{"id":34131,"date":"2021-08-02T16:03:35","date_gmt":"2021-08-02T14:03:35","guid":{"rendered":"https:\/\/enreach.es\/blog\/10-consells-per-oferir-un-excel%c2%b7lent-servei-al-client-en-un-call-center\/"},"modified":"2022-06-23T13:52:32","modified_gmt":"2022-06-23T13:52:32","slug":"10-consells-per-oferir-un-excel%c2%b7lent-servei-al-client-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/10-consells-per-oferir-un-excel%c2%b7lent-servei-al-client-en-un-call-center\/","title":{"rendered":"10 consells per oferir un excel\u00b7lent servei al client en un call center"},"content":{"rendered":"

Al comunicar-se amb un contact center, \u00e9s possible que els usuaris escoltin la frase: \u201cAquesta trucada pot ser gravada per garantir la qualitat\u201d. Per\u00f2, tota aquesta informaci\u00f3 realment va alguna part? La resposta \u00e9s s\u00ed.<\/p>\n

Gr\u00e0cies a la gravaci\u00f3 de trucades<\/a> <\/strong>es registra i analitza la quantitat de cops que una persona ha de trucar per resoldre la seva consulta, el temps mig d\u2019atenci\u00f3, l\u2019efectivitat d\u2019un agent de servei al client, etc. i de les estad\u00edstiques que s\u2019extreuen, sorgeixen tend\u00e8ncies.<\/p>\n

Aquestes tend\u00e8ncies revelen que el 52% dels cops els agents d\u2019un call center no resolen els problemes a la primera trucada<\/strong>. Aix\u00f2 vol dir que si hi hagu\u00e9s una simple millora de l\u20191%, les empreses estalviarien una mitjana de 250.000 euros a l\u2019any, sense incloure el benefici financer de la retenci\u00f3 de clients.<\/p>\n

Quins canvis poden implementar-se per millorar el servei al client d\u2019un contact center?<\/p>\n

10 consells per oferir un excel\u00b7lent servei al client en un call center<\/strong><\/h5>\n
1) Gaudir de la trucada<\/strong><\/h5>\n

L\u2019agent ha de comen\u00e7ar amb el desig d\u2019ajudar al client i una actitud servicial per ajudar a crear una connexi\u00f3 m\u00e9s positiva entre ambd\u00f3s. Les connexions positives obren la porta a la construcci\u00f3 d\u2019una bona relaci\u00f3. Tractar als clients amb respecte i alhora ser capa\u00e7 d\u2019analitzar correctament el problema en q\u00fcesti\u00f3, fent que la soluci\u00f3 sigui correcta i eficient, ajudar\u00e0 a desenvolupar una relaci\u00f3 i retenir als clients<\/strong>.<\/p>\n

2) Ser optimista sobre la capacitat de trobar una soluci\u00f3<\/strong><\/h5>\n

Fins i tot si la situaci\u00f3 \u00e9s complicada, \u00e9s convenient parlar amb afirmacions<\/strong>. Usar declaracions m\u00e9s positives com, \u201cEntenc el frustrant que \u00e9s aix\u00f2\u201d o \u201cSi no puc resoldre-ho, el posar\u00e9 en contacte amb alg\u00fa que pugui ajudar-lo\u201d, reduir\u00e0 la negativitat i far\u00e0 que el client es senti important i cuidat. Aix\u00f2, alhora, reduir\u00e0 els comentaris negatius sobre l\u2019empresa.<\/p>\n

3) Practicar l\u2019escolta activa<\/strong><\/h5>\n

Quan se\u2019ls hi pregunta als clients quina \u00e9s la clau per un servei excel\u00b7lent, generalment diuen que \u00e9s mostrar inter\u00e8s i preocupaci\u00f3 a l\u2019escoltar amb atenci\u00f3<\/strong>. Per aix\u00f2, els agents s\u2019han d\u2019assegurar d\u2019entendre el que els hi estan dient i no fer suposicions basades en el que es creu que volen.<\/p>\n

4) Assegurar la comprensi\u00f3 dels clients <\/strong><\/h5>\n

Sovint, els clients poden sentir que parlen diferents idiomes. Per tant, \u00e9s important exposar el cas (i les possibles solucions) de manera que el client l\u2019entengui. Aix\u00f2 pot requerir reformular o explicar les coses diverses maneres, aix\u00ed com utilitzar termes senzills que puguin entendre tots els usuaris<\/strong>.<\/p>\n

5) Usar un to de veu tranquil i relaxant<\/strong><\/h5>\n

Els agents han de mostrar empatia amb la situaci\u00f3 de cada client expressant un desig sincer de resoldre el seu problema. Un to molest o poc adient afectar\u00e0 negativament als clients, el que far\u00e0 que la gesti\u00f3 de la consulta i la seva resoluci\u00f3 siguin m\u00e9s complicades.<\/p>\n

6) Fer m\u00e9s del necessari<\/strong><\/h5>\n

Pensar i tractar d\u2019anticipar altres problemes que el client pugui estar experimentant o que pugui trobar en base a la seva pregunta inicial reduir\u00e0 en gran mesura la necessitat de devolucions de trucada.<\/p>\n

7) Fer esperar no \u00e9s una experi\u00e8ncia de client positiva<\/strong><\/h5>\n

Respectar el temps dels clients explicant el seu motiu de consulta, despr\u00e9s d\u2019esperar per ser atesos \u00e9s clau. D\u2019aquesta manera, els agents seran percebuts com eficients i responsables.<\/p>\n

8) Tenir paci\u00e8ncia<\/strong><\/h5>\n

Mentre m\u00e9s paci\u00e8ncia exhibeixi un agent, m\u00e9s positiva i efectiva ser\u00e0 la trucada.<\/p>\n

9) Revisar les trucades enregistrades amb el supervisor<\/strong><\/h5>\n

\u00c9s important que els agents dediquin temps a escoltar les trucades enregistrades amb el seu supervisor i evitin posar-se a la defensiva amb les seves cr\u00edtiques. Una major consci\u00e8ncia dels comportaments \u00e9s una poderosa eina de millora.<\/p>\n

10) Concentrar-se en el progr\u00e9s personal<\/strong><\/h5>\n

Els agents han de buscar la superaci\u00f3 personal i posar-se el repte de millorar poc a poc, dia a dia. No \u00e9s necessari ser impecable per a tenir \u00e8xit. Simplement buscar formes de millorar les seves habilitats i realitzar canvis positius.<\/p>\n

En conclusi\u00f3, l\u2019objectiu final \u00e9s que els clients estiguin satisfets amb el servei al client i amb l\u2019atenci\u00f3 oferta pels agents. Per aix\u00f2, mantenir una actitud positiva, oferir solucions efectives i manifestar una preocupaci\u00f3 genu\u00efna per resoldre la consulta del client crearan canvis positius al call center. El respecte, juntament amb una actitud positiva, millorar\u00e0 tant la RSC com l\u2019experi\u00e8ncia del client (CX) i conduir\u00e0 a una millor visi\u00f3 general de l\u2019empresa per part dels usuaris<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Al comunicar-se amb un contact center, \u00e9s possible que els usuaris escoltin la frase: \u201cAquesta trucada pot ser gravada per garantir la qualitat\u201d. Per\u00f2, tota aquesta informaci\u00f3 realment va alguna part? La resposta \u00e9s s\u00ed. Gr\u00e0cies a la gravaci\u00f3 de trucades es registra i analitza la quantitat de cops que una persona ha de trucar… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":29586,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34131","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n10 consells per oferir un excel\u00b7lent servei al client 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\/10-consejos-para-ofrecer-un-excelente-servicio-al-cliente-en-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 consells per oferir un excel\u00b7lent servei al client en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Al comunicar-se amb un contact center, \u00e9s possible que els usuaris escoltin la frase: \u201cAquesta trucada pot ser gravada per garantir la qualitat\u201d. 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