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  • 正在加載中...
  • 400電話

    400電話(400 telephone)是一種主被叫分攤業務,即主叫承擔市話接入費,被叫承擔所有來電接聽費用,目前廣泛用于多行業售前售后服務咨詢方面。

    400電話分為4006(中國聯通),4007(中國移動原鐵通),4008(中國電信),4001(中國移動新號段),4000(中國聯通新號段),4009(中國電信新號段)。

    400電話是專為企事業單位設計的全國范圍內號碼統一的虛擬電話總機,所有撥往400總機號碼的來電均被轉接至預先設定的固定電話、手機或呼叫中心專線上。400電話總機只負責處理呼入的電話,不能外撥。話費由企業和撥打400電話的用戶分攤,撥打方僅支付當地市話費。400熱線體現了企業服務意識,是信譽和實力的象征。

    編輯摘要

    基本信息 編輯信息模塊

    中文名: 400電話 英文名: 400 telephone
    類型: 主被叫分攤業務 適用范圍: 企業
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    目錄

    主要特點/400電話 編輯

    全國唯一號碼

    用一個10位數的400號碼,綁定公司原有的多個電話,從此,對外只需公布全國唯一的400號碼,統一宣傳,簡單易記。當您的客戶撥打400號碼,即可根據您的設置,將來電轉接到公司原有的不同號碼上,客戶記住了400號碼,就等于記住了企業。

    當公司因搬家等原因需要更換公司原有電話時,400號碼無需更換,只需將400號碼下綁定的電話更換即可,業務絕不流失。企業申請的400號碼是全國唯一的虛擬號碼,可以終生不變。當公司搬家(即使是跨省搬家),只需更換400號碼下綁定的實體電話號碼(座機、手機)即可,老客戶依然可以照常撥打,客戶一個也不會流失,還為您節省了大量重新印制宣傳品的費用,也免去了逐一通知老客戶的麻煩。

    應用市場/400電話 編輯

    400電話已經成為企業的必須品,400號碼也已經成為很多公司的標志,一個沒有400電話的公司,已會讓人產生疑問。

    在各大行業,如政府企事業單位、機械制造業、交通運輸、建筑及房地產、金融保險及投資、住宿餐飲、批發零售、計算機軟硬件、社會服務及保障、教育、文體娛樂等均有大量應用。在中國的跨國企業、上市公司基本都開通了400電話。[1]

    在中國的世界500強企業、中國的上市公司,幾乎都開通了400電話,為用戶分攤話費,體現了用戶至上的理念也體現了企業的形象。

    開通400企業熱線,讓貴公司形象立即與跨國公司比肩,這是形象的提升,更是經營理念的提升。

    強大的企業總機

    無需增加硬件、軟件投入,無需人力維護,開通智能400企業熱線,企業總機強大功能立即擁有。

    一線多號、企業彩鈴、智能導航、語音信箱、來電錄音、分機轉接等功能應有盡有。 400企業熱線不但可以成為一個分部的總機,更可以作為全國各分支的總機。[1]

    主要功能/400電話 編輯

    彩鈴

    “您好!歡迎致電XX公司,本公司主要經營***,電話接聽中,請稍候!”

    這是企業的有聲名片,用個性語音來代替單調鈴音,給客戶帶去問候,也傳達了公司信息,您只需提供文字內容,即會由專業播音員通過錄音棚為您錄制。

    通話錄音

    系統可自動對每一個來電全程錄音,可以登錄平臺在線聽取也可以下載到本地保存。 通話錄音功能是企業監督客服質量,進行問題分析的重要依據,也為處理客戶糾紛、投訴提供證據。 各大企業的呼叫中心,均有完善的錄音系統,這是提升企業管理的有力保證。

    語音信箱

    當處于下班時間或公司電話全忙或無法接聽情況下,客戶撥打400電話時會聽到提示:“現在是下班時間(或現在電話全忙),請在 '嘀' 聲后留言,我們將第一時間與您聯系!”

    這是公司電話的“離線助理”,此功能有效確保了不錯失任何時間、任何情況下的任何一個來電。 語音留言可以登錄平臺在線聽取或下載到本地保存。

    來電分析

    平臺會記錄每一通電話的來電號碼、來電區域、來電時間、通話時長、被接號碼,并對這些數據作統計分析,提供分析報表。 此功能可以分析企業廣告在各地的投放效果,接線客服的接聽數量、接聽時長,有效評判工作量。

    IVR

    “您好,歡迎致電XX公司!”“XX部請按1;XX部請按2;XXX請按3……”

    開通IVR(智能語言導航)的400號碼,在客戶撥打時,會先聽到上條提示,系統會根據撥打人的按鍵選擇,自動將來電轉到相應部門,也可以轉到語音信箱、傳真、還可以轉接到播放公司產品介紹的錄音。 這是企業呼叫中心的常用功能,大大提高了企業的服務效率。

    工號播報

    “工號XXXX號為您服務!”

    為客戶提供人工服務前,系統自動播報預先為每位客服人員指定的工號,是大型企業呼叫中心的通常做法,等均有此應用。 這體現了管理規范有序的大企業形象,是提升企業形象的最佳選擇。

    滿意度調查

    “您對本次服務滿意嗎?非常滿意請按1、滿意請按2、不滿意請按3!”

    開通此功能后,在客戶掛機前,系統會自動向客戶播放此條語音,讓客戶對本次通話滿意度作出評價,評價的結果將記錄到相應的接聽客服。 這是一個規劃有序的客服中心的通常做法,能讓公司及時發現問題,對客服人員更是起到了很好的監督評測作用。

    中繼功能

    部分企業為了對外統一號碼,需要申請中繼線路,月租費為:130元/條/月,如果將10條電話線合并為一個號碼接入,需要支付功能費1300元/月。 而一個400號碼下,可以綁定10條以上電話線路,可以支持10人以上同時撥打400號碼接入,為企業節省了開通中繼功能的昂貴費用。

    來電黑名單

    用戶可以在管理平臺自行設置接聽黑名單,列為接聽黑名單的號碼,不會再被接入,有效避免了電話騷擾。

    也可以將某個區號或某個號段加入黑名單,這樣,屬于該區號或該號段的所有號碼不會再被接入。

    智能來電轉接

    可以將不同時間的來電轉接到不同的號碼接聽,比如工作時間可以將來電轉接至公司座機,夜間可以轉接至客服人員手機。

    可以將不同地區的來電轉接到不同的號碼接聽,比如華北地區的來電轉接至A、B、C號碼接聽、華南地區的來電轉接至E、F、G號碼接聽。

    智能來電分配

    所有來電可以按“順序分配”或“隨機分配”,各企業可以根據實際需要設置。

    “順序分配”,可以保證最優秀的客服人員,每次優先接聽來電。

    “平均分配”,可以保證所有客服人員接聽的來電數量相當,最大限度做到業績評比時的公正。

    實時清單查詢

    所有撥打400電話的來電記錄,均可以通過登錄管理后臺實時查詢,系統詳細記錄每次來電的來電號碼、開始時間、結束時間、時長、接聽號碼。

    所有來電清單長期保存,讓每一個用戶明明白白消費。

    獨立管理后臺

    每一個400用戶,都有一個獨立的管理后臺,用戶可以隨時登錄查詢業務使用情況,并根據需要作相應的設置。 獨立的管理后臺,大大增加了用戶使用400電話的自由度,可以讓400電話更好地為企業經營服務。

    平臺特點/400電話 編輯

    400電話平臺,主要是指由運營商投入并運行的400電話智能網平臺,實現400電話號碼直接轉接至客戶指定的目的碼。另外還有一些就是由運營商架設的400電話轉接平臺,其原理是先將400電話轉接到某個固定電話號碼段上,然后再從這個固定電話號碼段二次呼轉至客戶提供的目的碼。[2]

    智能平臺

    1、客戶可以隨時修改自己的轉呼電話。

    2、隨時查詢呼叫話單。

    3、可以設置手機號碼為目的碼。

    4、可以設置超過3個以上的目的碼。

    5、可以實現更多增值功能,如彩鈴,IVR導航,留言和錄音功能等。

    電話優勢/400電話 編輯

    第一、400電話最重要的一點就是能為企業樹立一個好的形象;

    第二、企業400電話,不會占線,免去了之前業務電話繁忙時占線的問題;

    第三、主/被叫分攤付費的方式,有效杜絕惡意呼叫(800號碼主叫全免費);

    第四、自助管理,方便快捷,成本低,號碼終身攜帶,不用變更號碼。

    添加視頻 | 添加圖冊相關影像

    參考資料
    [1]^引用日期:2016-06-30
    [2]^引用日期:2016-06-30
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