{"id":33265,"date":"2018-09-18T06:00:21","date_gmt":"2018-09-18T04:00:21","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-poden-els-supervisors-millorar-la-qualitat-dels-contact-center\/"},"modified":"2022-06-23T13:50:51","modified_gmt":"2022-06-23T13:50:51","slug":"com-poden-els-supervisors-millorar-la-qualitat-dels-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-poden-els-supervisors-millorar-la-qualitat-dels-contact-center\/","title":{"rendered":"Com poden els supervisors millorar la qualitat dels contact center?"},"content":{"rendered":"<p>Els gerents dels contact center saben que la supervisi\u00f3 i gesti\u00f3 de la qualitat \u00e9s necess\u00e0ria per mantenir o millorar la \u201cSatisfacci\u00f3 del Client\u201d (CSAT, en les seves sigles en angl\u00e8s). No obstant, pot ser dif\u00edcil vincular les contribucions dels call center a CSAT i despr\u00e9s als beneficis resultants, el que fa encara m\u00e9s dif\u00edcil justificar les inversions de gesti\u00f3 de qualitat necess\u00e0ries.<\/p>\n<p><strong>Millorar la qualitat del centre de contacte \u00e9s una activitat que ofereix beneficis que es mantindran a llarg termini<\/strong>. No nom\u00e9s ajuda a les organitzacions a complir la seva promesa de marca al contribuir a una experi\u00e8ncia positiva del client, sin\u00f3 que la qualitat tamb\u00e9 pot ajudar a reduir els costos operatius. A m\u00e9s, els estalvis es poden utilitzar per justificar inversions en gesti\u00f3 de qualitat m\u00e9s nova i eines relacionades per augmentar encara m\u00e9s la seva qualitat i l\u2019estalvi.<\/p>\n<h5><strong>Com proporcionar millors experi\u00e8ncies de clients?<\/strong><\/h5>\n<p>Considerant tasques b\u00e0siques dels agents com:<\/p>\n<ul>\n<li>Com respondre una trucada.<\/li>\n<li>Com transferir o escalar una trucada.<\/li>\n<li>Com investigar una pregunta o problema espec\u00edfic del client.<\/li>\n<li>Com introduir o actualitzar la informaci\u00f3 del client.<\/li>\n<li>Com processar una comanda o canviar-la.<\/li>\n<li>Com documentar una trucada.<\/li>\n<\/ul>\n<p>A l\u2019analitzar aquestes tasques b\u00e0siques, els <strong>supervisors dels contact center<\/strong> es donen compta r\u00e0pidament de la necessitat de tenir processos ben definits per dur-les a terme amb l\u2019objectiu de generar una experi\u00e8ncia de client amb un greu predictible d\u2019uniformitat i fiabilitat.<\/p>\n<h5><strong>Quin \u00e9s el paper de la gesti\u00f3 de la qualitat?<\/strong><\/h5>\n<p>La capacitaci\u00f3 dels agents es tracta principalment de familiaritzar-los amb els processos del centre d\u2019atenci\u00f3 al client i com executar-los correctament. I, per extensi\u00f3, <strong>la gesti\u00f3 de qualitat del call center consisteix en aplicar les activitats necess\u00e0ries per mesurar la comprensi\u00f3 i el domini dels agents<\/strong>.<\/p>\n<p><strong>Utilitzant eines de gesti\u00f3 de qualitat especialitzades, els <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\/supervisors\">supervisors dels contact center<\/a> poden observar als agents<\/strong> mentre interactuen amb els clients i despr\u00e9s proporcionar feedback i formaci\u00f3 espec\u00edfics. <strong>A mesura que els agents es tornin m\u00e9s competents, els seus nivells de servei milloren, a l\u2019igual que el rendiment del contact center<\/strong>. Aquesta idea \u00e9s la clau per construir un cas de negocis exit\u00f3s per millorar la qualitat del call center. El rendiment del centre d\u2019atenci\u00f3 al client augmenta amb les millores de qualitat perqu\u00e8 les interaccions amb els clients es tornen m\u00e9s efectives i aix\u00f2 es tradueix en estalvis operacionals.<\/p>\n<h5><strong>Com millorar el monitoreig de qualitat per augmentar el rendiment?<\/strong><\/h5>\n<p>Per aix\u00f2, els supervisors han de considerar com es pot usar la gesti\u00f3 de la qualitat per millorar la comprensi\u00f3 i el domini dels agents en les seg\u00fcents tasques:<\/p>\n<ul>\n<li>Com investigar una pregunta o problema espec\u00edfic del client.<\/li>\n<li>Com introduir o actualitzar la informaci\u00f3 del client.<\/li>\n<li>Com processar una comanda o canviar-la.<\/li>\n<li>Com documentar una trucada.<\/li>\n<\/ul>\n<p>D\u2019aquesta manera, els resultats s\u00f3n dobles. <strong>Les millores resultants en la resoluci\u00f3 de la primera trucada no nom\u00e9s afecten a la satisfacci\u00f3 del client, sin\u00f3 que tamb\u00e9 condueixen a temps mitj\u00e0 de maneig m\u00e9s baixos<\/strong>. Aquestes millores en el rendiment ofereixen flexibilitat als administradors per donar suport al creixement sense costos laborals addicionals o per reduir els costos de m\u00e0 d\u2019obra.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Els gerents dels contact center saben que la supervisi\u00f3 i gesti\u00f3 de la qualitat \u00e9s necess\u00e0ria per mantenir o millorar la \u201cSatisfacci\u00f3 del Client\u201d (CSAT, en les seves sigles en angl\u00e8s). No obstant, pot ser dif\u00edcil vincular les contribucions dels call center a CSAT i despr\u00e9s als beneficis resultants, el que fa encara m\u00e9s dif\u00edcil&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-poden-els-supervisors-millorar-la-qualitat-dels-contact-center\/\" title=\"Read Com poden els supervisors millorar la qualitat dels contact center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":28334,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33265","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 poden els supervisors millorar la qualitat dels contact 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\/pueden-los-supervisores-mejorar-la-calidad-los-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com poden els supervisors millorar la qualitat dels contact center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els gerents dels contact center saben que la supervisi\u00f3 i gesti\u00f3 de la qualitat \u00e9s necess\u00e0ria per mantenir o millorar la \u201cSatisfacci\u00f3 del Client\u201d (CSAT, en les seves sigles en angl\u00e8s). 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