{"id":33379,"date":"2019-02-14T08:14:10","date_gmt":"2019-02-14T07:14:10","guid":{"rendered":"https:\/\/enreach.es\/blog\/que-es-un-agent-dun-call-center-virtual\/"},"modified":"2023-11-13T14:09:40","modified_gmt":"2023-11-13T13:09:40","slug":"que-es-un-agent-dun-call-center-virtual","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/que-es-un-agent-dun-call-center-virtual\/","title":{"rendered":"Qu\u00e8 \u00e9s un agent d\u2019un call center virtual?"},"content":{"rendered":"<p>A primera vista, el terme \u201cagent de call center virtual\u201d podria ser quelcom semblant a Siri, un sistema de reconeixement per veu, ajudant als usuaris en el seu dia a dia a solventar certs problemes o realitzar consultes senzilles.<\/p>\n<p>Llavors, qu\u00e8 \u00e9s un agent de call center virtual? \u00c9s un bot? Un producte desenvolupat en base a la Intel\u00b7lig\u00e8ncia Artificial? No, <strong>un agent d\u2019un contact center virtual no \u00e9s m\u00e9s que un \u00e9sser hum\u00e0 real<\/strong>. El concepte \u201cvirtual\u201d tan sols modifica la ubicaci\u00f3 del centre de trucades, pel que el call center \u00e9s virtual per\u00f2 l\u2019agent \u00e9s molt real.<\/p>\n<p>En l\u2019actualitat, la majoria dels contact center encara estan en un espai f\u00edsic, \u00e9s a dir, en una oficina. Tanmateix, <strong>la <\/strong><a href=\"https:\/\/www.masvoz.cat\/centraleta-virtual\/\"><strong>tecnologia en el n\u00favol<\/strong><\/a><strong> ha perm\u00e8s que els call center puguin contractar a m\u00e9s agents remots que puguin teletreballar<\/strong>.<\/p>\n<p>Els agents que treballen des de casa s\u2019estan convertint cada cop m\u00e9s en una realitat. Alguns contact center combinen els agents \u201cf\u00edsics\u201d i els agents \u201cvirtuals\u201d. En d\u2019altres, en canvi, creix la tend\u00e8ncia d\u2019altres call center en els quals nom\u00e9s treballen agents remots, pel que prescindeixen d\u2019instal\u00b7lacions f\u00edsiques. <strong>Aquesta disposici\u00f3 es coneix com a centre de trucades virtual i els seus agents remots s\u00f3n agents de call centers virtuals<\/strong>.<\/p>\n<h5><strong>Beneficis dels call center virtuals<\/strong><\/h5>\n<p>Els <strong>beneficis<\/strong> de fer que el centre de trucades sigui virtual poden ser significatius, especialment en termes d\u2019<strong>estalvi<\/strong>. Aquest aspecte pot ser particularment atractiu per a les empreses que s\u2019escalen en gran mesura pels per\u00edodes vacacionals, per\u00f2 que s\u2019enfronten a una instal\u00b7laci\u00f3 gaireb\u00e9 buida la resta de l\u2019any.<\/p>\n<p>A m\u00e9s, qualsevol contact center que empri un model d\u2019agent remot pot obtenir els beneficis de poder accedir als mercats laborals de tot el m\u00f3n, fomentant l\u2019<strong>escalabilitat<\/strong>.<\/p>\n<p>Els agents \u201cvirtuals\u201d tamb\u00e9 poden beneficiar-se del teletreball. Amb la <strong>tecnologia en el n\u00favol<\/strong>, l\u2019\u00fanic que necessiten per realitzar la seva feina \u00e9s un ordinador, connexi\u00f3 a Internet i uns auriculars, pel que la configuraci\u00f3 i les necessitats de suport s\u00f3n molt gestionables.<\/p>\n<p>Els agents que treballen des de casa tamb\u00e9 compten amb l\u2019avantatge de la <strong>flexibilitat laboral <\/strong>i, conseq\u00fcentment, de l\u2019<strong>equilibri entre la vida laboral i la personal<\/strong>. Aquest aspecte pot conduir a una major retenci\u00f3 d\u2019agents en el call center.<\/p>\n<h5><strong>Quins s\u00f3n els reptes d\u2019aquest tipus de call centers?<\/strong><\/h5>\n<p>La gesti\u00f3 dels agents del call center virtual t\u00e9 alguns reptes \u00fanics, per\u00f2 no insuperables. \u00c9s probable que les empreses que utilitzen agents remots hagin de renovar la capacitaci\u00f3 per a <strong>permetre l\u2019aprenentatge a dist\u00e0ncia<\/strong>. A m\u00e9s, les organitzacions han de tenir un pla s\u00f2lid per <strong>protegir les dades del client<\/strong>.<\/p>\n<p>I, per suposat, els l\u00edders tamb\u00e9 han de recordar que aquests agents s\u00f3n persones reals. <strong>La tecnologia permetr\u00e0 als supervisors monitorejar el compliment dels horaris, la productivitat i la qualitat de l\u2019atenci\u00f3 als usuaris<\/strong>.<\/p>\n<p>Igual d\u2019important \u00e9s que els supervisors han de saber com <strong>motivar als agents<\/strong> i fer que es sentin part d\u2019un equip. Treballar des de casa pot ser excel\u00b7lent, per\u00f2 tamb\u00e9 pot resultar solitari si els agents no tenen una connexi\u00f3 s\u00f2lida amb els seus supervisors i companys d\u2019equip.<\/p>\n<p>Per tant, els agents dels call center virtuals s\u00f3n molt reals i una part creixent de les estrat\u00e8gies d\u2019operacions de moltes organitzacions.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A primera vista, el terme \u201cagent de call center virtual\u201d podria ser quelcom semblant a Siri, un sistema de reconeixement per veu, ajudant als usuaris en el seu dia a dia a solventar certs problemes o realitzar consultes senzilles. Llavors, qu\u00e8 \u00e9s un agent de call center virtual? \u00c9s un bot? Un producte desenvolupat en&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/que-es-un-agent-dun-call-center-virtual\/\" title=\"Read Qu\u00e8 \u00e9s un agent d\u2019un call center virtual?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29132,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145,1],"tags":[],"class_list":["post-33379","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","category-sin-categoria"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Qu\u00e8 \u00e9s un agent d\u2019un call center virtual? - 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\/ca\/blog\/que-es-un-agent-dun-call-center-virtual\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Qu\u00e8 \u00e9s un agent d\u2019un call center virtual? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"A primera vista, el terme \u201cagent de call center virtual\u201d podria ser quelcom semblant a Siri, un sistema de reconeixement per veu, ajudant als usuaris en el seu dia a dia a solventar certs problemes o realitzar consultes senzilles. 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