{"id":33572,"date":"2019-10-17T08:27:24","date_gmt":"2019-10-17T06:27:24","guid":{"rendered":"https:\/\/enreach.es\/blog\/quines-son-les-cinc-qualitats-dun-bon-contact-center-manager\/"},"modified":"2022-06-23T13:51:29","modified_gmt":"2022-06-23T13:51:29","slug":"quines-son-les-cinc-qualitats-dun-bon-contact-center-manager","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-son-les-cinc-qualitats-dun-bon-contact-center-manager\/","title":{"rendered":"Quines s\u00f3n les cinc qualitats d\u2019un bon Contact Center Manager?"},"content":{"rendered":"

Si una empresa vol externalitzar els seus serveis del call center amb l\u2019objectiu d\u2019estalviar costos i millorar el rendiment, \u00e9s important analitzar l\u2019estructura de gesti\u00f3 del contact center del prove\u00efdor: des del responsable superior fins els supervisors que tenen contacte diari i directe amb els agents.<\/p>\n

La majoria dels prove\u00efdors de serveis de contact center<\/strong><\/a> solen seguir un model de negoci que requereix supervisi\u00f3 sobre un nombre m\u00ednim d\u2019agents, generalment almenys 20 per a qu\u00e8 el patr\u00f3 sigui d\u2019alt rendiment i rendible. Aquells en funcions de supervisi\u00f3 inclouen capacitadors que participen en el proc\u00e9s d\u2019incorporaci\u00f3 i l\u00edders d\u2019equip que ofereixen formaci\u00f3 cont\u00ednua als agents.<\/p>\n

Depenent del tipus de serveis que ofereixi el call center, la proporci\u00f3 entre supervisors i agents pot variar \u00e0mpliament. Els estudis de la ind\u00fastria mostren que els centres de trucades d\u2019ampli rendiment tenen entre 8 i 15 agents per l\u00edder d\u2019equip<\/strong>.<\/p>\n

Quines s\u00f3n les cinc qualitats d\u2019un bon Contact Center Manager?<\/strong><\/h5>\n
1) Capacitat per formar<\/strong><\/h5>\n

Els agents que s\u00f3n promocionats a Contact Center Manager<\/strong>, solen ser reconeguts per les seves excel\u00b7lents habilitats de servei al client, resoluci\u00f3 de problemes i coneixements dels processos del call center<\/strong>. Els l\u00edders d\u2019equip necessiten capacitaci\u00f3 especialitzada en l\u2019art del coaching d\u2019agents en els seg\u00fcents \u00e0mbits: aptituds de comunicaci\u00f3 un a un, capacitat de desenvolupar plans de millora del rendiment pels agents, i proporcionar comentaris i cr\u00edtiques constructius de manera coherent i en el moment oport\u00fa.<\/p>\n

2) Habilitat per motivar<\/strong><\/h5>\n

Un Contact Center Manager compr\u00e8n la naturalesa del treball del call center i sap com i quan els agents es senten motivats. Els l\u00edders d\u2019equip d\u2019alt rendiment es tornen creatius quan es tracta d\u2019estimular als agents<\/strong>, com encoratjar-los a seguir una determinada carrera professional amb l\u2019organitzaci\u00f3, identificar i abordar els primers signes d\u2019esgotament canviant l\u2019horari o assignant un treball m\u00e9s ajustat als seus interessos i el seu conjunt d\u2019habilitats.<\/p>\n

3) Experi\u00e8ncia anal\u00edtica<\/strong><\/h5>\n

Els Contact Center Manager efectius empren est\u00e0ndards mesurables i objectius per monitorejar l\u2019exercici dels agents. Els KPI del call center<\/strong>, com els temps de mitjana en cua dels usuaris, la velocitat de resposta, l\u2019interval d\u2019atenci\u00f3 i la durada de treball despr\u00e9s de la trucada, ofereixen als l\u00edders de l\u2019equip una gran quantitat d\u2019informaci\u00f3 per identificar problemes de rendiment<\/strong>. Els supervisors aprofiten les plataformes actuals de software d\u2019administraci\u00f3 de contact center, que presenten KPI en un format de tauler de control, el que facilita la identificaci\u00f3 de tend\u00e8ncies i la planificaci\u00f3 de plans de millora<\/strong>.<\/p>\n

4) Aptitud per enfocar-se i prioritzar<\/strong><\/h5>\n

Els volums de trucades canvien r\u00e0pidament per diverses raons, des de promocions especials llan\u00e7ades per l\u2019empresa, per\u00edodes de vacances i demanda estacional, fins events inesperats que causen interrupcions del servei. Els Contact Center Manager s\u2019han de fer c\u00e0rrec de les responsabilitats de m\u00faltiples tasques i projectes<\/strong>. Els l\u00edders d\u2019equip amb millor acompliment poden prioritzar projectes urgents, mentre mantenen el rendiment de l\u2019agent. Un cop m\u00e9s, la relaci\u00f3 l\u00edder-agent es torna important aqu\u00ed. Per aix\u00f2, els supervisors del call center han d\u2019esfor\u00e7ar-se per mantenir la millor relaci\u00f3 per a la gesti\u00f3 del rendiment<\/strong>.<\/p>\n

5) Capacitat d\u2019empatia i col\u00b7laboraci\u00f3<\/strong><\/h5>\n

La construcci\u00f3 d\u2019una relaci\u00f3 s\u00f2lida entre el Contact Center Manager i l\u2019equip comen\u00e7a demostrant que li importa el seu rendiment i s\u2019esfor\u00e7a per ajudar-los a sobresortir i avan\u00e7ar com agents. Els bons l\u00edders d\u2019equip desitgen compartir el cam\u00ed cap a l\u2019\u00e8xit a l\u2019explicar de forma clara les m\u00e8triques dels objectius de l\u2019organitzaci\u00f3 i al proporcionar un assessorament continu per a qu\u00e8 els agents comprenguin com assolir-los<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Si una empresa vol externalitzar els seus serveis del call center amb l\u2019objectiu d\u2019estalviar costos i millorar el rendiment, \u00e9s important analitzar l\u2019estructura de gesti\u00f3 del contact center del prove\u00efdor: des del responsable superior fins els supervisors que tenen contacte diari i directe amb els agents. La majoria dels prove\u00efdors de serveis de contact center… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33573,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33572","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nQuines s\u00f3n les cinc qualitats d\u2019un bon Contact Center Manager? - 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\/cuales-son-las-cinco-cualidades-de-un-buen-contact-center-manager\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quines s\u00f3n les cinc qualitats d\u2019un bon Contact Center Manager? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Si una empresa vol externalitzar els seus serveis del call center amb l\u2019objectiu d\u2019estalviar costos i millorar el rendiment, \u00e9s important analitzar l\u2019estructura de gesti\u00f3 del contact center del prove\u00efdor: des del responsable superior fins els supervisors que tenen contacte diari i directe amb els agents. 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