Amava omthengi aphumeleleyo kufuneka adalwe malunga neziphumo ezinqwenelekayo zomthengi kuqala ngokuchasene nezo zombutho abenza ishishini nawo - ngamanye amazwi, amava asekelwe kwingqiqo yomthengi.Amava asekelwe kwingqiqo yomthengi amalunga nokuthatha ulwazi olunokuthathwa kumthengi kunye nokucokisa amaziko akho malunga noko bakufunayo kunye nokona kubaluleke kakhulu kubo.

Yingcamango elula kwithiyori, kodwa ifuna ukuba iinkampani zisete ngokutsha inkcubeko yazo kwaye zihlengahlengise imisebenzi yazo ukuze zigxile kwindlela yokwenene yomthengi.Ukwenza oko kudala eyona win-win;igcina abathengi bonwabile kwaye kunokwenzeka ukuba baphinde ishishini ngelixa uphucula izikhombisi zokusebenza ezingundoqo (KPIs) njengomzamo wabathengi, isisombululo sokuqala soqhagamshelwano (i-FCR), kunye nexesha lokusombulula (TTR).Nantsi indlela imibutho enokuqalisa ngayo ukukhuphisana kumava asekelwe kwingqiqo yabathengi.

Kufuneka ugxininise kwinto efunwa ngumthengi, hayi le ocinga ukuba baya kuyifuna – okanye okubi ngakumbi, oko kuluncedo kuwe kuphela

Sibona oku kakhulu kwiziko loqhagamshelwano, apho imibutho emininzi isaqwalasela iziko leendleko ngokuchasene neziko lexabiso.Cinga ngamava akho okugqibela efowunela inombolo yenkonzo yabathengi yenkampani xa ubunesicelo esibuthathaka.Ngelixa ubufowunele ukuthetha nengcali, amathuba okuba ukhe wadibana nohlobo oluthile lwenkqubo yokuphendula ngelizwi (IVR) ekucele ukuba ucinezele inombolo kwiphedi yakho yokucofa okanye uthethe isicelo sakho.Yile nto ubuyifuna?Ukuthathela ingqalelo uninzi lwentsebenziswano yelizwi namhlanje lugcinelwe izicelo ezintsonkothileyo-ezo uninzi lwezisombululo ze-IVR azikabi yinkimbinkimbi ngokwaneleyo ukuba ziqhubeke - mhlawumbi akunjalo.

Ukuba ubuphethe umsebenzi osisiseko onjengokuhlawulwa kwebhili okanye ukusetwa kwakhona kwegama lokugqitha mhlawumbi abancedisi abazenzekelayo bayavakala, kodwa xa umba wakho ubuthathaka, ubalulekile, kwaye/okanye unzima ufuna ukuthetha nengcali.Endaweni yoko, uyajikeleza kwaye 'ujikeleze nge-IVR ude ekugqibeleni ukhathazeke uqalise ukukhwaza "umamkeli!"okanye cinezela uziro ngokuphindaphindiweyo.Ukuba awuvumelekanga ukuba utsibe i-IVR, amava aya eba mandundu.

Ngokwembono yombutho, baphumeze isisombululo esipholileyo, esitsha, sanamhlanje searhente esijonga zonke ii-buzzwords zetekhnoloji ezifana neNatural Language Processing (NPL), Artificial Intelligence (AI), kunye nokuFunda koMatshini (ML)- kutheni abathengi bengonwabanga. ngayo, singasathethi ke ngokuyisebenzisa?Inkuthazo yokutyala imali ibingasekelwanga kwinto amashishini acinga ukuba umthengi uyifuna, kodwa ngenxa yokubaishishiniufuna ukuba umthengi ayisebenzise ukuphumezazaboiziphumo ezinqwenelekayo zoshishino (okt, iindleko eziphantsi ngonxibelelwano oluncitshisiweyo lwabantu).Khumbula, ufumana ithuba elinye kuphela kwimbonakalo yokuqala.Ngokwembono yomthengi, isaci esithi “ndibhanxa kube kanye, shame wena, ndikhohlise kabini, shame phezu kwam” kuyavela xa uzama ukubenza basebenzise le arhente intsha yonke.

Ngaxa lithile kwixesha elidlulileyo, mhlawumbi uxelele abathengi bakho ukuba “nceda umamele le menyu njengoko izivuseleli zitshintshile”, umthengi wakho umamele ukwaziswa, kwaye akukho nto itshintshileyo.Ngoku xa besiva le arhente intsha ibuza ukuba kutheni befowuna, banokuziva ngathi lo ngumzuzu “wegotcha”.Boyika ukutsiba kwiihupula ngaphandle kwesiqinisekiso sesisombululo...kuba khumbula, baye bafowunela ukuthetha nengcali, hayi ukuqhuba ishishini lentengiselwano.

Ekugqibeleni, oku kuya kulimaza iinzame zabathengi kwaye kusafuna ukuba iinkampani zisebenzise izixhobo zokunceda abantu - ngoku umthengi ukhathazekile okanye ukhathazekile.

Kuya kufuneka ufake isicelo sobunjineli bezentlalo, hayi ubunjineli bobugcisa

Ngokuchaseneyo nobunjineli bobuchwephesha - oku kuhamba apha, okuya phaya - ubunjineli bezentlalo bugxile kwinto enokuthi ifumane ukusetyenziswa kweqonga lokukhula.Oku kufuna ukuba iinkampani zihlalutye idatha efunyenwe kuhambo lwenkonzo yomthengi ngenjongo yokufumana ulwazi olunokusetyenzwa olunokuthi lusetyenziswe ukuguquka nokwandisa iziseko zophuhliso, nto leyo engeyiyo isiqhelo kwihlabathi lanamhlanje lokubandakanya abathengi: idatha eqokelelweyo kunye nohlalutyo olusetyenziselwa ukulinganisa ukusebenza igxile ekuthotyweni kweendleko kunye nokugcina abathengi kude neearhente eziphilayo, eyona ibiza kakhulu, kwaye ibalulekileyo, isiqalelo sayo nayiphi na inxaxheba yabathengi.Ukubaleka ngomzekelo wethu we-arhente, umbutho unokubona ukuthathwa kwiziko loqhagamshelwano le-arhente yenyani ukuba ubeka umthengi kuqala ngokufunda okona kubaluleke kakhulu kubo.

Khawufane ucinge endaweni yokunyanzela abathengi ukuba behle kumngxunya we-automation ukuba isisombululo se-VA sibulise umthengi ngokuthi “Molo, ndiluncedo lwenyani oluvela kwinkampani ye-XYZ.Indawo yakho emgceni ikhuselekile kwaye unabantu abangama-XX phambi kwakho.Ingaba ikhona into endingakunceda ngayo xa ulindile emgceni?”Okwangoku uye wavuma injongo yomthengi yokufowuna, ukubekwa emgceni, kwaye kusenokwenzeka ukuba bazimisele ngakumbi ukuyizama ngelixa belindile kuba akukho mngcipheko kwiinjongo zabo, kuphela imivuzo enokubakho.

Ukudibanisa inzuzo, kunye nokwandisa ukwamkelwa kwe-automation, ukuba i-arhente yenyani yakhelwe ukuqokelela ulwazi oluluncedo malunga nomthengi-umzekelo, ukuwaqinisekisa ngokuzenzekelayo kunye nokufumana umxholo malunga nesicelo sabo okanye umba-onokuthi udluliselwe kwi-arhente ukuze xa umthengi uqhagamshelwe bobabini banokufumana ezantsi ukuya kwishishini.Ngale ndlela sibona i-automation icwangciswa ngendlela yokunceda kwinjongo yomthengi, hayi ukuphambukela kwizinto ezibalulekileyo kwinkampani kuphela.Umthengi ufumana iimpendulo ngokukhawuleza, kwaye inkampani ifumana le nto iyifunayo nayo: amaxabiso aphantsi, ngokukhawuleza ukusonjululwa komnxeba wokuqala, kunye nokunyuka kwamanqaku oMkhuseli weNet.Ukuba usebenzisa ubunjineli bezentlalo kutyalo-mali lwakho, ukusetyenziswa kwesisombululo kuya kudlula eluphahleni - kuqinisekisiwe.

Kufuneka ugqithe kwi-trust-fall barrier

Ukuba uza kujonga utyalo-mali oluya kuthi luvuthulule iingqondo zabathengi bakho, uqiniseke kangakanani ekuthathweni kwabathengi?Ukuba utyala imali kwi-automation kwaye, umzekelo, ubeke inombolo yefowuni ezinikeleyo kwisisombululo ukuze abathengi bakwazi ukuyibiza ngokuthe ngqo ngentengiso eyomeleleyo ("Fowunela iarhente yethu yentetho kule nombolo 24 × 7; uya kuyithanda!") ingaba izakusetyenziswa?Ukuba awuqinisekanga ukuba impendulo yalo mbuzo ngu-ewe, ndingacebisa ukuba isicwangciso sinokusilela.

Ubuchwephesha obubalaseleyo abufuni "gotcha" amaqhinga.Ukungafihli kunye nokuthembana ngundoqo wokuphumelela ngamava asekelwe kwingqiqo yabathengi.

Zibuze: ngaba isiseko sakho kunye neemetrics ziyilwe malunga neshishini lakho, okanye abathengi bakho?Ukuba ubeka izisombululo phambi kwabathengi bakho njengesantya sokuhamba, baya kuqhuba ngqo phezu kwayo.

Isixhobo: Ilungiselelwe ukusuka kwi-Intanethi