{"id":33798,"date":"2020-06-18T09:46:12","date_gmt":"2020-06-18T07:46:12","guid":{"rendered":"https:\/\/enreach.es\/blog\/els-4-principals-beneficis-dun-call-center-de-comercos-minoristes\/"},"modified":"2022-06-23T13:51:53","modified_gmt":"2022-06-23T13:51:53","slug":"els-4-principals-beneficis-dun-call-center-de-comercos-minoristes","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/els-4-principals-beneficis-dun-call-center-de-comercos-minoristes\/","title":{"rendered":"Els 4 principals beneficis d\u2019un call center de comer\u00e7os minoristes"},"content":{"rendered":"

El sector minorista ha experimentat una gran transformaci\u00f3 impulsada per les necessitats i expectatives canviants dels consumidors, juntament amb l\u2019expansi\u00f3 dels canals digitals.<\/p>\n

Sempre connectats, els consumidors experts en tecnologia estan remodelant l\u2019experi\u00e8ncia minorista per adaptar-la a les seves prefer\u00e8ncies d\u2019estil de vida<\/strong>. Ja no \u00e9s nom\u00e9s una q\u00fcesti\u00f3 de compres a la botiga o online. Els consumidors esperen interactuar amb les marques a trav\u00e9s de m\u00faltiples canals<\/strong>, ja siguin mitjan\u00e7ant el m\u00f2bil, visitant una botiga f\u00edsica o trucant per tel\u00e8fon. Els minoristes estan descobrint que els consumidors que empren m\u00faltiples canals s\u00f3n un segment m\u00e9s lucratiu.<\/p>\n

No \u00e9s cap secret que els clients s\u00f3n el factor que impulsa l\u2019\u00e8xit d\u2019un negoci minorista. Les empreses minoristes fracassaran si no posen el focus en el client<\/strong>. Es tracta d\u2019assegurar-se que l\u2019usuari tingui la millor experi\u00e8ncia, trobi els productes correctes i pugui resoldre qualsevol consulta en qualsevol moment.<\/p>\n

Aquests s\u00f3n reptes per a qualsevol persona a la ind\u00fastria minorista, sense importar si el seu negoci \u00e9s petit o si \u00e9s una marca reconeguda. Mantenir al client com el principal punt d\u2019enfocament pot ajudar als comer\u00e7os minoristes<\/a> a mantenir-se al cas de les tend\u00e8ncies i entregar el que necessiten abans que ho sol\u00b7licitin<\/strong>.<\/p>\n

Aquests reptes es poden gestionar fora de la botiga, en la majoria dels casos. Per aix\u00f2, els negocis minoristes, han de considerar contractar un call center per millorar l\u2019experi\u00e8ncia del client.<\/p>\n

Els 4 principals beneficis d\u2019un call center de comer\u00e7os minoristes<\/strong><\/h5>\n
1) Respondre a consultes de clients<\/strong><\/h5>\n

El primer que ve a la ment quan s\u2019escolta la paraula \u201ccall center\u201d \u00e9s tenir a alg\u00fa disponible per contestar al tel\u00e8fon i atendre aix\u00ed als clients. Aquest \u00e9s un element fonamental per a l\u2019\u00e8xit del contact center. Les petites, mitjanes i grans empreses poden beneficiar-se d\u2019un equip de trucades fora de la botiga f\u00edsica perqu\u00e8 poden centrar-se \u00fanicament en respondre a les consultes dels clients.<\/p>\n

D\u2019aquesta manera, els clients podran resoldre els seus dubtes en qualsevol moment. Un call center ben equipat pot estar disponible 24\/7\/365. No obstant, els usuaris tamb\u00e9 necessiten acc\u00e9s digital, especialment en moments dif\u00edcils del dia. El xat en viu, el correu electr\u00f2nic i altres formes digitals de comunicaci\u00f3 s\u00f3n tan importants com els serveis telef\u00f2nics per respondre a les preguntes dels clients<\/strong>.<\/p>\n

Els clients als quals se\u2019ls hi pot respondre r\u00e0pidament a les seves preguntes tenen m\u00e9s probabilitats de fer una compra o de ser un client habitual… especialment si hi havia un problema que havia de resoldre\u2019s.<\/p>\n

2) Resoldre problemes escalats<\/strong><\/h5>\n

Els clients que s\u00f3n m\u00e9s importants per a un negoci s\u00f3n els que estan a punt de no tornar mai. Ja sigui perqu\u00e8 un producte no va complir amb les seves expectatives, l\u2019entrega va arribar tard o es va perdre, o per un altre motiu diferent.<\/p>\n

Aquests problemes poden portar molt de temps de resoluci\u00f3 pels empleats minoristes, que tamb\u00e9 s\u00f3n responsables de mantenir la botiga en funcionament. Un equip de contact center pot ser format per reduir l\u2019escala de qualsevol client descontent, proporcionant-los les respostes que necessiten i assegurant-los que l\u2019empresa est\u00e0 aqu\u00ed per complaure al client<\/strong>.<\/p>\n

3) Recopilar i analitzar dades<\/strong><\/h5>\n

Els equips de call center estrat\u00e8gics ofereixen als comer\u00e7os minoristes un altre benefici: la capacitat de recopilar i analitzar dades sobre els clients<\/strong>. Quin \u00e9s el recorregut de compra del client? Com es pot millorar el customer journey? Quins problemes s\u2019informen m\u00e9s comunament?<\/p>\n

La recopilaci\u00f3 de dades \u00e9s habitual actualment gr\u00e0cies als aven\u00e7os tecnol\u00f2gics<\/strong>. El que diferencia a un negoci minorista avan\u00e7at de la seva compet\u00e8ncia \u00e9s la seva capacitat de llegir als seus clients. Per\u00f2 els empleats tradicionals poden no tenir la capacitat per realitzar aquesta funci\u00f3. Els agents del contact center estan capacitats i qualificats per recopilar i analitzar les dades dels clients<\/strong>.<\/p>\n

4) Desenvolupar una estrat\u00e8gia per millorar la qualitat general<\/strong><\/h5>\n

Per a qu\u00e8 la recopilaci\u00f3 i l\u2019an\u00e0lisi de dades \u00e9s necessari crear una estrat\u00e8gia per actuar en conseq\u00fc\u00e8ncia. L\u2019experi\u00e8ncia d\u2019una perspectiva de tercers pot ser molt valuosa per a un negoci minorista perqu\u00e8 un equip de trucades escolta el que els clients necessiten i desitgen<\/strong>. Despr\u00e9s, recopilen les dades i analitzen com es poden utilitzar per fer cr\u00e9ixer el negoci. En \u00faltima inst\u00e0ncia, es tracta de crear els objectius i els passos espec\u00edfics i tangibles necessaris per assolir-los i millorar la qualitat i els resultats del comer\u00e7<\/strong>.<\/p>\n

Per aix\u00f2, els comer\u00e7os minoristes poden beneficiar-se d\u2019un equip del centre d\u2019atenci\u00f3 telef\u00f2nica que respongui a les consultes dels clients, resolgui problemes, recopili i analitzi dades i desenvolupi una estrat\u00e8gia per millorar la qualitat del negoci. Aix\u00ed, el negoci pot beneficiar-se de la contractaci\u00f3 d\u2019empleats d\u2019un contact center BPO (Business Process Outsourcing, \u00e9s a dir, Externalitzaci\u00f3 de Processos de Negoci).<\/p>\n

En qu\u00e8 pot ajudar la contractaci\u00f3 d\u2019un BPO?<\/strong><\/h5>\n

Els BPO organitzen, capaciten i faciliten un equip de call center amb persones altament motivades i educades. La seva missi\u00f3 \u00e9s enfocar i formar als agents en ind\u00fastries de serveis espec\u00edfiques per a qu\u00e8 puguin convertir-se en experts del negoci<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

El sector minorista ha experimentat una gran transformaci\u00f3 impulsada per les necessitats i expectatives canviants dels consumidors, juntament amb l\u2019expansi\u00f3 dels canals digitals. Sempre connectats, els consumidors experts en tecnologia estan remodelant l\u2019experi\u00e8ncia minorista per adaptar-la a les seves prefer\u00e8ncies d\u2019estil de vida. Ja no \u00e9s nom\u00e9s una q\u00fcesti\u00f3 de compres a la botiga o… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":32059,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33798","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nEls 4 principals beneficis d\u2019un call center de comer\u00e7os minoristes - 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\/los-4-principales-beneficios-de-un-call-center-de-comercios-minoristas\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Els 4 principals beneficis d\u2019un call center de comer\u00e7os minoristes - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El sector minorista ha experimentat una gran transformaci\u00f3 impulsada per les necessitats i expectatives canviants dels consumidors, juntament amb l\u2019expansi\u00f3 dels canals digitals. Sempre connectats, els consumidors experts en tecnologia estan remodelant l\u2019experi\u00e8ncia minorista per adaptar-la a les seves prefer\u00e8ncies d\u2019estil de vida. Ja no \u00e9s nom\u00e9s una q\u00fcesti\u00f3 de compres a la botiga o... 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