{"id":232585,"date":"2024-08-06T13:40:52","date_gmt":"2024-08-06T11:40:52","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/porovnavanie-call-centier-10-klucovych-ukazovatelov-a-priemyselnych-standardov\/"},"modified":"2024-08-14T09:23:36","modified_gmt":"2024-08-14T07:23:36","slug":"porovnavanie-call-centier-10-klucovych-ukazovatelov-a-priemyselnych-standardov","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/porovnavanie-call-centier-10-klucovych-ukazovatelov-a-priemyselnych-standardov\/","title":{"rendered":"Porovn\u00e1vanie call centier: 10 k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov a priemyseln\u00fdch \u0161tandardov"},"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\">Porovn\u00e1vanie call centra:<br\/>10 k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov a priemyseln\u00fdch \u0161tandardov<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">KONTAKTUJTE PREDAJ<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">VYSK\u00da\u0160A\u0164 ZDARMA<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1024x576.png\" alt=\"\" class=\"wp-image-207446\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Len v USA je viac ako <a href=\"https:\/\/advocacy.sba.gov\/2023\/03\/07\/frequently-asked-questions-about-small-business-2023\/\" target=\"_blank\" rel=\"noopener\">33 mili\u00f3nov<\/a> podnikov.\nNa konkuren\u010dnom trhu 2025 u\u017e nesta\u010d\u00ed by\u0165 len &#8222;dobr\u00fd&#8220;.\nA pr\u00e1ve preto je benchmarking call centier ve\u013emi d\u00f4le\u017eit\u00fd.  <\/p>\n\n\n\n<p>Dnes v\u00e1m pom\u00f4\u017eeme optimalizova\u0165 v\u0161etky oper\u00e1cie v\u00e1\u0161ho call centra, aby ste maximalizovali <strong>spokojnos\u0165 z\u00e1kazn\u00edkov, produktivitu zamestnancov<\/strong>, <strong>generovanie pr\u00edjmov<\/strong> a \u010fal\u0161ie.\nObjavte 10 k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov, ktor\u00e9 treba sledova\u0165, priemyseln\u00e9 \u0161tandardy call centra, ktor\u00e9 treba dodr\u017eiava\u0165, a osved\u010den\u00e9 postupy, ktor\u00e9 treba zavies\u0165. <\/p>\n\n\n\n<p><strong>K\u013e\u00fa\u010dov\u00e9 poznatky:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Benchmarking call centra pom\u00e1ha pri zlep\u0161ovan\u00ed poznatkov o v\u00fdkonnosti, optimaliz\u00e1cii, stanovovan\u00ed cie\u013eov, rozhodovan\u00ed a konkurencieschopnosti.<\/li>\n\n\n\n<li>M\u00f4\u017eete vyu\u017ei\u0165 bu\u010f konkuren\u010dn\u00fd benchmarking na prekonanie konkurentov na trhu, alebo v\u00fdkonnostn\u00fd benchmarking na udr\u017eanie poz\u00edcie na trhu.<\/li>\n\n\n\n<li>Ak chcete \u010do najlep\u0161ie vyu\u017ei\u0165 \u00fadaje z benchmarkingu call centra, mus\u00edte si vybra\u0165 spr\u00e1vne k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti a n\u00e1stroje, sledova\u0165 trendy v odvetv\u00ed a stanovi\u0165 si realistick\u00e9 ciele.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je benchmarking call centra?<\/h2>\n\n\n\n<p>Benchmarking call centra je strategick\u00fd proces hodnotenia ukazovate\u013eov v\u00fdkonnosti call centra prostredn\u00edctvom sledovania <strong>internej v\u00fdkonnosti<\/strong> a <strong>porovn\u00e1vania k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov <\/strong>s <strong>priemern\u00fdmi \u0161tandardmi v odvetv\u00ed <\/strong>alebo s <strong>konkr\u00e9tnymi popredn\u00fdmi konkurentmi na trhu<\/strong>.<\/p>\n\n\n\n<p>T\u00fato strat\u00e9giu riadenia v\u00fdkonnosti kontaktn\u00e9ho centra mo\u017eno pou\u017ei\u0165 v podstate pre ka\u017ed\u00fd aspekt v\u00e1\u0161ho call centra.\nAko tak\u00e1 m\u00f4\u017ee by\u0165 n\u00e1strojom na <strong>v\u0161eobecn\u00e9 zlep\u0161enie,<\/strong> ale aj na <strong><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-optimization\/\">cielen\u00fa optimaliz\u00e1ciu<\/a> <\/strong>nedostato\u010dne v\u00fdkonn\u00fdch procesov. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pre\u010do je d\u00f4le\u017eit\u00fd benchmarking call centra?<\/h3>\n\n\n\n<p>Hoci je \u0165a\u017ek\u00e9 vyjadri\u0165 hodnotu spr\u00e1vy o benchmarkingu call centra jednoduchou \u0161tatistikou, jej pr\u00ednosy by sa nemali podce\u0148ova\u0165.\nTu je len nieko\u013eko k\u013e\u00fa\u010dov\u00fdch v\u00fdhod, na ktor\u00e9 sa m\u00f4\u017eete po implement\u00e1cii te\u0161i\u0165. <\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Presn\u00e9 inform\u00e1cie o v\u00fdkonnosti:<\/strong><br\/>Benchmarking poskytuje \u0161tandardizovan\u00fd r\u00e1mec na hodnotenie v\u00fdkonnosti kontaktn\u00e9ho centra, ktor\u00fd organiz\u00e1ci\u00e1m umo\u017e\u0148uje identifikova\u0165 siln\u00e9 a slab\u00e9 str\u00e1nky v porovnan\u00ed s odvetvov\u00fdmi \u0161tandardmi alebo konkurenciou.<\/li>\n\n\n\n<li><strong>Akcieschopn\u00e9 pr\u00edle\u017eitosti na optimaliz\u00e1ciu:<\/strong><br\/>Porovnan\u00edm v\u00fdkonnostn\u00fdch ukazovate\u013eov s referen\u010dn\u00fdmi hodnotami v odvetv\u00ed alebo s najlep\u0161\u00edmi v\u00fdkonmi m\u00f4\u017eu call centr\u00e1 ur\u010di\u0165 oblasti, v ktor\u00fdch dosahuj\u00fa slab\u0161ie v\u00fdsledky, a stanovi\u0165 priority pre zlep\u0161enie.<\/li>\n\n\n\n<li><strong>Stanovenie realistick\u00fdch cie\u013eov:<\/strong><br\/>Benchmarking pom\u00e1ha call centr\u00e1m stanovi\u0165 realistick\u00e9 v\u00fdkonnostn\u00e9 ciele zalo\u017een\u00e9 na odvetvov\u00fdch \u0161tandardoch alebo osved\u010den\u00fdch postupoch call centier pre benchmarking, u\u013eah\u010duje zos\u00faladenie cie\u013eov a podporuje iniciat\u00edvy neust\u00e1leho zlep\u0161ovania.<\/li>\n\n\n\n<li><strong>Lep\u0161ie rozhodovanie na z\u00e1klade \u00fadajov:<\/strong><br\/>Poznatky z benchmarkingu zalo\u017een\u00e9 na \u00fadajoch umo\u017e\u0148uj\u00fa prij\u00edmanie informovan\u00fdch rozhodnut\u00ed, \u010do umo\u017e\u0148uje mana\u017e\u00e9rom call centier efekt\u00edvne pride\u013eova\u0165 zdroje, implementova\u0165 cielen\u00e9 strat\u00e9gie a optimalizova\u0165 procesy s cie\u013eom dosiahnu\u0165 lep\u0161ie v\u00fdsledky.<\/li>\n\n\n\n<li><strong>Zv\u00fd\u0161en\u00e1 konkuren\u010dn\u00e1 v\u00fdhoda:<\/strong><br\/>Vyu\u017eitie \u00fadajov z benchmarkingu na zlep\u0161enie prev\u00e1dzkovej efekt\u00edvnosti, spokojnosti z\u00e1kazn\u00edkov a n\u00e1kladovej efekt\u00edvnosti m\u00f4\u017ee pom\u00f4c\u0165 call centr\u00e1m z\u00edska\u0165 konkuren\u010dn\u00fa v\u00fdhodu na trhu a zv\u00fd\u0161i\u0165 celkov\u00fa v\u00fdkonnos\u0165 podniku.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Typy referen\u010dn\u00e9ho porovn\u00e1vania call centier<\/h2>\n\n\n\n<p>Benchmarking call centra mo\u017eno vo v\u0161eobecnosti rozdeli\u0165 na <strong>dva typy <\/strong>pod\u013ea subjektu, s ktor\u00fdm porovn\u00e1vate svoju v\u00fdkonnos\u0165.\nKa\u017ed\u00fd z nich m\u00e1 svoje v\u00fdhody a najlep\u0161ie pr\u00edpady pou\u017eitia, preto si ich v kr\u00e1tkosti preberieme. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1.<\/strong> <strong>Konkuren\u010dn\u00fd benchmarking:<\/strong><\/h3>\n\n\n\n<p>Zameriava sa na jeden cie\u013e (t. j. priameho konkurenta) a sna\u017e\u00ed sa mu vyrovna\u0165 alebo ho v ide\u00e1lnom pr\u00edpade v danom aspekte prekona\u0165.<\/p>\n\n\n\n<p><strong>V\u00fdhody<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Zlep\u0161enie problematick\u00fdch oblast\u00ed podnikania<\/li>\n\n\n\n<li>Zlep\u0161enie konkurencieschopnosti<\/li>\n\n\n\n<li>V\u00ed\u0165azn\u00e9 ponuky<\/li>\n\n\n\n<li>Rast\u00faci podiel na trhu<\/li>\n<\/ul>\n\n\n\n<p><strong>Pr\u00edpad pou\u017eitia: <br\/><\/strong>Predstavte si, \u017ee dostanete negat\u00edvnu sp\u00e4tn\u00fa v\u00e4zbu t\u00fdkaj\u00facu sa va\u0161ich slu\u017eieb z\u00e1kazn\u00edkom, ktor\u00ed odch\u00e1dzaj\u00fa ku konkurencii.\nPo anal\u00fdze hodnotiacich port\u00e1lov va\u0161ej aj druhej spolo\u010dnosti zist\u00edte, \u017ee ide o spolo\u010dn\u00fa t\u00e9mu. <br\/><br\/>Aby ste tento probl\u00e9m vyrie\u0161ili, vyhodnocujete ukazovatele t\u00fdkaj\u00face sa slu\u017eieb z\u00e1kazn\u00edkom, ako s\u00fa <strong>\u010dasy \u010dakania<\/strong>, <strong>rie\u0161enia prv\u00e9ho volania<\/strong> a <strong>spokojnos\u0165 z\u00e1kazn\u00edkov<\/strong>.<br\/><br\/>Po zmeran\u00ed aktu\u00e1lnej v\u00fdkonnosti nastav\u00edte <strong>dlhodob\u00e9 KPI (k\u013e\u00fa\u010dov\u00e9 <\/strong> ukazovatele v\u00fdkonnosti <strong>), <\/strong> aby ste <strong>sa<\/strong> mohli <strong>neust\u00e1le zlep\u0161ova\u0165<\/strong> prostredn\u00edctvom cielen\u00e9ho \u00fasilia, \u0161kolen\u00ed zamestnancov, optimaliz\u00e1cie toku hovorov at\u010f.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2.<\/strong> <strong>Porovn\u00e1vanie procesov:<\/strong><\/h3>\n\n\n\n<p>Zameriava sa na celkov\u00fa prev\u00e1dzku call centra, h\u013ead\u00e1 oblasti na zlep\u0161enie meran\u00edm aktu\u00e1lnych \u0161tatist\u00edk v\u00fdkonnosti a ich porovn\u00e1van\u00edm s priemyseln\u00fdmi \u0161tandardmi, aby sa zabezpe\u010dilo, \u017ee \u017eiadny aspekt call centra nebude nedostato\u010dne v\u00fdkonn\u00fd.<br\/><br\/><strong>V\u00fdhody<\/strong>:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hlbok\u00fd preh\u013ead o aktu\u00e1lnej v\u00fdkonnosti<\/li>\n\n\n\n<li>Akcieschopn\u00e9 mo\u017enosti optimaliz\u00e1cie<\/li>\n\n\n\n<li>Udr\u017eanie poz\u00edcie na trhu.<\/li>\n<\/ul>\n\n\n\n<p><strong>Pr\u00edpad pou\u017eitia:<br\/><\/strong>Predstavte si, \u017ee nasadzujete n\u00e1stroj na porovn\u00e1vanie call centier.\nPo nejakom \u010dase zist\u00edte, \u017ee va\u0161e <strong>odch\u00e1dzaj\u00face konverzie <\/strong>s\u00fa hlboko pod odvetvov\u00fdm \u0161tandardom, zatia\u013e \u010do sa zd\u00e1, \u017ee v <strong>prich\u00e1dzaj\u00facich kontaktoch<\/strong> prekon\u00e1vate zvy\u0161ok trhu. <\/p>\n\n\n\n<p>Na z\u00e1klade t\u00fdchto inform\u00e1ci\u00ed m\u00f4\u017eete prija\u0165 informovan\u00e9 rozhodnutie o <strong>prerozdelen\u00ed niektor\u00fdch zdrojov <\/strong>z prich\u00e1dzaj\u00facich do odch\u00e1dzaj\u00facich, \u010d\u00edm sa zachov\u00e1 v\u00fdkonnos\u0165 prv\u00fdch a z\u00e1rove\u0148 sa zv\u00fd\u0161i efekt\u00edvnos\u0165 druh\u00fdch.<\/p>\n\n\n\n<p>Investujete dodato\u010dn\u00e9 <strong>financie<\/strong> do <strong>\u0161kolenia zamestnancov<\/strong> a <strong>inteligentn\u00e9ho dialera<\/strong> a vyu\u017eijete \u010fal\u0161ie dostupn\u00e9 hodiny na optimaliz\u00e1ciu <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/najlepsie-skripty-pre-studene-volania-20-prikladov-sablon-a-tipov\/\"><strong>skriptov pre studen\u00e9 volania<\/strong><\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">10 z\u00e1kladn\u00fdch ukazovate\u013eov call centra na porovn\u00e1vanie<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/16-zakladnych-ukazovatelov-sledovania-hovorov-pre-rast-firmy\/\">Metriky sledovania hovorov<\/a> s\u00fa z\u00e1kladn\u00fdm kame\u0148om cel\u00e9ho procesu benchmarkingu a optimaliz\u00e1cie.\nA aj ke\u010f sa odv\u00edjaj\u00fa od toho, \u010do sa sna\u017e\u00edte dosiahnu\u0165, existuje <strong>10 metr\u00edk, ktor\u00e9 <\/strong>by malo pozorne sledova\u0165 ka\u017ed\u00e9 call centrum. <\/p>\n\n\n\n<p class=\"has-text-align-left\"><strong>1. Konverzn\u00fd pomer:<\/strong> Konverzia: percento odch\u00e1dzaj\u00facich hovorov, ktor\u00e9 ved\u00fa k po\u017eadovan\u00e9mu v\u00fdsledku, napr\u00edklad k predaju, rezerv\u00e1cii stretnutia alebo generovaniu potenci\u00e1lnych z\u00e1kazn\u00edkov.\nMeria efekt\u00edvnos\u0165 \u00fasilia v oblasti outbound predaja pri premene potenci\u00e1lnych z\u00e1kazn\u00edkov alebo kvalifikovan\u00fdch potenci\u00e1lnych z\u00e1kazn\u00edkov. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/capturly.com\/blog\/average-conversion-rate\/\" target=\"_blank\" rel=\"noopener\">2.35%<\/a><\/p>\n\n\n\n<p><strong>2.<\/strong> <strong>Priemern\u00e1 d\u013a\u017eka hovoru:<\/strong> Priemern\u00e1 d\u013a\u017eka trvania odch\u00e1dzaj\u00facich predajn\u00fdch hovorov.\nT\u00e1to metrika poskytuje preh\u013ead o efekt\u00edvnosti predajn\u00fdch rozhovorov a pom\u00e1ha identifikova\u0165 pr\u00edle\u017eitosti na zefekt\u00edvnenie interakci\u00ed a zv\u00fd\u0161enie produktivity. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong>(302 sek\u00fand).<\/p>\n\n\n\n<p><strong>3.<\/strong> <strong>\u010cas odozvy na v\u00fdzvu:<\/strong> \u010das, ktor\u00fd uplynie od prijatia v\u00fdzvy k predaju do uskuto\u010dnenia prv\u00e9ho v\u00fdjazdov\u00e9ho predajn\u00e9ho hovoru.\nR\u00fdchly \u010das odozvy je rozhoduj\u00faci pre zapojenie potenci\u00e1lnych z\u00e1kazn\u00edkov, k\u00fdm je ich z\u00e1ujem vysok\u00fd, a pre zv\u00fd\u0161enie pravdepodobnosti konverzie. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny benchmark:<\/strong><a href=\"https:\/\/www.chilipiper.com\/article\/speed-to-lead-statistics\" target=\"_blank\" rel=\"noopener\">R\u00f4zne odvetvia.<\/a><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Zdravotn\u00e1 starostlivos\u0165: 2 hodiny a 5 min\u00fat.<\/li>\n\n\n\n<li>Telekomunik\u00e1cie: 16 min\u00fat.<\/li>\n\n\n\n<li>Mal\u00e9 podniky: 48 min\u00fat<\/li>\n\n\n\n<li>Stredne ve\u013ek\u00fd podnik: 1 hodina a 38 min\u00fat.<\/li>\n\n\n\n<li>Podnik: 1 hodina a 28 min\u00fat.<\/li>\n<\/ul>\n\n\n\n<p><strong>4. Efekt\u00edvnos\u0165 vyt\u00e1\u010dania:<\/strong> Pomer \u00faspe\u0161n\u00fdch spojen\u00ed k pokusom o odch\u00e1dzaj\u00face hovory, \u010dasto vyjadren\u00fd v percent\u00e1ch.\n\u00da\u010dinnos\u0165 vyt\u00e1\u010dania meria efekt\u00edvnos\u0165 oslovenia potenci\u00e1lnych z\u00e1kazn\u00edkov a pom\u00e1ha optimalizova\u0165 strat\u00e9gie volania s cie\u013eom maximalizova\u0165 mieru kontaktov a predajn\u00fdch pr\u00edle\u017eitost\u00ed. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/industry-standards-top-call-center-kpis\" target=\"_blank\" rel=\"noopener\">80% za 20 sek\u00fand<\/a>.<\/p>\n\n\n\n<p><strong>5. R\u00fdchlos\u0165 potrubia:<\/strong> R\u00fdchlos\u0165, akou potenci\u00e1lni z\u00e1kazn\u00edci prech\u00e1dzaj\u00fa predajn\u00fdm potrub\u00edm od prv\u00e9ho kontaktu po konverziu.\nOdch\u00e1dzaj\u00face predajn\u00e9 aktivity ovplyv\u0148uj\u00fa r\u00fdchlos\u0165 potrubia a poskytuj\u00fa preh\u013ead o \u00fa\u010dinnosti predajn\u00fdch procesov a celkovom stave predajn\u00e9ho lievika. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong>Variabiln\u00e9. <a href=\"https:\/\/www.triblio.com\/pipeline-velocity\" target=\"_blank\" rel=\"noopener\">Vypo\u010d\u00edtajte si svoj<\/a>.<\/p>\n\n\n\n<p><strong>6.<\/strong> <strong>Priemern\u00e1 r\u00fdchlos\u0165 odpovede (ASA):<\/strong> Priemern\u00fd \u010das, za ktor\u00fd agent podpory odpovie na prich\u00e1dzaj\u00face hovory.\nASA je meradlom reakcie call centra a \u010dasu \u010dakania z\u00e1kazn\u00edkov. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong>34,4 sekundy.<\/p>\n\n\n\n<p><strong>7.<\/strong> <strong>Rie\u0161enie prv\u00e9ho volania (FCR):<\/strong> Percento prich\u00e1dzaj\u00facich hovorov vyrie\u0161en\u00fdch po\u010das prvej interakcie s agentom podpory bez potreby eskal\u00e1cie alebo n\u00e1sledn\u00fdch opatren\u00ed.\nFCR je ukazovate\u013eom spokojnosti z\u00e1kazn\u00edkov a prev\u00e1dzkovej efekt\u00edvnosti. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">70% &#8211; 75%<\/a><\/p>\n\n\n\n<p><strong>8.<\/strong> <strong>Priemern\u00fd manipula\u010dn\u00fd \u010das (AHT):<\/strong> Priemern\u00e1 d\u013a\u017eka trvania prich\u00e1dzaj\u00facich hovorov od ich prijatia agentom podpory po ich ukon\u010denie.\nAHT meria efekt\u00edvnos\u0165 interakci\u00ed s podporou a pom\u00e1ha identifikova\u0165 pr\u00edle\u017eitosti na zefekt\u00edvnenie procesov. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e:<\/strong> 6 min\u00fat.<\/p>\n\n\n\n<p><strong>9. Miera opusten\u00fdch hovorov:<\/strong> Percento prich\u00e1dzaj\u00facich hovorov, ktor\u00e9 z\u00e1kazn\u00edci opustia, k\u00fdm \u010dakaj\u00fa na rozhovor s agentom podpory.\nVysok\u00e1 miera opusten\u00fdch hovorov m\u00f4\u017ee poukazova\u0165 na dlh\u00fd \u010das \u010dakania alebo nedostato\u010dn\u00fd po\u010det zamestnancov. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong>5% &#8211; 8%<\/p>\n\n\n\n<p><strong>10.<\/strong> <strong>Sk\u00f3re spokojnosti z\u00e1kazn\u00edkov (CSAT):<\/strong> Metrika pou\u017e\u00edvan\u00e1 na meranie spokojnosti z\u00e1kazn\u00edkov so sk\u00fasenos\u0165ami s podporou, ktor\u00e1 sa zvy\u010dajne z\u00edskava prostredn\u00edctvom prieskumov po hovore alebo mechanizmov sp\u00e4tnej v\u00e4zby.\nSk\u00f3re CSAT poskytuje preh\u013ead o kvalite interakci\u00ed s podporou a celkovom poskytovan\u00ed slu\u017eieb. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Glob\u00e1lny referen\u010dn\u00fd ukazovate\u013e: <\/strong><a href=\"https:\/\/blog.hubspot.com\/service\/customer-satisfaction-score\" target=\"_blank\" rel=\"noopener\">75% &#8211; 80%<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5 odborn\u00fdch krokov, ako za\u010da\u0165 sledova\u0165 svoje metriky<\/h2>\n\n\n\n<p>Je \u013eahk\u00e9 c\u00edti\u0165 sa ohromen\u00fd u\u017e len samotn\u00fdm konceptom benchmarkingu.\nV skuto\u010dnosti je to v\u0161ak celkom jednoduch\u00e9!\nTu je 5 krokov, ktor\u00e9 mus\u00edte urobi\u0165, aby ste mohli za\u010da\u0165.  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Definujte k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti (KPI):<\/strong><strong><br\/><\/strong><br\/><br\/>Medzi ne m\u00f4\u017eu patri\u0165 ukazovatele, ako je priemern\u00fd \u010das vybavenia, miera vyrie\u0161enia prv\u00e9ho hovoru, sk\u00f3re spokojnosti z\u00e1kazn\u00edkov a dohody o \u00farovni slu\u017eieb.<br\/><br\/>Uistite sa, \u017ee zvolen\u00e9 KPI s\u00fa v s\u00falade so strategick\u00fdmi prioritami va\u0161ej organiz\u00e1cie a s\u00fa merate\u013en\u00e9 a pou\u017eite\u013en\u00e9.<br\/><\/li>\n\n\n\n<li><strong>Vyberte si spr\u00e1vne n\u00e1stroje pre t\u00fato pr\u00e1cu:<br\/><\/strong>Investujte do softv\u00e9ru alebo n\u00e1strojov na sledovanie call centra, ktor\u00e9 v\u00e1m umo\u017enia presne zhroma\u017e\u010fova\u0165, analyzova\u0165 a monitorova\u0165 vybran\u00e9 k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti.<br\/><br\/>H\u013eadajte funkcie, ako s\u00fa napr\u00edklad <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-reporting-the-definitive-guide\/\">reportovanie v re\u00e1lnom \u010dase<\/a>, prisp\u00f4sobite\u013en\u00e9 informa\u010dn\u00e9 panely a mo\u017enosti integr\u00e1cie s in\u00fdmi syst\u00e9mami, napr\u00edklad so softv\u00e9rom CRM.<br\/><br\/>V\u00fdber spr\u00e1vnych n\u00e1strojov zefekt\u00edvni proces sledovania a poskytne v\u00e1m pou\u017eite\u013en\u00e9 inform\u00e1cie na zlep\u0161enie v\u00fdkonnosti.<br\/><\/li>\n\n\n\n<li><strong>Stanovenie z\u00e1kladn\u00fdch ukazovate\u013eov:<\/strong><strong><br\/><\/strong>Pred zaveden\u00edm ak\u00fdchko\u013evek zmien alebo zlep\u0161en\u00ed stanovte z\u00e1kladn\u00e9 metriky pre ka\u017ed\u00fd k\u013e\u00fa\u010dov\u00fd ukazovate\u013e v\u00fdkonnosti, aby ste pochopili svoju s\u00fa\u010dasn\u00fa \u00farove\u0148 v\u00fdkonnosti.<br\/><br\/>Bude to sl\u00fa\u017ei\u0165 ako referen\u010dn\u00fd bod pre meranie pokroku a hodnotenie \u00fa\u010dinnosti ak\u00fdchko\u013evek iniciat\u00edv alebo strat\u00e9gi\u00ed zaveden\u00fdch v bud\u00facnosti.<br\/><br\/>Analyzujte historick\u00e9 \u00fadaje, aby ste identifikovali trendy a vzory, ktor\u00e9 m\u00f4\u017eu by\u0165 podkladom pre va\u0161e z\u00e1kladn\u00e9 metriky.<br\/><\/li>\n\n\n\n<li><strong>Nastavenie cie\u013eov\u00fdch hodn\u00f4t a referen\u010dn\u00fdch hodn\u00f4t:<\/strong><strong><br\/><\/strong><br\/><br\/>Tieto ciele by mali by\u0165 realistick\u00e9, merate\u013en\u00e9 a \u010dasovo ohrani\u010den\u00e9 a mali by poskytova\u0165 jasn\u00fd smer, ku ktor\u00e9mu sa bude v\u00e1\u0161 t\u00edm call centra usilova\u0165.<br\/><br\/>Pravidelne prehodnocujte a upravujte tieto ciele pod\u013ea potreby, aby odr\u00e1\u017eali zmeny v obchodn\u00fdch priorit\u00e1ch alebo podmienkach na trhu.<br\/><\/li>\n\n\n\n<li><strong>Zavedenie priebe\u017en\u00e9ho monitorovania a anal\u00fdzy<br\/><\/strong>Priebe\u017ene <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/monitorovanie-call-centra-7-postupov-vyhod-a-nastrojov\/\">monitorujte a analyzujte metriky svojho call centra,<\/a> aby ste mohli sledova\u0165 v\u00fdkonnostn\u00e9 trendy, identifikova\u0165 oblasti na zlep\u0161enie a mera\u0165 pokrok pri dosahovan\u00ed cie\u013eov.<br\/><br\/>Vyu\u017e\u00edvajte n\u00e1stroje na sledovanie na vytv\u00e1ranie pravideln\u00fdch spr\u00e1v a preh\u013eadov.\nZapojte k\u013e\u00fa\u010dov\u00e9 zainteresovan\u00e9 strany do presk\u00famania a interpret\u00e1cie \u00fadajov. <br\/><br\/>Vyu\u017e\u00edvajte tieto inform\u00e1cie na prij\u00edmanie rozhodnut\u00ed zalo\u017een\u00fdch na \u00fadajoch, zav\u00e1dzanie n\u00e1pravn\u00fdch opatren\u00ed a neust\u00e1le zlep\u0161ovanie v\u00fdkonnosti vo va\u0161om call centre.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Objavte najlep\u0161\u00edch poskytovate\u013eov call centier, ktor\u00ed zodpovedaj\u00fa optimaliz\u00e1cii va\u0161ich procesov.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-buyers-guide.svg\" alt=\"\" class=\"wp-image-177321\" style=\"object-fit:cover\"\/><\/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\/call-center-software-ebook\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">4 k\u013e\u00fa\u010dov\u00e9 n\u00e1stroje call centra na zlep\u0161enie benchmarkingu<\/h2>\n\n\n\n<p>V dne\u0161nej digit\u00e1lnej dobe u\u017e nie je potrebn\u00e9 robi\u0165 v\u0161etko ru\u010dne. <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-call-center-software\/\">Modern\u00fd softv\u00e9r call centra<\/a> pon\u00faka mnoho u\u017eito\u010dn\u00fdch funkci\u00ed, ktor\u00e9 v\u00e1m u\u013eah\u010dia optimaliz\u00e1ciu (a v\u00e1\u0161 \u017eivot).\nNi\u017e\u0161ie n\u00e1jdete 4 <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\">funkcie, ktor\u00fdch<\/a> implement\u00e1ciu by ste mali ur\u010dite zv\u00e1\u017ei\u0165. <\/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<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-research-your-prospects\">#1 <strong><strong>Anal\u00fdza call centra<\/strong><\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Preh\u013ead:<\/strong><\/h5>\n\n\n\n<p>Centralizujte v\u0161etky \u00fadaje svojho t\u00edmu a z\u00edskajte pr\u00edstup ku v\u0161etk\u00e9mu, \u010do potrebujete vedie\u0165 o v\u00fdkone svojich agentov alebo \u0161tatistik\u00e1ch hovorov, aby ste mohli predpoveda\u0165 a optimalizova\u0165 svoju strat\u00e9giu.<\/p>\n\n\n\n<p>Cho\u010fte tak hlboko, ako sa v\u00e1m p\u00e1\u010di.\nSledujte ka\u017ed\u00fd krok ka\u017ed\u00e9ho prich\u00e1dzaj\u00faceho alebo odch\u00e1dzaj\u00faceho hovoru.\nPomocou t\u00fdchto inform\u00e1ci\u00ed m\u00f4\u017eete odborne vyhodnoti\u0165 v\u00fdkonnos\u0165 jednotliv\u00fdch agentov aj oddelen\u00ed.  <\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Najlep\u0161ie pre:<\/strong><\/h5>\n\n\n\n<p>Pr\u00edchodov\u00e9 a odchodov\u00e9 oper\u00e1cie<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>V\u00fdhody:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Komplexn\u00e9 ch\u00e1panie v\u00fdkonnosti call centra<\/li>\n\n\n\n<li>H\u013abkov\u00e1 anal\u00fdza oddelen\u00ed a agentov<\/li>\n\n\n\n<li>Strategick\u00e9 cielen\u00e9 kou\u010dovanie<\/li>\n\n\n\n<li>Rozhodovanie na z\u00e1klade \u00fadajov<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Rie\u0161enie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Cena ($ za pou\u017e\u00edvate\u013ea\/mesiac)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$30<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Aircall\">\n<p><strong>Aircall<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Justcall\">\n<p><strong>Justcall<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong> <\/strong>$49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group expand\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"OpenPhone\">\n<p><strong>OpenPhone<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$23<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong>Ringover<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$44<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong><strong>RingCentral<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$35<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/sk\/nastroje-call-centra\/analytika\/\">Zisti\u0165 viac<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-increase-your-number-of-calls\"><strong>#2 <strong>Analytick\u00e9 pr\u00edstrojov\u00e9 panely<\/strong><\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Preh\u013ead:<\/strong><\/h5>\n\n\n\n<p>Monitorujte v\u0161etko, \u010do sa deje vo va\u0161ich t\u00edmoch v re\u00e1lnom \u010dase, od akt\u00edvnych hovorov, frontov, identity volaj\u00faceho a\u017e po dostupnos\u0165 agenta.\nPreh\u013eady si m\u00f4\u017eete prezera\u0165 v hodinov\u00fdch intervaloch alebo za cel\u00fd de\u0148 na prv\u00fd poh\u013ead. <\/p>\n\n\n\n<p>Umo\u017enite z\u00e1stupcom vytv\u00e1ra\u0165 vlastn\u00e9 stavy, aby mali preh\u013ead o v\u0161etk\u00fdch a o v\u0161etkom.\nIdentifikujte \u00fazke miesta, rovnomerne rozde\u013eujte \u00falohy a rie\u0161te kr\u00edzov\u00e9 situ\u00e1cie hne\u010f, ako nastan\u00fa. <\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Najlep\u0161ie pre:<\/strong><\/h5>\n\n\n\n<p>Pr\u00edchodov\u00e9 a odchodov\u00e9 oper\u00e1cie<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>V\u00fdhody:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pr\u00edstup k inform\u00e1ci\u00e1m v re\u00e1lnom \u010dase<\/li>\n\n\n\n<li>Prisp\u00f4sobite\u013en\u00fd \u010dasov\u00fd r\u00e1mec<\/li>\n\n\n\n<li>Akcieschopn\u00e9 rie\u0161enie probl\u00e9mov<\/li>\n\n\n\n<li>Vlastn\u00e9 stavy agenta<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Rie\u0161enie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Cena ($ za pou\u017e\u00edvate\u013ea\/mesiac)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$30<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/dashboard\/\">Zisti\u0165 viac<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-time-your-calls-right\"><strong>#3 Monitorovanie hovorov<\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Preh\u013ead:<\/strong><\/h5>\n\n\n\n<p>Umo\u017enite mana\u017e\u00e9rom a sk\u00fasen\u00fdm agentom pripoji\u0165 sa k hovorom podpory a predaja, aby poskytli pomoc, zhodnotili v\u00fdkon agentov alebo pos\u00fadili \u00fa\u010dinnos\u0165 scen\u00e1rov hovorov.<\/p>\n\n\n\n<p>Zvo\u013ete si preferovan\u00fa mieru vidite\u013enosti, aby ste mohli priamo vstupova\u0165 do hovorov a z\u00fa\u010dast\u0148ova\u0165 sa trojstrann\u00fdch hovorov, \u0161epka\u0165 agentovi do ucha bez toho, aby o tom z\u00e1kazn\u00edk vedel, alebo by\u0165 len ako mucha na stene pri po\u010d\u00favan\u00ed hovorov.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\">Najlep\u0161ie pre:  <\/h5>\n\n\n\n<p>Pr\u00edchodov\u00e9 a odchodov\u00e9 oper\u00e1cie<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>V\u00fdhody:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Vyberate\u013en\u00e1 vidite\u013enos\u0165<\/li>\n\n\n\n<li>Jednoduch\u00e9 rie\u0161enie probl\u00e9mov<\/li>\n\n\n\n<li>Zlep\u0161en\u00e9 sk\u00fasenosti z\u00e1kazn\u00edkov  <\/li>\n\n\n\n<li>Lep\u0161\u00ed kou\u010ding a n\u00e1stup agentov<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Rie\u0161enie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Cena ($ za pou\u017e\u00edvate\u013ea\/mesiac)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Aircall\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/top-10-alternativy-aircall-porovnanie-a-ceny-2024\/\">Aircall<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Justcall\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/top-10-alternativy-justcall-porovnanie-a-ceny-2024\/\">Justcall<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong> <\/strong>$49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group expand\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"OpenPhone\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/openphone-alternative\/\">OpenPhone<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$23<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/ringover-alternative\/\">Ringover<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$21<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/top-9-alternativ-ringcentral-v-roku-2024-hodnotenia-zakaznikov\/\">RingCentral<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$25<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/sk\/nastroje-call-centra\/monitorovanie-hovorov-co-to-je-ako-funguje-a-ake-su-vyhody\/\">Zisti\u0165 viac<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-anticipate-the-customer-s-needs\"><strong><strong>#4 n\u00e1stenn\u00e1 doska<\/strong><\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Preh\u013ead<\/strong><\/h5>\n\n\n\n<p>Gamifikujte ka\u017edodenn\u00e9 oper\u00e1cie a podporujte iniciat\u00edvy streamovan\u00edm \u00fadajov v re\u00e1lnom \u010dase z va\u0161ich analytick\u00fdch syst\u00e9mov priamo na informa\u010dn\u00e9 panely agentov alebo obrazovky LCD call centra vr\u00e1tane aktu\u00e1lnych metr\u00edk, hodnotenia agentov a \u010fal\u0161\u00edch \u00fadajov.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\">Najlep\u0161ie pre:  <\/h5>\n\n\n\n<p>Pr\u00edchodov\u00e9 a odchodov\u00e9 oper\u00e1cie<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>V\u00fdhody:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u017div\u00fd analytick\u00fd kan\u00e1l<\/li>\n\n\n\n<li>Prisp\u00f4sobite\u013en\u00fd \u010dasov\u00fd r\u00e1mec<\/li>\n\n\n\n<li>Vy\u0161\u0161ia anga\u017eovanos\u0165 zamestnancov<\/li>\n\n\n\n<li>Lep\u0161ia motiv\u00e1cia agentov<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Rie\u0161enie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Cena ($ za pou\u017e\u00edvate\u013ea\/mesiac)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/sk\/wallboard-2\/\">Zisti\u0165 viac<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">V\u00fdh\u013ead do bud\u00facnosti: Bud\u00facnos\u0165 porovn\u00e1vania hovorov<\/h2>\n\n\n\n<p>V ide\u00e1lnom svete by bola bud\u00facnos\u0165 sledovania hovorov tak\u00e1, \u017ee v\u00e4\u010d\u0161ina pr\u00e1ce sa vykon\u00e1 sama.\nDobr\u00e1 spr\u00e1va!\nV takomto svete pr\u00e1ve \u017eijete.    <\/p>\n\n\n\n<p>V\u010faka ned\u00e1vnym pokrokom v oblasti umelej inteligencie a strojov\u00e9ho u\u010denia u\u017e v\u00e4\u010d\u0161ina <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/the-ultime-call-center-solution-list\/\">softv\u00e9rov\u00fdch rie\u0161en\u00ed<\/a> dok\u00e1\u017ee poskytn\u00fa\u0165 presn\u00e9 inform\u00e1cie o v\u00fdkonnosti va\u0161ej spolo\u010dnosti a bud\u00fa sa \u010falej zlep\u0161ova\u0165.<\/p>\n\n\n\n<p>Odborn\u00edci predpokladaj\u00fa, \u017ee v bl\u00edzkej bud\u00facnosti budete m\u00f4c\u0165 automatizova\u0165 sledovanie, synchroniz\u00e1ciu a <strong>interpret\u00e1ciu<\/strong> \u00fadajov.\nSofistikovan\u00e9 n\u00e1stroje by mali by\u0165 schopn\u00e9 navrhn\u00fa\u0165 ak\u010dn\u00e9 odpor\u00fa\u010dania pre \u010fal\u0161ie kroky na z\u00e1klade va\u0161ich <strong>ukazovate\u013eov volan\u00ed<\/strong> a <strong>cie\u013eov spolo\u010dnosti<\/strong>. <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#DFF0F6\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><strong>Alebo to m\u00f4\u017eete necha\u0165 na CloudTalk.<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"\" class=\"wp-image-201222\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\">Kontaktujte sales<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky:<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u010co s\u00fa metriky call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Metriky call centra s\u00fa merate\u013en\u00e9 ukazovatele, ktor\u00e9 sa pou\u017e\u00edvaj\u00fa na hodnotenie v\u00fdkonnosti a efekt\u00edvnosti prev\u00e1dzky call centra.<br \/>\nTieto metriky pom\u00e1haj\u00fa organiz\u00e1ci\u00e1m hodnoti\u0165 r\u00f4zne aspekty v\u00fdkonu ich slu\u017eieb z\u00e1kazn\u00edkom vr\u00e1tane efekt\u00edvnosti, produktivity, kvality a spokojnosti z\u00e1kazn\u00edkov.<br \/>\nMedzi be\u017en\u00e9 metriky call centra patr\u00ed priemern\u00fd \u010das vybavenia (AHT), miera vyrie\u0161enia prv\u00e9ho hovoru (FCR), dohody o \u00farovni slu\u017eieb (SLA), sk\u00f3re spokojnosti z\u00e1kazn\u00edkov (CSAT) a miera opustenia z\u00e1kazn\u00edckych slu\u017eieb.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ako zlep\u0161i\u0165 ukazovatele call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Zlep\u0161enie <a href=\"https:\/\/www.cloudtalk.io\/blog\/what-are-call-tracking-metrics\/\" target=\"_blank\" rel=\"noopener\">ukazovate\u013eov call centra<\/a> zah\u0155\u0148a implement\u00e1ciu strat\u00e9gi\u00ed a iniciat\u00edv zameran\u00fdch na zv\u00fd\u0161enie v\u00fdkonnosti v k\u013e\u00fa\u010dov\u00fdch oblastiach.<br \/>\nMedzi \u00fa\u010dinn\u00e9 pr\u00edstupy k zlep\u0161ovaniu ukazovate\u013eov call centra patria: <\/p>\n<p>&#8211; Implement\u00e1cia n\u00e1strojov na riadenie pracovnej sily s cie\u013eom optimalizova\u0165 pl\u00e1novanie a po\u010det zamestnancov.<\/p>\n<p>&#8211; Poskytovanie komplexn\u00fdch \u0161kolen\u00ed a tr\u00e9ningov\u00fdch programov na zlep\u0161enie zru\u010dnost\u00ed a znalost\u00ed agentov.<\/p>\n<p>&#8211; Zefekt\u00edvnenie procesov a zn\u00ed\u017eenie po\u010dtu zbyto\u010dn\u00fdch krokov s cie\u013eom skr\u00e1ti\u0165 priemern\u00fd \u010das vybavovania.<\/p>\n<p>&#8211; Zlep\u0161enie technologickej infra\u0161trukt\u00fary s cie\u013eom zv\u00fd\u0161i\u0165 spo\u013eahlivos\u0165 syst\u00e9mu a minimalizova\u0165 prestoje.<\/p>\n<p>&#8211; Zavedenie mechanizmov sp\u00e4tnej v\u00e4zby od z\u00e1kazn\u00edkov s cie\u013eom identifikova\u0165 oblasti, ktor\u00e9 je potrebn\u00e9 zlep\u0161i\u0165, a zv\u00fd\u0161i\u0165 spokojnos\u0165.<\/p>\n<p>&#8211; Stanovenie jasn\u00fdch v\u00fdkonnostn\u00fdch cie\u013eov a poskytovanie stimulov na motiv\u00e1ciu zamestnancov.<\/p>\n<p>&#8211; Pravideln\u00e9 monitorovanie a analyzovanie metr\u00edk s cie\u013eom identifikova\u0165 trendy a oblasti, ktor\u00e9 je potrebn\u00e9 zlep\u0161i\u0165.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u010co je KPI v call centre?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>KPI je skratka pre k\u013e\u00fa\u010dov\u00fd ukazovate\u013e v\u00fdkonnosti, \u010do je merate\u013en\u00e1 hodnota pou\u017e\u00edvan\u00e1 na hodnotenie \u00faspe\u0161nosti organiz\u00e1cie alebo konkr\u00e9tnej \u010dinnosti pri dosahovan\u00ed jej cie\u013eov.<br \/>\nV kontexte call centra s\u00fa KPI ukazovatele pou\u017e\u00edvan\u00e9 na hodnotenie v\u00fdkonnosti a efekt\u00edvnosti <a href=\"https:\/\/www.cloudtalk.io\/blog\/call-center-operations\/\" target=\"_blank\" rel=\"noopener\">\u010dinnost\u00ed call centra<\/a>.   <\/p>\n<p>Tieto ukazovatele zvy\u010dajne odr\u00e1\u017eaj\u00fa kritick\u00e9 aspekty v\u00fdkonnosti call centra, ako je produktivita agentov, spokojnos\u0165 z\u00e1kazn\u00edkov, kvalita slu\u017eieb a prev\u00e1dzkov\u00e1 efekt\u00edvnos\u0165.<br \/>\nMedzi be\u017en\u00e9 KPI call centra patria ukazovatele ako priemern\u00fd \u010das vybavenia, miera vyrie\u0161enia prv\u00e9ho hovoru, sk\u00f3re spokojnosti z\u00e1kazn\u00edkov a dohody o \u00farovni slu\u017eieb. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710149050963\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ako \u010dasto by sa malo vykon\u00e1va\u0165 progn\u00f3zovanie call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Predpovede pre call centrum by sa mali vykon\u00e1va\u0165 pravidelne, aby sa zabezpe\u010dilo presn\u00e9 pl\u00e1novanie pracovnej sily a pride\u013eovanie zdrojov.<br \/>\nFrekvencia progn\u00f3zovania z\u00e1vis\u00ed od r\u00f4znych faktorov vr\u00e1tane \u0161trukt\u00fary objemu hovorov, sez\u00f3nnosti a obchodnej dynamiky.   <\/p>\n<p>Vo v\u0161eobecnosti sa progn\u00f3zovanie call centra zvy\u010dajne vykon\u00e1va na dennej, t\u00fd\u017edennej, mesa\u010dnej alebo \u0161tvr\u0165ro\u010dnej b\u00e1ze.<br \/>\nKr\u00e1tkodob\u00e9 progn\u00f3zovanie sa m\u00f4\u017ee zameriava\u0165 na denn\u00e9 alebo t\u00fd\u017edenn\u00e9 predpovede objemu hovorov s cie\u013eom optimalizova\u0165 po\u010det zamestnancov a pl\u00e1novanie, zatia\u013e \u010do dlhodob\u00e9 progn\u00f3zovanie m\u00f4\u017ee zah\u0155\u0148a\u0165 \u0161tvr\u0165ro\u010dn\u00e9 alebo ro\u010dn\u00e9 progn\u00f3zy na podporu strategick\u00e9ho pl\u00e1novania a rozhodnut\u00ed o pride\u013eovan\u00ed zdrojov.   <\/p>\n<p>Pravideln\u00e1 aktualiz\u00e1cia a zdokona\u013eovanie prognostick\u00fdch modelov na z\u00e1klade historick\u00fdch \u00fadajov a aktu\u00e1lnych trendov je nevyhnutn\u00e1 na zabezpe\u010denie presnosti a \u00fa\u010dinnosti riadenia pracovnej sily.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710361087293\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e9 s\u00fa potenci\u00e1lne nev\u00fdhody nepresn\u00fdch progn\u00f3z?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Nepresn\u00e9 predpovede v call centr\u00e1ch m\u00f4\u017eu vies\u0165 k nieko\u013ek\u00fdm potenci\u00e1lnym nev\u00fdhod\u00e1m a probl\u00e9mom, vr\u00e1tane:<\/p>\n<p>&#8211; Nedostatok alebo nadbytok zamestnancov: Nepresn\u00e9 predpovede m\u00f4\u017eu ma\u0165 za n\u00e1sledok nedostatok person\u00e1lu po\u010das najv\u00e4\u010d\u0161ieho po\u010dtu hovorov, \u010do vedie k dlh\u00fdm \u010dakac\u00edm dob\u00e1m, zv\u00fd\u0161enej miere opustenia slu\u017eby a ni\u017e\u0161ej spokojnosti z\u00e1kazn\u00edkov.<br \/>\nNaopak, nadmern\u00fd po\u010det zamestnancov po\u010das n\u00edzkeho po\u010dtu hovorov m\u00f4\u017ee vies\u0165 k ne\u010dinnosti agentov a zbyto\u010dn\u00fdm n\u00e1kladom na pracovn\u00fa silu. <\/p>\n<p>&#8211; Neefekt\u00edvne pride\u013eovanie zdrojov: Nepresn\u00e9 predpovede m\u00f4\u017eu vies\u0165 k neefekt\u00edvnemu pride\u013eovaniu zdrojov, ke\u010f s\u00fa zdroje pridelen\u00e9 nespr\u00e1vnym kan\u00e1lom alebo \u00faloh\u00e1m.<br \/>\nTo m\u00f4\u017ee vies\u0165 k neoptim\u00e1lnemu v\u00fdkonu a produktivite cel\u00e9ho call centra. <\/p>\n<p>&#8211; Nedodr\u017eanie doh\u00f4d o \u00farovni slu\u017eieb (SLA): Nepresn\u00e9 predpovede m\u00f4\u017eu vies\u0165 k nedodr\u017eaniu doh\u00f4d SLA, preto\u017ee call centr\u00e1 nemusia ma\u0165 dostatok person\u00e1lu alebo zdrojov na splnenie cie\u013eov \u00farovne slu\u017eieb po\u010das \u0161pi\u010diek.<\/p>\n<p>&#8211; Vy\u0161\u0161ie prev\u00e1dzkov\u00e9 n\u00e1klady: Nepresn\u00e9 predpovede m\u00f4\u017eu vies\u0165 k vy\u0161\u0161\u00edm prev\u00e1dzkov\u00fdm n\u00e1kladom v d\u00f4sledku neefekt\u00edvneho riadenia pracovnej sily, zv\u00fd\u0161en\u00fdch v\u00fddavkov na nad\u010dasy a potenci\u00e1lnych pok\u00fat za neplnenie zmluvn\u00fdch z\u00e1v\u00e4zkov.<\/p>\n<p>&#8211; Zn\u00ed\u017een\u00e1 mor\u00e1lka zamestnancov: Nepresn\u00e9 predpovede m\u00f4\u017eu ma\u0165 negat\u00edvny vplyv na mor\u00e1lku a spokojnos\u0165 zamestnancov, preto\u017ee sa m\u00f4\u017eu c\u00edti\u0165 pre\u0165a\u017een\u00ed po\u010das \u0161pi\u010dkov\u00fdch obdob\u00ed alebo znuden\u00ed po\u010das obdob\u00ed poklesu, \u010do vedie k vyhoreniu a fluktu\u00e1cii.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710361105116\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">M\u00f4\u017ee progn\u00f3zovanie pom\u00f4c\u0165 aj pri odch\u00e1dzaj\u00facich call centr\u00e1ch?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u00c1no, progn\u00f3zovanie m\u00f4\u017ee pom\u00f4c\u0165 centr\u00e1m odch\u00e1dzaj\u00facich hovorov predv\u00eddan\u00edm objemu hovorov, v\u00fdkonnosti kampan\u00ed a po\u017eiadaviek na zdroje s cie\u013eom optimalizova\u0165 prev\u00e1dzku a maximalizova\u0165 v\u00fdsledky.  <\/p>\n<p>V call centr\u00e1ch m\u00f4\u017ee progn\u00f3zovanie zah\u0155\u0148a\u0165 predpovedanie po\u010dtu v\u00fdjazdov\u00fdch hovorov potrebn\u00fdch na dosiahnutie predajn\u00fdch cie\u013eov, ur\u010denie najlep\u0161ieho \u010dasu na kontaktovanie potenci\u00e1lnych z\u00e1kazn\u00edkov pre dosiahnutie maxim\u00e1lnej \u00fa\u010dinnosti a efekt\u00edvne pride\u013eovanie zdrojov na dosiahnutie cie\u013eov kampane.  <\/p>\n<p>Presn\u00fdm predpovedan\u00edm objemu hovorov a v\u00fdkonnosti kampan\u00ed m\u00f4\u017eu centr\u00e1 odch\u00e1dzaj\u00facich hovorov optimalizova\u0165 po\u010det zamestnancov, zv\u00fd\u0161i\u0165 produktivitu a n\u00e1vratnos\u0165 invest\u00edci\u00ed do kampan\u00ed.  <\/p>\n<p>Okrem toho m\u00f4\u017ee progn\u00f3zovanie pom\u00f4c\u0165 centr\u00e1m odch\u00e1dzaj\u00facich hovorov predv\u00edda\u0165 v\u00fdkyvy v dopyte, primerane upravi\u0165 po\u010det zamestnancov a udr\u017ea\u0165 konzistentn\u00fa \u00farove\u0148 slu\u017eieb na dosiahnutie po\u017eadovan\u00fdch v\u00fdsledkov.<\/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>Len v USA je viac ako 33 mili\u00f3nov podnikov. Na konkuren\u010dnom trhu [cgv actual_year] u\u017e nesta\u010d\u00ed by\u0165 len &#8222;dobr\u00fd&#8220;. A&#8230;<\/p>\n","protected":false},"author":131,"featured_media":207455,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[673],"tags":[],"class_list":["post-232585","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-centrum"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/232585","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\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=232585"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/232585\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/207455"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=232585"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=232585"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=232585"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}