yana ba ku damar magance matsaloli iri-iri a fannoni daban-daban da wuraren kasuwanci. Bari mu kalli ƴan misalan yadda kamfanoni ke tsara sadarwa tare da abokan ciniki ta amfani da kayan aikin VATS.
Case 1. Kamfanin kasuwanci tare da sashen tallace-tallace da kantin sayar da layi
Aiki:
tsara sarrafa kiran kira da aka karɓa daga abokan ciniki daga ko'ina cikin Rasha, tare da yiwuwar kira kyauta da oda kira baya ta hanyar atomatik a kan gidan yanar gizon abokin ciniki na kantin sayar da kan layi.
Gidan yanar gizon yana da lambobi masu yawa na tashoshi guda biyu tare da gaisuwa daban-daban guda biyu da lambar 8800 don abokan ciniki daga yankuna.
Kira zuwa 8800 da lambobin waya sun isa sashin tallace-tallace na mutane biyar. A cikin sashen tallace-tallace, an saita algorithm don karɓar kira "Dukkan lokaci ɗaya"; ma'aikata sun kafa wayoyi na tebur, kuma suna kira a lokaci guda, tun da yana da mahimmanci ga kamfani cewa ana sarrafa duk wani kira da sauri. .
Wani ma'aikaci daban ne ke kula da kira zuwa kantin sayar da kan layi. Idan har yanzu kamfani ya rasa kira, sashen tallace-tallace yana karɓar sanarwa game da kiran da aka rasa ta imel ko manzo na Telegram, kuma suna kira baya.
Ana shigar da widget din kira akan gidan yanar gizon kamfanin, wanda ke da alaƙa da VATS; abokan ciniki suna ba da umarnin dawo da kira, kuma manajoji suna kiran su.
Harka 2. Kasuwanci daban-daban da tsarin reshe
Aiki:
tsara wayar tarho tare da saituna don tsarin reshe na kasuwanci tare da ikon sarrafa kira daga nesa. Haɗa menu tare da gajerun lambobi don rassa daban-daban, layin kasuwanci da tsara sarrafa kira tare da rikodin tattaunawa ta aikace-aikacen Wayar hannu.
Dan kasuwa yana da sana'o'i daban-daban guda biyu: shagon gyaran kayan aikin gida da shagunan famfo guda biyu. Lambobin birni guda biyu tare da gaisuwa daban-daban an haɗa su: ɗaya don taron bita ɗaya kuma na kantuna.
Lokacin kiran lambar shagon, ana tambayar abokin ciniki ya zaɓi wane kantin sayar da zai haɗa zuwa: “Don haɗawa da kantin sayar da kan titin Slavy, 12, danna 1, don haɗawa da kantin sayar da kan titi. Lenina, 28 latsa 2".
Kodayake kasuwancin gyare-gyare da kasuwanci ba su da alaƙa da juna, yana da dacewa ga ɗan kasuwa ya sarrafa su a lokaci guda, kula da yadda ake gudanar da wayar tarho na kamfanonin biyu ta hanyar aikace-aikacen wayar hannu ta Virtual PBX don duba kididdigar kira da sauraron kira. rikodin.
Mai kasuwancin, ta hanyar aikace-aikacen wayar hannu ta MegaFon Virtual PBX, yana kula da kididdigar kira ga ma'aikata da sassan, kuma, idan ya cancanta, yana sauraron rikodin tattaunawa.
Case 3. Ƙananan shagunan kan layi guda uku, ma'aikaci ɗaya yana amsa kira
Aiki:
shirya sabis na kira daga shaguna uku, a cikin yanayin da mai gudanarwa ɗaya zai amsa duk kira. A lokaci guda, lokacin karɓar kira, dole ne mai gudanarwa ya fahimci ainihin inda abokin ciniki ke kira.
Ƙananan shaguna uku: ɗaya yana sayar da kayan abinci masu lafiya, na biyu yana sayar da kayan yoga, na uku kuma yana sayar da teas masu ban mamaki. Kowane shago yana da lambar kansa tare da gaisuwarsa, amma duk kiran yana zuwa wayar tebur IP na manaja ɗaya.
A kan allon wayar IP, mai sarrafa yana ganin kantin sayar da abokin ciniki ke kira. Wannan yana ba ku damar shirya don tattaunawa kafin ɗaukar wayar.
Idan ya cancanta, mai sarrafa zai iya barin wurin aiki, a cikin wannan yanayin za a tura kira zuwa wayar hannu.
Shari'a 4. Gudanar da aikace-aikacen jama'a ta hukumar gari
Aiki:
shirya wayar tarho a cikin gudanarwar ƙaramin birni don karɓa da sarrafa aikace-aikace daga jama'a don ayyuka. Yi rijistar aikace-aikacen ta atomatik ta hanyar haɗin kai tare da tsarin rikodin aikace-aikacen gudanarwar birni da haɓaka lokacin kiran masu aiki.
Hukumar birni tana karɓar aikace-aikacen jama'a don kula da sadarwa a gidaje da gidaje. Lokacin da kuka kira lambar tashoshi na gama gari, mataimakin mutum-mutumi na murya ya amsa, ta inda zaku iya ƙirƙirar aikace-aikace ta atomatik ko duba matsayin aikace-aikacen da aka ƙirƙira a baya ta hanyar amsa tambayoyi da yawa, sannan kuma duba adireshin. Idan mataimakin muryar ba zai iya warware matsalar ba, tana tura kira ta atomatik zuwa ƙungiyar wakilan cibiyar tuntuɓar.
Harka 5. Magani. Ƙungiya ta wayar tarho a cikin asibiti tare da kayan aikin sarrafa inganci don aikin masu aiki
Aiki:
tsara wayar tarho a cikin asibitin, wanda zai ba ku damar kafa ingantattun matakai don tantance ingancin aikin ma'aikaci akan wayoyi.
Yana da mahimmanci ga asibitin don kula da babban matakin sabis, kamar yadda aka tsara ta hanyar shawarwarin hanyoyin don tsara wayar tarho daidai da Order na Ma'aikatar Lafiya ta Rasha No. 421 na Yuni 28, 2013.
Babban darajar ma'aikata yana taimakawa ƙara ƙarfafa ma'aikata, don haka kiyayewa da haɓaka matakin sabis.
Asibitin ya haɗa VATS na MegaFon tare da lambar birni kuma ya sanya wayar IP a kowane wurin aiki. Lokacin kiran lambar tasha ta gama gari, abokin ciniki yana jin gaisuwar murya, kuma kiran yana zuwa ga ƙungiyar masu aiki. Idan ma'aikata ba su amsa kiran ba, ana canja kiran zuwa wuraren aiki. Ma'aikatan asibiti, ta hanyar Asusun su na sirri, suna lura da kididdigar kira da sauraron tattaunawar ma'aikata don tantance ingancin sabis da saka idanu kan aiwatar da KPI dangane da adadin kiran da aka sarrafa, kiran da aka rasa, kuskuren da aka yi da sabis na abokin ciniki gabaɗaya.
Case 6. Ƙananan salon kyau. Sakatare ɗaya yana ɗaukar duk kira yana yin rikodin duk abokan ciniki a cikin CRM YCLIENTS
Aiki:
sarrafa sarrafa kira, umarni da bayanan abokin ciniki ta hanyar haɗa wayar tarho tare da tsarin CRM a cikin salon kyakkyawa.
Kamfanin ya haɗa VATS na MegaFon tare da lambar layi. Lambar tana da gaisuwa: "Sannu, kun kira dakin gwaje-gwajen hoton." Bayan wannan, kiran yana zuwa wayar sakatare.
Tun da an daidaita haɗin kai tare da YCLIENTS, tare da kowane kira katin abokin ciniki mai suna da wasu bayanai suna fitowa akan allon kwamfuta na sakatare. Kafin ma ya ɗauki wayar, sakatare ya san wanda ke kira kuma yana iya fahimtar menene tambayar. Kuma idan abokin ciniki ya yi kira a karon farko, ana ƙirƙira abokin ciniki da katin oda ta atomatik a cikin CRM YCLIENTS.
Bambance-bambancen kiraye-kirayen zuwa salon kwalliya shi ne cewa wani lokacin babu kira guda a cikin sa'a guda, wani lokacin kuma ana samun da yawa a lokaci guda. A cikin saitunan VATS, an saita sakatare a matsayin ma'aikaci ɗaya kawai a cikin sashen, don haka idan sakataren yana magana, abokan ciniki "sun tsaya" a layi suna jiran amsawar mai sarrafa kuma suna sauraron kiɗa. Idan magatakarda bai amsa na dogon lokaci ba, a 20th seconds an tambayi abokin ciniki ya danna 1 kuma ya ba da odar kira. Da zaran sakatare ya gama wayar, sai ya karɓi kira kai tsaye. "Yanzu za a haɗa ku da mai biyan kuɗi," in ji shi a kan wayar hannu, bayan haka Virtual PBX yana bugun abokin ciniki.
Idan abokin ciniki ya yi kira a waje da sa'o'in kasuwanci, ana aika kiran zuwa na'ura mai amsawa, wanda ke neman abokin ciniki ya je gidan yanar gizon kuma ya yi rajista don sabis a lokacin da ya dace ta hanyar fom akan gidan yanar gizon.
Case 7. Sabis na mota tare da shago da wankin mota
Aiki:
tsara wayar tarho tare da lamba ɗaya don ƙungiyoyin kasuwanci daban-daban kuma tare da lokutan aiki daban-daban.
Kamfanin yana da wurare da yawa na ayyuka: gyaran mota, kulawa, kantin kayan mota, wanke mota. Ana haɗe PBX na zahiri mai lamba ta ƙasa. Bayan kiran lambar, abokin ciniki ya ji gaisuwa, bayan haka ya shiga cikin menu na muryar IVR, inda aka tambaye shi ya zaɓi takamaiman batun da yake kira game da: "Don haɗawa da sabis na mota, danna 1, tare da wanke mota. - 2, don haɗawa da afareta, tsaya akan layi." Kiran yana zuwa ga wayoyin hannu na sassan da suka dace. Wankin mota ne kawai ake budewa awanni XNUMX a rana, don haka bayan awanni ana kiran waya nan take.
Idan saboda wasu dalilai daya daga cikin sassan bai dauki wayar ba, bayan minti daya kiran ya tafi kai tsaye ga wayar salula na mai sabis na mota. Yana da mahimmanci ga kamfani kada ya rasa abokin ciniki ɗaya!
Harka 8. Hukumar gidaje
Aiki:
tsara wayar tarho don kamfani wanda ke da ma'aikatan da ke aiki akan hanya - sabis na jigilar kaya, shagunan kan layi, sabis na bayarwa, hukumomin ƙasa.
Kamfanin yana da lambar talla 8800, kiran da sakatare ke kula da shi. Muna amfani da amoCRM. Masu gidaje kusan ba sa cikin ofis; suna tafiya zuwa kaddarorin, kowanne an sanya shi zuwa wani yanki na birni. Dukkansu suna amfani da katunan SIM na kamfani, ana nuna lambobin wayarsu a cikin talla.
Idan ma'aikaci yana tuƙi kuma ba zai iya amsa kiran ba, ana tura kiran zuwa sakatare a ofis. Idan abokin ciniki na yau da kullun ya kira ofishin, kiran nasa yana kai tsaye zuwa ga manajan da aka ba shi.
Sakatare na iya canja wurin kiran abokin ciniki zuwa ga mai siye ta amfani da gajeriyar lamba.
Duk kira, masu shigowa da masu fita, ana yin rikodin su. Manajan yana sauraron kiran masu gudanarwa akai-akai, yana lura da ingancin aikinsu, kuma yana ba da shawara akan mutum ɗaya
tattaunawa. Ana zazzage da kuma adana kiran zanga-zangar da suka yi nasara don masu fara horo.
Case 9. Hukumar talla a ƙasan bene
Aiki:
tsara sadarwar tarho a ƙasa ko a cikin wasu yanayi wanda, a matsayin mai mulkin, ba zai yiwu a yi amfani da sadarwar wayar hannu ba.
Manajojin hukumar talla suna yin kira mai yawa na fita waje. Kusan babu liyafar a kan wayoyin hannu a ƙasa, amma manajoji suna aiki a kwamfuta kuma suna yin kira kai tsaye daga mai lilo ta hanyar amoCRM. Bugu da ƙari, ofishin yana da wayar SIP-DECT mai ɗaukuwa da aka haɗa da Virtual PBX ta Intanet, wanda kuma yana ba ku damar yin kira.
Case 10. Amfani da SMS
Za mu bayyana daban-daban lokuta na amfani da katunan kasuwanci na SMS da gafarar SMS.
Aiki:
tsara aika saƙonnin SMS ta atomatik tare da lambobi masu sarrafa ko wasu bayanai.
Kamfanin da ke siyar da tayoyi da ƙafafu yana aika uzuri na SMS don kiran da aka rasa tare da kalmar lamba don rangwame. Manufar ita ce a guje wa yanayin da mai yiwuwa abokin ciniki ba zai shiga cikin kamfani ba kuma yayi ƙoƙari ya ba da oda daga kantin sayar da gasa.
Salon kyakkyawa yana aika bayanan tuntuɓar mai gudanarwa, wanda za'a iya tuntuɓar kowane matsala.
Sabis ɗin mota yana aika masu daidaitawa ta hanyar SMS don abokin ciniki ya iya tsara hanya nan da nan.
Bari mu ci gaba zuwa ga ƙarshe
A cikin labarin, mun bayyana manyan lamuran da ke bayyana iyawar wayar tarho muddin an haɗa Virtual PBX. Bisa kididdigar da aka yi, kashi 30% na kiran da aka rasa ba tare da amfani da kayan aikin sa ido ba sun kasance ba a kula da su ba. Lokacin haɗawa zuwa Virtual PBX, ma'aikata da abokan ciniki suna karɓar sabis mai sauƙi don amfani, kuma kasuwancin yana karɓar haɓakar tushen abokin ciniki mai aminci.
Ana iya samun ƙarin bayani game da yadda MegaFon's Virtual PBX ke aiki daga .
source: www.habr.com