{"id":231843,"date":"2024-07-31T12:26:41","date_gmt":"2024-07-31T10:26:41","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/11-bezplatnych-prikladov-ivr-skriptov-copy-create-your-own\/"},"modified":"2024-07-31T12:29:14","modified_gmt":"2024-07-31T10:29:14","slug":"11-bezplatnych-prikladov-ivr-skriptov-copy-create-your-own","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/11-bezplatnych-prikladov-ivr-skriptov-copy-create-your-own\/","title":{"rendered":"11 bezplatn\u00fdch pr\u00edkladov IVR skriptov [Copy + Create Your Own]"},"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\">11 pr\u00edkladov scen\u00e1rov IVR pre vynikaj\u00face CX<\/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 is-style-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\">ZA\u010cNITE VOLA\u0164<\/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-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/blog-illustration.svg\" alt=\"\" class=\"wp-image-207022\"\/><\/figure><\/div>\n\n\n<div style=\"height:49px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Z prieskumu vyplynulo, \u017ee <a href=\"https:\/\/get.nice.com\/rs\/069-KVM-666\/images\/0003959_en_digital-first-cx-report.pdf\" target=\"_blank\" rel=\"noopener\">81 %<\/a> spotrebite\u013eov chce viac samoobslu\u017en\u00fdch mo\u017enost\u00ed.\nNaproti tomu len 60 % podnikov si mysl\u00ed, \u017ee spotrebitelia chc\u00fa viac.\nTento rozdiel v n\u00e1zoroch by mohol vies\u0165 k men\u0161ej spokojnosti z\u00e1kazn\u00edkov.    <\/p>\n\n\n\n<p>Syst\u00e9my IVR v\u0161ak m\u00f4\u017eu preklen\u00fa\u0165 priepas\u0165 medzi va\u0161ou firmou a o\u010dak\u00e1vaniami z\u00e1kazn\u00edkov.\nSpr\u00e1vne nastaven\u00e9 m\u00f4\u017eu poskytn\u00fa\u0165 samoobslu\u017en\u00e9 rie\u0161enia <em>a<\/em> u\u013eah\u010di\u0165 pr\u00edstup k spr\u00e1vnym agentom. <\/p>\n\n\n\n<p>Ako dosiahnu\u0165 spr\u00e1vne nastavenie na zlep\u0161enie z\u00e1kazn\u00edckej sk\u00fasenosti (CX) pri prich\u00e1dzaj\u00facich hovoroch?\nZa\u010d\u00edna to scen\u00e1rom IVR.\nPozrime sa na v\u0161etko, \u010do potrebujete vedie\u0165 o skriptovan\u00ed IVR.    <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 poznatky<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Skripty IVR s\u00fa fr\u00e1zy a v\u00fdzvy, ktor\u00e9 volaj\u00faci po\u010duj\u00fa, ke\u010f sa dovolaj\u00fa do v\u00e1\u0161ho interakt\u00edvneho syst\u00e9mu hlasovej odozvy.<\/li>\n\n\n\n<li>Skriptovanie IVR by ste mali pou\u017e\u00edva\u0165 na uv\u00edtania, ponuky, presuny, obchodn\u00e9 hodiny a mnoh\u00e9 \u010fal\u0161ie \u00fa\u010dely.<\/li>\n\n\n\n<li>Spr\u00e1vne nastavenie spr\u00e1v IVR m\u00f4\u017ee zlep\u0161i\u0165 slu\u017eby z\u00e1kazn\u00edkom t\u00fdm, \u017ee pom\u00f4\u017ee pri smerovan\u00ed hovorov, preto\u017ee jasn\u00e1 spr\u00e1va zabezpe\u010d\u00ed, \u017ee volaj\u00faci pochopia, s ktor\u00fdm agentom alebo oddelen\u00edm maj\u00fa hovori\u0165.<\/li>\n\n\n\n<li>Skripty IVR by ste mali prisp\u00f4sobi\u0165 svojej firme a jej publiku.<\/li>\n\n\n\n<li>CloudTalk m\u00e1 intuit\u00edvnu funkciu IVR a n\u00e1vrh\u00e1ra toku hovorov, ktor\u00e9 m\u00f4\u017eete pou\u017ei\u0165 na zavedenie prisp\u00f4soben\u00fdch scen\u00e1rov a zefekt\u00edvnenie interakcie so z\u00e1kazn\u00edkmi.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Kr\u00e1tka rekapitul\u00e1cia: \u010co je IVR?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/interactive-voice-response-ivr\/\">IVR<\/a> je skratka pre interakt\u00edvnu hlasov\u00fa odozvu.\nJe to funkcia podnikov\u00e9ho telef\u00f3nneho syst\u00e9mu ur\u010den\u00e1 na zhroma\u017e\u010fovanie inform\u00e1ci\u00ed od volaj\u00faceho a jeho nasmerovanie na r\u00fdchle vyrie\u0161enie jeho probl\u00e9mu.   <\/p>\n\n\n\n<p>Syst\u00e9my IVR pou\u017e\u00edvaj\u00fa technol\u00f3giu Dual-Tone Multi-Frequency (DTMF), rozpozn\u00e1vanie re\u010di a vopred nahrat\u00e9 spr\u00e1vy.\nVolaj\u00faci potom m\u00f4\u017eu stla\u010di\u0165 spr\u00e1vne tla\u010didlo alebo zada\u0165 hovoren\u00fd pokyn na navig\u00e1ciu v ponuk\u00e1ch IVR.\nModernej\u0161ie rie\u0161enia kombinuj\u00fa tieto ponuky IVR s umelou inteligenciou na \u010fal\u0161iu personaliz\u00e1ciu interakci\u00ed.    <\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h3 class=\"wp-block-heading\">V\u00fdhody IVR pre va\u0161u firmu<\/h3>\n\n\n\n<p>Syst\u00e9my IVR poskytuj\u00fa v\u00e1\u0161mu podniku cel\u00fd rad v\u00fdhod:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u00daspora n\u00e1kladov <\/strong>&#8211; hovory m\u00f4\u017eete spravova\u0165 efekt\u00edvnej\u0161ie, a tak pracova\u0165 s men\u0161\u00edm po\u010dtom agentov.\nNapr\u00edklad volaj\u00faci, ktor\u00ed chc\u00fa jednoducho vedie\u0165 va\u0161e otv\u00e1racie hodiny alebo pravidl\u00e1 vr\u00e1tenia tovaru, m\u00f4\u017eu by\u0165 presmerovan\u00ed na vopred nahrat\u00fa spr\u00e1vu.\nVa\u0161i agenti m\u00f4\u017eu medzit\u00fdm vybavova\u0165 in\u00e9, zlo\u017eitej\u0161ie ot\u00e1zky.    <\/li>\n\n\n\n<li><strong>Lep\u0161ie slu\u017eby z\u00e1kazn\u00edkom <\/strong>&#8211; IVR m\u00f4\u017ee pom\u00f4c\u0165 zn\u00ed\u017ei\u0165 \u010das \u010dakania a zv\u00fd\u0161i\u0165 po\u010det prv\u00fdch kontaktov (FCR).\nTo preto, \u017ee pom\u00e1ha volaj\u00facim presmerova\u0165 sa na spr\u00e1vneho agenta alebo oddelenie &#8211; tak\u00e9, ktor\u00e9 je schopn\u00e9 vyrie\u0161i\u0165 ich probl\u00e9m hne\u010f pri prvom kontakte. <\/li>\n\n\n\n<li><strong>Konzistentn\u00e9 z\u00e1\u017eitky <\/strong>&#8211; menu IVR s dobre nap\u00edsan\u00fdmi skriptami poskytuj\u00fa ka\u017ed\u00e9mu z\u00e1kazn\u00edkovi z\u00e1\u017eitok v s\u00falade so zna\u010dkou, ktor\u00fd sp\u013a\u0148a firemn\u00e9 \u0161tandardy.\nM\u00f4\u017eete zachova\u0165 t\u00f3n a dojem, ktor\u00fd chcete sprostredkova\u0165 ka\u017ed\u00e9mu volaj\u00facemu. <\/li>\n\n\n\n<li><strong>Podpora 24 hod\u00edn denne, 7 dn\u00ed v t\u00fd\u017edni <\/strong>&#8211; IVR je k dispoz\u00edcii z\u00e1kazn\u00edkom nepretr\u017eite, aj ke\u010f im len prehr\u00e1 spr\u00e1vu s vysvetlen\u00edm, kedy bud\u00fa va\u0161i agenti najbli\u017e\u0161ie k dispoz\u00edcii.<\/li>\n\n\n\n<li><strong>Jednoduch\u00e9 smerovanie hovorov <\/strong>&#8211; volaj\u00faci sa pohybuj\u00fa v ponuk\u00e1ch a s\u00fa r\u00fdchlo presmerovan\u00ed na najlep\u0161ieho agenta pre ich probl\u00e9m.<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">V\u00fdhody odch\u00e1dzaj\u00faceho volania pre firmy<\/h2>\n\n\n\n<p>Odch\u00e1dzaj\u00face hovory pon\u00fakaj\u00fa mno\u017estvo v\u00fdhod pre podniky, ktor\u00e9 sa sna\u017eia posilni\u0165 svoj predajn\u00fd potenci\u00e1l, zlep\u0161i\u0165 interakcie so z\u00e1kazn\u00edkmi a podpori\u0165 rast.\nTu je nieko\u013eko k\u013e\u00fa\u010dov\u00fdch v\u00fdhod: <\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Zlep\u0161enie generovania a kvalifik\u00e1cie potenci\u00e1lnych z\u00e1kazn\u00edkov<\/strong>: Odch\u00e1dzaj\u00face hovory v\u00e1m umo\u017enia proakt\u00edvne oslovi\u0165 potenci\u00e1lnych z\u00e1kazn\u00edkov, efekt\u00edvne identifikova\u0165 a kvalifikova\u0165 potenci\u00e1lnych z\u00e1kazn\u00edkov a podpori\u0165 siln\u00fd predajn\u00fd potenci\u00e1l.  <\/li>\n\n\n\n<li><strong>U\u013eah\u010denie priamej a prisp\u00f4sobenej komunik\u00e1cie<\/strong>: Agenti m\u00f4\u017eu prisp\u00f4sobi\u0165 svoju spr\u00e1vu na z\u00e1klade konkr\u00e9tnych potrieb a preferenci\u00ed pr\u00edjemcu, \u010d\u00edm sa v\u00fdrazne zlep\u0161\u00ed sk\u00fasenos\u0165 a d\u00f4vera z\u00e1kazn\u00edkov.<\/li>\n\n\n\n<li><strong>Zv\u00fd\u0161enie predaja a pr\u00edjmov<\/strong>: V\u010faka priamej komunik\u00e1cii s potenci\u00e1lnymi kupuj\u00facimi sl\u00fa\u017eia odch\u00e1dzaj\u00face hovory ako \u00fa\u010dinn\u00fd n\u00e1stroj na uzatv\u00e1ranie predaja a propag\u00e1ciu \u010fal\u0161\u00edch produktov alebo slu\u017eieb.\nTento praktick\u00fd pr\u00edstup \u00fa\u010dinne ovplyv\u0148uje n\u00e1kupn\u00e9 rozhodnutia, <a   href=\"\">podporuje obchodn\u00fd rast<\/a> a zvy\u0161uje pr\u00edjmy. <\/li>\n\n\n\n<li><strong>Dosiahnutie n\u00e1kladovo efekt\u00edvneho dosahu:<\/strong> Odch\u00e1dzaj\u00face hovory zvy\u0161uj\u00fa anga\u017eovanos\u0165 z\u00e1kazn\u00edkov a zlep\u0161uj\u00fa ich slu\u017eby pri ni\u017e\u0161\u00edch n\u00e1kladoch, \u010d\u00edm napom\u00e1haj\u00fa udr\u017eaniu z\u00e1kazn\u00edkov, posil\u0148uj\u00fa ich lojalitu a zvy\u0161uj\u00fa po\u010det opakovan\u00fdch obchodov, a t\u00fdm buduj\u00fa udr\u017eate\u013en\u00fa reput\u00e1ciu zna\u010dky.<\/li>\n\n\n\n<li><strong>Zr\u00fdchlenie prieskumu trhu a zberu sp\u00e4tnej v\u00e4zby<\/strong>: Odch\u00e1dzaj\u00face hovory r\u00fdchlo zhroma\u017e\u010fuj\u00fa sp\u00e4tn\u00fa v\u00e4zbu od z\u00e1kazn\u00edkov a poznatky o trhu, \u010do umo\u017e\u0148uje r\u00fdchle prisp\u00f4sobenie sa podnikaniu a inov\u00e1cie.<\/li>\n\n\n\n<li><strong>Zlep\u0161enie udr\u017eania z\u00e1kazn\u00edkov<\/strong>: Personalizovan\u00e9 oslovenie ukazuje z\u00e1kazn\u00edkom, \u017ee ich n\u00e1zor je cenen\u00fd a ich potreby s\u00fa rie\u0161en\u00e9 sk\u00f4r, ako vznikn\u00fa probl\u00e9my.\nT\u00e1to strat\u00e9gia prevent\u00edvnej komunik\u00e1cie zvy\u0161uje spokojnos\u0165, prehlbuje vz\u0165ahy so z\u00e1kazn\u00edkmi a zvy\u0161uje mieru udr\u017eania z\u00e1kazn\u00edkov. <\/li>\n<\/ol>\n\n\n\n<div style=\"height:50px\" 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\">Z\u00edskajte teraz najlep\u0161\u00ed softv\u00e9r pre call centr\u00e1<\/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-Customer-loyalty-213x300.png\" alt=\"\" class=\"wp-image-185690\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-725x1024.png 725w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-768x1084.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-765x1080.png 765w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-526x742.png 526w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-Customer-loyalty.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\/outbound-sales-ebook\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je to skript IVR?<\/h2>\n\n\n\n<p>Scen\u00e1r IVR je podobn\u00fd scen\u00e1ru pre divadeln\u00fa hru alebo telev\u00edzny program.\nObsahuje slov\u00e1, ktor\u00e9 volaj\u00faci po\u010duj\u00fa pri interakcii s va\u0161imi ponukami IVR.   <\/p>\n\n\n\n<p>Prvou skriptovanou spr\u00e1vou by mal by\u0165 napr\u00edklad pozdrav.\nKa\u017ed\u00e9 podmenu potom bude ma\u0165 skript s prisp\u00f4sobenou spr\u00e1vou, ktor\u00e1 z\u00e1kazn\u00edkom pom\u00f4\u017ee n\u00e1js\u0165 to, \u010do potrebuj\u00fa.   <\/p>\n\n\n\n<p>Skripty sa vz\u0165ahuj\u00fa aj na spr\u00e1vy po\u010das zadr\u017eania, prenosu alebo ozn\u00e1men\u00ed.\nSpr\u00e1vy IVR m\u00f4\u017eete vytv\u00e1ra\u0165 pomocou nahr\u00e1vok od hlasov\u00fdch hercov a modern\u00e9 syst\u00e9my IVR m\u00f4\u017eu dokonca vyu\u017e\u00edva\u0165 technol\u00f3giu prevodu textu na re\u010d a umel\u00fa inteligenciu na generovanie po\u010dute\u013enej re\u010di podobnej \u013eudskej. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">11 Pr\u00edklady skriptov IVR<\/h2>\n\n\n\n<p>Ka\u017ed\u00fa spr\u00e1vu IVR by ste mali optimalizova\u0165 tak, aby volaj\u00facich \u010do najr\u00fdchlej\u0161ie nasmerovala k rie\u0161eniu.\nSkvel\u00e9 skripty IVR musia tie\u017e podporova\u0165 v\u00e1\u0161 t\u00edm z\u00e1kazn\u00edckeho servisu t\u00fdm, \u017ee bud\u00fa efekt\u00edvne presmerov\u00e1va\u0165 hovory.   <\/p>\n\n\n\n<p>Pozrime sa na nieko\u013eko pr\u00edkladov skriptov interakt\u00edvnej hlasovej odozvy pre 11 be\u017en\u00fdch scen\u00e1rov:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 V\u0161eobecn\u00e9 skripty pozdravov<\/h3>\n\n\n\n<p>V\u0161eobecn\u00fd pozdrav v\u00e1\u0161ho menu IVR je jeho uv\u00edtacia spr\u00e1va.\nSp\u00f4sob, ak\u00fdm uvediete z\u00e1kazn\u00edkov do syst\u00e9mu, m\u00f4\u017ee rozhodn\u00fa\u0165 o celom z\u00e1\u017eitku. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklady v\u0161eobecn\u00fdch pozdravov<\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem, \u017ee ste zavolali na [your company name].\nV\u00e1\u0161 d\u00f4veryhodn\u00fd partner pre [brief description of your services\/products].   <\/p>\n\n\n\n<p class=\"has-text-align-center\">V pr\u00edpade angli\u010dtiny zosta\u0148te na linke.\nPara Espanol, oprima uno. <\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak pozn\u00e1te predvo\u013ebu, na ktor\u00fa sa chcete dovola\u0165, vyto\u010dte ju alebo vyslovte teraz.<\/p>\n\n\n\n<p class=\"has-text-align-center\">V opa\u010dnom pr\u00edpade zosta\u0148te na linke, kde n\u00e1jdete \u010fal\u0161ie mo\u017enosti.<\/p>\n\n\n\n<p class=\"has-text-align-center\">\u010eakujeme, \u017ee ste si vybrali [company name].\nV\u00e1\u017eime si va\u0161ich slu\u017eieb.&#8220; <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd v\u0161eobecn\u00fd pozdravn\u00fd scen\u00e1r?<\/h4>\n\n\n\n<p>Skript uv\u00edtania je prv\u00fdm dojmom, ktor\u00fd volaj\u00faci z\u00edskaj\u00fa z v\u00e1\u0161ho kan\u00e1la telefonickej podpory.\nAk je \u0165a\u017eko zrozumite\u013en\u00fd alebo ak sa pr\u00edli\u0161 dlho tiahne, z\u00e1kazn\u00edci pravdepodobne frustrovane zavesia.\nNajlep\u0161ie pozdravy IVR s\u00fa stru\u010dn\u00e9 a v\u00fdsti\u017en\u00e9.    <\/p>\n\n\n\n<p>Ak pon\u00fakate viacjazy\u010dn\u00fa podporu, je tie\u017e d\u00f4le\u017eit\u00e9 zavies\u0165 v\u00fdber jazyka do pozdravu.  <\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"932\" height=\"661\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2.png\" alt=\"\" class=\"wp-image-207115\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2.png 932w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2-300x213.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2-768x545.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2-603x428.png 603w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2-424x301.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2-159x113.png 159w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-2-88x62.png 88w\" sizes=\"auto, (max-width: 932px) 100vw, 932px\" \/><figcaption class=\"wp-element-caption\">Zoznam\/grafika, ako je nasleduj\u00faca, s <a href=\"https:\/\/www.statista.com\/statistics\/183483\/ranking-of-languages-spoken-at-home-in-the-us-in-2008\/\" target=\"_blank\" rel=\"noopener\">desiatimi naj\u010dastej\u0161ie<\/a> pou\u017e\u00edvan\u00fdmi neanglick\u00fdmi jazykmi v USA.<\/figcaption><\/figure>\n\n\n\n<p>Napr\u00edklad len v USA je viac ako <a href=\"https:\/\/www.statista.com\/statistics\/183483\/ranking-of-languages-spoken-at-home-in-the-us-in-2008\/\" target=\"_blank\" rel=\"noopener\">42 mili\u00f3nov<\/a> \u013eud\u00ed hovoriacich po \u0161panielsky.\nAk podnik\u00e1te v USA, nechcete n\u00fati\u0165 potenci\u00e1lne vysok\u00fd po\u010det volaj\u00facich, aby pokra\u010dovali v komunik\u00e1cii v jazyku, ktor\u00fd neovl\u00e1daj\u00fa.\nDajte im hne\u010f mo\u017enos\u0165 pou\u017ei\u0165 ich ob\u013e\u00faben\u00fd jazyk.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Skripty mo\u017enost\u00ed menu<\/h3>\n\n\n\n<p>Skripty mo\u017enost\u00ed ponuky s\u00fa ur\u010den\u00e9 na to, aby ste volaj\u00facich po\u017eiadali o v\u00fdber.\nKa\u017ed\u00e9 podmenu v\u00e1\u0161ho stromu IVR sa mus\u00ed riadi\u0165 \u0161tandardn\u00fdm skriptom, aby sa zabezpe\u010dila konzistentn\u00e1 z\u00e1kazn\u00edcka sk\u00fasenos\u0165. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad skriptu mo\u017enost\u00ed menu  <\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem, \u017ee ste zavolali na [company name].\nV kr\u00e1tkom \u010dase v\u00e1m pom\u00f4\u017eeme.\nPozorne si pros\u00edm vypo\u010dujte nasleduj\u00face pokyny:  <\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak sa chcete spoji\u0165 s oddelen\u00edm predaja, stla\u010dte tla\u010didlo 1.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete hovori\u0165 so z\u00e1kazn\u00edckou podporou, stla\u010dte tla\u010didlo 2.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Pre ot\u00e1zky t\u00fdkaj\u00face sa faktur\u00e1cie stla\u010dte tla\u010didlo 3.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak potrebujete technick\u00fa podporu, stla\u010dte tla\u010didlo 4.<\/p>\n\n\n\n<p class=\"has-text-align-center\">V pr\u00edpade v\u0161etk\u00fdch ostatn\u00fdch ot\u00e1zok stla\u010dte tla\u010didlo 5 alebo zosta\u0148te na linke a hovorte so z\u00e1stupcom.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete tieto mo\u017enosti po\u010du\u0165 znova, stla\u010dte tla\u010didlo 9.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Upozor\u0148ujeme, \u017ee tento hovor m\u00f4\u017ee by\u0165 nahr\u00e1van\u00fd na \u00fa\u010dely kvality a \u0161kolenia.&#8220;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript mo\u017enost\u00ed menu?<\/h4>\n\n\n\n<p>Sedem z desiatich spolo\u010dnost\u00ed uv\u00e1dza, \u017ee miera zvl\u00e1dnutia IVR je <a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/operations-blog\/why-ivr-still-matters-in-an-ai-world\" target=\"_blank\" rel=\"noopener\">30 %<\/a> alebo ni\u017e\u0161ia.\nK n\u00edzkej miere zvl\u00e1dnutia volieb prispievaj\u00fa zl\u00e9 scen\u00e1re mo\u017enost\u00ed menu.\nVolaj\u00faci, ktor\u00ed si nie s\u00fa ist\u00ed svojimi mo\u017enos\u0165ami, s v\u00e4\u010d\u0161ou pravdepodobnos\u0165ou preru\u0161\u00ed svoj hovor.  <\/p>\n\n\n\n<p>Stru\u010dn\u00fdmi pokynmi m\u00f4\u017eete pred\u00eds\u0165 zm\u00e4tku.\nUve\u010fte oddelenie a potom \u010d\u00edslo, ktor\u00e9 treba stla\u010di\u0165 (a nie naopak). <\/p>\n\n\n\n<p>V aplik\u00e1cii CloudTalk m\u00f4\u017eete na \u010fal\u0161iu optimaliz\u00e1ciu interakcie so z\u00e1kazn\u00edkmi pou\u017ei\u0165 aj <a href=\"https:\/\/test-staging.cloudtalk.io\/call-flow-designer\/\">n\u00e1vrh\u00e1r toku hovorov<\/a> s viac ako 20 mo\u017enos\u0165ami smerovania.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Skripty podr\u017ean\u00fdch alebo \u010dakaj\u00facich spr\u00e1v<\/h3>\n\n\n\n<p>Z\u00e1kazn\u00edci po\u010d\u00favaj\u00fa \u010dakaj\u00face spr\u00e1vy a \u010dakaj\u00fa v rade na \u010fal\u0161ieho vo\u013en\u00e9ho agenta.\nPri presmerovan\u00ed alebo presmerovan\u00ed hovoru na in\u00e9 oddelenie po\u010d\u00favaj\u00fa spr\u00e1vy o \u010dakan\u00ed.\nOba typy spr\u00e1v \u010dasto pravidelne opakuj\u00fa inform\u00e1cie medzi hudbou na po\u010dkanie.    <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad scen\u00e1ra podr\u017eanej alebo \u010dakaj\u00facej spr\u00e1vy  <\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem, \u017ee ste zavolali na [company name].<\/p>\n\n\n\n<p class=\"has-text-align-center\">\u017dia\u013e, zaznamen\u00e1vame vysok\u00fd po\u010det hovorov.\nV\u00e1\u0161 hovor je pre n\u00e1s d\u00f4le\u017eit\u00fd.\nZosta\u0148te, pros\u00edm, na linke.\n\u010coskoro sa v\u00e1m bude venova\u0165 \u010fal\u0161\u00ed dostupn\u00fd z\u00e1stupca.   <\/p>\n\n\n\n<p class=\"has-text-align-center\">V\u00e1\u0161 hovor m\u00e1 \u010d\u00edslo [x] vo fronte, predpokladan\u00fd \u010das \u010dakania je [y] min\u00fat.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Vedeli ste to?\nNovinky, inform\u00e1cie o produktoch a \u010fal\u0161ie inform\u00e1cie n\u00e1jdete aj na na\u0161ej webovej str\u00e1nke <wpcodeself wptype=\"\" wpml_attr_0=\"\" wpml_attr_1=\"\">. <\/wpcodeself><\/p>\n\n\n\n<p class=\"has-text-align-center\">Oce\u0148ujeme va\u0161u trpezlivos\u0165, ke\u010f zost\u00e1vate na linke.  <\/p>\n\n\n\n<p class=\"has-text-align-center\">\u010eakujeme, \u017ee ste si vybrali [company name].&#8220;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript \u010dakaj\u00facej alebo podr\u017eanej spr\u00e1vy?<\/h4>\n\n\n\n<p>Nikto nem\u00e1 r\u00e1d dlh\u00e9 \u010dakanie na telef\u00f3ne.\nE\u0161te hor\u0161ie je, ke\u010f \u010dak\u00e1te a neviete, ako dlho budete \u010daka\u0165.\nZ\u00e1kazn\u00edci musia vedie\u0165, \u010do sa deje a do ak\u00e9ho \u010dasov\u00e9ho z\u00e1v\u00e4zku sa p\u00fa\u0161\u0165aj\u00fa.    <\/p>\n\n\n\n<p>Skript\u00e1 na \u010dakanie informuj\u00fa z\u00e1kazn\u00edkov a zmier\u0148uj\u00fa nepr\u00edjemnosti spojen\u00e9 s \u010dakan\u00edm, \u010d\u00edm pom\u00e1haj\u00fa zlep\u0161ova\u0165 celkov\u00e9 slu\u017eby z\u00e1kazn\u00edkom.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Spolo\u010dnos\u0165 DiscoverCars sprac\u00fava ve\u013ek\u00e9 mno\u017estvo rezerv\u00e1ci\u00ed \u00e1ut.\nKe\u010f \u013eudia cestuj\u00fa, nem\u00f4\u017eu si dovoli\u0165 tr\u00e1vi\u0165 drahocenn\u00fd \u010das po\u010d\u00favan\u00edm hudby na po\u010dkanie.\nPo prechode na CloudTalk ako rie\u0161enie pre firemn\u00e9 hovory spolo\u010dnos\u0165 skr\u00e1tila \u010das \u010dakania na hovor o <a   href=\"\">80 %<\/a>, \u010diasto\u010dne v\u010faka intuit\u00edvnej funkcii IVR.  <\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Skripty \u017eiadosti o sp\u00e4tn\u00e9 volanie<\/h3>\n\n\n\n<p>Skripty \u017eiadosti o <a href=\"https:\/\/test-staging.cloudtalk.io\/callback\/\">sp\u00e4tn\u00e9 volanie<\/a> pon\u00fakaj\u00fa z\u00e1kazn\u00edkom alternat\u00edvu k \u010dakaniu na telef\u00f3ne.\nVolaj\u00faci m\u00f4\u017eu po\u017eiada\u0165 o sp\u00e4tn\u00e9 zavolanie, ke\u010f je dopyt ni\u017e\u0161\u00ed a v \u010dase, ktor\u00fd im vyhovuje. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad skriptu sp\u00e4tn\u00e9ho volania  <\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;V\u0161etci na\u0161i agenti moment\u00e1lne pom\u00e1haj\u00fa in\u00fdm volaj\u00facim.\nV\u00e1\u0161 odhadovan\u00fd \u010das \u010dakania je [X} min\u00fat. <\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete, aby v\u00e1m niekto zavolal sp\u00e4\u0165, stla\u010dte tla\u010didlo 1 a najbli\u017e\u0161\u00ed dostupn\u00fd agent v\u00e1m odpovie.  <\/p>\n\n\n\n<p class=\"has-text-align-center\">V opa\u010dnom pr\u00edpade, pros\u00edm, zosta\u0148te na linke a niekto sa v\u00e1m bude \u010do najsk\u00f4r venova\u0165.&#8220;<\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Z\u00e1kazn\u00edk stla\u010d\u00ed 1<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujeme, \u017ee ste po\u017eiadali o sp\u00e4tn\u00e9 volanie.\nJeden z na\u0161ich z\u00e1stupcov v\u00e1s bude \u010doskoro kontaktova\u0165 a odpovie na v\u0161etky va\u0161e ot\u00e1zky.\nMedzit\u00fdm nev\u00e1hajte nav\u0161t\u00edvi\u0165 str\u00e1nku <wpcodeself wptype=\"\" wpml_attr_0=\"\">, kde n\u00e1jdete \u010fal\u0161ie inform\u00e1cie.  <\/wpcodeself><\/p>\n\n\n\n<p class=\"has-text-align-center\">Teraz m\u00f4\u017eete zavesi\u0165 a \u010daka\u0165 na n\u00e1\u0161 telefon\u00e1t.\nNashledan\u00fa.&#8220; <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript \u017eiadosti o sp\u00e4tn\u00e9 volanie?<\/h4>\n\n\n\n<p>Skripty sp\u00e4tn\u00e9ho volania IVR poskytuj\u00fa z\u00e1kazn\u00edkom ve\u013emi potrebn\u00fa alternat\u00edvu, ke\u010f s\u00fa va\u0161i agenti zanepr\u00e1zdnen\u00ed.\nNamiesto \u010dakania sa m\u00f4\u017eu vr\u00e1ti\u0165 k svojmu ka\u017edodenn\u00e9mu \u017eivotu.\nZ\u00e1kazn\u00edci potom m\u00f4\u017eu pokra\u010dova\u0165 v procese rie\u0161enia nesk\u00f4r.  <\/p>\n\n\n\n<p>A \u010do je najd\u00f4le\u017eitej\u0161ie, sp\u00e4tn\u00e9 volania v\u00fdrazne skracuj\u00fa priemern\u00fd \u010das \u010dakania vo va\u0161om kontaktnom centre.\nNapr\u00edklad spolo\u010dnos\u0165 Nokia pou\u017eila sp\u00e4tn\u00e9 volania a \u010fal\u0161ie u\u017eito\u010dn\u00e9 funkcie na <a   href=\"\">zn\u00ed\u017eenie maxim\u00e1lneho \u010dasu \u010dakania<\/a> takmer o polovicu. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5 Skripty spr\u00e1v po pracovnej dobe<\/h3>\n\n\n\n<p>Skript spr\u00e1vy po <a href=\"https:\/\/test-staging.cloudtalk.io\/business-hours\/\">pracovnej<\/a> dobe je trochu odli\u0161n\u00fd typ pozdravu IVR.\nInformuje volaj\u00facich o tom, kedy agenti nie s\u00fa k dispoz\u00edcii na prij\u00edmanie hovorov a kedy je va\u0161a firma op\u00e4\u0165 otvoren\u00e1. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad scen\u00e1ra spr\u00e1vy po pracovnej dobe  <\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem, \u017ee ste zavolali na [company name].\nNa\u0161a kancel\u00e1ria je moment\u00e1lne zatvoren\u00e1. <\/p>\n\n\n\n<p class=\"has-text-align-center\">Na\u0161e pravideln\u00e9 pracovn\u00e9 hodiny s\u00fa od pondelka do piatku na [9 AM to 5 PM EST].<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zanecha\u0165 spr\u00e1vu, stla\u010dte tla\u010didlo 1.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak potrebujete okam\u017eit\u00fa pomoc, nav\u0161t\u00edvte na\u0161u webov\u00fa str\u00e1nku [company website].\nM\u00f4\u017eete rie\u0161i\u0165 ot\u00e1zky t\u00fdkaj\u00face sa faktur\u00e1cie, pl\u00e1nova\u0165 stretnutia a dokonca aj uskuto\u010d\u0148ova\u0165 platby online.\n\u010eakujeme, \u017ee ste si vybrali [company name].&#8220;  <\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Z\u00e1kazn\u00edk stla\u010d\u00ed 1<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\">&#8222;Po zaznen\u00ed t\u00f3nu uve\u010fte svoje meno, kontaktn\u00e9 \u00fadaje a d\u00f4vod hovoru. Ozveme sa v\u00e1m \u010do najsk\u00f4r po\u010das nasleduj\u00faceho pracovn\u00e9ho d\u0148a.&#8220;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript po pracovnej dobe?<\/h4>\n\n\n\n<p>Spr\u00e1va spolo\u010dnosti Statista zistila, \u017ee <a href=\"https:\/\/www.statista.com\/statistics\/818566\/preferred-channels-customer-service-issues-united-states\/\" target=\"_blank\" rel=\"noopener\">54 %<\/a> americk\u00fdch spotrebite\u013eov uprednost\u0148uje rie\u0161enie probl\u00e9mov cez telef\u00f3n.\nJe pravdepodobn\u00e9, \u017ee tento pomer je podobn\u00fd aj vo svete.\nPotrebujete preto spr\u00e1vu po pracovnej dobe, aby ste t\u00fdmto z\u00e1kazn\u00edkom ozn\u00e1mili, kedy m\u00f4\u017eu najbli\u017e\u0161ie z\u00edska\u0165 pomoc zo svojho ob\u013e\u00faben\u00e9ho kan\u00e1la.    <\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"743\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1.png\" alt=\"\" class=\"wp-image-207102\" style=\"width:838px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1.png 1000w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1-300x223.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1-768x571.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1-576x428.png 576w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1-424x315.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1-152x113.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-1-88x65.png 88w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption class=\"wp-element-caption\">komunika\u010dn\u00e9 \u00fadaje zo <a href=\"https:\/\/www.statista.com\/statistics\/818566\/preferred-channels-customer-service-issues-united-states\/\" target=\"_blank\" rel=\"noopener\">statista.com<\/a><\/figcaption><\/figure>\n\n\n\n<p>Transparentnos\u0165 a priama informovanos\u0165 s\u00fa ve\u013emi d\u00f4le\u017eit\u00e9 pre vybudovanie d\u00f4very.\nUmo\u017enenie z\u00e1kazn\u00edkom zanech\u00e1va\u0165 spr\u00e1vy tie\u017e funguje ruka v ruke s va\u0161\u00edm procesom sp\u00e4tn\u00e9ho volania. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#6 Skripty pr\u00e1zdninov\u00fdch spr\u00e1v<\/h3>\n\n\n\n<p>Sviato\u010dn\u00fd scen\u00e1r IVR sa podob\u00e1 na spr\u00e1vu po pracovnej dobe.\nInformuje volaj\u00facich o tom, kedy je va\u0161a firma zatvoren\u00e1 z d\u00f4vodu sviatku. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad scen\u00e1ra pr\u00e1zdninovej spr\u00e1vy<\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;Dobr\u00fd de\u0148!\n\u010eakujeme, \u017ee ste sa obr\u00e1tili na <wpcodeself wptype=\"\" wpml_attr_0=\"\">. <\/wpcodeself><\/p>\n\n\n\n<p class=\"has-text-align-center\">V\u00e1\u0161 telefon\u00e1t je pre n\u00e1s ve\u013emi d\u00f4le\u017eit\u00fd.  <\/p>\n\n\n\n<p class=\"has-text-align-center\">V s\u00fa\u010dasnosti je na\u0161a spolo\u010dnos\u0165 zatvoren\u00e1 kv\u00f4li viano\u010dn\u00fdm a novoro\u010dn\u00fdm oslav\u00e1m a k pracovn\u00fdm stolom sa vr\u00e1time 2. janu\u00e1ra.  <\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak potrebujete okam\u017eit\u00fa pomoc, nav\u0161t\u00edvte na\u0161u webov\u00fa str\u00e1nku, kde n\u00e1jdete odpovede na \u010dasto kladen\u00e9 ot\u00e1zky.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Po zaznen\u00ed zvukov\u00e9ho sign\u00e1lu zanechajte svoje meno a kontaktn\u00e9 \u00fadaje.\nNa va\u0161u spr\u00e1vu odpovieme do 4. janu\u00e1ra.&#8220; <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript s dovolenkovou spr\u00e1vou?<\/h4>\n\n\n\n<p>Spr\u00e1va o dovolenke je nevyhnutn\u00e1 na to, aby boli volaj\u00faci informovan\u00ed o aktu\u00e1lnych podrobnostiach.\nTento scen\u00e1r ukazuje z\u00e1kazn\u00edkom, \u017ee v\u00e1m na nich z\u00e1le\u017e\u00ed, a dokazuje, \u017ee ponuku IVR aktualizujete pod\u013ea aktu\u00e1lnych udalost\u00ed. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#7 Skripty pl\u00e1novania stretnut\u00ed<\/h3>\n\n\n\n<p>Skript na pl\u00e1novanie sch\u00f4dzok pom\u00e1ha z\u00e1kazn\u00edkom pl\u00e1nova\u0165, potvrdzova\u0165 a meni\u0165 rezerv\u00e1cie.\nPonuka nastavenia sch\u00f4dzky v strome IVR by mala pon\u00faka\u0165 samoobslu\u017en\u00e9 mo\u017enosti alebo presmerova\u0165 volaj\u00facich na rezerva\u010dn\u00e9ho agenta. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad skriptov pl\u00e1novania sch\u00f4dzok  <\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\"><em>Z\u00e1kazn\u00edk prejde \u00favodn\u00fdm menu IVR a stla\u010d\u00ed 2 pre &#8222;Sch\u00f4dzky&#8220;.<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\">&#8222;Vitajte pri pl\u00e1novan\u00ed sch\u00f4dzok na str\u00e1nke [company name].<\/p>\n\n\n\n<p class=\"has-text-align-center\">Na samoobslu\u017en\u00e9 pl\u00e1novanie sch\u00f4dzok si vypo\u010dujte nasleduj\u00face mo\u017enosti:<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak si chcete rezervova\u0165 nov\u00fa sch\u00f4dzku, stla\u010dte tla\u010didlo 1.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zmeni\u0165 term\u00edn existuj\u00facej sch\u00f4dzky, stla\u010dte tla\u010didlo 2.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zru\u0161i\u0165 stretnutie, stla\u010dte tla\u010didlo 3.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Inform\u00e1cie o na\u0161ich slu\u017eb\u00e1ch a dostupnosti z\u00edskate stla\u010den\u00edm tla\u010didla 4.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete hovori\u0165 s rezerva\u010dn\u00fdm agentom, stla\u010dte tla\u010didlo 5 alebo zosta\u0148te na linke.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Upozor\u0148ujeme, \u017ee na\u0161i agenti s\u00fa k dispoz\u00edcii po\u010das pracovn\u00fdch hod\u00edn od pondelka do piatku na adrese [business hours].<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete mo\u017enosti zopakova\u0165, stla\u010dte tla\u010didlo 9.<\/p>\n\n\n\n<p class=\"has-text-align-center\">\u010eakujeme, \u017ee ste si vybrali [Your Company Name].&#8220;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript na pl\u00e1novanie sch\u00f4dzok?<\/h4>\n\n\n\n<p>Rezerv\u00e1cia stretnutia je \u010dasto celkom jednoduch\u00fd proces, ktor\u00fd z\u00e1kazn\u00edk zvl\u00e1dne s\u00e1m.\nSkripty na ur\u010dovanie term\u00ednov v\u00e1m m\u00f4\u017eu pom\u00f4c\u0165 pon\u00faknu\u0165 mo\u017enos\u0165 samoobslu\u017en\u00e9ho vybavenia IVR, \u010d\u00edm u\u0161etr\u00edte \u010das svojich agentov, ktor\u00ed tak m\u00f4\u017eu vybavova\u0165 zlo\u017eitej\u0161ie hovory. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#8 Skripty pre automatick\u00e9 zad\u00e1vanie objedn\u00e1vok<\/h3>\n\n\n\n<p>Skripty pre automatizovan\u00e9 zad\u00e1vanie objedn\u00e1vok u\u013eah\u010duj\u00fa z\u00e1kazn\u00edkom objedn\u00e1vanie a doobjedn\u00e1vanie produktov.\nS\u00fa u\u017eito\u010dn\u00e9 najm\u00e4 v prostred\u00ed B2B (business-to-business), kde z\u00e1kazn\u00edci pravidelne objedn\u00e1vaj\u00fa od rovnak\u00fdch dod\u00e1vate\u013eov. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad skriptov na automatick\u00e9 zad\u00e1vanie objedn\u00e1vok<\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;Ahoj!\n\u010eakujem, \u017ee ste zavolali na <wpcodeself wptype=\"\" wpml_attr_0=\"\">.\nSme tu pre v\u0161etky va\u0161e potreby <wpcodeself wptype=\"\">.  <\/wpcodeself><\/wpcodeself><\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zada\u0165 objedn\u00e1vku, stla\u010dte tla\u010didlo 1.&#8220;<\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Z\u00e1kazn\u00edk stla\u010d\u00ed 1<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\">&#8222;Vitajte v automatizovanom objedn\u00e1vkovom syst\u00e9me [company name\u2019s].<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zada\u0165 objedn\u00e1vku na [X department], stla\u010dte 1<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zada\u0165 objedn\u00e1vku na [Y department], stla\u010dte 2.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zada\u0165 objedn\u00e1vku na [Z department], stla\u010dte tla\u010didlo 3.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete zopakova\u0165 svoju posledn\u00fa objedn\u00e1vku na str\u00e1nke [date], stla\u010dte tla\u010didlo 4.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete hovori\u0165 s obchodn\u00fdm z\u00e1stupcom, stla\u010dte 5&#8243;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript na automatick\u00e9 zad\u00e1vanie objedn\u00e1vok?<\/h4>\n\n\n\n<p>Skripty pre umiest\u0148ovanie objedn\u00e1vok podporuj\u00fa konverzie a \u0161etria \u010das va\u0161ich agentov.\nSpolo\u010dnos\u0165 HubSpot uv\u00e1dza, \u017ee umel\u00e1 inteligencia a automatiz\u00e1cia predaja pom\u00e1haj\u00fa z\u00e1stupcom u\u0161etri\u0165 <a   href=\"\">viac ako dve hodiny<\/a> t\u00fdm, \u017ee zni\u017euj\u00fa po\u010det manu\u00e1lnych \u00faloh.\nTo znamen\u00e1, \u017ee v\u00e1\u0161 obchodn\u00fd t\u00edm m\u00e1 viac \u010dasu na oslovovanie a vyh\u013ead\u00e1vanie nov\u00fdch z\u00e1kazn\u00edkov.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#9 Skripty prenosu hovorov<\/h3>\n\n\n\n<p>Skripty na <a href=\"https:\/\/test-staging.cloudtalk.io\/call-transfers\/\">presmerovanie hovorov<\/a> umo\u017e\u0148uj\u00fa z\u00e1kazn\u00edkom presne vedie\u0165, \u010do sa deje, ke\u010f ich potrebujete presmerova\u0165 na in\u00e9ho agenta alebo oddelenie.\nPom\u00f4\u017ee im to udr\u017ea\u0165 ich na linke, namiesto toho, aby zm\u00e4tene zavesili.   <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad scen\u00e1ra presunu hovorov<\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem v\u00e1m za va\u0161u trpezlivos\u0165.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Je n\u00e1m \u013e\u00fato, \u017ee sme neboli schopn\u00ed odpoveda\u0165 na va\u0161e obavy.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Pr\u00e1ve teraz v\u00e1s spoj\u00edme s odborn\u00edkom, ktor\u00fd spln\u00ed va\u0161e konkr\u00e9tne potreby.\nNemajte obavy, nebudete sa musie\u0165 opakova\u0165.\nNa\u0161i agenti maj\u00fa v\u0161etky va\u0161e \u00fadaje.  <\/p>\n\n\n\n<p class=\"has-text-align-center\">Pros\u00edm, po\u010dkajte chv\u00ed\u013eu, k\u00fdm v\u00e1\u0161 hovor prep\u00e1jame.\nM\u00f4\u017ee to trva\u0165 nieko\u013eko sek\u00fand. <\/p>\n\n\n\n<p class=\"has-text-align-center\">V\u00e1\u0161 telefon\u00e1t je pre n\u00e1s ve\u013emi d\u00f4le\u017eit\u00fd a oce\u0148ujeme va\u0161e pochopenie.<\/p>\n\n\n\n<p class=\"has-text-align-center\">\u010eakujeme, \u017ee ste si vybrali [company name].&#8220;  <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript na prenos hovorov?<\/h4>\n\n\n\n<p>Ob\u010dasn\u00e9 presmerovanie hovorov je nevyhnutn\u00e9.\nAk ich v\u0161ak nezvl\u00e1dnete dobre, m\u00f4\u017eu by\u0165 pre z\u00e1kazn\u00edkov ve\u013emi frustruj\u00face.\nSpr\u00e1va o presmerovan\u00ed hovoru z\u00e1kazn\u00edkov ubezpe\u010d\u00ed, \u017ee nebud\u00fa dlho \u010daka\u0165 na rie\u0161enie a nebud\u00fa sa musie\u0165 opakova\u0165.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#10 Skripty ozn\u00e1men\u00ed o nahr\u00e1van\u00ed hovorov<\/h3>\n\n\n\n<p>K ak\u00e9muko\u013evek textu alebo v\u00fdzve IVR m\u00f4\u017eete prida\u0165 upozornenie na <a href=\"https:\/\/test-staging.cloudtalk.io\/call-recording\/\">nahr\u00e1vanie hovoru<\/a>.\nZvy\u010dajne ide o kr\u00e1tku spr\u00e1vu, ktor\u00e1 z\u00e1kazn\u00edkov upozorn\u00ed na pr\u00edpadn\u00e9 nahr\u00e1vanie hovoru. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad skriptov s ozn\u00e1men\u00edm o nahr\u00e1van\u00ed hovorov  <\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem, \u017ee ste zavolali na [company name].<\/p>\n\n\n\n<p class=\"has-text-align-center\">Upozor\u0148ujeme, \u017ee tento hovor m\u00f4\u017ee by\u0165 nahr\u00e1van\u00fd na \u00fa\u010dely zabezpe\u010denia s\u00faladu a kvality.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak si ne\u017eel\u00e1te, aby v\u00e1s nahr\u00e1vali, stla\u010dte tla\u010didlo 0, aby ste mohli hovori\u0165 so z\u00e1stupcom, ktor\u00fd v\u00e1m pom\u00f4\u017ee.<\/p>\n\n\n\n<p class=\"has-text-align-center\">\u010eakujem v\u00e1m za pochopenie.&#8220;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript s ozn\u00e1men\u00edm o nahr\u00e1van\u00ed hovorov?<\/h4>\n\n\n\n<p>D\u00f4vodom \u010d\u00edslo jeden, pre\u010do s\u00fa ozn\u00e1menia o nahr\u00e1van\u00ed hovorov d\u00f4le\u017eit\u00e9, je dodr\u017eiavanie pr\u00e1vnych predpisov.\nPredpisy sa v jednotliv\u00fdch \u0161t\u00e1toch l\u00ed\u0161ia, ale mnoh\u00e9 z nich vy\u017eaduj\u00fa s\u00fahlas dvoch str\u00e1n na nahr\u00e1vanie hovorov.   <\/p>\n\n\n\n<p>Ak napr\u00edklad prij\u00edmate hovory z Kalifornie, mus\u00edte dodr\u017eiava\u0165 kalifornsk\u00fd z\u00e1kon o ochrane s\u00fakromia spotrebite\u013eov (CCPA).\nTieto spr\u00e1vy IVR v\u0161ak nie s\u00fa d\u00f4le\u017eit\u00e9 len z pr\u00e1vneho h\u013eadiska.\nSkript s ozn\u00e1men\u00edm o nahr\u00e1van\u00ed tie\u017e zachov\u00e1va transparentnos\u0165 a d\u00f4veru z\u00e1kazn\u00edkov.  <\/p>\n\n\n\n<p>Pre\u010do teda v\u00f4bec zaznamen\u00e1va\u0165 interakciu so z\u00e1kazn\u00edkom?\nNemeck\u00e1 spolo\u010dnos\u0165 Andreas Kloss Marketing pre\u0161la na CloudTalk na riadenie hovorov s umelou inteligenciou.\nVyu\u017e\u00edvali na\u0161u funkciu nahr\u00e1vania hovorov na \u0161kolenie z\u00e1stupcov a <a   href=\"\">zlep\u0161ovanie predajn\u00fdch techn\u00edk<\/a> a z\u00edskali v\u00fdhody:  <\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"772\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3.png\" alt=\"\" class=\"wp-image-207128\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3.png 1600w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-300x145.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-1024x494.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-768x371.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-1536x741.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-1320x637.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-760x367.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-424x205.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-200x97.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-3-88x42.png 88w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><figcaption class=\"wp-element-caption\">Vlo\u017een\u00e9 video Andreasa Klossa, ktor\u00fd vysvet\u013euje funkciu nahr\u00e1vania hovorov v slu\u017ebe CloudTalk, z <a href=\"https:\/\/test-staging.cloudtalk.io\/andreas-kloss-marketing-customer-story\/\">tejto str\u00e1nky<\/a><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">#11 Prenos do hlasovej schr\u00e1nky Skripty<\/h3>\n\n\n\n<p>Spr\u00e1va IVR o presmerovan\u00ed do <a href=\"https:\/\/test-staging.cloudtalk.io\/voicemail\/\">hlasovej schr\u00e1nky<\/a> pom\u00e1ha volaj\u00facim pripravi\u0165 sa na zanechanie hlasovej spr\u00e1vy.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Pr\u00edklad skriptu prenosu do hlasovej schr\u00e1nky  <\/h4>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem, \u017ee ste zavolali na [company name].  <\/p>\n\n\n\n<p class=\"has-text-align-center\">Na\u0161a str\u00e1nka [department] je ve\u013emi zanepr\u00e1zdnen\u00e1 a nemus\u00ed by\u0165 schopn\u00e1 prija\u0165 v\u00e1\u0161 hovor v primeranom \u010dase.  <\/p>\n\n\n\n<p class=\"has-text-align-center\">Ospravedl\u0148ujeme sa za nepr\u00edjemnosti.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete by\u0165 presmerovan\u00ed do na\u0161ej hlasovej schr\u00e1nky, stla\u010dte 1.&#8220;<\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Z\u00e1kazn\u00edk stla\u010d\u00ed 1<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\">&#8222;Po zaznen\u00ed t\u00f3nu n\u00e1m zanechajte hlasov\u00fa spr\u00e1vu s va\u0161imi kontaktn\u00fdmi \u00fadajmi.\nOzveme sa v\u00e1m \u010do najsk\u00f4r. <\/p>\n\n\n\n<p class=\"has-text-align-center\">\u010eakujem.&#8220;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd skript prenosu do hlasovej schr\u00e1nky?<\/h4>\n\n\n\n<p>\u010cakanie na linke je \u010dasto frustruj\u00face, ale skriptovanie hlasovej po\u0161ty pom\u00e1ha zmierni\u0165 boles\u0165 z \u010dakania.\nD\u00e1va v\u00e1m tie\u017e \u0161ancu ozva\u0165 sa volaj\u00facim vo vhodnej\u0161om \u010dase.   <\/p>\n\n\n\n<p>V prieskume <a href=\"https:\/\/www.statista.com\/statistics\/1338396\/customer-service-response-time-usa\/\" target=\"_blank\" rel=\"noopener\">46 %<\/a> spotrebite\u013eov uviedlo, \u017ee po kontaktovan\u00ed spolo\u010dnosti po\u010dkaj\u00fa na odpove\u010f tri dni, \u010do znamen\u00e1, \u017ee m\u00f4\u017eete da\u0165 svojim agentom trochu priestoru.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Najlep\u0161ie postupy pre skript IVR: Ako spr\u00e1vne nastavi\u0165 ka\u017ed\u00fd skript<\/h2>\n\n\n\n<p>Videli ste na\u0161e vzorov\u00e9 pozdravy a \u010fal\u0161ie pr\u00edklady IVR.\nKa\u017ed\u00fa \u0161abl\u00f3nu m\u00f4\u017eete prisp\u00f4sobi\u0165 svojej firme a publiku, ale \u010do ke\u010f potrebujete nap\u00edsa\u0165 \u00faplne nov\u00e9 a vlastn\u00e9 skripty IVR?\nTu je nieko\u013eko osved\u010den\u00fdch postupov, ktor\u00e9 v\u00e1m pom\u00f4\u017eu na va\u0161ej ceste:  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Udr\u017eujte veci jednoduch\u00e9<\/h3>\n\n\n\n<p>Pri komunik\u00e1cii so z\u00e1kazn\u00edkmi sa v\u017edy odpor\u00fa\u010da zachova\u0165 jasnos\u0165 a stru\u010dnos\u0165.\nKe\u010f sa z\u00e1kazn\u00edci obr\u00e1tia na predajcu alebo podporu, nechcete tento proces e\u0161te viac skomplikova\u0165.\nUv\u00e1dzajte len potrebn\u00e9 inform\u00e1cie a najd\u00f4le\u017eitej\u0161ie veci umiestnite na za\u010diatok spr\u00e1vy.  <\/p>\n\n\n\n<p>Tu je <strong>n\u00e1vod, ako to nerobi\u0165<\/strong>:<\/p>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujeme, \u017ee ste zavolali na [company name], v\u00e1\u0161 komplexn\u00fd obchod s rie\u0161eniami [product].\n\u010coskoro v\u00e1m pom\u00f4\u017eeme a sme v\u010fa\u010dn\u00ed za va\u0161u trpezlivos\u0165; v\u00e1\u0161 z\u00e1kazn\u00edk je pre n\u00e1s d\u00f4le\u017eit\u00fd.\nPozorne si pros\u00edm vypo\u010dujte nasleduj\u00face pokyny a vykonajte po\u017eadovan\u00e9 \u00fakony, aby sme mohli v\u00e1\u0161 hovor lep\u0161ie usmerni\u0165:  <\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak ste dod\u00e1vate\u013e a chcete sa op\u00fdta\u0165 na term\u00edn dodania do n\u00e1\u0161ho skladu, stla\u010dte tla\u010didlo 1.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak m\u00e1te ot\u00e1zky, ktor\u00e9 sa nehodia do \u017eiadnej z nasleduj\u00facich mo\u017enost\u00ed, stla\u010dte tla\u010didlo 2.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak m\u00e1te ot\u00e1zky t\u00fdkaj\u00face sa faktur\u00e1cie, bez oh\u013eadu na to, o \u010do ide, na\u0161e \u00fa\u010dtovn\u00edctvo v\u00e1m pom\u00f4\u017ee, ak stla\u010d\u00edte tla\u010didlo 3.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak potrebujete technick\u00fa podporu pre IT, softv\u00e9r, hardv\u00e9r alebo in\u00fd podobn\u00fd probl\u00e9m, stla\u010dte tla\u010didlo 4.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete hovori\u0165 s na\u0161\u00edm predajn\u00fdm oddelen\u00edm, ktor\u00e9 l\u00e1me rekordy, stla\u010dte na kl\u00e1vesnici telef\u00f3nu 5.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete hovori\u0165 s \u010dlenom n\u00e1\u0161ho t\u00edmu z\u00e1kazn\u00edckej podpory, ktor\u00fd v\u00e1m, d\u00fafajme, bude m\u00f4c\u0165 pom\u00f4c\u0165 s akouko\u013evek ot\u00e1zkou, stla\u010dte tla\u010didlo 6.<\/p>\n\n\n\n<p class=\"has-text-align-center\">V pr\u00edpade v\u0161etk\u00fdch ostatn\u00fdch ot\u00e1zok stla\u010dte tla\u010didlo 7 alebo zosta\u0148te na linke a hovorte so z\u00e1stupcom.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete tieto mo\u017enosti po\u010du\u0165 znova, stla\u010dte 9.&#8220;<\/p>\n\n\n\n<p>A tu je <strong>n\u00e1vod, ako to urobi\u0165 spr\u00e1vne<\/strong>:<\/p>\n\n\n\n<p class=\"has-text-align-center\">&#8222;\u010eakujem, \u017ee ste zavolali na [company name].\nV kr\u00e1tkom \u010dase v\u00e1m pom\u00f4\u017eeme.\nPozorne si pros\u00edm vypo\u010dujte nasleduj\u00face pokyny:  <\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak sa chcete spoji\u0165 s oddelen\u00edm predaja, stla\u010dte tla\u010didlo 1.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak chcete hovori\u0165 so z\u00e1kazn\u00edckou podporou, stla\u010dte tla\u010didlo 2.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Pre ot\u00e1zky t\u00fdkaj\u00face sa faktur\u00e1cie stla\u010dte tla\u010didlo 3.<\/p>\n\n\n\n<p class=\"has-text-align-center\">Ak potrebujete technick\u00fa podporu, stla\u010dte tla\u010didlo 4.<\/p>\n\n\n\n<p class=\"has-text-align-center\">V pr\u00edpade v\u0161etk\u00fdch ostatn\u00fdch ot\u00e1zok stla\u010dte 5 alebo zosta\u0148te na linke a hovorte so z\u00e1stupcom.&#8220;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Zos\u00fala\u010fte svoje skripty s imid\u017eom zna\u010dky<\/h3>\n\n\n\n<p>Vy\u0161\u0161ie uveden\u00e9 uk\u00e1\u017eky skriptov IVR s\u00fa v\u0161eobecn\u00e9 z ur\u010dit\u00e9ho d\u00f4vodu.\nJe na v\u00e1s, aby ste pridali pr\u00edchu\u0165 zna\u010dky, ktor\u00e1 oslov\u00ed va\u0161e publikum.\nAk ste luxusn\u00e1 zna\u010dka, zachovajte \u00farove\u0148 a form\u00e1lnos\u0165.    <\/p>\n\n\n\n<p>Ak ste zna\u010dka Goofball, sk\u00faste sa zabavi\u0165.\nSem-tam pridajte nejak\u00fd vtip.\nNapr\u00edklad po\u010das prenosu hovoru: &#8222;Ups! Boli sme na nespr\u00e1vnom oddelen\u00ed, ale teraz smerujeme na to spr\u00e1vne!&#8220;  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Alternat\u00edvy testovacieho skriptu<\/h3>\n\n\n\n<p>Za\u010dnite so z\u00e1kladn\u00fdm skriptom a testujte zmeny A\/B, aby ste zistili, \u010do funguje najlep\u0161ie.\nVysk\u00fa\u0161ajte napr\u00edklad in\u00fd v\u00fdber slov, d\u013a\u017eku v\u00fdzvy a poradie mo\u017enost\u00ed ponuky.\nAnalyzujte v\u00fdsledky a pod\u013ea toho ich upravte.    <\/p>\n\n\n\n<p>CloudTalk m\u00e1 zabudovan\u00fa analytiku, ktor\u00e1 v\u00e1m pom\u00f4\u017ee neust\u00e1le testova\u0165 a zlep\u0161ova\u0165 poskytovanie slu\u017eieb.\nSpolo\u010dnos\u0165 Nokia ich pou\u017eila na zlep\u0161enie procesov vo svojich t\u00edmoch.\nOkrem skr\u00e1tenia \u010dakac\u00edch \u010dasov boli agenti schopn\u00ed vybavi\u0165 o <a   href=\"\">38 %<\/a> viac hovorov za mesiac.    <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>&#8222;Prechodu na CloudTalk som sa v\u00f4bec neb\u00e1l. Ur\u010dite by som tento softv\u00e9r odporu\u010dil, preto\u017ee si mysl\u00edm, \u017ee CloudTalk m\u00e1 skuto\u010dn\u00fa mentalitu startupu. \u013dahko men\u00ed veci, neust\u00e1le sa vyv\u00edja, neust\u00e1le navrhuje nov\u00e9 rie\u0161enia.&#8220;<\/p>\n<cite><strong>Nelly Donnelly &#8211; Service Delivery Manager at Nokia<\/strong>&nbsp;<\/cite><\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Neust\u00e1le zlep\u0161ujte a aktualizujte svoje skripty<\/h3>\n\n\n\n<p>Skripty IVR by mali by\u0165 v\u017edy plynul\u00e9 a vyv\u00edja\u0165 sa.\nMusia by\u0165 v s\u00falade s imid\u017eom va\u0161ej zna\u010dky a fungovan\u00edm va\u0161ej spolo\u010dnosti.\nAk sa zmen\u00ed pracovn\u00e1 doba, aktualizujte svoje pozdravy a skripty mimo pracovnej doby.\nKe\u010f zmen\u00edte t\u00f3n hlasu svojej zna\u010dky, mus\u00edte sa venova\u0165 v\u0161etk\u00fdm svojim spr\u00e1vam.     <\/p>\n\n\n\n<p>Pre z\u00e1kazn\u00edkov nie je dobr\u00e9, ak sa im zd\u00e1, \u017ee je va\u0161a webov\u00e1 str\u00e1nka zastaran\u00e1.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Zv\u00fd\u0161enie spokojnosti z\u00e1kazn\u00edkov pomocou optimalizovan\u00fdch IVR skriptov<\/h2>\n\n\n\n<p>Skripty IVR s\u00fa va\u0161\u00edm priate\u013eom.\nNerobte z nich nepriate\u013eov svojich z\u00e1kazn\u00edkov zd\u013ahav\u00fdmi v\u00fdzvami a chaotick\u00fdm dizajnom. <\/p>\n\n\n\n<p>IVR a vizu\u00e1lne toky hovorov CloudTalk s umelou inteligenciou v\u00e1m u\u013eah\u010dia vytv\u00e1ranie a prisp\u00f4sobovanie interakci\u00ed potreb\u00e1m va\u0161ich z\u00e1kazn\u00edkov.  <\/p>\n\n\n\n<p>So syst\u00e9mom CloudTalk z\u00edskate aj funkcie sp\u00e4tn\u00e9ho volania a hlasovej po\u0161ty, ktor\u00e9 m\u00f4\u017eete sp\u00e1rova\u0165 so syst\u00e9mom IVR.\nZ\u00e1kazn\u00edci, ktor\u00ed nechc\u00fa \u010daka\u0165 v rade, sa m\u00f4\u017eu rozhodn\u00fa\u0165 zanecha\u0165 spr\u00e1vu alebo prija\u0165 hovor od z\u00e1stupcu nesk\u00f4r. <\/p>\n\n\n\n<p>Pozrite sa, ako sa na\u0161e <a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\">ceny IVR<\/a> daj\u00fa porovna\u0165 s cenami in\u00fdch poskytovate\u013eov, alebo sa e\u0161te dnes prihl\u00e1ste na <a href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\">bezplatn\u00fa sk\u00fa\u0161obn\u00fa verziu<\/a> a zistite, \u010do pre v\u00e1s CloudTalk m\u00f4\u017ee urobi\u0165!<\/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 ct-block-article-faq-header\"><strong>\u010casto kladen\u00e9 ot\u00e1zky t\u00fdkaj\u00face sa skriptovania IVR<\/strong><\/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 \">\u010co s\u00fa v\u00fdzvy IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Interakt\u00edvne hlasov\u00e9 v\u00fdzvy s\u00fa vopred nahrat\u00e9 spr\u00e1vy alebo hovoren\u00e9 pokyny pre volaj\u00facich.<br \/>\nV\u00fdzvy ved\u00fa volaj\u00facich cez mo\u017enosti menu a presmeruj\u00fa ich na oddelenia, samoobslu\u017en\u00e9 mo\u017enosti alebo priamo na \u017eiv\u00e9ho agenta. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Kedy budete naj\u010dastej\u0161ie potrebova\u0165 skripty IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Skripty IVR potrebujete, ak va\u0161a firma vybavuje ve\u013ek\u00e9 mno\u017estvo prich\u00e1dzaj\u00facich hovorov.<br \/>\nSkripty IVR udr\u017eiavaj\u00fa konzistentn\u00fd \u0161tandard slu\u017eieb z\u00e1kazn\u00edkom a tie\u017e pom\u00e1haj\u00fa odkloni\u0165 hovory od va\u0161ich z\u00e1stupcov, ak je to mo\u017en\u00e9.<br \/>\n\u0160pecifick\u00e9 skripty m\u00f4\u017eu pom\u00f4c\u0165 pri smerovan\u00ed hovorov, samoobsluhe, zad\u00e1van\u00ed objedn\u00e1vok, oznamoch a in\u00fdch spr\u00e1vach.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ako jedine\u010dn\u00e9 by mali by\u0165 skripty IVR va\u0161ej firmy?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Skripty IVR by mali by\u0165 prisp\u00f4soben\u00e9 va\u0161ej firme a &#8211; \u010do je d\u00f4le\u017eitej\u0161ie &#8211; va\u0161im z\u00e1kazn\u00edkom.<br \/>\nPrisp\u00f4sobte svoje spr\u00e1vy IVR tak, aby ste im poskytli mo\u017enosti, ktor\u00e9 potrebuj\u00fa na r\u00fdchle a efekt\u00edvne vyrie\u0161enie svojich probl\u00e9mov.<br \/>\nPotom \u0161tandardizujte skripty IVR tak, aby odr\u00e1\u017eali imid\u017e va\u0161ej zna\u010dky.  <\/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>Z prieskumu vyplynulo, \u017ee 81 % spotrebite\u013eov chce viac samoobslu\u017en\u00fdch mo\u017enost\u00ed. Naproti tomu len 60 % podnikov si mysl\u00ed, \u017ee&#8230;<\/p>\n","protected":false},"author":91,"featured_media":207031,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-231843","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231843","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\/91"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=231843"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231843\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/207031"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=231843"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=231843"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=231843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}