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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 ShenCall Center Sales ManagerLucent Technologies86-20-8331-1600 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）Customers
2、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,R.Gerson,Only 4%
3、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解决54%70%的客户 还会回来）95%will do bu
4、siness 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 people（满意的客户会告诉35个人）,4,Source:Beyond
5、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 away（迁移3）5%Develop other business relationships（发展其他业务联
6、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 Clients（企业用户）,Vendors(制造商),Computer,Computer,Business Operations（
7、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 new business revenue(创造新的事 业收入)Protect/enhance existing business revenue(保
8、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)Productivity(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)Empowe
9、redAgents(业务代表奖励)EmployeeSatisfaction(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 opportunityto interact with customers directly.（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 ind
10、ustry served,to effect dramatic improvements in itscustomer relationships,share-of-customer,and the incremental sale of products orservices.。（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系、客户份额以及产品或服务销售的增长）,揺very inbound call represents a 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
11、 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)Telecom/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)Insuranc
12、e(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 Processing(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 stat
13、us(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 level(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,
14、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(报价),Customer intimacy level(客户亲近程度),13,Internet TelephonyGateway,PredictiveDialers,Middleware,CONVERSANT,CentreVuCMS,DEFINITY ECS,CTI,AgentDesktop,MultimediaKi
15、osk,WorkforceManagement,DatabaseIntegration,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 orToken Ring,LAN INTEGRATION(LAN集成),DIRECT CONNECTION(直接连接),DIAL-UP(拨号),PC,20 SEC ASA,Wallboards,WorkforceMgmtSystem(排班管理系统),CentreVu CMS-Archi
16、tecture,1,2,3,CentreVu Supervisor,CentreVu Supervisor,16,CTI in the Call Center-Benefits(呼叫中心的CTI 好处),Allows most appropriate resource to be selected(选择最适当的资源)Best agent vs.most available agent(最好业务代表和最可能业务代表)Live agent vs.automation(人工座席与自动应答机器）,17,CTI in the Call Center-Benefits(呼叫中心的CTI好处),Agents
17、 are empowered to be professional,accurate,and efficient(鼓励业务代表变得更专业、精确和有效)Visual performance indication(可见的业绩显示)CTI for screen pop and voice/data transfer(画面弹出和语音/数据传送)Empowered agents=happy agents(受鼓励的业务代表高兴的业务代表),18,CTI in the Call Center-Benefits(呼叫中心的CTI好处),Improved operational efficiency(提高运营效
18、率)Reduced talk time and network charges(减少通话时间和网络花费)More productive agents(生产效率更高的业务代表)Calls routed to the right place the first time(呼叫马上传送到适当的地方),19,LINK-CTI LINK-CTI LINK-CTI LINK-CTI,User/Agent Workstation,CentreVuTM CMS,CMS Printer(s),CTI Servers,LAN,CONVERSANT,CTI LINK-CTI LINK-CTI LINK-CTI LI
19、NK-CTI LINK-CTI LINK-CTI LINK-CTI LINK-CT,CMS CentreVuTMSupervisor(s),CMS,ScreenPop-up,BCMS Statistics,CTI Applications(CTI应用),Applications(应用)Priority Routing(优先路由选择)Personalized Greeting(个人化问候)Preferred Agent Routing(选择到希望的业务代表)Last Agent Routing(选择上一个业务代表)Coordinated Voice/Data Xfer(协调语音/数据传送)Cal
20、ler Diversion(呼叫转向)ANI Capture on Abandons(ANI接回放弃呼叫)IVR Transactions(IVR处理)IVR Transfer to Agent(IVR 转业务代表)Predictive/Preview Dialing(预报/预览拨号),20,CTI for Agent Screen Pop(CTI业务代表画面弹出),Voice call&customer profile presented to agent simultaneously through Windows interface(通过WINDOWS界面客户信息与语音呼叫同事显示给业务
21、代表)Speeds agent抯 work(加快业务代表工作)Increases agent抯 concentration(增强业务代表专注程度)Improves consistency(改善一致性),21,Assigned Agent Routing(指定的业务代表选择),DEFINITY/ACDand CTI application,The agent assigned to this customer and familiar with the account.(业务代表被指定为这个客户服务并熟悉该客户),Build customer relationshipsby routing be
22、st customers to a familiar agent.(通过为最好的客 户选择熟悉的业务代表建立客户关系),(DEFINITY/ACD及CTI应用),22,Proactive Customer Care(预先客户照顾),DEFINITY/ACD,Predictive Dialing(预报拨号),Mr.Ram,We抳e recently mailed your first statement.Do you have any questions?(Ram先生，我们刚寄去您的第一次报表，您有什么问题吗？),Build loyalty by proactively calling cust
23、omers,rather than waiting for them to call you.(不是等待客户的呼叫，而先打电话给客户，从而建立客户好感),23,Call Diversion(呼叫),Pre-AgentCredit Screen,DEFINITY/ACDand CTIapplication,CollectionsSkill(技能分类),Recover potentiallylost revenue.(挽回可能失去的营业收入),(DEFINITY/ACD和CTI应用),24,Self-Help Treatment While in Queue(排队时的自助处理),CustomerS
24、erviceAgents(客户服务业务代表),IntuityCONVERSANT(IVR),DEFINITY/ACD,For flight arrival information,press 1,for gate information,press 2?查询航班到达消息，请 按1；查询登机口消息，请按2.),Empower your customers and let them 揾elp themselves.?(鼓励客户自助处理),25,#1 Market Share over the world 全球市场占有率第一#1 Market Share in North America 北美市场占
25、有率第一#1 Market Share in Asia Pacific 亚太市场占有率第一#1 Market Share in Japan 日本市场占有率第一#1 Market Share in Europe 欧洲市场占有率第一#1 Market Share in Western Europe 西欧市场占有率第一*In agent position 座席数,Lucent Technologies,#1,Center,Call,LUCENT,最 新 呼 叫 中 心 市 场 数 据,26,Retail/Catalog/MediaVictoria抯 SecretHanover DirectOrvis
26、FingerhutHallmarkFederatedNordic TrackQVCNordstromHigh TechAmdahlADPGateway 2000Compaq ComputersIngram MicroXeroxIntelIBMNovellSun MicrosystemsCISCO,Banking/FinancialAmerican ExpressCitibankMarine MidlandBarclays BankBank of AmericaGE CreditGMACLloyds BankWestpacUnibancoNations BankKey BankMerrill L
27、ynchVISA Associates BancorpMBNABank One,Transportation/Travel/LodgingNorthwest AirlinesUnited AirlinesAvisQANTAS AirlinesSingapore AirlinesCSX RailroadNorfolk Southern RailroadDHLSabena AirlinesUPSHoliday InnMarriottHyatt HotelsHilton HotelsRoyal Caribbean,InsuranceTravelersPrudentialUSAAITT Hartfor
28、dBlue Cross/Blue ShieldCignaNationwide Insurance,Utilities/TelecomPacific Gas&ElectricFlorida Power&LightBoston EdisonNippon TelephoneAlabama PowerNorthern States PowerHong Kong TelecomAmerican Mobile SatelliteEarthlink NetworkRegina CableSevillana Electricidad,italics represent international instal
29、lations,A Select Few,Lucent Call Centers,27,Banking&Finance-Asia Pacific,AustraliaAdvance BankAmerican ExpressANZ BankCitibankFirst Chicago BankJP MorganSt George BankThomas CookWestpac BankHong KongDao Heng BankStandard Charted BankIndiaAmerican ExpressCitibankStandard Chartered BankIndonesiaAmeric
30、an ExpressBank BaliBank LIPPOBank UniversalBDNI,MalaysiaAmerican ExpressArab Malaysia BankCitibankPhileo Allied BankDirectAccess,Southern BankPhilippinesABN Ambro BankCitibankSingaporeAmerican ExpressDBS BankMastercard InternationalPOSBBank 121,UOBTaiwanABN Ambro BankCitibankThailandBangkok BankCiti
31、bank,Japan AIC Aahi Bank Bank 24 Chiba Bank Credit Saison Daiwa Bank DC Card Diners Club Fuji Bank GE Capital Hokkaido Takushoku Bank Kokusai Shimpan Kyoto Central Bank Mitsubishi Bank Mitsui Trust Bank Sakura Bank Sanwa Bank State Street Bank Suruga Bank Tokyo Mitsubishi Bank Yamaichi Security Yasu
32、da Yokohama Bank,28,Telecom-Asia Pacific,AustraliaHutchison MaxLink TelecommunicationsTelstra MobileHong KongHK TelecomHutchison CommunicationsIndiaAT&TEssar CellphoneHutchison MaxMicro Age Communications,IndonesiaTelekomselMalaysiaTelekom MalaysiaPhilippinesEasyCallSingaporeSingtelST Messaging,Thai
33、landLenso PagingShinawatra PagingJapanNTTKDDTaiwanAT&T Wireless,29,Telemarketing References in Asia Pacific,JapanAOL JapanBlack BoxBS24 OsakaCTC CreateIntelligenceMoshi Moshi HotlineNTT TelemarketingVenture LinkSITEL JapanAustraliaSITEL Australia,SingaporeSingtel Third Party Call CentreSITEL Singapo
34、re()TIMES TelemarketingHong KongC&W TeleService()Pacific LifeStylesChinaHongfan,BeijingITS,ShanghaiShanghai Post,ShanghaiChannel Beyond(Ricsson),GuangzhouChina Motion,ShenzhenSouthern Post,Guangzhou,30,Our Call Center Customers in China在中国的客户,IBM*Intel TechnologiesCompaqITSDHLTVSNAMWAY,南方航空公司上海浦东机场海尔集团沈阳电信局*大连电信局北京电信局江苏电信局广东移动局广州南方邮务广东诚伯（立信）客户服务中心,A Selected Few,中国农业银行贵阳分行中国工商银行上海分行*中国建设银行北京分行中国银行广州分行,
