{"id":33864,"date":"2020-09-01T11:51:57","date_gmt":"2020-09-01T09:51:57","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-gestionar-la-qualitat-dels-agents-remots-dun-call-center\/"},"modified":"2022-06-23T13:52:00","modified_gmt":"2022-06-23T13:52:00","slug":"com-gestionar-la-qualitat-dels-agents-remots-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-gestionar-la-qualitat-dels-agents-remots-dun-call-center\/","title":{"rendered":"Com gestionar la qualitat dels agents remots d\u2019un call center?"},"content":{"rendered":"<p>Quan la COVID-19 va requerir per primer cop un enfocament de teletreball, la majoria dels call center es van preocupar pel b\u00e0sic: connectar als agents remots als sistemes essencials; redireccionar als clients a canals digitals per alleugerir la c\u00e0rrega dels agents del contact center; i intentar oferir una experi\u00e8ncia satisfact\u00f2ria donades les circumst\u00e0ncies.<\/p>\n<p>Ara que aquests elements estan implementats, el seg\u00fcent pas \u00e9s <strong>examinar els mecanismes de control de qualitat que garanteixen una experi\u00e8ncia excel\u00b7lent pel client<\/strong>. Les empreses es pregunten si tenen la soluci\u00f3 adequada pel futur: Poden oferir les mateixes o millors experi\u00e8ncies en comparaci\u00f3 amb abans de la COVID-19? <strong>La p\u00e8rdua i l\u2019adquisici\u00f3 de clients s\u00f3n dues m\u00e8triques clau que definiran la resposta<\/strong>.<\/p>\n<h5><strong>Identificant els buits en el control de qualitat<\/strong><\/h5>\n<p>Als call center, la qualitat es gestiona de dues maneres. Els agents reben guions, bases de coneixements i orientaci\u00f3 sobre com gestionar les trucades. I <strong>els supervisors i l\u00edders d\u2019equip estan pendents, escoltant trucades i oferint assessorament als empleats<\/strong>. Aquests supervisors tamb\u00e9 escolten trucades en viu i enregistrades amb finalitats de capacitaci\u00f3 i compliment de la qualitat.<\/p>\n<p>Degut a que els l\u00edders d\u2019equip nom\u00e9s poden escoltar una petita porci\u00f3 de les trucades, \u00e9s dif\u00edcil obtenir una imatge real de quin rendiment t\u00e9 cada agent i la seva possible dificultat en \u00e0rees espec\u00edfiques. Les trucades escoltades poden ser indicadors at\u00edpics en els quals els agents s\u2019han desenvolupat particularment b\u00e9 o malament, no obstant, no representen el seu rendiment i productivitat general.<\/p>\n<p><strong>A moltes organitzacions, les interaccions digitals, com el xat en viu o el correu electr\u00f2nic, no s\u2019inclouen a les revisions de qualitat<\/strong>. Al perdre\u2019s canals clau de revisi\u00f3, els contact center corren el risc de no oferir una experi\u00e8ncia consistent als usuaris. <strong>La gesti\u00f3 de qualitat multicanal \u00e9s fonamental perqu\u00e8 els clients utilitzen diversos canals en les seves interaccions<\/strong>.<\/p>\n<h5><strong>Fian\u00e7ant un nou concepte de qualitat <\/strong><\/h5>\n<p>Quan els agents van passar a teletreballar, els enfocaments tradicionals de la gesti\u00f3 de qualitat van canviar. <strong>Els supervisors no podien oferir assessorament <em>in situ<\/em> als <a href=\"https:\/\/www.masvoz.cat\/allibera-les-teves-comunicacions\">agents remots<\/a><\/strong>. Per tant, la visibilitat del seu rendiment, que ja era relativament baixa, es va reduir a gaireb\u00e9 res.<\/p>\n<p>I, en un entorn de treball on els capacitadors i supervisors no poden veure ni ajudar f\u00edsicament als agents, mantenir els processos de qualitat es torni m\u00e9s complicat i m\u00e9s important alhora. <strong>Els call center han de controlar estrictament la qualitat per no comprometre l\u2019experi\u00e8ncia del client, diluint el valor de la marca i la lleialtat del client<\/strong>.<\/p>\n<h5><strong>Com pot ajudar la tecnologia?<\/strong><\/h5>\n<p>La soluci\u00f3 \u00e9s utilitzar tecnologia intel\u00b7ligent per omplir aquests buits i oferir un proc\u00e9s de qualitat que analitzi el treball des de qualsevol lloc. <strong>Existeixen diverses tecnologies que poden ajudar a gestionar i millorar els processos de qualitat als contact center<\/strong>:<\/p>\n<h5><strong>1) Intel\u00b7lig\u00e8ncia artificial (IA) i an\u00e0lisi de dades<\/strong><\/h5>\n<p><strong>Amb una eina impulsada per IA que utilitzi tecnologia de reconeixement de veu, els supervisors poden obtenir informaci\u00f3 del 100% de les trucades<\/strong>. La mateixa tecnologia d\u2019Intel\u00b7lig\u00e8ncia Artificial es pot aplicar a qualsevol interacci\u00f3 digital, ja sigui per correu electr\u00f2nic, xat, missatgeria o fins i tot xat bots. Aix\u00ed, la qualitat impulsada per l\u2019an\u00e0lisi vol dir dues coses: es poden escoltar totes les converses sense l\u2019esfor\u00e7 hum\u00e0 requerit per aconseguir \u00e0rees clau de millora dirigides a cada agent. Aquest pot ser avaluat pels seus m\u00e8rits i la totalitat del seu rendiment. Aix\u00f2 facilita la identificaci\u00f3 d\u2019\u00e0rees de millora i recompensa als millors.<\/p>\n<p><strong>Un sistema d\u2019IA pot mesurar les interaccions de forma objectiva i proporcionar informaci\u00f3 sobre els comportaments<\/strong>. Alguns sistemes recents d\u2019an\u00e0lisi de dades poden fins i tot proporcionar informaci\u00f3 sobre comportaments i habilitats com l\u2019empatia i la flexibilitat. <strong>La puntuaci\u00f3 d\u2019aquestes interaccions per obtenir informaci\u00f3 precisa converteix les dades en informaci\u00f3 \u00fatil i processable<\/strong>.<\/p>\n<h5><strong>2) Bessons digitals<\/strong><\/h5>\n<p>Les interaccions entre humans i m\u00e0quines s\u00f3n cada cop m\u00e9s comuns. <strong>Oferir als usuaris una interacci\u00f3 realista i convincent amb les m\u00e0quines \u00e9s clau per oferir excel\u00b7lents experi\u00e8ncies d\u2019autoservei i basades en bots<\/strong>.<\/p>\n<p><strong>Els bessons digitals poden proporcionar orientaci\u00f3 contextual en temps real pels agents, ajudar-los a adaptar-se r\u00e0pidament a les noves pautes i pol\u00edtiques, oferir capacitaci\u00f3 virtual, recopilar informaci\u00f3 rellevant per a cada trucada i accelerar les activitats de conclusi\u00f3 de la trucada<\/strong>, incloses les notes automatitzades. Aix\u00f2 permet als supervisors assegurar-se que els agents estiguin treballant d\u2019acord amb els processos de qualitat.<\/p>\n<h5><strong>3) An\u00e0lisi de la gesti\u00f3 de la for\u00e7a laboral<\/strong><\/h5>\n<p>Mitjan\u00e7ant l\u2019an\u00e0lisi de dades, els supervisors del call center poden determinar quins agents s\u00f3n m\u00e9s efectius en quin moment del dia, per exemple, i programar-los per a qu\u00e8 treballin en conseq\u00fc\u00e8ncia. O poden programar agents amb la persona adient pels diferents tipus d\u2019usuaris amb els quals tractaran.<\/p>\n<h5><strong>El paper de la qualitat en l\u2019entrega d\u2019experi\u00e8ncies s\u00f2lides al client<\/strong><\/h5>\n<p>El diferenciador competitiu m\u00e9s impactant a disposici\u00f3 de qualsevol organitzaci\u00f3 \u00e9s una experi\u00e8ncia de client positiva i consistent. L\u2019\u00fanica forma de garantir aix\u00f2 \u00e9s establir estrictes controls de qualitat. Per exemple, al monitorejar el 100% de les interaccions, els supervisors poden veure qui t\u00e9 un bon rendiment i\/o qui necessita formaci\u00f3.<\/p>\n<p>La necessitat de portar els call center al treball remot ha creat un gran augment en la demanda de personal en molts d\u2019ells. Aix\u00f2 vol dir que es pot assignar temporalment a persones de l\u2019organitzaci\u00f3 amb altres rols per respondre a les trucades dels usuaris. <strong>El control de qualitat \u00e9s encara m\u00e9s important en aquests escenaris per ajudar a aquests nous agents<\/strong>, generalment sense experi\u00e8ncia, a oferir una s\u00f2lida experi\u00e8ncia al client.<\/p>\n<p>En conclusi\u00f3,<strong> amb una millor tecnologia, els agents poden ser m\u00e9s productius, el que en \u00faltima instancia ofereix una millor experi\u00e8ncia al client<\/strong>. Gestionar la qualitat dels agents remots \u00e9s essencial. <strong>Amb la tecnologia adequada, la qualitat pot convertir-se en un diferenciador competitiu<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quan la COVID-19 va requerir per primer cop un enfocament de teletreball, la majoria dels call center es van preocupar pel b\u00e0sic: connectar als agents remots als sistemes essencials; redireccionar als clients a canals digitals per alleugerir la c\u00e0rrega dels agents del contact center; i intentar oferir una experi\u00e8ncia satisfact\u00f2ria donades les circumst\u00e0ncies. Ara que&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-gestionar-la-qualitat-dels-agents-remots-dun-call-center\/\" title=\"Read Com gestionar la qualitat dels agents remots d\u2019un call center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29185,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33864","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>Com gestionar la qualitat dels agents remots 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\/como-gestionar-la-calidad-de-los-agentes-remotos-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=\"Com gestionar la qualitat dels agents remots d\u2019un call center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Quan la COVID-19 va requerir per primer cop un enfocament de teletreball, la majoria dels call center es van preocupar pel b\u00e0sic: connectar als agents remots als sistemes essencials; redireccionar als clients a canals digitals per alleugerir la c\u00e0rrega dels agents del contact center; i intentar oferir una experi\u00e8ncia satisfact\u00f2ria donades les circumst\u00e0ncies. 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