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1、1,Market Leadership Through Customer Service Excellence: 通过优异的用户服务确立市场领导地位 Lucent Technologies Call Center Solutions 朗讯科技呼叫中心解决方案,Sunny Shen Call Center Sales Manager Lucent Technologies 86-20-8331-1600 ext. 176,2,Today抯 Service Landscape 现代的服务环境,New breed of customer service providers (新型的客户服务提供商）
2、Customers have more choices than ever （客户与以往任何时候相比有更多选择） Customers now more demanding（客户有更多需求） Satisfied customers are vulnerable（客户更不容易满足） Competitors appear within the time it takes to create a Web page （竞争者的出现只需在因特网上建一个网页的时间）,3,Startling Service Statistics 惊人的服务统计,Source: Beyond Customer Service,
3、 R. Gerson,Only 4% of customers complain - 91% just go away （仅4%的客户抱怨竟然会 直接使91%的客户失去） For every complaint there are 26 customers with the same problem (6 are serious) (每个抱怨会带来26个客户对同样问题的抱怨（其中6个会当真) 54% - 70% of customers who complain will do business with you again if complaint is resolved（如果抱怨的问题得到
4、解决54%70%的客户 还会回来） 95% will do business with you again if complaint is resolved quickly and to their satisfaction （如果抱怨很快解决而且满意，95%的客户会回来） 1 dissatisfied customer tells 10 people - 13% of dissatisfied customers will tell 20 other people （一个不满的客户会告诉10个人，13% 的不满 客户会告诉另外的20个人） Satisfied customers tell 3
5、 - 5 people （满意的客户会告诉35个人）,4,Source: Beyond Customer Service, R. Gerson,Startling Service Statistics（惊人的服务统计）,Service quality and customer satisfaction can lead to a 6% gain in market share（服务质量和客户的满意可以提高6%的市场占有率） Customers stop doing business with you because （客户会因为以下原因停止交易）: 1% Die（死亡1） 3% Move aw
6、ay（迁移3） 5% Develop other business relationships（发展其他业务联系5） 9% Begin doing business with competitors（同你的竞争对手交易9） 14% Are dissatisfied with the product or service（对产品或者服务不满） 68% are upset with the treatment received （对受到的对待不满68）,5,What is a Call Center?（什么是呼叫中心）,Callers (呼叫者),Agents(业务代表),Corporate Cl
7、ients （企业用户）,Vendors(制造商),Computer,Computer,Business Operations （事业运营）,6,Why A Call Center ?（为什么使用呼叫中心）,Reducing Costs（降低成本） Maximize employee productivity (最大限度发挥职员生产效率) Manage resources effectively(充分使用资源) Increasing Revenues(增加营业收入) Increase customer satisfaction & loyalty (提高客户满意和忠诚的程度) Generate
8、 new business revenue (创造新的事 业收入) Protect/enhance existing business revenue (保护/改善现存的业务收入),7,STRATEGIC(战略方面),Call Center Service Standards(呼叫中心标准),Average Speed of Answer (平均应答速度) % Service Level (服务水平) % Abandons(放弃率) Efficiency(效率) Agent Costs (业务代表成本) Network Costs (网络成本) System Costs (系统成本) Prod
9、uctivity(生产效率),Superior Service (优越的服务) Value-Added (附加价值) Enhanced Revenue Source (改善收入来源) Empowered Agents (业务代表奖励) Employee Satisfaction (员工满意度),STATISTICS(统计方面),8,Make Your Call Center Strategic (使呼叫中心具有战略功能),揷all centers provide marketers a unique opportunity to interact with customers directly
10、 . . .（呼叫中心为营销者们提供与客户直接联系的独特机会。）,揳 call center can help almost any company, with little respect for size or industry served, to effect dramatic improvements in its customer relationships, share-of-customer, and the incremental sale of products or services . . 。（不管其规模大小和所在的产业，呼叫中心能帮助任何一家公司，奇迹般地改善其客户关
11、系、客户份额以及产品或服务销售的增长）,揺very inbound call representsa great opportunity. . . （每个进入呼叫中心的呼叫代表一个商业机会。）,揷all centers can and should be the 憇witchboard for the company抯 relationships with its customers,individually . . .（呼叫中心能够并且应该成为公司和每个客户之间交换信息的场所）,9,Targeted Industries(重点引进产业),Banking & Finance(银行和金融) Te
12、lecom/Utilities Service Operators (电信/公共事业服务提供商) Transportation/Reservations(运输/预定) Telemarketing(电话直销) Technical Helpdesk(技术服务热线) Insurance(保险),10,How Do We Use A Call Center ?(如何使用呼叫中心),Order taking (接收订货),Cross selling (搭车销售),Upgrade selling(升级销售),Substitutes sales, Add-ons (替代产品附加产品销售),Order Pro
13、cessing(订货处理),Customer intimacy level(客户亲近水程度),11,How Do We Use A Call Center ?(如何使用呼叫中心),Dealer locator(代理商分布),Customer Service (客户服务),Order status (订货状况),Outbound customer satisfaction (客户满意度调查),Schedule service calls (服务预约),Help customer repair(帮助客户修理),Handle complaints （处理抱怨),Customer intimacy l
14、evel (客户亲近程度),12,How Do We Use A Call Center?(如何使用呼叫中心),Fulfillment (寄送表格),Order taking/field sales (受理订货/现场销售),Customer repeat orders (客户重复订货),Inventory, delivery, back orders(库存，交货、存余),Schedule appointments (预约安排),Sales Support (销售支援),Lead qualification (潜在客户认证),Lead generation (潜在客户挖掘),Quotations
15、 (报价),Customer intimacy level (客户亲近程度),13,Internet Telephony Gateway,Predictive Dialers,Middleware,CONVERSANT,CentreVu CMS,DEFINITY ECS,CTI,Agent Desktop,Multimedia Kiosk,Workforce Management,Database Integration,Complete Call Center Offer (完整的呼叫中心),14,Call Center Components (呼叫中心构成),15,C-LAN,Events,Commands,DEFINITY,Ethernet or Token Ring,LAN INTEGRATION (LAN集成),DIRECT CONNECTION (直接连接),DIAL-UP (拨号),PC,20 SEC ASA,Wallboards,Workforce Mgmt System (排班管理系统),CentreVu CMS - Architecture,1,2,3,CentreVu Supervisor,CentreVu Supervisor,16,CTI in the Call Center - Benefits (呼叫中心的CTI 好处),
