{"id":33367,"date":"2019-02-05T07:38:05","date_gmt":"2019-02-05T06:38:05","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-millorar-el-servei-al-client-en-un-call-center\/"},"modified":"2022-06-23T13:51:03","modified_gmt":"2022-06-23T13:51:03","slug":"com-millorar-el-servei-al-client-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-millorar-el-servei-al-client-en-un-call-center\/","title":{"rendered":"Com millorar el servei al client en un call center"},"content":{"rendered":"<p>Millorar el servei al client d\u2019un call center, aix\u00ed com millorar l\u2019experi\u00e8ncia de l&#8217;usuari \u00e9s quelcom que totes les empreses desitgen fer, per\u00f2 moltes no saben per on comen\u00e7ar.<\/p>\n<h5><strong>Com millorar el servei al client en un call center?<\/strong><\/h5>\n<p>Nombrosos experts destaquen tres aspectes principals a tenir en compte per aconseguir-ho:<\/p>\n<ul>\n<li>La import\u00e0ncia de l\u2019<strong>experi\u00e8ncia d&#8217;usuari<\/strong>.<\/li>\n<li>Definir els <strong>punts destacats de la capacitaci\u00f3<\/strong> d\u2019experi\u00e8ncia d&#8217;usuari.<\/li>\n<li>Les <strong>millors pr\u00e0ctiques<\/strong> per millorar el servei al client.<\/li>\n<\/ul>\n<h5><strong>La import\u00e0ncia de l\u2019experi\u00e8ncia de l&#8217;usuari en el call center<\/strong><\/h5>\n<p>Pels directors i els agents dels centres d\u2019atenci\u00f3 al client de tots els sectors i ind\u00fastries, \u00e9s prioritari <strong>oferir una experi\u00e8ncia d&#8217;usuari satisfact\u00f2ria <\/strong>en els call center de tot el m\u00f3n, aix\u00ed com <strong>proporcionar un bon servei al client<\/strong> que es tradueixi en excel\u00b7lents experi\u00e8ncies pels clients.<\/p>\n<p>En aquest sentit, existeixen <strong>8 punts destacats<\/strong> que els l\u00edders d\u2019un contact center han de considerar afegir als seus programes de capacitaci\u00f3 del centre de trucades per millorar la capacitat dels agents a l\u2019hora d\u2018oferir una bona experi\u00e8ncia d&#8217;usuari.<\/p>\n<h5><strong>Els punts destacats de la capacitaci\u00f3 de l\u2019experi\u00e8ncia de l&#8217;usuari estan basats en&#8230; <\/strong><\/h5>\n<p>1) Els principis de l\u2019experi\u00e8ncia de l&#8217;usuari.<\/p>\n<p>2) <strong>Proporcionar bonss records<\/strong> (no tractar cada trucada com una mera transacci\u00f3 amb el client).<\/p>\n<p>3) Tenir clar qui s\u00f3n els clients i com consumeixen els productes i serveis.<\/p>\n<p>4) Saber quines <strong>emocions i desitjos<\/strong> estan associats amb els productes oferts.<\/p>\n<p>5) Con\u00e8ixer quins s\u00f3n els costos i marges associats amb els productes i serveis.<\/p>\n<p>6) Els fonaments de la <strong>segmentaci\u00f3 de clients<\/strong>.<\/p>\n<p>7) Diferenciar els clients en funci\u00f3 dels seus diversos <strong>h\u00e0bits, necessitats i estils de vida<\/strong>.<\/p>\n<p>8) Aprendre a complir m\u00e9s enll\u00e0 de les <strong>expectatives dels clients<\/strong>.<\/p>\n<h5><strong>Les millors pr\u00e0ctiques per millorar el servei al client en un call center<\/strong><\/h5>\n<p>Les noves tecnologies implantades en els call center no nom\u00e9s faciliten la comprensi\u00f3, sin\u00f3 que tamb\u00e9 milloren el servei al client en l\u2019atenci\u00f3 de cada trucada. Gr\u00e0cies als <strong>software d\u2019an\u00e0lisi de veu<\/strong>, les organitzacions poden capturar, analitzar i actuar sobre les dades d\u2019\u00e0udio recopilats de les trucades dels clients. D\u2019aquesta manera, <strong>els contact center adquireixen la capacitat de millorar el servei al client segons les emocions subjacents dels clients<\/strong>.<\/p>\n<p>D\u2019altres contact center estan apostant per la <strong>tecnologia de gravaci\u00f3 de trucades <\/strong>i l\u2019<strong>an\u00e0lisi de rendiment<\/strong> per millorar el servei al client, permetent-los identificar les defici\u00e8ncies del seu centre de trucades i, conseq\u00fcentment, realitzar els canvis necessaris.<\/p>\n<p><strong>Una de les formes m\u00e9s senzilles de millorar el servei i l\u2019experi\u00e8ncia de l&#8217;usuari dels call center \u00e9s a trav\u00e9s de la capacitaci\u00f3 dels agents<\/strong>. Els agents dels centres de trucades poden capacitar-se per comprendre i lidiar amb les emocions del client de manera efectiva, millorant dr\u00e0sticament el servei al client.<\/p>\n<p>A <strong>masvoz <\/strong>comptem amb un <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\/agents\/\"><strong>m\u00f2dul per agents<\/strong><\/a> que consisteix en un complet terminal telef\u00f2nic integral en el navegador amb el qual poden realitzar les gestions necess\u00e0ries per a qu\u00e8 cada trucada sigui un \u00e8xit, complint aix\u00ed amb la m\u00e0xima: \u201cAgents efica\u00e7os, clients satisfets\u201d.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Millorar el servei al client d\u2019un call center, aix\u00ed com millorar l\u2019experi\u00e8ncia de l&#8217;usuari \u00e9s quelcom que totes les empreses desitgen fer, per\u00f2 moltes no saben per on comen\u00e7ar. Com millorar el servei al client en un call center? Nombrosos experts destaquen tres aspectes principals a tenir en compte per aconseguir-ho: La import\u00e0ncia de l\u2019experi\u00e8ncia&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-millorar-el-servei-al-client-en-un-call-center\/\" title=\"Read Com millorar el servei al client en un call center\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33368,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33367","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 millorar el servei al client en un 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\/como-mejorar-el-servicio-al-cliente-en-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com millorar el servei al client en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Millorar el servei al client d\u2019un call center, aix\u00ed com millorar l\u2019experi\u00e8ncia de l&#8217;usuari \u00e9s quelcom que totes les empreses desitgen fer, per\u00f2 moltes no saben per on comen\u00e7ar. 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