Why can't customer service answer the call and always solve the problem? 為何客戶服務無法接聽電話並始終解決問題？
Customer service centers have transformed from high-tech industries to labor-intensive industries. Telephone customer service personnel and the training,
management, and process coordination behind them have become major cost
expenditures, and have become increasingly expensive. Industry personnel no longer
mention the cost of seat manufacturing, they prefer to use "single call cost" (cost per
call) as the key. "The cost of the customer service center is calculated every second
because every second is money. The company has a mature and perfect customer
service system in the industry. The cost per second is 3 yuan (RMB), and the cost per
minute is 8 yuan. (RMB). In other words, a customer called to complain about 5
minutes and the company spent 9 yuan.
客戶服務中心已從高科技行業轉變為勞動密集型行業。電話客戶服務人員及其
背後的培訓，管理和流程協調已成為主要的成本支出，並且變得越來越昂貴。
行業人員不再提及座椅製造的成本，他們更喜歡使用“單次呼叫成本”（每次
呼叫成本）作為關鍵。 “客戶服務中心的成本是每秒計算的，因為每秒都是金
錢。公司在行業中具有成熟且完善的客戶服務系統。每秒的成本為 3 元人民
幣，每分鐘的成本為 8 換句話說，一位客戶打電話投訴 5 分鐘，公司花了 9
元。
The high cost of customer service is not a problem, but the problem is: the customer
service center is not a profit department, but a cost center.
客戶服務的高成本不是問題，但問題是：客戶服務中心不是利潤部門，而是成
本中心。
"No matter how powerful the customer service talent is in resolving disputes, he
won't make money. Chinese companies like to look at efficiency ratios (ordinary
people make money for the company). If they don't make money, why should I raise
funds? So much customer service? Especially advanced customer service?"
“無論客戶服務人才在解決糾紛方面多麼強大，他都不會賺錢。中國公司喜歡
看效率比率（普通人為公司賺錢）。如果他們不賺錢，我為什麼要籌集資金？那
麼多客戶服務？特別是高級客戶服務？”
As a result, the company will naturally outsource customer service. In companies
under pressure, customer service has become an important part of reducing costs.
"Customer service has been around for many years. Everyone says that customer
service is very important, but no one wants to pay for it."
結果，該公司自然會將客戶服務外包。在面臨壓力的公司中，客戶服務已成為
降低成本的重要組成部分。 “客戶服務已經存在了很多年。每個人都說客戶服
務非常重要，但是沒人願意為此付費。”
Back to the article title, why can't the customer service department always answer
the phone to solve the problem?
回到文章標題，為什麼客戶服務部門不能總是接電話解決問題？
1. Outsourcing is not a problem
外包不是問題
In an inherent point of view, expansion is usually equated with "cutting corners" and
"unprofessional"; if it is replaced with self-employment, most problems can be
solved. But in the field of customer service, there are some differences. Outsourcing
customer service (especially the customer service center built in the early days) is
considered professional.
在固有的觀點中，外包通常與「偷工減料」、「不專業」劃上等號；若將其改為
自營，則能解決大半問題。但在客服領域裡卻有些不同，外包客服（尤其是早
期搭建起來的客服中心）算得上專業。
As mentioned at the beginning of the article, because building a customer service
the center requires high software and hardware costs, as well as facing personnel
management, recruitment, training, etc., companies that can build a customer
service center usually has relatively strong financial and technical strength.
如文章開頭所述，因為搭建客服中心，需要付出高額的軟體、硬體成本，以及
面臨人員管理、招聘、培訓等問題，所以能搭建客服中心的企業通常擁有較為
雄厚的資金和技術實力。
Compared with domestic companies that adopt the "self-operating + outsourcing"
model, most European and American companies prefer to choose to outsource.
One widely cited material is that more than 90% of the world's top 500 companies
have handed over one or more important business processes to a business customer
service center to complete.
與採用“自營+外包”模式的國內公司相比，大多數歐美公司更喜歡選擇外包。
一種被廣泛引用的資料是，全球前 500 名公司中有 90％以上已經將一項或多項
重要業務流程移交給了業務客戶服務中心來完成。
Some companies outsource customer service, not just for cost considerations, but for
another reason. A series like ours is not just a customer, but a bunch of customers.
Some customer services are interoperable, and we can advise them.
一些企業把客服外包出來，不單純只是出於成本考量，還有另一個原因是學習
借鑒。像我們這種級數，不是只做一個客戶，而是一堆客戶，有些客戶服務是
互通的，我們可以跟他們提建議。
2. The problem is that there is no money
問題是沒有錢
The two most commonly used permissions for customer service: compensation
permissions and complaint upgrade permissions.
客服最常用的兩個權限：賠償權限、投訴升級權限。
The compensation authority of the first-line customer service of Internet companies
is generally not high. Even the self-operated model of Jingdong has only 20 yuan. In
terms of knowledge, Jingdong first-line customer service revealed that its maximum
authority for compensation is 2,000 Jingdou (100 Jingdou can replace 1 yuan). Some
insiders told me that this is already a higher compensation for first-line customer
service in Internet companies. Permission. Earlier, the system upgrade of the
hammer phone caused the WeChat chat record to be cleared. The customer service
reply was to compensate for a mobile power source.
互聯網公司一線客戶服務的報酬權限一般不高。甚至京東的自營模式也只有 20
元。在知識上，京東一線客服透露，其最高賠償權是 2000 京豆（ 100 京豆可以
代替 1 元）。一些內部人士告訴我，這已經是對互聯網公司一線客戶服務的更高
補償。允許。此前，錘子電話的系統升級導致微信聊天記錄被清除。客戶服務
答復是要補償移動電源。
If the first-line customer service cannot be resolved, upgrade to high-level customer
service to solve this, which involves "complaint upgrade authority". But that not all
problems that cannot be solved on the front line can be upgraded to high-level
customer service. Party A will set some restrictions, such as Didi has a proportional
limit.
如果無法解決一線客戶服務，請升級到高級客戶服務以解決此問題，這涉及
“投訴升級權限”。但是，並非所有無法在一線解決的問題都可以升級為高級
客戶服務。甲方將設置一些限制，例如滴滴有一個比例限制。
"What we are doing is outsourcing the entire process, and we are quite reorganizing
their recruitment, training, business processes, and even process optimization. We
have completely copied them. The difference is that their personnel authority is
higher than ours. So this has caused outsourcing industry customer service When
dealing with complaints, many things cannot be decided."
“我們正在做的是將整個過程外包，並且我們正在相當大地重組他們的招聘，
培訓，業務流程，甚至過程優化。我們已經完全複製了它們。區別在於他們的
人員權限高於我們的人員權限。造成外包行業客戶服務當處理投訴時，許多事
情無法確定。”
Why can't you open permission? Because it is related to cost.
為什麼不能打開權限？因為這與成本有關。
Compensation costs. In Party A, "Outsourcing will ask you how much resources you
will give me. Then do you give more or less? If you give more, outsourcing will
definitely get stuck. If you give less, outsourcing will say that it is not enough. No
matter how much, outsourcing will definitely use your resources to the last drop."
Wang Qiang, who is in an outsourcing company, admits that raising the
compensation authority will have the risk of employee misuse. "This depends on
Party A's understanding of the user experience. If this matter causes a loss of 500
yuan to the user, the 500 yuan, one minute to solve the compensation and half a
month of compensation, are completely two kinds of experiences."
賠償費用。在甲方中，“外包將詢問您將給我多少資源。然後您會提供更多還
是更少？如果您提供更多，外包肯定會陷入困境。如果您付出的少，外包會說
這是不夠的。無論多少，外包肯定會在最後一滴之前使用您的資源。”在外包
公司中的王強（音譯）承認，提高薪酬授權將有員工濫用職權的風險。 “這取
決於甲方對用戶體驗的理解。如果此事給用戶造成 500 元的損失，那 500 元，
一分鐘的補償費和半個月的補償，完全是兩種經驗。 ”
3. Finally, the return value
最終還是回到價值觀上
The vertical website of the customer service center CTI disclosed an industry data: in
the cost structure of the customer service center, human resources are the largest
project, accounting for more than half of the total cost, the highest (call center) can
reach 80%. Therefore, in terms of labor costs. In terms of salary levels and training
costs, advanced customer service is much higher than first-line customer service.
"The cost of configuring 1,000 premium customer services is different from the cost
of configuring 100 premium customer services. Therefore, we need to control the
number of high-level complaints.
客戶服務中心的垂直網站 CTI 披露了一個行業數據：在客戶服務中心的成本結
構中，人力資源是最大的項目，佔總成本的一半以上，最高的（呼叫中心）可
以達到 80 ％。因此，在人工成本方面。在薪金水平和培訓成本方面，高級客
戶服務遠高於一線客戶服務。 “配置 1,000 個高級客戶服務的成本不同於配置
100 個高級客戶服務的成本。因此，我們需要控制高級別投訴的數量。
training fees. The more resources provided, the more difficult the training and the
higher the training cost.
培訓費。提供的資源越多，培訓越困難，培訓成本也越高。
Cost not only limits the authority of first-line customer service but also limits the
promotion of high-quality service models.
成本不僅限制了一線客戶服務的權威性，而且限制了高質量服務模式的推廣。
In the customer service industry, there is a mode called "unified window system",
also known as "one-stop service". A person or a small team will follow up on the
complaint from beginning to end, this person/team can coordinate internal and
external resources to solve the problem. This can avoid the complaints of the same
person being answered by different customer service personnel, and it is necessary
to repeatedly elaborate on the problem, thereby greatly improving the user
experience. However, only a few companies are using this model.
在客戶服務行業中，存在一種稱為“統一窗口系統”的模式，也稱為“一站式
服務”。一個人或一個小團隊將從頭到尾跟進投訴，這個人/團隊可以協調內部
和外部資源來解決問題。這樣可以避免同一人的抱怨被不同的客戶服務人員回
答，並且有必要反复闡述這個問題，從而大大改善了用戶體驗。但是，只有少
數公司正在使用此模型。
"This cost is very high. The cost of dialing in and dialing out is different. The customer
service department actively dials out more time than the user calls, so the dialing out
cost is higher. The key is that the unified window system takes up more manpower.
For example, 20 people were arranged in the morning, but 2 people were
responsible for special complaints, which affected the pick-up rate and other
indicators."
“這個成本非常高。撥入和撥出的成本是不同的。客戶服務部門主動撥出的時
間比用戶通話的時間長，因此撥出的成本更高。關鍵是統一窗口系統要佔用例
如，早上安排了 20 個人，但是有 2 個人負責特殊投訴，這影響了接機率和其他
指標。”