Chm sc khch hng, ngh y tim nng

Trong bi cnh cnh tranh gay gt hin nay, mt i ng chm sc khch hng chuyn nghip, nng ng l li th ca hu ht cc cng ty. H l nhng ngi trc tip lm hi lng khch hng v xy dng hnh nh tt p v cng ty.

Ngh chm sc khch hng (Customer Care hay Customer Service) ang pht trin nhanh vi nhng Call Center ln ang mc nhanh ti nhng quc gia ang pht trin nh n , Philippines y l ngh c rt nhiu tim nng pht trin ti Vit Nam khi nhu cu hi nhp ca nc ta vi th gii ngy cng gia tng. Vy cng vic thng nht ca

mt nhn vin chm sc khch hng l g v h phi chu nhng p lc ra sao trong qu trnh lm vic. Nhng iu khch hng cn hi khi mua sn phm dch v l rt nhiu v gn nh v tn. V vy, h thng chm sc khch hng da trn thit b cng ngh hin i, theo mt quy trnh tn tnh, chuyn nghip ang ngy cng tr nn quan trng v cn thit vi cc nh kinh doanh.

H thng chm sc khch hng hin i (Call Center hay Contact Center) l khu vc ngp trong cc d liu, bao gm thng tin ca khch hng (c tng hp t cc cuc in thoi, email, fax), cc thng tin v t hng, ha n, chi tit s dng dch v v mua hng H thng Contact Center mi c xy dng trn nn cng ngh IP cn tch hp tt c cc phn mm qun l lin quan ca mi DN, c th tr gip chm sc khch hng nh: CRM, ERP Mt call agent (nhn vin chm sc khch hng trong h thng Call Center v Contact Center) c th ngi trong khu vc ngp trn d liu , v tr li khch hng bt c thng tin g h cn, qua in thoi, qua email, qua fax, qua text chat, hay thm ch l voice chat, truyn hnh di ng iu quan trng l sau , tt c u c h thng lu gi, nh gi, phn tch v xut ra bo co tng kt.

Th trng trong nc ang m rng hng ngy, cc cng ngh tin tin v vin thng, Internet, bng thng, truyn hnh, v tinh cng ang pht trin khng ngng, l nhng iu kin thun li y tim nng cc dch v nh th ny pht trin mnh m. Tim nng na l bi i vi nhn s lm ngh ny c th lm vic t xa, c th lm vic bn thi gian v khng gii hn tui hay hnh thc bn ngoi. Nu c o to k lng, nu c nh hng r rng t cc DN, nu c chnh sch h tr t chnh ph dch v ny rt c c hi bng n v ngh ny s tr thnh mt ngh mi hp dn vi nhiu lao ng tr ca Vit Nam. V ai dm chc rng ngh ny ti Vit Nam s khng to ra mt sc hp dn k l nh n v Philippines? n hin c khong 400 trung tm chm sc khch hng (call center). Nm 2004, doanh thu ca ngh ny mang li cho n 5 t USD. Ngh chm sc khch hng ang c xem nh mt ngnh cng nghip mi, to ra nhiu cng n vic lm nht cho nc ny. D kin, cng vic ny s to ra thm 2 triu lao ng cho n vo nm 2008.

Cn ti Philippines, cha tr thnh phong tro rm r nh n , nhng trong 5 nm qua, s ngi lm vic trong cc trung tm h tr khch hng ti Philippines tng gp 100 ln, t 2.000 ngi ln 200.000 ngi, v doanh s h t c l 1,7 t USD.

Ti Vit Nam, pht trin m hnh Call/Contact Center, ting Anh s l vn kh nht. Tip l vn h tng. Cht lng dch v chm sc khch hng a phn l giao tip thi gian thc, nhiu nht vn l qua in thoi, trong khi cc vin thng ca Vit Nam vn cn cao, cn nu l cc cuc gi VoIP th bng thng li tr thnh ro cn.

- Call Center (trung tm cuc gi): nhiu nhn vin ngi bn in thoi tr li cc cuc gi ca khch hng.

- Contact Center (trung tm lin lc): ni x l cc cuc gi qua h thng in thoi truyn thng, x l e-mail, cc lin lc truyn thng trc tuyn v k c th vit tay.

- Cc Call Center xut hin ti M t nhng nm 1970. - M l nc dn u th gii v s lng Call Center. L do l a s ngi tiu dng M thch mua bn hng ha v dch v qua in thoi hoc Internet (ang chim ti 70% cc giao dch). Hin M c ti trn 50.000 Call Center, vi s nhn vin khong 6 triu ngi.

- Dch v ny cng rt pht trin ti Anh, c v Canada. Vi nm gn y, dch v ny chuyn sang cc nc ang pht trin.