{"id":33420,"date":"2019-04-16T07:27:26","date_gmt":"2019-04-16T05:27:26","guid":{"rendered":"https:\/\/enreach.es\/blog\/que-es-un-call-center-de-trucades-entrants\/"},"modified":"2022-06-23T13:51:09","modified_gmt":"2022-06-23T13:51:09","slug":"que-es-un-call-center-de-trucades-entrants","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/que-es-un-call-center-de-trucades-entrants\/","title":{"rendered":"Qu\u00e8 \u00e9s un call center de trucades entrants?"},"content":{"rendered":"

Quan les persones parlen sobre els call center, sovint es pregunten si \u00e9s \u201centrant\u201d o \u201csortint\u201d. La difer\u00e8ncia entre l\u2019un i l\u2019altre simplement es refereix a qui realitza la trucada. Si un usuari fa un trucada entrant, aquesta est\u00e0 \u201carribant\u201d al centre de trucades. Si un agent realitza una trucada que \u00e9s sortint, aquesta est\u00e0 \u201csortint\u201d del contact center.<\/p>\n

En realitat, la majoria dels call center s\u00f3n una barreja dels dos tipus. <\/strong>A aix\u00f2 se li anomena un call center \u201ccombinat\u201d<\/strong>. Tanmateix, gaireb\u00e9 tots els contact center poden considerar-se combinats, pel que generalment s\u2019identifiquen amb quina direcci\u00f3, entrant o sortint, es dirigeixen la majoria de les seves trucades. Les designacions d\u2019entrada i sortida tamb\u00e9 tendeixen a alinear-se amb certs tipus de sectors o negocis. Per exemple, els call center sortints solen estar molt involucrats amb telem\u00e0rqueting o les operacions de cobrament.<\/p>\n

Qu\u00e8 \u00e9s un call center de trucades entrants?<\/strong><\/h5>\n

Un gran repte per a les trucades entrants \u00e9s que l\u2019empresa t\u00e9 molt poc control sobre quan un usuari decideix fer una trucada. Aquesta manca de control fa que sigui dif\u00edcil per a una empresa saber quants agents han de tenir treballant en un moment donat per complir les expectatives dels usuaris i evitar els llargs temps d\u2019espera<\/strong>. La pr\u00f2pia activitat dels contact center ajuda a marcar algunes tend\u00e8ncies generals.<\/p>\n

Per exemple, no massa gent truca a la nit. Els pics de trucades, que s\u00f3n els moments en els quals hi ha m\u00e9s demanda de comunicaci\u00f3 per part dels usuaris, solen produir-se a primera hora del mat\u00ed, a l\u2019hora de l\u2019esmorzar i al vespre<\/strong>. Aquest fet t\u00e9 sentit, donat que \u00e9s quan la majoria de les persones tenen una mica de temps lliure. Tamb\u00e9 hi ha altres causes que provoquen els pics de trucades. Un tall d\u2019energia d\u2019una companyia el\u00e8ctrica, tempestes que ocasionen desperfectes per a les companyies d\u2019assegurances o les vendes de tarifes per a una aerol\u00ednia.<\/p>\n

Afortunadament, l\u2019hist\u00f2ric dels volums de trucades \u00e9s un bon predictor per fer front a situacions futures similars<\/strong>. Una aplicaci\u00f3 de call center com\u00fa, mitjan\u00e7ant l\u2019administraci\u00f3 de la for\u00e7a laboral, fa justament aix\u00f2. Encara millor, pot programar autom\u00e0ticament els agents disponibles segons aquests pron\u00f2stics per assegurar-se que hi hagi els suficients treballant durant tot el dia per evitar temps d\u2019espera excessius i garantir la satisfacci\u00f3 dels usuaris<\/strong>.<\/p>\n

L\u2019administraci\u00f3 de la for\u00e7a laboral (WFM, en les seves sigles en angl\u00e8s) solia ser quelcom al que nom\u00e9s els call center m\u00e9s grans hi tenien acc\u00e9s, per\u00f2 les solucions WFM basades en el n\u00favol han fet que la tecnologia sigui assequible per a contact centers petits i mitjans. Les <\/strong>solucions de call center en el n\u00favol<\/strong><\/a> tamb\u00e9 ofereixen la possibilitat d\u2019ajustar-se autom\u00e0ticament als canvis de volum i pagar nom\u00e9s pels serveis que s\u2019usen<\/strong>. Aquest tipus de solucions estalvien molts diners, ja que una aerol\u00ednia no ha de pagar per la capacitat m\u00e0xima que necessita en per\u00edodes vacacionals, quan el negoci pot ser m\u00e9s baix en altres mesos de l\u2019any.<\/p>\n

Un call center de trucades entrants exit\u00f3s s\u2019ha convertit en la pedra angular de transformar el servei al client en un avantatge competitiu a l\u2019oferir una experi\u00e8ncia d\u2019usuari veritablement diferenciadora<\/strong>. La tecnologia de contact center en el n\u00favol fa que aquesta possibilitat estigui disponible per a empreses de tots els sectors i mides.<\/p>\n","protected":false},"excerpt":{"rendered":"

Quan les persones parlen sobre els call center, sovint es pregunten si \u00e9s \u201centrant\u201d o \u201csortint\u201d. La difer\u00e8ncia entre l\u2019un i l\u2019altre simplement es refereix a qui realitza la trucada. Si un usuari fa un trucada entrant, aquesta est\u00e0 \u201carribant\u201d al centre de trucades. Si un agent realitza una trucada que \u00e9s sortint, aquesta est\u00e0… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28615,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33420","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nQu\u00e8 \u00e9s un call center de trucades entrants? - 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\/que-es-un-call-center-de-llamadas-entrantes\/\" \/>\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 call center de trucades entrants? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Quan les persones parlen sobre els call center, sovint es pregunten si \u00e9s \u201centrant\u201d o \u201csortint\u201d. La difer\u00e8ncia entre l\u2019un i l\u2019altre simplement es refereix a qui realitza la trucada. Si un usuari fa un trucada entrant, aquesta est\u00e0 \u201carribant\u201d al centre de trucades. Si un agent realitza una trucada que \u00e9s sortint, aquesta est\u00e0... 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