Ukwesekwa Kwekhasimende Ukunikezwa Kwangaphandle: Ukuthuthukisa Ukusebenza Nokwaneliseka Kwekhasimende

Ukwesekwa kwamakhasimende kwangaphandle sekuyisinyathelo esinamasu kumabhizinisi amaningi abheke ukuthuthukisa ukusebenza kahle kanye nokwenza ngcono ukwaneliseka kwamakhasimende. Emakethe yanamuhla esheshayo nencintisanayo, izinkampani ziya ngokuya ziphendukela ekuthengiseni abantu ngaphandle njengesixazululo esingabizi kakhulu sokuphatha imibuzo yamakhasimende kanye nezinsizakalo zokusekela. Lesi sihloko sihlola izinzuzo, izinselele, izinqubo ezihamba phambili, namathrendi wesikhathi esizayo wokunikezwa kokusekelwa kwamakhasimende.

Isingeniso Sokusekela Abathengi

Ukwesekwa kwamakhasimende kuhilela ukusebenzisana nabahlinzeki besevisi abavela eceleni ukuphatha imibuzo yamakhasimende, ukusekela kwezobuchwepheshe, kanye nesixazululo senkinga. Lokhu kuvumela amabhizinisi ukuthi agxile emakhonweni awo asemqoka kuyilapho esebenzisa ubuchwepheshe bamaqembu asekelayo akhethekile.

Izinzuzo Zokusekela Kwamakhasimende Kwangaphandle

Ukwesekwa kwamakhasimende kwangaphandle kunikeza izinzuzo ezimbalwa, okuhlanganisa:

• Ukonga izindleko: Ukunikezwa kwemisebenzi yangaphandle kunganciphisa izindleko zokusebenza ezihlobene nokugcina ithimba lokusekela langaphakathi.
• I-Scalability: Abahlinzeki bomsebenzi wangaphandle bangakala izinsiza ngokusekelwe ezidingweni zamakhasimende ezishintshashintshayo.
• Ukwesekwa okungu-24/7: Amaqembu aphuma ngaphandle angahlinzeka ngokusekela ubusuku nemini, athuthukise ukwaneliseka kwamakhasimende.
• Ukufinyelela kulwazi: Ozakwethu bomsebenzi wangaphandle bavame ukuba nolwazi olukhethekile namakhono kubuchwepheshe bokusekelwa kwamakhasimende.
• Gxila emisebenzini eyinhloko: Amabhizinisi angagxila emisebenzini eyinhloko, njengokuthuthukiswa komkhiqizo nokumaketha.

Izinto Okufanele Zicatshangelwe Ngaphambi Kokuhlinzeka Ngemisebenzi Yangaphandle

Ngaphambi kokukhipha ukwesekwa kwamakhasimende, amabhizinisi kufanele acabangele izici ezifana nalezi:

• Ikhwalithi yesevisi: Qinisekisa ukuthi uzakwethu okhiphayo angagcina izinsizakalo zosekelo zekhwalithi ephezulu.
• Iziteshi zokuxhumana: Thola ukuthi yiziphi iziteshi zokuxhumana (ifoni, i-imeyili, ingxoxo ebukhoma) ezibalulekile kumakhasimende akho.
• Ukuvikeleka kwedatha: Hlola izinyathelo zokuphepha zedatha zomhlinzeki womsebenzi ukuze uvikele ulwazi lwekhasimende.
• Ukulingana kwamasiko: Cabangela ukuhlukana kwamasiko okungase kube nomthelela ekuhlanganyeleni kwamakhasimende nokwaneliseka.

Izinhlobo Zokusekela Amakhasimende Outsourcing

Kunezinhlobo ezimbalwa zokuxhaswa kwamakhasimende ngaphandle komsebenzi, okuhlanganisa:

I-Call Center Outsourcing

Ukukhishwa kwesikhungo sezingcingo kubandakanya ukukhipha izinsiza zezingcingo ezingenayo neziphumayo ukuze kusingathwe imibuzo yamakhasimende, ukuthengisa, nokwesekwa.

I-imeyili Support Outsourcing

Ukwesekwa kwe-imeyili ukukhishwa kwemisebenzi kugxile ekuphatheni imibuzo nezinkinga zamakhasimende ngokusebenzisa ukuxhumana nge-imeyili.

I-Live Chat Support Outsourcing

Ukunikezwa kosekelo lwengxoxo ebukhoma kunikeza usizo lwesikhathi sangempela kumakhasimende ngezinkundla zokuxoxa kumawebhusayithi noma izinhlelo zokusebenza zeselula.

Imikhuba Engcono Kakhulu Yokwesekwa Kwamakhasimende Angaphandle

Ukuqinisekisa ukusekelwa okuphumelelayo kwamakhasimende aphuma ngaphandle, amabhizinisi kufanele alandele izinqubo ezihamba phambili ezifana nalezi:

• Ukuqeqeshwa nokugibela: Nikeza ukuqeqeshwa okuphelele emaqenjini akhipha izinkampani ngemikhiqizo, izinsizakalo, kanye nezinqubo zokusekela.
• Ukuqapha ukusebenza: Sebenzisa amamethrikhi nama-KPI ukuze ulinganise ukuphumelela kosekelo oluvela ngaphandle.
• Ukuhlanganiswa okungenazihibe: Hlanganisa izinsiza zosekelo eziphuma ngaphandle ngaphandle komthungo namasistimu angaphakathi ukuze uthole ulwazi oluhlangene lwekhasimende.
• Ukuthuthukiswa okuqhubekayo: Hlola njalo futhi uthuthukise izinqubo zosekelo olunikezwa ngaphandle ngokusekelwe kumpendulo nezibalo.

Izinselelo Zokuhlinzeka Ngosizo Lwekhasimende Kwangaphandle

Ngenkathi ukukhishwa kwemisebenzi kunikeza izinzuzo, kuletha nezinselelo ezifana nalezi:

• Izithiyo zokuxhumana: Ukwehluka kolimi kanye nokuhluka kwamasiko kungaba nomthelela ekuxhumaneni namathimba angaphandle.
• Ukulawula ikhwalithi: Ukuqinisekisa izindinganiso zekhwalithi ezingaguquki kuwo wonke amashaneli aphuma ngaphandle kungaba inselele.
• Ukukhathazeka ngobumfihlo bedatha: Ukuvikela idatha yekhasimende nokuhambisana nemithetho kuwukucatshangelwa okubalulekile.

Ungamkhetha Kanjani Uzakwethu Wokuhwebelana Ofanele

Lapho ukhetha uzakwethu okhiphayo ukuze uthole ukwesekwa kwamakhasimende, cabangela izici ezifana nalezi:

• Okuhlangenwe nakho komkhakha: Khetha umhlinzeki onolwazi embonini yakho kanye nezimfuneko zokwesekwa kwamakhasimende.
• Idumela nezibuyekezo: Cwaninga isithunzi sozakwethu okhiphayo, ubufakazi beklayenti, kanye nezifundo eziyisibonelo.
• Ukuqina nokuvumelana nezimo: Qinisekisa ukuthi umhlinzeki angakwazi ukukala izinsizakalo njengoba ibhizinisi lakho likhula futhi livumelane nezidingo eziguqukayo.
• Amakhono obuchwepheshe: Hlola ingqalasizinda yobuchwepheshe yozakwethu okhipha umsebenzi kanye namandla okusekela.

Ukuhlaziywa Kwezindleko Zokuhlinzeka Ngosizo Lwekhasimende

Izindleko zokukhipha ukusekelwa kwamakhasimende ziyahlukahluka kuye ngezinto ezifana nobubanzi bezinsizakalo, umthamo wezicelo zosekelo, namazinga abahlinzeki. Yenza ukuhlaziywa kwezindleko okuphelele ukuze unqume i-ROI kanye nezinzuzo zesikhathi eside zokukhishwa komsebenzi.

Amathrendi Azayo Ekusetshenzisweni Kwekhasimende Lokusekela

Ikusasa lokuxhaswa kwamakhasimende kwangaphandle lilolongwa amathrendi afana nalawa:

• I-AI kanye ne-automation: Ukuhlanganiswa kwama-chatbots aqhutshwa yi-AI namathuluzi ezishintshayo ukuze kuthuthukiswe ukusebenza kahle kosekelo.
• Ukusekelwa kwe-Omnichannel: Inikeza ukwesekwa okungenamthungo eziteshini eziningi (ifoni, i-imeyili, ingxoxo, inkundla yezokuxhumana).
• Ukuhlaziya idatha: Ukusebenzisa idatha yekhasimende kanye nezibalo ukuze uthole ukwesekwa komuntu siqu kanye nemininingwane eqagelayo.
• Abasizi be-Virtual: Ukusebenzisa abasizi bangempela bezinketho zokuzisiza kanye nezinqumo ezisheshayo.

Isiphetho

Ukwesekwa kwamakhasimende kwangaphandle kunikeza amathuba okuba amabhizinisi enze lula ukusebenza, athuthukise ukuzizwisa kwamakhasimende, futhi aqhubekisele phambili ukonga izindleko. Ngokuhlola ngokucophelela ozakwethu abakhiphayo, ukusebenzisa izinqubo ezihamba phambili, nokwamukela ubuchwepheshe obusafufusa, izinkampani zingafinyelela ukukhula okuzinzile kanye nokwethembeka kwamakhasimende.

Imibuzo Evame Ukubuzwa

1. Ingabe ukwesekwa kwamakhasimende kwangaphandle kulungele amabhizinisi amancane? Yebo, ukwesekwa kwamakhasimende kwangaphandle kungaba yinzuzo kumabhizinisi amancane. Ibavumela ukuthi bafinyelele izinsiza zokusekela ezichwepheshile ngaphandle kwesidingo sethimba elikhulu langaphakathi, ukonga izindleko nokwenza kugxile emisebenzini yebhizinisi ewumongo.
2. Amabhizinisi angakuqinisekisa kanjani ukuphepha kwedatha lapho ekhipha ukwesekwa kwamakhasimende? Amabhizinisi angaqinisekisa ukuvikeleka kwedatha ngokusebenzisana nabahlinzeki bomsebenzi wangaphandle abahloniphekile abanezinyathelo zokuphepha eziqinile ezikhona. Lokhu kufaka phakathi ukubethela kwedatha ebucayi, ukuthobela imithetho yokuvikela idatha, ukuhlolwa okuvamile kokuvikela, nokuqeqeshwa kwamaqembu angaphandle kumaphrothokholi okuphatha idatha.
3. Yimaphi amamethrikhi abalulekile okulinganisa impumelelo yokwesekwa kwamakhasimende angaphandle? Amamethrikhi angukhiye wokulinganisa impumelelo yokwesekwa kwamakhasimende angaphandle ahlanganisa izikolo zokwaneliseka kwekhasimende (CSAT), isikhathi sokuphendula esimaphakathi, izinga lokuxazululwa kwekholi yokuqala, amanani okugcinwa kwamakhasimende, kanye ne-Net Promoter Score (NPS). Lawa mamethrikhi asiza ukuhlola ikhwalithi nokusebenza kwezinsizakalo zosekelo.
4. Ingabe bukhona ubungozi obuhlobene nokukhipha ukwesekwa kwamakhasimende? Yebo, kukhona ubungozi obuhlobene nokukhipha ukwesekwa kwamakhasimende, njengemigoqo yokuxhumana, izinkinga zokulawula ikhwalithi, ukukhathazeka kobumfihlo bedatha, nokuncika kubahlinzeki bezinkampani zangaphandle. Nokho, lezi zingozi zingancishiswa ngokukhetha ngokucophelela abathengisi, imigudu ecacile yokuxhumana, nokuqapha ukusebenza okuvamile.
5. Iyiphi indima edlalwa ukuzwela kwezamasiko ekusekelweni kwamakhasimende angaphandle? Ukuzwela kwezamasiko kubalulekile ekusekelweni kwamakhasimende angaphandle njengoba kuthinta ukusebenzelana kwamakhasimende nokwaneliseka. Amaqembu aphuma ngaphandle kufanele aqeqeshelwe ukuhluka kwamasiko, okuthandwayo kolimi, nokulindelwe ngamakhasimende ukuze alethe ulwazi lomuntu siqu nolunozwela lokusekela kuzo zonke izinhlobo zabantu abahlukahlukene.