{"id":33080,"date":"2017-12-12T06:00:18","date_gmt":"2017-12-12T05:00:18","guid":{"rendered":"https:\/\/enreach.es\/blog\/blogcom-ivr-et-pot-ajudar-implementar-nps\/"},"modified":"2022-06-23T13:50:26","modified_gmt":"2022-06-23T13:50:26","slug":"blogcom-ivr-et-pot-ajudar-implementar-nps","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/blogcom-ivr-et-pot-ajudar-implementar-nps\/","title":{"rendered":"Com un IVR et pot ajudar a implementar el NPS"},"content":{"rendered":"<p>Durant el primer trimestre de l&#8217;any, empreses de tot el m\u00f3n analitzen els principals indicadors dels seus negocis de l&#8217;any anterior. Un d\u2019ells \u00e9s la satisfacci\u00f3 dels clients. Avui en dia, s\u2019est\u00e0 estandarditzant i popularitzant l\u2019\u00fas del NPS (Net Promoter Score), un indicador que compta cada cop amb m\u00e9s eines online i multicanal per calcular-lo de forma constant i precisa. En aquest article t\u2019explicarem qu\u00e8 \u00e9s, amb quins canals innovadors el pots mesurar, per qu\u00e8 \u00e9s tan emprat per les empreses i com un IVR et pot ajudar a implementar el NPS.<\/p>\n<p>Introdu\u00efda per Frederick Reichheld en el seu article \u201cThe One Number You Need to Grow\u201d, publicat a la revista <em>Harvard Business Review<\/em> el 2003, el <strong>Net Promoter Score (NPS) <\/strong>\u00e9s una metodologia de mesurament de la fidelitat dels clients que constitueix una alternativa a les enquestes cl\u00e0ssiques de satisfacci\u00f3 i que es basa en una sola pregunta: <strong>\u201cFins a quin punt recomanaria aquesta marca, empresa, producte o servei als seus companys, familiars i amics?\u201d<\/strong>.<\/p>\n<p>Actualment, aquesta metodologia \u00e9s una de les m\u00e9s utilitzades per milers d\u2019empreses a tot el m\u00f3n per captar els inputs dels clients i <strong>esbrinar aix\u00ed quin \u00e9s el seu nivell de satisfacci\u00f3 (o recomanaci\u00f3) del 0 al 10<\/strong>. S\u2019ent\u00e9n que els usuaris que voten un 9 o un 10 s\u00f3n promotors de l\u2019empresa i aquells que aporten una valoraci\u00f3 del 0 al 6 en s\u00f3n els detractors (la resta s\u00f3n els anomenats \u201cpassius\u201d). El NPS \u00e9s la resta del percentatge de promotors menys el percentatge de detractors.<\/p>\n<p><strong>El n\u00famero de NPS obtingut \u00e9s el reflex de com est\u00e0 fent les coses una empresa des de la perspectiva dels clients<\/strong>. Quan el NPS puja significa que les coses s\u2019estan fent b\u00e9 i s\u2019est\u00e0 fidelitzant els client. Si, pel contrari, el NPS baixa vol dir que l\u2019organitzaci\u00f3 est\u00e0 fent alguna cosa malament, est\u00e0 perdent clients i aquests estan parlant malament de l\u2019empresa, marca, producte o servei.<\/p>\n<p>El m\u00e9s important del NPS \u00e9s que, despr\u00e9s de la valuosa informaci\u00f3 que proporcionen els clients arran de respondre a l\u2019\u00fanica pregunta de l\u2019enquesta, les empreses compten amb suficients dades per aconseguir m\u00e9s clients i fidelitzar-los m\u00e9s. El <strong>NPS<\/strong>, per tant, s\u2019ha convertit en un <strong>instrument de gesti\u00f3 de la satisfacci\u00f3 dels clients per a milers d\u2019empreses a tot el m\u00f3n<\/strong>.<\/p>\n<p>Entre molts dels avantatges que ofereix el NPS, un d\u2019ells \u00e9s que pot ser integrat en m\u00faltiples canals innovadors. D\u2019aquesta manera, amb totes les <strong>eines online i multicanal<\/strong>, les empreses poden obtenir aquesta informaci\u00f3 clau de forma senzilla mitjan\u00e7ant l\u2019enviament d\u2019un email, instal\u00b7lant un plug-in al teu web o app, interacci\u00f3 via xat, enquestes telef\u00f2niques, etc. Fa uns anys aix\u00f2 era impensable perqu\u00e8 les organitzacions necessitaven un ex\u00e8rcit d\u2019agents per fer-ho.<\/p>\n<p>La filosofia del NPS consisteix, per tant, en aplicar-la a tots els canals i de forma constant. Aix\u00ed, les organitzacions disposen d\u2019un <strong>indicador en temps real <\/strong>i poden <strong>saber en tot moment quin \u00e9s el NPS<\/strong>. D\u2019aquesta manera, les empreses poden mesurar un aspecte que fins ara no es mesurava: el grau de recomanaci\u00f3 d\u2019una empresa, marca, producte o servei; proporcionant tant dades quantitatives com qualitatives.<\/p>\n<p>El NPS tamb\u00e9 permet fer comparacions (\u201cbenchmarks\u201d) entre tipus d\u2019empreses i sector perqu\u00e8 s\u2019est\u00e0 fent en organitzacions de tot el m\u00f3n. Per tant, <strong>no nom\u00e9s permet la comparaci\u00f3 entre companyies, sin\u00f3 tamb\u00e9 l\u2019autocomparaci\u00f3 d\u2019una mateixa empresa amb xifres d\u2019altres anys<\/strong>. D\u2019aqu\u00ed tamb\u00e9 la seva import\u00e0ncia, ja que aquest indicador permet a les companyies millorar i corregir estrat\u00e8gies d\u2019atenci\u00f3 al client al moment.<\/p>\n<h5><strong>Com un IVR et pot ajudar a implementar el NPS<\/strong><\/h5>\n<p>Els <strong><a href=\"https:\/\/www.masvoz.cat\/software-ivr-avan%C3%A7at\/\">serveis IVR<\/a> <\/strong>permeten a les empreses optimitzar els seus recursos, obtenir en temps real els inputs dels clients i emmagatzemar-los per la seva posterior an\u00e0lisi, si \u00e9s necessari. Com? La tecnologia IVR fa possible que les empreses contactin de forma immediata amb els clients despr\u00e9s d\u2019atendre\u2019ls, donat que permet a les organitzacions <strong>automatitzar les trucades<\/strong> per mesurar la satisfacci\u00f3 dels clients mitjan\u00e7ant enquestes telef\u00f2niques de qualitat (valoraci\u00f3 del 0 al 10), superant aix\u00ed les defici\u00e8ncies dels m\u00e8todes tradicionals per mesurar la satisfacci\u00f3 dels usuaris.<\/p>\n<p>D\u2019altra banda, s\u2019ha de destacar que, a m\u00e9s de la valoraci\u00f3 del 0 al 10, <strong>la metodologia NPS afegeix una segona pregunta: <\/strong>\u201cQu\u00e8 haur\u00edem de millorar perqu\u00e8 ens valoris millor la propera vegada?\u201d, mitjan\u00e7ant la qual s\u2019obtenen respostes obertes i qualitatives. A trav\u00e9s dels canals online, aquesta pregunta es formula amb una casella. En el cas de l\u2019IVR, es pregunta per veu i la resposta de l\u2019usuari pot ser enregistrada gr\u00e0cies a la <strong>tecnologia Interactive Voice Response<\/strong>. D\u2019aquesta forma, les organitzacions poden accedir a totes les trucades enregistrades, escoltar qu\u00e8 opinen els seus clients i saber de primera m\u00e0 qu\u00e8 haurien de millorar.<\/p>\n<p>Sens dubte, en els \u00faltims anys el <strong>NPS <\/strong>ha aconseguit una gran popularitat entre les empreses, arribant a convertir-se, donada la seva expansi\u00f3, en pr\u00e0cticament un <strong>est\u00e0ndard de facto com a indicador en mat\u00e8ria de satisfacci\u00f3 i lleialtat dels clients<\/strong>. Tot aix\u00f2 degut a la seva precisi\u00f3 i a la facilitat d\u2019interpretaci\u00f3 de les m\u00e8triques obtingudes, fet que afavoreix la seva utilitzaci\u00f3 com a eina a tots els nivells dins d\u2019una organitzaci\u00f3.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Durant el primer trimestre de l&#8217;any, empreses de tot el m\u00f3n analitzen els principals indicadors dels seus negocis de l&#8217;any anterior. Un d\u2019ells \u00e9s la satisfacci\u00f3 dels clients. Avui en dia, s\u2019est\u00e0 estandarditzant i popularitzant l\u2019\u00fas del NPS (Net Promoter Score), un indicador que compta cada cop amb m\u00e9s eines online i multicanal per calcular-lo&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/blogcom-ivr-et-pot-ajudar-implementar-nps\/\" title=\"Read Com un IVR et pot ajudar a implementar el NPS\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33081,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33080","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Com un IVR et pot ajudar a implementar el NPS - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/blogcontact-center-inteligenteivr-te-puede-ayudar-implementar-nps\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com un IVR et pot ajudar a implementar el NPS - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Durant el primer trimestre de l&#8217;any, empreses de tot el m\u00f3n analitzen els principals indicadors dels seus negocis de l&#8217;any anterior. 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