{"id":33812,"date":"2020-07-07T07:45:43","date_gmt":"2020-07-07T05:45:43","guid":{"rendered":"https:\/\/enreach.es\/blog\/les-3-millors-idees-per-realitzar-un-seguiment-dun-call-center\/"},"modified":"2022-06-23T13:51:55","modified_gmt":"2022-06-23T13:51:55","slug":"les-3-millors-idees-per-realitzar-un-seguiment-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/les-3-millors-idees-per-realitzar-un-seguiment-dun-call-center\/","title":{"rendered":"Les 3 millors idees per realitzar un seguiment d\u2019un call center"},"content":{"rendered":"

Circumst\u00e0ncies inusuals, com una pand\u00e8mia, tendeixen a destacar les idees m\u00e9s importants dels contact center. Els temps estressants i les condicions econ\u00f2miques incertes poden treure el pitjor de tots: els clients s\u00f3n menys pacients, i els agents poden renunciar a part de la seva formaci\u00f3 degut a horaris m\u00e9s extensos o distraccions creades per nous entorns de treball des de casa.<\/p>\n

Els l\u00edders dels centres d\u2019atenci\u00f3 telef\u00f2nica, volen administrar i optimitzar el seu equipo d\u2019atenci\u00f3 telef\u00f2nica, de manera que els agents operen a un nivell d\u2019alt rendiment malgrat qualsevol intensitat addicional imprevista. Desitgen preservar i garantir una experi\u00e8ncia del client superior en tot moment.<\/p>\n

El primer i m\u00e9s important pas per oferir un excel\u00b7lent servei al client \u00e9s <\/strong>monitorejar i actuar r\u00e0pidament per saber quines s\u00f3n les dades m\u00e9s importants<\/strong><\/a> que s\u2019han d\u2019obtenir del call center<\/strong>. Per\u00f2, quines s\u00f3n les m\u00e9s cr\u00edtics avui en dia?<\/p>\n

Les 3 millors idees per realitzar un seguiment d\u2019un call center<\/strong><\/h5>\n
1) Sentiment i satisfacci\u00f3 del client<\/strong><\/h5>\n

El sentiment i la satisfacci\u00f3 del client segueixen sent la millor idea per rastrejar l\u2019\u00e8xit continu del call center.<\/p>\n

El sentiment negatiu de l\u2019usuari i la insatisfacci\u00f3 amb el servei al client rebut s\u00f3n els factors principals que impulsen les males relaciones amb les marques i els majors predictors de la p\u00e8rdua de clients: si no mostren un sentiment positiu o si els clients no estan satisfets amb el servei o suport que reben, buscaran en un altre lloc<\/strong>.<\/p>\n

Una enquesta directa al client \u00e9s la forma m\u00e9s senzilla i comuna en qu\u00e8 les empreses realitzen un seguiment de la satisfacci\u00f3 del client<\/strong>. Malauradament, nom\u00e9s l\u20191-2% de les enquestes de satisfacci\u00f3 del client enviades es completen, el que deixa als gerents desinformats sobre el 98-99% de les interaccions dels agents.<\/p>\n

Les eines com l\u2019an\u00e0lisi de la parla, l\u2019an\u00e0lisi de sentiments i les puntuacions predictives del Net Promoter Score (NPS) estan dissenyades per omplir aquest buit d\u2019informaci\u00f3 i fan un gran treball, per\u00f2 nom\u00e9s si es realitza un seguiment.<\/p>\n

2) Experi\u00e8ncia i productivitat dels empleats <\/strong><\/h5>\n

L\u2019experi\u00e8ncia i la productivitat dels empleats tracta d\u2019assegurar-se de millorar la satisfacci\u00f3 del client d\u2019una manera rendible, protegint proactivament els resultats de les empreses.<\/p>\n

Els agents experimentats tendeixen a rebre puntuacions i sentiments m\u00e9s alts o m\u00e9s positius que aquells menys experimentats<\/strong>. Per\u00f2 l\u2019efici\u00e8ncia de costos t\u00e9 lloc quan els agents experimentats tamb\u00e9 entreguen aquestes interaccions positives en un per\u00edode de temps m\u00e9s curt.<\/p>\n

Per aprofitar al m\u00e0xim la informaci\u00f3 sobre els clients, els agents de refer\u00e8ncia poden fer ambdues coses: s\u00f3n molt productius, per\u00f2 tamb\u00e9 reben altes puntuacions de satisfacci\u00f3 \/ sentiment del client. Aix\u00ed mateix, analitzar com treballen aquests agents pot ajudar a desenvolupar un pla de capacitaci\u00f3 per a qu\u00e8 la resta de l\u2019equip pugui seguir els mateixos m\u00e8todes.\u00a0<\/strong><\/p>\n

3) Problemes o necessitats comunes del client <\/strong><\/h5>\n

Des de la perspectiva del personal, un dels aspectes m\u00e9s importants \u00e9s la classificaci\u00f3 de contactes per identificar els problemes o necessitats comunes dels clients.<\/p>\n

Aix\u00f2 \u00e9s degut a que els contact center altament eficients comprenen quines parts espec\u00edfiques de coneixement o habilitats es necessiten per resoldre r\u00e0pidament els problemes comuns dels clients<\/strong>. Identifiquen exactament el que els agents han de fer per ser m\u00e9s productius i eficients, despr\u00e9s implementen programes precisos de capacitaci\u00f3 que enfoquen als agents a les \u00e0rees tem\u00e0tiques que van mostrar m\u00e9s car\u00e8ncies.<\/p>\n

L\u2019an\u00e0lisi de la parla \u00e9s la millor eina per obtenir la informaci\u00f3 sobre els problemes o necessitats comunes dels clients<\/strong>, ja que ajuda a comprendre per qu\u00e8 truquen els usuaris i quines s\u00f3n les seves consultes.<\/p>\n","protected":false},"excerpt":{"rendered":"

Circumst\u00e0ncies inusuals, com una pand\u00e8mia, tendeixen a destacar les idees m\u00e9s importants dels contact center. Els temps estressants i les condicions econ\u00f2miques incertes poden treure el pitjor de tots: els clients s\u00f3n menys pacients, i els agents poden renunciar a part de la seva formaci\u00f3 degut a horaris m\u00e9s extensos o distraccions creades per nous… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":29120,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33812","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nLes 3 millors idees per realitzar un seguiment 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\/las-3-mejores-ideas-para-realizar-un-seguimiento-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=\"Les 3 millors idees per realitzar un seguiment d\u2019un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Circumst\u00e0ncies inusuals, com una pand\u00e8mia, tendeixen a destacar les idees m\u00e9s importants dels contact center. Els temps estressants i les condicions econ\u00f2miques incertes poden treure el pitjor de tots: els clients s\u00f3n menys pacients, i els agents poden renunciar a part de la seva formaci\u00f3 degut a horaris m\u00e9s extensos o distraccions creades per nous... 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