{"id":33568,"date":"2019-10-15T08:48:59","date_gmt":"2019-10-15T06:48:59","guid":{"rendered":"https:\/\/enreach.es\/blog\/quins-conceptes-shan-daplicar-en-la-gestio-de-la-forca-laboral-dun-call-center\/"},"modified":"2022-06-23T13:51:28","modified_gmt":"2022-06-23T13:51:28","slug":"quins-conceptes-shan-daplicar-en-la-gestio-de-la-forca-laboral-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quins-conceptes-shan-daplicar-en-la-gestio-de-la-forca-laboral-dun-call-center\/","title":{"rendered":"Quins conceptes s\u2019han d\u2019aplicar en la gesti\u00f3 de la for\u00e7a laboral d\u2019un call center?"},"content":{"rendered":"<p>Pels supervisors experimentats de la for\u00e7a laboral, predir la quantitat de trucades i planificar els agents necessaris per atendre als usuaris \u00e9s una tasca quotidiana en el dia a dia d\u2019un call center.<\/p>\n<p>Els programes de <strong>gesti\u00f3 de la for\u00e7a laboral o Workforce Management<\/strong> (WFM, en les seves sigles en angl\u00e8s) busquen garantir que els contact center disposin del nombre necessari d\u2019agents qualificats en el moment adequat, ja sigui mitjan\u00e7ant fulls de c\u00e0lcul d\u2019Excel o utilitzant un sofisticat software de WFM.<\/p>\n<p>La capacitat <strong>d\u2019assolir la combinaci\u00f3 de personal adequat t\u00e9 un impacte directe en les m\u00e8triques de servei al client<\/strong>, com els nivells de servei (SLA, en les seves sigles en angl\u00e8s), la velocitat mitjana de resposta (ASA, en les seves sigles en angl\u00e8s) i la satisfacci\u00f3 del client (CSAT, en les seves sigles en angl\u00e8s). Amb persones que representen el 67% del cost d\u2019un call center, <strong>la dotaci\u00f3 de personal apropiada tamb\u00e9 t\u00e9 un impacte directe en les <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/estadistiques-informes\/\"><strong>m\u00e8triques operatives<\/strong><\/a><strong> com el cost laboral<\/strong>, ja que busca l\u2019equilibri perfecte per satisfer la demanda dels usuaris alhora que evita l\u2019exc\u00e9s o la manca d\u2019agents.<\/p>\n<p>Les activitats de WFM es redueixen a quatre components b\u00e0sics: <strong>previsi\u00f3, planificaci\u00f3, administraci\u00f3 intradi\u00e0ria i comprom\u00eds dels empleats<\/strong>.<\/p>\n<h5><strong>1) Previsi\u00f3<\/strong><\/h5>\n<p>La previsi\u00f3 \u00e9s el proc\u00e9s d\u2019analitzar l\u2019historial de trucades rebudes amb anterioritat per predir volums de contactes futurs en tots els canals, com veu, xat en viu, correu electr\u00f2nic, xarxes socials, etc.<\/p>\n<p>Les an\u00e0lisis de dades a trav\u00e9s de la Intel\u00b7lig\u00e8ncia Artificial (IA) \u00e9s clau per establir algoritmes avan\u00e7ats que ajuden a realitzar previsions m\u00e9s precises. Les millors solucions de WFM fins i tot eliminen les conjectures al garantir que s\u2019apliquin els millors algoritmes a la seva previsi\u00f3 pel conjunt de dades i el per\u00edode de temps de pron\u00f2stic. <strong>\u00c9s important mesurar la precisi\u00f3 dels seus pron\u00f2stics de forma regular i cont\u00ednua per fer les correccions oportunes si \u00e9s necessari<\/strong>.<\/p>\n<h5><strong>2) Planificaci\u00f3<\/strong><\/h5>\n<p>La planificaci\u00f3 assigna als agents adequats per atendre els possibles pics de trucades en cada interval de temps. Sense la tecnologia adequada, programar cada horari pot resultar complicat. Aquesta complexitat \u00e9s probablement la ra\u00f3 per la qual una enquesta d\u2019ICMI el 2018 en m\u00e9s de 600 centres d\u2019atenci\u00f3 al client va trobar que <strong>menys d\u2019un ter\u00e7 dels call center estan \u201cmolt satisfets\u201d amb el seu proc\u00e9s de programaci\u00f3 existent<\/strong>. \u00c9s probable que aquests contact center experimentin els s\u00edmptomes d\u2019un mal horari establert, que pot incloure:<\/p>\n<ul>\n<li><strong>No tenir suficients agents per atendre als usuaris<\/strong>, fent que el temps d\u2019espera i la velocitat mitjana de resposta es disparin, i els nivells de servei i satisfacci\u00f3 del client caiguin en picat.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>Tenir als <strong>agents equivocats disponibles <\/strong>per respondre als usuaris gr\u00e0cies a les seves habilitats o la capacitat de resoluci\u00f3 de les consultes que arriben.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>Disposar d\u2019<strong>agents molestos o no compromesos<\/strong> perqu\u00e8 estaven programats per treballar en altres dates i horaris.<\/li>\n<\/ul>\n<p>Els <strong>horaris ben programats<\/strong> asseguren la millor combinaci\u00f3 de personal per satisfer la demanda dels usuaris, alhora que equilibri els costos operatius i compleix amb les demandes dels agents. La millor tecnologia de WFM pot oferir aix\u00f2 en minuts, i tamb\u00e9 <strong>aprofitar l\u2019aprenentatge autom\u00e0tic per garantir que la programaci\u00f3 es torni m\u00e9s intel\u00b7ligent cada cop que s\u2019executa<\/strong>.<\/p>\n<h5><strong>3) Administraci\u00f3 intradi\u00e0ria<\/strong><\/h5>\n<ul>\n<li><strong>Gesti\u00f3 intradi\u00e0ria: <\/strong>Es pot tenir la previsi\u00f3 m\u00e9s precisa i l\u2019horari m\u00e9s optimitzat del m\u00f3n, per\u00f2 els esdeveniments inesperats sempre poden apar\u00e8ixer i causar problemes. Quan passen aquestes coses, el millor \u00e9s executar una nova versi\u00f3 intradi\u00e0ria i ajustar els horaris per cobrir possibles buits.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Reprogramaci\u00f3 intradi\u00e0ria: <\/strong>En l\u2019actualitat, l\u2019equip o els supervisors de WFM gestionen manualment el 70% dels problemes intradiaris, per\u00f2 la majoria del software l\u00edder de WFM pot automatitzar la reprogramaci\u00f3 intradi\u00e0ria per a intervals individuals, aix\u00ed com tamb\u00e9 gran part del flux de treball de canvi d\u2019horari.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Canvis d\u2019horari: <\/strong>Un cop identificats els ajustaments, es poden adaptar els torns dels agents, en funci\u00f3 de les necessitats. Les millors solucions de WFM poden notificar autom\u00e0ticament als agents que han canviat els seus torns per garantir que el personal estigui en el lloc correcte i en el moment adequat, malgrat el canvi en els plans.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Adher\u00e8ncia en temps real: <\/strong>Una altra de les activitats intradi\u00e0ries important \u00e9s mesurar i monitorejar l\u2019adher\u00e8ncia en temps real (RTA, en les seves sigles en angl\u00e8s). La RTA \u00e9s una de les m\u00e8triques m\u00e9s subestimades al call center, per\u00f2 tamb\u00e9 \u00e9s una de les m\u00e9s importants, ja que <strong>permet veure r\u00e0pidament el que haurien de fer els agents en funci\u00f3 de la planificaci\u00f3 hor\u00e0ria en comparaci\u00f3 amb el que estan fent en temps real<\/strong>. Tenir aquesta visi\u00f3 permet abordar el problema d\u2019immediat.<\/li>\n<\/ul>\n<h5><strong>4) Comprom\u00eds dels empleats<\/strong><\/h5>\n<p>Si b\u00e9 les activitats de previsi\u00f3, planificaci\u00f3 i gesti\u00f3 de canvis intradiaris i els horaris afecten al comprom\u00eds dels empleats, n\u2019hi ha algunes d\u2019espec\u00edfiques que formen part d\u2019un programa d\u2019\u00e8xit de la gesti\u00f3 de la for\u00e7a laboral i que impacta directament en la lleialtat dels treballadors. La forma en qu\u00e8 s\u2019administren les sol\u00b7licituds de temps lliure o les peticions de canvi de torn, serveixen com a indicador de quant es valora el temps dels agents (tant dins com fora de l\u2019oficina).<\/p>\n<p><strong>Per aix\u00f2 \u00e9s important que els supervisors dels call center comptin amb un proc\u00e9s per proporcionar respostes oportunes a aquestes sol\u00b7licituds<\/strong>.<\/p>\n<p>La majoria de les <strong>solucions de WFM<\/strong> proporcionen un mecanisme per rastrejar les possibilitats de temps lliure dels agents, enrutar autom\u00e0ticament les sol\u00b7licituds a un supervisor per a la seva aprovaci\u00f3 i proporcionar notificacions instant\u00e0nies. En alguns casos, <strong>el software pot aprovar autom\u00e0ticament les peticions segons les regles establertes pels administradors<\/strong>. De la mateixa manera, automatitzar les sol\u00b7licituds de canvi i permetre intercanvis de torns entre iguals tamb\u00e9 ofereix flexibilitat als seus agents.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pels supervisors experimentats de la for\u00e7a laboral, predir la quantitat de trucades i planificar els agents necessaris per atendre als usuaris \u00e9s una tasca quotidiana en el dia a dia d\u2019un call center. Els programes de gesti\u00f3 de la for\u00e7a laboral o Workforce Management (WFM, en les seves sigles en angl\u00e8s) busquen garantir que els&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quins-conceptes-shan-daplicar-en-la-gestio-de-la-forca-laboral-dun-call-center\/\" title=\"Read Quins conceptes s\u2019han d\u2019aplicar en la gesti\u00f3 de la for\u00e7a laboral d\u2019un call center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33569,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33568","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>Quins conceptes s\u2019han d\u2019aplicar en la gesti\u00f3 de la for\u00e7a laboral 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\/que-conceptos-se-han-de-aplicar-en-la-gestion-de-la-fuerza-laboral-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=\"Quins conceptes s\u2019han d\u2019aplicar en la gesti\u00f3 de la for\u00e7a laboral d\u2019un call center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Pels supervisors experimentats de la for\u00e7a laboral, predir la quantitat de trucades i planificar els agents necessaris per atendre als usuaris \u00e9s una tasca quotidiana en el dia a dia d\u2019un call center. 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Els programes de gesti\u00f3 de la for\u00e7a laboral o Workforce Management (WFM, en les seves sigles en angl\u00e8s) busquen garantir que els... 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