« Isifinyezo Esisheshayo » Lesi sihloko sihlanganisa isikhungo sezingcingo i-KPI - I- Net Promoter Score ( NPS ). Ihlola:
- Kungani i- NPS ibalulekile kanye nokuxhumanisa kwayo nolwazi lwamakhasimende (CX)
- Amathiphu okuthi Ungayithuthukisa kanjani i- NPS ngaphandle kokuphazamisa ukusebenza kahle
Izikhungo zezingcingo eziningi zisebenzisa impendulo yombuzo owodwa ukuze zibale i- NPS -- "Mangakanani amathuba okuthi ungancoma i-ejenti okhulume nayo kosebenza naye noma umngane?" esikalini sika-0 - 10. Ukubala i- NPS kuvame ukuhlinzeka ngedatha ephindwe kasishiyagalombili kuya kweziyishumi kunaleyo ozoyithola ngezindlela ezivamile zokuqoqa idatha. Ngemva kokubuza umbuzo wokuqala, une yakho eluhlaza I- NPS , ezolala ndawana thize ku-1 kuya ku-10, kanti u-9 no-10 bengabagqugquzeli okungenzeka kakhulu batuse i-ejenti kumngane noma osebenza nabo 7 - 8 bangenzi lutho, kuyilapho u-0 - 6 bebizwa ngokuthi abaphikisi. I- NPS isuselwa ekususeni iphesenti lamakhasimende adelela kubathuthukisi. Ngakho-ke amaphuzu angaphezu kwama-50 athathwa ngokuthi Mahle. Iningi lithatha inhlolovo igxathu eliya phambili futhi libuze ukuthi kungani ikhasimende likunikeze isikolo salo; lokhu kunikeza ukuqonda okusebenzisekayo okwengeziwe ongakusebenzisa kulo lonke ibhizinisi.
Kungani I-Net Promoter Score (NPS) Ibalulekile Ezikhungweni Zezingcingo?
Ngokusho kweLondon School of Economics , ukukhuphuka kwe- NPS okumaphakathi kwe-7% kuhlobana ngokwesilinganiso ngokukhula kwe-1% yemali engenayo. Akumangalisi ukuthi kungani kubaluleke kangaka. Kodwa ubukwazi lokho kakade. I- NPS ingaphinda inikeze ukuqonda kokuthi ama-ejenti asebenza kahle futhi ekugcineni i-CX. Noma iyiphi indawo yokuthinta ingaba nomthelela ku- NPS . Ngokuvamile uma ikholi noma umsebenzi wengxoxo uhambe kahle, futhi ukhiqize ukuzizwisa kwekhasimende kwangempela, ngisho noma inkinga ingaxazululwanga, ikhasimende lisazoncoma (noma okungenani lingabi umdeleli) uhlobo, noma umenzeli. Ngakho-ke i- NPS ihlobana kakhulu ne-CX.Uyithuthukisa kanjani i-NPS
I- NPS kulula ukuyiqoqa. Okwenza ukugaya ulwazi kusebenze kakhulu njalo. Kodwa khumbula ukuthi umbuzo othi "kungani" ubaluleke kakhulu njengenani lezinombolo. Uma unamaphuzu nokuthi kungani uphendula, uyakwazi ngempela ukuqonda ikhasimende lakho nokuthi abenzeli bakho bangase bahluleke nini umkhiqizo, kuthuthukiswe isikhungo sezingcingo kanye nezinhlelo ze-CX. Manje njengoba uyazi ukuthi kungani kubalulekile, ake sihlole amathiphu angu-7 okuthuthukisa i- NPS .1. Yehlisa Isikhathi Sokuphendula kanye ne-AHT
Ukhiye wokuthuthukisa i- NPS ukunciphisa isikhathi sokuphendula kanye nesikhathi sokuphatha esimaphakathi (AHT) . Abantu bamatasa futhi bafuna isevisi nezimpendulo ngokushesha. Uma ungakunikeza ngokushesha okukhulu, lokhu kuvame ukweqa abakulindele futhi kuhumushele ekukhangiseni okubalulekile kwamagama enkampani yakho. Uma amathikithi ehlala evulekile isikhathi eside kunesilinganiso, lokhu kuyinkomba enhle yokuthi i-CX yakho ayilungile. Kushiya umbono omubi kumenzeli nakuso sonke isikhungo sezingcingo. Enye indlela yokunciphisa isikhathi sokuphendula kanye ne-AHT futhi uthuthukise i- NPS ukuxhuma abafonayo kumuntu olungile lapho befona. Ngokufanelekile, uzoba nesistimu ye-IVR evumela abafonayo ukuthi bakhethe ohlwini lweminyango abafuna ukuxhunywa kuyo, noma ukuzisiza uma bekhetha. Kulabo abafonayo abakhetha inketho yokumane bakhulume nomenzeli, lo menzeli uzodinga ukulalela uphenyo olwenziwayo futhi ahambise ucingo ngokushesha emnyangweni ofaneleka kakhulu. I-ejenti akufanele ihlose ukwehlisa i-AHT yayo ukuze nje ikhiphe oshaya ucingo ocingweni, noma inikeze izimpendulo noma isevisi emaphakathi - lokho ngokuqinisekile okungalimaza i-CX futhi kunciphise amaphuzu e- NPS . Kunalokho, izikhungo zezingcingo kufanele zengeze amathuluzi ukuze zinikeze i-ejenti amandla namandla okushaya umoya ezingxenyeni ezinzima kakhulu zezingcingo, njengokuqoqa omazisi, inkokhelo, amasiginesha, nokubambisana kwamadokhumenti . Ngaphezu kwalokho, kunenzuzo eyengeziwe yokunciphisa ngemva komsebenzi wekholi.
2. Khomba futhi Unikeze Kabusha Ompetha be-NPS
Okwezikhungo zezingcingo ezilandelanayo I- NPS ezingeni le-ejenti ngayinye, Uma i-15 kwabangu-20 abaphezulu ama- agent angcono kakhulu Izikolo ze- NPS zonke zisebenza emnyangweni ofanayo, noma ngenxa yokuthi zinhle kakhulu, noma uziqeqeshe kahle kakhulu, kufanele uzihlanganise kweminye iminyango futhi ubenze basebenze ama- agent anamaphuzu aphansi. Lokhu kwandisa ompetha be- NPS kulo lonke ibhizinisi, kwandise isisekelo sabo solwazi, futhi ekugcineni kuzophakamisa i- NPS iyonke yesikhungo sezingcingo.3. Lalela Izidingo Zamakhasimende Akho
Izikhungo zezingcingo eziningi zinesu lamasu eliklanyelwe ukubhekana nezidingo zama- ejenti nesikhungo sezingcingo hhayi ikhasimende . Isibonelo, amabhrendi amaningi nezikhungo zezingcingo zigxila ekunikezeni amathuluzi e-omnichannel kodwa ekugcineni zihluleke ikhasimende ngokwenza kube nzima ukuqedela umsebenzi. Uhlelo olufana nalolu ludinga ukuphenyisiswa.4. Ungabi Isikhungo Sezingcingo SeSilo
Kunezikhathi eziningi kakhulu lapho amakhasimende efona futhi abe nemibuzo ehlobene neminyango eminingi. Uma unekhasimende elibuza umbuzo odinga izimpendulo eminyangweni emithathu, awufuni ukuqhubeka nokudlulisa ofonayo. Esikhundleni salokho, ufuna iphuzu lokuqala lokuxhumana lisebenze njengesisekelo sokuxazulula yonke inkinga. Ukuba yisikhungo sezingcingo se-silo kusho ukuthi amakhasimende kufanele ashintshwe aye emuva naphambili esuka komunye umnyango aye komunye ukuze athole impendulo ephelele noma asingathe imisebenzi ehlukene, efana nokuvala ukuthengisa, ukuthengisa phezulu ngesikhathi socingo losekelo, noma ukubuyekeza nokuqinisekisa idatha ye-biography. Uma unikeza abenzeli ukufinyelela kumathuluzi nezisetshenziswa abazidingayo, njenge-CRM, isisekelo solwazi, nokufinyelela kalula kumathuluzi okuvumela ukuthengisa, ( amaphothali okubambisana, ama-eform , amasignesha , izinkokhelo ezithobela i-PCI) akusadingeki badlulise amakholi izikhathi eziningi. Kunalokho, bangasebenzisa amathuluzi aphambi kwabo ukuze babambe noma iyiphi ikholi noma ingxoxo eza endleleni yabo. Abenzeli bokuqeqesha ukuphatha imibuzo evame ukubhekwa ngaphandle kweminyango yabo bathuthukisa i- NPS kanye ne-CX.5. Cabanga kabusha noma Susa I-NPS Killing- Imisebenzi
Izingcingo eziningi zinamaphuzu athile engxoxweni avame ukulimaza amaphuzu e- NPS . Lawo ngokuvamile azungeze indawo yamadokhumenti , i-ID yokuqinisekisa, nokuthobela imithetho. Wake wezwa umenzeli wezingcingo ekufundela imigomo yenqubomgomo yakho ye-P&C, noma enze ikhasimende lithumele idokhumenti nge-imeyili? Lezi zinhlobo zemisebenzi, ziqeda i- NPS ngoba ikhasimende alinaso isithakazelo ezindabeni zokuthobela umkhiqizo, noma ukulalela imigomo nemibandela; bafuna ukwenza ngokushesha lokho abebehlose ukukwenza. Ngokuhlonza lezi kanye nokufuna izindlela nobuchwepheshe bokusingatha kangcono lokhu kuthenga okusindayo, izikhungo zezingcingo zingathuthukisa i- NPS ngamaphuzu amaningana, futhi zinciphise isikhathi esilinganisweni sokuphatha ucingo (AHT) .6. Cela Impendulo Njalo
Amakhasimende afuna ukwazi ukuthi imibono yawo ibalulekile. Uma ungababuzi impendulo yabo, lokhu kubenza bazizwe bengaziswa. Ukubuza inkosi yayo yonke imibuzo "Kusuka koyedwa kwabayi-10, mangakanani amathuba okuthi uncome i-ejenti kumngane noma osebenza naye?" kubalulekile, kodwa kufanele ukulandele njalo okungenani ngombuzo owodwa ngaphezulu: yiziphi izindlela ulwazi lwakho obelungaba ngcono ngazo? Lo mbuzo umema ikhasimende ukuthi lishiye impendulo eningi ngokuthanda kwalo. Ibakhombisa ukuthi unentshisekelo yokwazi ukuthi ucingo belungaba ngcono kanjani. Ekugcineni, ikunikeza impendulo ebalulekile engasetshenziswa ukwakha indlela yamasu yokuletha i-CX ethuthukisiwe.7. Xhumana Ngemiphumela ye-NPS Kuwo Wonke Amazinga.
Izikolo ze- NPS kufanele zabiwe nawo wonke amazinga enhlangano. Bazisa i-C-Suite mayelana nendlela uhlobo olubonwa ngayo futhi inikeza inkomba yokwethembeka kwekhasimende . I- NPS kufanele futhi ibe yingxenye yempendulo ye-ejenti. Ngokubanika ukuqonda kokuthi benza kahle kangakanani, bangaqeqeshelwa ukuthuthukisa noma banikeze izeluleko eziwusizo kubaholi beqembu ukuze basakaze ulwazi lwabo nxazonke. Ungathola i- NPS ye-ejenti eyodwa noma ingabonisa inkampani yakho iyonke. Kungakho kufanele ucabangele ukubuza ofonayo imibuzo emibili: mangakanani amathuba okuthi uncome i-ABC Company kumngane noma osebenza naye? Angakanani amathuba okuthi uncome i-ejenti kumngane noma osebenza naye? Lokhu kukusiza ukuthi ube nokuqonda okucacile kokuthi ama-NPS aphansi asuka kumenzeli othile noma ebhizinisini lakho lilonke. U- Lightico ulapha ukuze akusize uthuthukise i- NPS . Ngokusebenzisa ubuchwepheshe obusha ukuze kusetshenziswe amasu aphumela kumakholi okuhlanganyela nokusebenzelana okwengeziwe, isikhungo sakho sezingcingo singajabulela i- NPS ephezulu futhi amakhasimende angajabulela i-CX engcono. Ingabe ufuna indlela yokwandisa i- NPS esikhungweni sakho sezingcingo? I-Lightico igxile kakhulu ekusheshiseni izingcingo zamakhasimende ngokusebenzisa i- smart automation emisha namathuluzi okuhlanganyela nezinsiza . Ngokuhlomisa ama- agent akho ngamathuluzi abalulekile asheshisa ukuxazulula izinkinga ngesikhathi sangempela, i- Lightico ithuthukisa i- NPS . Cela Idemo Manje>>> Lapha
