Help Desk Institute Certified Customer Support Specialist
: Help Desk Institute HDI Customer Support Specialist CSS : HDI HDI HDI HDI HDI : HDI : 1 15 2 20 3 20 4 5 5 15 6 5 7 10 8 IT 10 100% 2001 10 11 1/28
: HDI CSS HDA HDSA HDM : HDI HDI HDI 2001 10 11 2/28
1 1. 1. (SLA ) ( ) ( ) 2. ( ) 2. 1. CSS CSS CSS 2. 3. CRM 2001 10 11 3/28
1 3. 1. (PBX Public Branch Exchange, ACD Automated Call Distribution) FAX IVR Integrated Voice Response (CMS CRM) (EMS) 2. Average Speed to Answer (ASA) Abandon Rate (ABA) 2001 10 11 4/28
1. 1. 2. CSS CSS 3. CSS 2. 1. ( ) 2. CSS 3. 2001 10 11 5/28
4. 3. 1. 2. CSS 3. 4. CSS 2001 10 11 6/28
5. 2 ( ) SLA 6. 7. 8. 2001 10 11 7/28
4. 1. 2. 3. 4. SLA ( ) 2001 10 11 8/28
5. 6. CSS ( ) 7. 8. 2001 10 11 9/28
9.!!!! RTF HTML :) 2001 10 11 10/28
1. 1. 2. 3. CSS 2. 1. 2. ( ) 2001 10 11 11/28
3. win-win 3. 1. 4. 1. 5. 1. 2. 2001 10 11 12/28
3. ( ) ( ) 4. 6. 1. 2. 2001 10 11 13/28
3. 7. 1. 2. 3. ( ) FAX 8. 1. 2001 10 11 14/28
2. ( ) ( ) ( ) ( ) 2001 10 11 15/28
1. 1. ( ) 2. 3. 4. 2001 10 11 16/28
1. 1. 2. CSS 3. : : 4. CSS 1 5. 2. 1. 2001 10 11 17/28
2. 3. 4. 5. 2001 10 11 18/28
1. 1. (SLA ) 2. CSS 2. 1. 2. 3. 1. 4. 1. CSS CSS 2001 10 11 19/28
1. ( ) 1. 2. 2. SLA 1. SLA SLA SLA 3. 1. 2001 10 11 20/28
2. 2001 10 11 21/28
4. (KPI) 1. Average Speed to Answer (ASA) CSS ( ) CSS Abandon Rate (ABA) CSS ( ) Talk Time Availability CSS CSS One Call Resolution (OCR) CSS Customer Satisfaction 5 10 2001 10 11 22/28
2. ABA ASA ABA CSS ASA 3. ABA ASA ASA ABA 5. 1. 2. CSS 2001 10 11 23/28
6. 1. (QA) 2. CSS CSS 3. CSS ( ) CSS 4. 5. CSS 2001 10 11 24/28
7. 1. 2. ID 3. ID 4. 2001 10 11 25/28
IT 1. 1. PC (CPU) PC ( ( )PC )PC ( ) ( ) Windows 95,98, 2000, XP/NT, Unix, OS/2 MS Outlook, Lotus Notes, MS Word, Netscape Explorer, Internet Explorer (IE) 2. 1. 2. ( ) 3. 1. ACD PBX PBX ACD 2. (PBX ACD) 2001 10 11 26/28
IT 3. CTI IT PC KPI 4. 1. CSS CSS 2. FAX FAX IVR 2001 10 11 27/28