{"id":1967,"date":"2024-05-27T21:33:12","date_gmt":"2024-05-27T14:33:12","guid":{"rendered":"http:\/\/kthtx.vn\/?p=1967"},"modified":"2024-05-27T21:33:13","modified_gmt":"2024-05-27T14:33:13","slug":"kpi-phong-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/kthtx.vn\/index.php\/2024\/05\/27\/kpi-phong-dich-vu-khach-hang\/","title":{"rendered":"kpi ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n<p>C\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh (KPI) cho ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u00fap \u0111o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a \u0111\u1ed9i ng\u0169 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng trong vi\u1ec7c \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 KPI ph\u1ed5 bi\u1ebfn cho ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Th\u1eddi gian ph\u1ea3n h\u1ed3i l\u1ea7n \u0111\u1ea7u (First Response Time &#8211; FRT)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>Th\u1eddi gian trung b\u00ecnh t\u1eeb khi kh\u00e1ch h\u00e0ng g\u1eedi y\u00eau c\u1ea7u \u0111\u1ebfn khi nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ph\u1ea3n h\u1ed3i l\u1ea7n \u0111\u1ea7u ti\u00ean.<\/li><li>C\u00f4ng th\u1ee9c: FRT = T\u1ed5ng th\u1eddi gian ph\u1ea3n h\u1ed3i l\u1ea7n \u0111\u1ea7u \/ S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 (Resolution Time)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>Th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed9t y\u00eau c\u1ea7u ho\u1eb7c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li><li>C\u00f4ng th\u1ee9c: Resolution Time = T\u1ed5ng th\u1eddi gian gi\u1ea3i quy\u1ebft \/ S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft ngay l\u1ea7n \u0111\u1ea7u (First Contact Resolution &#8211; FCR)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u1ee7a c\u00e1c y\u00eau c\u1ea7u \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ngay trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean m\u00e0 kh\u00f4ng c\u1ea7n ph\u1ea3i theo d\u00f5i th\u00eam.<\/li><li>C\u00f4ng th\u1ee9c: FCR = (S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u gi\u1ea3i quy\u1ebft ngay l\u1ea7n \u0111\u1ea7u \/ T\u1ed5ng s\u1ed1 y\u00eau c\u1ea7u) x 100%.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Satisfaction &#8211; CSAT)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi d\u1ecbch v\u1ee5 nh\u1eadn \u0111\u01b0\u1ee3c, th\u01b0\u1eddng th\u00f4ng qua kh\u1ea3o s\u00e1t.<\/li><li>C\u00f4ng th\u1ee9c: CSAT = (T\u1ed5ng \u0111i\u1ec3m h\u00e0i l\u00f2ng \/ T\u1ed5ng s\u1ed1 ph\u1ea3n h\u1ed3i) x 100%.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Ch\u1ec9 s\u1ed1 khuy\u1ebfn ngh\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng (Net Promoter Score &#8211; NPS)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>\u0110o l\u01b0\u1eddng kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng s\u1ebd gi\u1edbi thi\u1ec7u d\u1ecbch v\u1ee5 ho\u1eb7c s\u1ea3n ph\u1ea9m cho ng\u01b0\u1eddi kh\u00e1c.<\/li><li>C\u00f4ng th\u1ee9c: NPS = % Promoters &#8211; % Detractors.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u x\u1eed l\u00fd (Number of Tickets Handled)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u ho\u1eb7c v\u00e9 h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c x\u1eed l\u00fd trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>T\u1ef7 l\u1ec7 b\u1ecf cu\u1ed9c (Abandonment Rate)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u1ee7a c\u00e1c cu\u1ed9c g\u1ecdi ho\u1eb7c y\u00eau c\u1ea7u m\u00e0 kh\u00e1ch h\u00e0ng t\u1eeb b\u1ecf tr\u01b0\u1edbc khi nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i.<\/li><li>C\u00f4ng th\u1ee9c: Abandonment Rate = (S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u b\u1ecb b\u1ecf cu\u1ed9c \/ T\u1ed5ng s\u1ed1 y\u00eau c\u1ea7u) x 100%.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Th\u1eddi gian ch\u1edd \u0111\u1ee3i trung b\u00ecnh (Average Wait Time)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>Th\u1eddi gian trung b\u00ecnh m\u00e0 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd tr\u01b0\u1edbc khi \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5.<\/li><li>C\u00f4ng th\u1ee9c: Average Wait Time = T\u1ed5ng th\u1eddi gian ch\u1edd \u0111\u1ee3i \/ S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft t\u1ef1 \u0111\u1ed9ng (Self-Service Usage Rate)<\/strong>:<\/li><\/ol>\n\n\n\n<ul class=\"wp-block-list\"><li>T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u1ee7a c\u00e1c y\u00eau c\u1ea7u \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft th\u00f4ng qua c\u00e1c k\u00eanh t\u1ef1 ph\u1ee5c v\u1ee5 nh\u01b0 chatbot, FAQ ho\u1eb7c c\u1ed5ng th\u00f4ng tin kh\u00e1ch h\u00e0ng.<\/li><li>C\u00f4ng th\u1ee9c: Self-Service Usage Rate = (S\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u t\u1ef1 ph\u1ee5c v\u1ee5 \/ T\u1ed5ng s\u1ed1 y\u00eau c\u1ea7u) x 100%.<\/li><\/ul>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i (Customer Retention Rate)<\/strong>:<ul><li>T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u1ee7a kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 sau m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/li><li>C\u00f4ng th\u1ee9c: Customer Retention Rate = ((S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng cu\u1ed1i k\u1ef3 &#8211; S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi) \/ S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u1ea7u k\u1ef3) x 100%.<\/li><\/ul><\/li><\/ol>\n\n\n\n<p>C\u00e1c KPI n\u00e0y gi\u00fap ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng theo d\u00f5i v\u00e0 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t, \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd \u0111\u00e1p \u1ee9ng v\u00e0 v\u01b0\u1ee3t qua k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 duy tr\u00ec v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng b\u1ec1n v\u1eefng.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>C\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh (KPI) cho ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u00fap \u0111o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a \u0111\u1ed9i ng\u0169 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng trong vi\u1ec7c \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 KPI ph\u1ed5 bi\u1ebfn cho ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch &hellip; <\/p>\n","protected":false},"author":1,"featured_media":1890,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[101],"tags":[],"class_list":["post-1967","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","grid-sizer"],"_links":{"self":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts\/1967","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/comments?post=1967"}],"version-history":[{"count":1,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts\/1967\/revisions"}],"predecessor-version":[{"id":1968,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts\/1967\/revisions\/1968"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/media\/1890"}],"wp:attachment":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/media?parent=1967"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/categories?post=1967"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/tags?post=1967"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}