外呼测试分析报告样板

外呼测试分析报告样板外呼测试分析报告样板

外呼测试分析报告样板

XXX产品外呼测试分析报告

一、测试目的

为进一步加强XXX产品电话销售的营销模式，更好的开展在运营商中的推广及运营，本公司特意进行了一次有关外呼的测试。

二、测试预备

1.电话号码500个，要求接通电话为100个(含拒访)。2.电话外呼人员四名，每人拨打125个电话。3.电话外呼人员培训30分钟。4.电话外呼号码为XX固定电话。5.电话外呼身份为XXXX调查员。6.XXX产品资费X元/月。三、测试状况

测试时间为201年月日，测试对象为某省XXX用户，测试抽样为233例。平均外呼时间为每三分钟一个电话。

此次测试抽样233个电话号码，实际接通101个电话，总接通比率为43.35%；总订购率为6.01%，接通后订购率为13.86%，接通后不接受比率为36.63%。

采样总数接通接通比接通后不接通后订购总订购比率未讲完挂订不接率接受比率比率断购受23350143743.35%6.01%36.63%13.86%四、外呼测试状况分析

通过此次外呼测试，本公司发觉在接通后不能接受本产品的缘由入下表：

通过饼状比例分析图形，本公司可以发觉在不接受XXX产品服务的人群中，用户不相信所占比率最大，其次为资费太高。

1.对用户不相信的问题：首先，此次本公司测试时，使用的外呼号码为XX固定电话号码，不是运营商专有的号码，这会造成用户的平安感降低，从而影响用户对产品的相信度。其次，外呼时间较为短暂，平均外呼时间为三分钟以内；产品形态呈现较为简单，不能在三分钟以内完全阐明产品的理念。这样会造成用户对产品理念的不清楚，从而造成不相信。

2.对于资费问题：通过被调查用户反映，每月X元的资费对于一个XXX产品服务对象而言是不能接受的，究其缘由是每月X元的资费，一整年下来资费要在XX元左右。而在外呼的调查中本公司发觉，用户大多数能接受的费用就是XX元左右。假如高出XX元的费用要视情而定，而且大多数用户也表示，超过XX元的服务，就考虑……

五、外呼测试总结

对于此次外呼测试中所反映出来的问题：

首先，通过此次调查，本公司发觉能够接受XX产品服务理念的人群年龄大约在X至X岁之间，并有肯定文化水平。

其次，在不能接受产品理念的人群（占总接通率的36.63%）中，约有35%的人群对产品产生不相信心情和19%的用户感觉产品资费太高。不接受产品理念的人群成为公司开展外呼业务的最有效人群。

对于上述的这些问题：（1）公司要在电话营销外呼之前，对外呼人员进行有效培训，让其了解、消化XX产品的产品理念。（2）对于不能接受产品理念的人群，抓住XX至XX岁之间的人群接收信息力量快，理解信息力量强的特点，通过各种传播渠道，加强产品理念的推广。（3）对于感觉产品资费昂扬的用户，经双方友好协商后，可采纳购买后首月赠送的模式或其他买赠等销售方案，增加用户对产品的选购数量。本公司相信在采纳这种销售模式后，对感觉产品资费昂扬的用户的转化率在75%以上，接通后的订购率就能在20%以上。（4）对于不相信产品的人群，双方乐观磋商，以运营商的角度，通过专业外呼号码对用户进行外呼，从而增加用户对产品的相信。本公司相信在采纳运营商专业的外呼号码外呼后，对不相信产品的人群的转化率在90%以上，接通后的订购率就能在25%以上。本公司相信，经过双方共同努力，接通后不接受产品人群中的不相信产品用户和感觉产品资费昂贵用户的转化率在80%以上，接通后的订购率在30%以上。

扩展阅读：呼叫中心外呼拓展方案

呼叫中心拓展方案（银行）

由于城市规模扩大，交通堵塞等缘由，登门访问式的销售效率越来越低，而成本却不断上升。在营销成本日益高涨的今日，人们更多地把目光转向了电话销售。仅凭小小的一部电话，便可以足不出户打遍天下，一部电话可以打来千万的销售利润。

XXXX科技有限公司成立于201*年5月18日，是一家专业从事电话营销的服务型公司。公司主要从事无线增值服务、用户满足度调查以及客户回访等。现公司为江西宜春及江西吉安客户服务10086专线合作运营商，负责江西省宜春及吉安移动自有业务、无线增值、卡类、套餐等业务的电话营销。公司经过2年时间的运营，已经在呼入服务上整理了一套完善的外呼体系及管理流程。

A.1.团队架构图

业务管理运营管理培训部项目主管质量监督

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评估服务流程‘服务’的定义

服务用语、服务态度业务处理胜利率业务精确     率投诉处理时限

投诉处理准时率（报告期内：如一个月）服务中心投诉率（报告期内：如一个月）工作差错服务差错

改善服务品质

亲密的监控试运行

执行中项目__实时训练

质量监督小组

随机抽取呼出电话作为电话测听的样本；

确保语音录音系统正常运作。评估外呼流程

进行客户满足度调查

不达标业","p":{"h":17.387,"w":15.749,"x":250.092,"y":117.585,"z":7},"ps":null,"t":"word","r":},{"c":"务代表回炉

严格的品质稽核报表

1)作为项目负责人、质量监督人及运营分析等人使用；

2)纳入服务专员每月评核绩效成果之一部份。

评判规范

事后处理时间：即指一次呼叫电话接听完后，值机员完成与此呼叫有

关的整理工作所需要的时间；

实际工作率：等于座席联入系统后实际胜利的电话个数除以当值时间

全部呼出电话总个数，再乘以100；

平均通话时间：谈话时间和事后处理时间的总和；

平均交谈时间：指呼叫者与值机员联系后交谈的时间长度；每小时呼叫次数：指每个专员每小时呼出的平均次数；

监听分值：指由质检专员对值机专员的回话质量所做的等级评价；出勤率：指一个班组实际工作的人数除以方案工作的人数乘100；一次性解决问题的呼叫率：不需要呼叫者再呼、也不需要专员回呼，

就将问题解决了的电话的百分数；

服务水平：服务水平的计算公式是：回答时间少于X秒钟的电话数除

以所呼出的电话总数乘以100；

座席人员流淌率：指离开中心的专员人数在全时工作总人数中的比

例。

7)质量监督职能介绍保证质量提高专员单量培训及辅导专员

向上级反映实际操作当中消失的问题以作进一步改进

除了传统的呼入服务外，XXXX科技有限公司乐观拓展呼出业务，提高客服中心在全行

的职能定位。XXXX科技有限公司系统为银行客服中心供应多种外呼方式，支撑银行客服中心多种外呼业务