{"id":33732,"date":"2020-03-25T08:38:57","date_gmt":"2020-03-25T07:38:57","guid":{"rendered":"https:\/\/enreach.es\/blog\/agents-remots-un-modelo-pel-futur-dels-call-centers\/"},"modified":"2022-06-23T13:51:45","modified_gmt":"2022-06-23T13:51:45","slug":"agents-remots-un-modelo-pel-futur-dels-call-centers","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/agents-remots-un-modelo-pel-futur-dels-call-centers\/","title":{"rendered":"Agents remots: un modelo pel futur dels call centers"},"content":{"rendered":"<p>El model d\u2019agent remot ha canviat r\u00e0pidament les operacions dels centres d\u2019atenci\u00f3 al client. I m\u00e9s en les \u00faltimes setmanes degut a la situaci\u00f3 d\u2019excepcionalitat ocasionada pel coronavirus, que ha obligat a moltes empreses a implementar el teletreball entre els seus empleats.<\/p>\n<p>Els <a href=\"https:\/\/www.masvoz.cat\/centraleta-virtual\/\"><strong>beneficis de l\u2019\u00fas d\u2019agents remots<\/strong><\/a> s\u00f3n un argument convincent per a les empreses que busquen <strong>agilitzar les operacions, proporcionar un millor servei al client, disminuir els costos del call center i augmentar la retenci\u00f3 d\u2019agents i la satisfacci\u00f3 laboral<\/strong>.<\/p>\n<p>El model d\u2019agent remot atreu a empleats de diverses situacions que desitgen treballar i estan disposats a complir horaris no tradicionals, per\u00f2 poden no tenir la capacitat de viatjar o no voler treballar en un entorn tradicional. Les empreses han descobert que hi ha molts empleats potencials amb horaris flexibles que es poden utilitzar per adaptar-se als buits d\u2019horaris dif\u00edcils d\u2019omplir.<\/p>\n<p><strong>Les organitzacions que volen millorar l\u2019experi\u00e8ncia dels seus clients estan buscant el model d\u2019un agent remot, en part degut al perfil d\u2019aquest tipus d\u2019empleats<\/strong>. Els agents que teletreballen solen tenir almenys 38 anys, s\u00f3n biling\u00fces i molts tenen experi\u00e8ncia en administraci\u00f3. A m\u00e9s a m\u00e9s, tendeixen a tenir maduresa i professionalitat, exhibeixen una \u00e8tica de treball superior i prefereixen l\u2019autonomia de treballar de forma remota.<\/p>\n<h5><strong>Tres beneficis principals de tenir agents remots<\/strong><\/h5>\n<h5><strong>1) Costos m\u00e9s baixos del call center<\/strong><\/h5>\n<p>Les empreses experimenten estalvis en el resultat final a trav\u00e9s de la <strong>reducci\u00f3 dels costos operatius del contact center<\/strong>. Aquesta reducci\u00f3 associada amb els agents remots inclou salaris inicials m\u00e9s baixos i beneficis redu\u00efts, menys necessitat d\u2019instal\u00b7lacions i personal de suport, m\u00e9s opcions de programaci\u00f3 flexibles i costos redu\u00efts de capacitaci\u00f3 associats amb una major retenci\u00f3 d\u2019agents.<\/p>\n<p>Aix\u00ed mateix, la dotaci\u00f3 de personal per a events especials, dies festius i vacances es simplifica mitjan\u00e7ant agents remots amb horaris flexibles. Aquests empleats tamb\u00e9 poden acomodar pics en el volum de trucades a curt termini.<\/p>\n<p>La <strong>capacitaci\u00f3 virtual<\/strong> permet als agents viure fora dels l\u00edmits geogr\u00e0fics del centre d\u2019atenci\u00f3 telef\u00f2nica i rebre la mateixa capacitaci\u00f3 que els agents del call center. Un cop que es completa la capacitaci\u00f3 inicial, es pot implementar una formaci\u00f3 continuada per agents remots a trav\u00e9s de la tecnologia e-learning.<\/p>\n<h5><strong>2) Servei al client millorat<\/strong><\/h5>\n<p>Els experts informen que un excel\u00b7lent servei al client est\u00e0 directament relacionat amb la satisfacci\u00f3 de l\u2019agent. Amb la resoluci\u00f3 en la primera trucada, <strong>s\u2019ha demostrat que els agents remots creen una millor experi\u00e8ncia del client que resulta en una major lleialtat<\/strong>. La fidelitat de l\u2019usuari degut a un servei millorat es tradueix en majors ingressos.<\/p>\n<p><strong>La productivitat de l\u2019agent \u00e9s la clau de l\u2019\u00e8xit del contact center<\/strong>, que inclou un excel\u00b7lent servei al client i assolit constantment els objectius de nivell de servei. Quan els agents no compleixen o tenen un baix rendiment, els nivells de servei poden veure\u2019s greument afectats. Els agents del call center troben interrupcions al llarg del dia que afecten a la seva productivitat. S\u2019ha demostrat que els agents remots s\u00f3n m\u00e9s productius, amb un major rendiment reportat de fins a una hora di\u00e0ria. <strong>Treballar en un entorn amb menys o cap interrupci\u00f3 permet als agents centrar-se en complir els objectius de nivell de servei<\/strong>.<\/p>\n<p>Els agents que teletreballen augmenten l\u2019<strong>estabilitat operativa <\/strong>al tenir empleats en m\u00faltiples ubicacions que poden continuar treballant durant una interrupci\u00f3 o una situaci\u00f3 excepcional. A m\u00e9s a m\u00e9s, els agents remots poden omplir el buit quan sorgeixen problemes interns en els call center responent trucades sense interrompre el servei.<\/p>\n<h5><strong>3) Millor satisfacci\u00f3 i retenci\u00f3 dels empleats<\/strong><\/h5>\n<p>La satisfacci\u00f3 de l\u2019empleat condueix a la retenci\u00f3 de l\u2019agent. La substituci\u00f3 d\u2019agents \u00e9s una consideraci\u00f3 important de costos per a les empreses amb una alta rotaci\u00f3 de treballadors. <strong>Els costos de reclutament i capacitaci\u00f3 poden afectar significativament al marge de guanys de l\u2019empresa<\/strong>. La taxa de retenci\u00f3 per alguns agents remots \u00e9s del 80% enfront al 25% dels interns.<\/p>\n<p>La moral de l\u2019agent \u00e9s un factor clau en la retenci\u00f3. <strong>Els agents que teletreballen tenen m\u00e9s probabilitats d\u2019estar satisfets amb les seves feines degut a que tenen el control dels seus horaris, el que els hi permet un millor equilibri entre el treball i la vida personal<\/strong>. Si b\u00e9 les eines de software estan disponibles per ajudar a augmentar el control dels agents sobre els horaris, el model a la llar reempla\u00e7a les solucions de software que s\u2019ofereixen als agents en el call center. Els agents remots poden crear horaris \u00fanics per a la seva disponibilitat. Els horaris es poden segmentar al llarg del dia i variar di\u00e0riament.<\/p>\n<p>En conclusi\u00f3, <strong>moltes companyies estan implementant el model d\u2019agent remot amb la finalitat de millorar el servei al client i augmentar la seva lleialtat, aix\u00ed com augmentar la retenci\u00f3 a trav\u00e9s de la satisfacci\u00f3 millorada de l\u2019agent<\/strong>. El model d\u2019agent que teletreballa compleix aquests dos objectius.<strong>\u00a0<\/strong><\/p>\n<p>Els beneficis de tenir un grup de treball il\u00b7limitat entre els quals escollir \u00e9s incalculable per complir amb les demandes de programaci\u00f3 d\u2019\u00faltim minut, omplir els espais de temps de volum de trucades pic o continuar el servei durant emerg\u00e8ncies. Els agents remots poden ubicar-se en qualsevol part del pa\u00eds i estan disponibles per a franges hor\u00e0ries dif\u00edcils d\u2019omplir, el que permet als call center oferir horaris estesos. <strong>El model d\u2019agent remot crea una situaci\u00f3 beneficiosa tant pels empleats com per a les empreses al millorar l\u2019efici\u00e8ncia i disminuir costos<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El model d\u2019agent remot ha canviat r\u00e0pidament les operacions dels centres d\u2019atenci\u00f3 al client. I m\u00e9s en les \u00faltimes setmanes degut a la situaci\u00f3 d\u2019excepcionalitat ocasionada pel coronavirus, que ha obligat a moltes empreses a implementar el teletreball entre els seus empleats. Els beneficis de l\u2019\u00fas d\u2019agents remots s\u00f3n un argument convincent per a les&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/agents-remots-un-modelo-pel-futur-dels-call-centers\/\" title=\"Read Agents remots: un modelo pel futur dels call centers\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33733,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33732","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>Agents remots: un modelo pel futur dels call centers - 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\/agentes-remotos-un-modelo-para-el-futuro-de-los-call-centers\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Agents remots: un modelo pel futur dels call centers - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El model d\u2019agent remot ha canviat r\u00e0pidament les operacions dels centres d\u2019atenci\u00f3 al client. I m\u00e9s en les \u00faltimes setmanes degut a la situaci\u00f3 d\u2019excepcionalitat ocasionada pel coronavirus, que ha obligat a moltes empreses a implementar el teletreball entre els seus empleats. Els beneficis de l\u2019\u00fas d\u2019agents remots s\u00f3n un argument convincent per a les... 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