{"id":33592,"date":"2019-11-05T09:07:38","date_gmt":"2019-11-05T08:07:38","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-construir-una-cultura-centrada-en-el-client-en-un-call-center\/"},"modified":"2022-06-23T13:51:32","modified_gmt":"2022-06-23T13:51:32","slug":"com-construir-una-cultura-centrada-en-el-client-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-construir-una-cultura-centrada-en-el-client-en-un-call-center\/","title":{"rendered":"Com construir una cultura centrada en el client en un call center"},"content":{"rendered":"

Els call center creen una plataforma per a comunicacions comercials entre usuaris i agents. Per assegurar-se que aquesta comunicaci\u00f3 sigui productiva i estigui orientada als resultats, \u00e9s necessari fer \u00fas de les dades obtingudes dels usuaris en cada trucada o interacci\u00f3, que ajudaran a que l\u2019escenari actual de l\u2019entorn dels contact center estigui centrat en el client.<\/p>\n

La pregunta principal \u00e9s quines s\u00f3n les pr\u00e0ctiques que fan que l\u2019activitat usuari-agent estigui centrada en el client i per qu\u00e8 \u00e9s necess\u00e0ria pels call center. La resposta est\u00e0 en la psicologia de la persona que realitza la trucada. Quan un usuari contacta amb un centre de trucades, est\u00e0 buscant una soluci\u00f3<\/strong>. Des de la seva perspectiva, aquesta soluci\u00f3 ha de ser apropiada i instant\u00e0nia.<\/p>\n

Centrar-se en oferir una soluci\u00f3 a les queixes i consultes dels usuaris \u00e9s l\u2019aspecte m\u00e9s important de qualsevol tipus de servei al client. El comportament i l\u2019actitud d\u2019un agent de servei al client \u00e9s el factor m\u00e9s important que decideix si un call center telef\u00f2nic est\u00e0 centrat o no en l\u2019usuari<\/strong>.<\/p>\n

Com construir una cultura centrada en el client en un call center<\/strong><\/h5>\n
1) Entenent als usuaris<\/strong><\/h5>\n

Si un call center busca centrar-se en el client, la part essencial \u00e9s comprendre als usuaris en termes dels seus interessos, comportament i necessitats<\/strong>. Aix\u00ed, un determinat conjunt d\u2019usuaris pot centrar-se nom\u00e9s en el resultat final de la trucada o interacci\u00f3, mentre que d\u2019altres poden estar interessats en la rapidesa i precisi\u00f3 del servei.<\/p>\n

La segmentaci\u00f3 dels usuaris en funci\u00f3 dels seus requisits \u00e9s necess\u00e0ria per oferir el tipus de servei que desitgen d\u2019una manera molt m\u00e9s efectiva<\/strong>. Comprendre les seves necessitats ajuda a prendre les decisions correctes per fer que una organitzaci\u00f3 estigui m\u00e9s centrada en el client.<\/p>\n

En aquest punt les dades del client s\u00f3n el factor principal. La idea \u00e9s aprofundir i utilitzar l\u2019an\u00e0lisi de dades per obtenir informaci\u00f3 valuosa pel call center i garantir una atenci\u00f3 efectiva als agents<\/strong>. D\u2019aquesta manera, la clau \u00e9s la implementaci\u00f3 d\u2019eines d\u2019atenci\u00f3 al client en el call center d\u2019acord amb el comportament corresponent dels usuaris.<\/p>\n

2) Treballant en la conscienciaci\u00f3 de l\u2019usuari<\/strong><\/h5>\n

Educar als usuaris sobre els productes i serveis d\u2019una empresa \u00e9s una part essencial per centrar-se m\u00e9s en el client, donat que ajuda a que els usuaris puguin emprar els serveis en tot el seu potencial<\/strong>, de forma \u00e0gil i r\u00e0pida.<\/p>\n

Aquesta pr\u00e0ctica ajuda a posar una imatge clara enfront als usuaris sobre els serveis oferts. A m\u00e9s, mentre fa \u00fas dels serveis, un client ben informat pot proporcionar comentaris significatius i positius que contribueixin a la millora de l\u2019oferiment dels productes i serveis.<\/p>\n

3) Construint una experi\u00e8ncia perfecta per a l\u2019usuari<\/strong><\/h5>\n

Nom\u00e9s es pot facilitar una experi\u00e8ncia fluida al client si la tecnologia i els esfor\u00e7os humans s\u2019encarreguen de totes les circumst\u00e0ncies en les quals es pot passar per alt la preocupaci\u00f3 d\u2019un usuari. Tot el treball realitzat per reduir el buit entre les expectatives del client i l\u2019acc\u00e9s als serveix impulsa l\u2019experi\u00e8ncia general de l\u2019usuari<\/strong>.<\/p>\n

Un enfoc centrat en el client tamb\u00e9 consisteix en avan\u00e7ar-se a les seves necessitats i dissenyar els serveis en conseq\u00fc\u00e8ncia.<\/p>\n

Per a qu\u00e8 l\u2019experi\u00e8ncia sigui fluida, \u00e9s necessari comprendre els passos que d\u00f3na un usuari quan busca un servei o suport. En aquest context, la pres\u00e8ncia de tecnologia en el n\u00favol exerceix un paper important<\/strong>.<\/p>\n

4) Adoptant la tecnologia correcta<\/strong><\/h5>\n

El sistema d\u2019un call center necessita estar equipat amb <\/strong>la tecnologia i les eines necess\u00e0ries<\/strong><\/a>. Els mitjans d\u2019atenci\u00f3 al client, han de ser intu\u00eftius i precisos.<\/p>\n

En els \u00faltims temps, les solucions de contact center allotjades en el n\u00favol<\/strong>, com centres de trucades virtuals o IVR (Interactive Voice Response), entre d\u2019altres, han canviat substancialment l\u2019escenari actual. Amb l\u2019ajut d\u2019aquestes solucions, el sistema d\u2019atenci\u00f3 al client d\u2019avui en dia ha aconseguit estar ben equipat i centrat en l\u2019usuari<\/strong>.<\/p>\n

Una cultura centrada en el client est\u00e0 relacionada amb un enfoc complet en els usuaris i amb fer \u00fas de la informaci\u00f3, les dades i les estad\u00edstiques obtingudes de la millor manera possible. Aquestes pr\u00e0ctiques ajuden encara m\u00e9s a proporcionar als usuaris un servei i un suport que no requereix un esfor\u00e7 per a ells, atribut essencial per crear un entorn centrat en el client<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els call center creen una plataforma per a comunicacions comercials entre usuaris i agents. Per assegurar-se que aquesta comunicaci\u00f3 sigui productiva i estigui orientada als resultats, \u00e9s necessari fer \u00fas de les dades obtingudes dels usuaris en cada trucada o interacci\u00f3, que ajudaran a que l\u2019escenari actual de l\u2019entorn dels contact center estigui centrat en… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33593,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33592","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCom construir una cultura centrada en el client en un 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\/como-construir-una-cultura-centrada-en-el-cliente-en-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com construir una cultura centrada en el client en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els call center creen una plataforma per a comunicacions comercials entre usuaris i agents. Per assegurar-se que aquesta comunicaci\u00f3 sigui productiva i estigui orientada als resultats, \u00e9s necessari fer \u00fas de les dades obtingudes dels usuaris en cada trucada o interacci\u00f3, que ajudaran a que l\u2019escenari actual de l\u2019entorn dels contact center estigui centrat en... 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