Infinitus (Chinese) - Wang Xiaoyun, senior manager of customer service center

[straight network Beijing May 23rd hearing] (51Callcenter) 2017 annual (tenth) China big data and liaison center industry summit (ACCC Conference) on April 26-27 in Shanghai, Lujiazui International Conference Center held ceremoniously. Summit hosted by 51Callcenter, national development and Reform Commission, China development network, Huayun Services Co sponsored, China call center and BPO Industry Alliance (CNCBA) guidance. 4PS international standard /CNCBA President / national human resources and social department, national customer liaison center expert committee director Yan Xiaobin and more than 4000 industry managers from the Asia Pacific participated in the summit. During the summit held a "contact center and big data forum" "contact center and service outsourcing forum" and other large forum, experts and the guests on the big data, mobile Internet, contact center, service outsourcing, artificial intelligence services, interactive marketing, CRM, call center operators and other industry standard discussion.

Infinitus (Chinese) Wang Xiaoyun senior manager of customer service center the theme --- from customer service to the era of intelligent speech data service

Wang Xiaoyun: Ladies and gentlemen, Hello everyone, thank you very much for sharing the topic before, in front of several guests to share, because if we have to pay attention to the time today, the morning will find share guests have included food, shelter, all people's needs, no limit China limited company is to eat a relationship the enterprise, Chinese Co. Ltd is mainly unlimited R & D production and sales of health products company, today I share the content is closely linked with our enterprise main direction.

Just a few guests mentioned, call center in the field have included all kinds of enterprises, whether the financial industry, service industry and the insurance industry, and our food and health care industry, many enterprises pay attention to the call center that is selling, so in the sales service enterprises, he played the role or value reflected in what hand? I think this December 30th year meeting a Ronaldo in Shenzhen, he has a three share of black swan, after the truth now era, more and more enterprises pay attention to customer service and customer experience, customer service center in enterprises information feedback played more and more important role. What is the message behind customer service, the potential voice he delivers, what valuable things we bring to us, the post truth era, the voice of customer feedback will play a very important role in the development of enterprises. Like the data I share, how does the customer service center move from customer service to data (information) services?.

First introduced the development process of the customer service center is, I remember the teacher asked Yan Xiaobin: Why are you in a short period of time A new force suddenly rises. within their overall sales has been to the national Nov1, including similar enterprises or by the customer service center is talked about industry recognition. The reason is very important, gateway leading horses did not move! The layout strategy of an enterprise plays a very good role, is the same as in our service center, so far, has been a five year plan second unlimited customer service center, our first five year plan has been completed, from customer service to data service is the key goal of our second five year rule.

From customer service, if we give our first five year plan to make a label, the first five years we do is customer service, and in the next five years, more data service is done. Our customer service, happy is a very lucky, the first five year plan when the unlimited customer service center, we established a method of 4PS platform management, our starting point is standing on the shoulders of giants, both in the personnel management process including the operation platform and the welcome and performance and experience. We follow the standard to carry out strictly the index framework, finally realize the strategic planning, customer center of the second five year plan to Chinese infinitus company's four or five match planning.

The first five years of planning, customer service, how do we do, we reflect the operational support and technical support services in the platform finally realize the value index based unified, also contributed to the company's cognition in the whole service, a great increase the importance of the service. Through the four modes for our market to provide convenient, efficient and worry free service, in the four service models, there are service applications, service models, service support and service indicators. Don't make too many introductions and sharing here. What we want to share today is the data services of the second five year plan. What are we going to do?.

Many people said that the data should be with the enterprise with the enterprise sales or marketing department, there are some other related strategic planning department, said if the customer service department, how do you do data service, two days before the reading of a book is the era of intelligent, this book gives me a good reminder to me. Before the blind spots and do not want to know the information extraction is very good, this book says that now are talking about big data, using big data, big data, data mining and analysis, the data is not in fact is our traditional concept which understand the cognitive numbers 1, 2, 3, 4, the real big data is not only the ten Arabia figures, he should include text information and voice information in our system we store a large number of text files, there are still a large number of audio files, now Many techniques have helped us to solve this problem, and voice files can be converted into text files.

In big data, if the massive voice files converted to text files, he can present what appearance, he can present, let us know the whole data development process and process. I remember in the beginning to do the first five year plan for the first time a Chinese unlimited customer service center, I do a lot of business exchange visits, Southern China, East China, one enterprise impressed me, this is how companies in the application of text and speech, I went to the enterprise in Shunde customer service center, they charge share with me a message, he said the chairman of the board at regular intervals to the call center, to listen to the voice of the market, understand the needs of customers.

I believe that this action has occurred in many enterprises, but we recall that the chairman of an enterprise, is busy, he can come to the fixed site to hear he would like to hear the sound in a fixed period of time, the need to make a question mark, we'll think about it, why did he come to the workplace call center, to listen to the voice of the customer feedback, in fact behind the transfer is that they wished to know now what happened to the market, they want to know now is what is hot, what the customer needs, to this point as the customer service center, in addition to put a large amount of speech documents into text, we can the voice of the customer feedback and decision making department to the management of the company and the relevant departments, the R & D department, sales department, strategy Departments to let you know what is happening in the market, why the product quality problems, or why this product launched the market, his sales and our expectations are different.

Then, through the analysis of information, let everyone know we what to do the right thing, can be accepted and popular, the market, the text data of the customer service center, will allow the company to different levels of the staff know what happened, why it happened, we can guide what the right things happen, this is call center in big data applications, we can play a role, and we can play a promoting role.

What exactly do we need to do with our data, especially the data of text and voice classes, including how we can use it?. There is a small story, Ali for a while before a responsible customer service manager, she shared in the customer management article, introduced Ali has a central information processing kitchen, the kitchen is the large number of customers pay attention to the information collected by Ali place made a integration, after the completion of the integration of this part the data of text information by passing a call at 9 o'clock radio platform out, transfer to the technical staff, their R & D personnel and their related management, through the transmission of these sounds, let the back support functions for rapid response and resolution.

So what does that part inspire us? What can we do?. After hearing the information in 2015, I think it has been such a long time, the company stressed the importance of VOC, the importance of voice of the customer, the chairman is in 2016 when the company Chinese smoked half a day came to the customer service center to market voice, when he heard the voice of the market for a long time. In the HPG management decision-making meeting held next, to hear the voice of the customer service center in the direct conversion in strategy management strategy research direction, the focus of the work to be carried out. Think back, how to make more employees, so that more leaders can hear the real voice of the market, must come to the customer service center? May not be.

So what's the way to make them voice in the most timely, convenient, and most realistic about the frontline market customers? From here, we launched a service product -- voice of customer radio. I believe that the more number of seats in a call center, he collected the voice of the market some more, in this case how to sound through a platform to the relevant functions or departments, and ultimately optimize a strategy improvement or product, which is the focus of the direction and goal of unlimited data service center service, combined with the direction and goals of this, our customer voice came into being, is to borrow big data in support of the Internet, by means of technology, we realize the voice of the customer from the text to speech delivered in a timely manner, the voice of the customer is launched at the end of 2016, received widespread attention, the various functions within the enterprise.

Voice of the customer just let us know what is happening, why would that happen? The future we have a direct combination of ideas and planning, now the big data industry application and analysis, the customer service center of the true meaning of the conversion from customer service data service, let more relevant functions for better our market to provide a good product and service experience, need and common linkage linkage, how to make internal staff know what happens to the market, and what are the hot spots in the current market, what are the hot words for our consumer concern, in this part we also gradually through the system of automatic search and mining analysis and presentation of some report, voice of the customer, if he is a present, so I hope he provides more Guan Jian word search takes in the future And cleaning and the output of the template, to provide decision support for data service, information assurance and decision information for our decision-making department. If we put a lot of text information of speech information to play its potential value, let a lot of things out of the truth era, he can really understand how we understand better before it happens, and better manage expectations.

We have already completed the construction of the first stage in the sound of customers, and there will be second stages and third stages of development planning in the future. The second stage, we hope to have a greater impact on the business, sustainable development of enterprises, in addition to the normal growth of corporate profits, protection, strategy planning meets the needs of the market, is a greater challenge. In this situation, the customer service center can play a potential role and value, how to put the data information, text information, voice information, sorting through the modeling output fine specialization, diversification, internal to text to visual presentation, let them do the product design, brand planning, business strategy is more close to the market when the market really heard sound, make our products more of life, this is our goal and the second five year plan for the direction of.

Customer service center before how to do customer service, how to do data services in the future?. The customer service center, we will be also a kind of compound interest! An enterprise customer service center set up here, our customer service center to change from cost center to profit center, is the common concern of all industry topics, in the past we have focused on how to sell the electricity sales, development and construction on the performance of association so, besides, we have no way, some other methods and channels, to obtain greater interest?

Of course, the customer service center in terms of existing resources and based on the platform for our market to provide services, provide a lot of information and data support for the enterprise, give full play to the role of the value of the VOC report, brought another spring day this is bound to the development of customer service center! Through the information sharing and just summary in a word, the end of today I share content: as customer service, we are not clever, but we have been working hard! But I believe that in the field of customer service we have been adhering to a positive, dare to challenge yourself through your heart, we will have more value and opportunities for enterprise development and customer service the field, this sentence for you, look forward to in the future we can play to the service field of more value, more benefits, let more people is our customer service Straight up and give us our voice, thank you.