{"id":31453,"date":"2026-10-26T13:15:00","date_gmt":"2026-10-26T06:15:00","guid":{"rendered":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/?p=31453"},"modified":"2026-10-26T17:22:29","modified_gmt":"2026-10-26T10:22:29","slug":"kpi-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/goc-ky-nang\/kpi-cham-soc-khach-hang","title":{"rendered":"KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng: CSAT, FCR, AHT v\u00e0 c\u00e1ch \u0111\u1eb7t ch\u1ec9 s\u1ed1 c\u00e2n b\u1eb1ng"},"content":{"rendered":"

M\u1ed9t \u0111\u1ed9i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nghe m\u00e1y nhanh nh\u01b0ng kh\u00e1ch v\u1eabn ph\u1ea3i g\u1ecdi l\u1ea1i. Con s\u1ed1 \u0111\u1eb9p ch\u01b0a ch\u1eafc ph\u1ea3n \u00e1nh tr\u1ea3i nghi\u1ec7m t\u1ed1t. B\u00e0i vi\u1ebft gi\u1ea3i th\u00edch KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> theo b\u1ed1n nh\u00f3m h\u00e0i l\u00f2ng, hi\u1ec7u su\u1ea5t, ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 gi\u1eef ch\u00e2n, k\u00e8m c\u00f4ng th\u1ee9c t\u00ednh, c\u00e1ch gh\u00e9p c\u1eb7p ch\u1ec9 s\u1ed1 v\u00e0 c\u00e1ch nh\u00e2n vi\u00ean d\u00f9ng KPI khi \u0111\u00e1nh gi\u00e1 cu\u1ed1i k\u1ef3.<\/p>\n

\"KPI<\/p>\n

\n

T\u1ed5ng quan nhanh<\/strong><\/p>\n

\u2013 Ch\u1ec9 s\u1ed1 CSKH n\u00ean \u0111\u01b0\u1ee3c chia th\u00e0nh b\u1ed1n nh\u00f3m thay v\u00ec li\u1ec7t k\u00ea r\u1eddi t\u1eebng con s\u1ed1.<\/p>\n

\u2013 AHT v\u00e0 FCR th\u01b0\u1eddng k\u00e9o ng\u01b0\u1ee3c nhau, v\u00ec v\u1eady c\u1ea7n \u0111\u1eb7t ch\u00fang th\u00e0nh m\u1ed9t c\u1eb7p.<\/p>\n

\u2013 M\u1ed7i k\u00eanh hotline, chat, m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 email c\u1ea7n m\u1ee5c ti\u00eau ri\u00eang.<\/p>\n

\u2013 Nh\u00e2n vi\u00ean n\u00ean ph\u00e2n bi\u1ec7t ch\u1ec9 s\u1ed1 m\u00ecnh ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c v\u1edbi ch\u1ec9 s\u1ed1 ph\u1ee5 thu\u1ed9c quy tr\u00ecnh.<\/p>\n

B\u1ed1n \u00fd tr\u00ean \u0111\u01b0\u1ee3c tri\u1ec3n khai l\u1ea7n l\u01b0\u1ee3t, b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c KPI \u0111o g\u00ec \u1edf t\u1eebng c\u1ea5p.<\/p>\n<\/div>\n

Tr\u01b0\u1edbc h\u1ebft, m\u1ed7i c\u1ea5p \u0111\u1ecdc c\u00f9ng m\u1ed9t con s\u1ed1 theo c\u00e1ch kh\u00e1c nhau.<\/p>\n

1. KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111o \u0111i\u1ec1u g\u00ec \u1edf t\u1eebng c\u1ea5p<\/h2>\n

\u0110\u1ecbnh ngh\u0129a chung c\u00f3 trong b\u00e0i KPI l\u00e0 g\u00ec? 5 b\u01b0\u1edbc x\u00e2y d\u1ef1ng KPI hi\u1ec7u qu\u1ea3<\/a>, n\u00ean \u1edf \u0111\u00e2y ch\u1ec9 b\u00e0n v\u1ec1 b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110i\u1ec3m kh\u00e1c c\u1ee7a b\u1ed9 ph\u1eadn n\u00e0y l\u00e0 k\u1ebft qu\u1ea3 n\u1eb1m trong c\u1ea3m nh\u1eadn c\u1ee7a ng\u01b0\u1eddi kh\u00e1c. Cu\u1ed9c g\u1ecdi \u0111\u00fang quy tr\u00ecnh v\u1eabn c\u00f3 th\u1ec3 b\u1ecb ch\u1ea5m th\u1ea5p n\u1ebfu kh\u00e1ch kh\u00f4ng \u01b0ng ch\u00ednh s\u00e1ch \u0111\u1ed5i tr\u1ea3, n\u00ean KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u1ecdc theo ng\u1eef c\u1ea3nh ch\u1ee9 kh\u00f4ng th\u1ec3 \u0111\u1ecdc nh\u01b0 doanh s\u1ed1.<\/p>\n

Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (Customer Service Representative) quan t\u00e2m ch\u1ea5t l\u01b0\u1ee3ng t\u1eebng cu\u1ed9c g\u1ecdi, tin nh\u1eafn v\u00e0 ticket. Tr\u01b0\u1edfng nh\u00f3m (Team Leader) theo d\u00f5i n\u0103ng su\u1ea5t c\u1ea3 ca v\u00e0 \u0111i\u1ec3m ch\u1ea5t l\u01b0\u1ee3ng trung b\u00ecnh. Tr\u01b0\u1edfng b\u1ed9 ph\u1eadn (Customer Service Manager) nh\u00ecn m\u1ee9c h\u00e0i l\u00f2ng, t\u1ef7 l\u1ec7 kh\u00e1ch r\u1eddi b\u1ecf v\u00e0 chi ph\u00ed ph\u1ee5c v\u1ee5 m\u1ed7i kh\u00e1ch.<\/p>\n

2. B\u1ed1n nh\u00f3m ch\u1ec9 s\u1ed1 v\u00e0 c\u00f4ng th\u1ee9c t\u00ednh<\/h2>\n

Zendesk, Freshdesk hay Salesforce Service Cloud c\u00f3 s\u1eb5n b\u00e1o c\u00e1o cho ph\u1ea7n l\u1edbn ch\u1ec9 s\u1ed1 sau. N\u1ebfu h\u01b0\u1edbng t\u1edbi v\u1ecb tr\u00ed tr\u01b0\u1edfng nh\u00f3m, b\u1ea1n c\u00f3 th\u1ec3 xem c\u00e1c tin trong m\u1ee5c vi\u1ec7c l\u00e0m t\u01b0 v\u1ea5n – ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a> tr\u00ean CareerLink, v\u00ec theo d\u00f5i CSAT, FCR v\u00e0 SLA th\u01b0\u1eddng n\u1eb1m trong m\u00f4 t\u1ea3 c\u00f4ng vi\u1ec7c c\u1ee7a v\u1ecb tr\u00ed n\u00e0y. B\u1ea3ng d\u01b0\u1edbi s\u1eafp ch\u1ec9 s\u1ed1 theo b\u1ed1n nh\u00f3m.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
Ch\u1ec9 s\u1ed1<\/th>\nC\u00f4ng th\u1ee9c t\u00ednh<\/th>\n\u00dd ngh\u0129a<\/th>\nL\u01b0u \u00fd khi \u0111\u1eb7t m\u1ee5c ti\u00eau<\/th>\n<\/tr>\n
CSAT (Customer Satisfaction Score)<\/td>\nPh\u1ea3n h\u1ed3i h\u00e0i l\u00f2ng \u00f7 t\u1ed5ng ph\u1ea3n h\u1ed3i \u00d7 100<\/td>\nH\u00e0i l\u00f2ng sau m\u1ed9t l\u1ea7n h\u1ed7 tr\u1ee3<\/td>\n\u00cdt ph\u1ea3n h\u1ed3i th\u00ec s\u1ed1 li\u1ec7u d\u1ec5 l\u1ec7ch<\/td>\n<\/tr>\n
NPS (Net Promoter Score)<\/td>\n% ch\u1ea5m 9\u201310 tr\u1eeb % ch\u1ea5m 0\u20136<\/td>\nS\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u<\/td>\nPh\u1ea3n \u00e1nh c\u1ea3 s\u1ea3n ph\u1ea9m<\/td>\n<\/tr>\n
CES (Customer Effort Score)<\/td>\n\u0110i\u1ec3m trung b\u00ecnh c\u00e2u \u201cGi\u1ea3i quy\u1ebft d\u1ec5 hay kh\u00f3?\u201d<\/td>\nC\u00f4ng s\u1ee9c kh\u00e1ch b\u1ecf ra<\/td>\nH\u1eefu \u00edch khi \u0111\u00e1nh gi\u00e1 k\u00eanh t\u1ef1 ph\u1ee5c v\u1ee5<\/td>\n<\/tr>\n
FCR (First Contact Resolution)<\/td>\nY\u00eau c\u1ea7u xong ngay l\u1ea7n \u0111\u1ea7u \u00f7 t\u1ed5ng y\u00eau c\u1ea7u \u00d7 100<\/td>\nKh\u1ea3 n\u0103ng x\u1eed l\u00fd d\u1ee9t \u0111i\u1ec3m<\/td>\nQuy \u0111\u1ecbnh r\u00f5 bao l\u00e2u th\u00ec t\u00ednh l\u00e0 \u201cg\u1ecdi l\u1ea1i\u201d<\/td>\n<\/tr>\n
AHT (Average Handle Time)<\/td>\n(N\u00f3i + gi\u1eef m\u00e1y + x\u1eed l\u00fd sau cu\u1ed9c g\u1ecdi) \u00f7 s\u1ed1 cu\u1ed9c<\/td>\nTh\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh<\/td>\nPh\u1ea3i \u0111i k\u00e8m FCR<\/td>\n<\/tr>\n
FRT (First Response Time)<\/td>\nT\u1ed5ng th\u1eddi gian ch\u1edd ph\u1ea3n h\u1ed3i \u0111\u1ea7u \u00f7 s\u1ed1 y\u00eau c\u1ea7u<\/td>\nT\u1ed1c \u0111\u1ed9 ti\u1ebfp nh\u1eadn<\/td>\nDoanh nghi\u1ec7p t\u1ef1 \u0111\u1eb7t theo k\u00eanh<\/td>\n<\/tr>\n
Tu\u00e2n th\u1ee7 SLA<\/td>\nY\u00eau c\u1ea7u x\u1eed l\u00fd trong h\u1ea1n \u00f7 t\u1ed5ng y\u00eau c\u1ea7u \u00d7 100<\/td>\nM\u1ee9c gi\u1eef l\u1eddi v\u1edbi kh\u00e1ch<\/td>\nSLA ph\u1ea3i kh\u1ea3 thi v\u1edbi s\u1ed1 nh\u00e2n s\u1ef1<\/td>\n<\/tr>\n
\u0110i\u1ec3m QA<\/td>\n\u0110i\u1ec3m trung b\u00ecnh phi\u1ebfu ch\u1ea5m cu\u1ed9c g\u1ecdi, \u0111o\u1ea1n chat<\/td>\nCh\u1ea5t l\u01b0\u1ee3ng giao ti\u1ebfp, tu\u00e2n th\u1ee7 quy tr\u00ecnh<\/td>\nTi\u00eau ch\u00ed ch\u1ea5m c\u1ea7n c\u00f4ng khai<\/td>\n<\/tr>\n
Khi\u1ebfu n\u1ea1i l\u1eb7p l\u1ea1i<\/td>\nKhi\u1ebfu n\u1ea1i c\u00f9ng v\u1ea5n \u0111\u1ec1 quay l\u1ea1i \u00f7 t\u1ed5ng khi\u1ebfu n\u1ea1i \u00d7 100<\/td>\nV\u1ea5n \u0111\u1ec1 ch\u01b0a x\u1eed l\u00fd t\u1eadn g\u1ed1c<\/td>\nPh\u1ee5 thu\u1ed9c s\u1ea3n ph\u1ea9m, ph\u1ed1i h\u1ee3p li\u00ean ph\u00f2ng<\/td>\n<\/tr>\n<\/table>\n

M\u1ee9c m\u1ee5c ti\u00eau do doanh nghi\u1ec7p t\u1ef1 \u0111\u1eb7t theo d\u1eef li\u1ec7u l\u1ecbch s\u1eed, k\u00eanh v\u00e0 ng\u00e0nh h\u00e0ng.<\/p>\n

Nh\u00f3m h\u00e0i l\u00f2ng: CSAT, NPS v\u00e0 CES<\/h3>\n

Ba ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u1ebfn t\u1eeb kh\u1ea3o s\u00e1t. NPS do Fred Reichheld c\u00f9ng Bain & Company ph\u00e1t tri\u1ec3n \u0111\u1ec3 \u0111o l\u00f2ng trung th\u00e0nh, c\u00f2n CES \u0111o s\u1ef1 thu\u1eadn ti\u1ec7n.<\/p>\n

Nh\u00f3m hi\u1ec7u su\u1ea5t: FCR, AHT, FRT, SLA, th\u1eddi gian gi\u1ea3i quy\u1ebft v\u00e0 backlog<\/h3>\n

Tr\u01b0\u1edfng nh\u00f3m c\u00f2n xem th\u1eddi gian gi\u1ea3i quy\u1ebft trung b\u00ecnh (Average Resolution Time): t\u1ed5ng th\u1eddi gian t\u1eeb l\u00fac y\u00eau c\u1ea7u \u0111\u01b0\u1ee3c t\u1ea1o \u0111\u1ebfn l\u00fac \u0111\u00f3ng, chia cho s\u1ed1 y\u00eau c\u1ea7u \u0111\u00e3 gi\u1ea3i quy\u1ebft. Kh\u00e1c AHT, ch\u1ec9 s\u1ed1 n\u00e0y t\u00ednh c\u1ea3 l\u00fac ch\u1edd ph\u00f2ng ban kh\u00e1c, n\u00ean c\u1ea7n ch\u1ed1t t\u00ednh theo gi\u1edd l\u00e0m vi\u1ec7c hay gi\u1edd l\u1ecbch. Backlog ticket (y\u00eau c\u1ea7u t\u1ed3n \u0111\u1ecdng cu\u1ed1i ca) t\u0103ng li\u00ean t\u1ee5c b\u00e1o hi\u1ec7u thi\u1ebfu ng\u01b0\u1eddi ho\u1eb7c kh\u00e2u chuy\u1ec3n c\u1ea5p b\u1ecb ngh\u1ebdn.<\/p>\n

Nh\u00f3m ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 gi\u1eef ch\u00e2n<\/h3>\n

\u0110i\u1ec3m QA, t\u1ef7 l\u1ec7 kh\u00e1ch r\u1eddi b\u1ecf (churn) v\u00e0 khi\u1ebfu n\u1ea1i l\u1eb7p l\u1ea1i cho bi\u1ebft \u0111\u1ed9i c\u00f3 gi\u1eef \u0111\u01b0\u1ee3c kh\u00e1ch kh\u00f4ng. Churn th\u01b0\u1eddng \u0111o \u1edf c\u1ea5p b\u1ed9 ph\u1eadn v\u00ec ph\u1ee5 thu\u1ed9c gi\u00e1 v\u00e0 s\u1ea3n ph\u1ea9m.<\/p>\n

3. V\u00ec sao AHT v\u00e0 FCR k\u00e9o ng\u01b0\u1ee3c nhau<\/h2>\n

Khi b\u1ecb \u00e9p AHT th\u1eadt th\u1ea5p, nh\u00e2n vi\u00ean d\u1ec5 k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi s\u1edbm, h\u1eb9n g\u1ecdi l\u1ea1i ho\u1eb7c chuy\u1ec3n m\u00e1y thay v\u00ec x\u1eed l\u00fd tr\u1ecdn v\u1eb9n. AHT gi\u1ea3m, nh\u01b0ng kh\u00e1ch ph\u1ea3i li\u00ean h\u1ec7 l\u1ea7n n\u1eefa n\u00ean FCR gi\u1ea3m, b\u00e1o c\u00e1o \u0111\u1eb9p h\u01a1n trong khi chi ph\u00ed th\u1ef1c cao h\u01a1n. C\u00e1ch x\u1eed l\u00fd l\u00e0 gh\u00e9p c\u1eb7p ch\u1ec9 s\u1ed1 thay v\u00ec \u0111\u1eb7t m\u1ee5c ti\u00eau r\u1eddi, ch\u1eb3ng h\u1ea1n:<\/p>\n

\u2013 AHT n\u00ean \u0111\u1ecdc c\u00f9ng FCR \u0111\u1ec3 th\u1ea5y t\u1ed1c \u0111\u1ed9 c\u00f3 \u0111\u00e1nh \u0111\u1ed5i ch\u1ea5t l\u01b0\u1ee3ng kh\u00f4ng.<\/p>\n

\u2013 FRT n\u00ean \u0111i c\u00f9ng CSAT, v\u00ec ph\u1ea3n h\u1ed3i nhanh m\u00e0 qua loa v\u1eabn l\u00e0m kh\u00e1ch ph\u1eadt \u00fd.<\/p>\n

\u2013 S\u1ed1 ticket \u0111\u00e3 \u0111\u00f3ng n\u00ean \u0111\u1ed1i chi\u1ebfu v\u1edbi t\u1ef7 l\u1ec7 ticket b\u1ecb m\u1edf l\u1ea1i sau \u0111\u00f3.<\/p>\n

\u2013 T\u1ef7 l\u1ec7 tu\u00e2n th\u1ee7 SLA n\u00ean \u0111\u1eb7t c\u1ea1nh \u0111i\u1ec3m QA \u0111\u1ec3 tr\u00e1nh tr\u1ea3 l\u1eddi \u0111\u00fang h\u1ea1n nh\u01b0ng sai n\u1ed9i dung.<\/p>\n

Nh\u00ecn theo c\u1eb7p, tr\u01b0\u1edfng nh\u00f3m s\u1edbm nh\u1eadn ra ai \u0111ang \u201c\u0111u\u1ed5i theo con s\u1ed1\u201d: AHT r\u1ea5t th\u1ea5p k\u00e8m FCR th\u1ea5p l\u00e0 d\u1ea5u hi\u1ec7u c\u1ea7n k\u00e8m c\u1eb7p, kh\u00f4ng ph\u1ea3i \u0111\u1ec3 khen.<\/p>\n

\n

M\u1ed9t cu\u1ed9c g\u1ecdi ng\u1eafn m\u00e0 kh\u00e1ch ph\u1ea3i g\u1ecdi l\u1ea1i th\u00ec kh\u00f4ng h\u1ec1 ti\u1ebft ki\u1ec7m, n\u00f3 ch\u1ec9 \u0111\u1ea9y chi ph\u00ed sang l\u1ea7n li\u00ean h\u1ec7 sau.<\/em><\/p>\n<\/blockquote>\n

\n

L\u01b0u \u00fd khi ch\u1ea5m KPI CSKH<\/strong><\/p>\n

\u2013 Doanh nghi\u1ec7p kh\u00f4ng n\u00ean g\u1eafn th\u01b0\u1edfng ph\u1ea1t ch\u1ec9 v\u00e0o m\u1ed9t ch\u1ec9 s\u1ed1 t\u1ed1c \u0111\u1ed9.<\/p>\n

\u2013 Tr\u01b0\u1edfng nh\u00f3m n\u00ean lo\u1ea1i cu\u1ed9c g\u1ecdi b\u1ea5t th\u01b0\u1eddng do s\u1ef1 c\u1ed1 h\u1ec7 th\u1ed1ng kh\u1ecfi d\u1eef li\u1ec7u.<\/p>\n

\u2013 Phi\u1ebfu ch\u1ea5m QA c\u1ea7n \u0111\u01b0\u1ee3c hi\u1ec7u ch\u1ec9nh \u0111\u1ecbnh k\u1ef3 gi\u1eefa nh\u1eefng ng\u01b0\u1eddi ch\u1ea5m.<\/p>\n

Ba l\u01b0u \u00fd n\u00e0y gi\u00fap KPI ph\u1ea3n \u00e1nh n\u0103ng l\u1ef1c thay v\u00ec may r\u1ee7i ca tr\u1ef1c.<\/p>\n<\/div>\n

N\u1ebfu AHT \u0111ang l\u00e0 ti\u00eau ch\u00ed th\u01b0\u1edfng ch\u00ednh, n\u00ean chuy\u1ec3n d\u1ea7n sang ch\u1ec9 s\u1ed1 gh\u00e9p c\u1eb7p.<\/p>\n

4. \u0110\u1eb7t KPI theo k\u00eanh, ph\u00e2n b\u1ed5 tr\u1ecdng s\u1ed1 v\u00e0 t\u00ednh \u0111i\u1ec3m<\/h2>\n

Nguy\u00ean t\u1eafc SMART (Specific, Measurable, Achievable, Relevant, Time-bound) \u00e1p d\u1ee5ng t\u1ed1t khi \u0111\u1eb7t KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, v\u1edbi \u0111i\u1ec1u ki\u1ec7n t\u00e1ch ri\u00eang t\u1eebng k\u00eanh, v\u00ec g\u1ed9p chung FRT s\u1ebd che m\u1ea5t k\u00eanh \u0111ang y\u1ebfu. M\u1ed9t m\u1ee5c ti\u00eau SMART c\u00f3 th\u1ec3 l\u00e0: \u201cT\u0103ng FCR k\u00eanh hotline th\u00eam v\u00e0i \u0111i\u1ec3m ph\u1ea7n tr\u0103m trong qu\u00fd t\u1edbi, gi\u1eef CSAT kh\u00f4ng gi\u1ea3m\u201d.<\/p>\n

Hotline theo d\u00f5i t\u1ef7 l\u1ec7 cu\u1ed9c g\u1ecdi nh\u1ee1 v\u00e0 AHT. Chat x\u1eed l\u00fd song song n\u00ean c\u00f3 th\u00eam s\u1ed1 cu\u1ed9c chat \u0111\u1ed3ng th\u1eddi. Facebook hay Zalo OA c\u1ea7n \u0111o th\u1eddi gian ph\u1ea3n h\u1ed3i b\u00ecnh lu\u1eadn c\u00f4ng khai. Email h\u1ee3p v\u1edbi v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p, n\u00ean FCR v\u00e0 SLA quan tr\u1ecdng h\u01a1n t\u1ed1c \u0111\u1ed9.<\/p>\n

M\u1eabu b\u1ea3ng KPI th\u00e1ng v\u00e0 c\u00e1ch t\u00ednh \u0111i\u1ec3m theo tr\u1ecdng s\u1ed1<\/h3>\n

B\u1ea3ng KPI th\u00e1ng c\u1ee7a nh\u00e2n vi\u00ean CSKH th\u01b0\u1eddng c\u00f3 n\u0103m \u0111\u1ebfn s\u00e1u ch\u1ec9 s\u1ed1, m\u1ed7i d\u00f2ng ghi tr\u1ecdng s\u1ed1, m\u1ee5c ti\u00eau, k\u1ebft qu\u1ea3, \u0111i\u1ec3m. Tr\u1ecdng s\u1ed1 c\u1ed9ng l\u1ea1i th\u00e0nh t\u1ed5ng 100 \u0111i\u1ec3m, ph\u1ea7n l\u1edbn n\u00ean d\u1ed3n v\u00e0o ch\u1ec9 s\u1ed1 nh\u00e2n vi\u00ean ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c nh\u01b0 QA, FCR, FRT. \u0110i\u1ec3m m\u1ed7i d\u00f2ng b\u1eb1ng t\u1ef7 l\u1ec7 ho\u00e0n th\u00e0nh nh\u00e2n tr\u1ecdng s\u1ed1; v\u1edbi ch\u1ec9 s\u1ed1 c\u00e0ng th\u1ea5p c\u00e0ng t\u1ed1t nh\u01b0 FRT, t\u1ef7 l\u1ec7 ho\u00e0n th\u00e0nh l\u00e0 m\u1ee5c ti\u00eau chia th\u1ef1c t\u1ebf. C\u00f3 th\u1ec3 \u0111\u1eb7t tr\u1ea7n, ch\u1eb3ng h\u1ea1n 120% m\u1ed7i d\u00f2ng, \u0111\u1ec3 m\u1ed9t d\u00f2ng v\u01b0\u1ee3t xa kh\u00f4ng che d\u00f2ng y\u1ebfu.<\/p>\n\n\n\n\n\n\n\n
Ch\u1ec9 s\u1ed1 (v\u00ed d\u1ee5 gi\u1ea3 \u0111\u1ecbnh)<\/th>\nTr\u1ecdng s\u1ed1<\/th>\nM\u1ee5c ti\u00eau<\/th>\nTh\u1ef1c t\u1ebf<\/th>\n\u0110i\u1ec3m<\/th>\n<\/tr>\n
\u0110i\u1ec3m QA<\/td>\n30%<\/td>\n85 \u0111i\u1ec3m<\/td>\n88 \u0111i\u1ec3m<\/td>\n31,1<\/td>\n<\/tr>\n
FCR<\/td>\n25%<\/td>\n75%<\/td>\n72%<\/td>\n24,0<\/td>\n<\/tr>\n
FRT k\u00eanh chat<\/td>\n15%<\/td>\n60 gi\u00e2y<\/td>\n75 gi\u00e2y<\/td>\n12,0<\/td>\n<\/tr>\n
Tu\u00e2n th\u1ee7 SLA<\/td>\n15%<\/td>\n95%<\/td>\n95%<\/td>\n15,0<\/td>\n<\/tr>\n
CSAT<\/td>\n15%<\/td>\n90%<\/td>\n86%<\/td>\n14,3<\/td>\n<\/tr>\n<\/table>\n

T\u1ed5ng 96,4 \u0111i\u1ec3m cho th\u1ea5y nh\u00e2n vi\u00ean g\u1ea7n \u0111\u1ea1t m\u1ee5c ti\u00eau, c\u00f2n d\u00f2ng FRT \u0111\u1ea1t 80% l\u00e0 \u0111i\u1ec3m c\u1ea7n trao \u0111\u1ed5i. C\u00e1c m\u1ee9c tr\u00ean ch\u1ec9 minh h\u1ecda c\u00e1ch t\u00ednh.<\/p>\n

\"KPI<\/p>\n

5. Ch\u1ec9 s\u1ed1 n\u00e0o nh\u00e2n vi\u00ean ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c khi \u0111\u00e1nh gi\u00e1 cu\u1ed1i k\u1ef3<\/h2>\n

V\u1edbi nh\u00e2n vi\u00ean, b\u1ed9 ch\u1ec9 ti\u00eau CSKH l\u00e0 c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u00e1nh gi\u00e1 trong bu\u1ed5i review cu\u1ed1i k\u1ef3. \u0110i\u1ec3m QA, FRT v\u00e0 m\u1ee9c tu\u00e2n th\u1ee7 k\u1ecbch b\u1ea3n l\u00e0 ph\u1ea7n nh\u00e2n vi\u00ean ki\u1ec3m so\u00e1t g\u1ea7n nh\u01b0 tr\u1ecdn v\u1eb9n. Ng\u01b0\u1ee3c l\u1ea1i, CSAT, khi\u1ebfu n\u1ea1i l\u1eb7p l\u1ea1i v\u00e0 churn ph\u1ee5 thu\u1ed9c nhi\u1ec1u v\u00e0o ch\u00ednh s\u00e1ch, ch\u1ea5t l\u01b0\u1ee3ng h\u00e0ng h\u00f3a v\u00e0 ph\u1ed1i h\u1ee3p v\u1edbi k\u1ef9 thu\u1eadt hay kho v\u1eadn. Khi nh\u00f3m n\u00e0y \u0111i xu\u1ed1ng, nh\u00e2n vi\u00ean c\u00f3 c\u01a1 s\u1edf \u0111\u1ec1 ngh\u1ecb xem nguy\u00ean nh\u00e2n g\u1ed1c, ch\u1eb3ng h\u1ea1n CSAT gi\u1ea3m trong th\u00e1ng giao h\u00e0ng tr\u1ec5 h\u00e0ng lo\u1ea1t.<\/p>\n

\n

L\u1eddi khuy\u00ean cho nh\u00e2n vi\u00ean CSKH<\/strong><\/p>\n

\u2013 B\u1ea1n n\u00ean ghi l\u1ea1i c\u00e1c ca kh\u00f3 v\u00e0 c\u00e1ch x\u1eed l\u00fd \u0111\u1ec3 l\u00e0m d\u1eabn ch\u1ee9ng.<\/p>\n

\u2013 B\u1ea1n h\u00e3y h\u1ecfi r\u00f5 c\u00f4ng th\u1ee9c v\u00e0 tr\u1ecdng s\u1ed1 t\u1eebng ch\u1ec9 s\u1ed1 ngay t\u1eeb \u0111\u1ea7u k\u1ef3.<\/p>\n

\u2013 B\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ec1 xu\u1ea5t s\u1eeda k\u1ecbch b\u1ea3n khi m\u1ed9t khi\u1ebfu n\u1ea1i l\u1eb7p l\u1ea1i nhi\u1ec1u l\u1ea7n.<\/p>\n

Ba th\u00f3i quen n\u00e0y gi\u00fap b\u1ea1n trao \u0111\u1ed5i k\u1ebft qu\u1ea3 b\u1eb1ng d\u1eef li\u1ec7u.<\/p>\n<\/div>\n

\u0110\u1ecdc ch\u1ec9 s\u1ed1 theo c\u00e1ch n\u00e0y c\u0169ng gi\u00fap b\u1ea1n t\u1ef1 tin h\u01a1n khi ph\u1ecfng v\u1ea5n v\u1ecb tr\u00ed tr\u01b0\u1edfng nh\u00f3m.<\/p>\n

6. C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p<\/h2>\n

1. Nh\u00e2n vi\u00ean CSKH m\u1edbi n\u00ean \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 b\u1eb1ng ch\u1ec9 s\u1ed1 n\u00e0o?<\/em><\/strong> N\u00ean \u01b0u ti\u00ean \u0111i\u1ec3m QA v\u00e0 tu\u00e2n th\u1ee7 quy tr\u00ecnh trong v\u00e0i th\u00e1ng \u0111\u1ea7u, sau \u0111\u00f3 m\u1edbi th\u00eam FCR v\u00e0 AHT.<\/p>\n

2. CSAT v\u00e0 NPS kh\u00e1c nhau th\u1ebf n\u00e0o?<\/em><\/strong> CSAT \u0111o h\u00e0i l\u00f2ng sau m\u1ed9t l\u1ea7n h\u1ed7 tr\u1ee3, NPS \u0111o m\u1ee9c s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u d\u00e0i h\u1ea1n.<\/p>\n

3. C\u00f3 m\u1ee9c KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chu\u1ea9n chung kh\u00f4ng?<\/em><\/strong> Kh\u00f4ng c\u00f3 m\u1ee9c chung, m\u1ed7i doanh nghi\u1ec7p t\u1ef1 \u0111\u1eb7t theo k\u00eanh, ng\u00e0nh h\u00e0ng v\u00e0 d\u1eef li\u1ec7u l\u1ecbch s\u1eed.<\/p>\n

B\u1ed9 ch\u1ec9 s\u1ed1 t\u1ed1t gi\u00fap \u0111\u1ed9i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng bi\u1ebft m\u00ecnh \u0111ang l\u00e0m \u0111\u00fang hay ch\u1ec9 \u0111ang l\u00e0m nhanh. Khi x\u00e2y d\u1ef1ng KPI ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong>, h\u00e3y chia ch\u1ec9 s\u1ed1 th\u00e0nh b\u1ed1n nh\u00f3m, gh\u00e9p AHT v\u1edbi FCR v\u00e0 FRT v\u1edbi CSAT, t\u00e1ch m\u1ee5c ti\u00eau theo k\u00eanh, ph\u00e2n bi\u1ec7t ph\u1ea7n nh\u00e2n vi\u00ean ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c. H\u00e3y r\u00e0 l\u1ea1i b\u1ea3ng ch\u1ec9 s\u1ed1 c\u1ee7a \u0111\u1ed9i b\u1ea1n trong tu\u1ea7n n\u00e0y v\u00e0 \u0111\u00e1nh d\u1ea5u ch\u1ec9 s\u1ed1 \u0111ang \u0111\u1eb7t ri\u00eang l\u1ebb.<\/p>\n

B\u00e0i vi\u1ebft mang t\u00ednh tham kh\u1ea3o; c\u00f4ng th\u1ee9c v\u00e0 m\u1ee5c ti\u00eau KPI th\u1ef1c t\u1ebf t\u00f9y thu\u1ed9c quy ch\u1ebf \u0111\u00e1nh gi\u00e1, k\u00eanh ph\u1ee5c v\u1ee5 v\u00e0 \u0111\u1eb7c th\u00f9 ng\u00e0nh h\u00e0ng c\u1ee7a t\u1eebng doanh nghi\u1ec7p.<\/em><\/p>\n

Minh An<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

M\u1ed9t \u0111\u1ed9i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nghe m\u00e1y nhanh nh\u01b0ng kh\u00e1ch v\u1eabn ph\u1ea3i g\u1ecdi l\u1ea1i. Con s\u1ed1 \u0111\u1eb9p ch\u01b0a ch\u1eafc ph\u1ea3n \u00e1nh tr\u1ea3i …<\/p>\n","protected":false},"author":58,"featured_media":31433,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"class_list":["post-31453","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-goc-ky-nang"],"_links":{"self":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/31453","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/comments?post=31453"}],"version-history":[{"count":1,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/31453\/revisions"}],"predecessor-version":[{"id":31454,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/31453\/revisions\/31454"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media\/31433"}],"wp:attachment":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media?parent=31453"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/categories?post=31453"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/tags?post=31453"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}