T\u1ea5t c\u1ea3.<\/li>\r\n\r\n\r\n\r\n

Basic.<\/li>\r\n\r\n\r\n\r\n

Bronze.<\/li>\r\n\r\n\r\n\r\n

Silver.<\/li>\r\n\r\n\r\n\r\n

Gold.<\/li>\r\n<\/ul>\r\n<\/li>\r\n\r\n\r\n\r\n

Lo\u1ea1i h\u1ed7 tr\u1ee3, Lo\u1ea1i l\u00fd do, Nguy\u00ean nh\u00e2n, Ngu\u1ed3n \u0111\u00e1nh gi\u00e1 v\u00e0 \u0110\u00e1nh gi\u00e1: c\u00f3 th\u1ec3 b\u1ecf tr\u1ed1ng, h\u1ec7 th\u1ed1ng s\u1ebd m\u1eb7c \u0111\u1ecbnh l\u00e0 T\u1ea5t c\u1ea3<\/strong>.<\/li>\r\n\r\n\r\n\r\n

Lo\u1ea1i y\u00eau c\u1ea7u: c\u00f3 th\u1ec3 b\u1ecf tr\u1ed1ng.<\/li>\r\n<\/ul>\r\n<\/li>\r\n\r\n\r\n\r\n

Sau \u0111\u00f3 nh\u1ea5n \u00c1p d\u1ee5ng<\/strong>.<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
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H\u1ec7 th\u1ed1ng s\u1ebd l\u1ea5y l\u00ean b\u00e1o c\u00e1o v\u00e0 hi\u1ec3n th\u1ecb tr\u00ean m\u00e0n h\u00ecnh.<\/li>\r\n\r\n\r\n\r\n
\u00dd ngh\u0129a c\u00e1c ch\u1ec9 s\u1ed1 tr\u00ean b\u00e1o c\u00e1o nh\u01b0 sau:<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n
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FCR (First Contact Resolution)<\/strong>: \u0111o t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft tri\u1ec7t \u0111\u1ec3 y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng ngay t\u1eeb l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean \u2013 kh\u00f4ng c\u1ea7n l\u1eb7p l\u1ea1i ho\u1eb7c nh\u1edd nh\u00e2n vi\u00ean kh\u00e1c. Ch\u1ec9 s\u1ed1 n\u00e0y ph\u1ea3n \u00e1nh tr\u1ef1c ti\u1ebfp n\u0103ng l\u1ef1c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3.\r\n
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FCR = C\u00e1c Ticket x\u1eed l\u00fd ngay l\u1ea7n \u0111\u1ea7u \/ T\u1ed5ng Ticket (%)<\/strong><\/li>\r\n<\/ul>\r\n<\/li>\r\n\r\n\r\n\r\n
FRT (First Response Time)<\/strong>: \u0111o kho\u1ea3ng th\u1eddi gian t\u1eeb l\u00fac kh\u00e1ch h\u00e0ng g\u1eedi y\u00eau c\u1ea7u t\u1edbi khi nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean t\u1eeb h\u1ec7 th\u1ed1ng (chatbot ho\u1eb7c nh\u00e2n vi\u00ean). \u0110\u00e2y l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn c\u1ea3m nh\u1eadn ban \u0111\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.\r\n
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FRT Bot = Tin nh\u1eafn \u0111\u1ea7u c\u1ee7a Bot – Th\u1eddi gian start chat c\u1ee7a phi\u00ean chat<\/strong><\/li>\r\n\r\n\r\n\r\n
FRT Nh\u00e2n vi\u00ean = Tin nh\u1eafn \u0111\u1ea7u c\u1ee7a nh\u00e2n vi\u00ean – Th\u1eddi gian Bot chuy\u1ec3n Chat v\u1ec1 Group nh\u00e2n vi\u00ean<\/strong><\/li>\r\n<\/ul>\r\n<\/li>\r\n\r\n\r\n\r\n
Churn Rate (T\u1ef7 l\u1ec7 r\u1eddi b\u1ecf)<\/strong>: ph\u1ea3n \u00e1nh \u201cs\u1ee9c kh\u1ecfe\u201d d\u00e0i h\u1ea1n v\u00e0 s\u1ee9c h\u1ea5p d\u1eabn c\u1ee7a s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 MISA. \u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 t\u1ed5ng h\u1ee3p k\u1ebft qu\u1ea3 c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c tr\u1ea3i nghi\u1ec7m m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u00e3 c\u00f3 v\u1edbi c\u00f4ng ty.\r\n
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Churn Rate (%) = (S\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf trong k\u1ef3 \/ T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u1ea7u k\u1ef3) \u00d7 100%<\/strong><\/li>\r\n<\/ul>\r\n<\/li>\r\n\r\n\r\n\r\n
CSAT<\/strong>: Ph\u1ea3n \u00e1nh tr\u1ef1c ti\u1ebfp c\u1ea3m nh\u1eadn th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 v\u00e0 th\u00e1i \u0111\u1ed9 c\u1ee7a nh\u00e2n vi\u00ean. Ch\u1ec9 s\u1ed1 n\u00e0y cho bi\u1ebft li\u1ec7u d\u1ecbch v\u1ee5 c\u00f3 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng v\u00e0 l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng ngay t\u1ea1i th\u1eddi \u0111i\u1ec3m h\u1ed7 tr\u1ee3 hay kh\u00f4ng.\r\n
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CSAT = T\u1ed5ng l\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 h\u00e0i l\u00f2ng (4,5 sao) \/ T\u1ed5ng l\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 (%)<\/strong>\r\n
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CSAT Bot<\/strong> = L\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 h\u00e0i l\u00f2ng (4,5 sao) c\u1ee7a Bot\/T\u1ed5ng l\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 c\u1ee7a Bot<\/strong><\/li>\r\n\r\n\r\n\r\n
CSAT nh\u00e2n vi\u00ean =<\/strong> L\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 h\u00e0i l\u00f2ng (4,5 sao) c\u1ee7a nh\u00e2n vi\u00ean\/T\u1ed5ng l\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 c\u1ee7a nh\u00e2n vi\u00ean<\/strong>\r\n
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CSAT X\u1eed l\u00fd = L\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 h\u00e0i l\u00f2ng (4,5 sao) c\u1ee7a c\u00e1c Ticket x\u1eed l\u00fd \/ T\u1ed5ng l\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 x\u1eed l\u00fd<\/strong><\/li>\r\n\r\n\r\n\r\n
CSAT Ti\u1ebfp nh\u1eadn =<\/strong> L\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 h\u00e0i l\u00f2ng (4,5 sao) c\u1ee7a c\u00e1c Ticket ti\u1ebfp nh\u1eadn \/ T\u1ed5ng l\u01b0\u1ee3t \u0111\u00e1nh gi\u00e1 ti\u1ebfp nh\u1eadn<\/strong><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<\/li>\r\n\r\n\r\n\r\n
SLA (Service Level Agreement)<\/strong>: Ch\u1ec9 s\u1ed1 n\u00e0y ph\u1ea3n \u00e1nh t\u00ednh chuy\u00ean nghi\u1ec7p, s\u1ef1 \u0111\u00e1ng tin c\u1eady v\u00e0 uy t\u00edn c\u1ee7a MISA. N\u00f3 cho th\u1ea5y b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 c\u00f3 th\u1ef1c hi\u1ec7n \u0111\u00fang \u201cl\u1eddi h\u1ee9a\u201d v\u1edbi kh\u00e1ch h\u00e0ng hay kh\u00f4ng, m\u1ed9t y\u1ebfu t\u1ed1 s\u1ed1ng c\u00f2n trong vi\u1ec7c x\u00e2y d\u1ef1ng ni\u1ec1m tin.\r\n
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C\u00f4ng th\u1ee9c SLA: \u0110\u00e3 \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp trong Thi\u1ebft l\u1eadp theo t\u1eebng lo\u1ea1i y\u00eau c\u1ea7u.<\/li>\r\n<\/ul>\r\n<\/li>\r\n\r\n\r\n\r\n
ART<\/strong>: Th\u1eddi gian th\u1ef1c t\u1ebf \u0111\u1ec3 \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 x\u1eed l\u00fd y\u00eau c\u1ea7u cho kh\u00e1ch h\u00e0ng so v\u1edbi m\u1ee5c ti\u00eau v\u00e0 SLA \u0111\u00e3 cam k\u1ebft, \u0111o l\u01b0\u1eddng to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh ch\u1edd \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng, ph\u1ea3n \u00e1nh hi\u1ec7u qu\u1ea3 c\u1ee7a to\u00e0n b\u1ed9 quy tr\u00ecnh n\u1ed9i b\u1ed9 v\u00e0 n\u0103ng l\u1ef1c ph\u1ed1i h\u1ee3p gi\u1eefa c\u00e1c ph\u00f2ng ban.\r\n
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ART = resolved – th\u1eddi gian KH b\u1eaft \u0111\u1ea7u li\u00ean h\u1ec7 \u0111\u1ebfn<\/strong>\r\n
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V\u1edbi chat th\u00ec th\u1eddi gian KH b\u1eaft \u0111\u1ea7u li\u00ean h\u1ec7 \u0111\u1ebfn = th\u1eddi gian start Chat<\/strong><\/li>\r\n\r\n\r\n\r\n
V\u1edbi c\u00e1c k\u00eanh c\u00f2n l\u1ea1i: T\u1ed5ng \u0111\u00e0i, zalo, mail… th\u00ec th\u1eddi gian KH li\u00ean h\u1ec7 \u0111\u1ebfn = th\u1eddi gian t\u1ea1o Ticket (Created Date)<\/strong><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ol>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
Ch\u00fac anh\/ch\u1ecb th\u1ef1c hi\u1ec7n th\u00e0nh c\u00f4ng.<\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>","protected":false},"excerpt":{"rendered":"
1. T\u1ed5ng quan BSC (Balanced Scorecard \u2013 Th\u1ebb \u0111i\u1ec3m c\u00e2n b\u1eb1ng) trong MISA Ticket l\u00e0 b\u1ed9 6 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 v\u1eadn h\u00e0nh c\u1ee7a Kh\u1ed1i H\u1ed7 tr\u1ee3 & Ch\u0103m s\u00f3c Kh\u00e1ch h\u00e0ng. Thay v\u00ec ch\u1ec9 theo d\u00f5i s\u1ed1 l\u01b0\u1ee3ng ticket x\u1eed l\u00fd, BSC cung c\u1ea5p g\u00f3c nh\u00ecn to\u00e0n…<\/p>\n","protected":false},"author":103,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-26909","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb\/26909","targetHints":{"allow":["GET"]}}],"collection":[{"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"\/misa-store\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/users\/103"}],"replies":[{"embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/comments?post=26909"}],"version-history":[{"count":2,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb\/26909\/revisions"}],"predecessor-version":[{"id":27423,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb\/26909\/revisions\/27423"}],"wp:attachment":[{"href":"\/misa-store\/wp-json\/wp\/v2\/media?parent=26909"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb-category?post=26909"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb-tag?post=26909"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}

2.2. Xem b\u00e1o c\u00e1o BSC<\/h4>\r\n\r\n\r\n\r\n