{"id":33920,"date":"2020-11-03T09:17:31","date_gmt":"2020-11-03T08:17:31","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-treure-el-maxim-potencial-a-les-gravacions-de-trucades-en-un-call-center\/"},"modified":"2022-06-23T13:52:07","modified_gmt":"2022-06-23T13:52:07","slug":"com-treure-el-maxim-potencial-a-les-gravacions-de-trucades-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-treure-el-maxim-potencial-a-les-gravacions-de-trucades-en-un-call-center\/","title":{"rendered":"Com treure el m\u00e0xim potencial a les gravacions de trucades en un call center"},"content":{"rendered":"<p>Un estudi de Contact Babel va trobar que el 91% dels call center utilitzen software de gravaci\u00f3 de trucades, registrant el 100% de les trucades entrants i sortints.<\/p>\n<p>Un <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/recepcio-de-trucades\/\">software de gravaci\u00f3 de trucades<\/a> <\/strong>enregistra converses telef\u00f2niques a trav\u00e9s de VoIP (Voice Over Internet Protocol) o PSTN (Public Switched Telephone Network), i les emmagatzema en format d\u2019\u00e0udio digital. El software tamb\u00e9 pot tenir funcionalitat de registre de trucades. \u00c9s important que els call center el tinguin per proporcionar un excel\u00b7lent servei al client, i aix\u00ed augmentar les seves vendes i servei.<\/p>\n<h5><strong>Per qu\u00e8 s\u00f3n importants les gravacions de trucades dels call center?<\/strong><\/h5>\n<ul>\n<li>Perqu\u00e8 juguen un paper central en el monitoreig, mesurament i millora de la qualitat de les trucades.<\/li>\n<li>Perqu\u00e8 mitiguen els riscos. S\u00f3n un relat directe de la interacci\u00f3 entre un client i un agent.<\/li>\n<li>Perqu\u00e8 protegeixen tant als agents como als usuaris.<\/li>\n<\/ul>\n<h5><strong>Quines s\u00f3n les millors formes d\u2019utilitzar les gravacions de trucades?<\/strong><\/h5>\n<p>Les gravacions de trucades no s\u00f3n nom\u00e9s per a la resoluci\u00f3 de conflictes i qualitat. Les converses entre clients i agents ofereixen una gran quantitat d\u2019informaci\u00f3 sobre productes, sentiment, m\u00e0rqueting o pol\u00edtiques empresarials, entre d\u2019altres.<\/p>\n<h5><strong>1) Gesti\u00f3 de la qualitat<\/strong><\/h5>\n<p>Tot programa de gesti\u00f3 de bona qualitat implica escoltar i avaluar una mostra de gravacions de trucades. <strong>Les avaluacions garanteixen que els agents s\u2019adhereixin als est\u00e0ndards d\u2019experi\u00e8ncia del client (CX), resolguin els problemes de manera eficient i precisa i segueixin els procediments de compliment<\/strong>. Tamb\u00e9 ajuden a identificar necessitats de formaci\u00f3 dels agents. Quan se\u2019ls instrueix en les seves avaluacions de qualitat, aquests han de tenir acc\u00e9s a les gravacions relacionades. Del contrario, \u00e9s possible que no recordin la trucada (probablement) o poden recordar-la de manera diferent al que va passar.<\/p>\n<h5><strong>2) Resoluci\u00f3 de conflictes<\/strong><\/h5>\n<p>Una gravaci\u00f3 de trucades proporciona un relat directe del que va succeir durant la interacci\u00f3 entre un agent i un client. Fins i tot por ser admissible en un tribunal si s\u2019han seguit les regles de consentiment adequades. <strong>Escoltar la trucada ajuda als gerents del contact center a comprendre el que va passar, identificar la millor manera de gestionar la situaci\u00f3 amb el client i determinar si \u00e9s necessari prendre mesures<\/strong>.<\/p>\n<h5><strong>3) Capacitaci\u00f3 dels agents<\/strong><\/h5>\n<p>Agafar aquesta primera trucada pot ser aterrador pels nous agents. Fins i tot despr\u00e9s d\u2019una capacitaci\u00f3 completa, \u00e9s possible que encara no tinguin la confian\u00e7a necess\u00e0ria. Un nou agent que no tingui fe en si mateix tindr\u00e0 dificultats per oferir una experi\u00e8ncia de client satisfact\u00f2ria. Per aix\u00f2, <strong>la reproducci\u00f3 de les gravacions de trucades bones i dolentes durant la formaci\u00f3 podria ser l\u2019impuls d\u2019aprenentatge i confian\u00e7a que necessiten alguns agents<\/strong>. Ajudar\u00e0 a desmitificar el proc\u00e9s d\u2019interacci\u00f3 i oferir\u00e0 als agents alguns exemples de la vida real de qu\u00e8 fer o no fer.<\/p>\n<h5><strong>4) Identificaci\u00f3 de problemes<\/strong><\/h5>\n<p>Les gravacions de trucades poden ajudar a identificar problemes. Aquests poden variar des de codis de cup\u00f3 que no funcionen al lloc web, defectes del producte i problemes d\u2019enviament. <strong>Els call center es dediquen a resoldre problemes, pel que sovint se\u2019ls avisa d\u2019ells abans que a ning\u00fa a l\u2019empresa<\/strong>. Els problemes importants poden identificar-se simplement perqu\u00e8 generen un gran volum de trucades. <strong>Els call center que s\u00f3n bons per descobrir problemes afegeixen un valor addicional a les seves organitzacions<\/strong>.<\/p>\n<h5><strong>5) Veu del client<\/strong><\/h5>\n<p>Les gravacions de trucades contenen informaci\u00f3 directament de la boca del client. Els equips de m\u00e0rqueting, productes i CX poden beneficiar-se d\u2019elles. <strong>Poden aprendre m\u00e9s sobre les necessitats dels clients, esbrinar la seva percepci\u00f3 de l\u2019empresa i fins i tot obtenir noves idees de productes<\/strong>. Quan es combina amb altres dades d\u2019experi\u00e8ncia del client, la informaci\u00f3 continguda en les gravacions de trucades pot ajudar a les empreses a comprendre el customer journey.<\/p>\n<h5><strong>6) Reconeixement d\u2019empleats<\/strong><\/h5>\n<p>Els call center sempre estan buscant noves formes de recon\u00e8ixer i motivar als agents. <strong>A mesura que els analistes de qualitat revisen les trucades, poden escollir aquelles que presentin totes les caracter\u00edstiques de la interacci\u00f3 ideal<\/strong>. Els l\u00edders poden reproduir les gravacions de trucades a les reunions de l\u2019equip i recon\u00e8ixer als agents pel seu rendiment.<\/p>\n<h5><strong>7) Gravaci\u00f3 de pantalles<\/strong><\/h5>\n<p>Escoltar gravacions de trucades \u00e9s fant\u00e0stic, per\u00f2 nom\u00e9s proporciona una dimensi\u00f3 de la interacci\u00f3. Per obtenir una vista m\u00e9s hol\u00edstica, <strong>els call center tamb\u00e9 han de registrar les pantalles dels agents<\/strong>. Aix\u00f2 permet que els analistes de qualitat vegin com els agents naveguin pel (s) sistema(es) i quines dades ingressen. <strong>Amb aquest \u201cv\u00eddeo\u201d de la interacci\u00f3, es poden identificar formes addicionals en les quals els agents poden ser m\u00e9s eficients i precisos en la forma en qu\u00e8 gestionen les consultes dels clients<\/strong>.<\/p>\n<p>Les gravacions de trucades contenen molta informaci\u00f3 realment \u00fatil sobre els clients, les consultes, la resoluci\u00f3 de conflictes i els agents. <strong>Escoltar-les i avaluar-les pot identificar trucades que es poden utilitzar en la capacitaci\u00f3, pel reconeixement d\u2019agents i per informar a altres l\u00edders dins de l\u2019empresa<\/strong>. Per\u00f2 per obtenir encara m\u00e9s valor d\u2019aquestes gravacions, les organitzacions haurien de considerar implementar <strong>eines d\u2019an\u00e0lisi de veu<\/strong> que puguin avaluar el 100% dels contactes i proporcionar informaci\u00f3 m\u00e9s processable.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un estudi de Contact Babel va trobar que el 91% dels call center utilitzen software de gravaci\u00f3 de trucades, registrant el 100% de les trucades entrants i sortints. Un software de gravaci\u00f3 de trucades enregistra converses telef\u00f2niques a trav\u00e9s de VoIP (Voice Over Internet Protocol) o PSTN (Public Switched Telephone Network), i les emmagatzema en&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-treure-el-maxim-potencial-a-les-gravacions-de-trucades-en-un-call-center\/\" title=\"Read Com treure el m\u00e0xim potencial a les gravacions de trucades en un call center\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33921,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33920","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 treure el m\u00e0xim potencial a les gravacions de trucades 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-sacar-el-maximo-potencial-a-las-grabaciones-de-llamadas-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 treure el m\u00e0xim potencial a les gravacions de trucades en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Un estudi de Contact Babel va trobar que el 91% dels call center utilitzen software de gravaci\u00f3 de trucades, registrant el 100% de les trucades entrants i sortints. 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