{"id":33341,"date":"2019-01-08T08:50:23","date_gmt":"2019-01-08T07:50:23","guid":{"rendered":"https:\/\/enreach.es\/blog\/6-caracteristiques-que-un-bon-lider-de-contact-center-ha-de-tenir\/"},"modified":"2022-06-23T13:50:59","modified_gmt":"2022-06-23T13:50:59","slug":"6-caracteristiques-que-un-bon-lider-de-contact-center-ha-de-tenir","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-caracteristiques-que-un-bon-lider-de-contact-center-ha-de-tenir\/","title":{"rendered":"6 caracter\u00edstiques que un bon l\u00edder de contact center ha de tenir"},"content":{"rendered":"

Un gerent o supervisor d\u2019un call center \u00e9s important que aprengui a anar m\u00e9s enll\u00e0 de les seves tasques di\u00e0ries i pugui treballar, inspirar i motivar al seu equip per a qu\u00e8 exerceixi la seva feina de la millor forma possible. La seva funci\u00f3 va m\u00e9s enll\u00e0 de la simple gesti\u00f3 de les tasques quotidianes i aprofundeix en la seva capacitat per fomentar un entorn laboral positiu en el qual els seus empleats confi\u00efn i respectin la seva presa de decisions.<\/p>\n

Existeixen sis caracter\u00edstiques principals que un bon l\u00edder de contact center necessita per a tenir \u00e8xit en la seva feina<\/strong>, aix\u00ed com per a ser apreciat i respectat pels seus empleats.<\/p>\n

1) Capacitat de lideratge<\/strong><\/h5>\n

Una de las caracter\u00edstiques m\u00e9s importants d\u2019un l\u00edder efectiu d\u2019un call center \u00e9s, per suposat, la capacitat de liderar. Inspirar als empleats per complir els objectius \u00e9s nom\u00e9s una part de l\u2019equaci\u00f3. Amb les altes taxes de rotaci\u00f3 de personal en els centres d\u2019atenci\u00f3 al client, els supervisors s\u2019enfronten a una situaci\u00f3 complexa quan es tracta de motivar als empleats i promoure una cultura de perman\u00e8ncia.<\/p>\n

Els supervisors exitosos de contact centers<\/a> han de promoure una bona \u00e8tica de treball i dedicar temps als seus agents<\/strong>. Actualment \u00e9s m\u00e9s important que mai tenir l\u00edders forts que fomentin la participaci\u00f3 dels agents i cre\u00efn un entorn de treball que no nom\u00e9s sigui un repte, sin\u00f3 tamb\u00e9 inspirador pels agents.<\/p>\n

2) Ser capa\u00e7 de construir relacions<\/strong><\/h5>\n

La construcci\u00f3 de relacions fomenta el treball en equip, crea un ambient de treball positiu i augmenta la productivitat. Per aix\u00f2, dedicar el temps i l\u2019esfor\u00e7 necessaris per desenvolupar relacions amb els empleats ajudar\u00e0 a qu\u00e8 l\u2019entorn laboral prosperi<\/strong>. Aix\u00ed mateix, els supervisors comprendran millor les queixes i suggeriments dels agents, i viceversa.<\/p>\n

3) Desenvolupament continu d\u2019habilitats<\/strong><\/h5>\n

\u00c9s necessari que tot l\u2019equip treballi en conjunt per complir els objectius i els terminis. Una de les caracter\u00edstiques clau d\u2019un aut\u00e8ntic l\u00edder de contact center \u00e9s aquella que sempre est\u00e0 buscant formes de millorar no nom\u00e9s les seves habilitats, sin\u00f3 tamb\u00e9 les dels altres, donat que la millora continua estableix el to per a un entorn de treball agradable i en evoluci\u00f3.<\/p>\n

Organitzar pr\u00e0ctiques regulars de capacitaci\u00f3 i formaci\u00f3, aix\u00ed com resoldre els problemes amb els empleats a mesura que sorgeixen \u00e9s tamb\u00e9 una qualitat essencial<\/strong>. D\u2019aquesta manera, ser\u00e0 m\u00e9s f\u00e0cil solucionar qualsevol problema i els supervisors podran centrar-se en el desenvolupament d\u2019habilitats fonamentals per realitzar el seu treball satisfact\u00f2riament.<\/p>\n

Al motivar a l\u2019equip a desenvolupar les seves habilitats, s\u2019evita l\u2019estancament i s\u2019ajuda als agents a millorar en el seu treball. Aquesta millora es reflectir\u00e0 tamb\u00e9 en qu\u00e8 els usuaris experimentaran nivells m\u00e9s alts de servei al client<\/strong>.<\/p>\n

4) Ser organitzat<\/strong><\/h5>\n

Els supervisors dels call center han de ser incre\u00efblement organitzats<\/strong>. De fet, aquesta \u00e9s una qualitat que ha d\u2019anar in crescendo<\/em>. No importa el tipus de tasca, si no hi ha una bona organitzaci\u00f3, el bon funcionament del call center es veur\u00e0 afectat. Conseq\u00fcentment, aix\u00f2 afectar\u00e0 a les habilitats de gesti\u00f3 i lideratge<\/strong>.<\/p>\n

Els l\u00edders dels centres de trucades han de poder fer-se c\u00e0rrec de m\u00faltiples tasques, atendre les necessitats dels seus empleats i ajudar-los amb el servei al client segons sigui necessari<\/strong>. Mantenir una bona organitzaci\u00f3 reduir\u00e0 els errors i mantindr\u00e0 les coses funcionant sense problemes. Tamb\u00e9 ser\u00e0 un bon exemple pels agents del call center que necessiten estar organitzats per treballar de manera eficient i oferir als clients un servei excepcional.<\/p>\n

5) Pensar \u2018out of the box\u2019<\/strong><\/h5>\n

Un dels avantatges de treballar en un centre de trucades \u00e9s que no hi ha dos dies iguals. Tots els dies es fa front a situacions diferents.<\/p>\n

Una de les caracter\u00edstiques m\u00e9s demandades d\u2019un bon l\u00edder de contact center \u00e9s poder adaptar-se a aquestes noves situacions i gestionar-les sense problema<\/strong>. Fer front i solventar r\u00e0pidament a aquestes petites \u201csorpreses\u201d del dia a dia mantindr\u00e0 el call center funcionant sense problemes.<\/p>\n

6) Ser accessible<\/strong><\/h5>\n

En l\u2019enfeinat treball diari d\u2019un contact center, \u00e9s important que els supervisors siguin considerats accessibles. \u00c9s una part important de la seva responsabilitat crear un entorn en el qual el seu personal no senti por per fer preguntes o plantejar inquietuds.<\/p>\n

Arribar a ser m\u00e9s accessible pot ser quelcom tan simple con intercanviar salutacions amb un somriure o mantenir el contacte visual al parlar<\/strong>.\u00a0<\/strong><\/p>\n

\u00c9s important que, fins i tot tenint una agenda ocupada, els supervisors sempre trobin temps per atendre al seu personal. Per exemple, pot dedicar-se temps per a simplement caminar pel call center i interactuar amb els empleats. Aquesta \u00e9s una excel\u00b7lent manera d\u2019encoratjar als seus empleats a que li facin preguntes i expressin les seves inquietuds en un entorn informal<\/strong>.<\/p>\n

En conclusi\u00f3, si b\u00e9 no hi ha un pla per convertir-se en un l\u00edder efectiu d\u2019un centre d\u2019atenci\u00f3 al client, sempre hi ha un espai per millorar. A l\u2019enfocar-se en incorporar aquestes sis caracter\u00edstiques d\u2019un bon l\u00edder de contact center en el seu estil d\u2019administraci\u00f3, pot tamb\u00e9 ajudar al call center a complir els seus KPI mentre els seus empleats desenvolupen i optimitzen les seves habilitats<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Un gerent o supervisor d\u2019un call center \u00e9s important que aprengui a anar m\u00e9s enll\u00e0 de les seves tasques di\u00e0ries i pugui treballar, inspirar i motivar al seu equip per a qu\u00e8 exerceixi la seva feina de la millor forma possible. La seva funci\u00f3 va m\u00e9s enll\u00e0 de la simple gesti\u00f3 de les tasques quotidianes… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33342,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33341","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n6 caracter\u00edstiques que un bon l\u00edder de contact center ha 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\/6-caracteristicas-que-un-buen-lider-de-contact-center-debe-tener\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 caracter\u00edstiques que un bon l\u00edder de contact center ha de tenir - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Un gerent o supervisor d\u2019un call center \u00e9s important que aprengui a anar m\u00e9s enll\u00e0 de les seves tasques di\u00e0ries i pugui treballar, inspirar i motivar al seu equip per a qu\u00e8 exerceixi la seva feina de la millor forma possible. 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