{"id":229402,"date":"2024-07-22T13:27:20","date_gmt":"2024-07-22T11:27:20","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/co-je-smerovanie-hovorov-a-ake-vyhody-vam-moze-priniest\/"},"modified":"2024-07-23T12:55:39","modified_gmt":"2024-07-23T10:55:39","slug":"co-je-smerovanie-hovorov-a-ake-vyhody-vam-moze-priniest","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/co-je-smerovanie-hovorov-a-ake-vyhody-vam-moze-priniest\/","title":{"rendered":"\u010co je smerovanie hovorov a ak\u00e9 v\u00fdhody v\u00e1m m\u00f4\u017ee prinies\u0165?"},"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-black-color has-text-color\">Smerovanie hovorov: Pochopte, \u010do to je a ako by to mohlo prospie\u0165 v\u00e1\u0161mu podnikaniu<\/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\/sk\/vyskusat-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\/sk\/14-dnova-bezplatna-skusobna-verzia-cloudtalku\/\" 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\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1024x576.png\" alt=\"\" class=\"wp-image-204640\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">Ak\u00e1 je skuto\u010dn\u00e1 sila vynikaj\u00faceho z\u00e1kazn\u00edckeho servisu?\nPod\u013ea prieskumu spolo\u010dnosti HubSpot <a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-stats\" target=\"_blank\" rel=\"noopener\">93 % z\u00e1kazn\u00edkov<\/a> tvrd\u00ed, \u017ee bud\u00fa opakovane nakupova\u0165 v spolo\u010dnostiach, ktor\u00e9 pon\u00fakaj\u00fa pr\u00e1ve tak\u00e9to slu\u017eby. <\/p>\n\n\n\n<p>Jedn\u00fdm z k\u013e\u00fa\u010dov\u00fdch prvkov vynikaj\u00faceho z\u00e1kazn\u00edckeho servisu je \u010do najr\u00fdchlej\u0161ie odpovedanie na hovory a vybavovanie ot\u00e1zok.\nPresne to pre v\u00e1s rob\u00ed efekt\u00edvne smerovanie hovorov.   <\/p>\n\n\n\n<p>Zist\u00edme, ako funguje a ako m\u00f4\u017ee zv\u00fd\u0161i\u0165 nielen spokojnos\u0165 z\u00e1kazn\u00edkov, ale aj va\u0161e podnikanie ako celok.<\/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>Smerovanie hovorov je funkciou rie\u0161en\u00ed pre podnikov\u00e9 volania.\nPom\u00e1ha presmerova\u0165 prich\u00e1dzaj\u00face hovory na spr\u00e1vne oddelenia alebo agentov.   <\/li>\n\n\n\n<li>Existuj\u00fa r\u00f4zne typy smerovania hovorov vr\u00e1tane pevn\u00e9ho poradia, kruhov\u00e9ho smerovania, smerovania na z\u00e1klade zru\u010dnost\u00ed a \u010fal\u0161\u00edch.<\/li>\n\n\n\n<li>Efekt\u00edvny syst\u00e9m smerovania hovorov v\u00e1m okrem in\u00fdch v\u00fdhod pom\u00f4\u017ee zabezpe\u010di\u0165 lep\u0161iu z\u00e1kazn\u00edcku sk\u00fasenos\u0165, zlep\u0161i\u0165 zapojenie agentov a u\u0161etri\u0165 peniaze va\u0161ej firmy.  <\/li>\n\n\n\n<li>Nieko\u013eko osved\u010den\u00fdch postupov, ako \u010do najlep\u0161ie vyu\u017ei\u0165 smerovanie hovorov, zah\u0155\u0148a definovanie a prisp\u00f4sobenie pravidiel smerovania pod\u013ea prieskumu, pou\u017e\u00edvanie informat\u00edvneho menu IVR a prepojenie rie\u0161enia na volanie so syst\u00e9mom CRM.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-is-cold-calling\">\u010co je smerovanie hovorov?<\/h2>\n\n\n\n<p>Smerovanie hovorov je funkcia spr\u00e1vy hovorov, ktor\u00e1 pom\u00e1ha podnikom presmerova\u0165 prich\u00e1dzaj\u00face hovory na najvhodnej\u0161iu osobu alebo oddelenie.\nAutomaticky zara\u010fuje hovory do frontu a rozde\u013euje ich pod\u013ea vopred definovan\u00fdch krit\u00e9ri\u00ed. <\/p>\n\n\n\n<p>Tento proces vyu\u017e\u00edva technol\u00f3giu interakt\u00edvnej hlasovej odozvy (IVR) a automatickej distrib\u00facie hovorov (ACD).\nUmo\u017e\u0148uje spravova\u0165 vysok\u00fd objem prich\u00e1dzaj\u00facich hovorov a z\u00e1rove\u0148 poskytova\u0165 r\u00fdchlu a kvalitn\u00fa z\u00e1kazn\u00edcku podporu.   <\/p>\n\n\n\n<p>Pravdepodobne si predstavujete smerovanie hovorov v kontaktnom centre, ale t\u00fato technol\u00f3giu m\u00f4\u017ee vyu\u017ei\u0165 ak\u00fdko\u013evek typ podniku.  <\/p>\n\n\n\n<p>Teraz, ke\u010f u\u017e pozn\u00e1te v\u00fdznam smerovania hovorov, zist\u00edme, ako funguje.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ako funguje smerovanie hovorov?<\/h2>\n\n\n\n<p>Pri smerovan\u00ed telef\u00f3nu sa uplat\u0148uj\u00fa tri k\u013e\u00fa\u010dov\u00e9 f\u00e1zy:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><a href=\"https:\/\/fitsmallbusiness.com\/what-is-call-routing\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"283\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1.png\" alt=\"\" class=\"wp-image-204664\" style=\"width:684px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1.png 512w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-300x166.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-424x234.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-200x111.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-88x49.png 88w\" sizes=\"auto, (max-width: 512px) 100vw, 512px\" \/><\/a><figcaption class=\"wp-element-caption\">Zdroj: fitsmallbusiness.com<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Kvalifik\u00e1cia hovorov<\/h3>\n\n\n\n<p>Prv\u00fdm krokom je zisti\u0165, \u010do volaj\u00faci chce.\nSyst\u00e9m to rob\u00ed tak, \u017ee zhroma\u017e\u010fuje \u00fadaje prostredn\u00edctvom automatick\u00e9ho obslu\u017en\u00e9ho zariadenia alebo n\u00e1stroja <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/co-je-interaktivna-hlasova-odozva-ivrvyhody-a-nastavenie\/\">interakt\u00edvnej hlasovej odozvy (IVR)<\/a>.   <\/p>\n\n\n\n<p>Volaj\u00faci si vypo\u010duj\u00fa vopred nahran\u00fd pozdrav a s\u00e9riu mo\u017enost\u00ed alebo ot\u00e1zok z ponuky, na ktor\u00e9 odpovedaj\u00fa hovoren\u00edm alebo pomocou telef\u00f3nnej kl\u00e1vesnice.  <\/p>\n\n\n\n<p>Syst\u00e9my smerovania hovorov m\u00f4\u017eu niekedy odvodi\u0165 \u00fa\u010del volaj\u00faceho aj in\u00fdmi sp\u00f4sobmi vr\u00e1tane:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>z volan\u00e9ho \u010d\u00edsla alebo predvo\u013eby (napr\u00edklad ak volali na \u010d\u00edslo \u0161pecifick\u00e9 pre \u00fa\u010dty alebo predaj).<\/li>\n\n\n\n<li>ID volaj\u00faceho, ak je volaj\u00faci u\u017e v\u00e1\u0161mu podniku zn\u00e1my.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Radenie hovorov<\/h3>\n\n\n\n<p>Odpovede IVR sa analyzuj\u00fa pomocou rozpozn\u00e1vania re\u010di a spracovania prirodzen\u00e9ho jazyka (NLP).\nIVR alebo auto-attendant odovzd\u00e1 \u00fadaje ACD, ktor\u00fd zarad\u00ed hovor do frontu.\nM\u00f4\u017eu existova\u0165 r\u00f4zne fronty pre r\u00f4zne typy dopytov a m\u00f4\u017eete tie\u017e nastavi\u0165 pravidl\u00e1 smerovania na uprednostnenie ur\u010dit\u00fdch hovorov (napr\u00edklad od VIP z\u00e1kazn\u00edkov).\nPo\u010das tejto f\u00e1zy m\u00f4\u017ee volaj\u00faci po\u010du\u0165 hudbu na po\u010dkanie alebo vlastn\u00fa spr\u00e1vu.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Distrib\u00facia hovorov<\/h3>\n\n\n\n<p>V poslednej f\u00e1ze sa hovory presmeruj\u00fa na <strong>pr\u00edslu\u0161n\u00fdch \u013eud\u00ed alebo oddelenia<\/strong>.\nSyst\u00e9m smerova\u010da hovorov vy\u0165ahuje hovory z frontu a rozde\u013euje ich pod\u013ea pravidiel, ktor\u00e9 ste zaviedli.\nNa dosiahnutie maxim\u00e1lnej efekt\u00edvnosti m\u00f4\u017eete syst\u00e9m naprogramova\u0165 tak, aby presmeroval hovory do hlasovej schr\u00e1nky alebo napl\u00e1noval sp\u00e4tn\u00fd hovor, ak adres\u00e1t nie je k dispoz\u00edcii.  <\/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\">Z\u00edskajte \u010do najviac zo svojich zamestnancov call centra pomocou t\u00fdchto 10 osved\u010den\u00fdch met\u00f3d na zv\u00fd\u0161enie produktivity.<\/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\/2023\/10\/ebook-Increase-productivity-in-call-center-213x300.png\" alt=\"\" class=\"wp-image-185618\" style=\"object-fit:cover\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-725x1024.png 725w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-768x1084.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-765x1080.png 765w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-526x742.png 526w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center.png 899w\" 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\/10-ways-to-increase-productivity-in-your-call-center\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">R\u00f4zne typy smerovania hovorov<\/h2>\n\n\n\n<p>Existuje mnoho r\u00f4znych typov smerovania prich\u00e1dzaj\u00facich hovorov, tak\u017ee si m\u00f4\u017eete vybra\u0165 pravidlo smerovania, ktor\u00e9 najlep\u0161ie vyhovuje va\u0161im potreb\u00e1m, alebo pou\u017ei\u0165 ich kombin\u00e1ciu.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pevn\u00e9 smerovanie objedn\u00e1vok<\/h3>\n\n\n\n<p><strong>Naz\u00fdva sa<\/strong> tie\u017e <strong>smerovanie na z\u00e1klade zoznamu alebo sekven\u010dn\u00e9 smerovanie<\/strong>, \u010do znamen\u00e1, \u017ee v\u0161etky hovory s\u00fa na za\u010diatku odoslan\u00e9 prvej osobe v zozname (agentovi \u010d. 1) bez oh\u013eadu na to, \u010di je niekto in\u00fd vo\u013en\u00fd.  <\/p>\n\n\n\n<p>Ak je \u010d. 1 nedostupn\u00fd, volanie prejde na agenta \u010d. 2 (potom \u010d. 3, potom \u010d. 4 at\u010f.).\nAkon\u00e1hle bude \u010d. 1 k dispoz\u00edcii, vr\u00e1ti sa na za\u010diatok zoznamu. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma pou\u017ei\u0165 pevn\u00e9 smerovanie objedn\u00e1vok?<\/h4>\n\n\n\n<p>Smerovanie s pevn\u00fdm porad\u00edm pou\u017eite vtedy, ke\u010f chcete <strong>uprednostni\u0165 jednu konkr\u00e9tnu osobu pred ostatn\u00fdmi<\/strong>, aby odpovedala na hovory.  <\/p>\n\n\n\n<p>Mo\u017eno ste napr\u00edklad mal\u00e1 firma s nieko\u013ek\u00fdmi zamestnancami, ktor\u00ed m\u00f4\u017eu zdvihn\u00fa\u0165 telef\u00f3n.\nJeden z nich m\u00f4\u017ee by\u0165 ove\u013ea sk\u00fasenej\u0161\u00ed ako ostatn\u00ed, tak\u017ee chcete zabezpe\u010di\u0165, aby prij\u00edmal v\u00e4\u010d\u0161inu hovorov. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Smerovanie Round Robin<\/h3>\n\n\n\n<p>Rota\u010dn\u00e9 smerovanie (zn\u00e1me tie\u017e ako <strong>rota\u010dn\u00e9 smerovanie<\/strong>) je postup, pri ktorom doch\u00e1dza k rot\u00e1cii distrib\u00facie hovorov v t\u00edme.\nKe\u010f ka\u017ed\u00fd agent prijme hovor, rot\u00e1cia sa za\u010dne odznova s prv\u00fdm agentom. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma pou\u017ei\u0165 smerovanie Round Robin?<\/h4>\n\n\n\n<p>Pomocou tohto usporiadania trasy hovorov zabezpe\u010d\u00edte, \u017ee ka\u017ed\u00fd m\u00e1 <strong>pribli\u017ene rovnak\u00fa \u0161ancu prija\u0165 hovor<\/strong>, namiesto toho, aby ste uprednost\u0148ovali agenta \u010d. 1.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"727\" height=\"542\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing.png\" alt=\"\" class=\"wp-image-204677\" style=\"width:730px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing.png 727w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-300x224.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-574x428.png 574w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-424x316.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-152x113.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-88x66.png 88w\" sizes=\"auto, (max-width: 727px) 100vw, 727px\" \/><figcaption class=\"wp-element-caption\">Zdroj: CallHub.io<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Smerovanie na z\u00e1klade najmen\u0161ej obsadenosti alebo \u010dasu ne\u010dinnosti<\/h3>\n\n\n\n<p>V tomto scen\u00e1ri ACD <strong>uprednostn\u00ed agenta, ktor\u00fd najdlh\u0161ie \u010dak\u00e1 na<\/strong> hovor, alebo osobu, ktor\u00e1 po\u010das dan\u00e9ho d\u0148a alebo zmeny <strong>prijala najmenej hovorov<\/strong>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma vyu\u017ei\u0165 smerovanie na z\u00e1klade \u010dasu ne\u010dinnosti?<\/h4>\n\n\n\n<p>Tento typ smerovania sa pou\u017e\u00edva na zabezpe\u010denie vyv\u00e1\u017eenej\u0161ieho pracovn\u00e9ho za\u0165a\u017eenia, \u010d\u00edm sa skracuje \u010das ne\u010dinnosti a <strong>zabra\u0148uje sa pre\u0165a\u017eeniu agentov<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Smerovanie na z\u00e1klade zru\u010dnost\u00ed<\/h3>\n\n\n\n<p>To zah\u0155\u0148a presmerovanie hovorov na toho, kto m\u00e1 <strong>najvhodnej\u0161ie zru\u010dnosti, kvalifik\u00e1ciu alebo pr\u00e1vomoci na<\/strong> vybavenie ka\u017ed\u00e9ho dotazu.\nACD zvy\u010dajne spolupracuje s n\u00e1strojom IVR, ktor\u00fd na z\u00e1klade poskytnut\u00fdch inform\u00e1ci\u00ed prira\u010fuje agentov k z\u00e1kazn\u00edkom. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma vyu\u017ei\u0165 smerovanie zalo\u017een\u00e9 na zru\u010dnostiach?<\/h4>\n\n\n\n<p>Ak m\u00e1te agentov s r\u00f4znymi zru\u010dnos\u0165ami, napr\u00edklad so schopnos\u0165ou hovori\u0165 in\u00fdm jazykom alebo rie\u0161i\u0165 zlo\u017eit\u00e9 technick\u00e9 ot\u00e1zky, pou\u017eite smerovanie zalo\u017een\u00e9 na zru\u010dnostiach.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Inteligentn\u00e9 smerovanie na z\u00e1klade volaj\u00faceho<\/h3>\n\n\n\n<p>Inteligentn\u00e9 <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">smerovanie na z\u00e1klade volaj\u00faceho<\/a> je o krok \u010falej ako alternat\u00edva zalo\u017een\u00e1 na zru\u010dnostiach.\nVyu\u017e\u00edva <strong>technol\u00f3giu umelej inteligencie<\/strong> na smerovanie hovorov pod\u013ea jednotliv\u00fdch volaj\u00facich na z\u00e1klade viacer\u00fdch faktorov, ako s\u00fa napr:   <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Zru\u010dnosti agenta<\/li>\n\n\n\n<li>Existuj\u00face \u00fadaje o z\u00e1kazn\u00edkoch  <\/li>\n\n\n\n<li>Anal\u00fdza re\u010di  <\/li>\n<\/ul>\n\n\n\n<p>Syst\u00e9m smerovania teda z\u00edska pr\u00edstup k \u00fadajom o konkr\u00e9tnom volaj\u00facom z v\u00e1\u0161ho CRM a <strong>predpoved\u00e1 najlep\u0161iu osobu na prijatie ka\u017ed\u00e9ho hovoru<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma pou\u017ei\u0165 inteligentn\u00e9 smerovanie na z\u00e1klade volaj\u00faceho?<\/h3>\n\n\n\n<p>Tento typ smerovania pou\u017eite, ak u\u017e m\u00e1te ve\u013ea \u00fadajov o z\u00e1kazn\u00edkoch, z ktor\u00fdch m\u00f4\u017eete \u010derpa\u0165.  <\/p>\n\n\n\n<p>Va\u0161i agenti m\u00f4\u017eu v syst\u00e9me ozna\u010dova\u0165 z\u00e1kazn\u00edkov na z\u00e1klade ich potrieb, preferenci\u00ed a v\u0161etk\u00e9ho, \u010do o nich viete.\nKe\u010f potom zavolaj\u00fa znova, m\u00f4\u017eu by\u0165 automaticky presmerovan\u00ed na spr\u00e1vne miesto.   <\/p>\n\n\n\n<p>Syst\u00e9m m\u00f4\u017ee napr\u00edklad zobrazi\u0165 zna\u010dku ozna\u010duj\u00facu, \u017ee z\u00e1kazn\u00edk u\u017e volal v s\u00favislosti s neuhradenou platbou na svojom \u00fa\u010dte.\nAk zavol\u00e1 znova, m\u00f4\u017ee by\u0165 presmerovan\u00fd priamo na \u00fa\u010dtovn\u00e9 oddelenie, aby sa u\u0161etril \u010das a frustr\u00e1cia v\u0161etk\u00fdch. <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"690\" height=\"512\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1.png\" alt=\"\" class=\"wp-image-204702\" style=\"width:690px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1.png 690w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-300x223.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-577x428.png 577w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-424x315.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-152x113.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-88x65.png 88w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><figcaption class=\"wp-element-caption\">Zdroj: <a href=\"https:\/\/help.cloudtalk.io\/en\/articles\/5763009-caller-based-routing-with-conditions\" target=\"_blank\" rel=\"noopener\">CloudTalk<\/a><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Percentu\u00e1lne smerovanie<\/h3>\n\n\n\n<p>Pomocou percentu\u00e1lneho smerovania <strong>pridel\u00edte ur\u010dit\u00e9 percento prich\u00e1dzaj\u00facich hovorov konkr\u00e9tnej osobe alebo t\u00edmu<\/strong>.\nNapr\u00edklad 50 % obchodn\u00e9mu t\u00edmu A a 50 % obchodn\u00e9mu t\u00edmu B. Hovory m\u00f4\u017eete rozdeli\u0165 \u013eubovo\u013en\u00fdm sp\u00f4sobom. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma vyu\u017ei\u0165 percentu\u00e1lne smerovanie?<\/h4>\n\n\n\n<p>Smerujte hovory pod\u013ea percentu\u00e1lneho podielu, aby ste zabezpe\u010dili celkov\u00fa spravodlivos\u0165 a <strong>zabr\u00e1nili nedostato\u010dn\u00e9mu vyu\u017eitiu alebo pre\u0165a\u017eeniu agentov alebo t\u00edmov<\/strong>.\nNapr\u00edklad men\u0161iemu t\u00edmu po\u0161lite men\u0161ie percento hovorov. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Smerovanie na z\u00e1klade \u010dasu<\/h3>\n\n\n\n<p>Smerovanie pod\u013ea \u010dasu presmeruje hovory na <strong>z\u00e1klade denn\u00e9ho \u010dasu<\/strong>.\nM\u00f4\u017ee ich napr\u00edklad posiela\u0165 agentom v r\u00e1mci pracovn\u00fdch hod\u00edn, ale mimo nich do hlasovej schr\u00e1nky.\nAlebo rozde\u013euje hovory agentom v r\u00f4znych \u010dasov\u00fdch p\u00e1smach na z\u00e1klade ich pracovn\u00e9ho \u010dasu.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma vyu\u017ei\u0165 \u010dasov\u00e9 smerovanie?<\/h4>\n\n\n\n<p>Ak va\u0161a firma p\u00f4sob\u00ed vo viac ako jednom \u010dasovom p\u00e1sme, pou\u017eite smerovanie pod\u013ea \u010dasu.\nAk niekto zavol\u00e1 do va\u0161ej lond\u00fdnskej kancel\u00e1rie po pracovnej dobe, m\u00f4\u017eete ho presmerova\u0165 do va\u0161ej kalifornskej pobo\u010dky, ktor\u00e1 je st\u00e1le otvoren\u00e1. <strong> <\/strong>T\u00e1to mo\u017enos\u0165 sa \u010dasto pou\u017e\u00edva na<strong> <\/strong>smerovanie hovorov v offshore call centre.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Vz\u0165ah alebo smerovanie VIP<\/h3>\n\n\n\n<p>Vtedy <strong>ur\u010d\u00edte prioritu hovorov<\/strong> alebo ich presmerujete na konkr\u00e9tnych pr\u00edjemcov pod\u013ea <strong>stavu a preferenci\u00ed volaj\u00faceho<\/strong>.\nACD rozpozn\u00e1va \u010d\u00edslo alebo ID volaj\u00faceho, pr\u00edpadne pou\u017e\u00edva na smerovanie hovorov \u00fadaje o z\u00e1kazn\u00edkoch z v\u00e1\u0161ho CRM. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Kedy m\u00f4\u017ee va\u0161a firma vyu\u017ei\u0165 smerovanie na z\u00e1klade vz\u0165ahu alebo VIP?<\/h4>\n\n\n\n<p>Tento typ smerovania pou\u017eite, ak m\u00e1te hodnotn\u00fdch klientov, ktor\u00ed maj\u00fa n\u00e1rok na \u0161peci\u00e1lne zaobch\u00e1dzanie, alebo z\u00e1kazn\u00edkov, ktor\u00ed u\u017e nadviazali vz\u0165ahy s konkr\u00e9tnymi agentmi.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Pre\u010do by v\u00e1s malo zauj\u00edma\u0165 smerovanie hovorov?<\/h2>\n\n\n\n<p>Na smerovan\u00ed hovorov by v\u00e1m malo z\u00e1le\u017ea\u0165, preto\u017ee <strong>va\u0161im z\u00e1kazn\u00edkom<\/strong> <strong>z\u00e1le\u017e\u00ed <\/strong>(ve\u013emi!) na dobr\u00fdch slu\u017eb\u00e1ch.\nA k dobr\u00fdm slu\u017eb\u00e1m patr\u00ed aj r\u00fdchle a efekt\u00edvne reagovanie na prich\u00e1dzaj\u00face hovory.   <\/p>\n\n\n\n<p>Hoci si firmy u\u017e dlho uvedomuj\u00fa, \u017ee z\u00e1kazn\u00edci neradi \u010dakaj\u00fa, najnov\u0161\u00ed v\u00fdskum ukazuje, \u017ee ich trpezlivos\u0165 je e\u0161te men\u0161ia, ako by ste si mysleli.<\/p>\n\n\n\n<p>Call Centre Helper sa z\u00e1kazn\u00edkov p\u00fdtal, ako dlho s\u00fa ochotn\u00ed \u010daka\u0165, k\u00fdm preru\u0161ia hovor.\n16,9 % respondentov prieskumu uviedlo, \u017ee <a href=\"https:\/\/www.callcentrehelper.com\/2023-survey-abandon-time-227844.htm\" target=\"_blank\" rel=\"noopener\">menej ako 29 sek\u00fand<\/a>, a \u010fal\u0161\u00edch 19,1 % bolo ochotn\u00fdch \u010daka\u0165 30 a\u017e 59 sek\u00fand.\nCelkovo to znamen\u00e1, \u017ee <strong>viac ako tretina z\u00e1kazn\u00edkov chce, aby sa na ich hovory odpovedalo do jednej min\u00faty<\/strong>.  <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"510\" height=\"362\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9.png\" alt=\"\" class=\"wp-image-204714\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9.png 510w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-300x213.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-424x301.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-159x113.png 159w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-88x62.png 88w\" sizes=\"auto, (max-width: 510px) 100vw, 510px\" \/><figcaption class=\"wp-element-caption\">Zdroj: callcentrehelper.com<\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">V\u00fdhody efekt\u00edvneho syst\u00e9mu smerovania hovorov<\/h2>\n\n\n\n<p>Hlavn\u00e9 v\u00fdhody syst\u00e9mov smerovania hovorov sa vz\u0165ahuj\u00fa na z\u00e1kazn\u00edkov, zamestnancov a cel\u00fa va\u0161u firmu.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pre z\u00e1kazn\u00edkov<\/h3>\n\n\n\n<p>O \u010dasovom aspekte sme u\u017e hovorili.\n\u00c1no, z\u00e1kazn\u00edci nemusia tak dlho \u010daka\u0165, ak hovory efekt\u00edvne distribuujete prostredn\u00edctvom smerovania hovorov, ale v\u00fdhod smerovania hovorov je viac.\nZ\u00e1kazn\u00edci maj\u00fa tie\u017e v\u00e4\u010d\u0161iu pravdepodobnos\u0165, \u017ee ich <strong>ot\u00e1zka bude zodpovedan\u00e1 na prv\u00fdkr\u00e1t<\/strong>, preto\u017ee s\u00fa presmerovan\u00ed na spr\u00e1vnu osobu &#8211; najm\u00e4 ak pou\u017e\u00edvate <a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\">smerovanie zalo\u017een\u00e9 na zru\u010dnostiach<\/a>.  <\/p>\n\n\n\n<p>Nebud\u00fa sa pres\u00fava\u0165 medzi agentmi a nebud\u00fa sa musie\u0165 opakova\u0165, tak\u017ee je menej pravdepodobn\u00e9, \u017ee ich to prestane bavi\u0165 a preru\u0161ia hovor.  <\/p>\n\n\n\n<p>Ak je v\u00e1\u0161 syst\u00e9m smerovania telef\u00f3nu prepojen\u00fd aj s inteligentnou funkciou IVR, volaj\u00faci m\u00f4\u017eu n\u00e1js\u0165 odpovede aj bez toho, aby museli hovori\u0165 s agentom.\nDobre optimalizovan\u00e9 menu IVR m\u00f4\u017ee poskytova\u0165 jednoduch\u00e9 a z\u00e1kladn\u00e9 rady prostredn\u00edctvom nahran\u00fdch spr\u00e1v.   <\/p>\n\n\n\n<p>M\u00f4\u017eete napr\u00edklad nahra\u0165 spr\u00e1vu, v ktorej vysvetl\u00edte svoje otv\u00e1racie hodiny, dodacie lehoty alebo platobn\u00e9 podmienky.\nKa\u017ed\u00fd, kto zavol\u00e1 a op\u00fdta sa na tieto veci, dostane odpovede bez toho, aby musel hovori\u0165 s agentom. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pre va\u0161ich agentov alebo \u010dlenov t\u00edmu<\/h3>\n\n\n\n<p>Agenti m\u00f4\u017eu by\u0165 frustrovan\u00ed, ak nemaj\u00fa spr\u00e1vne zru\u010dnosti alebo pr\u00e1vomoci na spracovanie ot\u00e1zky.\nEfekt\u00edvne smerovanie hovorov tento probl\u00e9m rie\u0161i.\nJe pre nich pr\u00ednosnej\u0161ie pracova\u0165 na pr\u00edpadoch, na ktor\u00fdch im z\u00e1le\u017e\u00ed a ktor\u00e9 maj\u00fa kompetencie rie\u0161i\u0165 sami.\nNikto nem\u00e1 r\u00e1d ve\u010dn\u00e9 presmerovanie volaj\u00facich na niekoho in\u00e9ho, preto\u017ee im nevie pom\u00f4c\u0165.   <\/p>\n\n\n\n<p>Ke\u010f rovnomerne rozdel\u00edte hovory medzi agentov, ich pracovn\u00e1 z\u00e1\u0165a\u017e je vyv\u00e1\u017eenej\u0161ia a menej stresuj\u00faca.\nV\u010faka tomu, \u017ee z\u00e1kladn\u00e9 ot\u00e1zky vybavuje ponuka IVR, maj\u00fa agenti viac \u010dasu na pr\u00e1cu s hodnotnej\u0161\u00edmi \u00falohami.\nMali by ste zaznamena\u0165 <strong>n\u00e1rast anga\u017eovanosti a spokojnosti zamestnancov, ako aj ich<\/strong> udr\u017eanie.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pre va\u0161u firmu<\/h3>\n\n\n\n<p>Syst\u00e9my smerovania telef\u00f3nu maximalizuj\u00fa efektivitu a produktivitu a umo\u017e\u0148uj\u00fa v\u00e1m vybavi\u0165 v\u00e4\u010d\u0161\u00ed po\u010det hovorov.\nTo vedie k vy\u0161\u0161\u00edm pr\u00edjmom nielen v oblasti predaja, ale aj preto, \u017ee <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-raise-customer-satisfaction-as-an-smb\/\">zvy\u0161ujete spokojnos\u0165 z\u00e1kazn\u00edkov<\/a>. <\/p>\n\n\n\n<p>Efekt\u00edvne smerovanie hovorov m\u00e1 pozit\u00edvny vplyv na ukazovatele, ako je priemern\u00e1 r\u00fdchlos\u0165 prijatia hovoru a vyrie\u0161enie prv\u00e9ho hovoru.  <\/p>\n\n\n\n<p>Napr\u00edklad medzin\u00e1rodn\u00e1 po\u017ei\u010dov\u0148a \u00e1ut <a href=\"https:\/\/test-staging.cloudtalk.io\/discovercars-customer-story\/\">DiscoverCars<\/a> dok\u00e1zala <strong>skr\u00e1ti\u0165 \u010das \u010dakania z\u00e1kazn\u00edkov a\u017e o 80 %<\/strong> v\u010faka smerovaniu hovorov:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>V\u00fdhodou, ktor\u00fa si cen\u00edme najviac, je smerovanie hovorov.\nPomocou IVR presmerujeme z\u00e1kazn\u00edkov na agentov, ktor\u00ed hovoria ich jazykom.\nHovory m\u00f4\u017eeme rozde\u013eova\u0165 aj na z\u00e1klade f\u00e1zy, v ktorej sa z\u00e1kazn\u00edci nach\u00e1dzaj\u00fa v procese rezerv\u00e1cie, pri\u010dom vy\u0161\u0161iu prioritu maj\u00fa t\u00ed klienti, ktor\u00ed si vyzdvihuj\u00fa svoje vozidl\u00e1.  <\/em> <strong><em>Issam Daoudi &#8211; Supervisor v DiscoverCars<\/em><\/strong><\/p>\n<\/blockquote>\n\n\n\n<p>Zlep\u0161en\u00e9 prev\u00e1dzkov\u00e9 ukazovatele sa premietaj\u00fa do vy\u0161\u0161ej spokojnosti z\u00e1kazn\u00edkov (CSAT) a sk\u00f3re NPS (Net Promoter Scores).\nSpokojn\u00ed z\u00e1kazn\u00edci s v\u00e4\u010d\u0161ou pravdepodobnos\u0165ou bud\u00fa s vami obchodova\u0165, zostan\u00fa v\u00e1m vern\u00ed a bud\u00fa v\u00e1s odpor\u00fa\u010da\u0165 ostatn\u00fdm.\nZlep\u0161en\u00e9 udr\u017eanie z\u00e1kazn\u00edkov a agentov v\u00e1m medzit\u00fdm pom\u00f4\u017ee u\u0161etri\u0165 n\u00e1klady na akviz\u00edciu a n\u00e1bor.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Osved\u010den\u00e9 postupy smerovania hovorov: Tipy na spr\u00e1vne smerovanie hovorov<\/h2>\n\n\n\n<p>V\u00fdhody smerovania telefonick\u00fdch hovorov s\u00fa jasn\u00e9, ale aby ste ich \u010do najlep\u0161ie vyu\u017eili, mus\u00edte dodr\u017eiava\u0165 osved\u010den\u00e9 postupy:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Nastavenie a zlep\u0161enie smerovania pomocou v\u00fdskumu<\/h3>\n\n\n\n<p>Zlep\u0161enie slu\u017eieb z\u00e1kazn\u00edkom je k\u013e\u00fa\u010dov\u00fdm d\u00f4vodom na zavedenie smerovania hovorov.\nPred n\u00e1vrhom toku hovorov alebo pravidiel smerovania hovorov je preto rozumn\u00e9 zisti\u0165 viac o <strong>potreb\u00e1ch a preferenci\u00e1ch va\u0161ich z\u00e1kazn\u00edkov<\/strong>.   <\/p>\n\n\n\n<p>Koniec koncov, prieskum spolo\u010dnosti Salesforce ukazuje, \u017ee <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-fifth-ed.pdf\" target=\"_blank\" rel=\"noopener\">89 % firemn\u00fdch kupuj\u00facich<\/a> s v\u00e4\u010d\u0161ou pravdepodobnos\u0165ou uskuto\u010dn\u00ed n\u00e1kup, ak spolo\u010dnosti preuk\u00e1\u017eu, \u017ee rozumej\u00fa ich cie\u013eom.<\/p>\n\n\n\n<p>Pravidl\u00e1 smerovania mus\u00edte zalo\u017ei\u0165 na presn\u00fdch \u00fadajoch.\nM\u00f4\u017eete pou\u017ei\u0165 existuj\u00face inform\u00e1cie z v\u00e1\u0161ho CRM, ako aj prieskumy a \u00fadaje o spr\u00e1van\u00ed, ktor\u00e9 v\u00e1m pom\u00f4\u017eu vytvori\u0165 funguj\u00facu strat\u00e9giu smerovania hovorov. <\/p>\n\n\n\n<p>Potom predv\u00eddajte probl\u00e9my a ot\u00e1zky a pomocou progn\u00f3zovania trendov a predikt\u00edvnej anal\u00fdzy sa uistite, \u017ee ste pripraven\u00ed na obdobia s vysok\u00fdm po\u010dtom hovorov.\nJe nevyhnutn\u00e9, aby ste neust\u00e1le zhroma\u017e\u010fovali a analyzovali \u00fadaje na \u00fa\u010dely neust\u00e1leho zlep\u0161ovania. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Definovanie a prisp\u00f4sobenie pravidiel smerovania hovorov<\/h3>\n\n\n\n<p>Po vykonan\u00ed prieskumu m\u00f4\u017eete vytvori\u0165 pravidl\u00e1 smerovania, ktor\u00e9 bud\u00fa vyhovova\u0165 va\u0161im z\u00e1kazn\u00edkom a obchodn\u00fdm oper\u00e1ci\u00e1m.\nVyberte si, ktor\u00fa met\u00f3du distrib\u00facie (alebo jej kombin\u00e1ciu) chcete pou\u017e\u00edva\u0165, a zv\u00e1\u017ete okolnosti, za ktor\u00fdch ju m\u00f4\u017eete upravi\u0165. <\/p>\n\n\n\n<p>D\u00f4kladne si premyslite r\u00f4zne scen\u00e1re.  <\/p>\n\n\n\n<p>Napr\u00edklad:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Chcete, aby boli hovory presmerovan\u00e9 na &#8222;\u010fal\u0161iu najlep\u0161iu&#8220; mo\u017enos\u0165, ak osoba alebo t\u00edm prvej vo\u013eby nie je k dispoz\u00edcii?  <\/li>\n\n\n\n<li>Alebo by v takom pr\u00edpade i\u0161li hovory priamo do hlasovej schr\u00e1nky?  <\/li>\n\n\n\n<li>\u010co sa m\u00e1 sta\u0165 s VIP volaj\u00facimi?<\/li>\n<\/ul>\n\n\n\n<p>M\u00f4\u017eete nastavi\u0165 pravidl\u00e1, ktor\u00e9 umo\u017enia volaj\u00facim zosta\u0165 vo fronte aj po zatvoren\u00ed centra, presmerova\u0165 ich do zahrani\u010dn\u00e9ho call centra alebo ich nasmerova\u0165 do va\u0161ej datab\u00e1zy znalost\u00ed.\nTechnol\u00f3gia smerovania hovorov v\u00e1m dokonca m\u00f4\u017ee umo\u017eni\u0165 rozhodn\u00fa\u0165, ako dlho m\u00e1 telef\u00f3n zvoni\u0165, k\u00fdm syst\u00e9m ur\u010d\u00ed, \u017ee agent nie je k dispoz\u00edcii. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Udr\u017eujte v\u00fdzvy a spr\u00e1vy IVR stru\u010dn\u00e9, ale informat\u00edvne<\/h3>\n\n\n\n<p>Je d\u00f4le\u017eit\u00e9, aby <strong>sa z\u00e1kazn\u00edci v<\/strong> menu IVR <strong>\u013eahko orientovali<\/strong>.\nUdr\u017eujte mo\u017enosti \u010do najjednoduch\u0161ie, aby ste predi\u0161li zm\u00e4tku a zv\u00fd\u0161ili pravdepodobnos\u0165, \u017ee sa po\u017eiadavka spoj\u00ed s vhodn\u00fdm agentom.   <\/p>\n\n\n\n<p>Napr\u00edklad namiesto mno\u017estva inform\u00e1ci\u00ed v \u00favodnom uv\u00edtan\u00ed pou\u017eite \u010fal\u0161ie podmenu.\nM\u00f4\u017eete vytvori\u0165 prisp\u00f4soben\u00e9 uv\u00edtania pre r\u00f4zne \u010dasy alebo oddelenia, pr\u00edpadne na ozn\u00e1menie zmenen\u00fdch otv\u00e1rac\u00edch hod\u00edn po\u010das sviatkov.   <\/p>\n\n\n\n<p>Volaj\u00faci tie\u017e ocenia aktu\u00e1lne inform\u00e1cie o aktu\u00e1lnom \u010dase \u010dakania a svojej poz\u00edcii vo fronte, ako aj spr\u00e1vy pon\u00fakaj\u00face alternat\u00edvne mo\u017enosti, ako je sp\u00e4tn\u00e9 volanie alebo hlasov\u00e1 schr\u00e1nka.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1262\" height=\"711\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3.png\" alt=\"\" class=\"wp-image-204786\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3.png 1262w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-1024x577.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-768x433.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-88x50.png 88w\" sizes=\"auto, (max-width: 1262px) 100vw, 1262px\" \/><figcaption class=\"wp-element-caption\">Zdroj: <a href=\"https:\/\/help.cloudtalk.io\/en\/articles\/5412332-configure-sounds-and-greetings\" target=\"_blank\" rel=\"noopener\">Cloudtalk<\/a><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Vyu\u017e\u00edvajte svoj CRM na \u010fal\u0161ie zlep\u0161enie smerovania hovorov<\/h3>\n\n\n\n<p>Ak je v\u00e1\u0161 softv\u00e9r na smerovanie hovorov integrovan\u00fd so syst\u00e9mom CRM (ako <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/integrovany-softver-pre-call-centra\/\">CloudTalk s mnoh\u00fdmi popul\u00e1rnymi syst\u00e9mami<\/a>), m\u00f4\u017eete smerovanie hovorov e\u0161te viac vylep\u0161i\u0165.  <\/p>\n\n\n\n<p>V\u00e1\u0161 ACD bude m\u00f4c\u0165 \u010derpa\u0165 relevantn\u00e9 \u00fadaje o z\u00e1kazn\u00edkoch, ako s\u00fa inform\u00e1cie o \u00fa\u010dtoch, hist\u00f3ria konverz\u00e1ci\u00ed a pozn\u00e1mky z\u00e1stupcov a agentov.<\/p>\n\n\n\n<p>To umo\u017e\u0148uje syst\u00e9mu nielen inteligentn\u00e9 smerovanie na z\u00e1klade volaj\u00faceho, ale tie\u017e u\u013eah\u010duje agentom personalizova\u0165 interakcie.\nSkracuje \u010das \u010dakania v rade a odstra\u0148uje potrebu vyh\u013ead\u00e1vania inform\u00e1ci\u00ed po\u010das hovorov.\nNavy\u0161e agenti m\u00f4\u017eu automaticky prid\u00e1va\u0165 nov\u00e9 \u00fadaje do syst\u00e9mu CRM na bud\u00face pou\u017eitie a referencie.    <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Smerovanie hovorov: Va\u0161a cesta k spokojnej\u0161\u00edm z\u00e1kazn\u00edkom, anga\u017eovan\u00fdm agentom a lep\u0161\u00edm v\u00fdsledkom<\/h2>\n\n\n\n<p>Jednoducho povedan\u00e9, dobr\u00e9 smerovanie hovorov rob\u00ed v\u0161etk\u00fdch \u0161\u0165astn\u00fdmi.\nVa\u0161i <strong>z\u00e1kazn\u00edci s\u00fa spokojn\u00ed,<\/strong> preto\u017ee ste r\u00fdchlo vyrie\u0161ili ich ot\u00e1zky.\nVa\u0161i <strong>agenti s\u00fa spokojn\u00ed,<\/strong> preto\u017ee sa c\u00edtia posilnen\u00ed a odmenen\u00ed.\nA vy zni\u017eujete neefekt\u00edvnos\u0165 a zvy\u0161ujete pr\u00edjmy, tak\u017ee <strong>vedenie spolo\u010dnosti je ur\u010dite spokojn\u00e9<\/strong>.   <\/p>\n\n\n\n<p>So spr\u00e1vnym rie\u0161en\u00edm smerovania hovorov m\u00f4\u017eete dosiahnu\u0165 t\u00fato \u00farove\u0148 spokojnosti.\nZistite, ako je v\u010faka CloudTalku smerovanie hovorov hra\u010dkou &#8211; kontaktujte n\u00e1s a vysk\u00fa\u0161ajte si demo verziu alebo <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/14-dnova-bezplatna-skusobna-verzia-cloudtalku\/\">si ho vysk\u00fa\u0161ajte zadarmo<\/a>. <\/p>\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<h3 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky o smerovan\u00ed hovorov<\/h3>\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 \">Ak\u00fd je rozdiel medzi smerovan\u00edm a presmerovan\u00edm hovorov?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Smerovanie hovorov a presmerovanie hovorov s\u00fa funkcie spr\u00e1vy hovorov, ale nie je to to ist\u00e9.<br \/>\nPri smerovan\u00ed hovorov nastav\u00edte vopred definovan\u00e9 pravidl\u00e1, ktor\u00e9 ur\u010duj\u00fa, ako sa maj\u00fa rozdeli\u0165 v\u0161etky hovory prijat\u00e9 va\u0161ou firmou alebo call centrom.<br \/>\nPri presmerovan\u00ed hovorov nastavujete pravidl\u00e1 na automatick\u00e9 presmerovanie hovorov z jedn\u00e9ho individu\u00e1lneho \u010d\u00edsla na in\u00e9.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ako sa smeruj\u00fa telef\u00f3nne hovory?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Telef\u00f3nne hovory s\u00fa smerovan\u00e9 pod\u013ea vopred nastaven\u00fdch pravidiel, ktor\u00e9 si definujete a prisp\u00f4sob\u00edte v r\u00e1mci svojho rie\u0161enia pre firemn\u00e9 hovory.<br \/>\nTieto pravidl\u00e1 ur\u010duj\u00fa syst\u00e9mu, ako chcete rozdeli\u0165 hovory &#8211; mo\u017eno na z\u00e1klade faktorov vr\u00e1tane \u010dasu, volaj\u00faceho a \u010fal\u0161\u00edch &#8211; a kombin\u00e1cia technol\u00f3gie IVR a ACD pod\u013ea toho smeruje hovory.   <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Je smerovanie hovorov ur\u010den\u00e9 len pre call a kontaktn\u00e9 centr\u00e1?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Nie nevyhnutne.<br \/>\nHoci sa pravidl\u00e1 smerovania hovorov zvy\u010dajne najviac sp\u00e1jaj\u00fa s telef\u00f3nnymi a kontaktn\u00fdmi centrami, m\u00f4\u017eu by\u0165 pr\u00ednosom aj pre podniky vo v\u0161eobecnosti.<br \/>\nM\u00f4\u017eete napr\u00edklad chcie\u0165 nastavi\u0165 smerovanie hovorov tak, aby hovory t\u00fdkaj\u00face sa \u00fa\u010dtov smerovali priamo na \u00fa\u010dtovn\u00e9 oddelenie.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710507718474\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Potrebuje moja firma syst\u00e9m smerovania hovorov?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>To z\u00e1le\u017e\u00ed na tom.<br \/>\nPrij\u00edma va\u0161a firma ve\u013ek\u00e9 mno\u017estvo prich\u00e1dzaj\u00facich hovorov?<br \/>\nSna\u017e\u00edte sa poskytova\u0165 vynikaj\u00facu \u00farove\u0148 z\u00e1kazn\u00edckej podpory?<br \/>\nAk je odpove\u010f na obe tieto ot\u00e1zky kladn\u00e1, potom by va\u0161a firma pravdepodobne mohla ma\u0165 prospech z efekt\u00edvneho smerovania hovorov.   <\/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>Ak\u00e1 je skuto\u010dn\u00e1 sila vynikaj\u00faceho z\u00e1kazn\u00edckeho servisu? Pod\u013ea prieskumu spolo\u010dnosti HubSpot 93 % z\u00e1kazn\u00edkov tvrd\u00ed, \u017ee bud\u00fa opakovane nakupova\u0165 v&#8230;<\/p>\n","protected":false},"author":126,"featured_media":204649,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[671],"tags":[],"class_list":["post-229402","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telefonny-system"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/229402","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\/126"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=229402"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/229402\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/204649"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=229402"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=229402"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=229402"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}