{"id":257156,"date":"2025-09-15T07:19:35","date_gmt":"2025-09-15T14:19:35","guid":{"rendered":"https:\/\/messengerbot.app\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/"},"modified":"2025-09-15T07:19:35","modified_gmt":"2025-09-15T14:19:35","slug":"cac-chi-so-kpi-thiet-yeu-cho-ho-tro-cntt-do-luong-thanh-cong-va-thuc-day-cai-tien-trong-cac-nhom-ho-tro-ky-thuat","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/vi\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/","title":{"rendered":"C\u00e1c KPI thi\u1ebft y\u1ebfu cho H\u1ed7 tr\u1ee3 CNTT: \u0110o l\u01b0\u1eddng th\u00e0nh c\u00f4ng v\u00e0 th\u00fac \u0111\u1ea9y c\u1ea3i ti\u1ebfn trong c\u00e1c \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/vi\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/\" data-essbisposttitle=\"Essential KPIs for IT Support: Measuring Success and Driving Improvement in Technical Support Teams\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>Nh\u1eefng \u0111i\u1ec3m ch\u00ednh<\/h2>\n<ul>\n<li>Hi\u1ec3u bi\u1ebft v\u1ec1 c\u00e1c ch\u1ec9 s\u1ed1 quan tr\u1ecdng <strong>KPI cho h\u1ed7 tr\u1ee3 CNTT<\/strong> l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 n\u00e2ng cao hi\u1ec7u su\u1ea5t v\u00e0 th\u00fac \u0111\u1ea9y c\u1ea3i ti\u1ebfn.<\/li>\n<li>C\u00e1c ch\u1ec9 s\u1ed1 ch\u00ednh nh\u01b0 <strong>Gi\u1ea3i quy\u1ebft cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean (FCR)<\/strong> v\u00e0 <strong>\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/strong> \u1ea3nh h\u01b0\u1edfng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li>Gi\u00e1m s\u00e1t <strong>Th\u1eddi gian gi\u1ea3i quy\u1ebft v\u00e9<\/strong> v\u00e0 <strong>Th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a m\u1ea1ng<\/strong> gi\u00fap \u0111\u1ea3m b\u1ea3o hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng v\u00e0 \u0111\u1ed9 tin c\u1eady.<\/li>\n<li>Tri\u1ec3n khai <strong>V\u00ed d\u1ee5 v\u1ec1 KPI cho h\u1ed7 tr\u1ee3 CNTT<\/strong> c\u00f3 th\u1ec3 h\u01b0\u1edbng d\u1eabn c\u00e1c quy\u1ebft \u0111\u1ecbnh v\u1ec1 nh\u00e2n s\u1ef1 v\u00e0 c\u1ea3i thi\u1ec7n ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c.<\/li>\n<li>Ph\u00e2n t\u00edch th\u01b0\u1eddng xuy\u00ean c\u00e1c KPI th\u00fac \u0111\u1ea9y m\u1ed9t v\u0103n h\u00f3a tr\u00e1ch nhi\u1ec7m v\u00e0 c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c trong c\u00e1c \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 CNTT.<\/li>\n<\/ul>\n<\/div>\n<p>Trong b\u1ed1i c\u1ea3nh k\u1ef9 thu\u1eadt s\u1ed1 nhanh ch\u00f3ng ng\u00e0y nay, vi\u1ec7c hi\u1ec3u bi\u1ebft v\u1ec1 <strong>KPI cho h\u1ed7 tr\u1ee3 CNTT<\/strong> l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111o l\u01b0\u1eddng th\u00e0nh c\u00f4ng v\u00e0 th\u00fac \u0111\u1ea9y c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c trong c\u00e1c \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt. B\u00e0i vi\u1ebft n\u00e0y s\u1ebd \u0111i s\u00e2u v\u00e0o c\u00e1c <strong>ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh cho h\u1ed7 tr\u1ee3 CNTT<\/strong>, cung c\u1ea5p nh\u1eefng hi\u1ec3u bi\u1ebft v\u1ec1 nh\u1eefng g\u00ec c\u1ea5u th\u00e0nh n\u00ean c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u qu\u1ea3 v\u00e0 c\u00e1ch ch\u00fang c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng trong c\u00e1c t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf. Ch\u00fang t\u00f4i s\u1ebd kh\u00e1m ph\u00e1 c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c nhau, bao g\u1ed3m vai tr\u00f2 v\u00e0 tr\u00e1ch nhi\u1ec7m c\u1ee7a m\u1ed9t <strong>nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT<\/strong>, th\u1ef1c ti\u1ec5n <strong>V\u00ed d\u1ee5 v\u1ec1 KPI cho h\u1ed7 tr\u1ee3 CNTT<\/strong>, v\u00e0 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c theo d\u00f5i <strong>KPI cho c\u00e1c v\u00e9 h\u1ed7 tr\u1ee3<\/strong> v\u00e0 <strong>KPI cho c\u00e1c d\u1ef1 \u00e1n h\u1ed7 tr\u1ee3<\/strong>. Ngo\u00e0i ra, ch\u00fang t\u00f4i s\u1ebd \u0111\u1ec1 c\u1eadp \u0111\u1ebfn c\u00e1ch \u0111o l\u01b0\u1eddng th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed9t chuy\u00ean gia h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt v\u00e0 t\u1ea7m quan tr\u1ecdng c\u1ee7a c\u00e1c KPI trong vi\u1ec7c n\u00e2ng cao t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u1eb7c bi\u1ec7t l\u00e0 trong c\u00e1c nh\u00f3m h\u1ed7 tr\u1ee3 tr\u00f2 chuy\u1ec7n v\u00e0 h\u1ed7 tr\u1ee3 \u1ee9ng d\u1ee5ng. \u0110\u1ebfn cu\u1ed1i b\u00e0i vi\u1ebft n\u00e0y, b\u1ea1n s\u1ebd c\u00f3 m\u1ed9t hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 <strong>KPI cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3<\/strong> v\u00e0 c\u00e1ch tri\u1ec3n khai nh\u1eefng ch\u1ec9 s\u1ed1 n\u00e0y m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 n\u00e2ng cao ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3 CNTT c\u1ee7a b\u1ea1n.<\/p>\n<h1>C\u00e1c KPI t\u1ed1t cho b\u1ed9 ph\u1eadn CNTT l\u00e0 g\u00ec?<\/h1>\n<h2>KPI cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT: Hi\u1ec3u bi\u1ebft v\u1ec1 Vai tr\u00f2 v\u00e0 Tr\u00e1ch nhi\u1ec7m<\/h2>\n<p>C\u00e1c Ch\u1ec9 s\u1ed1 Hi\u1ec7u su\u1ea5t Ch\u00ednh (KPI) cho c\u00e1c b\u1ed9 ph\u1eadn CNTT l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 v\u00e0 hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT. Nh\u1eefng ch\u1ec9 s\u1ed1 n\u00e0y gi\u00fap hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 m\u00e0 \u0111\u1ed9i ng\u0169 CNTT \u0111\u00e1p \u1ee9ng c\u00e1c m\u1ee5c ti\u00eau c\u1ee7a t\u1ed5 ch\u1ee9c v\u00e0 nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 KPI quan tr\u1ecdng m\u00e0 m\u1ecdi nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT n\u00ean t\u1eadp trung v\u00e0o:<\/p>\n<ol>\n<li><strong>Th\u1eddi gian gi\u1ea3i quy\u1ebft v\u00e9<\/strong>: \u0110o l\u01b0\u1eddng th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u00e9 h\u1ed7 tr\u1ee3 CNTT. Th\u1eddi gian gi\u1ea3i quy\u1ebft th\u1ea5p h\u01a1n cho th\u1ea5y kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 ph\u00e2n b\u1ed5 t\u00e0i nguy\u00ean hi\u1ec7u qu\u1ea3. Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a <a href=\"https:\/\/www.thinkhdi.com\" target=\"_blank\" rel=\"noopener\">HDI<\/a>, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 quy tr\u00ecnh gi\u1ea3i quy\u1ebft v\u00e9 hi\u1ec7u qu\u1ea3 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch \u0111\u00e1ng k\u1ec3.<\/li>\n<li><strong>Gi\u1ea3i quy\u1ebft cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean (FCR)<\/strong>: KPI n\u00e0y theo d\u00f5i t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u00e1c v\u1ea5n \u0111\u1ec1 h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean. T\u1ef7 l\u1ec7 FCR cao li\u00ean quan \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n v\u00e0 gi\u1ea3m chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng. Nghi\u00ean c\u1ee9u t\u1eeb <a href=\"https:\/\/www.servicedeskinstitute.com\" target=\"_blank\" rel=\"noopener\">Vi\u1ec7n D\u1ecbch v\u1ee5 H\u1ed7 tr\u1ee3<\/a> cho th\u1ea5y r\u1eb1ng c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 t\u1ef7 l\u1ec7 FCR tr\u00ean 70% th\u1ea5y m\u1ed1i t\u01b0\u01a1ng quan tr\u1ef1c ti\u1ebfp v\u1edbi l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li><strong>Satisfaction of Customers (CSAT)<\/strong>: Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 CNTT, th\u01b0\u1eddng th\u00f4ng qua c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t. M\u1ed9t \u0111i\u1ec3m CSAT tr\u00ean 80% \u0111\u01b0\u1ee3c coi l\u00e0 xu\u1ea5t s\u1eafc v\u00e0 ph\u1ea3n \u00e1nh kh\u1ea3 n\u0103ng c\u1ee7a b\u1ed9 ph\u1eadn CNTT trong vi\u1ec7c \u0111\u00e1p \u1ee9ng hi\u1ec7u qu\u1ea3 nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. <a href=\"https:\/\/www.theacsi.org\" target=\"_blank\" rel=\"noopener\">Ch\u1ec9 s\u1ed1 H\u00e0i l\u00f2ng Kh\u00e1ch h\u00e0ng M\u1ef9 (ACSI)<\/a> nh\u1ea5n m\u1ea1nh r\u1eb1ng c\u00e1c \u0111i\u1ec3m CSAT cao c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn t\u0103ng n\u0103ng su\u1ea5t v\u00e0 tinh th\u1ea7n l\u00e0m vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean.<\/li>\n<li><strong>Th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a m\u1ea1ng<\/strong>: KPI n\u00e0y \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m th\u1eddi gian m\u1ea1ng ho\u1ea1t \u0111\u1ed9ng v\u00e0 c\u00f3 s\u1eb5n cho ng\u01b0\u1eddi d\u00f9ng. M\u1ee5c ti\u00eau \u0111\u1ea1t 99.9% th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng l\u00e0 ti\u00eau chu\u1ea9n trong ng\u00e0nh, v\u00ec th\u1eddi gian ng\u1eebng ho\u1ea1t \u0111\u1ed9ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn t\u1ed5n th\u1ea5t n\u0103ng su\u1ea5t \u0111\u00e1ng k\u1ec3. Theo <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">Gartner<\/a>, chi ph\u00ed c\u1ee7a th\u1eddi gian ng\u1eebng ho\u1ea1t \u0111\u1ed9ng c\u00f3 th\u1ec3 l\u00ean \u0111\u1ebfn h\u00e0ng ngh\u00ecn \u0111\u00f4 la m\u1ed7i ph\u00fat, nh\u1ea5n m\u1ea1nh t\u1ea7m quan tr\u1ecdng c\u1ee7a ch\u1ec9 s\u1ed1 n\u00e0y.<\/li>\n<li><strong>\u0110\u1ed9 tr\u1ec5 M\u1ea1ng<\/strong>: \u0110i\u1ec1u n\u00e0y \u0111o l\u01b0\u1eddng th\u1eddi gian m\u00e0 d\u1eef li\u1ec7u m\u1ea5t \u0111\u1ec3 di chuy\u1ec3n qua m\u1ea1ng. \u0110\u1ed9 tr\u1ec5 th\u1ea5p l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 duy tr\u00ec hi\u1ec7u su\u1ea5t \u1ee9ng d\u1ee5ng, \u0111\u1eb7c bi\u1ec7t l\u00e0 cho c\u00e1c d\u1ecbch v\u1ee5 d\u1ef1a tr\u00ean \u0111\u00e1m m\u00e2y. M\u1ed9t b\u00e1o c\u00e1o t\u1eeb <a href=\"https:\/\/www.cisco.com\" target=\"_blank\" rel=\"noopener\">Cisco<\/a> cho th\u1ea5y r\u1eb1ng vi\u1ec7c gi\u1ea3m \u0111\u1ed9 tr\u1ec5 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng v\u00e0 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng.<\/li>\n<\/ol>\n<h2>V\u00ed d\u1ee5 KPI cho h\u1ed7 tr\u1ee3 CNTT: \u1ee8ng d\u1ee5ng th\u1ef1c t\u1ebf<\/h2>\n<p>Vi\u1ec7c tri\u1ec3n khai KPI cho h\u1ed7 tr\u1ee3 CNTT kh\u00f4ng ch\u1ec9 gi\u00fap theo d\u00f5i hi\u1ec7u su\u1ea5t m\u00e0 c\u00f2n cung c\u1ea5p nh\u1eefng th\u00f4ng tin c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng th\u1ef1c t\u1ebf c\u1ee7a KPI trong h\u1ed7 tr\u1ee3 CNTT:<\/p>\n<ul>\n<li><strong>KPI cho c\u00e1c v\u00e9 h\u1ed7 tr\u1ee3<\/strong>: Theo d\u00f5i s\u1ed1 l\u01b0\u1ee3ng v\u00e9 h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3 c\u00f3 th\u1ec3 gi\u00fap x\u00e1c \u0111\u1ecbnh xu h\u01b0\u1edbng v\u00e0 th\u1eddi \u0111i\u1ec3m cao \u0111i\u1ec3m cho c\u00e1c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3. D\u1eef li\u1ec7u n\u00e0y c\u00f3 th\u1ec3 th\u00f4ng b\u00e1o cho c\u00e1c quy\u1ebft \u0111\u1ecbnh v\u1ec1 nh\u00e2n s\u1ef1 v\u00e0 c\u1ea3i thi\u1ec7n ph\u00e2n b\u1ed5 t\u00e0i nguy\u00ean.<\/li>\n<li><strong>KPI cho c\u00e1c d\u1ef1 \u00e1n h\u1ed7 tr\u1ee3<\/strong>: \u0110o l\u01b0\u1eddng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a c\u00e1c d\u1ef1 \u00e1n h\u1ed7 tr\u1ee3 CNTT th\u00f4ng qua KPI nh\u01b0 th\u1eddi gian ho\u00e0n th\u00e0nh d\u1ef1 \u00e1n v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 n\u00e2ng cao th\u1ef1c ti\u1ec5n qu\u1ea3n l\u00fd d\u1ef1 \u00e1n. B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y, c\u00e1c ph\u00f2ng CNTT c\u00f3 th\u1ec3 tinh ch\u1ec9nh quy tr\u00ecnh c\u1ee7a h\u1ecd v\u00e0 mang l\u1ea1i k\u1ebft qu\u1ea3 t\u1ed1t h\u01a1n.<\/li>\n<li><strong>KPI cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3<\/strong>: \u0110\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u00e1 nh\u00e2n th\u00f4ng qua c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft v\u00e9 v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y v\u0103n h\u00f3a tr\u00e1ch nhi\u1ec7m v\u00e0 c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c trong \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3.<\/li>\n<li><strong>KPI cho qu\u1ea3n l\u00fd h\u1ed7 tr\u1ee3<\/strong>: C\u00e1c ch\u1ec9 s\u1ed1 l\u00e3nh \u0111\u1ea1o, ch\u1eb3ng h\u1ea1n nh\u01b0 n\u0103ng su\u1ea5t nh\u00f3m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a nh\u00e2n vi\u00ean, l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c qu\u1ea3n l\u00fd h\u1ed7 tr\u1ee3 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c \u0111\u1ed9i c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c \u0111\u1ed9ng vi\u00ean v\u00e0 hi\u1ec7u qu\u1ea3 trong vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 CNTT.<\/li>\n<\/ul>\n<p>K\u1ebft h\u1ee3p nh\u1eefng <a href=\"https:\/\/messengerbot.app\/vi\/#features\">t\u00ednh n\u0103ng c\u1ee7a KPI h\u1ed7 tr\u1ee3 CNTT<\/a> v\u00e0o chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn vi\u1ec7c c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 t\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. \u0110\u1ec3 c\u00f3 th\u00eam th\u00f4ng tin, h\u00e3y kh\u00e1m ph\u00e1 c\u00e1c <a href=\"https:\/\/messengerbot.app\/vi\/huong-dan-bot-messenger\/\">h\u01b0\u1edbng d\u1eabn v\u1ec1 h\u1ed7 tr\u1ee3 CNTT<\/a> ho\u1eb7c xem x\u00e9t m\u1ed9t <a href=\"https:\/\/messengerbot.app\/vi\/free-trial-offer\/\">b\u1ea3n d\u00f9ng th\u1eed mi\u1ec5n ph\u00ed cho c\u00e1c c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3<\/a> \u0111\u1ec3 xem ch\u00fang c\u00f3 th\u1ec3 mang l\u1ea1i l\u1ee3i \u00edch g\u00ec cho t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-172092.png\" alt=\"kpi cho h\u1ed7 tr\u1ee3 it\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>KPI t\u1ed1t cho B\u1ed9 ph\u1eadn CNTT l\u00e0 g\u00ec?<\/h2>\n<p>Hi\u1ec3u KPI \u0111\u00fang <strong>cho h\u1ed7 tr\u1ee3 CNTT<\/strong> l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a b\u1ed9 ph\u1eadn CNTT c\u1ee7a b\u1ea1n. Nh\u1eefng ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap theo d\u00f5i hi\u1ec7u su\u1ea5t m\u00e0 c\u00f2n h\u01b0\u1edbng d\u1eabn c\u00e1c quy\u1ebft \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c nh\u1eb1m n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 t\u1ed5ng th\u1ec3. B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o c\u00e1c ch\u1ec9 s\u1ed1 c\u1ee5 th\u1ec3, c\u00e1c nh\u00f3m h\u1ed7 tr\u1ee3 CNTT c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n v\u00e0 \u0111\u1ea3m b\u1ea3o h\u1ecd \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau c\u1ee7a t\u1ed5 ch\u1ee9c.<\/p>\n<h3>KPI cho Nh\u00e2n vi\u00ean H\u1ed7 tr\u1ee3 CNTT: Hi\u1ec3u R\u00f5 Vai Tr\u00f2 v\u00e0 Tr\u00e1ch Nhi\u1ec7m<\/h3>\n<p>Vai tr\u00f2 c\u1ee7a m\u1ed9t <strong>nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT<\/strong> l\u00e0 \u0111a d\u1ea1ng, bao g\u1ed3m nhi\u1ec1u tr\u00e1ch nhi\u1ec7m \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c d\u1ecbch v\u1ee5 CNTT. C\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT bao g\u1ed3m:<\/p>\n<ol>\n<li><strong>T\u1ef7 l\u1ec7 Gi\u1ea3i Quy\u1ebft Li\u00ean H\u1ec7 \u0110\u1ea7u Ti\u00ean (FCR)<\/strong>: KPI n\u00e0y \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ea7u ti\u00ean. M\u1ed9t FCR cao cho th\u1ea5y h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3 v\u00e0 c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng gia t\u0103ng. Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a H\u1ed9i \u0111\u1ed3ng Li\u00ean h\u1ec7 Kh\u00e1ch h\u00e0ng, vi\u1ec7c c\u1ea3i thi\u1ec7n FCR c\u00f3 th\u1ec3 n\u00e2ng cao \u0111\u00e1ng k\u1ec3 kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n<li><strong>Th\u1eddi Gian X\u1eed L\u00fd Trung B\u00ecnh (AHT)<\/strong>: AHT theo d\u00f5i th\u1eddi gian trung b\u00ecnh c\u1ea7n thi\u1ebft \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed9t v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng, bao g\u1ed3m th\u1eddi gian n\u00f3i chuy\u1ec7n v\u00e0 theo d\u00f5i. T\u1ed1i \u01b0u h\u00f3a AHT l\u00e0 r\u1ea5t quan tr\u1ecdng cho hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng. Nghi\u00ean c\u1ee9u t\u1eeb Vi\u1ec7n Qu\u1ea3n l\u00fd Kh\u00e1ch h\u00e0ng Qu\u1ed1c t\u1ebf cho th\u1ea5y AHT c\u00e2n b\u1eb1ng c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n c\u1ea3 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u0103ng su\u1ea5t c\u1ee7a nh\u00e2n vi\u00ean.<\/li>\n<li><strong>\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/strong>: Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi tr\u1ea3i nghi\u1ec7m h\u1ed7 tr\u1ee3, th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u0111o th\u00f4ng qua c\u00e1c kh\u1ea3o s\u00e1t sau t\u01b0\u01a1ng t\u00e1c. \u0110i\u1ec3m CSAT tr\u00ean 80 th\u01b0\u1eddng \u0111\u01b0\u1ee3c coi l\u00e0 xu\u1ea5t s\u1eafc. Ch\u1ec9 s\u1ed1 H\u00e0i l\u00f2ng Kh\u00e1ch h\u00e0ng M\u1ef9 (ACSI) cho th\u1ea5y r\u1eb1ng \u0111i\u1ec3m CSAT cao h\u01a1n c\u00f3 m\u1ed1i t\u01b0\u01a1ng quan v\u1edbi s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 doanh thu l\u1eb7p l\u1ea1i.<\/li>\n<\/ol>\n<p>C\u00e1c KPI n\u00e0y r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT v\u00e0 \u0111\u1ea3m b\u1ea3o h\u1ecd \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng c\u1ee7a c\u1ea3 t\u1ed5 ch\u1ee9c v\u00e0 kh\u00e1ch h\u00e0ng. \u0110\u1ec3 bi\u1ebft th\u00eam th\u00f4ng tin v\u1ec1 <a href=\"https:\/\/messengerbot.app\/vi\/#features\">t\u00ednh n\u0103ng c\u1ee7a KPI h\u1ed7 tr\u1ee3 CNTT<\/a>, h\u00e3y kh\u00e1m ph\u00e1 c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i.<\/p>\n<h3>V\u00ed d\u1ee5 KPI cho H\u1ed7 tr\u1ee3 CNTT: \u1ee8ng d\u1ee5ng Th\u1ef1c t\u1ebf<\/h3>\n<p>Tri\u1ec3n khai <strong>V\u00ed d\u1ee5 v\u1ec1 KPI cho h\u1ed7 tr\u1ee3 CNTT<\/strong> c\u00f3 th\u1ec3 cung c\u1ea5p nh\u1eefng hi\u1ec3u bi\u1ebft qu\u00fd gi\u00e1 v\u1ec1 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng th\u1ef1c ti\u1ec5n:<\/p>\n<ol>\n<li><strong>\u0110i\u1ec3m Kh\u00e1ch h\u00e0ng T\u0103ng c\u01b0\u1eddng (NPS)<\/strong>: NPS \u0111\u00e1nh gi\u00e1 s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch h\u1ecfi m\u1ee9c \u0111\u1ed9 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u d\u1ecbch v\u1ee5 cho ng\u01b0\u1eddi kh\u00e1c. NPS cao h\u01a1n ph\u1ea3n \u00e1nh uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u m\u1ea1nh m\u1ebd v\u00e0 s\u1ef1 \u1ee7ng h\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng. Theo Bain &amp; Company, c\u00e1c c\u00f4ng ty c\u00f3 \u0111i\u1ec3m NPS cao th\u01b0\u1eddng ph\u00e1t tri\u1ec3n nhanh h\u01a1n so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7.<\/li>\n<li><strong>Kh\u1ed1i l\u01b0\u1ee3ng v\u00e9<\/strong>: Gi\u00e1m s\u00e1t s\u1ed1 l\u01b0\u1ee3ng v\u00e9 h\u1ed7 tr\u1ee3 nh\u1eadn \u0111\u01b0\u1ee3c trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3 gi\u00fap x\u00e1c \u0111\u1ecbnh xu h\u01b0\u1edbng trong c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c. Ph\u00e2n t\u00edch kh\u1ed1i l\u01b0\u1ee3ng v\u00e9 c\u00f3 th\u1ec3 h\u01b0\u1edbng d\u1eabn c\u00e1c quy\u1ebft \u0111\u1ecbnh v\u1ec1 nh\u00e2n s\u1ef1 v\u00e0 nhu c\u1ea7u \u0111\u00e0o t\u1ea1o.<\/li>\n<li><strong>Th\u1eddi gian ph\u1ea3n h\u1ed3i<\/strong>: Ch\u1ec9 s\u1ed1 n\u00e0y theo d\u00f5i th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 ph\u1ea3n h\u1ed3i c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Th\u1eddi gian ph\u1ea3n h\u1ed3i nhanh l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0 \u0111\u01b0\u1ee3c nghi\u00ean c\u1ee9u b\u1edfi Zendesk, cho th\u1ea5y r\u1eb1ng ph\u1ea3n h\u1ed3i nhanh h\u01a1n d\u1eabn \u0111\u1ebfn t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng cao h\u01a1n.<\/li>\n<\/ol>\n<p>B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o nh\u1eefng KPI n\u00e0y, c\u00e1c b\u1ed9 ph\u1eadn CNTT c\u00f3 th\u1ec3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd \u0111\u00e1p \u1ee9ng hi\u1ec7u qu\u1ea3 nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. \u0110\u1ec3 bi\u1ebft th\u00eam h\u01b0\u1edbng d\u1eabn v\u1ec1 <a href=\"https:\/\/messengerbot.app\/vi\/huong-dan-bot-messenger\/\">h\u01b0\u1edbng d\u1eabn v\u1ec1 h\u1ed7 tr\u1ee3 CNTT<\/a>, h\u00e3y xem t\u00e0i nguy\u00ean c\u1ee7a ch\u00fang t\u00f4i.<\/p>\n<h2>KPI cho Nh\u00e2n vi\u00ean H\u1ed7 tr\u1ee3 CNTT: Hi\u1ec3u R\u00f5 Vai Tr\u00f2 v\u00e0 Tr\u00e1ch Nhi\u1ec7m<\/h2>\n<p>Trong l\u0129nh v\u1ef1c h\u1ed7 tr\u1ee3 CNTT, vai tr\u00f2 c\u1ee7a nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT l\u00e0 r\u1ea5t quan tr\u1ecdng. Nh\u1eefng chuy\u00ean gia n\u00e0y ch\u1ecbu tr\u00e1ch nhi\u1ec7m \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c v\u1ea5n \u0111\u1ec1 k\u1ef9 thu\u1eadt \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3, t\u1eeb \u0111\u00f3 duy tr\u00ec s\u1ef1 li\u00ean t\u1ee5c trong ho\u1ea1t \u0111\u1ed9ng. \u0110\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd, c\u1ea7n thi\u1ebft ph\u1ea3i thi\u1ebft l\u1eadp c\u00e1c <strong>cho h\u1ed7 tr\u1ee3 CNTT<\/strong> ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh. C\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT th\u01b0\u1eddng bao g\u1ed3m:<\/p>\n<ul>\n<li><strong>Th\u1eddi gian ph\u1ea3n h\u1ed3i:<\/strong> Ch\u1ec9 s\u1ed1 KPI n\u00e0y theo d\u00f5i th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3. Th\u1eddi gian ph\u1ea3n h\u1ed3i nhanh l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 duy tr\u00ec s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li><strong>T\u1ef7 l\u1ec7 Gi\u1ea3i quy\u1ebft Li\u00ean h\u1ec7 \u0110\u1ea7u ti\u00ean:<\/strong> Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ea7u ti\u00ean. T\u1ef7 l\u1ec7 cao h\u01a1n cho th\u1ea5y k\u1ef9 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 hi\u1ec7u qu\u1ea3.<\/li>\n<li><strong>\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT):<\/strong> Ph\u1ea3n h\u1ed3i th\u01b0\u1eddng xuy\u00ean t\u1eeb ng\u01b0\u1eddi d\u00f9ng gi\u00fap \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c cung c\u1ea5p, \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3.<\/li>\n<\/ul>\n<p>B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o nh\u1eefng KPI n\u00e0y, c\u00e1c nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh n\u1ed7 l\u1ef1c c\u1ee7a h\u1ecd v\u1edbi c\u00e1c m\u1ee5c ti\u00eau t\u1ed5 ch\u1ee9c, \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd \u0111\u00f3ng g\u00f3p t\u00edch c\u1ef1c v\u00e0o tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/p>\n<h3>V\u00ed d\u1ee5 KPI cho H\u1ed7 tr\u1ee3 CNTT: \u1ee8ng d\u1ee5ng Th\u1ef1c t\u1ebf<\/h3>\n<p>Tri\u1ec3n khai <strong>V\u00ed d\u1ee5 v\u1ec1 KPI cho h\u1ed7 tr\u1ee3 CNTT<\/strong> trong c\u00e1c t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf c\u00f3 th\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng th\u1ef1c ti\u1ec5n:<\/p>\n<ul>\n<li><strong>KPI cho V\u00e9 H\u1ed7 Tr\u1ee3:<\/strong> Theo d\u00f5i kh\u1ed1i l\u01b0\u1ee3ng v\u00e0 th\u1eddi gian gi\u1ea3i quy\u1ebft v\u00e9 h\u1ed7 tr\u1ee3 gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c xu h\u01b0\u1edbng v\u00e0 l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n. V\u00ed d\u1ee5, n\u1ebfu c\u00f3 s\u1ef1 gia t\u0103ng trong kh\u1ed1i l\u01b0\u1ee3ng v\u00e9 t\u01b0\u01a1ng quan v\u1edbi m\u1ed9t b\u1ea3n c\u1eadp nh\u1eadt ph\u1ea7n m\u1ec1m c\u1ee5 th\u1ec3, c\u00e1c bi\u1ec7n ph\u00e1p ch\u1ee7 \u0111\u1ed9ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c m\u1ed1i quan t\u00e2m c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li><strong>KPI cho D\u1ef1 \u00c1n H\u1ed7 Tr\u1ee3:<\/strong> \u0110o l\u01b0\u1eddng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a c\u00e1c d\u1ef1 \u00e1n h\u1ed7 tr\u1ee3 CNTT th\u00f4ng qua t\u1ef7 l\u1ec7 ho\u00e0n th\u00e0nh v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c s\u00e1ng ki\u1ebfn ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a t\u1ed5 ch\u1ee9c.<\/li>\n<li><strong>KPI cho Nh\u00e2n Vi\u00ean H\u1ed7 Tr\u1ee3:<\/strong> \u0110\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u00e1 nh\u00e2n th\u00f4ng qua c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 th\u1eddi gian gi\u1ea3i quy\u1ebft v\u00e9 v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a ng\u01b0\u1eddi d\u00f9ng th\u00fac \u0111\u1ea9y m\u1ed9t v\u0103n h\u00f3a tr\u00e1ch nhi\u1ec7m v\u00e0 c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c.<\/li>\n<\/ul>\n<p>B\u1eb1ng c\u00e1ch t\u1eadn d\u1ee5ng nh\u1eefng KPI n\u00e0y, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 n\u00e2ng cao kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 CNTT c\u1ee7a m\u00ecnh, cu\u1ed1i c\u00f9ng d\u1eabn \u0111\u1ebfn vi\u1ec7c c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. \u0110\u1ec3 bi\u1ebft th\u00eam th\u00f4ng tin v\u1ec1 c\u00e1c ch\u1ec9 s\u1ed1 h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3, h\u00e3y kh\u00e1m ph\u00e1 <a href=\"https:\/\/messengerbot.app\/vi\/#features\">t\u00ednh n\u0103ng c\u1ee7a KPI h\u1ed7 tr\u1ee3 CNTT<\/a> v\u00e0 <a href=\"https:\/\/messengerbot.app\/vi\/huong-dan-bot-messenger\/\">h\u01b0\u1edbng d\u1eabn v\u1ec1 h\u1ed7 tr\u1ee3 CNTT<\/a>.<\/p>\n<h2>B\u1ea1n \u0110o L\u01b0\u1eddng Th\u00e0nh C\u00f4ng Nh\u01b0 Th\u1ebf N\u00e0o V\u1edbi Vai Tr\u00f2 Chuy\u00ean Vi\u00ean H\u1ed7 Tr\u1ee3 K\u1ef9 Thu\u1eadt?<\/h2>\n<p>\u0110o l\u01b0\u1eddng th\u00e0nh c\u00f4ng v\u1edbi vai tr\u00f2 chuy\u00ean vi\u00ean h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt li\u00ean quan \u0111\u1ebfn vi\u1ec7c ph\u00e2n t\u00edch m\u1ed9t s\u1ed1 ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh (KPI) ph\u1ea3n \u00e1nh c\u1ea3 hi\u1ec7u qu\u1ea3 c\u1ee7a \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng ch\u1ec9 s\u1ed1 quan tr\u1ecdng nh\u1ea5t c\u1ea7n xem x\u00e9t:<\/p>\n<p>1. **\u0110i\u1ec3m s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)**: Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t sau c\u00e1c t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3. M\u1ed9t \u0111i\u1ec3m s\u1ed1 CSAT cao cho th\u1ea5y kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 nhanh ch\u00f3ng. Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Vi\u1ec7n Help Desk, m\u1ed9t \u0111i\u1ec3m s\u1ed1 CSAT tr\u00ean 80% \u0111\u01b0\u1ee3c coi l\u00e0 xu\u1ea5t s\u1eafc trong ng\u00e0nh h\u1ed7 tr\u1ee3 CNTT.<\/p>\n<p>2. **T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft l\u1ea7n \u0111\u1ea7u (FCR)**: FCR \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ea7u ti\u00ean v\u1edbi kh\u00e1ch h\u00e0ng. M\u1ed9t t\u1ef7 l\u1ec7 FCR cao l\u00e0 r\u1ea5t quan tr\u1ecdng v\u00ec n\u00f3 kh\u00f4ng ch\u1ec9 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n gi\u1ea3m chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng. Nghi\u00ean c\u1ee9u cho th\u1ea5y r\u1eb1ng c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 t\u1ef7 l\u1ec7 FCR t\u1eeb 70% tr\u1edf l\u00ean tr\u1ea3i qua s\u1ef1 c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3 v\u1ec1 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>3. **Th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh &amp; Th\u1eddi gian gi\u1ea3i quy\u1ebft trung b\u00ecnh**: Nh\u1eefng ch\u1ec9 s\u1ed1 n\u00e0y theo d\u00f5i t\u1ed1c \u0111\u1ed9 m\u00e0 c\u00e1c \u0111\u1ea1i l\u00fd h\u1ed7 tr\u1ee3 ph\u1ea3n h\u1ed3i v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. Th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh l\u00fd t\u01b0\u1edfng n\u00ean d\u01b0\u1edbi 1 gi\u1edd, trong khi th\u1eddi gian gi\u1ea3i quy\u1ebft trung b\u00ecnh n\u00ean \u0111\u01b0\u1ee3c t\u1ed1i thi\u1ec3u h\u00f3a \u0111\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3. Theo m\u1ed9t b\u00e1o c\u00e1o c\u1ee7a HDI, th\u1eddi gian gi\u1ea3i quy\u1ebft trung b\u00ecnh cho h\u1ed7 tr\u1ee3 CNTT n\u00ean d\u01b0\u1edbi 24 gi\u1edd \u0111\u1ec3 \u0111\u1ea1t hi\u1ec7u su\u1ea5t t\u1ed1i \u01b0u.<\/p>\n<p>4. **Chi Ph\u00ed M\u1ed7i V\u00e9**: Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u00e1nh gi\u00e1 t\u00ednh hi\u1ec7u qu\u1ea3 chi ph\u00ed c\u1ee7a c\u00e1c ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3 b\u1eb1ng c\u00e1ch t\u00ednh t\u1ed5ng chi ph\u00ed ph\u00e1t sinh \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed9t v\u00e9. Gi\u1eef cho chi ph\u00ed n\u00e0y th\u1ea5p trong khi duy tr\u00ec ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 cao l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft cho m\u1ed9t \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 th\u00e0nh c\u00f4ng. C\u00e1c ti\u00eau chu\u1ea9n ng\u00e0nh cho th\u1ea5y chi ph\u00ed m\u1ed7i v\u00e9 d\u01b0\u1edbi $15 l\u00e0 l\u00fd t\u01b0\u1edfng cho nhi\u1ec1u t\u1ed5 ch\u1ee9c.<\/p>\n<p>5. **S\u1ed1 Li\u00ean H\u1ec7 Nh\u1eadn \u0110\u01b0\u1ee3c**: Theo d\u00f5i s\u1ed1 l\u01b0\u1ee3ng y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 nh\u1eadn \u0111\u01b0\u1ee3c c\u00f3 th\u1ec3 gi\u00fap \u0111\u00e1nh gi\u00e1 kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c v\u00e0 hi\u1ec7u qu\u1ea3 c\u1ee7a \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3. Ph\u00e2n t\u00edch xu h\u01b0\u1edbng trong s\u1ed1 li\u00ean h\u1ec7 nh\u1eadn \u0111\u01b0\u1ee3c c\u0169ng c\u00f3 th\u1ec3 cung c\u1ea5p th\u00f4ng tin v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 l\u1eb7p l\u1ea1i c\u00f3 th\u1ec3 c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft th\u00f4ng qua t\u00e0i li\u1ec7u ho\u1eb7c \u0111\u00e0o t\u1ea1o \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n.<\/p>\n<p>Vi\u1ec7c t\u00edch h\u1ee3p c\u00e1c c\u00f4ng c\u1ee5 nh\u01b0 Messenger Bot c\u00f3 th\u1ec3 n\u00e2ng cao c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y b\u1eb1ng c\u00e1ch cung c\u1ea5p ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c cho c\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 CSAT v\u00e0 FCR. B\u1eb1ng c\u00e1ch t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c t\u01b0\u01a1ng t\u00e1c ban \u0111\u1ea7u, c\u00e1c chuy\u00ean gia h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p h\u01a1n, d\u1eabn \u0111\u1ebfn hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3 t\u1ed1t h\u01a1n.<\/p>\n<h3>KPI cho Nh\u00e2n Vi\u00ean H\u1ed7 Tr\u1ee3: \u0110\u00e1nh Gi\u00e1 Hi\u1ec7u Su\u1ea5t<\/h3>\n<p>Khi \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3, m\u1ed9t s\u1ed1 KPI l\u00e0 c\u1ea7n thi\u1ebft \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng \u0111\u1ed9i ng\u0169 ho\u1ea1t \u0111\u1ed9ng t\u1ed1i \u01b0u. C\u00e1c KPI n\u00e0y bao g\u1ed3m:<\/p>\n<p>\u2013 **T\u1ef7 L\u1ec7 Gi\u1ea3i Quy\u1ebft V\u00e9**: Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m v\u00e9 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft b\u1edfi m\u1ed7i nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3. T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft cao h\u01a1n cho th\u1ea5y k\u1ef9 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n<p>\u2013 **Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5**: \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 th\u00f4ng qua ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c \u0111\u00e1nh gi\u00e1 n\u1ed9i b\u1ed9 v\u1ec1 c\u00e1c t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3. C\u00e1c \u0111\u00e1nh gi\u00e1 \u0111\u1ecbnh k\u1ef3 gi\u00fap duy tr\u00ec ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 cao.<\/p>\n<p>\u2013 **Ch\u1ec9 s\u1ed1 \u0111\u00e0o t\u1ea1o v\u00e0 ph\u00e1t tri\u1ec3n**: Theo d\u00f5i ti\u1ebfn \u0111\u1ed9 c\u1ee7a nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 th\u00f4ng qua c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o c\u00f3 th\u1ec3 cho th\u1ea5y s\u1ef1 s\u1eb5n s\u00e0ng c\u1ee7a h\u1ecd \u0111\u1ec3 x\u1eed l\u00fd c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p h\u01a1n. KPI n\u00e0y \u0111\u1ea3m b\u1ea3o r\u1eb1ng \u0111\u1ed9i ng\u0169 lu\u00f4n c\u1ea3i thi\u1ec7n.<\/p>\n<p>\u2013 **\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a nh\u00e2n vi\u00ean**: Nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 h\u1ea1nh ph\u00fac th\u01b0\u1eddng c\u00f3 n\u0103ng su\u1ea5t cao h\u01a1n. C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t \u0111\u1ecbnh k\u1ef3 c\u00f3 th\u1ec3 gi\u00fap \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/p>\n<p>B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o c\u00e1c KPI n\u00e0y, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 t\u1ea1o ra m\u1ed9t m\u00f4i tr\u01b0\u1eddng h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3 h\u01a1n kh\u00f4ng ch\u1ec9 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n n\u00e2ng cao s\u1ef1 g\u1eafn b\u00f3 c\u1ee7a nh\u00e2n vi\u00ean.<\/p>\n<h3>KPI cho Qu\u1ea3n l\u00fd H\u1ed7 tr\u1ee3: Ch\u1ec9 s\u1ed1 L\u00e3nh \u0111\u1ea1o v\u00e0 Qu\u1ea3n l\u00fd<\/h3>\n<p>\u0110\u1ed1i v\u1edbi c\u00e1c qu\u1ea3n l\u00fd h\u1ed7 tr\u1ee3, c\u00e1c KPI c\u1ee5 th\u1ec3 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a \u0111\u1ed9i ng\u0169 v\u00e0 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng. C\u00e1c ch\u1ec9 s\u1ed1 ch\u00ednh bao g\u1ed3m:<\/p>\n<p>\u2013 **Ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t \u0111\u1ed9i ng\u0169**: \u0110i\u1ec1u n\u00e0y bao g\u1ed3m hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3 c\u1ee7a \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3, bao g\u1ed3m th\u1eddi gian gi\u1ea3i quy\u1ebft trung b\u00ecnh v\u00e0 \u0111i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>\u2013 **T\u1ef7 l\u1ec7 nh\u00e2n vi\u00ean ngh\u1ec9 vi\u1ec7c**: T\u1ef7 l\u1ec7 ngh\u1ec9 vi\u1ec7c cao c\u00f3 th\u1ec3 cho th\u1ea5y c\u00e1c v\u1ea5n \u0111\u1ec1 trong \u0111\u1ed9i ng\u0169 ho\u1eb7c qu\u1ea3n l\u00fd. Theo d\u00f5i t\u1ef7 l\u1ec7 n\u00e0y gi\u00fap hi\u1ec3u r\u00f5 v\u1ec1 vi\u1ec7c gi\u1eef ch\u00e2n v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a nh\u00e2n vi\u00ean.<\/p>\n<p>\u2013 **Hi\u1ec7u qu\u1ea3 \u0111\u00e0o t\u1ea1o**: \u0110\u00e1nh gi\u00e1 t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o \u0111\u1ebfn hi\u1ec7u su\u1ea5t \u0111\u1ed9i ng\u0169 c\u00f3 th\u1ec3 gi\u00fap c\u00e1c qu\u1ea3n l\u00fd tinh ch\u1ec9nh c\u00e1c ph\u01b0\u01a1ng ph\u00e1p c\u1ee7a h\u1ecd v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c trang b\u1ecb t\u1ed1t \u0111\u1ec3 x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>\u2013 **Tu\u00e2n th\u1ee7 ng\u00e2n s\u00e1ch**: Theo d\u00f5i chi ph\u00ed so v\u1edbi ng\u00e2n s\u00e1ch \u0111\u01b0\u1ee3c ph\u00e2n b\u1ed5 cho \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng t\u00e0i nguy\u00ean \u0111ang \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng hi\u1ec7u qu\u1ea3.<\/p>\n<p>B\u1eb1ng c\u00e1ch t\u1eadn d\u1ee5ng nh\u1eefng KPI n\u00e0y, c\u00e1c qu\u1ea3n l\u00fd h\u1ed7 tr\u1ee3 c\u00f3 th\u1ec3 d\u1eabn d\u1eaft \u0111\u1ed9i ng\u0169 c\u1ee7a h\u1ecd hi\u1ec7u qu\u1ea3 h\u01a1n, \u0111\u1ea3m b\u1ea3o c\u1ea3 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u00e0nh c\u00f4ng trong ho\u1ea1t \u0111\u1ed9ng.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/09\/kpi-for-it-support-213346.png\" alt=\"kpi cho h\u1ed7 tr\u1ee3 it\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>KPI trong l\u0129nh v\u1ef1c CNTT l\u00e0 g\u00ec?<\/h2>\n<p>Ch\u1ec9 s\u1ed1 Hi\u1ec7u su\u1ea5t Ch\u00ednh (KPI) trong l\u0129nh v\u1ef1c CNTT l\u00e0 m\u1ed9t gi\u00e1 tr\u1ecb c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng cho th\u1ea5y t\u1ed5 ch\u1ee9c \u0111ang \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau kinh doanh ch\u00ednh nh\u01b0 th\u1ebf n\u00e0o. KPI l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c ch\u1ee9c n\u0103ng v\u00e0 s\u00e1ng ki\u1ebfn CNTT kh\u00e1c nhau, cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh th\u00f4ng minh d\u1ef1a tr\u00ean nh\u1eefng hi\u1ec3u bi\u1ebft t\u1eeb d\u1eef li\u1ec7u. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 kh\u00eda c\u1ea1nh quan tr\u1ecdng c\u1ee7a KPI trong l\u0129nh v\u1ef1c CNTT:<\/p>\n<ul>\n<li><strong>\u0110\u1ecbnh ngh\u0129a v\u00e0 T\u1ea7m quan tr\u1ecdng<\/strong>: KPI l\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 c\u1ee5 th\u1ec3 gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c \u0111\u00e1nh gi\u00e1 s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a h\u1ecd trong vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau. Kh\u00e1c v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1 chung, KPI \u0111\u01b0\u1ee3c ch\u1ecdn l\u1ef1a m\u1ed9t c\u00e1ch chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c m\u1ee5c ti\u00eau kinh doanh, khi\u1ebfn ch\u00fang tr\u1edf n\u00ean quan tr\u1ecdng cho vi\u1ec7c qu\u1ea3n l\u00fd hi\u1ec7u su\u1ea5t.<\/li>\n<li><strong>C\u00e1c lo\u1ea1i KPI trong CNTT<\/strong>:\n<ul>\n<li><strong>KPI V\u1eadn h\u00e0nh<\/strong>: \u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c ho\u1ea1t \u0111\u1ed9ng CNTT, ch\u1eb3ng h\u1ea1n nh\u01b0 th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ec7 th\u1ed1ng, th\u1eddi gian ph\u1ea3n h\u1ed3i s\u1ef1 c\u1ed1 v\u00e0 t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft c\u1ee7a trung t\u00e2m d\u1ecbch v\u1ee5.<\/li>\n<li><strong>KPI D\u1ef1 \u00e1n<\/strong>: \u0110\u00e1nh gi\u00e1 s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a c\u00e1c d\u1ef1 \u00e1n CNTT, bao g\u1ed3m t\u1ef7 l\u1ec7 ho\u00e0n th\u00e0nh d\u1ef1 \u00e1n, tu\u00e2n th\u1ee7 ng\u00e2n s\u00e1ch v\u00e0 s\u1eed d\u1ee5ng t\u00e0i nguy\u00ean.<\/li>\n<li><strong>C\u00e1c ch\u1ec9 s\u1ed1 KPI t\u00e0i ch\u00ednh<\/strong>: \u0110\u00e1nh gi\u00e1 s\u1ee9c kh\u1ecfe t\u00e0i ch\u00ednh c\u1ee7a c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 CNTT, ch\u1eb3ng h\u1ea1n nh\u01b0 t\u1ef7 su\u1ea5t ho\u00e0n v\u1ed1n (ROI), t\u1ed5ng chi ph\u00ed s\u1edf h\u1eefu (TCO) v\u00e0 chi ph\u00ed m\u1ed7i giao d\u1ecbch.<\/li>\n<\/ul>\n<\/li>\n<li><strong>V\u00ed d\u1ee5 v\u1ec1 c\u00e1c ch\u1ec9 s\u1ed1 KPI CNTT ph\u1ed5 bi\u1ebfn<\/strong>:\n<ul>\n<li><strong>T\u00ednh kh\u1ea3 d\u1ee5ng c\u1ee7a h\u1ec7 th\u1ed1ng<\/strong>: T\u1ef7 l\u1ec7 th\u1eddi gian h\u1ec7 th\u1ed1ng ho\u1ea1t \u0111\u1ed9ng v\u00e0 c\u00f3 s\u1eb5n.<\/li>\n<li><strong>Th\u1eddi gian s\u1eeda ch\u1eefa trung b\u00ecnh (MTTR)<\/strong>: Th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1.<\/li>\n<li><strong>\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng<\/strong>: Ph\u1ea3n h\u1ed3i t\u1eeb ng\u01b0\u1eddi d\u00f9ng v\u1ec1 c\u00e1c d\u1ecbch v\u1ee5 CNTT, th\u01b0\u1eddng \u0111\u01b0\u1ee3c thu th\u1eadp th\u00f4ng qua c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t.<\/li>\n<\/ul>\n<\/li>\n<li><strong>Thi\u1ebft l\u1eadp KPI Hi\u1ec7u qu\u1ea3<\/strong>: \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o KPI c\u00f3 t\u00e1c \u0111\u1ed9ng, ch\u00fang c\u1ea7n ph\u1ea3i SMART: C\u1ee5 th\u1ec3, \u0110o l\u01b0\u1eddng \u0111\u01b0\u1ee3c, C\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c, Li\u00ean quan v\u00e0 C\u00f3 th\u1eddi h\u1ea1n. Khung n\u00e0y gi\u00fap t\u1ea1o ra c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t r\u00f5 r\u00e0ng v\u00e0 c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng.<\/li>\n<li><strong>S\u1eed d\u1ee5ng KPI cho C\u1ea3i ti\u1ebfn Li\u00ean t\u1ee5c<\/strong>: Vi\u1ec7c th\u01b0\u1eddng xuy\u00ean xem x\u00e9t v\u00e0 ph\u00e2n t\u00edch KPI cho ph\u00e9p c\u00e1c ph\u00f2ng IT x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n, t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/li>\n<\/ul>\n<h3>KPI cho H\u1ed7 tr\u1ee3 Chat: N\u00e2ng cao T\u01b0\u01a1ng t\u00e1c Kh\u00e1ch h\u00e0ng<\/h3>\n<p>Trong l\u0129nh v\u1ef1c h\u1ed7 tr\u1ee3 IT, \u0111\u1eb7c bi\u1ec7t l\u00e0 trong h\u1ed7 tr\u1ee3 chat, KPI \u0111\u00f3ng vai tr\u00f2 then ch\u1ed1t trong vi\u1ec7c n\u00e2ng cao t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. KPI h\u1ed7 tr\u1ee3 chat hi\u1ec7u qu\u1ea3 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3 tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 KPI thi\u1ebft y\u1ebfu c\u1ea7n xem x\u00e9t:<\/p>\n<ul>\n<li><strong>Th\u1eddi gian Ph\u1ea3n h\u1ed3i \u0110\u1ea7u ti\u00ean<\/strong>: Th\u1eddi gian trung b\u00ecnh m\u00e0 m\u1ed9t nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 m\u1ea5t \u0111\u1ec3 ph\u1ea3n h\u1ed3i m\u1ed9t y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Th\u1eddi gian ph\u1ea3n h\u1ed3i ng\u1eafn h\u01a1n th\u01b0\u1eddng t\u01b0\u01a1ng quan v\u1edbi s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li><strong>T\u1ef7 l\u1ec7 Gi\u1ea3i quy\u1ebft Chat<\/strong>: T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u00e1c t\u01b0\u01a1ng t\u00e1c chat gi\u1ea3i quy\u1ebft th\u00e0nh c\u00f4ng v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean. T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft cao cho th\u1ea5y h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3.<\/li>\n<li><strong>\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/strong>: M\u1ed9t th\u01b0\u1edbc \u0111o tr\u1ef1c ti\u1ebfp v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c thu th\u1eadp th\u00f4ng qua c\u00e1c kh\u1ea3o s\u00e1t sau tr\u00f2 chuy\u1ec7n, cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c cung c\u1ea5p.<\/li>\n<\/ul>\n<h3>KPI cho Nh\u00f3m H\u1ed7 tr\u1ee3 \u1ee8ng d\u1ee5ng: \u0110\u1ea3m b\u1ea3o \u0110\u1ed9 tin c\u1eady c\u1ee7a Ph\u1ea7n m\u1ec1m<\/h3>\n<p>Nh\u00f3m h\u1ed7 tr\u1ee3 \u1ee9ng d\u1ee5ng r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 duy tr\u00ec \u0111\u1ed9 tin c\u1eady v\u00e0 hi\u1ec7u su\u1ea5t c\u1ee7a ph\u1ea7n m\u1ec1m. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c KPI ch\u00ednh c\u00f3 th\u1ec3 gi\u00fap \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a h\u1ecd:<\/p>\n<ul>\n<li><strong>Th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a \u1ee8ng d\u1ee5ng<\/strong>: T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m th\u1eddi gian m\u00e0 c\u00e1c \u1ee9ng d\u1ee5ng ho\u1ea1t \u0111\u1ed9ng v\u00e0 s\u1eb5n s\u00e0ng cho ng\u01b0\u1eddi d\u00f9ng. Th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng cao l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng tin v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li><strong>Kh\u1ed1i l\u01b0\u1ee3ng s\u1ef1 c\u1ed1<\/strong>: S\u1ed1 l\u01b0\u1ee3ng s\u1ef1 c\u1ed1 \u0111\u01b0\u1ee3c b\u00e1o c\u00e1o trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3. Theo d\u00f5i KPI n\u00e0y gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c xu h\u01b0\u1edbng v\u00e0 l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/li>\n<li><strong>Th\u1eddi gian Gi\u1ea3i quy\u1ebft (TTR)<\/strong>: Th\u1eddi gian trung b\u00ecnh c\u1ea7n \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 li\u00ean quan \u0111\u1ebfn \u1ee9ng d\u1ee5ng. Gi\u1ea3m TTR c\u00f3 th\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng v\u00e0 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng.<\/li>\n<\/ul>\n<h2>KPI trong l\u0129nh v\u1ef1c CNTT l\u00e0 g\u00ec?<\/h2>\n<p>Trong l\u0129nh v\u1ef1c CNTT, Ch\u1ec9 s\u1ed1 Hi\u1ec7u su\u1ea5t Ch\u00ednh (KPI) l\u00e0 m\u1ed9t gi\u00e1 tr\u1ecb c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng cho th\u1ea5y t\u1ed5 ch\u1ee9c \u0111ang \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau kinh doanh ch\u00ednh nh\u01b0 th\u1ebf n\u00e0o. KPIs cho h\u1ed7 tr\u1ee3 CNTT r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c ph\u00f2ng ban CNTT v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c m\u1ee5c ti\u00eau kinh doanh r\u1ed9ng h\u01a1n. B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o c\u00e1c ch\u1ec9 s\u1ed1 c\u1ee5 th\u1ec3, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 n\u00e2ng cao d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 CNTT, c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed1i \u01b0u h\u00f3a ho\u1ea1t \u0111\u1ed9ng. Hi\u1ec3u \u0111\u00fang c\u00e1c KPI cho h\u1ed7 tr\u1ee3 CNTT c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh t\u1ed1t h\u01a1n v\u00e0 ph\u00e2n b\u1ed5 t\u00e0i nguy\u00ean hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n<h3>KPI cho h\u1ed7 tr\u1ee3 tr\u00f2 chuy\u1ec7n: N\u00e2ng cao T\u01b0\u01a1ng t\u00e1c Kh\u00e1ch h\u00e0ng<\/h3>\n<p>M\u1ed9t trong nh\u1eefng KPI quan tr\u1ecdng nh\u1ea5t cho h\u1ed7 tr\u1ee3 tr\u00f2 chuy\u1ec7n l\u00e0 <strong>Th\u1eddi gian Ph\u1ea3n h\u1ed3i \u0110\u1ea7u ti\u00ean (FRT)<\/strong>. Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng th\u1eddi gian m\u00e0 m\u1ed9t \u0111\u1ea1i di\u1ec7n h\u1ed7 tr\u1ee3 c\u1ea7n \u0111\u1ec3 ph\u1ea3n h\u1ed3i m\u1ed9t y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng qua tr\u00f2 chuy\u1ec7n. Th\u1eddi gian ph\u1ea3n h\u1ed3i ng\u1eafn h\u01a1n cho th\u1ea5y \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3 h\u01a1n, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n c\u1ee7a kh\u00e1ch h\u00e0ng. Th\u00eam v\u00e0o \u0111\u00f3, vi\u1ec7c theo d\u00f5i <strong>\u0110i\u1ec3m H\u00e0i l\u00f2ng Tr\u00f2 chuy\u1ec7n (CSS)<\/strong> gi\u00fap \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 m\u00e0 \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 \u0111\u00e1p \u1ee9ng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng trong c\u00e1c t\u01b0\u01a1ng t\u00e1c tr\u00f2 chuy\u1ec7n. Vi\u1ec7c tri\u1ec3n khai c\u00e1c KPI n\u00e0y c\u00f3 th\u1ec3 n\u00e2ng cao \u0111\u00e1ng k\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 t\u1ed5ng th\u1ec3.<\/p>\n<h3>KPI cho \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 \u1ee9ng d\u1ee5ng: \u0110\u1ea3m b\u1ea3o \u0110\u1ed9 tin c\u1eady Ph\u1ea7n m\u1ec1m<\/h3>\n<p>\u0110\u1ed1i v\u1edbi m\u1ed9t \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 \u1ee9ng d\u1ee5ng, c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh t\u1eadp trung v\u00e0o \u0111\u1ed9 tin c\u1eady v\u00e0 hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c \u1ee9ng d\u1ee5ng ph\u1ea7n m\u1ec1m. C\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 <strong>Th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a \u1ee8ng d\u1ee5ng<\/strong> v\u00e0 <strong>Th\u1eddi gian Gi\u1ea3i quy\u1ebft S\u1ef1 c\u1ed1<\/strong> l\u00e0 r\u1ea5t quan tr\u1ecdng. Th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a \u1ee9ng d\u1ee5ng \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m th\u1eddi gian ph\u1ea7n m\u1ec1m ho\u1ea1t \u0111\u1ed9ng v\u00e0 c\u00f3 s\u1eb5n cho ng\u01b0\u1eddi d\u00f9ng, trong khi Th\u1eddi gian gi\u1ea3i quy\u1ebft s\u1ef1 c\u1ed1 theo d\u00f5i t\u1ed1c \u0111\u1ed9 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1. B\u1eb1ng c\u00e1ch theo d\u00f5i c\u00e1c KPI n\u00e0y, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c \u1ee9ng d\u1ee5ng c\u1ee7a h\u1ecd ho\u1ea1t \u0111\u1ed9ng tr\u01a1n tru, cu\u1ed1i c\u00f9ng d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n. Vi\u1ec7c xem x\u00e9t th\u01b0\u1eddng xuy\u00ean c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y cho ph\u00e9p c\u00e1c nh\u00f3m x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n v\u00e0 n\u00e2ng cao chi\u1ebfn l\u01b0\u1ee3c h\u1ed7 tr\u1ee3 c\u1ee7a h\u1ecd.<\/p>\n<h2>C\u00e1c KPI t\u1ed1t cho b\u1ed9 ph\u1eadn CNTT l\u00e0 g\u00ec?<\/h2>\n<p>C\u00e1c Ch\u1ec9 s\u1ed1 Hi\u1ec7u su\u1ea5t Ch\u00ednh (KPI) cho m\u1ed9t b\u1ed9 ph\u1eadn CNTT l\u00e0 nh\u1eefng ch\u1ec9 s\u1ed1 thi\u1ebft y\u1ebfu gi\u00fap \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 v\u00e0 hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3 CNTT. C\u00e1c KPI t\u1ed1t n\u00ean ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c m\u1ee5c ti\u00eau t\u1ed5 ch\u1ee9c v\u00e0 cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 hi\u1ec7u su\u1ea5t. M\u1ed9t s\u1ed1 KPI hi\u1ec7u qu\u1ea3 bao g\u1ed3m:<\/p>\n<ul>\n<li><strong>Th\u1eddi gian ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean:<\/strong> \u0110o l\u01b0\u1eddng th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 ph\u1ea3n h\u1ed3i m\u1ed9t v\u00e9 h\u1ed7 tr\u1ee3, ph\u1ea3n \u00e1nh hi\u1ec7u qu\u1ea3 c\u1ee7a \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 CNTT.<\/li>\n<li><strong>Th\u1eddi gian gi\u1ea3i quy\u1ebft:<\/strong> Theo d\u00f5i th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1, cho th\u1ea5y hi\u1ec7u qu\u1ea3 c\u1ee7a quy tr\u00ecnh h\u1ed7 tr\u1ee3.<\/li>\n<li><strong>\u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT):<\/strong> Thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb ng\u01b0\u1eddi d\u00f9ng sau t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd v\u1edbi s\u1ef1 h\u1ed7 tr\u1ee3 nh\u1eadn \u0111\u01b0\u1ee3c.<\/li>\n<li><strong>Kh\u1ed1i l\u01b0\u1ee3ng v\u00e9:<\/strong> Theo d\u00f5i s\u1ed1 l\u01b0\u1ee3ng v\u00e9 h\u1ed7 tr\u1ee3 nh\u1eadn \u0111\u01b0\u1ee3c trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3, gi\u00fap x\u00e1c \u0111\u1ecbnh xu h\u01b0\u1edbng v\u00e0 kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c.<\/li>\n<li><strong>T\u1ef7 l\u1ec7 leo thang:<\/strong> \u0110o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u00e1c v\u00e9 c\u1ea7n \u0111\u01b0\u1ee3c leo thang l\u00ean c\u00e1c c\u1ea5p h\u1ed7 tr\u1ee3 cao h\u01a1n, cho th\u1ea5y \u0111\u1ed9 ph\u1ee9c t\u1ea1p c\u1ee7a c\u00e1c v\u1ea5n \u0111\u1ec1 g\u1eb7p ph\u1ea3i.<\/li>\n<\/ul>\n<h3>KPI cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT: Hi\u1ec3u bi\u1ebft v\u1ec1 Vai tr\u00f2 v\u00e0 Tr\u00e1ch nhi\u1ec7m<\/h3>\n<p>M\u1ed9t nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c duy tr\u00ec hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ea1 t\u1ea7ng CNTT c\u1ee7a t\u1ed5 ch\u1ee9c. C\u00e1c tr\u00e1ch nhi\u1ec7m ch\u00ednh bao g\u1ed3m:<\/p>\n<ul>\n<li><strong>H\u1ed7 tr\u1ee3 K\u1ef9 thu\u1eadt:<\/strong> Cung c\u1ea5p h\u1ed7 tr\u1ee3 cho c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ea7n c\u1ee9ng v\u00e0 ph\u1ea7n m\u1ec1m, \u0111\u1ea3m b\u1ea3o th\u1eddi gian ng\u1eebng ho\u1ea1t \u0111\u1ed9ng t\u1ed1i thi\u1ec3u.<\/li>\n<li><strong>Gi\u00e1m s\u00e1t H\u1ec7 th\u1ed1ng:<\/strong> Th\u01b0\u1eddng xuy\u00ean ki\u1ec3m tra hi\u1ec7u su\u1ea5t v\u00e0 b\u1ea3o m\u1eadt h\u1ec7 th\u1ed1ng \u0111\u1ec3 ch\u1ee7 \u0111\u1ed9ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ti\u1ec1m \u1ea9n.<\/li>\n<li><strong>\u0110\u00e0o t\u1ea1o Ng\u01b0\u1eddi d\u00f9ng:<\/strong> Gi\u00e1o d\u1ee5c nh\u00e2n vi\u00ean v\u1ec1 c\u00e1c c\u00f4ng c\u1ee5 CNTT v\u00e0 c\u00e1c th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t \u0111\u1ec3 n\u00e2ng cao n\u0103ng su\u1ea5t.<\/li>\n<li><strong>T\u00e0i li\u1ec7u:<\/strong> Duy tr\u00ec h\u1ed3 s\u01a1 ch\u00ednh x\u00e1c v\u1ec1 c\u00e1c v\u00e9 h\u1ed7 tr\u1ee3 v\u00e0 gi\u1ea3i ph\u00e1p \u0111\u1ec3 c\u1ea3i thi\u1ec7n ph\u1ea3n h\u1ed3i trong t\u01b0\u01a1ng lai.<\/li>\n<\/ul>\n<p>C\u00e1c KPI hi\u1ec7u qu\u1ea3 cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 CNTT bao g\u1ed3m c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft v\u00e9 v\u00e0 \u0111i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, gi\u00fap \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a h\u1ecd v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/p>\n<h3>V\u00ed d\u1ee5 KPI cho h\u1ed7 tr\u1ee3 CNTT: \u1ee8ng d\u1ee5ng th\u1ef1c t\u1ebf<\/h3>\n<p>Vi\u1ec7c tri\u1ec3n khai KPI trong h\u1ed7 tr\u1ee3 CNTT c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng c\u1ea3i ti\u1ebfn \u0111\u00e1ng k\u1ec3 trong vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng th\u1ef1c t\u1ebf:<\/p>\n<ul>\n<li><strong>Ph\u00e2n t\u00edch v\u00e9 h\u1ed7 tr\u1ee3:<\/strong> B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch kh\u1ed1i l\u01b0\u1ee3ng v\u00e9 v\u00e0 th\u1eddi gian gi\u1ea3i quy\u1ebft, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c kho\u1ea3ng th\u1eddi gian cao \u0111i\u1ec3m v\u00e0 ph\u00e2n b\u1ed5 t\u00e0i nguy\u00ean cho ph\u00f9 h\u1ee3p.<\/li>\n<li><strong>T\u00edch h\u1ee3p ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng:<\/strong> S\u1eed d\u1ee5ng \u0111i\u1ec3m CSAT \u0111\u1ec3 tinh ch\u1ec9nh quy tr\u00ecnh h\u1ed7 tr\u1ee3 v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li><strong>Ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o:<\/strong> Ph\u00e1t tri\u1ec3n \u0111\u00e0o t\u1ea1o d\u1ef1a tr\u00ean c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ed5 bi\u1ebfn \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh th\u00f4ng qua ph\u00e2n t\u00edch v\u00e9, d\u1eabn \u0111\u1ebfn th\u1eddi gian gi\u1ea3i quy\u1ebft gi\u1ea3m.<\/li>\n<\/ul>\n<p>C\u00e1c v\u00ed d\u1ee5 KPI n\u00e0y cho h\u1ed7 tr\u1ee3 CNTT kh\u00f4ng ch\u1ec9 gi\u00fap theo d\u00f5i hi\u1ec7u su\u1ea5t m\u00e0 c\u00f2n th\u00fac \u0111\u1ea9y v\u0103n h\u00f3a c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c trong b\u1ed9 ph\u1eadn CNTT.<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/vi\/essential-kpis-for-it-support-measuring-success-and-driving-improvement-in-technical-support-teams\/\" data-essbisPostTitle=\"Essential KPIs for IT Support: Measuring Success and Driving Improvement in Technical Support Teams\" data-essbisHoverContainer=\"\"><p>Key Takeaways Understanding essential KPIs for IT support is crucial for enhancing performance and driving improvement. Key metrics like First Call Resolution (FCR) and Customer Satisfaction Score (CSAT) significantly impact user satisfaction. Monitoring Ticket Resolution Time and Network Uptime helps ensure operational efficiency and reliability. Implementing KPI examples for IT support can guide staffing decisions [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":257155,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","rank_math_title":"","rank_math_description":"","rank_math_focus_keyword":"","rank_math_canonical_url":"","rank_math_robots":"","rank_math_facebook_title":"","rank_math_facebook_description":"","rank_math_twitter_title":"","rank_math_twitter_description":""},"categories":[31],"tags":[],"class_list":["post-257156","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/posts\/257156","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/comments?post=257156"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/posts\/257156\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/media\/257155"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/media?parent=257156"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/categories?post=257156"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/vi\/wp-json\/wp\/v2\/tags?post=257156"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}