{"id":34169,"date":"2021-09-16T08:00:40","date_gmt":"2021-09-16T06:00:40","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-passos-per-una-supervisio-eficac-de-la-qualitat-de-les-trucades-en-un-call-center\/"},"modified":"2022-06-23T13:52:36","modified_gmt":"2022-06-23T13:52:36","slug":"5-passos-per-una-supervisio-eficac-de-la-qualitat-de-les-trucades-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-passos-per-una-supervisio-eficac-de-la-qualitat-de-les-trucades-en-un-call-center\/","title":{"rendered":"5 passos per una supervisi\u00f3 efica\u00e7 de la qualitat de les trucades en un call center"},"content":{"rendered":"<p>El\u00a0call\u00a0center\u00a0juga un paper fonamental en l\u2019experi\u00e8ncia del client (CX).\u00a0\u00c9s una connexi\u00f3 directa amb els clients. I les empreses que ofereixen experi\u00e8ncies excepcionals als usuaris utilitzen aquest tret per diferenciar la seva marca de la compet\u00e8ncia.<\/p>\n<h5><strong>Com proporcionar<\/strong><strong>\u00a0<\/strong><strong>la millor experi\u00e8ncia possible al client?<\/strong>\u00a0<\/h5>\n<p>Un programa\u00a0per assegurar\u00a0la\u00a0<strong>garantia de<\/strong><strong>\u00a0<\/strong><strong>qualitat<\/strong>\u00a0(QA, en les seves sigles en angl\u00e8s) forma la base d\u2019una\u00a0excel\u00b7lent\u00a0CX al proporcionar dades concrets per ajudar-lo a\u00a0<strong>determinar si est\u00e0<\/strong><strong>\u00a0<\/strong><strong>assolint els objectius, seguint els processos correctes, complint amb les normes i aconseguint els resultats que necessita<\/strong>.\u00a0<\/p>\n<p>Per aix\u00f2, cal centrar-se en el <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\/supervisors\/\"><strong>monitoreig de la qualitat de les trucades<\/strong><\/a>. \u00c9s per aix\u00f2 que tots els centres d\u2019atenci\u00f3 al client tenen el mateix missatge per a les persones que truquen: \u201cPer motius de qualitat, aquesta trucada pot ser gravada\u201d.<\/p>\n<p>Llavors, com funciona exactament la supervisi\u00f3 de la qualitat de les trucades, per qu\u00e8 \u00e9s important i quins passos ha de seguir per desenvolupar una supervisi\u00f3 efica\u00e7 de la qualitat de les trucades?<\/p>\n<h5><strong>Qu\u00e8 \u00e9s la supervisi\u00f3 de la qualitat de les trucades?<\/strong>\u00a0<\/h5>\n<p>El monitoreig de la qualitat de les trucades consisteix en gravar i monitorejar trucades de forma aleat\u00f2ria. Per mesurar-les, <strong>s\u2019han d\u2019analitzar les trucades estrat\u00e8giques de servei al client, aix\u00ed com la seva efici\u00e8ncia i efectivitat, amb l\u2019objectiu constant de convertir a cada persona que truca en un client satisfet<\/strong>.<\/p>\n<p>I encara que la <strong>satisfacci\u00f3 del client<\/strong> pot veure\u2019s diferent a cada contact center, <strong>existeixen alguns punts cr\u00edtics que conformen l\u2019anatomia d\u2019una trucada de servei al client d\u2019alta qualitat<\/strong>:<\/p>\n<ul>\n<li>To de veu adequat.<\/li>\n<li>Escolta\u00a0<\/li>\n<li>Velocitat de parla normal.<\/li>\n<li>Idioma correcte.<\/li>\n<li>Intel\u00b7lig\u00e8ncia emocional.<\/li>\n<li>Bon tancament de la trucada \/ xat.\u00a0<\/li>\n<li>Gesti\u00f3 de les expectatives dels clients.<\/li>\n<li>\u00das apropiat del gui\u00f3.\u00a0<\/li>\n<\/ul>\n<p>A m\u00e9s,\u00a0<strong>segons un Informe de Tend\u00e8ncies de l\u2019Experi\u00e8ncia del Client del 2021<\/strong>:\u00a0<\/p>\n<ul>\n<li>El 73% dels clients indica que les resolucions r\u00e0pides s\u00f3n el factor principal per un bon servei al client.\u00a0<\/li>\n<li>El 47% dels clients creu que el suport 24\/7 \u00e9s fonamental.<\/li>\n<li>El 75% dels clients demanda una experi\u00e8ncia personalitzada.<\/li>\n<li>El 69% dels clients vol resoldre tot el possible pel seu compte.<\/li>\n<\/ul>\n<p><strong>Que<\/strong><strong>\u00a0<\/strong><strong>tots els elements anteriors funcionin junts determina la qualitat de cada trucada<\/strong>. <strong>El client sempre ha de penjar sentint-se positiu sobre la seva experi\u00e8ncia<\/strong>. Han de tenir una soluci\u00f3 clara, saber com evitar el mateix problema en el futur i no generar m\u00e9s dubtes o preguntes.<\/p>\n<h5><strong>5 passos per una supervisi\u00f3 efica\u00e7 de la qualitat de les trucades en<\/strong><strong>\u00a0<\/strong><strong>un<\/strong><strong>\u00a0<\/strong><strong>call<\/strong><strong>\u00a0<\/strong><strong>center<\/strong><strong>\u00a0\u00a0<\/strong><\/h5>\n<h5><strong>Pas 1: Desenvolupar un equip de garantia de la qualitat (QA)<\/strong><\/h5>\n<p>Per comen\u00e7ar a monitorejar la qualitat de les trucades, ha d\u2019existir un equip de control de la qualitat. <strong>Aquest equip, generalment format per gerents, supervisors i agents del call center, ha de comprendre a fons la marca de servei al client<\/strong>. Utilitzaran informaci\u00f3 sobre l\u2019empresa i el CX ideal per configurar tots els aspectes del seu proc\u00e9s de control de qualitat, incl\u00f2s l\u2019<strong>establiment dels est\u00e0ndards de qualitat de les trucades<\/strong>.<\/p>\n<h5><strong>Pas 2: Establir els est\u00e0ndards de qualitat de trucades i els KPI<\/strong><\/h5>\n<p><strong>Els est\u00e0ndards de qualitat i KPIs s\u00f3n la forma en qu\u00e8 es mesurar\u00e0 l\u2019\u00e8xit o el frac\u00e0s de cada trucada d\u2019un client<\/strong>. Sense est\u00e0ndards, no es sabr\u00e0 si s\u2019estan complint o no els objectius. En aquest sentit, <strong>s\u2019han de considerar factors com el sentiment del client despr\u00e9s de la trucada, el comprom\u00eds dels empleats i l\u2019efic\u00e0cia del producte \/ servei<\/strong>.<\/p>\n<p>Aix\u00ed mateix, s\u2019han de mesurar els seg\u00fcents KPI:\u00a0<\/p>\n<ul>\n<li><strong>Temps mig de maneig <\/strong>que els agents dediquen a resoldre les trucades de servei al client. Inclou el temps d\u2019espera, retards, transfer\u00e8ncies i accions de seguiment.<\/li>\n<li><strong>Net<\/strong><strong>Promoter<\/strong><strong>\u00a0<\/strong><strong>Score<\/strong>: NPS ha d\u2019estar al cor de l\u2019estrat\u00e8gia de control de qualitat del contact center. Mesura la probabilitat que els seus clients recomanin una marca als seus familiars i amics.<\/li>\n<li><strong>Taxa de resoluci\u00f3 en la primera trucada <\/strong><strong>(FCR, en les seves sigles en angl\u00e8s)<\/strong>: als clients els hi encanta que les seves consultes siguin resoltes en la primera presa de contacte amb el call center.<\/li>\n<\/ul>\n<h5><strong>Pas 3: Implementar eines per ajudar a monitorejar, analitzar i millorar<\/strong><\/h5>\n<p>Existeixen moltes solucions de monitoreig de qualitat adequades pel control de qualitat dels call center, com:<\/p>\n<ul>\n<li>El <strong>software de gravaci\u00f3 de trucades<\/strong>.\u00a0<\/li>\n<li>Les <strong>targetes d\u2019autoavaluaci\u00f3 del control de qualitat <\/strong>per qualificar les trucades, correus electr\u00f2nics, xats, missatges de text i xarxes socials.<\/li>\n<li><strong>Text <\/strong><strong>Analytics<\/strong>, que\u00a0permet analitzar text i extreure informaci\u00f3 sobre sentiments, emocions, problemes dels clients, tend\u00e8ncies i frases clau.<\/li>\n<li>El <strong>software<\/strong><strong>\u00a0<\/strong><strong>Speech<\/strong><strong>\u00a0<\/strong><strong>Analytics<\/strong>, que\u00a0revisa autom\u00e0ticament totes les converses dels clients i les tradueix a text llegible per m\u00e0quina. L\u2019an\u00e0lisi de veu empra l\u2019an\u00e0lisi de text i la detecci\u00f3 de patrons per categoritzar les interaccions d\u2019acord amb un conjunt de regles personalitzades.<\/li>\n<li>Altres eines de control de qualitat inclouen: <strong>software d\u2019an\u00e0lisi i informes<\/strong>,\u00a0<strong>script<\/strong> <strong>del call center<\/strong>, <strong>base de dades d\u2019autoajuda <\/strong>i <strong>an\u00e0lisi predictiva<\/strong>.<\/li>\n<\/ul>\n<p><strong>Cadascuna d\u2019aquestes eines est\u00e0 dissenyada per millorar l\u2019experi\u00e8ncia del client, la productivitat i augmentar la rendibilitat<\/strong>.<\/p>\n<h5><strong>Pas 4: Analitzar<\/strong><strong>\u00a0<\/strong><strong>el monitoreig de qualitat\u00a0<\/strong>\u00a0<\/h5>\n<p>Es tracta d\u2019analitzar les dades de les trucades telef\u00f2niques del contact center mitjan\u00e7ant l\u2019avaluaci\u00f3 del <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\/agents\/\"><strong>rendiment dels agents<\/strong><\/a> en comparaci\u00f3 amb els est\u00e0ndards i KPI establerts, despr\u00e9s s\u2019han de realitzar els ajustaments apropiats en els comportaments segons sigui necessari.<\/p>\n<h5><strong>Pas 5: implementar la capacitaci\u00f3 d\u2019agents per millorar<\/strong><strong>\u00a0<\/strong><strong>el CX<\/strong>\u00a0<\/h5>\n<p>A mida que\u00a0es revisen les trucades dels agents, es notaran les tend\u00e8ncies de rendiment dels mateixos i els patrons relacionats en la satisfacci\u00f3 del client. <strong>Aquests coneixements poden ajudar a identificar els \u201cbuits\u201d dins del call center per oferir capacitaci\u00f3 i desenvolupament d\u2019agents d\u2019alta qualitat<\/strong>.<\/p>\n<p>Despr\u00e9s de tot, la supervisi\u00f3 i l\u2019an\u00e0lisi de la qualitat sense un pla per realitzar canvis que millorin la satisfacci\u00f3 del client no s\u00f3n \u00fatils. <strong>El programa de monitoreig de la qualitat de les trucades ha d\u2019incloure eines per ajudar a administrar, rastrejar i assolir els objectius de capacitaci\u00f3<\/strong>, com un sistema d\u2019administraci\u00f3 d\u2019aprenentatge (LMS, en les seves sigles en angl\u00e8s) del call center.<\/p>\n<p><strong>Un LMS \u00e9s una soluci\u00f3 de formaci\u00f3 tot en un que facilita l\u2019aprenentatge i desenvolupament avan\u00e7ats en funci\u00f3 de les necessitats de formaci\u00f3 espec\u00edfiques revelades en el proc\u00e9s de control de qualitat<\/strong>.<\/p>\n<p>Quan es realitza correctament, la supervisi\u00f3 de la qualitat de les trucades, juntament amb un programa de control de qualitat, proporciona a l\u2019equip informaci\u00f3 detallada sobre els agents i els clients.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El\u00a0call\u00a0center\u00a0juga un paper fonamental en l\u2019experi\u00e8ncia del client (CX).\u00a0\u00c9s una connexi\u00f3 directa amb els clients. I les empreses que ofereixen experi\u00e8ncies excepcionals als usuaris utilitzen aquest tret per diferenciar la seva marca de la compet\u00e8ncia. Com proporcionar\u00a0la millor experi\u00e8ncia possible al client?\u00a0 Un programa\u00a0per assegurar\u00a0la\u00a0garantia de\u00a0qualitat\u00a0(QA, en les seves sigles en angl\u00e8s) forma la base&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/5-passos-per-una-supervisio-eficac-de-la-qualitat-de-les-trucades-en-un-call-center\/\" title=\"Read 5 passos per una supervisi\u00f3 efica\u00e7 de la qualitat de les trucades en un call center\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29420,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34169","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>5 passos per una supervisi\u00f3 efica\u00e7 de la qualitat de les 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\/5-pasos-para-una-supervision-eficaz-de-la-calidad-de-las-llamadas-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=\"5 passos per una supervisi\u00f3 efica\u00e7 de la qualitat de les trucades en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El\u00a0call\u00a0center\u00a0juga un paper fonamental en l\u2019experi\u00e8ncia del client (CX).\u00a0\u00c9s una connexi\u00f3 directa amb els clients. 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