{"id":33219,"date":"2018-06-26T10:18:15","date_gmt":"2018-06-26T08:18:15","guid":{"rendered":"https:\/\/enreach.es\/blog\/7-habilitats-basiques-agent-call-center-hauria-tenir\/"},"modified":"2022-06-23T13:50:43","modified_gmt":"2022-06-23T13:50:43","slug":"7-habilitats-basiques-agent-call-center-hauria-tenir","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/7-habilitats-basiques-agent-call-center-hauria-tenir\/","title":{"rendered":"7 habilitats b\u00e0siques que un agent de call center hauria de tenir"},"content":{"rendered":"

Alguns poden pensar que treballar en un call center o en un centre d\u2019atenci\u00f3 al client \u00e9s senzill. Hi ha qui considera que per aconseguir una feina com agent de call center, nom\u00e9s \u00e9s necessari agafar el tel\u00e8fon i atendre les trucades dels usuaris; per\u00f2, en realitat, es requereixen unes habilitats espec\u00edfiques per poder oferir un servei de qualitat i una experi\u00e8ncia de client \u00f2ptima.<\/p>\n

Segons Toky, ser un bon agent requereix quelcom m\u00e9s que bones habilitats de comunicaci\u00f3, parlar diversos idiomes o adaptar-se a una rutina de treball. De fet, els agents dels contact center<\/a> accepten la responsabilitat que durant el temps en qu\u00e8 estan parlant amb un client, representen a la seva empresa<\/strong> i s\u00f3n els \u00fanics responsables de donar-li a aquell client l\u2019atenci\u00f3 que necessita, resolent els seus dubtes i problemes i, m\u00e9s enll\u00e0 d\u2019aix\u00f2, podent fer d\u2019aquest contacte telef\u00f2nic una experi\u00e8ncia satisfact\u00f2ria.<\/p>\n

7 habilitats b\u00e0siques que un agent de servei al client hauria de tenir<\/strong><\/h5>\n

1.- Habilitats d\u2019aprenentatge:<\/strong> Un agent ha de tenir m\u00e9s que la capacitat d\u2019aprendre a usar el sistema del seu tel\u00e8fon, CRM, procediments o scripts<\/em>, entre d\u2019altres. Tamb\u00e9 \u00e9s important que aprengui la millor manera de respondre les preguntes dels clients. Con\u00e8ixer el seu producte i servei correctament pot marcar la difer\u00e8ncia<\/strong>. Tot i que pugui comptar amb bases de dades, documentaci\u00f3 o fins i tot amb l\u2019ajuda de supervisors, els clients es senten millor atesos quan un mateix agent \u00e9s capa\u00e7 de resoldre tots els seus dubtes, ja que estan conven\u00e7uts que estan parlant amb la persona adequada.<\/p>\n

2.- Paci\u00e8ncia i toler\u00e0ncia:<\/strong> Potser, aquesta \u00e9s una de les raons per les quals moltes persones renuncien a un lloc de feina com agent en un call center, ja que no totes estan capacitades per atendre amb calma a un client que no est\u00e0 satisfet i que de vegades pot ser groller. Per aix\u00f2, \u00e9s important que els agents aprenguin a mantenir la calma i tinguin les habilitats i recursos necessaris per atendre als clients dif\u00edcils. \u00c9s tamb\u00e9 en aquest tipus de situacions on els agents destaquen<\/strong>, ja que ells mateixos s\u00f3n capa\u00e7os de resoldre el problema i oferir la millor soluci\u00f3 al client.<\/p>\n

3.- Organitzaci\u00f3 i responsabilitat:<\/strong> \u00c9s molt important que els agents estiguin molt organitzats, preguin notes quan sigui necessari, registrin la informaci\u00f3 de cada contacte amb els seus clients i, en general, cre\u00efn una rutina de treball adequada i adaptada a les necessitats de l\u2019empresa. D\u2019aquesta manera, els agents realitzaran de forma \u00f2ptima la seva feina i milloraran la seva relaci\u00f3 amb la resta de l\u2019equip del call center, ja que evitaran situacions inc\u00f2modes pels seus companys com trobar informaci\u00f3 incorrecta en el CRM<\/strong> o en el software del centre de trucades o dades desactualitzades. A m\u00e9s, l\u2019organitzaci\u00f3 tamb\u00e9 ajudar\u00e0 a aquells agents que, per diferents motius, hagin de teletreballar.<\/p>\n

4.- Creativitat:<\/strong> No totes les situacions a les quals pot enfrontar-se un agent respondran a un mateix procediment o protocol ja establert en el call center. Aqu\u00ed \u00e9s on els agents han d\u2019aprofitar el coneixement adquirit, les bones relacions amb l\u2019equip o la intel\u00b7lig\u00e8ncia emocional per trobar la millor soluci\u00f3 pel client. \u00c9s important que els usuaris es sentin segurs a l\u2019hora de creure que han donat amb la persona adequada<\/strong>, alg\u00fa que comprengui la seva situaci\u00f3, els escolta i que els hi dedica el seu esfor\u00e7 per atendre\u2019ls adequadament.<\/p>\n

5.- Amabilitat:<\/strong> Els agents han de dir m\u00e9s que un \u201cBon dia\u201d i comprendre que a l\u2019altra banda de la l\u00ednia hi ha una persona que vol parlar amb un \u00e9sser hum\u00e0 i no amb alg\u00fa amb un gui\u00f3 ja apr\u00e8s. En aquest sentit l\u2019amabilitat es transmet a trav\u00e9s del conegut com a \u201csomriure telef\u00f2nic\u201d que, a m\u00e9s, permet a l\u2019agent mantenir una millor actitud durant tota la trucada telef\u00f2nica<\/strong> i oferir un servei de qualitat. D\u2019altra banda, aquesta amabilitat tamb\u00e9 pot ser un recurs de valor per millorar les condicions dels clients que tenen un problema amb el seu producte o servei.<\/p>\n

6.- Empatia:<\/strong> De vegades, els clients truquen a un call center enfadats perqu\u00e8 tenen un problema que necessita una soluci\u00f3 adequada. \u00c9s important que els agents es posin en el lloc dels clients per identificar les seves necessitats reals i establir aix\u00ed una comunicaci\u00f3 adequada<\/strong>. Els agents han de recordar que estan en el seu lloc de feina per oferir un servei al client i, per tant, han d\u2019ajudar a trobar una soluci\u00f3 als problemes o consultes dels usuaris.<\/p>\n

7.- Habilitats de comunicaci\u00f3:<\/strong> La pronunciaci\u00f3 adequada i la gram\u00e0tica s\u00f3n importants, per\u00f2 tamb\u00e9 ho \u00e9s un \u00fas apropiat del vocabulari segons el tipus de client que truqui al contact center. Aprendre a comunicar-se amb els clients correctament i parlar sobre un determinat producte o servei de forma totalment comprensible pels usuaris<\/strong> \u00e9s part del proc\u00e9s d\u2019aprenentatge com agent d\u2019un call center.<\/p>\n

En conclusi\u00f3, hi ha moltes habilitats que els agents adquiriran amb l\u2019experi\u00e8ncia, per\u00f2 aquestes set habilitats b\u00e0siques s\u00f3n un bon inici per aquells que desitgen ser bons representants de la seva marca i\/o empresa. Ser un bon agent en un contact center \u00e9s m\u00e9s que tenir excel\u00b7lents habilitats de comunicaci\u00f3 i aprendre com funciona un software de call center. Es tracta tamb\u00e9 d\u2019oferir experi\u00e8ncies de client altament satisfact\u00f2ries.<\/p>\n","protected":false},"excerpt":{"rendered":"

Alguns poden pensar que treballar en un call center o en un centre d\u2019atenci\u00f3 al client \u00e9s senzill. Hi ha qui considera que per aconseguir una feina com agent de call center, nom\u00e9s \u00e9s necessari agafar el tel\u00e8fon i atendre les trucades dels usuaris; per\u00f2, en realitat, es requereixen unes habilitats espec\u00edfiques per poder oferir… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28294,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33219","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n7 habilitats b\u00e0siques que un agent de call center hauria de tenir - 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\/7-habilidades-basicas-agente-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 habilitats b\u00e0siques que un agent de call center hauria de tenir - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Alguns poden pensar que treballar en un call center o en un centre d\u2019atenci\u00f3 al client \u00e9s senzill. Hi ha qui considera que per aconseguir una feina com agent de call center, nom\u00e9s \u00e9s necessari agafar el tel\u00e8fon i atendre les trucades dels usuaris; per\u00f2, en realitat, es requereixen unes habilitats espec\u00edfiques per poder oferir... 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