{"id":455952,"date":"2022-11-01T09:56:12","date_gmt":"2022-11-01T16:56:12","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=455952"},"modified":"2022-11-02T17:57:07","modified_gmt":"2022-11-03T00:57:07","slug":"put-self-service-in-charge-of-your-customer-calls","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/put-self-service-in-charge-of-your-customer-calls","title":{"rendered":"\ucee8\ud0dd\uc13c\ud130\uc5d0 \uc140\ud504 \uc11c\ube44\uc2a4\ub97c \ub3c4\uc785\ud574\uc57c \ud558\ub294 \uc774\uc720"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text]<\/p>\n

\ucf54\ub85c\ub09819 \ud32c\ub370\ubbf9\uc774 \uc2dc\uc791\ub420 \ub54c \uc804 \uc138\uacc4 \ubaa8\ub4e0 \ucf5c\uc13c\ud130\uc758 \uc778\ubc14\uc6b4\ub4dc \ud1b5\ud654\ub7c9\uc774 \ud3ed\ubc1c\uc801\uc73c\ub85c \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. \ud1b5\ud654\ub7c9\uc740 \uc9c0\uae08\ub3c4 \uc5ec\uc804\ud788 \ub192\uc740 \uc0c1\ud0dc\uc785\ub2c8\ub2e4. \uc804\ud654 \ud1b5\ud654 \ubd84\uc11d \ud234\uc744 \uc81c\uacf5\ud558\ub294 ‘\ub2e4\uc774\uc5bc\ub85c\uadf8\ud14c\ud06c(Dialogtech)’\uc5d0 \ub530\ub974\uba74 2019\ub144 12\uc6d4~2020\ub144 12\uc6d4\uae4c\uc9c0 \ubaa8\ub4e0 \uc5c5\uacc4\uc758 \ud1b5\ud654\ub7c9\uc774 \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. \ud2b9\ud788, \ub9ac\ud14c\uc77c \uc5c5\uacc4\uc758 \ud1b5\ud654 \uc99d\uac00\uc728\uc774 \ubb34\ub824 34% \uc774\uc0c1\uc5d0 \ub2ec\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

\"\"<\/p>\n

\ud55c\ud3b8, \ucee8\ud0dd\uc13c\ud130\uc5d0\uc11c\ub294 \uae09\uc99d\ud558\ub294 \ud1b5\ud654\ub7c9\uc744 \ucc98\ub9ac\ud560 \uc0c8\ub85c\uc6b4 \uc0c1\ub2f4\uc0ac\ub97c \uace0\uc6a9\ud558\ub294 \ub370 \uc5b4\ub824\uc6c0\uc744 \uacaa\uc5c8\uc2b5\ub2c8\ub2e4. \ucee8\ud0dd\uc13c\ud130 \ubc0f \uace0\uac1d \uc11c\ube44\uc2a4 \uc804\ubb38\uac00\ub97c \ub300\uc0c1\uc73c\ub85c \ub274\uc2a4\ub808\ud130\ub97c \uc81c\uacf5\ud558\ub294 ‘\ucee4\uc2a4\ud130\uba38 \ucee8\ud0dd \uc13c\ud2b8\ub7f4(Customer Contact Central)’\uc758 \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74 ‘\uc77c\ubd80 \ucf5c\uc13c\ud130 \uc544\uc6c3\uc18c\uc2f1 \ubca4\ub354\uc758 \uad50\uc721 \uac15\uc88c \ube44\uc728\uc774 40~50%\ub300\ub85c \ub0ae\uc544\uc84c\uc73c\uba70, \uc77c\ubd80\ub294 20%\uc5d0 \ubd88\uacfc’\ud558\ub2e4\uace0 \ud569\ub2c8\ub2e4. \uacb0\uad6d \ub9ce\uc740 \ucee8\ud0dd\uc13c\ud130\uac00 \uae09\uc99d\ud558\ub294 \ud1b5\ud654 \uc694\uad6c\ub97c \ucc98\ub9ac\ud558\uae30 \uc704\ud574 \u2018\uc790\ub3d9\ud654 \uc140\ud504 \uc11c\ube44\uc2a4 \ud50c\ub7ab\ud3fc\u2019\uc73c\ub85c \uc804\ud658\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc99d\uac00\ud558\ub294 \ucee8\ud0dd\uc13c\ud130 \ube44\uc6a9 \uad00\ub9ac <\/strong><\/h4>\n

\ud1b5\ud654\ub7c9 \uc99d\uac00\uc5d0 \ub300\uc751\ud558\uae30 \uc704\ud574 \uc0c1\ub2f4\uc0ac\ub97c \ucd94\uac00\ub85c \uace0\uc6a9\ud558\uba74 \ucee8\ud0dd\uc13c\ud130\uc758 \ube44\uc6a9\uc774 \uc99d\uac00\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc774\ub7ec\ud55c \ube44\uc6a9\uc740 \uae30\ud558\uae09\uc218\uc801\uc73c\ub85c \uc99d\uac00\ud569\ub2c8\ub2e4. \ucf54\ub85c\ub09819 \ud32c\ub370\ubbf9 \uc774\uc804\uc5d0 \uc0c1\ub2f4\uc0ac\uac00 \ucc98\ub9ac\ud55c \uc778\ud130\ub799\uc158\uc758 \ud1b5\ud654\ub2f9 \uc804\uccb4 \ube44\uc6a9(\uc778\uac74\ube44, \uc784\ub300\ub8cc, \ubcf5\ub9ac \ud6c4\uc0dd\ube44, \ud1b5\uc2e0\ube44 \ud3ec\ud568)\uc740 \ud1b5\ud654\ub2f9 \uc57d 2.70~5.60\ub2ec\ub7ec\uc600\uc2b5\ub2c8\ub2e4.<\/p>\n

\ucd5c\uadfc \ubbf8\uad6d\uc5d0\uc11c\ub294 \ubaa8\ub4e0 \uc0b0\uc5c5\uc5d0\uc11c \uc2dc\uac04\ub2f9 \uc784\uae08\uc774 \uc0c1\uc2b9\ud558\uace0 \uc788\uc73c\uba70, <\/a> \uadf8\ub85c \uc778\ud574 \ucee8\ud0dd\uc13c\ud130\uc758 \uc9c1\uc6d0 \ucc44\uc6a9 \uacbd\uc7c1\uc774 \uce58\uc5f4\ud574\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc544\ub9c8\uc874\uacfc \uac19\uc740 \ub300\uae30\uc5c5\uc740 \ub354 \ub9ce\uc740 \uc784\uae08\uc744 \uc9c0\uae09\ud558\uace0 \uc788\uc73c\uba70, \ubc31\uc2e0 \uc811\uc885\uc744 \ubc1b\uc740 \uc2e0\uaddc \ucc44\uc6a9\uc790\uc5d0\uac8c 100\ub2ec\ub7ec\uc758 \ucc44\uc6a9 \ubcf4\ub108\uc2a4<\/a>\ub97c \uc9c0\uae09\ud55c\ub2e4\uace0 \ubc1c\ud45c\ud558\uae30\ub3c4 \ud588\uc2b5\ub2c8\ub2e4. \uadf8 \uacb0\uacfc, \uc0c1\ub2f9\uc218\uc758 \ubbf8\uad6d \uadfc\ub85c\uc790\ub4e4\uc774 \uc9c4\ub85c\ub97c \ubc14\uafb8\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\ubbf8\uad6d\uc758 \ubbfc\uac04 \uc2f1\ud06c\ud0f1\ud06c\uc778 ‘\ud4e8 \ub9ac\uc11c\uce58(Pew Research)’\uc758 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 \uc131\uc778 \uc2e4\uc5c5\uc790 \uc911 66%<\/a>\uac00 \uadfc\ubb34 \ubd84\uc57c\uc758 \ubcc0\uacbd\uc744 \uc9c4\uc9c0\ud558\uac8c \uace0\ub824\ud588\uc73c\uba70, \uc131\uc778 \uc2e4\uc5c5\uc790 \uc911 3\ubd84\uc758 1\uc740 \uc774\ubbf8 \uc9c1\uc5c5 \uc7ac\uad50\uc721 \ud504\ub85c\uadf8\ub7a8 \uc774\ub098 \uc0c8\ub85c\uc6b4 \uad50\uc721 \uae30\ud68c\ub97c \ud1b5\ud574 \uc790\uc2e0\uc758 \uc2a4\ud0ac\uc744 \uc7ac\uc815\ube44\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \ucee8\ud0dd\uc13c\ud130 \ubc0f BPO(\ube44\uc988\ub2c8\uc2a4 \ud504\ub85c\uc138\uc2a4 \uc544\uc6c3\uc18c\uc2f1) \uc81c\uacf5\uc5c5\uccb4\uc758 \ud074\ub77c\uc774\uc5b8\ud2b8 \ub300\ubd80\ubd84\uc740 \uc5ec\uc804\ud788 \uc608\uc804\uc758 \ubcf4\uc0c1 \ubc0f \uac00\uaca9 \ucc45\uc815 \ubaa8\ub378\uc744 \uae30\ub300\ud569\ub2c8\ub2e4. \uc774\ub294 BPO\ub97c \uc555\ubc15\ud558\ub294 \uc694\uc778\uc774 \ub429\ub2c8\ub2e4.<\/p>\n

\ucee8\ud0dd\uc13c\ud130\ub294 \uace0\uc6a9 \uc2dc\uc7a5 \uacbd\uc7c1\ub825\uc744 \uc720\uc9c0\ud558\uae30 \uc704\ud574 \uc784\uae08\uacfc \ube44\uc6a9\uc744 \uc778\uc0c1\ud558\ub294 \ud55c\ud3b8, \uc5c5\uacc4 \uacbd\uc7c1\ub825\uc744 \uc720\uc9c0\ud558\uae30 \uc704\ud574 \uc11c\ube44\uc2a4 \uac00\uaca9\uc744 \ub0ae\uac8c \uc720\uc9c0\ud574\uc57c \ud558\ub294 \uc774\uc911\uace0\ub97c \uacaa\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uae30\uc5c5\uc758 \ucd5c\uc6b0\uc120 \uc21c\uc704\uac00 \ub41c \uc140\ud504 \uc11c\ube44\uc2a4<\/strong><\/h4>\n

\uace0\uac1d \ud1b5\ud654\uac00 \uc99d\uac00\ud558\uace0 \ud1b5\ud654\uc5d0 \uc751\ub300\ud574\uc57c \ud558\ub294 \uc0c1\ub2f4\uc0ac\uac00 \uc801\uc744\uc218\ub85d \ucee8\ud0dd\uc13c\ud130 \ucc98\ub9ac \ub2a5\ub825\uacfc \uc778\ubc14\uc6b4\ub4dc \ud1b5\ud654\ub7c9 \uac04\uc758 \uaca9\ucc28\uac00 \ucee4\uc9d1\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubb38\uc81c\ub97c \uc644\ud654\ud558\uae30 \uc704\ud574 \uc0c1\ub2f9\uc218\uc758 BPO\ub294 \uac00\uc7a5 \uc77c\ubc18\uc801\uc778 \ud1b5\ud654 \uc720\ud615\uc744 \uc790\ub3d9\ud654\ud558\ub294 ‘\uc140\ud504 \uc11c\ube44\uc2a4<\/a>‘ \uc194\ub8e8\uc158\uc744 \uc120\ud0dd\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d \uc11c\ube44\uc2a4 \ub9ac\ub354\uc758 80%\uac00 ‘\ucee8\ud0dd\uc13c\ud130 \uc9c0\uc6d0 \uc11c\ube44\uc2a4\uc758 \uc140\ud504 \uc11c\ube44\uc2a4 \ucc44\ub110 \uc804\ud658’\uc744 2021\ub144 \uae30\uc5c5\uc758 \ucd5c\uc6b0\uc120\uc21c\uc704 \uc911 \ud558\ub098\ub85c \uc9c0\uc815\ud588\uc2b5\ub2c8\ub2e4. \uadf8 \ub2e4\uc74c\uc73c\ub85c \u2018\uace0\uac1d \uc11c\ube44\uc2a4 \ud504\ub85c\uc138\uc2a4 \uc790\ub3d9\ud654\u2019\uac00 \ubf51\ud614\uc2b5\ub2c8\ub2e4. \ub2f9\uc5f0\ud55c \uacb0\uacfc\uc785\ub2c8\ub2e4. \uc790\ub3d9\ud654 \uc194\ub8e8\uc158\uc740 \ube44\uc6a9 \ud6a8\uc728\uc801\uc774\uba70, \uc778\ubc14\uc6b4\ub4dc \ud1b5\ud654\uc758 \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04\uc744 \ub2e8\ucd95\ud569\ub2c8\ub2e4. \uc774\ub294 \ube44\uc988\ub2c8\uc2a4\uc5d0 \ud070 \uc774\uc810\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n

\uae30\uc874\uc758 \uc74c\uc131 IVR \uc2dc\uc2a4\ud15c\uc5d0 \ucd94\uac00\ub418\ub294 \uc2dc\uac01\uc801 IVR<\/a> (\ub300\ud654\uc2dd \uc74c\uc131 \uc751\ub2f5)\uc140\ud504 \uc11c\ube44\uc2a4 \uc194\ub8e8\uc158\uc740 \ubaa8\ubc14\uc77c\uc5d0\uc11c\ub3c4 \uc190\uc27d\uac8c \uc774\uc6a9\ud560 \uc218 \uc788\uc73c\uba70, \uc77c\ubc18\uc801\uc778 \uc0ac\uc6a9 \uc0ac\ub840\ub97c \ud1b5\ud574 \ub9e4\ub825\uc801\uc778 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4. \ub530\ub77c\uc11c \ucee8\ud0dd\uc13c\ud130 \uc0c1\ub2f4\uc0ac\ub294 \uc790\uc2e0\uc774 \uc9c0\ub2cc \uc2a4\ud0ac\uacfc \uc804\ubb38 \uc9c0\uc2dd\uc774 \ub354 \ud070 \uac00\uce58\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\ub294 \ud544\uc694\ud55c \uc778\ud130\ub799\uc158\uc744 \ucc98\ub9ac\ud558\ub294 \ub370 \uc9d1\uc911\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc635\uc158\uc774 \uc81c\uacf5\ub418\uba74 \ubb38\uc758 \uace0\uac1d\uc758 25~40%\ub294 \uc2dc\uac01\uc801 IVR \uc140\ud504 \uc11c\ube44\uc2a4 \uc194\ub8e8\uc158\uc744 \uc120\ud0dd\ud569\ub2c8\ub2e4.<\/p>\n

\ub514\uc9c0\ud138 \uc140\ud504 \uc11c\ube44\uc2a4\ub85c \uc804\ud658 <\/strong><\/h4>\n

\ud32c\ub370\ubbf9 \uae30\uac04\uc5d0 \uc140\ud504 \uc11c\ube44\uc2a4 \uc194\ub8e8\uc158\uc744 \uc120\ud638\ud558\uac8c \ub41c \uc0ac\ub78c\ub4e4\uc740 \ucee8\ud0dd\uc13c\ud130 \ub9ac\ub354\ub9cc\uc774 \uc544\ub2d9\ub2c8\ub2e4. \uace0\uac1d \ub610\ud55c \ub514\uc9c0\ud138 \uc790\ub3d9\ud654\ub97c \uc6d0\ud569\ub2c8\ub2e4.<\/p>\n

\ucee8\uc124\ud305 \uc804\ubb38\ud68c\uc0ac\uc778 ‘\ub9e5\ud0a8\uc9c0(McKinsey)’<\/a>\uc5d0 \ub530\ub974\uba74, \ub514\uc9c0\ud138 \ucc44\ub110\uc744 \ucc98\uc74c \uc0ac\uc6a9\ud558\ub294 \uc0ac\ub78c\uc758 75%\uac00 \ud32c\ub370\ubbf9 \uc0c1\ud669\uc774 \ub9c8\ubb34\ub9ac\ub418\uace0 \ubaa8\ub4e0 \uac83\uc774 \uc815\uc0c1\ud654\ub410\uc744 \ub54c\uc5d0\ub3c4 \ub514\uc9c0\ud138 \ucc44\ub110\uc744 \uacc4\uc18d \uc0ac\uc6a9\ud560 \uac83\uc774\ub77c\uace0 \uc751\ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubc18\uc751\uc740 \ub514\uc9c0\ud138 \uc140\ud504 \uc11c\ube44\uc2a4\uc758 \ud1b5\ud654 \ucc98\ub9ac \uc2dc\uac04 \ub2e8\ucd95\uc5d0 \uae30\uc778\ud55c \uac83\uc73c\ub85c \ubcf4\uc785\ub2c8\ub2e4.<\/p>\n

\ud32c\ub370\ubbf9 \uae30\uac04\uc5d0 \ud1b5\ud654 \uc218\uac00 \uae09\uaca9\ud788 \uc99d\uac00\ud558\uba74\uc11c \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04(AHT)<\/a>\uc740 \ucd5c\ub300 6\ubd84\uc5d0\uc11c 10\ubd84 \uc774\uc0c1\uc73c\ub85c \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. \uc774\ud0c8\ub960\uc740 2%\uc5d0\uc11c 5%\ub85c, \ucd5c\ub300 10% \uc774\uc0c1\uc73c\ub85c \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. \uc8fc\ubb38 \ub610\ub294 \uacc4\uc815 \uad00\ub9ac \uc0c1\ud0dc \ud655\uc778\uacfc \uac19\uc774 \uac04\ub2e8\ud55c \ud1b5\ud654 \uc720\ud615\uc758 \uacbd\uc6b0, \uc774\ub97c \uc790\ub3d9\ud654\ud55c \uc140\ud504 \uc11c\ube44\uc2a4 \uc194\ub8e8\uc158\uc744 \uc0ac\uc6a9\ud558\uba74 \ud3c9\uade0 1~2\ubd84 \uc774\ub0b4\uc5d0 \uacb0\uacfc\ub97c \uc548\ub0b4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uae30\uc874\uc758 IVR \ubc0f \uc2e4\uc2dc\uac04 \uc0c1\ub2f4\uc0ac \uc778\ud130\ub799\uc158\uacfc \ube44\uad50\ud558\uba74 \ud6e8\uc52c \ube60\ub978 \uc18d\ub3c4\uc785\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d\uacfc \uc0c1\ub2f4\uc0ac \ubaa8\ub450\uc5d0\uac8c \uc88b\uc740 \uc790\ub3d9\ud654<\/strong><\/h4>\n

\uc77c\ubc18\uc801\uc73c\ub85c \ucee8\ud0dd\uc13c\ud130\uc5d0\uc11c \uc774\ub904\uc9c0\ub294 \ud1b5\ud654 \ubc0f \uc778\ud130\ub799\uc158\uc758 80%\ub294 20%\uc758 \ub3d9\uc77c\ud55c \ubb38\uc758 \uc720\ud615\uc5d0\uc11c \ubc1c\uc0dd\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc8fc\uc694 \uc0ac\uc6a9 \uc0ac\ub840\ub97c \ud601\uc2e0\ud55c\ub2e4\uba74 \uacbd\uc601\uc9c4\uc740 \ub514\uc9c0\ud138 \uace0\uac1d \uacbd\ud5d8\uc744 \ub354\uc6b1 \ube60\ub974\uac8c \uc2e4\ud604\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uc774\ub97c \uc790\ub3d9\ud654\ud558\uba74 \uace0\uac1d\uacfc \uc0c1\ub2f4\uc0ac \ubaa8\ub450 \ud3b8\ub9ac\ud574\uc9d1\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac\ub294 \ub098\uba38\uc9c0 \ubd80\ubd84\ub9cc \ucc98\ub9ac\ud558\uba74 \ub429\ub2c8\ub2e4.<\/p>\n

\uc77c\ubc18\uc801\uc778 \ud1b5\ud654\ub97c \uc2dc\uac01\uc801 IVR\uacfc \uac19\uc740 \ucca8\ub2e8 \uc140\ud504 \uc11c\ube44\uc2a4 \uc194\ub8e8\uc158\uc73c\ub85c \uc804\ud658\ud574 \ubcf4\uc2ed\uc2dc\uc624. \ucee8\ud0dd\uc13c\ud130 \uad00\ub9ac\uc790\ub294 \uc0c8\ub85c\uc6b4 \uc0c1\ub2f4\uc0ac\ub97c \ud22c\uc785\ud574\uc57c \ud558\ub294 \ubd80\ub2f4\uc744 \uc904\uc774\uace0, \uae09\uc99d\ud558\ub294 \uc778\ubc14\uc6b4\ub4dc \ud1b5\ud654\uc5d0 \ub300\uc751\ud558\uba70, \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04\uc744 \ub2e8\ucd95\ud558\uc5ec \uace0\uac1d \uacbd\ud5d8\uc744 \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc0c1\ub2f4\uc11d\uc758 \uc720\uc5f0\ud55c \ud655\uc7a5\ubd80\ud130 \uc7ac\ud0dd\uadfc\ubb34\uae4c\uc9c0 \ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd\uc13c\ud130\uc758 12\uac00\uc9c0 \uc7a5\uc810 \ube14\ub85c\uadf8 \uae30\uc0ac \uc77d\uae30<\/a><\/p>\n

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