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Esimese kontakti kõnekeskuse mallid

Telefonivestlused on endiselt oluline kontaktkanal nii ettevõtetele kui ka nende klientidele. Muud suhtlusvahendid, nagu sõnumsiderakendused, reaalajas vestlused või vestlusbotid, muutuvad üha populaarsemaks, kuid hea vana telefonikõne on endiselt üheks suhtlusviisiks, mida paljud kliendid otsustavad teie ettevõttega ühenduse võtmiseks kasutada.

Esimese kontakti kõnekeskuse mallid
LiveAgenti saab kasutada väljuvate ja sissetulevate kõnede jaoks

See uuring tõestas, et 69% klientidest eelistab telefonituge vestluse või muude tugikanalite asemel. Ja kuigi teine uuring näitas, et 71% vastanutest usub, et 2021. aastaks muutuvad reaalajas vestlused populaarsemaks kui meilid ja telefonid, on kõnekeskused endiselt klienditeeninduse ja klienditoe alustalaks. 

Peter Komornik

LiveAgent ühendab suurepärase reaalajavestluse, piletisüsteemi ja automatiseerimise, mis võimaldavad meil pakkuda erakordset teenindust oma klientidele.

Peter Komornik, CEO
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Oleme loonud kõnekeskuste jaoks esmase kontakti mallide komplekti, et aidata Teil oma klientidele telefoni teel parimat võimalikku kogemust pakkuda. Kopeerige ning kasutage neid sõna-sõnalt või muutke vastavalt oma vajadustele ja kasutage neid mõnes muus vormingus.

Esmase kontakti kõnekeskuse mallid

Esmase kontakti mall 1


Hello! My name is [name], I’m a [agent’s position], from [name of team/department/company]. How can I help you today?
[Customer greeting]

If the customer reports an issue or a problem:

I’m really sorry to hear that. I can only imagine how frustrating it must be. Could you give me some more details so that I can help you more effectively?
[Customer agrees].
Perfect, please be so kind as to answer the following questions. Sorry for bothering you, but I really need to know a little more in order to help you. [A list of a few questions that will help the agent support the customer better].
[Customer answers questions].
Great, thank you! I’ve noted everything down, thank you for your patience. It seems that we are able to resolve this issue right away. Do you have two more minutes to stay on the line with me so that we can find a solution to your problem together?
[Customer agrees]
[Agent continues the conversation and aims to resolve the problem in a few minutes].

Esmase kontakti mall 2


Hi there! It’s [name] from [company/team/department] speaking. How are you doing today?
[Customer greeting]

If the customer reports an issue or a problem:

Oh, I’m really sorry that you’ve experienced such issues with our [product/service]. Please give me your full name and [order number/account login/customer number] so that I can find your information in our system and start dealing with that issue.
[Customer provides details]
Okay, I’ve logged in to our system, and I can see that [describe the current status of an order/possible product flaw/potential cause of an issue with a service]. Is that right?
[Customer confirms or declines].
Thank you for this information. It seems that we won’t be able to solve this issue during our conversation, so I’ve just created a problem report and our system will assign a unique number to your issue. Is that okay?
[Customer confirms]
In the next few minutes, you’ll receive an email confirmation with your ticket number. You can check the status of your request by clicking on the link included in the email. It may take us up to [1/2/5…] days to resolve your issue. We will contact you via [phone/email/messaging app] to inform you once the problem has been addressed. Would that work for you?
[If the customer confirms] Thank you for getting in touch with us. We’ll do our best to resolve this issue as fast as possible.
[If the customer declines] If this doesn’t work for you, please tell me what would be the best outcome for you or how long are you willing to wait for us to deal with the problem.
[Conversation continues until the agent finds the most satisfactory solution].

Esmase kontakti mall 3


Good morning/Good afternoon/Morning! You have reached [company]’s [department/team name] contact center. I’m happy to assist you today. Please tell me your issue.
[Customer greeting]

If the customer reports an issue or a problem:

I can only imagine how frustrating [the situation described by the customer] must be for you. I promise I’ll do my best to find the right solution for you as quickly as possible. What’s your name?
[The customer says their name].
[Customer’s name], please describe your problem thoroughly by answering a few questions. This information will be really helpful [list of questions].
Okay, [customer’s name]. It seems that I need to involve our tech team to help you with the [issue/problem/technical flaw]. Usually, it takes up to [3/5/7] days to address such problems. Let me create a ticket for our technical support. You can check the status of your report by logging into our dashboard. Do you know how to do that?
[If the customer says “yes”, the agent can continue. If the customer says “no”, the agent should explain how to log in to the dashboard].
So, as I said, our tech team will take care of your request, and you can follow the progress in our dashboard. When this problem is dealt with, we will also send you an email or call you. Which communication channel works better for you?
[Customer chooses the channel]
That’s great. Thank you for reaching out, and let’s stay in touch. Is there anything else I can help you with?
[If the customer says “no”, the agent can finish the conversation. If the customer says “yes”, the agent should talk with them to get more details].
Once again, thank you for contacting us. And remember, if you have any other requests, don’t hesitate to contact us.

Korduma kippuvad küsimused

Kas ma pean esimesel kontaktil kliendile tema küsimusele lõpliku vastuse andma?

Ideaalis peaksid Teie agendid proovima vastata kliendi küsimusele koheselt. Tegelikkuses võib agentidel aga olla keeruline kõiki probleeme esimesel katsel lahendada. Pidage meeles, et iga suhtlus peaks andma väärtust ja tugevdama ideed, et Teie ettevõttel on kliendi huvid südames.

Kas on mingeid konkreetseid sõnu/fraase, mida agendid peaksid esialgse vestluse ajal ütlema?

Puuduvad konkreetsed sõnad, kuid iga esimene vestlus peaks sisaldama teatud elemente. Need elemendid võivad sisaldada tervitusi, agendi nime ja perekonnanime, ettevõtte nime ja osakonda või meeskonda, millesse agent kuulub. Iga esimene kontaktivestlus peaks tekitama ka kliendis tunde, et teda kuulatakse ja tema eest hoolitsetakse. Sellepärast peaksid sellised vestlused sisaldama sõbralikke sõnu ja empaatilisi avaldusi.

Kui kasutatakse IVR-i (interaktiivne häälvastus), on hea mõte teavitada kliente, kui kaua võtab neil aega agendiga ühenduse saamine. Kui esimese vestluse käigus arutatud probleemi ei saa kohe lahendada, tuleks klienti teavitada, kui kaua kulub agendil probleemi lahendamiseks. Samuti on soovitatav teavitada klienti, millal temaga järgmiste sammude osas ühendust võetakse.

Kui kaua peaks esimese kontakti kõne kestma?

Pole lihtne hinnata, kui kaua esimene kontaktkõne peaks kestma. Ükski kõnekeskuse telefonivestlus ei tohiks kesta siiski liiga kaua. Agendid peaksid aitama klientidel probleemist kiiresti ja loogiliselt teatada. Seejärel peab agent teavitama klienti kõigist saadaolevatest lahendamise võimalustest ja proovima valida kõige tõhusama.

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