{"id":33506,"date":"2019-08-01T06:31:47","date_gmt":"2019-08-01T04:31:47","guid":{"rendered":"https:\/\/enreach.es\/blog\/cinc-tactiques-per-retenir-als-millors-agents-dun-call-center\/"},"modified":"2022-06-23T13:51:21","modified_gmt":"2022-06-23T13:51:21","slug":"cinc-tactiques-per-retenir-als-millors-agents-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/cinc-tactiques-per-retenir-als-millors-agents-dun-call-center\/","title":{"rendered":"Cinc t\u00e0ctiques per retenir als millors agents d\u2019un call center"},"content":{"rendered":"

Reclutar agents excel\u00b7lents pot ser una tasca dif\u00edcil. Fins i tot pot ser m\u00e9s complicat mantenir-los a l\u2019empresa un cop contractats. Segons una enquesta, la taxa de rotaci\u00f3 d\u2019empleats \u00e9s m\u00e9s alta ara que en els \u00faltims 18 anys. La retenci\u00f3 dels agents d\u2019un call center no t\u00e9 excel\u00b7lents pot ser una tasca dif\u00edcil. Fins i tot pot ser complicat mantenir-los a l\u2019empresa un cop contractats. Segons una enquesta, la taxa de rotaci\u00f3 d\u2019empleats \u00e9s m\u00e9s alta ara que en els \u00faltims 18 anys. La retenci\u00f3 dels agents d\u2019un call center no t\u00e9 lloc per casualitat, succeeix mitjan\u00e7ant la implementaci\u00f3 de t\u00e0ctiques de retenci\u00f3 pr\u00e0ctiques i provades.t\u00f1ns<\/p>\n

Cinc t\u00e0ctiques per retenir als millors agents d\u2019un call center<\/strong><\/h5>\n
1) Recon\u00e8ixer als agents<\/strong><\/h5>\n

Les persones tenen una necessitat innata de ser apreciades i un sentit de pertinen\u00e7a a l\u2019equip. El reconeixement a trav\u00e9s d\u2019un <\/strong>programa de gesti\u00f3<\/strong><\/a> de l\u2019exercici en el lloc de treball pot satisfer aquesta necessitat i mantenir als empleats per m\u00e9s temps<\/strong>. Segons una investigaci\u00f3 realitzada per Bersin and Associates, les empreses amb programes de reconeixement tenen una rotaci\u00f3 volunt\u00e0ria un 31% menor que les organitzacions que no ho fan.<\/p>\n

El reconeixement pot venir en forma de donar visibilitat a un agent en les xarxes socials, una nota d\u2019agra\u00efment, i ins\u00edgnies virtuals per sobresortir en una tasca en el seu departament.<\/p>\n

2) Sol\u00b7licitar comentaris<\/strong><\/h5>\n

La capacitat dels agents per donar feedback i comunicar com es senten en una forma d\u2019involucrar-los que no requereix una promoci\u00f3 o un augment de sou. Segons Deloitte Research, els empleats valoren la cultura i el creixement professional gaireb\u00e9 el doble de la compensaci\u00f3 econ\u00f2mica i els beneficis<\/strong>. La investigaci\u00f3 mostra que les cultures ideals de l\u2019empresa prioritzen un entorn d\u2019escolta. Es poden implementar formes pr\u00e0ctiques d\u2019escoltar als empleats a trav\u00e9s de registres setmanals un a un, eines socials an\u00f2nimes i enquestes curtes i freq\u00fcents.<\/p>\n

3) Marcar reptes als agents<\/strong><\/h5>\n

\u00c9s probable que els millors agents siguin persones ambicioses que gaireb\u00e9 dominin el seu paper. Evitar l\u2019avorriment laboral al call center \u00e9s crucial per mantenir-los a prop. Segons una enquesta de Korn Ferry, el 33% dels professionals es van manifestar \u201cavorrits i amb necessitat de nous reptes\u201d com la seva motivaci\u00f3 principal per canviar de feina.<\/p>\n

La soluci\u00f3 a l\u2019avorriment es troba en forma de desafiament. Es pot reptar als agents ajudant-los a establir objectius, creant compet\u00e8ncia entre els empleats i desafiant-los a assolir certs indicadors clau de rendiment<\/strong>. Els reptes es poden donar constantment a trav\u00e9s d\u2019eines de gamificaci\u00f3.<\/p>\n

4) Ajudar als agents a establir una carrera professional<\/strong><\/h5>\n

Els empleats no volen mantenir-se estancats. Treballaran en una eina dif\u00edcil si els hi porta a un futur millor. Segons Ranstad, el 86% dels empleats van renunciar a les seves feines degut a l\u2019abs\u00e8ncia de desenvolupament professional. \u00c9s important mostrar als millors agents com poden desenvolupar una carrera professionals dins de la seva empresa abans de marxar a una altra organitzaci\u00f3<\/strong>. Els l\u00edders dels call center han d\u2019ajudar als agents a visualitzar una traject\u00f2ria professional, proporcionant-los acc\u00e9s a tutories professionals i recursos d\u2019aprenentatge.<\/p>\n

5) Proporcionar formaci\u00f3<\/strong><\/h5>\n

Els empleats volen saber que l\u2019empresa inverteix per a qu\u00e8 millorin. Un estudi realitzat per Deloitte senyala que oferir un mentor o formador \u00e9s crucial per mantenir als agents al contact center<\/strong>. Tampoc ha de ser una tasca que requereixi molt de temps, es poden unificar les capacitats de coaching a trav\u00e9s de potents de productes de gesti\u00f3 de rendiment i gesti\u00f3 de qualitat.<\/p>\n

La implementaci\u00f3 de t\u00e0ctiques mantindr\u00e0 compromesos als agents i als usuaris satisfets.<\/p>\n","protected":false},"excerpt":{"rendered":"

Reclutar agents excel\u00b7lents pot ser una tasca dif\u00edcil. Fins i tot pot ser m\u00e9s complicat mantenir-los a l\u2019empresa un cop contractats. Segons una enquesta, la taxa de rotaci\u00f3 d\u2019empleats \u00e9s m\u00e9s alta ara que en els \u00faltims 18 anys. La retenci\u00f3 dels agents d\u2019un call center no t\u00e9 excel\u00b7lents pot ser una tasca dif\u00edcil. Fins… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33507,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33506","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCinc t\u00e0ctiques per retenir als millors agents d\u2019un 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\/cinco-tacticas-para-retener-a-los-mejores-agentes-de-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cinc t\u00e0ctiques per retenir als millors agents d\u2019un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Reclutar agents excel\u00b7lents pot ser una tasca dif\u00edcil. 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