{"id":229391,"date":"2024-07-22T13:13:59","date_gmt":"2024-07-22T11:13:59","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/hlasenia-call-centra-2024\/"},"modified":"2024-10-18T19:09:41","modified_gmt":"2024-10-18T17:09:41","slug":"hlasenia-call-centra-2024","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/hlasenia-call-centra-2024\/","title":{"rendered":"Hl\u00e1senia call centra: V\u00e1\u0161 definit\u00edvny sprievodca(2026)"},"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 has-text-align-left has-black-color has-text-color\" id=\"call-center-reporting-the-definitive-guide-2021-1\">Hl\u00e1senia call centra: (2025)<\/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\">KONTAKTUJTE PREDAJ<\/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\">VYSK\u00da\u0160A\u0164 ZDARMA<\/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\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png\" alt=\"\" class=\"wp-image-203343\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">Ako dlho bud\u00fa volaj\u00faci \u010daka\u0165 vo fronte, k\u00fdm zavesia?\nAko \u010dasto s\u00fa ich ot\u00e1zky vyrie\u0161en\u00e9 na prv\u00fdkr\u00e1t?\nAko s\u00fa celkovo spokojn\u00ed so slu\u017ebami, ktor\u00e9 va\u0161e call centrum pon\u00faka?\nReportovanie call centra v\u00e1m m\u00f4\u017ee poskytn\u00fa\u0165 v\u0161etky tieto odpovede a e\u0161te viac.   <\/p>\n\n\n\n<p>Ako pr\u00edklad uvedieme mieru vyrie\u0161enia prv\u00e9ho hovoru, celosvetov\u00e1 referen\u010dn\u00e1 hodnota je <a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">70-75 %<\/a>.\nSp\u013a\u0148a teda va\u0161e call centrum tieto krit\u00e9ri\u00e1 a \u010do robi\u0165, ak to neviete? <\/p>\n\n\n\n<p>Je ve\u013emi d\u00f4le\u017eit\u00e9 sledova\u0165 v\u00fdkonnos\u0165 v\u00e1\u0161ho call centra.\nNem\u00f4\u017eete zlep\u0161i\u0165 to, \u010do nedok\u00e1\u017eete zmera\u0165, preto sa prip\u00fatajte a podrobne sa zozn\u00e1mte s tajn\u00fdmi inform\u00e1ciami o vykazovan\u00ed call centra, ktor\u00e9 v\u00e1m pom\u00f4\u017eu dosiahnu\u0165 spr\u00e1vny v\u00fdsledok. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 poznatky: <\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>K\u013e\u00fa\u010dov\u00fdm prvkom \u00faspechu s\u00fa efekt\u00edvne spr\u00e1vy call centra.\nZamerajte sa na stanovenie prior\u00edt KPI, stanovenie referen\u010dn\u00fdch hodn\u00f4t, holistick\u00e9 \u00favahy a stanovenie cie\u013eov na neust\u00e1le zlep\u0161ovanie. <\/li>\n\n\n\n<li>Obchodn\u00e9, z\u00e1kazn\u00edcke a procesn\u00e9 k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti maj\u00fa vplyv na vidite\u013enos\u0165, s\u00fadr\u017enos\u0165 t\u00edmu a spokojnos\u0165 z\u00e1kazn\u00edkov, ako aj na prev\u00e1dzkov\u00fa efekt\u00edvnos\u0165.<\/li>\n\n\n\n<li>Rie\u0161enia pre reportovanie kontaktn\u00fdch centier, ako je CloudTalk, zjednodu\u0161uj\u00fa reportovanie pomocou metr\u00edk v re\u00e1lnom \u010dase, informa\u010dn\u00fdch panelov a preh\u013eadov.\nTo zvy\u0161uje efektivitu call centra prostredn\u00edctvom komplexn\u00fdch \u00fadajov, ktor\u00e9 pom\u00e1haj\u00fa pri prij\u00edman\u00ed informovan\u00fdch rozhodnut\u00ed. <\/li>\n\n\n\n<li>Neust\u00e1le zdokona\u013eovanie, od alfa spr\u00e1v a\u017e po testovanie koncov\u00fdmi pou\u017e\u00edvate\u013emi, zabezpe\u010duje prisp\u00f4sobivos\u0165 zmen\u00e1m v odvetv\u00ed.\nV\u00fdsledkom s\u00fa relevantn\u00e9 \u00fadaje pre agiln\u00e9 a efekt\u00edvne rozhodovanie. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-is-call-center-reporting\">\u010co je Call Center Reporting?<\/h2>\n\n\n\n<p>Call center reporting\u2014or contact center reporting for those of you with diverse communication channels\u2014is the process of transforming raw data (real-time and historical) into actionable insights. Those insights are presented as easy-to-understand call or contact center reports,\u00a0 often focused on Key Performance Indicators (KPIs). The goal is to boost customer experience and agent performance.<br\/>Commonly tracked data streams include those from your Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and <a href=\"https:\/\/test-staging.cloudtalk.io\/call-center-workforce-management-solution\/\">Workforce Management System<\/a> (WFM).<\/p>\n\n\n\n<p>Po zhroma\u017eden\u00ed t\u00fdchto \u00fadajov ich m\u00f4\u017eete usporiada\u0165 a rozdeli\u0165 do k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti.\nNi\u017e\u0161ie si uvedieme nieko\u013eko pr\u00edkladov skvel\u00fdch KPI, ktor\u00e9 m\u00f4\u017eete sledova\u0165 v r\u00e1mci vykazovania hovorov alebo kontaktn\u00e9ho centra. <\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\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\">Objavte funkcie, ktor\u00e9 mus\u00edte ma\u0165 pre svoje call centrum<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"642\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-Must-have-features.svg\" alt=\"\" class=\"wp-image-177200\"\/><\/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\/?page_id=174943\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"call-center-reporting-kpis\">K\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti v oblasti hl\u00e1sen\u00ed call centra<\/h2>\n\n\n\n<p>The most useful call center report is one that\u2019s customized to <em>your<\/em> call or contact center. It should provide insights into what <em>you<\/em> know to be the most important indicators of success and high performance for your business.\u00a0<br\/>Let\u2019s take a look at some KPIs you might choose to build your <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/analytika\/\">call center analytics<\/a> and reporting around:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"business-critical-kpis\"><strong>Kritick\u00e9 k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti podniku<\/strong><\/h3>\n\n\n\n<p>Nep\u00fdtate sa, \u010di nie s\u00fa v\u0161etky k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti &#8222;kritick\u00e9 pre podnikanie&#8220;? \u00c1no. S\u00fa to v\u0161ak ukazovatele, ktor\u00e9 v\u00e1m m\u00f4\u017eu poskytn\u00fa\u0165 360-stup\u0148ov\u00fd poh\u013ead zhora nadol na va\u0161u \u010dinnos\u0165. Na rozdiel od t\u00fdch, ktor\u00e9 siahaj\u00fa trochu hlb\u0161ie do \u0161pecif\u00edk.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Sk\u00f3re \u010dist\u00fdch podporovate\u013eov (NPS)<\/h4>\n\n\n\n<p>Podobne ako spokojnos\u0165 z\u00e1kazn\u00edkov (CSAT) sa t\u00e1to metrika sna\u017e\u00ed zisti\u0165 spokojnos\u0165 va\u0161ich z\u00e1kazn\u00edkov.\nNPS m\u00e1 v\u0161ak obchodn\u00fd n\u00e1dych: meria pravdepodobnos\u0165, \u017ee va\u0161i z\u00e1kazn\u00edci odporu\u010dia v\u00e1\u0161 produkt niekomu in\u00e9mu.   <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?<\/strong> Preto\u017ee vysok\u00e9 \u010d\u00edslo znamen\u00e1 v\u00e4\u010d\u0161iu vidite\u013enos\u0165 v\u00e1\u0161ho produktu. <br\/><strong>Glob\u00e1lny benchmark: <\/strong>V jednotliv\u00fdch odvetviach sa v\u00fdrazne l\u00ed\u0161i<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Priemern\u00e1 miera obratu<\/h4>\n\n\n\n<p>T\u00e1to metrika kvantifikuje mieru fluktu\u00e1cie medzi agentmi v\u00e1\u0161ho call centra.\nCall centr\u00e1 maj\u00fa zl\u00fa poves\u0165 pre vysok\u00fa fluktu\u00e1ciu, ale pre va\u0161u prev\u00e1dzku to tak by\u0165 nemus\u00ed.   <br\/><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>Ak budete kl\u00e1s\u0165 d\u00f4raz na s\u00fadr\u017enos\u0165 svojho t\u00edmu, zn\u00ed\u017eite fluktu\u00e1ciu a zv\u00fd\u0161ite efektivitu.<\/p>\n\n\n\n<p>Predt\u00fdm, ako sa v\u00e1m podar\u00ed zlep\u0161i\u0165 obrat, mus\u00edte vedie\u0165, ako na tom ste.\nNa to sl\u00fa\u017eia spr\u00e1vy o riaden\u00ed call centra zameran\u00e9 na mieru fluktu\u00e1cie. <\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.observe.ai\/blog\/the-big-list-of-contact-center-interactions-and-kpis\" target=\"_blank\" rel=\"noopener\">Menej ako 37 %<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">N\u00e1klady na jeden kontakt<\/h4>\n\n\n\n<p>Mo\u017eno si poviete, \u017ee vynikaj\u00faci z\u00e1kazn\u00edcky servis sa ned\u00e1 oceni\u0165.\n\u010co v\u0161ak m\u00f4\u017eete urobi\u0165, je vy\u010d\u00edsli\u0165 n\u00e1klady na jeden kontakt.\nIde o priemern\u00e9 n\u00e1klady v\u00e1\u0161ho call alebo kontaktn\u00e9ho centra na ka\u017ed\u00fa interakciu so z\u00e1kazn\u00edkom.    <\/p>\n\n\n\n<p>N\u00e1klady na jeden kontakt vypo\u010d\u00edtate vydelen\u00edm celkov\u00fdch prev\u00e1dzkov\u00fdch v\u00fddavkov po\u010dtom hovorov alebo kontaktov vybaven\u00fdch v danom \u010dasovom obdob\u00ed.  <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>Sledovanie n\u00e1kladov na jeden kontakt v priebehu \u010dasu v\u00e1m pom\u00f4\u017ee pos\u00fadi\u0165 \u00faspe\u0161nos\u0165 opatren\u00ed na zn\u00ed\u017eenie n\u00e1kladov alebo efektivity.  <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">$5.50<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Sk\u00f3re zapojenia agentov<\/h4>\n\n\n\n<p><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/agent-engagement-comprehensive-guide\" target=\"_blank\" rel=\"noopener\">47 % mana\u017e\u00e9rov call centier<\/a> pova\u017euje fluktu\u00e1ciu a absenciu agentov za najv\u00e4\u010d\u0161\u00ed probl\u00e9m pri snahe o efekt\u00edvne fungovanie call alebo kontaktn\u00e9ho centra.\nU\u017e sme spom\u00ednali d\u00f4le\u017eitos\u0165 sledovania miery fluktu\u00e1cie.   <\/p>\n\n\n\n<p>Sk\u00f3re anga\u017eovanosti agentov poskytuje meradlo toho, ako s\u00fa agenti zapojen\u00ed do svojej ka\u017edodennej pr\u00e1ce.<\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>\u010c\u00edm viac s\u00fa agenti zapojen\u00ed, t\u00fdm men\u0161ia je pravdepodobnos\u0165, \u017ee od\u00eddu.\nA t\u00fdm menej je pravdepodobn\u00e9, \u017ee ich budete musie\u0165 nahradi\u0165.\nTento k\u013e\u00fa\u010dov\u00fd ukazovate\u013e v\u00fdkonnosti v\u00e1m teda pom\u00f4\u017ee predbehn\u00fa\u0165 probl\u00e9m fluktu\u00e1cie agentov a predpoveda\u0165, \u010di by mohli agenti od\u00eds\u0165.    <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/agent-engagement-comprehensive-guide\" target=\"_blank\" rel=\"noopener\">30 % ve\u013emi anga\u017eovan\u00fdch<\/a>, 11 % trochu anga\u017eovan\u00fdch, 54 % trochu neanga\u017eovan\u00fdch a 5 % ve\u013emi neanga\u017eovan\u00fdch.<\/p>\n\n\n\n<p>Podobne ako spokojnos\u0165 z\u00e1kazn\u00edkov (CSAT) sa t\u00e1to metrika sna\u017e\u00ed zisti\u0165 spokojnos\u0165 va\u0161ich z\u00e1kazn\u00edkov.\nNPS m\u00e1 v\u0161ak obchodn\u00fd n\u00e1dych: meria pravdepodobnos\u0165, \u017ee va\u0161i z\u00e1kazn\u00edci odporu\u010dia v\u00e1\u0161 produkt niekomu in\u00e9mu.\nTo je samozrejme d\u00f4le\u017eit\u00e9, preto\u017ee vysok\u00e9 \u010d\u00edslo znamen\u00e1 v\u00e4\u010d\u0161iu vidite\u013enos\u0165 v\u00e1\u0161ho produktu.    <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Kritick\u00e9 k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti z\u00e1kazn\u00edka<\/h3>\n\n\n\n<p>Spr\u00e1vy call centra by nemali by\u0165 v\u0161etky na najvy\u0161\u0161ej \u00farovni, z vt\u00e1\u010dej perspekt\u00edvy.\nNiekedy sa oplat\u00ed pribl\u00ed\u017ei\u0165 si konkr\u00e9tnych z\u00e1kazn\u00edkov.\nToto s\u00fa niektor\u00e9 k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti na \u00farovni z\u00e1kazn\u00edkov, ktor\u00e9 m\u00f4\u017eete pou\u017ei\u0165 ako s\u00fa\u010das\u0165 reportingu kontaktn\u00e9ho centra.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Rie\u0161enie prv\u00e9ho kontaktu (FCR)<\/h4>\n\n\n\n<p>T\u00e1to metrika meria mieru, v akej s\u00fa probl\u00e9my va\u0161ich z\u00e1kazn\u00edkov vyrie\u0161en\u00e9 prv\u00fdm agentom, s ktor\u00fdm hovoria.  <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>V podstate preto, \u017ee \u010d\u00edm vy\u0161\u0161ie je toto percento, t\u00fdm menej bud\u00fa va\u0161i z\u00e1kazn\u00edci frustrovan\u00ed z va\u0161ej firmy ako celku.\nKa\u017ed\u00fd m\u00e1 r\u00e1d, ke\u010f s\u00fa jeho probl\u00e9my r\u00fdchlo vyrie\u0161en\u00e9, v\u0161ak?   <\/p>\n\n\n\n<p>Luckily, CloudTalk has a fantastic feature that is sure to boost your FCR rates. It\u2019s called <a href=\"https:\/\/test-staging.cloudtalk.io\/preferred-agent\/\">Preferred Agent<\/a>, and it gives your contact center agents the ability to pair certain customers with certain agents. This means that if a customer and agent got along well during their first call, you can arrange for them to be directly linked the next time the customer calls your business.\u00a0<br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">70-75%<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u00darove\u0148 slu\u017eieb<\/h4>\n\n\n\n<p>A call center\u2019s service level is another of the most <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/porovnavanie-call-centier-10-klucovych-ukazovatelov-a-priemyselnych-standardov\/\">crucial call center metrics<\/a> for analytics and reporting. It\u2019s defined by the percentage of inbound calls answered by agents within a given amount of time. It\u2019s usually given as a pair of numbers, the most popular being the vaunted 80\/20 global call center standard.\u00a0<\/p>\n\n\n\n<p>\u00darove\u0148 slu\u017eieb 80\/20 pre va\u0161e call centrum jednoducho znamen\u00e1, \u017ee 80 percent prich\u00e1dzaj\u00facich hovorov va\u0161i agenti vybavia do 20 sek\u00fand.\nJe to \u013eahko merate\u013en\u00fd ukazovate\u013e, ktor\u00fd poskytuje dobr\u00fa a v\u0161eobecn\u00fa predstavu o pozornosti a efekt\u00edvnosti pracovn\u00edkov v\u00e1\u0161ho call centra.   <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?<\/strong>  Je to dobr\u00fd z\u00e1klad, na ktorom sa d\u00e1 postavi\u0165 spr\u00e1va o porovn\u00e1van\u00ed call centier na sledovanie v\u00fdkonnosti v priebehu \u010dasu.<br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong>Naj\u010dastej\u0161ie 80 % hovorov prijat\u00fdch do 20 sek\u00fand = 80\/20<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Priemern\u00e1 miera opustenia<\/h4>\n\n\n\n<p>Tento k\u013e\u00fa\u010dov\u00fd ukazovate\u013e v\u00fdkonnosti meria percento z\u00e1kazn\u00edkov, ktor\u00ed zavesia telef\u00f3n sk\u00f4r, ako sa im podar\u00ed spoji\u0165 s agentom.  <\/p>\n\n\n\n<p>Ve\u013emi z\u00e1le\u017e\u00ed na tom, ako je va\u0161e call centrum vy\u0165a\u017een\u00e9 a dobre obsaden\u00e9 &#8211; \u010d\u00edm viac agentov vybavuje prich\u00e1dzaj\u00face hovory, t\u00fdm r\u00fdchlej\u0161ie sa va\u0161i z\u00e1kazn\u00edci spoja s agentom a t\u00fdm men\u0161ia je pravdepodobnos\u0165, \u017ee zavesia sk\u00f4r, ako s niek\u00fdm hovoria.  <\/p>\n\n\n\n<p><strong>Why is that important? <\/strong>It\u2019s an <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/10-most-important-call-center-kpis-you-should-be-tracking\/\">important KPI to track<\/a> to assess overall efficiency and 5-8% is a good benchmark to aim for in regard to the average abandonment rate.\u00a0<br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong>5-8%<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Blokovan\u00e9 hovory<\/h4>\n\n\n\n<p>T\u00e1to metrika predstavuje percento z\u00e1kazn\u00edkov, ktor\u00ed volali do va\u0161ej spolo\u010dnosti a po\u010duli obsaden\u00fd t\u00f3n.  <\/p>\n\n\n\n<p>Percentu\u00e1lna hodnota priamo s\u00favis\u00ed s t\u00fdm, ako dobre je firma obsaden\u00e1, preto\u017ee z\u00e1kazn\u00edci po\u010duj\u00fa obsaden\u00fd t\u00f3n len vtedy, ke\u010f s\u00fa v\u0161etci agenti zanepr\u00e1zdnen\u00ed pomocou in\u00fdm \u013eu\u010fom.  <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>Po\u010du\u0165 obsaden\u00fd t\u00f3n je pre ka\u017ed\u00e9ho frustruj\u00face, najm\u00e4 ke\u010f sa sna\u017e\u00ed kontaktova\u0165 firmu.\nToto \u010d\u00edslo by malo by\u0165 \u010do najni\u017e\u0161ie.   <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.observe.ai\/blog\/the-big-list-of-contact-center-interactions-and-kpis\" target=\"_blank\" rel=\"noopener\">Menej ako 2 %<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Priemern\u00fd \u010das \u010dakania (AWT)<\/h4>\n\n\n\n<p>T\u00fato metriku z\u00edskate vydelen\u00edm celkov\u00e9ho \u010dasu, ktor\u00fd z\u00e1kazn\u00edci str\u00e1vili vo frontoch volaj\u00facich za dan\u00e9 obdobie, po\u010dtom hovorov, ktor\u00e9 boli v tomto obdob\u00ed prijat\u00e9.  <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>Je to \u013eahko vypo\u010d\u00edtate\u013en\u00fd ukazovate\u013e, ktor\u00fd v\u00e1m poskytne dobr\u00fa predstavu o tom, ako s\u00fa va\u0161i z\u00e1kazn\u00edci spokojn\u00ed s pozornos\u0165ou va\u0161ich agentov.  <\/p>\n\n\n\n<p>Pod\u013ea ned\u00e1vneho prieskumu Call Centre Helper <a href=\"https:\/\/www.callcentrehelper.com\/resource.php?id=1913\" target=\"_blank\" rel=\"noopener\">36 % volaj\u00facich<\/a> po\u010dk\u00e1 len do jednej min\u00faty, k\u00fdm preru\u0161\u00ed hovor s call centrom.\nJe zrejm\u00e9, \u017ee je d\u00f4le\u017eit\u00e9, aby priemern\u00fd \u010das \u010dakania bol n\u00edzky!   <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/ozonetel.com\/call-centre-metrics-2021-22\/\" target=\"_blank\" rel=\"noopener\">Pribli\u017ene 45 sek\u00fand<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Kritick\u00e9 k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti procesu<\/h3>\n\n\n\n<p>Reportovanie a analytika kontaktn\u00e9ho centra nie je len o sledovan\u00ed v\u00fdsledku va\u0161ej firmy a \u00farovne spokojnosti va\u0161ich z\u00e1kazn\u00edkov.\nJe to aj o hodnoten\u00ed va\u0161ich pracovn\u00fdch postupov a o tom, \u010do m\u00f4\u017eete urobi\u0165 pre zlep\u0161enie efektivity.\nPr\u00e1ve s t\u00fdm pom\u00e1haj\u00fa k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti (KPI) kritick\u00fdch procesov.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Priemern\u00e1 r\u00fdchlos\u0165 odpovede<\/h4>\n\n\n\n<p>Tento \u00fadaj ud\u00e1va priemern\u00fd \u010das, ktor\u00fd va\u0161i agenti potrebuj\u00fa na prijatie hovoru, meran\u00fd od za\u010diatku zvonenia.  <\/p>\n\n\n\n<p>Do tohto \u010dasu sa nezapo\u010d\u00edtava \u010das, ktor\u00fd z\u00e1kazn\u00edci potrebuj\u00fa na navig\u00e1ciu cez syst\u00e9m IVR, ak ho m\u00e1te.  <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>Je to celkom \u010dist\u00fd ukazovate\u013e schopnosti va\u0161ich agentov vybavova\u0165 telefon\u00e1ty okam\u017eite po ich prijat\u00ed.  <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e<\/strong>: <a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">34,4 sekundy<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Priemern\u00e9 trvanie hovoru<\/h4>\n\n\n\n<p>Priemern\u00e1 d\u013a\u017eka hovoru, ktor\u00fa mo\u017eno \u013eahko sledova\u0165 a pochopi\u0165, je jedn\u00fdm z najd\u00f4le\u017eitej\u0161\u00edch ukazovate\u013eov efekt\u00edvnosti call centra.\nPriemern\u00e1 d\u013a\u017eka hovoru je pribli\u017ene \u0161tyri min\u00faty.\nAk je t\u00e1 va\u0161a ni\u017e\u0161ia, va\u0161i agenti pravdepodobne pracuj\u00fa efekt\u00edvne.    <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>Priemern\u00e1 d\u013a\u017eka trvania prich\u00e1dzaj\u00facich a odch\u00e1dzaj\u00facich hovorov v\u00e1m poskytne d\u00f4le\u017eit\u00fd preh\u013ead o tom, ako kompetentne va\u0161i agenti zvl\u00e1daj\u00fa svoje ka\u017edodenn\u00e9 povinnosti.<br\/><\/p>\n\n\n\n<p><strong>Global Benchmark: <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-statistics-that-count\/\">Four minutes<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">R\u00fdchlos\u0165 pr\u00edchodu hovorov<\/h4>\n\n\n\n<p>Miera pr\u00edchodov hovorov v\u00e1m poskytne predstavu o tom, kedy va\u0161e call centrum vybavuje najv\u00e4\u010d\u0161\u00ed a najmen\u0161\u00ed po\u010det prich\u00e1dzaj\u00facich hovorov.  <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>Sledovanie tohto k\u013e\u00fa\u010dov\u00e9ho ukazovate\u013ea v\u00fdkonnosti v\u00e1m umo\u017en\u00ed zostavi\u0165 informovan\u00e9 a inteligentn\u00e9 pracovn\u00e9 pl\u00e1ny pre va\u0161ich agentov, aby ste mali v\u017edy dostatok zamestnancov aj v najru\u0161nej\u0161\u00edch d\u0148och.  <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong>V jednotliv\u00fdch call centr\u00e1ch sa bude l\u00ed\u0161i\u0165<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Priemern\u00fd \u010das vybavenia (AHT)<\/h4>\n\n\n\n<p>T\u00e1to metrika meria d\u013a\u017eku interakcie va\u0161ich agentov so z\u00e1kazn\u00edkmi od za\u010diatku do konca.\nHodiny za\u010d\u00ednaj\u00fa, ke\u010f z\u00e1kazn\u00edk vyto\u010d\u00ed telef\u00f3nne \u010d\u00edslo, a kon\u010dia, ke\u010f je v\u00e1\u0161 agent pripraven\u00fd prija\u0165 nov\u00fd hovor.   <\/p>\n\n\n\n<p>To znamen\u00e1, \u017ee zah\u0155\u0148a \u010das, ktor\u00fd z\u00e1kazn\u00edk str\u00e1vi vo fronte volaj\u00facich, navig\u00e1ciou v syst\u00e9me IVR a rozhovorom s agentom, ako aj \u010das, ktor\u00fd va\u0161i agenti str\u00e1via dokumentovan\u00edm potrebn\u00fdch inform\u00e1ci\u00ed po hovore.  <\/p>\n\n\n\n<p><strong>Why is that important? <\/strong>AHT is a good metric for evaluating the efficiency of your agents, and your call center reporting software should let you create <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-statistics-that-count\/\">reports on individual agents<\/a>. Make sure, however, that you don\u2019t place too much of an emphasis on having a low AHT \u2014 rushed agents are prone to make more mistakes and often offer a lower quality of customer service.\u00a0<\/p>\n\n\n\n<p>Mali by ste sa rozhodn\u00fa\u0165 pre referen\u010dn\u00fa hodnotu, ktor\u00e1 m\u00e1 pre va\u0161u firmu zmysel, a poveri\u0165 svojich agentov, aby ju mesa\u010dne dosahovali.  <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">\u0160es\u0165 min\u00fat<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Priemern\u00fd pracovn\u00fd \u010das po zavolan\u00ed (ACW)<\/h4>\n\n\n\n<p>Po ka\u017edom hovore sa agent mus\u00ed venova\u0165 r\u00f4znym d\u00f4le\u017eit\u00fdm administrat\u00edvnym \u00faloh\u00e1m.\nTie m\u00f4\u017eu zah\u0155\u0148a\u0165 vypl\u0148ovanie spr\u00e1v o transakci\u00e1ch, aktualiz\u00e1ciu datab\u00e1z, nahlasovanie probl\u00e9mov a podobne.\n\u010cas potrebn\u00fd na dokon\u010denie t\u00fdchto \u00faloh sa meria a zaznamen\u00e1va ako priemern\u00fd pracovn\u00fd \u010das po hovore KPI.    <\/p>\n\n\n\n<p><strong>Pre\u010do je to d\u00f4le\u017eit\u00e9?  <\/strong>\u010c\u00edm dlh\u0161\u00ed \u010das str\u00e1via va\u0161i agenti na ACW, t\u00fdm menej \u010dasu venuj\u00fa pomoci va\u0161im z\u00e1kazn\u00edkom.\nUdr\u017eiavanie n\u00edzkeho priemern\u00e9ho \u010dasu ACW zvy\u0161uje efektivitu v\u00e1\u0161ho call centra.   <\/p>\n\n\n\n<p>Hoci sa d\u00e1 ur\u010dite zn\u00ed\u017ei\u0165 prostredn\u00edctvom \u0161kolen\u00ed zameran\u00fdch na efektivitu, pom\u00f4c\u0165 m\u00f4\u017ee aj dobre prisp\u00f4soben\u00fd softv\u00e9r call centra.\nNapr\u00edklad CloudTalk m\u00e1 mno\u017estvo praktick\u00fdch funkci\u00ed vr\u00e1tane jednoduch\u00e9ho ozna\u010dovania hovorov a automatiz\u00e1cie pracovn\u00fdch postupov, ktor\u00e9 m\u00f4\u017eu va\u0161im agentom pom\u00f4c\u0165 r\u00fdchlo a jednoducho dokon\u010di\u0165 \u00falohy po hovore.   <br\/><\/p>\n\n\n\n<p><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/ozonetel.com\/call-centre-metrics-2021-22\/\" target=\"_blank\" rel=\"noopener\">40-45 sek\u00fand<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Osved\u010den\u00e9 postupy vykazovania v call centre: Ako to urobi\u0165 spr\u00e1vne<\/h2>\n\n\n\n<p>Teraz u\u017e pozn\u00e1te niektor\u00e9 z najd\u00f4le\u017eitej\u0161\u00edch k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti, ktor\u00e9 je potrebn\u00e9 sledova\u0165 v r\u00e1mci reportingu v\u00e1\u0161ho call centra.\nTo je v\u0161ak len \u010das\u0165 pr\u00edbehu.\nTu je nieko\u013eko osved\u010den\u00fdch postupov reportovania call centra, ktor\u00e9 v\u00e1m zaru\u010dia, \u017ee budete vytv\u00e1ra\u0165 \u010do naju\u017eito\u010dnej\u0161ie reporty call centra.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Zameranie na k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti<\/h3>\n\n\n\n<p>KPI sa sleduj\u00fa a pravidelne predkladaj\u00fa ved\u00facim a mana\u017e\u00e9rom call centra z dobr\u00e9ho d\u00f4vodu: pom\u00e1haj\u00fa identifikova\u0165 probl\u00e9mov\u00e9 oblasti a navrhn\u00fa\u0165 cielen\u00e9 iniciat\u00edvy na ich rie\u0161enie.  <\/p>\n\n\n\n<p>Ako sme u\u017e uviedli, k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti m\u00f4\u017eu zah\u0155\u0148a\u0165 \u0161irok\u00fa \u0161k\u00e1lu oblast\u00ed v\u00fdkonnosti call centra s\u00favisiacich s obchodom, slu\u017ebami z\u00e1kazn\u00edkom a pracovn\u00fdmi procesmi.\nPoskytuj\u00fa v\u00e1m ve\u013ek\u00fd preh\u013ead o tom, ako va\u0161e call centrum funguje, a upozor\u0148uj\u00fa na tie oblasti, ktor\u00fdm by bolo vhodn\u00e9 venova\u0165 trochu viac pozornosti.   <\/p>\n\n\n\n<p>Nechajte ich by\u0165 va\u0161\u00edm vod\u00edtkom.\nNechajte svoje k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti informova\u0165 o z\u00e1sadn\u00fdch rozhodnutiach, ktor\u00e9 bud\u00fa formova\u0165 v\u00fdkazn\u00edctvo v\u00e1\u0161ho kontaktn\u00e9ho centra aj bud\u00facnos\u0165 v\u00e1\u0161ho call centra.\nKoniec koncov, informovan\u00e9 rozhodnutie je rozhodnutie, ktor\u00e9 pon\u00faka najlep\u0161iu \u0161ancu na \u00faspech.    <br\/><\/p>\n\n\n\n<p><strong>Ako na to: <\/strong>Uistite sa, \u017ee ste definovali k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti, ktor\u00e9 s\u00fa pre va\u0161e call centrum a va\u0161e celkov\u00e9 obchodn\u00e9 ciele najd\u00f4le\u017eitej\u0161ie.\nPotom pou\u017eite svoje rie\u0161enie na vykazovanie call centra a zamerajte na ka\u017ed\u00fd z nich jednotliv\u00e9 reporty. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 \u0160tandardy v\u00fdskumn\u00e9ho odvetvia na stanovenie referen\u010dn\u00fdch hodn\u00f4t v\u00fdkonnosti<\/h3>\n\n\n\n<p>Sledovanie k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti v\u00e1s nikam neposunie, ak nem\u00e1te s\u00fabor zaveden\u00fdch \u0161tandardn\u00fdch referen\u010dn\u00fdch hodn\u00f4t, na z\u00e1klade ktor\u00fdch m\u00f4\u017eete mera\u0165 svoj pokrok.  <\/p>\n\n\n\n<p>Vypracovanie t\u00fdchto referen\u010dn\u00fdch hodn\u00f4t pre va\u0161u spolo\u010dnos\u0165 si bude vy\u017eadova\u0165 poriadny prieskum trhu, ale ubezpe\u010dujeme v\u00e1s, \u017ee to v\u0161etko stoj\u00ed za to.\nTieto referen\u010dn\u00e9 hodnoty v\u00e1m umo\u017enia zasadi\u0165 spr\u00e1vy o va\u0161om call centre do spr\u00e1vneho kontextu a umo\u017enia v\u00e1m jasne identifikova\u0165 oblasti, v ktor\u00fdch sa mus\u00edte zlep\u0161i\u0165.   <\/p>\n\n\n\n<p>Ke\u010f budete ma\u0165 tieto oblasti na pam\u00e4ti, m\u00f4\u017eete za\u010da\u0165 vym\u00fd\u0161\u013ea\u0165 strat\u00e9giu na zlep\u0161enie svojho podnikania.  <br\/><\/p>\n\n\n\n<p><strong>Ako na to: <\/strong>Zistite, ak\u00e9 firmy a organiz\u00e1cie zostavuj\u00fa v\u00fdskumy vo va\u0161om odbore.\nPre\u010d\u00edtajte si ich spr\u00e1vy a definujte referen\u010dn\u00e9 hodnoty pre KPI a metriky, ktor\u00e9 s\u00fa pre v\u00e1s najd\u00f4le\u017eitej\u0161ie. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Zoberte si celkov\u00fd poh\u013ead na to, ako metriky s\u00favisia s prev\u00e1dzkou<\/h3>\n\n\n\n<p>Pri takom mno\u017estve ukazovate\u013eov sa m\u00f4\u017ee \u013eahko sta\u0165, \u017ee v\u00e1s zaujm\u00fa drobn\u00e9 \u00fadaje o v\u00fdkonnosti v\u00e1\u0161ho call centra.  <\/p>\n\n\n\n<p>Je v\u0161ak d\u00f4le\u017eit\u00e9 ust\u00fapi\u0165 a zv\u00e1\u017ei\u0165 \u0161ir\u0161ie s\u00favislosti.\nChcete vies\u0165 prev\u00e1dzku call centra, ktor\u00e1 udr\u017e\u00ed va\u0161ich z\u00e1kazn\u00edkov a zamestnancov spokojn\u00fdch a pom\u00f4\u017ee va\u0161ej spolo\u010dnosti splni\u0165 v\u0161etky jej ciele, pokia\u013e ide o pr\u00edjmy a rast.   <\/p>\n\n\n\n<p>Existuje mnoho sp\u00f4sobov, ako to dosiahnu\u0165 &#8211; prostredn\u00edctvom \u0161pecifick\u00e9ho \u0161kolenia, pren\u00e1jmu \u010fal\u0161\u00edch zamestnancov, implement\u00e1cie modern\u00e9ho softv\u00e9ru call centra zalo\u017een\u00e9ho na cloude a \u010fal\u0161\u00edch.  <\/p>\n\n\n\n<p>Ide o to, \u017ee by ste mali by\u0165 flexibiln\u00ed pri rie\u0161en\u00ed probl\u00e9mov zisten\u00fdch v spr\u00e1vach v\u00e1\u0161ho call centra.\nAk budete v\u017edy otvoren\u00ed nov\u00fdm n\u00e1padom, je pravdepodobnej\u0161ie, \u017ee n\u00e1jdete nie\u010do, \u010do bude pre va\u0161u firmu mimoriadne dobre fungova\u0165.   <br\/><\/p>\n\n\n\n<p><strong>Ako na to: <\/strong>Nes\u00fastre\u010fte sa len na metriky, KPI a \u010d\u00edsla.\nKvantitat\u00edvne vykazovanie dopl\u0148te zhroma\u017e\u010fovan\u00edm inform\u00e1ci\u00ed aj in\u00fdmi sp\u00f4sobmi.\nPo\u017eiadajte svojich agentov o ich podnety a pou\u017eite napr\u00edklad prieskumy, ktor\u00e9 d\u00e1vaj\u00fa z\u00e1kazn\u00edkom mo\u017enos\u0165 pon\u00faknu\u0165 dlh\u0161ie formulovan\u00e9 odpovede.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Stanovte si ciele do bud\u00facnosti a sledujte ich!<\/h3>\n\n\n\n<p>V prev\u00e1dzke call centra plat\u00ed to ist\u00e9, \u010do v \u017eivote: bez toho, aby ste si najprv stanovili nejak\u00e9 ciele, nedosiahnete \u017eiadny pokrok.  <\/p>\n\n\n\n<p>Po presk\u00faman\u00ed v\u0161etk\u00fdch k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti v spr\u00e1ve kontaktn\u00e9ho centra a ich porovnan\u00ed so stanoven\u00fdmi referen\u010dn\u00fdmi hodnotami by ste mali vypracova\u0165 zoznam cie\u013eov na zlep\u0161enie v konkr\u00e9tnych oblastiach.  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>M\u00e1te <strong>v\u00fdnimo\u010dne vysok\u00fd priemern\u00fd \u010das spracovania<\/strong>?\nNapl\u00e1nujte pre svojich agentov \u0161kolenie zameran\u00e9 na efektivitu, aby mohli za\u010da\u0165 toto \u010d\u00edslo zni\u017eova\u0165.   <\/li>\n\n\n\n<li>\u010co ak <strong>je<\/strong> v\u00e1\u0161 <strong>priemern\u00fd pracovn\u00fd \u010das po zavolan\u00ed mimo tabu\u013eky<\/strong>?\nZv\u00e1\u017ete vyu\u017eitie modern\u00e9ho telef\u00f3nneho rie\u0161enia, ako je CloudTalk, ktor\u00e9 m\u00f4\u017ee pom\u00f4c\u0165 zn\u00ed\u017ei\u0165 mno\u017estvo \u010dasu, ktor\u00fd agenti str\u00e1via pr\u00e1cou po telefon\u00e1toch, preto\u017ee v\u00e4\u010d\u0161inu z nich automatizuje.   <\/li>\n\n\n\n<li><strong>Prekra\u010duje<\/strong> v\u00e1\u0161 <strong>priemern\u00fd \u010das \u010dakania celosvetov\u00fa referen\u010dn\u00fa hodnotu<\/strong>?\nMo\u017eno by ste mohli lep\u0161ie prisp\u00f4sobi\u0165 smerovanie hovorov, aby sa volaj\u00faci dostali k agentovi r\u00fdchlej\u0161ie. <\/li>\n\n\n\n<li><strong>Zaznamen\u00e1vate vysok\u00fa mieru blokovan\u00fdch hovorov<\/strong>?\nMo\u017eno budete musie\u0165 zamestna\u0165 viac agentov alebo ich lep\u0161ie napl\u00e1nova\u0165, aby pokryli najvy\u0165a\u017eenej\u0161ie \u010dasy.   <\/li>\n<\/ul>\n\n\n\n<p>No matter what you choose to do, be sure to track all of it over time and to keep your whole team up-to-date on your progress. One great way to do the latter is with a <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/wallboard-2\/\">call center wallboard<\/a>. This way, you can quickly see what works for your business \u2014 and keep doing it!\u00a0<br\/><\/p>\n\n\n\n<p><strong>Ako na to: <\/strong>Ujasnite si, ak\u00e9 s\u00fa va\u0161e ciele pre zlep\u0161enie v call centre.\nVenujte pozornos\u0165 najm\u00e4 metrik\u00e1m a v\u00fdkazom, ktor\u00e9 tieto ciele priamo odr\u00e1\u017eaj\u00fa.\nVyu\u017e\u00edvajte softv\u00e9r call centra na zhroma\u017e\u010fovanie relevantn\u00fdch \u00fadajov v re\u00e1lnom \u010dase a z\u00edskavajte u\u017eito\u010dn\u00e9 poznatky.\nPotom podniknite kroky na zlep\u0161enie a sledujte v\u00fdsledky.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Pr\u00edklady hl\u00e1sen\u00ed Call Center Dashboard<\/h2>\n\n\n\n<p>Najlep\u0161\u00ed sp\u00f4sob, ako zostavi\u0165 prvotn\u00e9 \u00fadaje pre spr\u00e1vy v\u00e1\u0161ho call centra, je pou\u017ei\u0165 \u0161pi\u010dkov\u00fd softv\u00e9r na vykazovanie call centra.  <\/p>\n\n\n\n<p>CloudTalk more than fits the bill here. Our advanced, back-end data collection algorithms let call center managers kick back and watch the data roll in\u2014straight away, via a <a href=\"https:\/\/test-staging.cloudtalk.io\/dashboard\/\">real-time dashboard<\/a> if they prefer.\u00a0<\/p>\n\n\n\n<p>V\u010faka spr\u00e1vnemu softv\u00e9ru na vykazovanie kontaktn\u00fdch centier sa mana\u017e\u00e9ri m\u00f4\u017eu zbavi\u0165 bremena zhroma\u017e\u010fovania prvotn\u00fdch \u00fadajov a venova\u0165 sa zmysluplnej\u0161\u00edm \u00faloh\u00e1m.\nNapr\u00edklad v\u00fdberu k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti, ktor\u00e9 by chceli sledova\u0165 vo fin\u00e1lnych v\u00fdkazoch call centra, a vypracovaniu strat\u00e9gi\u00ed zlep\u0161ovania pre tie oblasti, ktor\u00e9 si vy\u017eaduj\u00fa najv\u00e4\u010d\u0161iu pozornos\u0165.   <\/p>\n\n\n\n<p>Ni\u017e\u0161ie si uvedieme nieko\u013eko pr\u00edkladov, ako CloudTalk zjednodu\u0161uje proces zberu \u00fadajov a u\u013eah\u010duje vykazovanie v call centre.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Uk\u00e1\u017eka spr\u00e1vy call centra<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"872\" height=\"702\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf.png\" alt=\"\" class=\"wp-image-185252\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf.png 872w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-300x242.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-768x618.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-532x428.png 532w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-424x341.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-140x113.png 140w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-88x71.png 88w\" sizes=\"auto, (max-width: 872px) 100vw, 872px\" \/><\/figure><\/div>\n\n\n<p>Jednou zo skvel\u00fdch vlastnost\u00ed CloudTalku je, \u017ee v\u00e1m poskytuje jednoduch\u00fd pr\u00edstup k hl\u00e1seniam call centra v re\u00e1lnom \u010dase.\nM\u00f4\u017eete sledova\u0165 nieko\u013eko d\u00f4le\u017eit\u00fdch metr\u00edk vykazovania call centra, ako sa \u00fadaje dost\u00e1vaj\u00fa do syst\u00e9mu.   <\/p>\n\n\n\n<p>Napr\u00edklad na karte Hist\u00f3ria hovorov na paneli \u0161tatist\u00edk n\u00e1jdete cel\u00fd rad inform\u00e1ci\u00ed vr\u00e1tane:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Celkov\u00fd po\u010det hovorov, ktor\u00e9 va\u0161i agenti vybavili<\/li>\n\n\n\n<li>Celkov\u00fd po\u010det zme\u0161kan\u00fdch hovorov, ktor\u00e9 unikli<\/li>\n\n\n\n<li>Priemern\u00e9 trvanie hovorov va\u0161ich agentov<\/li>\n\n\n\n<li>Priemern\u00fd \u010das, ktor\u00fd museli va\u0161i z\u00e1kazn\u00edci \u010daka\u0165 po\u010das dan\u00e9ho obdobia<\/li>\n\n\n\n<li>A \u010fal\u0161ie.  <\/li>\n<\/ul>\n\n\n\n<p>V\u0161etky tieto \u00fadaje m\u00f4\u017eete pou\u017ei\u0165 v spr\u00e1ve o call centre alebo len ich \u010dasti &#8211; nech\u00e1vame to na va\u0161om uv\u00e1\u017een\u00ed.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pr\u00edstrojov\u00fd panel produktivity agentov<\/h3>\n\n\n\n<p>CloudTalk also gives managers the ability to filter call center statistics by agent, so you can analyze the work of your best-performing agents, worst-performing agents, and everyone in between. It\u2019s a great way to get a proper overview of <a href=\"https:\/\/test-staging.cloudtalk.io\/group-reporting\/\">contact center team results<\/a>.\u00a0<\/p>\n\n\n\n<p>Pre ka\u017ed\u00e9ho agenta m\u00f4\u017eete vidie\u0165:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Celkov\u00fd po\u010det hovorov<\/li>\n\n\n\n<li>Priemern\u00e9 trvanie hovoru<\/li>\n\n\n\n<li>Celkov\u00fd po\u010det prich\u00e1dzaj\u00facich a odch\u00e1dzaj\u00facich hovorov<\/li>\n<\/ul>\n\n\n\n<p>M\u00f4\u017eete tie\u017e porovna\u0165 svojich agentov ved\u013ea seba, aby ste z\u00edskali \u0161irok\u00fd preh\u013ead o v\u00fdkonnosti svojho t\u00edmu.  <\/p>\n\n\n\n<p>Ak chcete, aby spr\u00e1va v\u00e1\u0161ho call centra zd\u00f4raznila v\u00fdkonnos\u0165 konkr\u00e9tneho agenta za ur\u010dit\u00e9 obdobie, panel produktivity agenta v\u00e1m umo\u017en\u00ed r\u00fdchlo a jednoducho zostavi\u0165 tieto \u00fadaje.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"532\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1024x532.png\" alt=\"\" class=\"wp-image-204570\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1024x532.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-300x156.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-768x399.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1536x798.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-2048x1064.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1920x997.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1320x686.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-760x395.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-424x220.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-200x104.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-88x46.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Testujte a kontrolujte svoje hl\u00e1senia, aby ste ich spr\u00e1vne nastavili<\/h2>\n\n\n\n<p>Proces testovania a rev\u00edzie spr\u00e1v kontaktn\u00e9ho centra je komplexn\u00fd, viacstup\u0148ov\u00fd proces, ktor\u00fd &#8211; ak sa vykon\u00e1va spr\u00e1vne &#8211; zabezpe\u010d\u00ed, \u017ee \u00fadaje, ktor\u00e9 zhroma\u017e\u010fujete, a poznatky, ktor\u00e9 z nich z\u00edskavate, s\u00fa presn\u00e9 a u\u017eito\u010dn\u00e9.\nPo\u010fme sa venova\u0165 jednotliv\u00fdm krokom. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Zostavte predbe\u017en\u00e9 spr\u00e1vy<\/h3>\n\n\n\n<p>Prvou f\u00e1zou procesu je vypracovanie prv\u00e9ho n\u00e1vrhu, tzv. alfa spr\u00e1vy.\nTie bud\u00fa trochu chaotick\u00e9, a to opr\u00e1vnene &#8211; zhroma\u017e\u010fujete ve\u013ek\u00e9 mno\u017estvo nespracovan\u00fdch \u00fadajov a sna\u017e\u00edte sa ich kategorizova\u0165 do odli\u0161n\u00fdch (a u\u017eito\u010dn\u00fdch!) k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti.\nPo zostaven\u00ed \u00fadajov a KPI m\u00f4\u017eete prejs\u0165 k \u010fal\u0161iemu kroku.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Dvakr\u00e1t skontrolujte svoje \u010d\u00edsla<\/h3>\n\n\n\n<p>V\u00fdpo\u010dty vo va\u0161ich v\u00fdkazoch s\u00fa n\u00e1chyln\u00e9 na \u013eudsk\u00fa chybu.\nJe to norm\u00e1lne, a preto si overenie va\u0161ich v\u00fdpo\u010dtov a vzorcov zasl\u00fa\u017ei svoj vlastn\u00fd krok v procese.   <\/p>\n\n\n\n<p>Spr\u00e1vu kontaktn\u00e9ho centra by ste mali rozposla\u0165 do cel\u00e9ho oddelenia dizajnu a analytiky, aby mali \u013eudia mo\u017enos\u0165 zachyti\u0165 pr\u00edpadn\u00e9 matematick\u00e9 chyby.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Prida\u0165 grafick\u00e9 a dizajnov\u00e9 funkcie<\/h3>\n\n\n\n<p>Po dopracovan\u00ed faktov a \u010d\u00edsel m\u00f4\u017eete spr\u00e1vu odosla\u0165 na oddelenie dizajnu.\nIch \u00falohou je t\u00fato spr\u00e1vu vylep\u0161i\u0165 &#8211; prida\u0165 grafiku, grafy a in\u00e9 prvky dizajnu, v\u010faka ktor\u00fdm va\u0161e \u00fadaje vynikn\u00fa na str\u00e1nke.   <\/p>\n\n\n\n<p>Tento krok je ve\u013emi d\u00f4le\u017eit\u00fd pri vytv\u00e1ran\u00ed reprezentat\u00edvnej, \u013eahko zrozumite\u013enej spr\u00e1vy, ktor\u00e1 m\u00f4\u017ee poskytn\u00fa\u0165 zmyslupln\u00e9 usmernenie v\u0161etk\u00fdm va\u0161im zamestnancom bez oh\u013eadu na ich odborn\u00e9 znalosti.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Testovanie a presk\u00famanie koncov\u00fdm pou\u017e\u00edvate\u013eom<\/h3>\n\n\n\n<p>Teraz, ke\u010f va\u0161a spr\u00e1va dosiahla ur\u010dit\u00fa \u00farove\u0148, m\u00f4\u017eete ju rozosla\u0165 vybran\u00fdm mana\u017e\u00e9rom a agentom call centra.\nBude to skuto\u010dn\u00fd test \u010ditate\u013enosti va\u0161ej spr\u00e1vy a d\u00fafajme, \u017ee odhal\u00edte ak\u00e9ko\u013evek nezrovnalosti v \u00fadajoch, ne\u0161ikovn\u00e9 \u010dasti textu alebo m\u00e4t\u00facu grafiku.   <\/p>\n\n\n\n<p>Samozrejme, osobitn\u00fa pozornos\u0165 by ste mali venova\u0165 aj sp\u00e4tnej v\u00e4zbe t\u00fdkaj\u00facej sa u\u017eito\u010dnosti va\u0161ej spr\u00e1vy.\nKoniec koncov, snaha o vytvorenie u\u017eito\u010dn\u00e9ho dokumentu je d\u00f4vodom, pre\u010do ste si dali t\u00fa n\u00e1mahu a v\u00f4bec ju zostavili. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5 \u0160\u00edrenie a dola\u010fovanie<\/h3>\n\n\n\n<p>Nakoniec m\u00f4\u017eete svoju spr\u00e1vu posla\u0165 \u0161ir\u0161iemu publiku.\nV tomto z\u00e1vere\u010dnom kroku sa z\u00faro\u010d\u00ed v\u0161etka tvrd\u00e1 pr\u00e1ca a d\u00fafajme, \u017ee povedie k zlep\u0161eniu v probl\u00e9mov\u00fdch oblastiach, ktor\u00e9 ste identifikovali.   <\/p>\n\n\n\n<p>Majte na pam\u00e4ti, \u017ee spr\u00e1vy kontaktn\u00e9ho centra s\u00fa \u017eiv\u00fdmi dokumentmi, tak\u017ee by ste mali by\u0165 pripraven\u00ed a schopn\u00ed vykona\u0165 ak\u00e9ko\u013evek \u00fapravy alebo \u00fapravy spr\u00e1vy, ak to bude potrebn\u00e9.\nDobr\u00fdm n\u00e1padom m\u00f4\u017ee by\u0165 aj vytvorenie \u0161abl\u00f3ny spr\u00e1vy kontaktn\u00e9ho centra, ke\u010f budete s kone\u010dnou spr\u00e1vou spokojn\u00ed.\nTento dokument m\u00f4\u017ee poskytn\u00fa\u0165 r\u00e1mec pre vytv\u00e1ranie bud\u00facich podobn\u00fdch spr\u00e1v.    <\/p>\n\n\n\n<p>Ak ste sa dostali a\u017e sem &#8211; gratulujeme!\nVytvorili ste, otestovali a skontrolovali dokument, ktor\u00fd je k\u013e\u00fa\u010dov\u00fd pre dlhodob\u00fd \u00faspech v\u00e1\u0161ho call centra.\nToto odvetvie sa r\u00fdchlo vyv\u00edja a va\u0161a spolo\u010dnos\u0165 sa spolieha na komplexn\u00e9, profesion\u00e1lne spr\u00e1vy o call centre, aby udr\u017eala krok s konkurenciou.\nTak sa pot\u013eapkajte po pleci a pustite sa do \u010fal\u0161ej spr\u00e1vy!     <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Spr\u00e1vy call centra s\u00fa z\u00e1kladom \u00faspechu<\/h2>\n\n\n\n<p>Komplexn\u00e9 spr\u00e1vy call centra s\u00fa k\u013e\u00fa\u010dom k \u00faspechu ka\u017ed\u00e9ho modern\u00e9ho call centra.\nPredstavuj\u00fa mno\u017estvo d\u00f4le\u017eit\u00fdch k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti v \u013eahko str\u00e1vite\u013enej forme, aby vedenie r\u00fdchlo pochopilo, ktor\u00e9 oblasti s\u00fa prioritn\u00fdmi cie\u013emi na zlep\u0161enie.   <\/p>\n\n\n\n<p>M\u00f4\u017eu tie\u017e pom\u00f4c\u0165 v procese zlep\u0161ovania, preto\u017ee pravideln\u00e9 spr\u00e1vy call centra m\u00f4\u017eu pom\u00f4c\u0165 ur\u010di\u0165, \u010di ur\u010dit\u00e1 strat\u00e9gia zlep\u0161ovania funguje dobre alebo nie.  <\/p>\n\n\n\n<p>It\u2019s a process that takes time, and while it\u2019s worth every minute you dedicate to it, it\u2019s also vital to make the process as efficient as possible.\u00a0<br\/>That\u2019s where cutting-edge call center reporting software like CloudTalk comes in. If you want to see how CloudTalk can optimize your call center reporting process, give our <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/14-dnova-bezplatna-skusobna-verzia-cloudtalku\/\">14-day free trial a try (no credit card required!)<\/a>.<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Ako dlho bud\u00fa volaj\u00faci \u010daka\u0165 vo fronte, k\u00fdm zavesia? Ako \u010dasto s\u00fa ich ot\u00e1zky vyrie\u0161en\u00e9 na prv\u00fdkr\u00e1t? Ako s\u00fa celkovo&#8230;<\/p>\n","protected":false},"author":31,"featured_media":278066,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[673],"tags":[],"class_list":["post-229391","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-centrum"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/229391","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=229391"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/229391\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/278066"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=229391"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=229391"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=229391"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}