{"id":230957,"date":"2024-07-26T21:23:36","date_gmt":"2024-07-26T19:23:36","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/6-strategii-de-top-de-rutare-ivr-pentru-a-va-servi-mai-bine-clientii\/"},"modified":"2024-08-12T12:49:21","modified_gmt":"2024-08-12T10:49:21","slug":"6-strategii-de-top-de-rutare-ivr-pentru-a-va-servi-mai-bine-clientii","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/6-strategii-de-top-de-rutare-ivr-pentru-a-va-servi-mai-bine-clientii\/","title":{"rendered":"6 strategii de top de rutare IVR pentru a v\u0103 servi mai bine clien\u021bii"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading\">6 strategii de top de rutare IVR pentru \u00eembun\u0103t\u0103\u021birea c\u0103l\u0103toriilor clien\u021bilor<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">CONTACT V\u00c2NZ\u0102RI<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">\u00ceNCEARC\u0102 GRATUIT<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1024x576.png\" alt=\"\" class=\"wp-image-209342\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\"><a href=\"https:\/\/www.zendesk.co.uk\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener\">Dou\u0103 treimi dintre clien\u021bii<\/a> care cred c\u0103 unei companii \u00eei pas\u0103 de starea lor emo\u021bional\u0103 vor deveni probabil clien\u021bi fideli.\n\u0218i nimic nu spune &#8222;sunte\u021bi valoros pentru noi&#8221; mai mult dec\u00e2t o experien\u021b\u0103 rapid\u0103 \u0219i eficient\u0103 a centrului de apeluri, care, de asemenea, va construi rapid rela\u021bii cu clien\u021bii \u0219i loialitate. <\/p>\n\n\n\n<p>Modul \u00een care direc\u021biona\u021bi apelurile clien\u021bilor are un impact enorm asupra vitezei \u0219i eficien\u021bei rezolv\u0103rii apelurilor.\nPrin urmare, optimizarea strategiei de rutare a centrului dvs. de contact este unul dintre cele mai bune lucruri pe care le pute\u021bi face pentru clien\u021bii <em>\u0219i <\/em>afacerea dvs.   <\/p>\n\n\n\n<p>Tehnologia IVR ofer\u0103 mai multe modalit\u0103\u021bi sofisticate de direc\u021bionare a apelurilor.\nAici, vom analiza \u0219ase dintre cele mai bune strategii de rutare IVR disponibile. <\/p>\n\n\n\n<p><strong>Principalele concluzii:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Strategia corect\u0103 de rutare IVR poate face o diferen\u021b\u0103 uria\u0219\u0103 \u00een ceea ce prive\u0219te timpul mediu de a\u0219teptare \u0219i satisfac\u021bia clien\u021bilor care apeleaz\u0103 la call center-ul dvs.<\/li>\n\n\n\n<li>Exist\u0103 multe modalit\u0103\u021bi de direc\u021bionare a apelurilor IVR, inclusiv direc\u021bionarea \u00een func\u021bie de loca\u021bia clientului, interac\u021biunile anterioare ale clientului \u0219i seturile de competen\u021be disponibile ale agentului.<\/li>\n\n\n\n<li>Solu\u021biile IVR cloud ofer\u0103 o modalitate foarte rentabil\u0103 de a implementa strategii sofisticate de rutare a apelurilor.\nConsulta\u021bi ghidul nostru de <a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\">pre\u021buri pentru sistemele IVR<\/a> pentru a afla mai multe. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Ce este IVR \u0219i cum func\u021bioneaz\u0103?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/ce-este-ivr-raspuns-vocal-interactiv\/\">R\u0103spunsul vocal interactiv (IVR)<\/a> este un sistem care permite clien\u021bilor s\u0103 interac\u021bioneze cu sistemul centrului dvs. de apeluri, astfel \u00eenc\u00e2t acesta s\u0103 \u00eei poat\u0103 direc\u021biona c\u0103tre cea mai rapid\u0103 solu\u021bie posibil\u0103.  <\/p>\n\n\n\n<p>De obicei, un apelant se conecteaz\u0103 la un meniu IVR atunci c\u00e2nd contacteaz\u0103 centrul dvs. de apeluri \u0219i i se prezint\u0103 o serie de op\u021biuni.\nApoi, acesta utilizeaz\u0103 fie tastatura, fie vocea pentru a alege op\u021biunea potrivit\u0103 pentru el.   <\/p>\n\n\n\n<p>Lucr\u00e2nd cu distribu\u021bia automat\u0103 a apelurilor (ACD) \u0219i cu func\u021bionalitatea de rutare a apelurilor, sistemul direc\u021bioneaz\u0103 apelantul c\u0103tre cel mai bun loc pentru a ob\u021bine r\u0103spunsurile de care are nevoie.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Cum func\u021bioneaz\u0103 un centru de contact g\u0103zduit<\/h3>\n\n\n\n<p>Cu o solu\u021bie de centru de contact g\u0103zduit\u0103, pl\u0103ti\u021bi o tax\u0103 de abonament unui furnizor ter\u021b, care v\u0103 ofer\u0103 apoi acces la hardware-ul \u0219i software-ul de care ave\u021bi nevoie.\nFurnizorul este responsabil pentru actualizarea \u0219i \u00eentre\u021binerea solu\u021biei, lu\u00e2ndu-v\u0103 aceste griji de pe umeri. <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Cre\u0219te\u021bi CSAT-ul \u0219i reduce\u021bi rata de \u0219omaj cu cele mai bune 5 solu\u021bii IVR din  2025<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"213\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png\" alt=\"\" class=\"wp-image-202809\" style=\"object-fit:cover\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24.png 450w\" sizes=\"auto, (max-width: 213px) 100vw, 213px\" \/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/5-best-ivr-solutions\/\">Cite\u0219te gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Cele mai bune strategii de rutare IVR pentru eficientizarea interac\u021biunilor cu clien\u021bii<\/h2>\n\n\n\n<p>rutarea apelurilor IVR este o subsec\u021biune specific\u0103 a rut\u0103rii apelurilor care implic\u0103 direc\u021bionarea apelan\u021bilor c\u0103tre persoana potrivit\u0103, utiliz\u00e2nd promptere vocale interactive.\nSistemul de rutare vorbe\u0219te verbal cu fiecare client printr-o serie de meniuri de rutare.   <\/p>\n\n\n\n<p>Dac\u0103 dori\u021bi s\u0103 afla\u021bi mai multe despre rutarea apelurilor \u00een general, avem un ghid complet despre <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/ce-este-rutarea-apelurilor-si-cum-va-poate-avantaja\/\">rutarea apelurilor<\/a>.<\/p>\n\n\n\n<p>Acum, s\u0103 discut\u0103m despre un IVR alimentat cu inteligen\u021b\u0103 artificial\u0103.\nAcesta poate face mai mult dec\u00e2t s\u0103 direc\u021bioneze pur \u0219i simplu clien\u021bii \u00een func\u021bie de indica\u021biile vocale recunoscute sau de ap\u0103sarea tastaturii.\nAcesta poate direc\u021biona clien\u021bii \u00een mod inteligent, utiliz\u00e2nd factori precum datele despre clien\u021bi din resurse disponibile, cum ar fi sistemele CRM conectate.    <\/p>\n\n\n\n<p>Strategia de rutare IVR pe care o alege\u021bi va determina modul \u00een care IVR distribuie apelurile.  <\/p>\n\n\n\n<p>Exist\u0103 mai multe strategii de rutare IVR din care pute\u021bi alege.\nS\u0103 trecem \u00een revist\u0103 unele dintre cele mai populare: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare direct\u0103<\/h3>\n\n\n\n<p>Rutarea direct\u0103 este relativ simpl\u0103.\nApelan\u021bii pot alege dintr-o serie de departamente\/servicii \u0219i vor fi direc\u021biona\u021bi direct acolo.\nProbabil sunte\u021bi familiariza\u021bi cu formatul centrului de contact &#8222;Ap\u0103sa\u021bi unu pentru v\u00e2nz\u0103ri, ap\u0103sa\u021bi doi pentru pl\u0103\u021bi&#8230;&#8221;.\nCu toate acestea, rutarea direct\u0103 poate func\u021biona \u0219i prin recunoa\u0219tere vocal\u0103.   <\/p>\n\n\n\n<p>S\u0103 spunem, de exemplu, c\u0103 un apelant dore\u0219te s\u0103 pl\u0103teasc\u0103 o factur\u0103.\n\u00centr-o <strong>configura\u021bie<\/strong> tipic\u0103 de <strong>rutare direct\u0103<\/strong>, IVR \u00eel va \u00eentreba ce serviciu\/departament dore\u0219te.\nApelantul va spune ceva de genul &#8222;Pl\u0103\u021bi&#8221; sau &#8222;Pl\u0103te\u0219te-mi factura&#8221;, iar IVR \u00eel va trimite direct la departamentul de pl\u0103\u021bi.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare bazat\u0103 pe competen\u021be<\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\">Rutarea bazat\u0103 pe competen\u021be<\/a> este pu\u021bin mai complicat\u0103 dec\u00e2t rutarea direct\u0103 \u0219i este util\u0103 pentru apelurile mai complexe.  <\/p>\n\n\n\n<p>De exemplu, un centru de asisten\u021b\u0103 care se ocup\u0103 de probleme tehnice poate beneficia de o rutare bazat\u0103 pe competen\u021be, deoarece apelan\u021bii au probabil nevoie de competen\u021be \u0219i cuno\u0219tin\u021be specifice pentru a-\u0219i rezolva problemele.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"676\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1024x676.png\" alt=\"\" class=\"wp-image-209355\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1024x676.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-300x198.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-768x507.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1124x742.png 1124w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-649x428.png 649w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-424x280.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-171x113.png 171w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-88x58.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups.png 1373w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Cu o strategie de rutare bazat\u0103 pe competen\u021be, IVR-ul va lua \u00een considerare nevoile clientului, a\u0219a cum rezult\u0103 din r\u0103spunsurile acestuia la op\u021biunile din meniu.\nApoi, va face referin\u021be \u00eencruci\u0219ate \u00eentre ceea ce \u00eenva\u021b\u0103 \u0219i datele pe care le are despre agen\u021bii disponibili.\nAceasta va direc\u021biona apoi apelantul c\u0103tre cel mai bun agent posibil pentru a r\u0103spunde nevoilor sale.  <\/p>\n\n\n\n<p>Rutierea bazat\u0103 pe competen\u021be, \u00eempreun\u0103 cu o echip\u0103 puternic\u0103 de agen\u021bi, este excelent\u0103 pentru rezolvarea rapid\u0103 \u0219i eficient\u0103 a problemelor clien\u021bilor.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare inteligent\u0103 bazat\u0103 pe date<\/h3>\n\n\n\n<p>Rutare IVR inteligent\u0103, cunoscut\u0103 uneori sub denumirea de <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">rutare bazat\u0103 pe apelant<\/a>, utilizeaz\u0103 datele pe care le de\u021bine\u021bi deja pentru a determina cea mai bun\u0103 rut\u0103 pentru fiecare apelant \u00een parte.<\/p>\n\n\n\n<p>O solu\u021bie de apelare pentru afaceri precum CloudTalk &#8211; cu func\u021bia IVR \u00eencorporat\u0103 &#8211; se integreaz\u0103 perfect cu instrumente precum CRM \u0219i software-ul de marketing.\nAceasta poate extrage date din aceste instrumente pentru a ob\u021bine cele mai bune informa\u021bii posibile despre apelan\u021bii care sosesc \u0219i \u00eei poate direc\u021biona pe baza acestor informa\u021bii. <\/p>\n\n\n\n<p>De exemplu, este posibil ca un agent anterior s\u0103 fi etichetat \u00een CRM faptul c\u0103 un anumit client are o problem\u0103 continu\u0103.\nIVR-ul poate utiliza aceste date pentru a direc\u021biona clientul c\u0103tre un agent care \u00eei cunoa\u0219te situa\u021bia (poate acela\u0219i agent) sau c\u0103tre departamentul cel mai bine echipat pentru a-l ajuta. <\/p>\n\n\n\n<p>O rutare inteligent\u0103, bazat\u0103 pe date, ofer\u0103 un serviciu extrem de personalizat care poate economisi mult timp clien\u021bilor \u0219i agen\u021bilor.\nEste excelent pentru a ajuta clien\u021bii cu valoare ridicat\u0103 \u0219i pentru a r\u0103spunde nevoilor urgente. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare bazat\u0103 pe timp<\/h3>\n\n\n\n<p>Rutarea \u00een func\u021bie de timp direc\u021bioneaz\u0103 apelurile \u00een mod diferit \u00een func\u021bie de momentul zilei.<\/p>\n\n\n\n<p>De exemplu, \u00een afara orelor de program, IVR ar putea direc\u021biona apelan\u021bii c\u0103tre serviciul dvs. \u00een afara orelor de program sau c\u0103tre mesageria vocal\u0103.  <\/p>\n\n\n\n<p>\u00cen mod similar, dac\u0103 ave\u021bi clien\u021bi r\u0103sp\u00e2ndi\u021bi \u00een \u00eentreaga lume, apelurile care sosesc \u00eentr-un fus orar \u00een afara orelor de lucru ar putea fi direc\u021bionate c\u0103tre un agent disponibil \u00een alt fus orar.<\/p>\n\n\n\n<p>Rutarea \u00een func\u021bie de timp este excelent\u0103 pentru a reduce stresul din perioadele aglomerate sau cu personal redus.\nDe asemenea, poate scuti clien\u021bii de frustrarea de a a\u0219tepta agen\u021bi indisponibili \u0219i \u00eei poate pune \u00een leg\u0103tur\u0103 cu un agent sau un serviciu disponibil c\u00e2t mai repede posibil. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare bazat\u0103 pe loca\u021bie<\/h3>\n\n\n\n<p>\u00centreprinderile globale pot beneficia enorm de pe urma rutei bazate pe loca\u021bie.\n\u00cen loc s\u0103 fie redirec\u021biona\u021bi c\u0103tre un call center centralizat, unde agen\u021bii s-ar putea s\u0103 nu fie echipa\u021bi s\u0103 se ocupe de probleme regionale specifice, rutarea bazat\u0103 pe loca\u021bie va direc\u021biona clien\u021bii c\u0103tre cel mai potrivit centru sau agent \u00een func\u021bie de loca\u021bia lor. <\/p>\n\n\n\n<p>S\u0103 spunem, de exemplu, c\u0103 ave\u021bi o afacere cu sucursale \u00een toat\u0103 Europa.\nRutare bazat\u0103 pe loca\u021bie poate direc\u021biona clien\u021bii c\u0103tre filiala cea mai apropiat\u0103 de ei. <\/p>\n\n\n\n<p>Rutarea bazat\u0103 pe loca\u021bie este excelent\u0103 pentru \u00eentreprinderile mari sau pentru \u00eentreprinderile cu o prezen\u021b\u0103 global\u0103.\nCu un furnizor de comunica\u021bii bazat pe cloud, pute\u021bi configura cu u\u0219urin\u021b\u0103 o re\u021bea de agen\u021bi de servicii pentru clien\u021bi pentru a v\u0103 oferi o prezen\u021b\u0103 local\u0103 \u00een \u00eentreaga lume.\nDe exemplu, CloudTalk ofer\u0103 cea mai bun\u0103 acoperire de pe pia\u021b\u0103 a peste 160 <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/numere-de-telefon-internationale-pentru-call-center-ul-tau\/\">numere interna\u021bionale<\/a>.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rutare Self-Service<\/h3>\n\n\n\n<p>Self-service-ul este incredibil de popular \u00een r\u00e2ndul genera\u021biilor tinere.\n\u00cen 2022, <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2023-10-30-adapting-to-the-customer-service-preferences-of-gen-z-and-millennials\" target=\"_blank\" rel=\"noopener\">Gartner a descoperit c\u0103 38%<\/a> dintre clien\u021bii milenari \u0219i din genera\u021bia Z ar renun\u021ba \u0219i ar abandona orice interac\u021biune cu serviciul clien\u021bi dac\u0103 nu ar putea s\u0103 o rezolve singuri prin automatizarea autoservirii.   <\/p>\n\n\n\n<p>Astfel, rutarea cu autoservire este o alegere bun\u0103 pentru \u00eentreprinderile cu clien\u021bi tineri.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"888\" height=\"698\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf.png\" alt=\"\" class=\"wp-image-184960\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf.png 888w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-300x236.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-768x604.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-545x428.png 545w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-424x333.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-144x113.png 144w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-88x69.png 88w\" sizes=\"auto, (max-width: 888px) 100vw, 888px\" \/><\/figure>\n\n\n\n<p>IVR-ul inteligent \u0219i instrumentele precum CloudTalk&#8217;s <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/call-flow-designer\/\">Call Flow Designer<\/a> faciliteaz\u0103 configurarea rutelor automatizate de self-service pentru tranzac\u021bii mai simple.\nDe exemplu, cu ajutorul datelor \u0219i al integr\u0103rilor potrivite, lucruri precum pl\u0103\u021bile \u0219i program\u0103rile pot fi f\u0103cute cu u\u0219urin\u021b\u0103 prin IVR inteligent, f\u0103r\u0103 a fi nevoie s\u0103 interac\u021biona\u021bi cu un agent uman. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Alege\u021bi strategia corect\u0103 de rutare IVR \u0219i cre\u0219te\u021bi ratele FCR<\/h2>\n\n\n\n<p>A\u0219adar, ave\u021bi o mul\u021bime de op\u021biuni pentru strategia dvs. de rutare a apelurilor IVR.\nAlege\u021bi-o pe cea care se potrive\u0219te cel mai bine afacerii \u0219i clien\u021bilor dvs. sau concepe\u021bi-v\u0103 propria strategie, unic\u0103. <\/p>\n\n\n\n<p>Cu CloudTalk pute\u021bi personaliza \u0219i crea cu u\u0219urin\u021b\u0103 cea mai bun\u0103 strategie de rutare a apelurilor IVR pentru dumneavoastr\u0103.<\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#DFF0F6\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Pentru a afla cum func\u021bioneaz\u0103 IVR, designerul nostru intuitiv de fluxuri de apeluri \u0219i alte caracteristici<strong> <\/strong>, da\u021bi-ne un telefon sau \u00eencepe\u021bi o \u00eencercare gratuit\u0103.<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"\" class=\"wp-image-201222\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/ro\/perioada-de-incercare-cloudtalk-14-zile\/\">\u00cencearc\u0103 gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u00centreb\u0103ri frecvente privind rutarea IVR<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce tip de rutare IVR este cel mai bun pentru afacerea ta?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Cel mai bun tip de rutare IVR pentru afacerea dvs. depinde foarte mult de ceea ce face\u021bi, de modul \u00een care opera\u021bi \u0219i de preferin\u021bele clien\u021bilor dvs.<\/p>\n<p>De exemplu, o afacere care este r\u0103sp\u00e2ndit\u0103 \u00een mai multe \u021b\u0103ri ar putea beneficia de o strategie local\u0103 de rutare a apelurilor, care s\u0103 pun\u0103 clien\u021bii \u00een leg\u0103tur\u0103 cu un agent care le vorbe\u0219te limba \u0219i care este familiarizat cu problemele regionale.<\/p>\n<p>O \u00eentreprindere cu o baz\u0103 de clien\u021bi tineri va beneficia de numeroase op\u021biuni de autoservire.<br \/>\nO strategie de rutare self-service va direc\u021biona apelan\u021bii c\u0103tre op\u021biuni self-service, atunci c\u00e2nd este posibil, mai degrab\u0103 dec\u00e2t c\u0103tre agen\u021bi.   <\/p>\n<p>Dac\u0103 este probabil ca clien\u021bii s\u0103 sune cu probleme complexe care necesit\u0103 ajutor calificat, o strategie de rutare bazat\u0103 pe competen\u021be \u00eei va pune rapid \u00een leg\u0103tur\u0103 cu persoana cea mai calificat\u0103 pentru a-i ajuta.<\/p>\n<p>Prin urmare, atunci c\u00e2nd decide\u021bi care este cea mai bun\u0103 strategie de rutare pentru afacerea dumneavoastr\u0103, g\u00e2ndi\u021bi-v\u0103 la ceea ce <em>dumneavoastr\u0103<\/em> \u0219i clien\u021bii <em>dumneavoastr\u0103<\/em> ave\u021bi nevoie cel mai mult.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Care este diferen\u021ba dintre IVR \u0219i ACD?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>At\u00e2t IVR (Interactive Voice Response), c\u00e2t \u0219i ACD (Automatic Call Distribution) sunt utilizate pentru a direc\u021biona apelurile c\u0103tre agentul sau departamentul potrivit.<br \/>\nDar nu sunt acela\u0219i lucru. <\/p>\n<p>Un sistem ACD este, \u00een esen\u021b\u0103, un router de apeluri.<br \/>\nEste tehnologia care trimite apelan\u021bii c\u0103tre un agent, serviciu sau departament \u00een func\u021bie de strategia de rutare a apelurilor a \u00eentreprinderii. <\/p>\n<p>Un sistem IVR este, de asemenea, implicat \u00een rutarea apelurilor, dar prin colectarea de date \u0219i interac\u021biunea cu clien\u021bii pentru a descoperi unde este mai bine ca ACD s\u0103 le trimit\u0103.<\/p>\n<p>Prin urmare, IVR \u0219i ACD nu sunt sisteme opuse, ci lucreaz\u0103 \u00eempreun\u0103.<br \/>\nUn IVR ac\u021bioneaz\u0103 ca &#8222;front of house&#8221;, furniz\u00e2nd date c\u0103tre ACD, care apoi direc\u021bioneaz\u0103 rapid clientul c\u0103tre agentul\/serviciul potrivit. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Cum pot configura un flux de apeluri IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Este simplu s\u0103 configura\u021bi un flux de apeluri IVR cu ajutorul Designerului intuitiv de fluxuri de apeluri CloudTalk.<br \/>\nPute\u021bi crea cu u\u0219urin\u021b\u0103 parcursuri ale apelurilor clien\u021bilor complet personalizate, de la \u00eenceput p\u00e2n\u0103 la sf\u00e2r\u0219it.<br \/>\nAfla\u021bi mai multe despre cum func\u021bioneaz\u0103 <a href=\"https:\/\/staging.cloudtalk.io\/call-flow-designer\/\" target=\"_blank\" rel=\"noopener\">aici<\/a>.  <\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Dou\u0103 treimi dintre clien\u021bii care cred c\u0103 unei companii \u00eei pas\u0103 de starea lor emo\u021bional\u0103 vor deveni probabil clien\u021bi fideli&#8230;.<\/p>\n","protected":false},"author":131,"featured_media":209350,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-230957","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230957","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/users\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/comments?post=230957"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230957\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/209350"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=230957"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=230957"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=230957"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}