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如何计算联络中心的服务水平？

2017-11-29 乐虎游戏科技供稿浏览量：1014

关键字： 乐虎游戏科技呼叫中心客户关系管理系统 CRM CTI PMSI

摘要： 在本文中，乐虎游戏将为您提供关于如何在联络中心计算服务水平的最佳公式、方法和建议。

<div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<img style="list-style-type:none;font-size:12px;border-top:0px;height:347px;border-right:0px;width:600px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/203606.jpg" /></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　实际上，联络中心的服务水平很容易计算，但是在如何测量它们方面却存在很大的混乱。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　公式</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;"><img style="list-style-type:none;font-size:12px;border-top:0px;height:71px;border-right:0px;width:510px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/207795.jpg" /></strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　然后给你一个用百分比表示的服务水平。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　它真的很简单。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　例如，如果一个企业的目标是在20秒内回答80%的呼叫，那么服务水平的阈值就是20秒。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　例子</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　计算中使用的信息都可以从联络中心的自动呼叫分配系统（ACD）中获取，或者，如果获取失败，还可以从呼叫详细记录（CDRs）中收集。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　服务水平阈值时间段中的应答次数（Number of calls answered with in these rvice level threshold）=136</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　服务水平阈值时间段中的电话呼叫数量（Number of calls offered）=170</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<img style="list-style-type:none;font-size:12px;border-top:0px;height:71px;border-right:0px;width:510px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/206573.jpg" /></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　每一个新的报告周期应该重新计算一个新的服务水平，如果不能实时做到的话，大多数联络中心每半小时进行一次计算。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　通过这样做，联络中心可以看到他们是否有正确的座席数量来处理一天中不同的电话量。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　在五秒内放弃的电话应该打折计算吗？</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在一些算法里，不计算放弃电话中时间少于5秒的电话。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<img style="list-style-type:none;font-size:12px;border-top:0px;height:147px;border-right:0px;width:100px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/204426.jpg" /></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	戴夫·阿普尔比（Dave Appleby）</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　这是因为人们可能在错误中拨错了号码，然后挂断了。这可以在许多ACD系统上设置。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　这通常被认为是可以的。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　经验丰富的资源规划师戴夫·阿普尔比（DaveAppleby）说：“这些电话的持续时间甚至还不到一次振铃周期那么长，有些ACDs甚至可能都没有把它送至队列，即使客户听到了铃声。”</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　因此，不包括短暂放弃电话，修订后的公式为：</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<img style="list-style-type:none;font-size:12px;border-top:0px;height:81px;border-right:0px;width:510px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/207323.jpg" /></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　所有被放弃的电话都应该被排除在外吗？</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　答案是否定的。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　一个被放弃的电话是一个被ACDs提供的电话，你是有机会回答它的。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　然而，不出意料的是，所谓的“放弃率”却因通话类型而有所不同。下面的图表突出显示了这一点。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<img style="list-style-type:none;font-size:12px;border-top:0px;height:239px;border-right:0px;width:510px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/206575.jpg" /></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　由于所有的类型似乎都达到了80%，所以这已经成为行业标准也就不足为奇了。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　时间通常从IVR选择之后开始</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　一般来说，服务水平的时间是从后IVR选择之后开始的。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　服务水平是基于“在你可以回答的电话中，有多少在X秒内被回答了？”</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　“我还没有遇到过这样做的。服务水平是基于在你能回答的电话，有多少在X秒内被回答了？”戴夫·阿普尔比（Dave Appleby）说。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　然而，要将“放弃”的电话数单独记录下来，这是衡量被计算的服务水平有效性的有效方法。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　仔细使用ACD统计数据</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在某些ACD系统上，墙板上显示的服务水平可能具有误导性。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　例如，在20秒内，你制定了80%呼叫服务水平这一目标。你的ACD统计数据中所显示的100%服务水平数据并不意味着100%的呼叫在20秒内得到了响应。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　100%这一数字实际上意味着100%的呼叫达到了服务水平既定目标（即100%的80%的呼叫在目标时间内得到了响应）。同样，服务级别的80%可能仅仅意味着64%的呼叫（80%80%）在阈值时间内得到响应。这无疑使许多人感到困惑。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在这种情况下，仅显示在20秒内呼叫应答的百分比就更安全了。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　你必须坚持行业标准的服务水平吗？</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　如前所述，大多数联络中心都坚持服务水平的行业标准，即在20秒内接听80%的电话。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　然而，有迹象表明，联络中心已经开始放宽服务水平。根据乐虎游戏的白皮书，“联络中心现在正在做的事情”，联络中心的专业人士认为服务水平是一个“非常重要”的指标，在短短12个月内，已经从70.0%下降到62.7%。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　那些以这种方式思考的人可能会质疑服务水平对客户满意度的影响（CSat），并认为花更多的时间在确保首次呼叫解决率（FCR）上，比专注于满足一个特定的服务水平更能让客户满意。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<img style="list-style-type:none;font-size:12px;border-top:0px;height:193px;border-right:0px;width:510px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/203226.jpg" /></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　上面的表格取自乐虎游戏的文章：“排队列时间和客户满意度之间是否存在相关性？”它表明，只要呼叫的问题被解决，排队时间就不会对客户满意度产生重大影响。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　然而，尽管这是一个很好的例子，不针对基于时间的指标，计算服务水平仍然是许多联络中心劳动力管理（WFM）中的重要组成部分。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　人们是如何操纵服务水平的</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　和所有的指标一样，一旦人们看到一个指标是重要的，他们就会开始操纵结果。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　这里有三种最常见的服务水平结果被操纵的方法：</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　1、不包括放弃的电话</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　最简单的方法就是在计算中排除被放弃的呼叫数量。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　例如，思科联络中心软件允许三种不同的计算服务水平的方法。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">被放弃的呼叫对服务水平有负面影响</strong>（这是正确的方法）</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在阈值时间内响应的呼叫数量除以服务水平事件中的呼叫次数。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">被放弃的呼叫对服务水平没有影响</strong>（不应该使用）</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在阈值时间内响应的呼叫数量除以呼叫服务水平事件中的呼叫次数减去在超过服务水平阈值之前被放弃的呼叫数。在此计算中删除了服务水平阈值时间内放弃的呼叫。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">被放弃的呼叫对服务水平有正面积极的影响</strong>（用于操纵服务水平）</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在阈值时间内响应的呼叫数量加上在阈值中被放弃的呼叫数量，所有这些都除以服务水平事件中的呼叫数量。这样就把这些被放弃的电话当作是在阈值时间内应答的了。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;text-align:center;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<img style="list-style-type:none;font-size:12px;border-top:0px;height:300px;border-right:0px;width:510px;border-bottom:0px;float:none;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;" alt="" src="//www.ctiforum.com/uploadfile/2017/1129/202352.jpg" /></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　2、改变目标（尽管是暂时的）</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　我知道一名主管的当场决定，他把服务水平从90/15改为80/20，然后再重新计算，这样他们就不会达不到目标了！</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　3、加入一个电话筛选小组</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　一些企业设立了一个电话筛选或分类小组。这类似于企业的交换机，他们负责在将一个较长队列中的电话传输到适当的部门之前，快速应答这些呼叫。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　这有时用于掩盖服务水平的问题。例如，几年前，一家监管机构对接听电话的速度进行了测量。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在1996年至2005年之间，监管机构针对英国的在30秒内回答了90%电话的企业进行了监管，这是他们改善客户服务计划的一部分。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　在这个行业中，似乎显示出了良好的进步，从1996年到1997年的30秒内，有26%的电话没有被接听，而在2002年到2003年间，这一数字下降到了8%。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　我听到的传言是，一家公司试图通过加入一个小型电话筛选小组来绕过这个目标，他们会接电话，然后把它转到合适的部门（实际上是一个总机）。这通电话并没有得到更快的解决，但它使服务水平的数字看起来更好了。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　不管这是否属实，在2005年，监管机构用一套新的措施取代了单一的服务水平衡量标准，以提供“更全面的”电话处理方式。</div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	<strong style="list-style-type:none;font-size:14px;border-top:0px;border-right:0px;border-bottom:0px;float:none;color:#000000;padding-bottom:0px;padding-top:0px;padding-left:0px;clear:both;border-left:0px;margin:0px;line-height:26px;padding-right:0px;">　　你是如何测量服务水平的呢？</strong></div><div style="list-style-type:none;font-size:14px;border-top:0px;font-family:宋体, Arial, Helvetica, sans-serif;border-right:0px;white-space:normal;word-spacing:0px;border-bottom:0px;text-transform:none;float:none;font-weight:normal;color:#000000;padding-bottom:8px;font-style:normal;padding-top:8px;padding-left:0px;clear:both;border-left:0px;orphans:2;widows:2;margin:0px;letter-spacing:normal;line-height:23px;padding-right:0px;background-color:#ffffff;text-indent:0px;font-variant-ligatures:normal;font-variant-caps:normal;-webkit-text-stroke-width:0px;">	　　那么，你是如何测量服务水平的呢？你的服务水平阈值是多少？<br /><br />&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <a href="//jrxq168.com.cn" target="_blank">乐虎游戏科技</a>转载<br /><br 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