{"id":33255,"date":"2018-09-04T07:58:27","date_gmt":"2018-09-04T05:58:27","guid":{"rendered":"https:\/\/enreach.es\/blog\/6-qualitats-dun-bon-lider-dun-centre-datencio-al-client\/"},"modified":"2022-06-23T13:50:50","modified_gmt":"2022-06-23T13:50:50","slug":"6-qualitats-dun-bon-lider-dun-centre-datencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-qualitats-dun-bon-lider-dun-centre-datencio-al-client\/","title":{"rendered":"6 qualitats d\u2019un bon l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client"},"content":{"rendered":"<p>Els gerents o supervisors d\u2019un centre de trucades han d\u2019anar m\u00e9s enll\u00e0 de les seves tasques di\u00e0ries i han de ser capa\u00e7os de treballar, inspirar i motivar al seu equip perqu\u00e8 rendeixi al m\u00e0xim de les seves capacitats. Segons els experts, la funci\u00f3 d\u2019un l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client sobrepassa la simple gesti\u00f3 dels seus deures diaris i ha de fomentar un ambient de treball positiu en el qual els agents confi\u00efn i respectin la seva presa de decisions.<\/p>\n<p>Tot i que s\u00f3n moltes les caracter\u00edstiques que formen part del perfil d\u2019un l\u00edder d\u2019un call center efectiu, existeixen sis qualitats principals que aquest necessita per tenir \u00e8xit en la seva feina, aix\u00ed com per ser apreciat i respectat pels empleats.<\/p>\n<h5><strong>6 qualitats d\u2019un bon l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client<\/strong><strong>\u00a0<\/strong><\/h5>\n<ol>\n<li>\n<h5><strong> Capacitat de lideratge<\/strong><\/h5>\n<\/li>\n<\/ol>\n<p>Una de les caracter\u00edstiques m\u00e9s importants d\u2019un aut\u00e8ntic l\u00edder d\u2019un contact center \u00e9s, per suposat, la capacitat de liderar, inspirant als empleats a complir les seves metes. Amb les altes taxes de rotaci\u00f3 de personal en els centres d\u2019atenci\u00f3 al client, <strong>els supervisors han de ser capa\u00e7os de motivar als agents i promoure una cultura de treball en equip<\/strong>.<\/p>\n<p>Aix\u00ed mateix, un bon supervisor d\u2019un call center ha de promoure una bona \u00e8tica de treball i ha de tenir temps per atendre les peticions del seu equip. Actualment, \u00e9s m\u00e9s important que mai tenir l\u00edders forts que fomentin el comprom\u00eds dels agents i cre\u00efn un ambient de treball motivador.<\/p>\n<ol start=\"2\">\n<li>\n<h5><strong> Ser capa\u00e7 de construir relacions<\/strong><\/h5>\n<\/li>\n<\/ol>\n<p>Un bon l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client ha de ser capa\u00e7 de construir relacions amb els treballadors, ja que <strong>la construcci\u00f3 de relacions fomenta el treball en equip, crea un ambient de treball positiu i augmenta la productivitat<\/strong>.<\/p>\n<p>Dedicar el temps i l\u2019esfor\u00e7 necessaris per desenvolupar relacions amb els agents ajudar\u00e0 a qu\u00e8 l\u2019entorn de treball millori, donat que el supervisor comprendr\u00e0 millor als empleats.<\/p>\n<ol start=\"3\">\n<li>\n<h5><strong> Desenvolupament continu d\u2019habilitats<\/strong><\/h5>\n<\/li>\n<\/ol>\n<p>Perqu\u00e8 un <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\/supervisors\">centre d\u2019atenci\u00f3 al client<\/a> <\/strong>funcioni correctament \u00e9s necessari que tot l\u2019equip treballi en conjunt per complir els objectius i els terminis. Per aix\u00f2, una de les caracter\u00edstiques m\u00e9s essencials d\u2019un bon supervisor d\u2019un call center \u00e9s la capacitat de buscar formes per millorar les seves habilitats i les de tot l\u2019equip.<\/p>\n<p>Adaptar les formacions regulars a les necessitats dels agents i resoldre els problemes a mesura que sorgeixen ajudar\u00e0 a l\u2019equip a centrar-se en el desenvolupament d\u2019habilitats fonamentals per realitzar la seva feina de manera satisfact\u00f2ria.<\/p>\n<p>D\u2019aquesta forma, <strong>els empleats milloraran en la seva feina i el que \u00e9s m\u00e9s important, els clients experimentaran nivells m\u00e9s alts de satisfacci\u00f3<\/strong>.<\/p>\n<ol start=\"4\">\n<li>\n<h5><strong> Ser organitzat<\/strong><\/h5>\n<\/li>\n<\/ol>\n<p>Els supervisors dels call center han d\u2019estar incre\u00efblement organitzats. <strong>Han de ser capa\u00e7os de lidiar amb m\u00faltiples tasques, atendre les necessitats dels empleats i intervenir per ajudar amb el servei al client<\/strong>, segons sigui necessari. Mantenir l\u2019organitzaci\u00f3 ajudar\u00e0 a reduir els errors i a mantenir un correcte funcionament del contact center sense problemes.<\/p>\n<p>Tamb\u00e9 servir\u00e0 com a bon exemple pels agents del centre de trucades que necessiten estar organitzats per treballar de manera eficient i oferir als clients un servei excepcional.<\/p>\n<ol start=\"5\">\n<li>\n<h5><strong> Ser resolutiu <\/strong><\/h5>\n<\/li>\n<\/ol>\n<p>Un dels avantatges de treballar en un call center \u00e9s que no hi ha dos dies iguals. Tots els dies s\u2019ha de fer front a noves situacions i demandes per part dels clients.<\/p>\n<p>Una de les caracter\u00edstiques m\u00e9s demandades d\u2019un aut\u00e8ntic l\u00edder d\u2019un centre de trucades \u00e9s que pugui <strong>adaptar-se a aquestes noves situacions i dirigir-les sense una crisi<\/strong>, ja que \u00e9s el que el definir\u00e0 com un supervisor efectiu o inefica\u00e7.<\/p>\n<ol start=\"6\">\n<li>\n<h5><strong> Ser accessible<\/strong><\/h5>\n<\/li>\n<\/ol>\n<p>Al centre de trucades \u00e9s important que, com a l\u00edder, sigui considerat accessible. \u00c9s una part important de la responsabilitat d\u2019un supervisor crear un entorn en el qual el personal no tingui \u201cpor\u201d de fer preguntes o plantejar inquietuds.<\/p>\n<p>Per aix\u00f2, <strong>un bon supervisor sempre ha de tenir temps per interactuar amb el seu equip<\/strong>. \u00c9s una gran manera d\u2019encoratjar als empleats a formular preguntes i expressar les seves inquietuds en un entorn m\u00e9s informal.<\/p>\n<p>En conclusi\u00f3, si b\u00e9 no existeix un pla per convertir-se en un l\u00edder efica\u00e7 d\u2019un call center, sempre hi ha marge de millora. <strong>Refor\u00e7ar aquestes sis qualitats i incorporar-les a l\u2019estil de gesti\u00f3, pot ajudar al centre d\u2019atenci\u00f3 al client a complir les KPI i ajudar al bon desenvolupament dels agents<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Els gerents o supervisors d\u2019un centre de trucades han d\u2019anar m\u00e9s enll\u00e0 de les seves tasques di\u00e0ries i han de ser capa\u00e7os de treballar, inspirar i motivar al seu equip perqu\u00e8 rendeixi al m\u00e0xim de les seves capacitats. Segons els experts, la funci\u00f3 d\u2019un l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client sobrepassa la simple gesti\u00f3 dels&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/6-qualitats-dun-bon-lider-dun-centre-datencio-al-client\/\" title=\"Read 6 qualitats d\u2019un bon l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":28375,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33255","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>6 qualitats d\u2019un bon l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client - 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\/6-cualidades-buen-lider-centro-atencion-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 qualitats d\u2019un bon l\u00edder d\u2019un centre d\u2019atenci\u00f3 al client - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els gerents o supervisors d\u2019un centre de trucades han d\u2019anar m\u00e9s enll\u00e0 de les seves tasques di\u00e0ries i han de ser capa\u00e7os de treballar, inspirar i motivar al seu equip perqu\u00e8 rendeixi al m\u00e0xim de les seves capacitats. 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