{"id":33190,"date":"2018-05-10T07:07:43","date_gmt":"2018-05-10T05:07:43","guid":{"rendered":"https:\/\/enreach.es\/blog\/10-factors-considerar-per-definir-les-metriques-clau-dels-call-center\/"},"modified":"2022-06-23T13:50:38","modified_gmt":"2022-06-23T13:50:38","slug":"10-factors-considerar-per-definir-les-metriques-clau-dels-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/10-factors-considerar-per-definir-les-metriques-clau-dels-call-center\/","title":{"rendered":"10 factors a considerar per definir les m\u00e8triques clau dels call center"},"content":{"rendered":"

El m\u00f3n dels negocis est\u00e0 impulsat pels n\u00fameros. El mesurament de resultats \u00e9s especialment important en el sector de l\u2019atenci\u00f3 al client. Donada la necessitat de quantificar el rendiment i l\u2019execuci\u00f3 en els call center, les m\u00e8triques juguen un paper clau tant en el disseny com en l\u2019avaluaci\u00f3 dels contact center. CCW Digital, en el seu informe \u2018Performance & Metrics\u2019, revela 10 factors a considerar per definir les m\u00e8triques clau dels call center.<\/p>\n

Per a les organitzacions d\u2019avui en dia, les omissions de mesurament m\u00e9s comunes inclouen la prefer\u00e8ncia de canal (no mesurada en un 63%), la personalitzaci\u00f3 (51%) i l\u2019esfor\u00e7 del client (51%)<\/strong>.<\/p>\n

D\u2019una banda, \u00e9s comprensible per qu\u00e8 aquests tres factors estan absents de moltes estrat\u00e8gies de mesurament del rendiment. Segons l\u2019informe, la \u201cprefer\u00e8ncia de canal\u201d no \u00e9s un \u201cresultat\u201d convencional, mentre que la personalitzaci\u00f3 i l\u2019esfor\u00e7 poden ser dif\u00edcils de rastrejar.<\/p>\n

D\u2019altra banda, aquests tres factors s\u00f3n especialment importants en els entorns actuals dels centres de contacte, ja que representen la \u201crevoluci\u00f3 omnicanal\u201d i \u201cl\u2019era de centricitat del client\u201d<\/strong>. Per tant, complir amb les prefer\u00e8ncies del canal de cada client representa un imperatiu empresarial crucial. Si les organitzacions no poden involucrar als clients en els canals en qu\u00e8 volen participar, corren el risc de paralitzar la seva capacitat de satisfer a aquells clients. A m\u00e9s, limiten l\u2019optimitzaci\u00f3 del viatge de l\u2019experi\u00e8ncia del client.<\/p>\n

10 factors a considerar per definir les m\u00e8triques clau dels call center<\/strong><\/h5>\n

1.- Donat que vivim en plena \u201crevoluci\u00f3 omnicanal\u201d, els call center haurien de mesurar les prefer\u00e8ncies dels canals de contacte dels clients<\/strong>. Malgrat aix\u00f2, actualment, un 63% de les organitzacions no estan mesurant aquestes prefer\u00e8ncies.<\/p>\n

2.- Molts contact center no tenen la idea de mesurament de personalitzaci\u00f3 i esfor\u00e7: menys del 50% de les organitzacions tenen m\u00e8triques per aquests elements importants en l\u2019experi\u00e8ncia del client<\/strong>.<\/p>\n

3.- La qualificaci\u00f3 de satisfacci\u00f3 del client (CSAT), la qualitat de resoluci\u00f3 de les consultes i la satisfacci\u00f3 de l\u2019agent s\u00f3n m\u00e8triques clau pels call center el 2018<\/strong>.<\/p>\n

4.- Aproximadament tres quartes parts de les organitzacions creuen que els diferents canals de contacte han de tenir els seus propis indicadors clau d\u2019execuci\u00f3<\/strong> (KPIs).<\/p>\n

5.- Les organitzacions no creuen que tinguin problemes quan es tracta de col\u00b7laboraci\u00f3 entre iguals, lideratge a nivell de supervisor o monitoreig. D\u2019altra banda, consideren que la integraci\u00f3 del sistema, les bases de coneixement i la veu de l\u2019estrat\u00e8gia del client s\u00f3n les principals prioritats per<\/strong> millorar el rendiment dels call center<\/strong><\/a>.<\/p>\n

6.- La reducci\u00f3 de l\u2019esfor\u00e7 del client \u00e9s la prioritat n\u00famero 1 en l\u2019experi\u00e8ncia de client pel 2018<\/strong>, i els centres de contacte creuen que els comentaris dels clients, la capacitaci\u00f3 dels agents i el comprom\u00eds digital s\u00f3n les claus per aconseguir aquest objectiu.<\/p>\n

7.- La necessitat de repetir informaci\u00f3, l\u2019autoservei dif\u00edcil i la informaci\u00f3 inexacta o inconsistent s\u00f3n les principals fonts de frustraci\u00f3 dels clients. D\u2019altra banda, les principals fonts de frustraci\u00f3 dels agents s\u00f3n les tecnologies desconnectades, lentes i dif\u00edcils.<\/p>\n

8.- Gaireb\u00e9 dos ter\u00e7os de les organitzacions aprofitaran l\u2019automatitzaci\u00f3 per millorar els processos interns<\/strong>.<\/p>\n

9.- Hi ha 5 passos per augmentar les m\u00e8triques orientades al client amb intel\u00b7lig\u00e8ncia artificial<\/strong>: identificant les necessitats, establint els objectius, iniciant la tecnologia, preparant-se per l\u2019impacte i aprofitant les oportunitats addicionals.<\/p>\n

10.- Els grans call centers veuen l\u2019omnicanalitat, l\u2019an\u00e0lisi, l\u2019optimitzaci\u00f3 de la for\u00e7a de treball i l\u2019automatitzaci\u00f3 com armes en lloc de c\u00e0rregues. L\u2019autenticaci\u00f3 automatitzada pot augmentar la seguretat, reduir l\u2019esfor\u00e7 del client, augmentar la personalitzaci\u00f3 i disminuir els costos del centre de contacte<\/strong>.<\/p>\n

Mentre que la satisfacci\u00f3 del client representa una m\u00e8trica priorit\u00e0ria pel 75% de les organitzacions<\/strong>, la lleialtat del client representa una prioritat pel 52%<\/strong> d\u2019elles. La lleialtat del client \u00e9s una extensi\u00f3 de la satisfacci\u00f3 del client m\u00e9s valuosa i m\u00e9s \u00e0mplia. Revela fins a quin punt els clients realitzaran compres repetides i s\u2019abstenen de canviar a la compet\u00e8ncia. Al no tractar la m\u00e8trica com una prioritat, el 48% de les empreses estan, parcialment, descartant aquesta import\u00e0ncia.<\/p>\n

En conclusi\u00f3, segons l\u2019informe<\/a> de CCW Digital, els mesuraments intermedis exerciran un paper clau en el diagn\u00f2stic del rendiment, la identificaci\u00f3 de reptes i el descobriment d\u2019oportunitats. Revelaran que els resultats del \u201cper qu\u00e8\u201d estan on estan ara i quins passos pot seguir per aconseguir millores en l\u2019atenci\u00f3 del client en el futur.<\/p>\n","protected":false},"excerpt":{"rendered":"

El m\u00f3n dels negocis est\u00e0 impulsat pels n\u00fameros. El mesurament de resultats \u00e9s especialment important en el sector de l\u2019atenci\u00f3 al client. Donada la necessitat de quantificar el rendiment i l\u2019execuci\u00f3 en els call center, les m\u00e8triques juguen un paper clau tant en el disseny com en l\u2019avaluaci\u00f3 dels contact center. CCW Digital, en el… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28612,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33190","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n10 factors a considerar per definir les m\u00e8triques clau dels call center - 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\/10-factores-considerar-definir-las-metricas-clave-los-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 factors a considerar per definir les m\u00e8triques clau dels call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El m\u00f3n dels negocis est\u00e0 impulsat pels n\u00fameros. 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