u5f53\u524d\u7684\u65b9\u6cd5\uff0c\u8bf7\u9075\u5faa\u8fd9\u4e2a\u4e3a\u671f 4 \u5468\u7684\u5b9e\u65bd\u8def\u7ebf\u56fe\u3002.<\/p>\n<h3 id=\"week-1-establish-baseline-and-choose-core-kpis\">\u7b2c 1 \u5468\uff1a\u5efa\u7acb\u57fa\u7ebf\u5e76\u9009\u62e9\u6838\u5fc3\u5173\u952e\u7ee9\u6548\u6307\u6807<\/h3>\n<p><strong>\u7b2c 1-2 \u5929\u5ba1\u6838\u60a8\u76ee\u524d\u8ddf\u8e2a\u7684\u5185\u5bb9<\/strong><\/p>\n<ul>\n<li>\u5217\u51fa\u60a8\u76ee\u524d\u53ef\u4ee5\u8bbf\u95ee\u7684\u6240\u6709\u6307\u6807\uff08\u68c0\u67e5\u60a8\u7684\u8054\u7edc\u4e2d\u5fc3\u5e73\u53f0\u3001\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\u3001WFM \u5de5\u5177\uff09<\/li>\n<li>\u627e\u51fa\u5dee\u8ddd\uff1a\u80fd\u5426\u8861\u91cf CSAT\uff1fFCR\uff1f\u662f\u5426\u6709\u7528\u4e8e\u8d28\u91cf\u4fdd\u8bc1\u7684\u901a\u8bdd\u5f55\u97f3\uff1f<\/li>\n<li>\u8bb0\u5f55\u53ef\u7528\u6307\u6807\u7684\u5f53\u524d\u6027\u80fd<\/li>\n<\/ul>\n<p><strong>\u7b2c 3-4 \u5929\uff1a\u9009\u62e9\u60a8\u7684\u8d77\u59cb\u5173\u952e\u7ee9\u6548\u6307\u6807\u96c6\uff08\u6700\u591a 8-12 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09<\/strong><\/p>\n<p>\u63a8\u8350\u5927\u591a\u6570\u547c\u53eb\u4e2d\u5fc3\u4f7f\u7528\u7684\u5165\u95e8\u5957\u4ef6\uff1a<\/p>\n<p><strong>\u5ba2\u6237\u4f53\u9a8c\uff083 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong><\/p>\n<ol>\n<li>CSAT - \u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206<\/li>\n<li>FCR - \u9996\u6b21\u63a5\u89e6\u89e3\u51b3<\/li>\n<li>CES - Customer Effort Score\uff08\u5982\u679c\u53ef\u4ee5\u8fdb\u884c\u8c03\u67e5\uff09\u6216 NPS<\/li>\n<\/ol>\n<p><strong>\u670d\u52a1\u6c34\u5e73\u548c\u54cd\u5e94\u80fd\u529b\uff083 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong><\/p>\n<ol>\n<li>ASA - \u5e73\u5747\u5e94\u7b54\u901f\u5ea6<\/li>\n<li>\u670d\u52a1\u6c34\u5e73\uff08\u5728\u76ee\u6807\u65f6\u95f4\u5185\u63a5\u542c % \u7535\u8bdd\uff09<\/li>\n<li>\u653e\u5f03\u7387<\/li>\n<\/ol>\n<p><strong>\u4ee3\u7406\u7ee9\u6548\uff083 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong><\/p>\n<ol>\n<li>AHT - \u5e73\u5747\u5904\u7406\u65f6\u95f4<\/li>\n<li>\u9075\u5b88\u65f6\u95f4\u8868<\/li>\n<li>\u8d28\u91cf\u4fdd\u8bc1\u5f97\u5206<\/li>\n<\/ol>\n<p><strong>\u8fd0\u8425\u4e0e\u6210\u672c\uff082-3 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff09\uff1a<\/strong><\/p>\n<ol>\n<li>\u63d0\u4f9b\u7684\u547c\u53eb\u4e0e\u5904\u7406\u7684\u547c\u53eb<\/li>\n<li>\u91cd\u590d\u547c\u53eb\u7387<\/li>\n<li>\u6bcf\u6b21\u901a\u8bdd\u7684\u6210\u672c\uff08\u5982\u679c\u53ef\u4ee5\u8ba1\u7b97\uff09<\/li>\n<\/ol>\n<p><strong>\u7b2c 5 \u5929\uff1a\u660e\u786e\u5b9a\u4e49\u6bcf\u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807<\/strong><\/p>\n<ul>\n<li>\u5199\u4e0b\u6bcf\u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\u7684\u8ba1\u7b97\u516c\u5f0f<\/li>\n<li>\u8bb0\u5f55 \u201c\u597d \u201d\u7684\u6837\u5b50\uff08\u76ee\u6807\u8303\u56f4\uff09<\/li>\n<li>\u5206\u914d\u6240\u6709\u6743\uff08\u7531\u8c01\u8ddf\u8e2a\u3001\u7531\u8c01\u6267\u884c\uff09<\/li>\n<\/ul>\n<h3 id=\"week-2-set-targets-and-build-reporting\">\u7b2c 2 \u5468\u8bbe\u5b9a\u76ee\u6807\u548c\u5efa\u7acb\u62a5\u544a<\/h3>\n<p><strong>\u7b2c 1-2 \u5929\u7814\u7a76\u57fa\u51c6\u5e76\u5236\u5b9a\u5207\u5b9e\u53ef\u884c\u7684\u76ee\u6807<\/strong><\/p>\n<ul>\n<li>\u4f7f\u7528\u672c\u6307\u5357\u4e2d\u7684\u884c\u4e1a\u57fa\u51c6<\/li>\n<li>\u8bbe\u5b9a 30 \u5929\u300160 \u5929\u548c 90 \u5929\u76ee\u6807<\/li>\n<li>\u4f8b\u5982\uff1a\u5982\u679c FCR \u4e3a 58%\uff0c\u76ee\u6807\u662f\u5728 30 \u5929\u5185\u8fbe\u5230 63%\uff0c\u5728 60 \u5929\u5185\u8fbe\u5230 68%\uff0c\u5728 90 \u5929\u5185\u8fbe\u5230 72%<\/li>\n<\/ul>\n<p><strong>\u7b2c 3-4 \u5929\uff1a\u5efa\u7acb\u4eea\u8868\u677f<\/strong><\/p>\n<p>\u521b\u5efa\u4e24\u4e2a\u4eea\u8868\u76d8\uff1a<\/p>\n<ol>\n<li><strong>\u6267\u884c\u4eea\u8868\u677f\uff08\u6bcf\u5468\/\u6bcf\u6708\u67e5\u770b\uff09\uff1a<\/strong>\n<ul>\n<li>CSAT\u3001FCR\u3001\u6bcf\u6b21\u547c\u53eb\u6210\u672c\u3001\u91cd\u590d\u547c\u53eb\u7387<\/li>\n<li>\u8d8b\u52bf\u56fe\uff08\u6700\u8fd1 3-6 \u4e2a\u6708\uff09<\/li>\n<li>\u9886\u5bfc\u5c42\u9ad8\u7ea7\u6458\u8981<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u4e1a\u52a1\u4eea\u8868\u677f\uff08\u5b9e\u65f6\/\u6bcf\u65e5\u89c6\u56fe\uff09\uff1a<\/strong>\n<ul>\n<li>\u670d\u52a1\u6c34\u5e73\u3001ASA\u3001\u961f\u5217\u6df1\u5ea6\u3001\u653e\u5f03\u7387<\/li>\n<li>\u5236\u5242\u4f9d\u4ece\u6027\uff0cAHT<\/li>\n<li>\u76d1\u7ba1\u4eba\u5458\u7528\u4e8e\u65e5\u5185\u7ba1\u7406<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><strong>\u7b2c 5 \u5929\uff1a\u57f9\u8bad\u7ba1\u7406\u4eba\u5458\u5982\u4f55\u9605\u8bfb\u548c\u4f7f\u7528\u4eea\u8868\u76d8<\/strong><\/p>\n<ul>\n<li>30 \u5206\u949f\u57f9\u8bad\u8bfe\u7a0b<\/li>\n<li>\u5bf9\u6bcf\u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\u8fdb\u884c\u8be6\u7ec6\u8bf4\u660e\uff1a\u5b83\u610f\u5473\u7740\u4ec0\u4e48\u3001\u4e3a\u4ec0\u4e48\u91cd\u8981\u3001\u5982\u679c\u504f\u79bb\u76ee\u6807\u5e94\u91c7\u53d6\u4ec0\u4e48\u884c\u52a8<\/li>\n<li>\u7ec3\u4e60\u9605\u8bfb\u8d8b\u52bf\uff08\u800c\u4e0d\u4ec5\u4ec5\u662f\u5355\u4e2a\u6570\u636e\u70b9\uff09<\/li>\n<\/ul>\n<h3 id=\"week-3-connect-kpis-to-actions\">\u7b2c\u4e09\u5468\u5c06\u5173\u952e\u7ee9\u6548\u6307\u6807\u4e0e\u884c\u52a8\u8054\u7cfb\u8d77\u6765<\/h3>\n<p><strong>\u7b2c 1-2 \u5929\uff1a\u5b9a\u4e49 \u201c\u5f53\u5173\u952e\u7ee9\u6548\u6307\u6807\u504f\u79bb\u76ee\u6807\u65f6\u4f1a\u53d1\u751f\u4ec0\u4e48\uff1f\u201d<\/strong><\/p>\n<p>\u521b\u5efa\u884c\u52a8\u77e9\u9635\uff1a<\/p>\n<table>\n<thead>\n<tr>\n<th>KPI<\/th>\n<th>\u8131\u9776\u9608\u503c<\/th>\n<th>\u7acb\u5373\u884c\u52a8<\/th>\n<th>\u4e1a\u4e3b<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>\u670d\u52a1\u6c34\u5e73<\/td>\n<td>\u4f4e\u4e8e 75% 2 \u5c0f\u65f6\u4ee5\u4e0a<\/td>\n<td>\u5c06\u4ee3\u7406\u6dfb\u52a0\u5230\u961f\u5217\u4e2d\uff0c\u5ba1\u67e5\u4eba\u5458\u914d\u7f6e<\/td>\n<td>WFM \u9886\u5bfc<\/td>\n<\/tr>\n<tr>\n<td>CSAT<\/td>\n<td>\u4f4e\u4e8e 75% \u7684\u961f\u5217<\/td>\n<td>\u8c03\u53d6\u901a\u8bdd\u8bb0\u5f55\uff0c\u8bc6\u522b\u6a21\u5f0f<\/td>\n<td>\u8d28\u91cf\u4fdd\u8bc1\u7ecf\u7406<\/td>\n<\/tr>\n<tr>\n<td>\u653e\u5f03<\/td>\n<td>\u9ad8\u4e8e 10%<\/td>\n<td>\u68c0\u67e5\u961f\u5217\u6df1\u5ea6\uff0c\u63d0\u4f9b\u56de\u8c03<\/td>\n<td>\u4e1a\u52a1\u4e3b\u7ba1<\/td>\n<\/tr>\n<tr>\n<td>FCR<\/td>\n<td>\u4f4e\u4e8e 70%<\/td>\n<td>\u5ba1\u67e5\u91cd\u590d\u547c\u53eb\u7684\u4e3b\u8981\u539f\u56e0\uff0c\u66f4\u65b0\u77e5\u8bc6\u5e93<\/td>\n<td>\u56e2\u961f\u9886\u5bfc + \u8fd0\u884c<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>\u7b2c 3-4 \u5929\uff1a\u8bbe\u7f6e\u81ea\u52a8\u63d0\u9192\uff08\u5982\u679c\u60a8\u7684\u5e73\u53f0\u652f\u6301\u7684\u8bdd\uff09<\/strong><\/p>\n<ul>\n<li>\u5f53\u670d\u52a1\u6c34\u5e73\u4f4e\u4e8e\u9608\u503c\u65f6\u53d1\u51fa\u8b66\u62a5<\/li>\n<li>\u5f53\u653e\u5f03\u7387\u6fc0\u589e\u65f6\u53d1\u51fa\u8b66\u62a5<\/li>\n<li>\u5305\u542b\u5173\u952e\u7ee9\u6548\u6307\u6807\u8d8b\u52bf\u7684\u6bcf\u65e5\u6458\u8981\u7535\u5b50\u90ae\u4ef6<\/li>\n<\/ul>\n<p><strong>\u7b2c 5 \u5929\uff1a\u5b9a\u671f\u53ec\u5f00 KPI \u5ba1\u67e5\u4f1a\u8bae<\/strong><\/p>\n<ul>\n<li><strong>\u6bcf\u65e5\u5c0f\u805a\uff0815 \u5206\u949f\uff09\uff1a<\/strong>\u00a0\u56de\u987e\u6628\u5929\u7684\u670d\u52a1\u6c34\u5e73\u3001\u653e\u5f03\u7387\u3001\u4efb\u4f55\u9ad8\u5cf0\u6216\u95ee\u9898<\/li>\n<li><strong>\u6bcf\u5468\u56e2\u961f\u4f1a\u8bae\uff0830 \u5206\u949f\uff09\uff1a<\/strong>\u00a0\u5ba1\u67e5 CSAT\u3001FCR\u3001AHT \u8d8b\u52bf\uff1b\u5e86\u795d\u6210\u529f\uff1b\u786e\u5b9a\u8f85\u5bfc\u9700\u6c42<\/li>\n<li><strong>\u6bcf\u6708\u9886\u5bfc\u5ba1\u67e5\uff0860 \u5206\u949f\uff09\uff1a<\/strong>\u00a0\u6218\u7565\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08CSAT\u3001\u6bcf\u6b21\u901a\u8bdd\u6210\u672c\u3001\u91cd\u590d\u7387\uff09\u3001\u4e0b\u6708\u884c\u52a8\u8ba1\u5212<\/li>\n<\/ul>\n<h3 id=\"week-4-test-learn-and-adjust\">\u7b2c\u56db\u5468\u6d4b\u8bd5\u3001\u5b66\u4e60\u548c\u8c03\u6574<\/h3>\n<p><strong>\u7b2c 1-3 \u5929\uff1a\u5f00\u5c55\u5173\u952e\u7ee9\u6548\u6307\u6807 \u201c\u6d4b\u8bd5\u5468 \u201d\u6d3b\u52a8\u201d<\/strong><\/p>\n<ul>\n<li>\u8ddf\u8e2a\u6240\u6709\u9009\u5b9a\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807<\/li>\n<li>\u6d4b\u8bd5\u4eea\u8868\u677f\u548c\u62a5\u544a\u5de5\u4f5c\u6d41\u7a0b<\/li>\n<li>\u8bc6\u522b\u4efb\u4f55\u6570\u636e\u8d28\u91cf\u95ee\u9898\uff08\u6570\u636e\u7f3a\u5931\u3001\u516c\u5f0f\u9519\u8bef\u3001\u5b9a\u4e49\u51b2\u7a81\uff09<\/li>\n<\/ul>\n<p><strong>\u7b2c 4 \u5929\uff1a\u6536\u96c6\u7ecf\u7406\u548c\u4ee3\u7406\u7684\u53cd\u9988\u610f\u89c1<\/strong><\/p>\n<ul>\n<li>\u4eea\u8868\u677f\u6709\u7528\u5417\uff1f<\/li>\n<li>\u76ee\u6807\u662f\u5426\u73b0\u5b9e\uff1f<\/li>\n<li>\u5f53\u5173\u952e\u7ee9\u6548\u6307\u6807\u504f\u79bb\u76ee\u6807\u65f6\uff0c\u7ba1\u7406\u4eba\u5458\u77e5\u9053\u8be5\u600e\u4e48\u529e\u5417\uff1f<\/li>\n<li>\u4ee3\u7406\u5546\u662f\u5426\u4e86\u89e3\u5173\u952e\u7ee9\u6548\u6307\u6807\u53ca\u5176\u6267\u884c\u60c5\u51b5\uff1f<\/li>\n<\/ul>\n<p><strong>\u7b2c 5 \u5929\uff1a\u5b8c\u5584\u5173\u952e\u7ee9\u6548\u6307\u6807\u65b9\u6cd5<\/strong><\/p>\n<ul>\n<li>\u5982\u679c\u76ee\u6807\u8fc7\u4e8e\u6fc0\u8fdb\u6216\u8fc7\u4e8e\u7b80\u5355\uff0c\u5219\u8c03\u6574\u76ee\u6807<\/li>\n<li>\u6839\u636e\u5b9e\u9645\u7528\u9014\u6dfb\u52a0\u6216\u5220\u9664\u5173\u952e\u7ee9\u6548\u6307\u6807<\/li>\n<li>\u8bb0\u5f55\u7ecf\u9a8c\u6559\u8bad<\/li>\n<\/ul>\n<p><strong>\u7b2c 4 \u5468\u7ed3\u675f\uff1a\u60a8\u5e94\u8be5\u5177\u5907<\/strong><\/p>\n<ul>\n<li>\u79ef\u6781\u8ddf\u8e2a 8-12 \u9879\u6838\u5fc3\u5173\u952e\u7ee9\u6548\u6307\u6807<\/li>\n<li>\u4e3a\u6bcf\u4e2a\u9879\u76ee\u5236\u5b9a\u660e\u786e\u7684\u76ee\u6807\u548c\u57fa\u51c6<\/li>\n<li>\u7ba1\u7406\u4eba\u5458\u6bcf\u5929\/\u6bcf\u5468\u4f7f\u7528\u7684\u4eea\u8868\u677f<\/li>\n<li>\u5173\u952e\u7ee9\u6548\u6307\u6807\u504f\u79bb\u8f68\u9053\u65f6\u7684\u884c\u52a8\u8ba1\u5212<\/li>\n<li>\u5b9a\u671f\u5ba1\u67e5\uff08\u6bcf\u5929\u3001\u6bcf\u5468\u3001\u6bcf\u6708\uff09<\/li>\n<\/ul>\n<p><strong>\u672a\u6765 60 \u5929\uff1a\u4f18\u5316\u548c\u6269\u5c55<\/strong><\/p>\n<ul>\n<li>\u7b2c 2 \u4e2a\u6708\uff1a\u91cd\u70b9\u6539\u8fdb 2-3 \u4e2a\u8868\u73b0\u6700\u5dee\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807<\/li>\n<li>\u7b2c 3 \u4e2a\u6708\uff1a \u589e\u52a0 2-3 \u4e2a\u9ad8\u7ea7 KPI\uff08\u60c5\u611f\u5206\u6790\u3001\u6e20\u9053\u63a7\u5236\u3001\u673a\u5668\u4eba\u6027\u80fd\uff09<\/li>\n<li>\u7b2c 4 \u4e2a\u6708\uff1a\u5c06\u5173\u952e\u7ee9\u6548\u6307\u6807\u7eb3\u5165\u8f85\u5bfc\u3001\u57f9\u8bad\u548c\u6218\u7565\u89c4\u5212\u4e2d<\/li>\n<\/ul>\n<h2>\u5e38\u89c1\u95ee\u9898<\/h2>\n<h3>\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u4e0e\u5173\u952e\u7ee9\u6548\u6307\u6807\u6709\u4f55\u533a\u522b\uff1f<\/h3>\n<p>\u6307\u6807\u662f\u60a8\u5728\u547c\u53eb\u4e2d\u5fc3\u8ddf\u8e2a\u7684\u4efb\u4f55\u6570\u5b57\uff0c\u5982 AHT\u3001\u63d0\u4f9b\u7684\u547c\u53eb\u6216\u7b49\u5f85\u65f6\u95f4\u3002.<br \/>\n\u5173\u952e\u7ee9\u6548\u6307\u6807\u662f <strong>\u5c0f\u90e8\u5206<\/strong> \u60a8\u9009\u62e9\u7684\u90a3\u4e9b\u6307\u6807\uff0c\u5982\u5ba2\u6237\u6ee1\u610f\u5ea6\u3001\u4ee3\u7406\u751f\u4ea7\u529b\u6216\u6210\u672c\u63a7\u5236\uff0c\u662f\u8861\u91cf\u60a8\u7684\u76ee\u6807\u662f\u5426\u6210\u529f\u7684\u4e3b\u8981\u6307\u6807\u3002.<\/p>\n<p>\u4f8b\u5982, <strong>AHT<\/strong> \u662f\u4e00\u4e2a\u5ea6\u91cf\u3002.<br \/>\n\u201c\u5c06\u6280\u672f\u652f\u6301\u90e8\u95e8\u7684 AHT \u4fdd\u6301\u5728 4-6 \u5206\u949f\u4e4b\u95f4\uff0c\u4ee5\u5e73\u8861\u6bcf\u6b21\u547c\u53eb\u6210\u672c\u548c FCR \u201d\u5c06\u5176\u4f5c\u4e3a\u4e00\u9879\u5173\u952e\u7ee9\u6548\u6307\u6807\u3002.<\/p>\n<h3>\u4e2d\u5c0f\u56e2\u961f\u5e94\u8be5\u8ddf\u8e2a\u591a\u5c11\u4e2a\u547c\u53eb\u4e2d\u5fc3\u5173\u952e\u7ee9\u6548\u6307\u6807\uff1f<\/h3>\n<p>\u5927\u591a\u6570\u4e2d\u5c0f\u578b\u56e2\u961f\u5728\u4ee5\u4e0b\u65b9\u9762\u505a\u5f97\u5f88\u597d <strong>\u7ea6 8-15 \u4e2a\u6838\u5fc3\u5173\u952e\u7ee9\u6548\u6307\u6807<\/strong>.<\/p>\n<p>\u5f88\u597d\u7684\u7ec4\u5408<\/p>\n<ul>\n<li>3-4 \u4e2a\u5ba2\u6237\u4f53\u9a8c--CSAT\u3001NPS\u3001CES\u3001FCR\u3002.<\/li>\n<li>\u670d\u52a1\u7ea7\u522b 2-3 - ASA\u3001\u670d\u52a1\u7ea7\u522b %\u3001\u653e\u5f03\u3001FRT\u3002.<\/li>\n<li>2-4 \u4e2a\u5ea7\u5e2d\u7ee9\u6548 - AHT\u3001\u901a\u8bdd\/\u5c0f\u65f6\u3001\u575a\u6301\u7387\u3001QA \u5206\u6570\u3002.<\/li>\n<li>2-3 \u4e1a\u52a1\u548c\u6210\u672c--\u63d0\u4f9b\u7684\u547c\u53eb\u4e0e\u5904\u7406\u7684\u547c\u53eb\u3001\u91cd\u590d\u547c\u53eb\u7387\u3001\u67e5\u8be2\u7684\u5e73\u5747\u5e74\u9f84\u3001\u6bcf\u6b21\u547c\u53eb\u7684\u6210\u672c\u3002.<\/li>\n<\/ul>\n<p>\u5426\u5219\uff0c\u5c31\u6709\u53ef\u80fd\u9020\u6210\u6df7\u4e71\u548c \u201c\u4eea\u8868\u76d8\u8d85\u8f7d\u201d\u3002.<\/p>\n<h3>\u5ba2\u6237\u6ee1\u610f\u5ea6\u6700\u91cd\u8981\u7684\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u662f\u4ec0\u4e48\uff1f<\/h3>\n<p>\u6700\u91cd\u8981\u7684\u6ee1\u610f\u5ea6\u76f8\u5173\u6307\u6807\u662f<\/p>\n<ul>\n<li><strong>CSAT<\/strong> - \u76f4\u63a5\u8861\u91cf\u5ba2\u6237\u5bf9\u652f\u6301\u670d\u52a1\u7684\u6ee1\u610f\u5ea6\u3002.<\/li>\n<li><strong>NPS<\/strong> - \u4ed6\u4eec\u63a8\u8350\u4f60\u5e76\u4fdd\u6301\u5fe0\u8bda\u7684\u53ef\u80fd\u6027\u6709\u591a\u5927\u3002.<\/li>\n<li><strong>CES<\/strong> - \u4ed6\u4eec\u83b7\u5f97\u5e2e\u52a9\u7684\u96be\u6613\u7a0b\u5ea6\uff1b\u4e0d\u8d39\u529b\u662f\u5173\u952e\u3002.<\/li>\n<li><strong>FCR<\/strong> - \u662f\u5426\u5728\u7b2c\u4e00\u6b21\u63a5\u89e6\u65f6\u5c31\u89e3\u51b3\u95ee\u9898\u3002.<\/li>\n<li><strong>ASA<\/strong> - \u4ed6\u4eec\u7b49\u5f85\u4e0e\u4eba\u4ea4\u8c08\u7684\u65f6\u95f4\u3002.<\/li>\n<li><strong>\u547c\u53eb\u653e\u5f03\u7387<\/strong> - \u6709\u591a\u5c11\u4eba\u5728\u5f97\u5230\u5e2e\u52a9\u4e4b\u524d\u5c31\u653e\u5f03\u4e86\u3002.<\/li>\n<\/ul>\n<p>\u8fd9\u4e9b\u4fe1\u606f\u5171\u540c\u663e\u793a\u4e86\u5ba2\u6237\u7684\u611f\u53d7\uff0c\u4ee5\u53ca\u662f\u4ec0\u4e48\u4fc3\u4f7f\u4ed6\u4eec\u4ea7\u751f\u8fd9\u4e9b\u611f\u53d7\u3002.<\/p>\n<h3>\u5982\u4f55\u5728\u4e0d\u5f71\u54cd\u8d28\u91cf\u7684\u60c5\u51b5\u4e0b\u8861\u91cf\u547c\u53eb\u4e2d\u5fc3\u5ea7\u5e2d\u4eba\u5458\u7684\u5de5\u4f5c\u6548\u7387\uff1f<\/h3>\n<p>\u4e0d\u8981\u4f9d\u8d56 AHT \u6216\u6bcf\u5c0f\u65f6\u547c\u53eb\u6b21\u6570\u7b49\u5355\u4e00\u6307\u6807\u3002.<\/p>\n<p>\u4f7f\u7528\u5e73\u8861\u5957\uff1a<\/p>\n<ul>\n<li><strong>\u6548\u7387\u6307\u6807<\/strong> - AHT\u3001\u6bcf\u5c0f\u65f6\u63a5\u542c\u7535\u8bdd\u6570\u3001\u5229\u7528\u7387\u3001\u575a\u6301\u7387\u3002.<\/li>\n<li><strong>\u8d28\u91cf\u6307\u6807<\/strong> - QA \u5206\u6570\u3001FCR\u3001CSAT\u3002.<\/li>\n<\/ul>\n<p>\u90a3\u4e48<\/p>\n<ul>\n<li>\u6839\u636e\u8054\u7edc\u7c7b\u578b\u548c\u590d\u6742\u7a0b\u5ea6\u5236\u5b9a\u5207\u5b9e\u53ef\u884c\u7684\u76ee\u6807\u3002.<\/li>\n<li>\u907f\u514d\u50f5\u5316\u7684 \u201c\u8d8a\u77ed\u8d8a\u597d \u201d\u7684 AHT \u89c4\u5219\u3002.<\/li>\n<li>\u8868\u5f70\u540c\u65f6\u8fbe\u5230\u8d28\u91cf\u548c\u751f\u4ea7\u7387\u76ee\u6807\u7684\u4ee3\u7406\u5546\u3002.<\/li>\n<li>\u5728\u505a\u51b3\u5b9a\u4e4b\u524d\uff0c\u8981\u770b\u8d8b\u52bf\uff0c\u800c\u4e0d\u662f\u770b\u5355\u65e5\u3002.<\/li>\n<\/ul>\n<p>\u8fd9\u79cd\u65b9\u6cd5\u65e2\u80fd\u63d0\u9ad8\u751f\u4ea7\u7387\uff0c\u53c8\u80fd\u4fdd\u62a4\u5ba2\u6237\u4f53\u9a8c\u3002.<\/p>\n<h3>\u6211\u4eec\u5e94\u8be5\u591a\u4e45\u68c0\u67e5\u548c\u66f4\u65b0\u4e00\u6b21\u547c\u53eb\u4e2d\u5fc3\u5173\u952e\u7ee9\u6548\u6307\u6807\uff1f<\/h3>\n<ul>\n<li>\u5bf9\u7167\u5173\u952e\u7ee9\u6548\u6307\u6807\u76ee\u6807\u5ba1\u67e5\u7ee9\u6548\uff1a <strong>\u81f3\u5c11\u6bcf\u6708\u4e00\u6b21<\/strong>.<\/li>\n<li>\u91cd\u65b0\u5ba1\u89c6\u5173\u952e\u7ee9\u6548\u6307\u6807\u8bbe\u7f6e\u548c\u76ee\u6807\u672c\u8eab\uff1a\u6bcf\u4e2a <strong>6-12 \u4e2a\u6708<\/strong>, \u6216\u5728\u53d1\u751f\u91cd\u5927\u53d8\u5316\u4e4b\u540e\uff0c\u4f8b\u5982\n<ul>\n<li>\u65b0\u6e20\u9053\uff08\u804a\u5929\u3001\u4fe1\u606f\u3001\u793e\u4ea4\uff09\u3002.<\/li>\n<li>\u4eba\u5de5\u667a\u80fd\u90e8\u7f72\u548c\u65b0\u7684\u81ea\u52a9\u670d\u52a1\u9009\u9879\u3002.<\/li>\n<li>\u4e3b\u8981\u4ea7\u54c1\u6216 <a href=\"\/zh\/pricing\/\">\u5b9a\u4ef7<\/a> \u53d8\u5316\u3002.<\/li>\n<li>\u5411\u8fdc\u7a0b\u6216\u5916\u5305\u56e2\u961f\u8f6c\u79fb\u3002.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>\u5ba2\u6237\u671f\u671b\u548c\u6280\u672f\u53d1\u5c55\u65e5\u65b0\u6708\u5f02\u3002\u60a8\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\u4e5f\u5e94\u4e0e\u65f6\u4ff1\u8fdb\u3002.<\/p>\n<h3>\u54ea\u4e9b\u5de5\u5177\u6709\u52a9\u4e8e\u6709\u6548\u8861\u91cf\u548c\u62a5\u544a\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\uff1f<\/h3>\n<p>\u60a8\u901a\u5e38\u9700\u8981\u4ee5\u4e0b\u8bbe\u5907\u7684\u7ec4\u5408<\/p>\n<ul>\n<li><strong>\u8054\u7edc\u4e2d\u5fc3\u5e73\u53f0\u5206\u6790<\/strong> - \u5b9e\u65f6\u4eea\u8868\u76d8\u3001\u961f\u5217\u6307\u6807\u3001AHT\u3001ASA\u3001\u670d\u52a1\u6c34\u5e73\u3001\u653e\u5f03\u7387\u7b49\u3002.<\/li>\n<li><strong>\u52b3\u52a8\u529b\u7ba1\u7406\uff08WFM\uff09<\/strong> - \u9884\u6d4b\u3001\u65e5\u7a0b\u5b89\u6392\u548c\u9075\u5b88\u60c5\u51b5\u62a5\u544a\u3002.<\/li>\n<li><strong>\u8d28\u91cf\u7ba1\u7406\u5de5\u5177<\/strong> - \u8bb0\u5f55\u3001\u8bc4\u5206\u548c\u8f85\u5bfc\u5de5\u4f5c\u6d41\u7a0b\u3002.<\/li>\n<li><strong>\u5546\u4e1a\u667a\u80fd\/\u62a5\u544a\u5de5\u5177<\/strong> - \u5c06\u8054\u7edc\u4e2d\u5fc3\u5e73\u53f0\u3001\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\uff08CRM\uff09\u3001WFM\u3001\u8d28\u91cf\u4fdd\u8bc1\uff08QA\uff09\u548c\u8d22\u52a1\u6570\u636e\u7ed3\u5408\u8d77\u6765\u3002.<\/li>\n<\/ul>\n<p>\u73b0\u5728\uff0cGenesys\u3001Zoom Contact Center \u548c Sprinklr \u7b49\u63d0\u4f9b\u5546\u7684\u5e73\u53f0\u7ed3\u5408\u4e86\u8bb8\u591a\u6b64\u7c7b\u529f\u80fd\uff0c\u5982\u679c\u914d\u7f6e\u5f97\u5f53\uff0c\u53ef\u4ee5\u4f5c\u4e3a\u60a8\u7684\u4e3b\u8981\u5206\u6790\u4e2d\u5fc3\u3002.<\/p>\n<p>\u4e00\u5957\u7cbe\u5fc3\u9009\u62e9\u7684\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\u80fd\u8ba9\u60a8\u6e05\u695a\u5730\u4e86\u89e3\u6700\u91cd\u8981\u7684\u4e8b\u60c5\uff1a\u5ba2\u6237\u7684\u611f\u53d7\u3001\u5ea7\u5e2d\u7684\u8868\u73b0\u4ee5\u53ca\u8fd0\u8425\u7684\u6548\u7387\u3002.<\/p>\n<p>\u4f60\u4e0d\u9700\u8981\u51e0\u5341\u5f20\u56fe\u8868\u5c31\u80fd\u8fbe\u5230\u76ee\u7684\u3002\u4ece 8-15 \u4e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\u5f00\u59cb\uff0c\u660e\u786e\u5b9a\u4e49\u8fd9\u4e9b\u6307\u6807\uff0c\u5e76\u4ee5\u7a33\u5b9a\u7684\u8282\u594f\u5bf9\u5176\u8fdb\u884c\u5ba1\u67e5\u3002\u5b66\u4ee5\u81f4\u7528\uff1a<\/p>\n<ul>\n<li>\u7f29\u77ed\u7b49\u5f85\u65f6\u95f4\uff0c\u51cf\u5c11\u653e\u5f03\u3002.<\/li>\n<li>\u5728\u7b2c\u4e00\u6b21\u63a5\u89e6\u65f6\u89e3\u51b3\u66f4\u591a\u95ee\u9898\u3002.<\/li>\n<li>\u4e3a\u4ee3\u7406\u63d0\u4f9b\u66f4\u597d\u7684\u5de5\u5177\u548c\u6307\u5bfc\u3002.<\/li>\n<li>\u660e\u667a\u5730\u6295\u8d44\u81ea\u52a9\u670d\u52a1\u548c\u4eba\u5de5\u667a\u80fd\uff0c\u4f7f\u5176\u771f\u6b63\u53d1\u6325\u4f5c\u7528\u3002.<\/li>\n<\/ul>\n<p>\u9009\u62e9\u60a8\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\u96c6\uff0c\u5efa\u7acb\u4e00\u4e2a\u7b80\u5355\u7684\u4eea\u8868\u677f\uff0c\u5e76\u8ba9\u6307\u6807\u6210\u4e3a\u6bcf\u6b21\u89c4\u5212\u548c\u6307\u5bfc\u5bf9\u8bdd\u7684\u4e00\u90e8\u5206\u3002\u575a\u6301\u4e0d\u61c8\u5730\u8fd9\u6837\u505a\uff0c\u547c\u53eb\u4e2d\u5fc3\u5c31\u4e0d\u518d\u662f\u6210\u672c\u4e2d\u5fc3\uff0c\u800c\u4f1a\u6210\u4e3a\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\u548c\u4e1a\u52a1\u4ef7\u503c\u7684\u53ef\u9760\u5f15\u64ce\u3002.<\/p>\n<h3>\u66f4\u591a\u4fe1\u606f<\/h3>\n<ul>\n<li><a href=\"\/zh\/call-center-analytics\/\">\u547c\u53eb\u4e2d\u5fc3\u5206\u6790\uff1a\u9700\u8981\u8ddf\u8e2a\u7684 15 \u4e2a\u5173\u952e\u6307\u6807\u548c KPI\uff082026 \u5e74\uff09<\/a><\/li>\n<li><a href=\"\/zh\/big-data-call-centers-analytics-turn-customer-data-into-action\/\">\u5927\u6570\u636e\u547c\u53eb\u4e2d\u5fc3\u5206\u6790\uff1a\u5c06\u5ba2\u6237\u6570\u636e\u8f6c\u5316\u4e3a\u884c\u52a8<\/a><\/li>\n<li><a href=\"\/zh\/call-center-kpis-for-customer-experience\/\">\u547c\u53eb\u4e2d\u5fc3\u5ba2\u6237\u4f53\u9a8c\u5173\u952e\u7ee9\u6548\u6307\u6807\uff1a\u8ddf\u8e2a\u4ec0\u4e48<\/a><\/li>\n<li><a href=\"\/zh\/ai-speech-analytics-for-customer-experience\/\">\u7528\u4e8e\u5ba2\u6237\u4f53\u9a8c\u7684\u4eba\u5de5\u667a\u80fd\u8bed\u97f3\u5206\u6790\u6280\u672f<\/a><\/li>\n<\/ul>\n<section aria-label=\"\u76f8\u5173\u6587\u7ae0\" class=\"fsl-related-posts\">\n<h2>\u76f8\u5173\u6587\u7ae0<\/h2>\n<ul>\n<li><a href=\"https:\/\/flyfone.com\/zh\/customer-service-rules\/\">2026 \u5e74 10 \u9879\u5ba2\u6237\u670d\u52a1\u89c4\u5219\u548c\u6807\u51c6<\/a><\/li>\n<li><a href=\"\/zh\/call-center-agent-performance-metrics-that-actually-improve-cx\/\" target=\"_blank\">\u80fd\u5207\u5b9e\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u7684\u547c\u53eb\u4e2d\u5fc3\u5ea7\u5e2d\u7ee9\u6548\u6307\u6807<\/a><\/li>\n<li>\u547c\u53eb\u4e2d\u5fc3\u5ba2\u6237\u4f53\u9a8c\u5173\u952e\u7ee9\u6548\u6307\u6807\uff1a\u8ddf\u8e2a\u4ec0\u4e48<\/li>\n<li><a href=\"\/zh\/contact-center-kpi-benchmarking-by-industry-real-standards\/\" target=\"_blank\">\u6309\u884c\u4e1a\u5212\u5206\u7684\u8054\u7edc\u4e2d\u5fc3 KPI \u57fa\u51c6\uff1a\u771f\u5b9e\u6807\u51c6<\/a><\/li>\n<\/ul>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>\u6ca1\u6709\u660e\u786e\u6307\u6807\u7684\u547c\u53eb\u4e2d\u5fc3\u8fd0\u8425\uff0c\u5c31\u5982\u540c\u8499\u773c\u98de\u884c\u3002\u60a8\u80fd\u770b\u5230\u8bdd\u52a1\u961f\u5217\u3001\u6124\u6012\u7684\u5ba2\u6237\u548c\u75b2\u60eb\u7684\u5ea7\u5e2d\uff0c\u5374\u65e0\u6cd5\u51c6\u786e\u5224\u65ad\u8be5\u4f18\u5148\u89e3\u51b3\u4ec0\u4e48\u95ee\u9898\u2014\u2014\u4e5f\u65e0\u6cd5\u5411\u7ba1\u7406\u5c42\u6e05\u6670\u8bc1\u660e\u60a8\u7684\u9700\u6c42\u3002\u547c\u53eb\u4e2d\u5fc3\u6307\u6807\u4e0e\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08KPI\uff09\u6b63\u80fd\u4e3a\u60a8\u63d0\u4f9b\u8fd9\u79cd\u53ef\u89c6\u5316\u6d1e\u5bdf\u529b\u3002\u5b83\u4eec\u63ed\u793a\u4e86\u60a8\u5728\u2026\u2026<\/p>","protected":false},"author":2,"featured_media":13298,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-13212","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-operations-cx-optimization","wd-post",false],"_links":{"self":[{"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/posts\/13212","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/comments?post=13212"}],"version-history":[{"count":14,"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/posts\/13212\/revisions"}],"predecessor-version":[{"id":16121,"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/posts\/13212\/revisions\/16121"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/media\/13298"}],"wp:attachment":[{"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/media?parent=13212"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/categories?post=13212"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/flyfone.com\/zh\/wp-json\/wp\/v2\/tags?post=13212"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}