{"id":34089,"date":"2021-04-22T07:38:52","date_gmt":"2021-04-22T05:38:52","guid":{"rendered":"https:\/\/enreach.es\/blog\/quins-son-els-majors-reptes-en-la-gestio-de-la-qualitat-dun-call-center\/"},"modified":"2022-06-23T13:52:23","modified_gmt":"2022-06-23T13:52:23","slug":"quins-son-els-majors-reptes-en-la-gestio-de-la-qualitat-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quins-son-els-majors-reptes-en-la-gestio-de-la-qualitat-dun-call-center\/","title":{"rendered":"Quins s\u00f3n els majors reptes en la gesti\u00f3 de la qualitat d\u2019un call center?"},"content":{"rendered":"

No hi ha escassetat d\u2019eines al mercat que puguin ajudar a impulsar l\u2019efici\u00e8ncia de la gesti\u00f3 de la qualitat (QM, en les seves sigles en angl\u00e8s) en un contact center. Per\u00f2 sense una estrat\u00e8gia correcta i una \u00e0mplia comprensi\u00f3 dels objectius comercials que ha de complir el programa de QM, aquestes eines poden no assolir les metes establertes.<\/p>\n

Abans que un call center pugui aconseguir el programa de gesti\u00f3 de la qualitat prevista, \u00e9s important avaluar primer les pr\u00e0ctiques existents de QM del centre d\u2019atenci\u00f3 al client, tenint en compte les \u00e0rees espec\u00edfiques en les quals est\u00e0 sobresortint i aquelles en les quals encara hi ha marge de millora.<\/p>\n

Quins s\u00f3n els majors reptes en la gesti\u00f3 de la qualitat d\u2019un call center, segons les interaccions recopilades a partir de la comunicaci\u00f3 amb el client?<\/strong><\/h5>\n
1) El control de qualitat est\u00e0 a la part baixa de la llista de prioritats<\/strong><\/h5>\n

Aix\u00f2 nom\u00e9s passa si no s\u2019ha preparat degudament el programa de gesti\u00f3 de la qualitat. En aquest sentit, \u00e9s necessari pensar en l\u2019experi\u00e8ncia del client (CX) a l\u2019hora de desenvolupar el programa de QM <\/strong>i atreure a les unitats de negoci i les parts interessades adequades per a qu\u00e8 participin en la creaci\u00f3 de l\u2019estrat\u00e8gia.<\/p>\n

Aix\u00ed mateix, \u00e9s clau assegurar-se de comptar amb l\u2019acceptaci\u00f3 des de la ger\u00e8ncia de nivell executiu i que els objectius de qualitat estiguin estretament alineats amb els de l\u2019empresa<\/strong>.<\/p>\n

Si est\u00e0 monitorejant, avaluant i mesurant les m\u00e8triques i els KPIs correctes<\/a><\/strong>, la garantia de qualitat sempre ser\u00e0 com un proc\u00e9s important que \u00e9s necessari per a l\u2019\u00e8xit de l\u2019empresa.<\/p>\n

2) No disposar de temps suficient per analitzar les dades<\/strong><\/h5>\n

La quantitat de dades generades a partir de molts sistemes diferents, pot resultar aclaparadora. De vegades, els call center recopilen dades de diversos CRM degut a problemes estructurals o perqu\u00e8 el creixement organitzacional ha donat lloc a m\u00faltiples sistemes. Sovint, aquests estan a\u00efllats i no es comuniquen entre si, el que obliga a l\u2019analista a recopilar la informaci\u00f3 manualment.<\/p>\n

Tot el que es pugui fer per minimitzar aquestes sitges de dades, ja sigui automatitzar el proc\u00e9s de generaci\u00f3 d\u2019informes i fer que siguin accessibles per a tots garantir\u00e0 que les dades impulsin la productivitat<\/strong>.<\/p>\n

3) Tenir analistes no capacitats <\/strong><\/h5>\n

\u00c9s important tenir coher\u00e8ncia en la forma en qu\u00e8 es supervisa als agents. Tamb\u00e9 \u00e9s important recordar que la qualitat no \u00e9s un proc\u00e9s que es realitzi un sol cop. Un equip d\u2019Asseguran\u00e7a de la Qualitat ha d\u2019avaluar cont\u00ednuament el programa i realitzar canvis quan sigui apropiat<\/strong>.<\/p>\n

Aix\u00f2 vol dir contractar a les persones id\u00f2nies i prendre\u2019s el temps necessari per capacitar-les adequadament. La creaci\u00f3 i el manteniment d\u2019un document de definici\u00f3 d\u2019est\u00e0ndards de qualitat, aix\u00ed com la celebraci\u00f3 de sessions d\u2019avaluaci\u00f3 de forma rutin\u00e0ria tamb\u00e9 poden ajudar a construir un programa exit\u00f3s de gesti\u00f3 de la qualitat<\/strong>.<\/p>\n

4) No avaluar l\u2019evoluci\u00f3 del programa de QM amb suficient freq\u00fc\u00e8ncia <\/strong><\/h5>\n

La majoria de les empreses no avaluen el suficient les seves demandes de qualitat. De fet, la majoria dels contact center avaluen nom\u00e9s l\u20191-2% de les trucades que reben, el que no \u00e9s suficient per donar-los una conclusi\u00f3 clara de l\u2019amplitud dels reptes als quals s\u2019enfronten els seus professionals<\/strong>.<\/p>\n

Quan es busca millorar el rendiment en un call center, \u00e9s important assegurar-se que s\u2019estan avaluant suficients trucades cada mes per produir una mostra estad\u00edsticament significativa<\/strong>. Aquest \u00e9s un repte important per a la majoria dels call center, ja que augmentar les avaluacions dels agents equival a incrementar la quantitat de persones assignades per avaluar-los.<\/p>\n

Aqu\u00ed tamb\u00e9 \u00e9s on les avaluacions espec\u00edfiques i eines com l\u2019an\u00e0lisi poden ajudar a automatitzar el proc\u00e9s de qualitat i mantenir-lo enfocat en l\u2019avaluaci\u00f3 dels contactes m\u00e9s rellevants.<\/p>\n

5) No disposar del temps suficient per capacitar als agents<\/strong><\/h5>\n

Els supervisors i gerents saben que la formaci\u00f3 constant t\u00e9 un impacte directe en el rendiment dels agents. Per aix\u00f2, la capacitaci\u00f3 \u00e9s fonamental per garantir que els agents es mantinguin motivats i compromesos<\/strong>. No obstant, trobar el temps per formar als agents de manera proactiva, combinant-ho amb les tasques di\u00e0ries habituals, \u00e9s un repte per a la majoria dels contact centers<\/strong>.<\/p>\n

Per aquest motiu, si els supervisors programen temps amb els agents per a sessions de formaci\u00f3 comen\u00e7aran a veure\u2019s els beneficis<\/strong>. A m\u00e9s, les oportunitats de coaching i feedback en temps real s\u00f3n tan importants com les sessions en si.<\/p>\n

Tamb\u00e9 \u00e9s necessari tenir temps per a qu\u00e8 els agents realitzin capacitaci\u00f3 i auto-entrenament amb la finalitat de qualificar diverses de les seves pr\u00f2pies trucades cada setmana i calibrar els resultats amb els seus companys o un supervisor<\/strong>.<\/p>\n

En conclusi\u00f3, amb les eines adequades al seu lloc, tenint en compte que cadascuna d\u2019elles serveix a l\u2019estrat\u00e8gia general de gesti\u00f3 de la qualitat, els call centers estan capacitats per oferir un suport incomparable als clients en cada interacci\u00f3<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

No hi ha escassetat d\u2019eines al mercat que puguin ajudar a impulsar l\u2019efici\u00e8ncia de la gesti\u00f3 de la qualitat (QM, en les seves sigles en angl\u00e8s) en un contact center. Per\u00f2 sense una estrat\u00e8gia correcta i una \u00e0mplia comprensi\u00f3 dels objectius comercials que ha de complir el programa de QM, aquestes eines poden no assolir… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34090,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34089","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nQuins s\u00f3n els majors reptes en la gesti\u00f3 de la qualitat 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\/cuales-son-los-mayores-retos-en-la-gestion-de-la-calidad-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=\"Quins s\u00f3n els majors reptes en la gesti\u00f3 de la qualitat d\u2019un call center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"No hi ha escassetat d\u2019eines al mercat que puguin ajudar a impulsar l\u2019efici\u00e8ncia de la gesti\u00f3 de la qualitat (QM, en les seves sigles en angl\u00e8s) en un contact center. 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