客服中心還有未來嗎？
穆瑞瀾（Alan Murray）
2020-09-20
客服中心是否壽終正寢？這是新冠肺炎疫情引發(fā)的許多涉及未來工作的有趣問題之一。自從我首次聽聞一位熱情的電信公司首席執(zhí)行官宣稱客服中心員工即將在家辦公以來，已經(jīng)過了足足20年。但現(xiàn)在，這種預(yù)測終于因?yàn)樾鹿诜窝滓咔槎蔀楝F(xiàn)實(shí)。根據(jù)市場咨詢公司J.D. Power于9月11日發(fā)布的一份研究報(bào)告，在接受調(diào)查的124家客戶服務(wù)機(jī)構(gòu)中，有86%的機(jī)構(gòu)表示，即使在新冠肺炎疫情消散之后，他們也計(jì)劃實(shí)行永久性的在家辦公模式。
J.D. Power的調(diào)查涵蓋今年5月和6月。92%的受訪機(jī)構(gòu)表示，他們的客戶滿意度得分保持不變（56%）或有所增加（36%）。該報(bào)告指出，在新冠肺炎疫情期間，許多致電客戶都在尋求延期付款安排，并且得償所愿，這一事實(shí)可能推高了客戶滿意度得分。一旦這些延期付款計(jì)劃結(jié)束，客戶滿意度就很可能會下降。
調(diào)查還發(fā)現(xiàn)，55%的公司對于每通電話的“平均處理時(shí)間”（Average Handle Time）高于以往。這不僅反映了來電訴求的復(fù)雜性有所增加，也表明客服人員和客戶之間的互動(dòng)程度進(jìn)一步加深。“許多以前來公司上班的員工現(xiàn)在獨(dú)自在家辦公，過著被迫隔離的日子。”一位客戶中心的接線員表示，“這種社交孤立感往往會拉長平均處理時(shí)間，因?yàn)榭蛻艉蛦T工都在利用通話時(shí)間來幫助縮短一些社交距離。”
展望未來，該報(bào)告稱，與居家工作模式相伴相隨的孤立感和支持缺失“將對工作表現(xiàn)和員工流失率造成負(fù)面影響。”預(yù)計(jì)培訓(xùn)新員工也將成為一大挑戰(zhàn)。
這個(gè)問題的最關(guān)鍵之處在于：“考慮到客服人員表現(xiàn)不佳、員工流失和消費(fèi)友好型金融政策縮減等方面的風(fēng)險(xiǎn)，員工體驗(yàn)和客戶滿意度預(yù)計(jì)將在未來幾個(gè)季度顯著下降。聰明的品牌最好現(xiàn)在就采取行動(dòng)，深入了解客服人員在情感和心理方面對居家辦公環(huán)境的適應(yīng)程度。”（財(cái)富中文網(wǎng)）
譯者：任文科
客服中心是否壽終正寢？這是新冠肺炎疫情引發(fā)的許多涉及未來工作的有趣問題之一。自從我首次聽聞一位熱情的電信公司首席執(zhí)行官宣稱客服中心員工即將在家辦公以來，已經(jīng)過了足足20年。但現(xiàn)在，這種預(yù)測終于因?yàn)樾鹿诜窝滓咔槎蔀楝F(xiàn)實(shí)。根據(jù)市場咨詢公司J.D. Power于9月11日發(fā)布的一份研究報(bào)告，在接受調(diào)查的124家客戶服務(wù)機(jī)構(gòu)中，有86%的機(jī)構(gòu)表示，即使在新冠肺炎疫情消散之后，他們也計(jì)劃實(shí)行永久性的在家辦公模式。
J.D. Power的調(diào)查涵蓋今年5月和6月。92%的受訪機(jī)構(gòu)表示，他們的客戶滿意度得分保持不變（56%）或有所增加（36%）。該報(bào)告指出，在新冠肺炎疫情期間，許多致電客戶都在尋求延期付款安排，并且得償所愿，這一事實(shí)可能推高了客戶滿意度得分。一旦這些延期付款計(jì)劃結(jié)束，客戶滿意度就很可能會下降。
調(diào)查還發(fā)現(xiàn)，55%的公司對于每通電話的“平均處理時(shí)間”（Average Handle Time）高于以往。這不僅反映了來電訴求的復(fù)雜性有所增加，也表明客服人員和客戶之間的互動(dòng)程度進(jìn)一步加深。“許多以前來公司上班的員工現(xiàn)在獨(dú)自在家辦公，過著被迫隔離的日子。”一位客戶中心的接線員表示，“這種社交孤立感往往會拉長平均處理時(shí)間，因?yàn)榭蛻艉蛦T工都在利用通話時(shí)間來幫助縮短一些社交距離。”
展望未來，該報(bào)告稱，與居家工作模式相伴相隨的孤立感和支持缺失“將對工作表現(xiàn)和員工流失率造成負(fù)面影響。”預(yù)計(jì)培訓(xùn)新員工也將成為一大挑戰(zhàn)。
這個(gè)問題的最關(guān)鍵之處在于：“考慮到客服人員表現(xiàn)不佳、員工流失和消費(fèi)友好型金融政策縮減等方面的風(fēng)險(xiǎn)，員工體驗(yàn)和客戶滿意度預(yù)計(jì)將在未來幾個(gè)季度顯著下降。聰明的品牌最好現(xiàn)在就采取行動(dòng)，深入了解客服人員在情感和心理方面對居家辦公環(huán)境的適應(yīng)程度。”（財(cái)富中文網(wǎng)）
譯者：任文科
Is the call center dead? That’s one of many interesting questions COVID-19 has raised about the future of work. It’s been two decades since I first heard an enthusiastic telecom CEO talk about how call center workers would soon work from home. But now, because of COVID, it has finally happened. And according to a J.D. Power study out on September 11 (CEO Daily got an early peek) 86% of 124 customer service organizations surveyed say they plan to implement permanent work-from-home models even after the pandemic passes.
The J.D. Power survey covered May and June, and 92% of those surveyed say their customer experience scores stayed the same (56%) or increased (36%) during work-at-home. The report noted customer satisfaction scores may have been boosted by the fact that many callers were seeking deferred payment arrangements during the pandemic—and getting them. Satisfaction could go down once those payment leniency programs end.
It also found that “Average Handle Time” for each call increased for 55% of companies. That reflected an increased complexity of calls, but also an increased degree of interaction between agents and customers. “Much of the work-at-home staff who were previously in the office live alone and have been forced to quarantine,” said one call center operator. “With this sense of social isolation has come longer AHTs as both customers and employees are using their time on calls to help bridge some of the social distance.”
Looking forward, the report said isolation and lack of support in the work-at-home model “will take its toll on performance and agent attrition.” Training new hires is also expected to be a challenge.
Bottom line: “Combine the risks of underperforming agents, agent attrition, and the scaling back of consumer-friendly financial policies, and the stage is set for a significant decrease in employee experience and customer experience for the next several quarters. Smart brands will do well to take action now to understand how well their employees fit emotionally and psychologically in a work-at-home environment.
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