{"id":34174,"date":"2021-09-23T08:57:35","date_gmt":"2021-09-23T06:57:35","guid":{"rendered":"https:\/\/enreach.es\/blog\/10-consells-per-optimitzar-la-forca-de-treball-dun-agent-remot\/"},"modified":"2023-11-13T14:07:34","modified_gmt":"2023-11-13T13:07:34","slug":"10-consells-per-optimitzar-la-forca-de-treball-dun-agent-remot","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/10-consells-per-optimitzar-la-forca-de-treball-dun-agent-remot\/","title":{"rendered":"10 consells per optimitzar la for\u00e7a de treball d\u2019un agent remot"},"content":{"rendered":"<p>Si b\u00e9 treballar des de casa s\u2019ha tornat cada cop m\u00e9s normal pels empleats de tot el m\u00f3n, ning\u00fa esperava que la tend\u00e8ncia s\u2019acceler\u00e9s tan r\u00e0pidament i amb tan poc temps d\u2019antelaci\u00f3.<\/p>\n<p>Afortunadament, <strong>existeixen moltes capacitats i estrat\u00e8gies innovadores d\u2019optimitzaci\u00f3 de la for\u00e7a laboral que es poden utilitzar per garantir la productivitat, fomentar un sentit de comunitat d\u2019agents i mitigar els riscos de seguretat i compliment<\/strong>.<\/p>\n<h5><strong>10 consells per optimitzar la for\u00e7a de treball d\u2019un agent remot<\/strong><\/h5>\n<h5><strong>1) Establir un horari intel\u00b7ligent <\/strong><\/h5>\n<p>Les <strong>eines que permeten automatitzar els horaris a l\u2019equilibrar els torns, els patrons de treball, els descansos, els temps morts i les habilitats dels agents <\/strong>poden ser una<strong> excel\u00b7lent manera de mantenir-se organitzat i concentrat quan es <\/strong><a href=\"https:\/\/www.masvoz.cat\/solucions-per-teletreball\/\"><strong>teletreballa<\/strong><\/a>. Tenir un sistema que pugui distribuir l\u2019horari de manera eficient amb actualitzacions en temps real i permetre els canvis de torn pot ser un gran avantatge competitiu pels call center.<\/p>\n<h5><strong>2) Entendre el rendiment de l\u2019equip <\/strong><\/h5>\n<p>Mai ha estat m\u00e9s important pels gerents del contact center comprendre el rendiment d\u2019un equip, ja que, d\u2019aquesta manera, <strong>es poden obtenir dades \u00fatils pels prenedors de decisions i establir m\u00e8triques rellevants m\u00e9s enll\u00e0 dels KPI est\u00e0ndard<\/strong>.<\/p>\n<h5><strong>3) Proporcionar capacitaci\u00f3 online <\/strong><\/h5>\n<p>Donat que la import\u00e0ncia de la <strong>satisfacci\u00f3 dels agents<\/strong> en torn al desenvolupament \u00e9s essencial, s\u2019ha de considerar <strong>com oferir la formaci\u00f3 \u00f2ptima a una for\u00e7a laboral remota<\/strong>.<\/p>\n<p>Tenir la capacitat de distribuir digitalment materials d\u2019aprenentatge i gravacions de trucades i pantalles, mentre es realitza un seguiment, pot ser un excel\u00b7lent substitut pels m\u00e8todes tradicionals de capacitaci\u00f3 en persona.<\/p>\n<h5><strong>4) Assegurar-se que els supervisors estiguin al cas del treball dels agents remots<\/strong><\/h5>\n<p>Sense supervisors caminant pel call center i amb moltes distraccions potencials, tenir una soluci\u00f3 s\u00f2lida tant per a la gravaci\u00f3 de trucades com de pantalla pot ser una excel\u00b7lent manera de mantenir les coses sota control. En aquest sentit, s\u2019han de tenir en compte eines que:<\/p>\n<ul>\n<li>S\u2019integrin b\u00e9 entre si i amb l\u2019actual proc\u00e9s de gesti\u00f3 de la qualitat.<\/li>\n<li>Ofereixin una vista completa de l\u2019escriptori en diversos monitors, no nom\u00e9s al tauler d\u2019agents.<\/li>\n<li>Registrin el 100% de les interaccions en tots els canals.<\/li>\n<\/ul>\n<h5><strong>5) Deixar que els agents experts liderin amb el seu exemple<\/strong><\/h5>\n<p>Gravar el 100% de les interaccions donar\u00e0 acc\u00e9s a una gran biblioteca de recursos d\u2019aprenentatge que s\u2019adaptin a les necessitats del call center. Aix\u00ed, <strong>identificar les interaccions dels agents d\u2019alt rendiment i despr\u00e9s distribuir les seves gravacions com a material de capacitaci\u00f3 pot ser una bona pr\u00e0ctica<\/strong>. Aix\u00f2 pot ser excel\u00b7lent per millorar el rendiment i ajudar a cultivar un sentit de comunitat en els seus agents.<\/p>\n<h5><strong>6) Facilitar als agents que trobin el seu propi cam\u00ed cap a la millora<\/strong><\/h5>\n<p>Empoderar als agents per a qu\u00e8 prenguin cert control sobre el seu desenvolupament personal pot ser una forma efica\u00e7 de generar confian\u00e7a. En aquest sentit, si una <strong>eina d\u2019intel\u00b7lig\u00e8ncia empresarial <\/strong>permet <strong>crear i distribuir informes de rendiment d\u2019agents individuals<\/strong>, \u00e9s convenient utilitzar-los per a permetre que els agents aprofitin les dades i descobreixin el seu propi cam\u00ed cap a la millora.<\/p>\n<h5><strong>7) Pensar en una soluci\u00f3 d\u2019an\u00e0lisi de parla (Speech Analytics)<\/strong><\/h5>\n<p>Tenir agents treballant des de casa pot comportar riscos de compliment i rendiment. Fins i tot si s\u2019estan gravant totes les trucades, \u00e9s possible que puguin escoltar-les totes.<\/p>\n<p><strong>Les eines d\u2019an\u00e0lisi de veu que permeten monitorejar el 100% de les converses \u201cparlades\u201d poden ser una soluci\u00f3 d\u2019administraci\u00f3 de qualitat incre\u00efblement poderosa<\/strong>.<\/p>\n<p>Les millors eines alerten autom\u00e0ticament durant el dia sobre aspectes com llenguatge inapropiat, problemes de compliment i qualsevol paraula clau que s\u2019esculli.<\/p>\n<h5><strong>8) Escoltar activament als clients<\/strong><\/h5>\n<p>Tant les circumst\u00e0ncies dels clients com les dels agents han canviat dr\u00e0sticament, sens dubte afectant a la forma en qu\u00e8 ambd\u00f3s interactuaran. <strong>Tenir la capacitat d\u2019executar enquestes de satisfacci\u00f3 del client (CSAT, en les seves sigles en angl\u00e8s) despr\u00e9s de les trucades o les interaccions de missatges pot ser una manera excel\u00b7lent de generar informaci\u00f3 i coneixements concrets en aquesta \u00e0rea<\/strong>. Aquestes enquestes brinden a les persones que truquen l\u2019oportunitat de qualificar la seva interacci\u00f3 i nivells de satisfacci\u00f3 per ajudar als gerents a comprendre millor i rebre comentaris sobre el rendiment dels agents.<\/p>\n<h5><strong>9) Detectar r\u00e0pidament possibles riscos emergents<\/strong><\/h5>\n<p>Quan els reptes d\u2019administrar una for\u00e7a laboral remota s\u00f3n nombrosos, els processos manuals d\u2019administraci\u00f3 de la qualitat poden suposar una p\u00e8rdua considerable de temps i de recursos. <strong>Amb nous riscos emergents, esperar massa temps per rebre informes que facilitin informaci\u00f3 que necessitava saber amb antelaci\u00f3 no \u00e9s una opci\u00f3<\/strong>.<\/p>\n<p>Per aix\u00f2, \u00e9s necessari pensar en com es pot avan\u00e7ar cap a un <strong>proc\u00e9s de gesti\u00f3 de qualitat automatitzat que abasti el 100% de les interaccions i pugui classificar-les totes<\/strong>.<\/p>\n<p>\u00c9s probable que aix\u00f2 impliqui una combinaci\u00f3 d\u2019interacci\u00f3 i gravaci\u00f3 de pantalla, quadres de comandament multicanal i an\u00e0lisi de la parla.<\/p>\n<h5><strong>10) Estar llest per fer front a qualsevol situaci\u00f3 <\/strong><\/h5>\n<p>Amb un futur incert per davant, <strong>s\u2019ha de considerar si la <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>plataforma de contact center<\/strong><\/a><strong> actual d\u2019una empresa, la posiciona per poder reaccionar r\u00e0pidament a un entorn que podria canviar per a un negoci i els seus clients en qualsevol moment<\/strong>. Per aix\u00f2 \u00e9s clau implementar una <a href=\"https:\/\/www.masvoz.cat\/qui-som\"><strong>soluci\u00f3 completa, integrada i basada en el n\u00favol<\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Si b\u00e9 treballar des de casa s\u2019ha tornat cada cop m\u00e9s normal pels empleats de tot el m\u00f3n, ning\u00fa esperava que la tend\u00e8ncia s\u2019acceler\u00e9s tan r\u00e0pidament i amb tan poc temps d\u2019antelaci\u00f3. Afortunadament, existeixen moltes capacitats i estrat\u00e8gies innovadores d\u2019optimitzaci\u00f3 de la for\u00e7a laboral que es poden utilitzar per garantir la productivitat, fomentar un sentit&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/10-consells-per-optimitzar-la-forca-de-treball-dun-agent-remot\/\" title=\"Read 10 consells per optimitzar la for\u00e7a de treball d\u2019un agent remot\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":34175,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145,1],"tags":[],"class_list":["post-34174","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","category-sin-categoria"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>10 consells per optimitzar la for\u00e7a de treball d\u2019un agent remot - 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-optimizar-la-fuerza-de-trabajo-de-un-agente-remoto\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 consells per optimitzar la for\u00e7a de treball d\u2019un agent remot - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Si b\u00e9 treballar des de casa s\u2019ha tornat cada cop m\u00e9s normal pels empleats de tot el m\u00f3n, ning\u00fa esperava que la tend\u00e8ncia s\u2019acceler\u00e9s tan r\u00e0pidament i amb tan poc temps d\u2019antelaci\u00f3. 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