{"id":233246,"date":"2024-08-07T12:47:38","date_gmt":"2024-08-07T10:47:38","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/ako-efektivne-prepajat-hovory-sprievodca-krok-za-krokom\/"},"modified":"2024-08-07T12:47:57","modified_gmt":"2024-08-07T10:47:57","slug":"ako-efektivne-prepajat-hovory-sprievodca-krok-za-krokom","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/ako-efektivne-prepajat-hovory-sprievodca-krok-za-krokom\/","title":{"rendered":"Ako efekt\u00edvne prep\u00e1ja\u0165 hovory: Sprievodca krok za krokom"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-text-align-left has-black-color has-text-color\"><strong>Sprievodca krok za krokom, ako efekt\u00edvne prep\u00e1ja\u0165 hovory<\/strong><\/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\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/blog-illustration-2.svg\" alt=\"\" class=\"wp-image-219782\"\/><\/figure>\n\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Z prieskumu vypl\u00fdva, \u017ee 83 % z\u00e1kazn\u00edkov o\u010dak\u00e1va, \u017ee ich probl\u00e9my bud\u00fa vyrie\u0161en\u00e9 na prv\u00fd pokus.\nNie v\u017edy je to mo\u017en\u00e9 hne\u010f, ale aj tak m\u00f4\u017eete z\u00e1kazn\u00edka odlo\u017ei\u0165, k\u00fdm nen\u00e1jdete rie\u0161enie, v\u0161ak? <\/p>\n\n\n\n<p>\u00c1no, ale m\u00f4\u017ee v\u00e1s to st\u00e1\u0165 viac, ako si mysl\u00edte.\nH\u013eadanie odpovede m\u00f4\u017ee trva\u0165 aj 5 min\u00fat.\nA m\u00f4\u017eete <a href=\"https:\/\/www.universalclass.com\/articles\/business\/business-telephone-call-etiquette-call-transfers-and-holds.htm\" target=\"_blank\" rel=\"noopener\"><strong>strati\u0165 z\u00e1kazn\u00edka po prvom<\/strong><\/a>.    <\/p>\n\n\n\n<p>Po <strong>60 sekund\u00e1ch<\/strong> \u010dakania 30 % volaj\u00facich zaves\u00ed.<\/p>\n\n\n\n<p>Po <strong>90 sekund\u00e1ch <\/strong>\u010dakania viac ako 50 % volaj\u00facich zaves\u00ed.<\/p>\n\n\n\n<p>Po <strong>2 min\u00fatach<\/strong> \u010dakania 80 % volaj\u00facich zaves\u00ed.<\/p>\n\n\n\n<p>Mnoh\u00ed z nich sa u\u017e nikdy neozv\u00fa.<\/p>\n\n\n\n<p>Na\u0161\u0165astie existuje jednoduch\u00e9 rie\u0161enie, ktor\u00e9 \u0161etr\u00ed \u010das zamestnancom aj z\u00e1kazn\u00edkom. <strong>Presmerovanie hovorov umo\u017e\u0148uje agentom jednoducho presmerova\u0165 hovory<\/strong> na in\u00e9ho \u010dlena t\u00edmu alebo oddelenia.  <\/p>\n\n\n\n<p>V tomto komplexnom sprievodcovi pres\u00favan\u00edm hovorov sa podrobne obozn\u00e1mime s t\u00fdm, ako to funguje, ako pres\u00fava\u0165 hovory na in\u00fd telef\u00f3n a ak\u00e9 s\u00fa najlep\u0161ie postupy.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>K\u013e\u00fa\u010dov\u00e9 poznatky:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pre efekt\u00edvnu spr\u00e1vu hovorov je nevyhnutn\u00e9 pozna\u0165 rozdiel medzi presmerovan\u00edm hovorov a presmerovan\u00edm hovorov.\nPresmerovanie hovoru zah\u0155\u0148a presmerovanie \u017eiv\u00e9ho hovoru po jeho prijat\u00ed, zatia\u013e \u010do presmerovanie hovoru automaticky presmeruje hovory na z\u00e1klade vopred definovan\u00fdch pravidiel pred akouko\u013evek interakciou. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Efekt\u00edvne presmerovanie hovoru si vy\u017eaduje jasn\u00fa komunik\u00e1ciu, napr\u00edklad vysvetlenie d\u00f4vodu presmerovania, po\u017eiadanie o s\u00fahlas a zabezpe\u010denie informovanosti z\u00e1kazn\u00edka po\u010das cel\u00e9ho procesu.\nT\u00fdm sa minimalizuje zm\u00e4tok a zlep\u0161uje sa sk\u00fasenos\u0165 z\u00e1kazn\u00edka. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Vyu\u017e\u00edvajte funkcie telef\u00f3nie VoIP, ako je nahr\u00e1vanie hovorov, monitorovanie a ozna\u010dovanie, na optimaliz\u00e1ciu prenosov hovorov.\nTieto n\u00e1stroje pom\u00e1haj\u00fa sledova\u0165 v\u00fdkonnos\u0165, poskytova\u0165 personalizovan\u00e9 slu\u017eby z\u00e1kazn\u00edkom a zabezpe\u010dova\u0165 efekt\u00edvne presmerovanie hovorov k spr\u00e1vnym agentom bez oh\u013eadu na ich polohu. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Rozdiel medzi presmerovan\u00edm a presmerovan\u00edm hovorov<\/strong><\/h2>\n\n\n\n<p>Hoci tieto dva pojmy znej\u00fa ako to ist\u00e9, v skuto\u010dnosti to tak nie je.\nAk riadite t\u00edm podpory alebo predaja, mus\u00edte pochopi\u0165 jemn\u00e9 nuansy medzi nimi.   <\/p>\n\n\n\n<p>Ka\u017ed\u00e9mu z nich sa budeme venova\u0165 osobitne, ale tu je najz\u00e1sadnej\u0161\u00ed rozdiel:<\/p>\n\n\n\n<p><strong>Presmerovanie hovoru je<\/strong> prich\u00e1dzaj\u00faci hovor, ktor\u00fd je presmerovan\u00fd na in\u00e9 \u010d\u00edslo <em>e\u0161te pred<\/em> jeho prijat\u00edm.  <\/p>\n\n\n\n<p><strong>Presmerovanie hovoru je<\/strong> prich\u00e1dzaj\u00faci hovor, ktor\u00fd je <em>po<\/em> prijat\u00ed presmerovan\u00fd na in\u00e9 \u010d\u00edslo.<\/p>\n\n\n\n<p>Teraz, ke\u010f ste pochopili z\u00e1klady, po\u010fme hlb\u0161ie:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u010co je prenos hovorov?<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/call-transfers\/\" target=\"_blank\" rel=\"noreferrer noopener\">Presun hovorov<\/a> umo\u017e\u0148uje va\u0161im agentom ve\u013emi r\u00fdchlo a efekt\u00edvne presun\u00fa\u0165 \u017eiv\u00fd hovor z jednej linky na druh\u00fa.\nNa rozdiel od presmerovania hovorov si vy\u017eaduje, aby \u010dlovek so z\u00e1kazn\u00edkom najprv komunikoval, preto\u017ee hovor je mo\u017en\u00e9 presmerova\u0165 a\u017e po jeho zdvihnut\u00ed. <\/p>\n\n\n\n<p>Aby ste si vedeli predstavi\u0165 situ\u00e1ciu, v ktorej m\u00f4\u017eu va\u0161i agenti vyu\u017ei\u0165 presmerovanie hovorov, povedzme, \u017ee z\u00e1kazn\u00edk volal s probl\u00e9mom t\u00fdkaj\u00facim sa faktur\u00e1cie, ale dovolal sa na technick\u00fa podporu.\nV\u00e1\u0161 agent technickej podpory m\u00f4\u017ee \u013eahko presmerova\u0165 hovor na finan\u010dn\u00e9 oddelenie bez toho, aby z\u00e1kazn\u00edk musel vola\u0165 znova a uviazol vo fronte.   <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Zauj\u00edmav\u00fd fakt: <\/strong>Skr\u00e1tenie \u010dasu \u010dakania v rade pom\u00f4\u017ee aj va\u0161im financi\u00e1m.\nNapr\u00edklad americk\u00ed spotrebitelia str\u00e1via v <a href=\"https:\/\/hbr.org\/2019\/02\/why-is-customer-service-so-bad-because-its-profitable\" target=\"_blank\" rel=\"noreferrer noopener\">priemere 13 hod\u00edn ro\u010dne<\/a> v radoch na hovory, \u010do podniky stoj\u00ed pribli\u017ene 38 mili\u00e1rd dol\u00e1rov. <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Ale sp\u00e4\u0165 k t\u00e9me.<\/p>\n\n\n\n<p>Prenos hovorov mo\u017eno pou\u017e\u00edva\u0165 na mobiln\u00fdch aj stolov\u00fdch telef\u00f3noch.\nV\u010faka technol\u00f3gii telef\u00f3nie VoIP m\u00f4\u017eete prenies\u0165 hovor komuko\u013evek a kdeko\u013evek bez oh\u013eadu na jeho fyzick\u00fa polohu.\nSta\u010d\u00ed nieko\u013eko kliknut\u00ed v rozhran\u00ed softv\u00e9rov\u00e9ho telef\u00f3nu.    <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1024x576.png\" alt=\"infografika hubs&amp;amp;spokes prenos hovorov 5\" class=\"wp-image-220505\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-1-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Typy prenosu hovorov<\/strong><\/h2>\n\n\n\n<p>Pr\u00e1ve sme si vysvetlili z\u00e1klady presunu hovorov, ale st\u00e1le sa toho m\u00f4\u017eete nau\u010di\u0165 viac.\nAk chcete tejto funkcii \u00faplne porozumie\u0165, mali by ste pozna\u0165 r\u00f4zne typy. <\/p>\n\n\n\n<p>Hlavn\u00e9 dve z nich s\u00fa tepl\u00e9 a studen\u00e9 hovory.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u010co je to tepl\u00fd prenos?<\/strong><\/h3>\n\n\n\n<p>Tepl\u00fd prenos m\u00f4\u017eeme op\u00edsa\u0165 ako priate\u013esk\u00e9 odovzdanie pochodne z jedn\u00e9ho agenta na druh\u00e9ho.\nNa rozdiel od studen\u00e9ho prenosu je medzi rozhovorom so z\u00e1kazn\u00edkom a jeho presmerovan\u00edm na niekoho in\u00e9ho \u010fal\u0161\u00ed krok.   <\/p>\n\n\n\n<p>Pri pou\u017eit\u00ed tepl\u00e9ho presmerovania pr\u00edjemca hovoru najprv kontaktuje in\u00e9ho agenta a hovor\u00ed s n\u00edm pred presmerovan\u00edm hovoru.  <\/p>\n\n\n\n<p><strong>Pozrime sa na praktick\u00fd pr\u00edklad:<\/strong><\/p>\n\n\n\n<p>Johnovi, agentovi elektronick\u00e9ho obchodu, zavol\u00e1 z\u00e1kazn\u00edk.\nZ\u00e1kazn\u00edk v\u0161ak potrebuje hovori\u0165 s technickou podporou.\nJohn teda mus\u00ed <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-call-routing\/\" target=\"_blank\" rel=\"noreferrer noopener\">presmerova\u0165 hovor<\/a> na Johannu, produktov\u00fa \u0161pecialistku.    <\/p>\n\n\n\n<p>Ale namiesto toho, aby jej pr\u00edpad len tak naslepo odovzdal, najprv sa s \u0148ou porozpr\u00e1va.\nVysvetl\u00ed z\u00e1kazn\u00edkovi jeho pr\u00edpad a a\u017e potom odovzd\u00e1 hovor technickej podpore.\nTakto Johanna presne vie, \u010do m\u00e1 o\u010dak\u00e1va\u0165, a z\u00e1kazn\u00edk sa nemus\u00ed opakova\u0165.  <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Tip pre profesion\u00e1lov: <\/strong>Ak chcete informova\u0165 in\u00e9ho agenta, p\u00f4vodn\u00fd pr\u00edjemca hovoru bude musie\u0165 z\u00e1kazn\u00edkov podr\u017ea\u0165.\nDos\u0165 \u010dasto sme zd\u00f4raz\u0148ovali, ak\u00e9 je to nepopul\u00e1rne.\nAby sme do rovnice doplnili \u010fal\u0161ie \u010d\u00edsla, \u010dakanie na hovor m\u00f4\u017ee ma\u0165 v skuto\u010dnosti za n\u00e1sledok <a href=\"https:\/\/www.teneo.ai\/blog\/decreasing-call-transfers-and-improving-customer-experience\" target=\"_blank\" rel=\"noreferrer noopener\">o 15 % ni\u017e\u0161iu<\/a> mieru <a href=\"https:\/\/www.teneo.ai\/blog\/decreasing-call-transfers-and-improving-customer-experience\" target=\"_blank\" rel=\"noreferrer noopener\">spokojnosti z\u00e1kazn\u00edkov<\/a> a o 19 % ni\u017e\u0161iu FCR.    <\/p>\n\n\n\n<p>Preto je ve\u013emi d\u00f4le\u017eit\u00e9, aby ste im dali najavo, \u017ee sa pozastavili.\nTicho by ste mali vyplni\u0165 aj pr\u00edjemnou hudbou na po\u010dkanie.\nV opa\u010dnom pr\u00edpade si volaj\u00faci m\u00f4\u017eu myslie\u0165, \u017ee stratili spojenie a preru\u0161i\u0165 hovor.  <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Ak\u00e9 s\u00fa v\u00fdhody tepl\u00e9ho prenosu?  <\/strong><\/h4>\n\n\n\n<p>\u00c1no, z\u00e1kazn\u00edci sa nemusia opakova\u0165.\nTo u\u017e viete.\nAle tepl\u00e9 presmerovanie hovoru v\u00e1m d\u00e1va viac ne\u017e len to.    <\/p>\n\n\n\n<p>Ak napr\u00edklad informujete in\u00e9ho agenta o tom, kto a pre\u010do vol\u00e1, m\u00f4\u017ee pripravi\u0165 individu\u00e1lnu odpove\u010f.\nNa\u0161a Johanna m\u00f4\u017ee z\u00e1kazn\u00edka pozdravi\u0165 krstn\u00fdm menom a ma\u0165 vopred pripraven\u00fa odpove\u010f na jeho probl\u00e9m.   <\/p>\n\n\n\n<p>M\u00f4\u017ee by\u0165 dostatok \u010dasu na otvorenie \u010dl\u00e1nku v znalostnej datab\u00e1ze alebo r\u00fdchle vyh\u013eadanie volaj\u00faceho v hist\u00f3rii z\u00e1kazn\u00edkov.\nPripravenos\u0165 na v\u0161etko, \u010do v\u00e1m z\u00e1kazn\u00edci m\u00f4\u017eu pon\u00faknu\u0165, im d\u00e1va pocit, \u017ee si v\u00e1s v\u00e1\u017eia, a \u0161etr\u00ed ich \u010das.   <\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Kedy pou\u017ei\u0165 tepl\u00fd prenos?<\/strong><\/h4>\n\n\n\n<p>Tepl\u00fd prenos by sa mal pou\u017ei\u0165, ke\u010f z\u00e1kazn\u00edci potrebuj\u00fa pomoc so zlo\u017eit\u00fdm probl\u00e9mom, ktor\u00fd si vy\u017eaduje \u0161pecifick\u00e9 odborn\u00e9 znalosti alebo rozsiahle vysvetlenie.<\/p>\n\n\n\n<p>Je to vhodn\u00e9, ke\u010f sa stup\u0148uje komplikovan\u00fd pr\u00edpad, \u010del\u00edte emocion\u00e1lnej situ\u00e1cii alebo diskutujete o citlivej t\u00e9me.\nTepl\u00fd prenos buduje vz\u0165ahy so z\u00e1kazn\u00edkmi ove\u013ea lep\u0161ie ako studen\u00fd (\u010doskoro zist\u00edte pre\u010do), prin\u00e1\u0161a osobn\u00fd pr\u00edstup a d\u00e1va ove\u013ea v\u00e4\u010d\u0161iu \u0161ancu na r\u00fdchle vyrie\u0161enie ak\u00e9hoko\u013evek probl\u00e9mu. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Pr\u00edklady skriptov tepl\u00e9ho prenosu<\/strong><\/h4>\n\n\n\n<p>Skripty m\u00f4\u017eu agentom pom\u00f4c\u0165 s istotou prep\u00e1ja\u0165 hovory a pripravi\u0165 z\u00e1kazn\u00edkov na kr\u00e1tky \u010das \u010dakania.  <\/p>\n\n\n\n<p><strong>Tu je nieko\u013eko z nich, ktor\u00e9 by ste mali vysk\u00fa\u0161a\u0165, ke\u010f&#8230;  <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;agent nem\u00e1 odborn\u00e9 znalosti: <\/strong>Agenti si musia ujasni\u0165, \u017ee neposielaj\u00fa z\u00e1kazn\u00edka pre\u010d, preto\u017ee sa mu jednoducho nechc\u00fa venova\u0165.\nZ\u00e1kazn\u00edci musia ma\u0165 pocit, \u017ee ich presmerovan\u00edm z\u00edskavaj\u00fa \u0161pi\u010dkov\u00e9 zaobch\u00e1dzanie.   <\/li>\n<\/ul>\n\n\n\n<p><em>&#8222;\u010eakujem, \u017ee ste sa so mnou podelili o t\u00fato problematiku. Ver\u00edm, \u017ee moja kolegy\u0148a Johanna v\u00e1m m\u00f4\u017ee pon\u00faknu\u0165 podrobnej\u0161ie inform\u00e1cie. Pom\u00f4\u017ee v\u00e1m vyrie\u0161i\u0165 v\u00e1\u0161 probl\u00e9m v kr\u00e1tkom \u010dase. M\u00f4\u017eem v\u00e1s s \u0148ou spoji\u0165? Bude to trva\u0165 len chv\u00ed\u013eu.&#8220;  <\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;prestup VIP z\u00e1kazn\u00edka:<\/strong> Aj ke\u010f je ka\u017ed\u00fd z\u00e1kazn\u00edk d\u00f4le\u017eit\u00fd, v ka\u017edej firme s\u00fa \u013eudia, na ktor\u00fdch jednoducho z\u00e1le\u017e\u00ed viac.\nVa\u0161i agenti im musia da\u0165 pocit v\u00fdnimo\u010dnosti a poskytn\u00fa\u0165 im osobn\u00fd z\u00e1\u017eitok t\u00fdm, \u017ee ich spoja s ich \u0161pecializovan\u00fdm ved\u00facim pracovn\u00edkom. <\/li>\n<\/ul>\n\n\n\n<p><em>&#8222;Dobr\u00fd de\u0148, p\u00e1n Smith, ve\u013emi r\u00e1d v\u00e1s po\u010dujem. Mysl\u00edm, \u017ee ste \u010dasto v kontakte s mojou kolegy\u0148ou Claire, je to tak? Nebol by som r\u00e1d, keby ste mi museli svoj probl\u00e9m vysvet\u013eova\u0165 od za\u010diatku. Chcete, aby som v\u00e1s s \u0148ou spojil?&#8220;<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;jednanie s nahnevan\u00fdm z\u00e1kazn\u00edkom: <\/strong>Je potrebn\u00e9, aby agenti prejavili empatiu a uznali, \u017ee z\u00e1kazn\u00edk m\u00e1 dobr\u00fd d\u00f4vod na to, aby bol frustrovan\u00fd.\nJe tie\u017e dobr\u00e9 zopakova\u0165 jeho probl\u00e9m.\nZ\u00edskaj\u00fa tak istotu, \u017ee agent ich probl\u00e9mu rozumie a berie ho v\u00e1\u017ene.  <\/li>\n<\/ul>\n\n\n\n<p><em>&#8222;Viem si predstavi\u0165, ak\u00e9 frustruj\u00face je rie\u0161i\u0165 straten\u00fa objedn\u00e1vku. Urob\u00edme v\u0161etko pre to, aby sme ju r\u00fdchlo vyrie\u0161ili. Ver\u00edm, \u017ee m\u00f4j kolega John z elektronick\u00e9ho obchodu ju pre v\u00e1s dok\u00e1\u017ee v kr\u00e1tkom \u010dase lokalizova\u0165. Bude v poriadku, ak v\u00e1s s n\u00edm spoj\u00edm? Bude to trva\u0165 len chv\u00ed\u013eu.&#8220;<\/em><\/p>\n\n\n\n<p>To bolo nieko\u013eko pr\u00edkladov, ako m\u00f4\u017eu agenti pripravi\u0165 z\u00e1kazn\u00edka na presun, ale ako pripravi\u0165 svojich kolegov?\nNa\u0161\u0165astie je to ove\u013ea jednoduch\u0161ie.   <\/p>\n\n\n\n<p><strong>Tu je ide\u00e1lny scen\u00e1r:<\/strong><\/p>\n\n\n\n<p><em>&#8222;Ahoj Claire, tu John. Na linke m\u00e1m pani (meno z\u00e1kazn\u00edka). Vol\u00e1 kv\u00f4li (stru\u010dn\u00e9 vysvetlenie probl\u00e9mu) a chce s tebou hovori\u0165. Ste pripraven\u00e1 na prenos?&#8220;<\/em><\/p>\n\n\n\n<div class=\"wp-block-group blog-related-posts\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h6 class=\"wp-block-heading\">Odpor\u00fa\u010dan\u00e9 \u010dl\u00e1nky<\/h6>\n\n\n\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Odpor\u00fa\u010dan\u00e9 str\u00e1nky<\/p>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/business-phone-features\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/business-phone-features\/\">Z\u00e1kladn\u00e9 funkcie firemn\u00e9ho telef\u00f3nu<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/business-phone-features\/\" target=\"_blank\" rel=\"noreferrer noopener\">Medzin\u00e1rodn\u00e9 \u010d\u00edsla &#8211; ako ich z\u00edska\u0165?<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-a-toll-free-number-and-how-do-you-get-one\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-a-toll-free-number-and-how-do-you-get-one\/\">\u010co s\u00fa to bezplatn\u00e9 \u010d\u00edsla?<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-get-a-voip-number-complete-guide\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sprievodca z\u00edskan\u00edm \u010d\u00edsla VoIP<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/ivr-self-service-best-practices\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/ivr-self-service-best-practices\/\">Samoobsluha IVR: osved\u010den\u00e9 postupy<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\">25+ najlep\u0161\u00edch funkci\u00ed call centra na rok 2024<\/a><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u010co je prenos za studena?<\/strong><\/h3>\n\n\n\n<p>Studen\u00e9 presmerovanie, zn\u00e1me aj ako presmerovanie naslepo, nast\u00e1va vtedy, ke\u010f agent presmeruje hovor na in\u00e9ho agenta bez toho, aby ho o tom vopred informoval.  <\/p>\n\n\n\n<p>Jednoducho si predstavte, \u017ee John m\u00e1 z\u00e1kazn\u00edka, ktor\u00fd potrebuje hovori\u0165 s technickou podporou.\nTentoraz v\u0161ak s Johanou nehovor\u00ed vopred a nepripravuje ju na prich\u00e1dzaj\u00faci hovor.\nJednoducho z\u00e1kazn\u00edka presmeruje bez predch\u00e1dzaj\u00faceho upozornenia.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Ak\u00e9 s\u00fa v\u00fdhody prenosu za studena?  <\/strong><\/h4>\n\n\n\n<p>Najv\u00e4\u010d\u0161ou v\u00fdhodou prenosu za studena je r\u00fdchlos\u0165.\nM\u00f4\u017eu sa vyskytn\u00fa\u0165 naliehav\u00e9 probl\u00e9my alebo z\u00e1kazn\u00edci, ktor\u00ed jednoducho nechc\u00fa \u010daka\u0165.\nStuden\u00fd prenos ich spoj\u00ed s odborn\u00edkom v priebehu sekundy bez toho, aby museli \u010daka\u0165.\nTo m\u00f4\u017ee zn\u00ed\u017ei\u0165 mieru opustenia hovoru.     <\/p>\n\n\n\n<p>\u00daprimne povedan\u00e9, prenos za studena m\u00e1 v porovnan\u00ed s prenosom za tepla ve\u013ea nev\u00fdhod.\nPo prv\u00e9, agent nevie, \u010do mu pr\u00edde.\nM\u00f4\u017ee v\u0161ak ma\u0165 aj v\u00e1\u017enej\u0161ie d\u00f4sledky.\nBez toho, aby ste sa najprv pok\u00fasili spoji\u0165 s agentom, nie je jasn\u00e9, \u010di je niekto k dispoz\u00edcii, kto m\u00f4\u017ee prija\u0165 hovor.     <\/p>\n\n\n\n<p>M\u00f4\u017ee sa teda sta\u0165, \u017ee hovor prejde priamo do hlasovej schr\u00e1nky.\nAgent, ktor\u00fd s\u013e\u00fabi lep\u0161iu pomoc od niekoho in\u00e9ho, ale namiesto toho presmeruje hovor do hlasovej schr\u00e1nky, nevyzer\u00e1 v o\u010diach z\u00e1kazn\u00edka najlep\u0161ie. <\/p>\n\n\n\n<p>Okrem toho bud\u00fa musie\u0165 z\u00e1kazn\u00edci opakova\u0165 svoj probl\u00e9m a m\u00f4\u017ee im ch\u00fdba\u0165 osobn\u00fd pr\u00edstup, ktor\u00fd by inak z\u00edskali, ak by agent vedel, \u017ee im telefonuje.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Kedy pou\u017ei\u0165 prenos za studena?<\/strong><\/h4>\n\n\n\n<p>Ako sme u\u017e povedali, ke\u010f si situ\u00e1cia vy\u017eaduje r\u00fdchly pr\u00edstup.\nOkrem netrpezliv\u00fdch z\u00e1kazn\u00edkov a naliehav\u00fdch pr\u00edpadov m\u00f4\u017ee ma\u0165 va\u0161e call centrum mimoriadne vysok\u00fd po\u010det hovorov.\nKe\u010f sa po\u010d\u00edta ka\u017ed\u00e1 sekunda a ide o kvantitu pred <em>(v\u00fdnimo\u010dnou) <\/em>kvalitou, pravdepodobne nie je najlep\u0161\u00ed n\u00e1pad str\u00e1ca\u0165 ju na rozhovory s kolegami.\nLep\u0161ie je jednoducho hne\u010f prepn\u00fa\u0165 hovor.   <\/p>\n\n\n\n<p>Niekedy sa m\u00f4\u017ee sta\u0165, \u017ee pr\u00edpad z\u00e1kazn\u00edka je tak\u00fd jednoduch\u00fd, \u017ee si nevy\u017eaduje \u017eiadne vysvetlenie.\nPovedzme, \u017ee z\u00e1kazn\u00edk chce vedie\u0165 \u010d\u00edslo svojej z\u00e1sielky.\nV skuto\u010dnosti toho nemus\u00ed ve\u013ea opakova\u0165 a agent nepotrebuje \u017eiadne \u010fal\u0161ie s\u00favislosti.  <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Tip pre profesion\u00e1lov: <\/strong>To, \u017ee sa agent najprv neporozpr\u00e1va so svoj\u00edm kolegom, neznamen\u00e1, \u017ee by nemal z\u00e1kazn\u00edkov o presune informova\u0165.\nMali by im tie\u017e poskytn\u00fa\u0165 \u010d\u00edslo na sp\u00e4tn\u00e9 volanie v pr\u00edpade, \u017ee sa hovor preru\u0161\u00ed. <\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1024x576.png\" alt=\"hubs&amp;amp;spokes infografika prenos hovorov 1\" class=\"wp-image-220557\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Types-of-Call-Transfer-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u010eal\u0161ie typy kategoriz\u00e1cie prenosu hovorov<\/strong><\/h3>\n\n\n\n<div style=\"height:14px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Prenos prich\u00e1dzaj\u00facich hovorov:<\/strong> zameriava sa na vybavovanie prich\u00e1dzaj\u00facich hovorov od z\u00e1kazn\u00edkov, ktor\u00ed potrebuj\u00fa pomoc alebo inform\u00e1cie.\nM\u00f4\u017ee sa t\u00fdka\u0165 ot\u00e1zok elektronick\u00e9ho obchodu, ako je vyh\u013eadanie bal\u00edka, rie\u0161enie technick\u00fdch probl\u00e9mov, poradenstvo pri pou\u017e\u00edvan\u00ed v\u00e1\u0161ho produktu v slu\u017ebe at\u010f. <br\/><\/li>\n\n\n\n<li><strong>Odch\u00e1dzaj\u00face hovory:<\/strong> ide o odch\u00e1dzaj\u00face hovory s potenci\u00e1lnymi alebo s\u00fa\u010dasn\u00fdmi klientmi na propag\u00e1ciu produktov, ponuku slu\u017eieb, upselling a podobne.<br\/><\/li>\n\n\n\n<li><strong>Simult\u00e1nne presmerovanie hovorov: <\/strong>je to term\u00edn pre presmerovanie hovorov viacer\u00fdm pr\u00edjemcom s\u00fa\u010dasne.\nZ\u00e1kazn\u00edci maj\u00fa v\u00e4\u010d\u0161iu \u0161ancu vyhn\u00fa\u0165 sa hlasovej po\u0161te, ak s\u00fa prepojen\u00ed na viac agentov.\nOdpovie prv\u00fd, ktor\u00fd je vo\u013en\u00fd.  <br\/><\/li>\n\n\n\n<li><strong>Prenos hovorov do hlasovej schr\u00e1nky: <\/strong>\u00c1no, povedali sme, \u017ee nie je najlep\u0161ie, ke\u010f z\u00e1kazn\u00edk skon\u010d\u00ed v hlasovej schr\u00e1nke.\nNapriek tomu sa vyskytn\u00fa pr\u00edpady, ke\u010f to skuto\u010dne chcete.\nPredstavte si, \u017ee v\u00e1\u0161  <strong> <\/strong>agenti nie s\u00fa k dispoz\u00edcii z d\u00f4vodu dovolenky.\nVtedy je skvel\u00fd \u010das na presmerovanie hovorov priamo do hlasovej schr\u00e1nky namiesto toho, aby ste sa t\u00fdchto pr\u00edle\u017eitost\u00ed vzdali. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u010co je presmerovanie hovorov?<\/strong><\/h2>\n\n\n\n<p>Pri pou\u017eit\u00ed presmerovania hovorov sa telef\u00f3nny hovor presmeruje z jedn\u00e9ho \u010d\u00edsla na druh\u00e9 priamo bez predch\u00e1dzaj\u00faceho rozhovoru s agentom.\nVolaj\u00faci si pravdepodobne ani nev\u0161imne, \u017ee bol presmerovan\u00fd.   <\/p>\n\n\n\n<p>Jedn\u00fdm z najv\u00fdsti\u017enej\u0161\u00edch pr\u00edkladov presmerovania hovorov je IVR <em>(Interactive Voice Response)<\/em>.\nT\u00e1to funkcia telef\u00f3nie VoIP presmeruje hovory na konkr\u00e9tneho agenta alebo oddelenie na z\u00e1klade pokynov z\u00e1kazn\u00edka.   <\/p>\n\n\n\n<p>Je to zn\u00e1me<em> &#8222;Pre technick\u00fa podporu stla\u010dte 1. Pre overenie stavu objedn\u00e1vky stla\u010dte 2&#8230;&#8220;<\/em><\/p>\n\n\n\n<p>Presmerovanie hovorov vstupuje do hry v okamihu, ke\u010f si z\u00e1kazn\u00edk vyberie niektor\u00fa z mo\u017enost\u00ed.\nKe\u010f stla\u010d\u00ed 1, presmerovanie hovorov presmeruje ich hovor z v\u00e1\u0161ho v\u0161eobecn\u00e9ho telef\u00f3nneho \u010d\u00edsla call centra na linku technickej podpory.\nAk stla\u010d\u00ed 2, to ist\u00e9 sa stane s oddelen\u00edm elektronick\u00e9ho obchodu.  <\/p>\n\n\n\n<p>Cel\u00fd proces je plne automatizovan\u00fd, \u010do znamen\u00e1, \u017ee pred spojen\u00edm s po\u017eadovan\u00fdm oddelen\u00edm nie je potrebn\u00e1 \u017eiadna interakcia.  <\/p>\n\n\n\n<p>Je v\u0161ak d\u00f4le\u017eit\u00e9 si uvedomi\u0165, \u017ee presmerovanie hovorov sa d\u00e1 vyu\u017ei\u0165 nielen na to, aby ste sa dovolali na spr\u00e1vne oddelenia.\n <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-forward-landline-to-a-cell-phone\/\" target=\"_blank\" rel=\"noreferrer noopener\">Hovory<\/a> m\u00f4\u017eete <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-forward-landline-to-a-cell-phone\/\" target=\"_blank\" rel=\"noreferrer noopener\">presmerova\u0165 na<\/a> z\u00e1klade jazykov\u00fdch znalost\u00ed, \u010dasov\u00fdch p\u00e1siem, typu hovoru, dostupnosti agenta alebo dokonca d\u00f4le\u017eitosti klientov pre va\u0161u firmu.\nAk nie s\u00fa k dispoz\u00edcii \u017eiadni agenti, hovory sa m\u00f4\u017eu presmerova\u0165 do hlasovej schr\u00e1nky, e-mailu alebo chatu.  <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1024x576.png\" alt=\"infografika hubs&amp;amp;spokes prenos hovorov 4\" class=\"wp-image-220518\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Infographic-2-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><strong>\u013dudia pou\u017e\u00edvaj\u00fa presmerovanie hovorov aj vtedy, ke\u010f&#8230;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;s mimoriadne vy\u0165a\u017een\u00fdmi telef\u00f3nnymi linkami:<\/strong> Presmerovanie hovorov v\u00e1m umo\u017en\u00ed prerozdeli\u0165 hovory na r\u00f4zne extern\u00e9 zariadenia a zabr\u00e1ni\u0165 pre\u0165a\u017eeniu.  <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;je potrebn\u00e9 okam\u017eite prerozdeli\u0165 hovory: <\/strong>Dobr\u00fdm pr\u00edkladom je <a href=\"https:\/\/test-staging.cloudtalk.io\/emergency-call-center-solution\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>lek\u00e1rska ties\u0148ov\u00e1 linka<\/strong><\/a> alebo policajn\u00fd dispe\u010ding.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8230;podnikania je pou\u017e\u00edvanie virtu\u00e1lnych medzin\u00e1rodn\u00fdch \u010d\u00edsel: <\/strong>Ak z\u00e1kazn\u00edk vol\u00e1 zo Spojen\u00e9ho kr\u00e1\u013eovstva na va\u0161e v\u0161eobecn\u00e9 \u010d\u00edslo, je automaticky presmerovan\u00fd na va\u0161e britsk\u00e9 telef\u00f3nne \u010d\u00edslo, \u010d\u00edm sa vyhne poplatkom za medzin\u00e1rodn\u00e9 volania.<\/li>\n<\/ul>\n\n\n\n<p>Teraz, ke\u010f u\u017e viete, \u010do je presmerovanie hovorov a kedy ho m\u00f4\u017eete pou\u017ei\u0165, by sme radi presk\u00famali jeho potenci\u00e1lne v\u00fdhody pre va\u0161u firmu.<\/p>\n\n\n\n<p><strong>Tu s\u00fa 3 hlavn\u00e9 v\u00fdhody presmerovania hovorov:  <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Minimalizujte po\u010det opusten\u00fdch hovorov: <\/strong>Viac ako <a href=\"https:\/\/www.universalclass.com\/articles\/business\/business-telephone-call-etiquette-call-transfers-and-holds.htm\" target=\"_blank\" rel=\"noreferrer noopener\">30 % volaj\u00facich, ktor\u00ed \u010dakaj\u00fa, zaves\u00ed<\/a> a nikdy nezavol\u00e1 sp\u00e4\u0165.\nKe\u010f v\u00e1s z\u00e1kazn\u00edci kontaktuj\u00fa, o\u010dak\u00e1vaj\u00fa r\u00fdchlu odpove\u010f.\nV\u010faka presmerovaniu hovorov ich nemus\u00edte necha\u0165 \u010daka\u0165 a nakoniec hovor preru\u0161i\u0165.\nBud\u00fa automaticky presmerovan\u00ed na toho, koho chc\u00fa kontaktova\u0165, kedyko\u013evek to bud\u00fa potrebova\u0165.     <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Poskytovanie nepretr\u017eitej podpory: <\/strong>Presmerovanie hovorov m\u00f4\u017ee presmerova\u0165 hovory na z\u00e1klade \u010dasov\u00e9ho p\u00e1sma.\nPovedzme, \u017ee va\u0161a firma s\u00eddli vo Washingtone, D.C., ale m\u00e1te z\u00e1kazn\u00edka, ktor\u00fd \u017eije na Filip\u00ednach.\nTo je 12-hodinov\u00fd \u010dasov\u00fd rozdiel.\nNapriek tomu nemus\u00edte posiela\u0165 ich po\u017eiadavky do hlasovej schr\u00e1nky.\nNemusia \u010daka\u0165, k\u00fdm sa im ozve \u010dlovek vo va\u0161om pracovnom \u010dase.\nTakisto nemus\u00edte n\u00fati\u0165 zamestnancov pracova\u0165 na no\u010dn\u00e9 zmeny.\nHovory jednoducho presmerujete na svojich agentov na Filip\u00ednach alebo v podobnom \u010dasovom p\u00e1sme.        <\/li>\n<\/ul>\n\n\n\n<p>V CloudTalku poskytujeme \u0161pi\u010dkov\u00fa podporu 24 hod\u00edn denne, 7 dn\u00ed v t\u00fd\u017edni a garantujeme v\u00e1m, \u017ee to m\u00e1 ve\u013ek\u00fd v\u00fdznam.  <br\/><\/p>\n\n\n\n<p><strong>Sta\u010d\u00ed si pre\u010d\u00edta\u0165 \u00faspe\u0161n\u00fd pr\u00edbeh o tom, ako na\u0161a nonstop dostupnos\u0165 podporila <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/planradar-customer-story\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>PlanRadar<\/strong><\/a><strong> k 70 % zv\u00fd\u0161eniu efektivity vybavovania hovorov<\/strong>:<\/p>\n\n\n\n<div class=\"wp-block-group blog-testimonial\"><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\">\n<h6 class=\"wp-block-heading\">\u010co dosiahla spolo\u010dnos\u0165 PlanRadar so slu\u017ebou CloudTalk?<\/h6>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>20 %<\/strong> zv\u00fd\u0161enie \u00fa\u010dinnosti agentov<\/li>\n\n\n\n<li><strong>70 %<\/strong> zv\u00fd\u0161enie efektivity vybavovania hovorov<\/li>\n\n\n\n<li class=\"down\"><strong>3 %<\/strong> Zn\u00ed\u017eenie po\u010dtu zme\u0161kan\u00fdch hovorov<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1800\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1.png\" alt=\"\" class=\"wp-image-220125\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1.png 2560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-300x211.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-1024x720.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-768x540.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-1536x1080.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-2048x1440.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-1055x742.png 1055w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-609x428.png 609w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-424x298.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-161x113.png 161w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/planradar-1-88x62.png 88w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:19px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Zv\u00fd\u0161enie efektivity a spokojnosti agentov:<\/strong> Odpovedanie na hovory, ktor\u00e9 im neboli ur\u010den\u00e9, zaberie viac \u010dasu, ako keby hovor prist\u00e1l na spr\u00e1vnej linke.\nPre agentov to m\u00f4\u017ee by\u0165 aj ve\u013emi frustruj\u00face.\nA vzh\u013eadom na to, \u017ee priemern\u00e9 n\u00e1klady na \u00fabytok jedn\u00e9ho agenta m\u00f4\u017eu predstavova\u0165 a\u017e 10 a\u017e 21 tis\u00edc dol\u00e1rov, d\u00f4razne odpor\u00fa\u010dame, aby boli spokojn\u00ed.  <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Presmerovanie hovorov vs. presmerovanie hovorov: .<\/strong><\/h2>\n\n\n\n<p>Zapam\u00e4ta\u0165 si z\u00e1plavu inform\u00e1ci\u00ed, o ktor\u00e9 sme sa pr\u00e1ve podelili, m\u00f4\u017ee by\u0165 zlo\u017eit\u00e9, ale nebojte sa, nemus\u00edte si to v\u0161etko znovu pre\u010d\u00edta\u0165.  <\/p>\n\n\n\n<p><strong>Tu je stru\u010dn\u00e1 tabu\u013eka, v ktorej s\u00fa zhrnut\u00e9 najd\u00f4le\u017eitej\u0161ie inform\u00e1cie o ka\u017edej funkcii:<\/strong><\/p>\n\n\n\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\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\">\n<p>Kateg\u00f3ria<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Dialpad\">\n<div class=\"wp-block-group ct-table-header-group first-party-usage 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\"><strong>Prenos hovorov<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"RingCentral\">\n<div class=\"wp-block-group ct-table-header-group third-party-usage\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\"><strong>Presmerovanie hovorov<\/strong><\/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\">\n<p><strong>Defin\u00edcia<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Presmerovanie hovorov na in\u00fa osobu alebo oddelenie po tom, ako ich v\u00e1\u0161 agent zdvihne.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Automatick\u00e9 presmerovanie hovorov pred ich prijat\u00edm.<\/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\">\n<p><strong>Inicializ\u00e1cia<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Ru\u010dne agentom.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Automaticky syst\u00e9mom s vopred definovan\u00fdmi pravidlami <em>(oddelenie, \u010dasov\u00e9 p\u00e1smo, dostupnos\u0165 a \u010fal\u0161ie)<\/em>.<\/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\">\n<p><strong>\u00da\u010del<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Posudzovanie potrieb volaj\u00facich pred ich presmerovan\u00edm na spr\u00e1vnu osobu alebo oddelenie.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Zabezpe\u010denie vybavenia hovorov, ke\u010f nie je potrebn\u00fd &#8222;sprostredkovate\u013e&#8220; alebo nie je nikto k dispoz\u00edcii.<\/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\">\n<p><strong>Pr\u00edpad pou\u017eitia<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Recep\u010dn\u00fd prijme hovor a presmeruje ho na spr\u00e1vne oddelenie pod\u013ea potrieb z\u00e1kazn\u00edka.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Funkcia, ako napr\u00edklad IVR, presmeruje hovor na aktu\u00e1lne dostupn\u00fdch agentov, aby sa predi\u0161lo dlh\u00e9mu \u010dakaniu.<\/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\">\n<p><strong>\u00darove\u0148 interakcie<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Akt\u00edvne, pr\u00edjemca hovoru mus\u00ed pred presmerovan\u00edm hovoru hovori\u0165 s volaj\u00facim.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Pas\u00edvne, pred dosiahnut\u00edm spr\u00e1vneho cie\u013ea nie je potrebn\u00e1 \u017eiadna \u017eiv\u00e1 interakcia medzi pr\u00edjemcom hovoru a volaj\u00facim.<\/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\">\n<p><strong>Cie\u013eov\u00e1 skupina<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Pou\u017e\u00edvaj\u00fa ho t\u00edmy z\u00e1kazn\u00edckej podpory a predaja.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Pou\u017e\u00edvaj\u00fa ho t\u00edmy z\u00e1kazn\u00edckej podpory a predaja, ale \u010dasto aj jednotlivci, ktor\u00ed spravuj\u00fa svoje vlastn\u00e9 vy\u0165a\u017een\u00e9 telef\u00f3nne linky.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:44px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ako presmerova\u0165 hovor z\u00e1kazn\u00edka na niekoho in\u00e9ho?<\/strong><\/h2>\n\n\n\n<p>Doteraz ste sa nau\u010dili ve\u013ea te\u00f3rie.\nTeraz sa pozrime na to, ako t\u00fato te\u00f3riu uplatni\u0165 v praxi. <\/p>\n\n\n\n<p>Prenos hovoru je v skuto\u010dnosti ve\u013emi jednoduch\u00fd.\nVa\u0161i agenti naj\u010dastej\u0161ie uvidia v rozhran\u00ed <a href=\"https:\/\/test-staging.cloudtalk.io\/softphone\/\" target=\"_blank\" rel=\"noreferrer noopener\">softv\u00e9rov\u00e9ho telef\u00f3nu<\/a> tla\u010didlo na prenos.\nKe\u010f na\u0148 klikn\u00fa, bud\u00fa musie\u0165 bu\u010f vyto\u010di\u0165 vn\u00fatorn\u00e9 \u010d\u00edslo, alebo vybra\u0165 osobu zo zoznamu agentov.    <\/p>\n\n\n\n<p><strong>Tu je uveden\u00e9, ako zvy\u010dajne funguj\u00fa r\u00f4zne typy presunu hovorov na r\u00f4znych zariadeniach:<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Ako vykon\u00e1va\u0165 tepl\u00e9 prenosy?<\/strong><\/h3>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Po\u010d\u00edta\u010dov\u00e1 aplik\u00e1cia:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Po\u010das akt\u00edvneho hovoru kliknite na tla\u010didlo &#8222;Prenies\u0165&#8220;.<\/li>\n\n\n\n<li>Ak chcete hovor podr\u017ea\u0165, vyberte mo\u017enos\u0165 &#8222;Sp\u00fdta\u0165 sa ako prv\u00fd&#8220;.<\/li>\n\n\n\n<li>Kontaktujte ur\u010den\u00e9ho pr\u00edjemcu a informujte ho o probl\u00e9me volaj\u00faceho.<\/li>\n\n\n\n<li>Ke\u010f s\u00fahlasia s prijat\u00edm hovoru, vr\u00e1\u0165te sa do okna prenosu a dokon\u010dite prenos.<\/li>\n<\/ol>\n\n\n\n<p><strong>Mobiln\u00e1 aplik\u00e1cia pre iOS:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Po\u010das hovoru \u0165uknite na tla\u010didlo &#8222;Viac&#8220;.<\/li>\n\n\n\n<li>Ak chcete hovor podr\u017ea\u0165, vyberte polo\u017eku &#8222;Presun\u00fa\u0165 volaj\u00faceho&#8220; a potom &#8222;Sp\u00fdta\u0165 sa teraz&#8220;.<\/li>\n\n\n\n<li>Vyto\u010dte \u010d\u00edslo pr\u00edjemcu alebo ho vyberte z kontaktov.<\/li>\n\n\n\n<li>Stru\u010dne informujte pr\u00edjemcu o hovore a potom \u0165uknut\u00edm na polo\u017eku &#8222;Prenies\u0165&#8220; dokon\u010dite proces.<\/li>\n<\/ol>\n\n\n\n<p><strong>Mobiln\u00e1 aplik\u00e1cia pre Android:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Po\u010das hovoru \u0165uknite na ikonu &#8222;Prenos&#8220;.<\/li>\n\n\n\n<li>Vyberte mo\u017enos\u0165 &#8222;Sp\u00fdta\u0165 sa ako prv\u00fd&#8220; a podr\u017ete hovor.<\/li>\n\n\n\n<li>Zavolajte pr\u00edjemcovi, poskytnite mu podrobnosti a po potvrden\u00ed sa vr\u00e1\u0165te k hovoru a spustite prenos.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1024x576.png\" alt=\"infografika hubs&amp;amp;spokes prenos hovorov 2\" class=\"wp-image-220544\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-warm-transfer-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Ako vykon\u00e1va\u0165 studen\u00e9 prenosy<\/strong><\/h3>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Po\u010d\u00edta\u010dov\u00e1 aplik\u00e1cia:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Po\u010das akt\u00edvneho hovoru kliknite na tla\u010didlo &#8222;Prenies\u0165&#8220;.<\/li>\n\n\n\n<li>Na vyh\u013eadanie kontaktu pou\u017eite funkciu vyh\u013ead\u00e1vania alebo zadajte \u010d\u00edslo ru\u010dne.<\/li>\n\n\n\n<li>Ak chcete okam\u017eite presmerova\u0165 hovor, vyberte mo\u017enos\u0165 &#8222;Prenies\u0165 teraz&#8220;.<\/li>\n<\/ol>\n\n\n\n<p><strong>Mobiln\u00e1 aplik\u00e1cia pre iOS:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Po\u010das hovoru \u0165uknite na polo\u017eku &#8222;Viac&#8220; a potom na polo\u017eku &#8222;Prenies\u0165 volaj\u00faceho&#8220;.<\/li>\n\n\n\n<li>Zadajte \u00fadaje pr\u00edjemcu alebo vyberte z kontaktov.<\/li>\n\n\n\n<li>\u0164uknut\u00edm na polo\u017eku &#8222;Prenies\u0165 teraz&#8220; odo\u0161lete hovor priamo.<\/li>\n<\/ol>\n\n\n\n<p><strong>Mobiln\u00e1 aplik\u00e1cia pre Android:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Na obrazovke hovoru \u0165uknite na ikonu &#8222;Prenos&#8220;.<\/li>\n\n\n\n<li>Vyh\u013eadajte a vyberte pr\u00edjemcu alebo zadajte jeho \u010d\u00edslo.<\/li>\n\n\n\n<li>\u0164uknut\u00edm na polo\u017eku &#8222;Prenies\u0165 teraz&#8220; dokon\u010d\u00edte prenos bez predch\u00e1dzaj\u00faceho upozornenia.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1024x576.png\" alt=\"infografika hubs&amp;amp;spokes prenos hovorov 3\" class=\"wp-image-220531\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/Steps-to-execute-a-cold-transfer-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:34px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Ako prenies\u0165 telef\u00f3nny hovor pomocou slu\u017eby CloudTalk<\/strong><\/h3>\n\n\n\n<p>Prenos hovorov je jednou z na\u0161ich k\u013e\u00fa\u010dov\u00fdch funkci\u00ed v slu\u017ebe CloudTalk.\nAk ste sa teda rozhodli z\u00edska\u0165 tento n\u00e1stroj prostredn\u00edctvom n\u00e1s, tu sa dozviete, ako funguje v na\u0161ej aplik\u00e1cii pre po\u010d\u00edta\u010de: <\/p>\n\n\n\n<p>Po\u010das hovoru je v rozhran\u00ed softv\u00e9rov\u00e9ho telef\u00f3nu ikona &#8222;Prenies\u0165&#8220;.\nPotom sa zobraz\u00ed ponuka kontaktov s dvoma r\u00f4znymi kartami &#8211;<strong> intern\u00fdmi <\/strong>a<strong> extern\u00fdmi<\/strong>. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Intern\u00fd prevod: <\/strong>Umo\u017e\u0148uje presmerova\u0165 hovor len na osoby vo va\u0161ej spolo\u010dnosti, ktor\u00e9 pou\u017e\u00edvaj\u00fa CloudTalk.\nAgent tak m\u00f4\u017ee posla\u0165 hovor in\u00e9mu \u010dlenovi t\u00edmu. <\/li>\n\n\n\n<li><strong>Extern\u00fd prenos:<\/strong> Umo\u017e\u0148uje prenos hovorov na \u013eubovo\u013en\u00e9 telef\u00f3nne \u010d\u00edslo vr\u00e1tane extern\u00fdch kontaktov.\nTo m\u00f4\u017ee by\u0165 u\u017eito\u010dn\u00e9, ke\u010f sa agent potrebuje premiestni\u0165, ale chce zosta\u0165 pri hovore.\nHovor m\u00f4\u017ee prenies\u0165 zo softv\u00e9rov\u00e9ho telef\u00f3nu CloudTalk na svoj vlastn\u00fd mobiln\u00fd telef\u00f3n vzh\u013eadom na to, \u017ee jeho \u010d\u00edslo je ulo\u017een\u00e9 v kontaktoch.  <\/li>\n<\/ul>\n\n\n\n<p><strong>Bez oh\u013eadu na to, \u010di si vyberiete intern\u00fd alebo extern\u00fd prenos, \u010fal\u0161ie kroky s\u00fa rovnak\u00e9:  <\/strong><\/p>\n\n\n\n<p>Po v\u00fdbere kontaktu, na ktor\u00fd sa m\u00e1 hovor presmerova\u0165, si m\u00f4\u017eete vybra\u0165 medzi tepl\u00fdm a studen\u00fdm presmerovan\u00edm.\nZobrazia sa tieto dve mo\u017enosti: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8222;Prenies\u0165 teraz&#8220;<\/strong> \u2192 CloudTalk presmeruje hovor na in\u00e9ho spoluhr\u00e1\u010da a hovor sa pre p\u00f4vodn\u00e9ho pr\u00edjemcu ukon\u010d\u00ed.<\/li>\n\n\n\n<li><strong>&#8222;Najsk\u00f4r sa porozpr\u00e1vajte s XY&#8220;<\/strong> \u2192 pozri \u010fal\u0161ie kroky ni\u017e\u0161ie.<\/li>\n<\/ul>\n\n\n\n<p>Po v\u00fdbere mo\u017enosti &#8222;Hovori\u0165 najprv s XY&#8220; agenti stlmia zvuk z\u00e1kazn\u00edka a hovoria so svoj\u00edm kolegom z t\u00edmu.  <\/p>\n\n\n\n<p>Ke\u010f agenti v\u0161etko prediskutuj\u00fa, p\u00f4vodn\u00fd pr\u00edjemca hovoru stlm\u00ed svojho kolegu a vr\u00e1ti sa k z\u00e1kazn\u00edkovi.\nInformuje ho, \u017ee prenos je pripraven\u00fd, klikne na &#8222;Prenies\u0165 na XY&#8220; a hovor sa pre neho skon\u010d\u00ed.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2 z\u00e1kladn\u00e9 tipy na prenos hovorov pre spr\u00e1vny CX<\/strong><\/h2>\n\n\n\n<p>Sk\u00f4r ako za\u010dnete s pres\u00favan\u00edm hovorov, mali by ste vedie\u0165, \u017ee m\u00e1me v ruk\u00e1ve e\u0161te nieko\u013eko u\u017eito\u010dn\u00fdch tipov.\nNiektor\u00e9 funkcie, ktor\u00e9 s\u00favisia najm\u00e4 so softv\u00e9rom na telefonovanie VoIP, v\u00e1m m\u00f4\u017eu pom\u00f4c\u0165 \u010do najlep\u0161ie vyu\u017ei\u0165 prenos hovorov.   <\/p>\n\n\n\n<p><strong>Tu s\u00fa 2 najv\u00fdraznej\u0161ie z nich:<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#1 Pou\u017e\u00edvajte nahr\u00e1vanie hovorov na zistenie probl\u00e9mov<\/strong><\/h3>\n\n\n\n<p>Prenos hovorov nie je len o stla\u010den\u00ed tla\u010didla.\nAko viete, agenti musia pred samotn\u00fdm presmerovan\u00edm hovoru riadne pripravi\u0165 z\u00e1kazn\u00edka a svojho kolegu.\nAko nadriaden\u00fd mus\u00edte ma\u0165 k dispoz\u00edcii efekt\u00edvny sp\u00f4sob sledovania ich v\u00fdkonu.    <\/p>\n\n\n\n<p>Na tento \u00fa\u010del s\u00fa ide\u00e1lne n\u00e1stroje ako <a href=\"https:\/\/test-staging.cloudtalk.io\/call-recording\/\" target=\"_blank\" rel=\"noreferrer noopener\">nahr\u00e1vanie<\/a> a <a href=\"https:\/\/test-staging.cloudtalk.io\/call-monitoring\/\" target=\"_blank\" rel=\"noreferrer noopener\">monitorovanie hovorov<\/a>.\nNahr\u00e1vanie hovorov umo\u017e\u0148uje nahr\u00e1va\u0165 hovory a op\u00e4tovne si ich vypo\u010du\u0165, identifikova\u0165 miesta na zlep\u0161enie a prisp\u00f4sobi\u0165 \u0161kolenia agentov.   <\/p>\n\n\n\n<p>Monitorovanie hovorov umo\u017e\u0148uje po\u010d\u00fava\u0165 hovory v re\u00e1lnom \u010dase.\nZvy\u010dajne sl\u00fa\u017ei na \u00fa\u010dely kontroly kvality, ale ak sa stane, \u017ee sa va\u0161i agenti dostan\u00fa do zlo\u017eitej situ\u00e1cie, m\u00f4\u017eete pou\u017ei\u0165 <a href=\"https:\/\/test-staging.cloudtalk.io\/3-way-calling\/\" target=\"_blank\" rel=\"noreferrer noopener\">trojcestn\u00e9 volanie<\/a>.\nTo v\u00e1m umo\u017en\u00ed sko\u010di\u0165 do hovoru a pom\u00f4c\u0165 im bez toho, aby o tom z\u00e1kazn\u00edci vedeli, alebo sa dokonca m\u00f4\u017eete zapoji\u0165 do konverz\u00e1cie.  <\/p>\n\n\n\n<p>V\u00e4\u010d\u0161ina poskytovate\u013eov telef\u00f3nie VoIP pon\u00faka nahr\u00e1vanie a monitorovanie hovorov spolu s prenosom hovorov, tak\u017ee budete ma\u0165 v\u0161etko potrebn\u00e9 na dosah ruky.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#2 Prid\u00e1vanie pozn\u00e1mok k hovorom a zna\u010diek<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/call-notes\/\" target=\"_blank\" rel=\"noreferrer noopener\">Pozn\u00e1mky k hovorom<\/a> a <a href=\"https:\/\/test-staging.cloudtalk.io\/call-tagging\/\" target=\"_blank\" rel=\"noreferrer noopener\">ozna\u010dovanie hovorov<\/a> s\u00fa \u010fal\u0161\u00edmi u\u017eito\u010dn\u00fdmi funkciami, ktor\u00e9 s\u00fa s\u00fa\u010das\u0165ou softv\u00e9rov\u00fdch pl\u00e1nov na volanie VoIP.\nPo\u010das hovoru si va\u0161i agenti m\u00f4\u017eu zapisova\u0165 d\u00f4le\u017eit\u00e9 detaily z rozhovorov so z\u00e1kazn\u00edkmi a prira\u010fova\u0165 im personalizovan\u00e9 zna\u010dky.\nNapr\u00edklad v oblasti predaja m\u00f4\u017eu potenci\u00e1lne ponuky ozna\u010di\u0165 ako <em>&#8222;z\u00e1ujem&#8220;.<\/em>  <\/p>\n\n\n\n<p>Ostatn\u00ed agenti sa tak m\u00f4\u017eu r\u00fdchlo dozvedie\u0165 o probl\u00e9moch alebo z\u00e1meroch z\u00e1kazn\u00edkov, aj ke\u010f boli presmerovan\u00ed prostredn\u00edctvom studen\u00e9ho prenosu.\nBud\u00fa napr\u00edklad vedie\u0165, \u017ee sa chystaj\u00fa hovori\u0165 s niek\u00fdm, kto v\u00e1\u017ene uva\u017euje o k\u00fape v\u00fdrobku alebo slu\u017eby, a m\u00f4\u017eu s n\u00edm pod\u013ea toho zaobch\u00e1dza\u0165. <\/p>\n\n\n\n<div style=\"height:21px\" 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:#EBEEFF\"><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>Poskytnite lep\u0161ie slu\u017eby z\u00e1kazn\u00edkom pomocou n\u00e1\u0161ho prenosu hovorov.<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"369\" height=\"383\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_06.svg\" alt=\"Ilustr&#xE1;cia agentov\" class=\"wp-image-321\"\/><\/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\/call-transfers\/\">Objavte t\u00fato funkciu<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>5 pravidiel etikety pri odovzd\u00e1van\u00ed hovorov, ktor\u00e9 buduj\u00fa vz\u0165ah<\/strong><\/h2>\n\n\n\n<p>\u00c1no, aj prenos hovorov m\u00e1 svoju etiketu.\nExistuj\u00fa z\u00e1kladn\u00e9 pravidl\u00e1, ktor\u00e9 rozhoduj\u00fa o tom, \u010di hovor presmerujete alebo si vybudujete vz\u0165ah so z\u00e1kazn\u00edkom. <\/p>\n\n\n\n<p><strong>Objavte 5 najd\u00f4le\u017eitej\u0161\u00edch prik\u00e1zan\u00ed, ktor\u00fdmi by sa mali riadi\u0165 va\u0161i agenti:  <\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#1<\/strong> <strong>Pochopte probl\u00e9m a zozbierajte ka\u017ed\u00fd detail<\/strong><\/h3>\n\n\n\n<p>Po\u010du\u0165 nie je v\u017edy to ist\u00e9 ako po\u010d\u00fava\u0165.\nMus\u00edte porozumie\u0165 probl\u00e9mu z\u00e1kazn\u00edka, aby bolo odovzdanie hovoru bezprobl\u00e9mov\u00e9.\nVa\u0161i agenti musia svojim kolegom poveda\u0165, \u010do bud\u00fa rie\u0161i\u0165, a to je \u0165a\u017ek\u00e9 urobi\u0165 bez spr\u00e1vnych inform\u00e1ci\u00ed.    <\/p>\n\n\n\n<p>Nepochopenie probl\u00e9mov z\u00e1kazn\u00edkov a nezbieranie v\u0161etk\u00fdch potrebn\u00fdch \u00fadajov m\u00f4\u017ee naru\u0161i\u0165 d\u00f4veru z\u00e1kazn\u00edkov vo va\u0161e slu\u017eby.  <\/p>\n\n\n\n<p>Predstavte si, \u017ee volaj\u00faci je presmerovan\u00fd a nov\u00fd agent za\u010dne rie\u0161i\u0165 nespr\u00e1vny probl\u00e9m.\nAlebo sa hovor mus\u00ed prep\u00e1ja\u0165 viackr\u00e1t a sk\u00e1ka\u0165 sem a tam medzi kolegami z t\u00edmu.   <\/p>\n\n\n\n<p>V lep\u0161om pr\u00edpade budete p\u00f4sobi\u0165 nekompetentne a v hor\u0161om ignorantsky.\nTo nechcete riskova\u0165, preto\u017ee <a href=\"https:\/\/vcc.live\/blog\/23-call-center-statistics-for-2023\/#customer-expectations\" target=\"_blank\" rel=\"noreferrer noopener\">48 % z\u00e1kazn\u00edkov men\u00ed zna\u010dku<\/a> kv\u00f4li lep\u0161\u00edm z\u00e1kazn\u00edckym slu\u017eb\u00e1m. <\/p>\n\n\n\n<p><strong>Ak\u00e9 inform\u00e1cie by mali agenti zhroma\u017e\u010fova\u0165?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Meno z\u00e1kazn\u00edka<\/li>\n\n\n\n<li>Podrobn\u00fd opis ich probl\u00e9mu  <\/li>\n\n\n\n<li>Kontaktn\u00e9 \u00fadaje z\u00e1kazn\u00edka pre pr\u00edpad, \u017ee by bol hovor preru\u0161en\u00fd<\/li>\n<\/ul>\n\n\n\n<p>Odpor\u00fa\u010dame tie\u017e poskytn\u00fa\u0165 z\u00e1kazn\u00edkom pred\u013a\u017eenie platnosti nov\u00fdch agentov.\nV pr\u00edpade ne\u00faspe\u0161n\u00e9ho hovoru im z\u00e1kazn\u00edk m\u00f4\u017ee zavola\u0165 priamo bez toho, aby sa musel znovu obraca\u0165 na niekoho in\u00e9ho. <\/p>\n\n\n\n<p><strong>Pr\u00edklad skriptu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;Aby sme sa uistili, \u017ee dostanete tie najlep\u0161ie slu\u017eby, r\u00e1d by som z\u00edskal nieko\u013eko inform\u00e1ci\u00ed.\nZdie\u013eajte, pros\u00edm, svoje cel\u00e9 meno a kontaktn\u00e9 \u00fadaje pre pr\u00edpad, \u017ee by sme museli uskuto\u010dni\u0165 sp\u00e4tn\u00fd telefon\u00e1t. <\/em><\/p>\n\n\n\n<p><em>&#8230;<\/em><\/p>\n\n\n\n<p><em>\u010eakujem, Thomas.\nTak\u017ee ak som spr\u00e1vne pochopil, v\u00e1\u0161 probl\u00e9m je (zopakujte probl\u00e9m, aby ste potvrdili spr\u00e1vne pochopenie a po\u017eiadajte o vysvetlenie a \u010fal\u0161ie podrobnosti, ak je to potrebn\u00e9). <\/em><\/p>\n\n\n\n<p><em>&#8230;<\/em><\/p>\n\n\n\n<p><em>Ve\u013emi dobre.\nTeraz v\u00e1s prelo\u017e\u00edm k Johanne.\nAk sa hovor nespoj\u00ed, m\u00f4\u017eete ju zastihn\u00fa\u0165 priamo na \u010d\u00edsle 800-123-4567.&#8220;    <\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#2<\/strong><\/strong> <strong>Vysvetlite d\u00f4vod presunu<\/strong><\/h3>\n\n\n\n<p>Aj ke\u010f to m\u00f4\u017ee znie\u0165 ako samozrejmos\u0165, boli by ste prekvapen\u00ed, ko\u013eko \u013eud\u00ed sa tomuto kroku br\u00e1ni.\nVa\u0161i agenti musia z\u00e1kazn\u00edkom v\u017edy poveda\u0165, pre\u010do ich pres\u00favaj\u00fa.   <\/p>\n\n\n\n<p>Jednoducho poveda\u0165: <em>&#8222;Ahoj Tom\u00e1\u0161, teraz bude\u0161 presunut\u00fd k in\u00e9mu agentovi,&#8220;<\/em> nesta\u010d\u00ed <em>.<\/em>  <\/p>\n\n\n\n<p>Agenti musia z\u00e1kazn\u00edkovi ozn\u00e1mi\u0165, \u017ee sa dovolal na nespr\u00e1vne oddelenie.\nAlebo je tu niekto vhodnej\u0161\u00ed, kto im pom\u00f4\u017ee.\nTaktie\u017e by agenti mali v\u017edy vysvetli\u0165, \u010do m\u00f4\u017eu od prevodu o\u010dak\u00e1va\u0165.\nM\u00f4\u017ee napr\u00edklad trva\u0165 nieko\u013eko min\u00fat, k\u00fdm bude hovor presmerovan\u00fd, preto\u017ee najprv musia pr\u00edpad prediskutova\u0165 so svoj\u00edm kolegom.\nAlebo m\u00f4\u017eu z\u00e1kazn\u00edkov upozorni\u0165, \u017ee ak po\u010duj\u00fa chv\u00ed\u013eu ticha, neznamen\u00e1 to, \u017ee hovor bol preru\u0161en\u00fd.      <\/p>\n\n\n\n<p><strong>Pr\u00edklad skriptu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;Ke\u010f prep\u00e1jam hovor, m\u00f4\u017ee by\u0165 nieko\u013eko sek\u00fand bez zvuku. Nerobte si s t\u00fdm starosti, je to norm\u00e1lne a st\u00e1le ste v rade. Johanna bude \u010doskoro pri v\u00e1s.&#8220;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#3<\/strong><\/strong> <strong>Pred prenosom po\u017eiadajte o povolenie<\/strong><\/h3>\n\n\n\n<p>Len preto, \u017ee to poskytne lep\u0161ie slu\u017eby, by agenti nemali automaticky predpoklada\u0165, \u017ee z\u00e1kazn\u00edci chc\u00fa by\u0165 prelo\u017een\u00ed.\nP\u00fdta\u0165 sa na s\u00fahlas je ve\u013emi d\u00f4le\u017eit\u00e9.\nJe to nielen \u00factiv\u00e9, ale d\u00e1va im to aj mo\u017enos\u0165 polo\u017ei\u0165 ak\u00e9ko\u013evek ot\u00e1zky.\nAlebo agentovi povedzte, \u017ee maj\u00fa nabit\u00fd program a zavolaj\u00fa v\u00e1m nesk\u00f4r.   <\/p>\n\n\n\n<p>Ak z\u00e1kazn\u00edk odmietne prevod bez jasn\u00e9ho vysvetlenia, vyzvite agentov, aby zistili d\u00f4vod.\nMo\u017eno do\u0161lo k nedorozumeniu.\nMo\u017eno si volaj\u00faci mysl\u00ed, \u017ee to bude trva\u0165 pr\u00edli\u0161 dlho, alebo skuto\u010dne nerozumie, ako prevod funguje.    <\/p>\n\n\n\n<p>D\u00f4le\u017eit\u00e9 je tie\u017e vysvetli\u0165, \u017ee presmerovanie hovoru je v skuto\u010dnosti v\u00fdhodn\u00e9, preto\u017ee dlhodobo \u0161etr\u00ed ich \u010das a poskytuje im \u0161pecializovanej\u0161iu pomoc.<\/p>\n\n\n\n<p><strong>Pr\u00edklad skriptu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;P\u00e1n Smith, m\u00e1m kolegu, ktor\u00fd sa \u0161pecializuje na t\u00fato problematiku. Bude pre v\u00e1s ove\u013ea efekt\u00edvnej\u0161ie, ak sa porozpr\u00e1vate s Johannou. Nebude vadi\u0165, ak v\u00e1s prelo\u017e\u00edm?&#8220;  <\/em><\/p>\n\n\n\n<p><em><strong>Z\u00c1KAZN\u00cdK ODMIETNE.<\/strong><\/em><\/p>\n\n\n\n<p><em>&#8222;Re\u0161pektujem va\u0161e rozhodnutie, p\u00e1n Smith. Len pre inform\u00e1ciu, m\u00f4\u017eete uvies\u0165 d\u00f4vod, pre\u010do si ne\u017eel\u00e1te by\u0165 prelo\u017een\u00fd?&#8220;<\/em><\/p>\n\n\n\n<p><em><strong>Z\u00c1KAZN\u00cdK VYSVET\u013dUJE, \u017dE NECHCE \u010cAKA\u0164.<\/strong><\/em><\/p>\n\n\n\n<p><em>&#8222;Rozumiem. M\u00f4\u017eem v\u00e1s v\u0161ak uisti\u0165, \u017ee nebudete \u010daka\u0165 viac ako dve min\u00faty. Potrebujem len chv\u00ed\u013eu, aby som o va\u0161om pr\u00edpade informoval svoju kolegy\u0148u, a potom jej tento hovor odovzd\u00e1m. \u010co mysl\u00edte?&#8220;<\/em><\/p>\n\n\n\n<p><em><strong>Z\u00c1KAZN\u00cdK S\u00daHLAS\u00cd.<\/strong><\/em><\/p>\n\n\n\n<p><em>&#8222;Skvel\u00e9, p\u00e1n Smith. Po\u010dkajte, pros\u00edm, v rade, hne\u010f sa k v\u00e1m vr\u00e1tim.&#8220;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#4<\/strong><\/strong> <strong>Nikdy nes\u013eubujte pr\u00edli\u0161 ve\u013ea<\/strong><\/h3>\n\n\n\n<p>Je dobr\u00e9 ubezpe\u010di\u0165 z\u00e1kazn\u00edkov, \u017ee rob\u00edte v\u0161etko pre to, aby ste im pomohli.\nVa\u0161i agenti by v\u0161ak nikdy nemali ma\u0165 pr\u00edli\u0161 vysok\u00e9 o\u010dak\u00e1vania.\nNikdy by nemali s\u013eubova\u0165, \u017ee ich kolega z t\u00edmu probl\u00e9m stopercentne vyrie\u0161i a \u017ee to urob\u00ed hne\u010f.\nNie vtedy, ke\u010f si t\u00fdm nie s\u00fa ist\u00ed.   <\/p>\n\n\n\n<p>Ke\u010f to kolega z t\u00edmu neurob\u00ed, dostane sa do \u0165a\u017ekej situ\u00e1cie a sklamanie z\u00e1kazn\u00edka.  <\/p>\n\n\n\n<p>Agenti by mali bu\u010f poveda\u0165, \u017ee ich kolega z t\u00edmu <em>m\u00f4\u017ee<\/em> ma\u0165 pre nich rie\u0161enie, alebo by mali z\u00e1kazn\u00edka odlo\u017ei\u0165 a prediskutova\u0165 pr\u00edpad s kolegom z t\u00edmu sk\u00f4r, ako nie\u010do s\u013e\u00fabia.<\/p>\n\n\n\n<p><strong>Pr\u00edklad skriptu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;R\u00e1d by som v\u00e1s spojil s Johannou, p\u00e1n Smith. <\/em><strong><em>Ver\u00edm, \u017ee<\/em><\/strong><em> \u017ee je tou spr\u00e1vnou osobou, ktor\u00e1 vyrie\u0161i v\u00e1\u0161 probl\u00e9m v <\/em><strong><em>\u010do najkrat\u0161om \u010dase<\/em><\/strong><em>.&#8220;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><strong>#5<\/strong><\/strong> <strong>Ukon\u010dite na vysokej nohe<\/strong><\/h3>\n\n\n\n<p>Ke\u010f m\u00e1 agent v\u0161etky potrebn\u00e9 inform\u00e1cie, z\u00e1kazn\u00edk vie, \u010do m\u00e1 o\u010dak\u00e1va\u0165, a d\u00e1 s\u00fahlas na presun, je potrebn\u00e9 urobi\u0165 posledn\u00fd krok.  <\/p>\n\n\n\n<p>Jednoducho poveda\u0165: <em>&#8222;Dobre, dovidenia, p\u00e1n Smith,&#8220; <\/em>a stla\u010di\u0165 tla\u010didlo prenosu nie je spr\u00e1vny sp\u00f4sob ukon\u010denia interakcie.  <\/p>\n\n\n\n<p>Ak chcete da\u0165 bodku za dokonal\u00fdm z\u00e1\u017eitkom z transferu, agenti by mali z\u00e1kazn\u00edkovi po\u010fakova\u0165 za trpezlivos\u0165 a op\u00fdta\u0165 sa, \u010di m\u00f4\u017eu pom\u00f4c\u0165 s nie\u010d\u00edm \u010fal\u0161\u00edm.\nNajm\u00e4 ak m\u00e1te do \u010dinenia s nahnevanou osobou.   <\/p>\n\n\n\n<p><strong>Pr\u00edklad skriptu:<\/strong> <\/p>\n\n\n\n<p><em>&#8222;\u010eakujem v\u00e1m za va\u0161u trpezlivos\u0165, p\u00e1n Smith. Bolo mi pote\u0161en\u00edm s vami hovori\u0165. M\u00f4\u017eem v\u00e1m e\u0161te s nie\u010d\u00edm pom\u00f4c\u0165?&#8220;<\/em><\/p>\n\n\n\n<p><em>&#8230;<\/em><\/p>\n\n\n\n<p><em>&#8222;Dobre, v tom pr\u00edpade v\u00e1s teraz odovzd\u00e1vam Johanne. Prajem v\u00e1m pekn\u00fd de\u0148!&#8220;<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Z\u00e1ver  <\/strong><\/h2>\n\n\n\n<p>Zvl\u00e1dnutie presunu hovorov je k\u013e\u00fa\u010dov\u00e9 pre ka\u017ed\u00fa organiz\u00e1ciu orientovan\u00fa na z\u00e1kazn\u00edka, ktorej cie\u013eom je poskytova\u0165 bezprobl\u00e9mov\u00fa a efekt\u00edvnu podporu.\nAko sme uviedli v tejto pr\u00edru\u010dke, pochopenie nu\u00e1ns medzi presmerovan\u00edm hovorov a presmerovan\u00edm hovorov m\u00f4\u017ee v\u00fdrazne zv\u00fd\u0161i\u0165 schopnos\u0165 v\u00e1\u0161ho t\u00edmu efekt\u00edvne vybavova\u0165 hovory, skr\u00e1ti\u0165 \u010das \u010dakania a zv\u00fd\u0161i\u0165 spokojnos\u0165 z\u00e1kazn\u00edkov.   <\/p>\n\n\n\n<p>Zaveden\u00edm osved\u010den\u00fdch postupov, ako napr\u00edklad po\u017eiadanie o povolenie pred prevodom, vysvetlenie d\u00f4vodov prevodu a zabezpe\u010denie, aby va\u0161i agenti boli dobre obozn\u00e1men\u00ed s tepl\u00fdmi aj studen\u00fdmi prevodmi, m\u00f4\u017eete podpori\u0165 citlivej\u0161ie a empatickej\u0161ie prostredie slu\u017eieb z\u00e1kazn\u00edkom.  <\/p>\n\n\n\n<p><strong>Nezabudnite, \u017ee ka\u017ed\u00e1 interakcia je pr\u00edle\u017eitos\u0165ou na budovanie d\u00f4very a lojality!  <\/strong><\/p>\n\n\n\n<p>V\u010faka pokro\u010dil\u00e9mu rie\u0161eniu VoIP od spolo\u010dnosti CloudTalk je prenos hovorov jednoduch\u00fd a efekt\u00edvny, \u010do va\u0161im agentom umo\u017e\u0148uje zaka\u017ed\u00fdm poskytova\u0165 v\u00fdnimo\u010dn\u00e9 slu\u017eby.\nV\u010faka \u010fal\u0161\u00edm funkci\u00e1m, ako je monitorovanie hovorov, nahr\u00e1vanie a trojcestn\u00e9 volanie, m\u00f4\u017eete premeni\u0165 jednoduch\u00fd prenos hovoru na mimoriadny z\u00e1\u017eitok.   <\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\">Vysk\u00fa\u0161ajte si ho teraz zadarmo<\/a> alebo kontaktujte n\u00e1\u0161 predajn\u00fd t\u00edm a z\u00edskajte osobn\u00fa uk\u00e1\u017eku:<\/p>\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\/demo\/\">Kontaktujte sales<\/a><\/div>\n<\/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 \"><strong><strong><strong>Ako presmerova\u0165 hovory z pevnej linky?<\/strong> <\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Tu je stru\u010dn\u00fd n\u00e1vod na <a href=\"https:\/\/www.cloudtalk.io\/blog\/how-to-forward-landline-to-a-cell-phone\/\" target=\"_blank\" rel=\"noopener\">prenos hovorov z pevnej linky na mobiln\u00fd telef\u00f3n<\/a>:<br \/><strong>Aktiv\u00e1cia presmerovania hovorov na pevnej linke<\/strong>:<br \/>Zdvihnite telef\u00f3n pevnej linky.<br \/>Vyto\u010dte aktiva\u010dn\u00fd k\u00f3d presmerovania hovorov (zvy\u010dajne *72 alebo 72#, v z\u00e1vislosti od poskytovate\u013ea slu\u017eieb).<br \/><strong>Zadanie \u010d\u00edsla mobiln\u00e9ho telef\u00f3nu<\/strong>:<br \/>Po vyto\u010den\u00ed aktiva\u010dn\u00e9ho k\u00f3du zadajte \u010d\u00edslo mobiln\u00e9ho telef\u00f3nu, na ktor\u00e9 sa maj\u00fa hovory presmerova\u0165.<br \/>Stla\u010dte tla\u010didlo hovoru alebo kl\u00e1ves s librou (#) pre potvrdenie.<br \/><strong>Po\u010dkajte na potvrdenie<\/strong>:<br \/>Mali by ste po\u010du\u0165 potvrdzovac\u00ed t\u00f3n alebo spr\u00e1vu, ktor\u00e1 znamen\u00e1, \u017ee presmerovanie hovorov bolo \u00faspe\u0161ne aktivovan\u00e9.<br \/><strong>Otestujte presmerovanie<\/strong>:<br \/>Uskuto\u010dnite sk\u00fa\u0161obn\u00fd hovor na pevn\u00fa linku z in\u00e9ho telef\u00f3nu, aby ste sa uistili, \u017ee je hovor presmerovan\u00fd na v\u00e1\u0161 mobiln\u00fd telef\u00f3n.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong><strong>Ak\u00e9 \u010d\u00edslo vyto\u010d\u00edte na presmerovanie hovorov?<\/strong> <\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u010c\u00edslo, ktor\u00e9 vyto\u010d\u00edte na presmerovanie hovorov, je intern\u00e9 alebo priame telef\u00f3nne \u010d\u00edslo osoby, ktorej hovor chcete presmerova\u0165.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong><strong>Ako zdvorilo prepn\u00fa\u0165 hovor?<\/strong><\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Hovor zdvorilo prep\u00e1jajte tak, \u017ee najprv vysvetl\u00edte d\u00f4vod presmerovania, po\u017eiadate volaj\u00faceho o s\u00fahlas a ozn\u00e1mite mu meno a telef\u00f3nne \u010d\u00edslo osoby, na ktor\u00fa ho presmerujete.<br \/>\nUistite sa, \u017ee s\u00fa informovan\u00ed o pr\u00edpadnom kr\u00e1tkom zdr\u017ean\u00ed po\u010das presmerovania. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1718806955155\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong>\u010co sp\u00f4sobuje preru\u0161enie hovorov po\u010das presunu hovorov?<\/strong> <\/h3>\n<div class=\"rank-math-answer \">\n\n<p>K preru\u0161eniu hovorov po\u010das prenosu m\u00f4\u017ee d\u00f4js\u0165 v d\u00f4sledku technick\u00fdch probl\u00e9mov, ako s\u00fa poruchy siete, nespr\u00e1vne vyto\u010den\u00e9 \u010d\u00edsla alebo softv\u00e9rov\u00e9 chyby v telef\u00f3nnom syst\u00e9me.<br \/>\nOkrem toho, ak je linka prij\u00edmaj\u00facej strany obsaden\u00e1 alebo nedostupn\u00e1, m\u00f4\u017ee to tie\u017e vies\u0165 k preru\u0161eniu hovoru. <\/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 vypl\u00fdva, \u017ee 83 % z\u00e1kazn\u00edkov o\u010dak\u00e1va, \u017ee ich probl\u00e9my bud\u00fa vyrie\u0161en\u00e9 na prv\u00fd pokus. Nie v\u017edy je to&#8230;<\/p>\n","protected":false},"author":29,"featured_media":219789,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[675],"tags":[],"class_list":["post-233246","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-vlastnosti"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/233246","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\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=233246"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/233246\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/219789"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=233246"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=233246"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=233246"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}