{"id":34202,"date":"2021-11-04T07:58:37","date_gmt":"2021-11-04T06:58:37","guid":{"rendered":"https:\/\/enreach.es\/blog\/kpis-dun-contact-center-3-errors-comuns-i-com-evitar-los\/"},"modified":"2022-06-23T13:52:42","modified_gmt":"2022-06-23T13:52:42","slug":"kpis-dun-contact-center-3-errors-comuns-i-com-evitar-los","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/kpis-dun-contact-center-3-errors-comuns-i-com-evitar-los\/","title":{"rendered":"KPIs d\u2019un contact center: 3 errors comuns i com evitar-los"},"content":{"rendered":"

Els call center reben dades de diferents \u00e0mbits. Des de trucades fins a correus electr\u00f2nics i xats web, entre d\u2019altres, les dades de la veu del client s\u2019utilitzen a tot el m\u00f3n per ajudar a tancar el buit entre el contact center i la resta de l\u2019organitzaci\u00f3.<\/p>\n

A mida que la llista de canals de comunicaci\u00f3 es fa m\u00e9s llarga i sofisticada, el flux de dades segueix creixent i fent-se m\u00e9s complex, deixant al l\u00edder del call center amb el repte de donar sentit a totes aquestes dades.<\/p>\n

Els indicadors clau de rendiment (KPIs, en les seves sigles en angl\u00e8s) estan impulsats pels valors centrals d\u2019una organitzaci\u00f3<\/strong>. Els informes i estad\u00edstiques<\/a> <\/strong>no nom\u00e9s ajuden als alts executius a comprendre el valor del call center, sin\u00f3 que tamb\u00e9 permeten als gerents prendre decisions sobre contractaci\u00f3, capacitaci\u00f3, programaci\u00f3 i compensaci\u00f3 de l\u2019equip<\/strong>.<\/p>\n

Els bons KPIs es basen en els objectius comercials i, quan aix\u00f2 passa, el client rep un millor servei<\/strong>. Amb tantes dades disponibles, de tantes fonts diferents, pot semblar una sobrec\u00e0rrega d\u2019informaci\u00f3. Per aix\u00f2 \u00e9s imprescindible establir objectius \u00f2ptims de KPIs amb una doble finalitat: evitar errors i prendre decisions encertades.<\/p>\n

Com evitar els errors m\u00e9s comuns dels KPIs d\u2019un call center<\/strong><\/h5>\n
1) Con\u00e8ixer la difer\u00e8ncia entre m\u00e8triques i KPIs<\/strong><\/h5>\n

\u00c9s important recordar que les m\u00e8triques existents no determinen els KPIs; al contrari, s\u00f3n aquests els que determinen les m\u00e8triques necess\u00e0ries<\/strong>. La majoria dels contact center emeten un flux constant d\u2019informes est\u00e0ndard amb m\u00e8triques de refer\u00e8ncia que proporcionen mesuraments simples i gen\u00e8riques que podrien adaptar-se a qualsevol call center sense tenir en compte altres variables.<\/p>\n

Per aquest motiu, cada centro d\u2019atenci\u00f3 al client pot establir els seus KPIs personalitzats per adaptar-se a les necessitats de mesurament espec\u00edfics que contribueixin a complir els objectius d\u2019una organitzaci\u00f3<\/strong>.<\/p>\n

2) Comen\u00e7ar pels directius d\u2019una empresa<\/strong><\/h5>\n

El millor lloc per comen\u00e7ar \u00e9s amb els objectius estrat\u00e8gics i les metes establertes per l\u2019equip de lideratge executiu. \u00c9s fonamental treballar amb l\u2019alta direcci\u00f3 per proporcionar millors informes i an\u00e0lisi del rendiment del call center<\/strong>. Per aix\u00f2, una reuni\u00f3 amb els membres de l\u2019equip de lideratge executiu pot contribuir en gran mesura a definir el que s\u2019ha de mesurar a curt i llarg termini<\/strong>.<\/p>\n

3) No adoptar els \u201cest\u00e0ndards del sector BPO\u201d<\/strong><\/h5>\n

Al llarg dels anys, els contact center s\u2019han tornat m\u00e9s estrat\u00e8gics dins d\u2019una organitzaci\u00f3 i han augmentat l\u2019inter\u00e8s en el seu rendiment. \u00c9s temptador adoptar un conjunt \u201cd\u2019est\u00e0ndards del sector\u201d sense tenir en compte la ind\u00fastria en qu\u00e8 s\u2019opera. El fet de no recon\u00e8ixer la singularitat de cada call center i prendre\u2019s el temps per validar les mesures pel seu propi entorn sol ser l\u2019arrel dels errors dels KPIs<\/strong>.<\/p>\n

Per exemple, si es considera la mitjana de temps de maneig (AHT, en les seves sigles en angl\u00e8s) en una empresa. Per un director, els temps de gesti\u00f3 m\u00e9s prolongats podrien significar que els agents s\u2019estan prenent el temps per millorar l\u2019experi\u00e8ncia del client (CX). Per\u00f2 per un executiu, un AHT m\u00e9s prolongat podria significar un augment dels costos humans i de telecomunicacions. \u00c9s f\u00e0cil veure les relacions entre els KPIs i com s\u2019equilibren i influeixen entre si<\/strong>. Pot portar una mica de temps i esfor\u00e7, per\u00f2 \u00e9s important posar cada m\u00e8trica en context dins d\u2019una organitzaci\u00f3 per il\u00b7lustrar el seu prop\u00f2sit i, per tant, justificar el seu lloc en el programa de gesti\u00f3 del rendiment<\/strong>.<\/p>\n

En conclusi\u00f3, si b\u00e9 la definici\u00f3 dels KPIs del contact center pot presentar reptes, aquest proc\u00e9s \u00e9s un dels exercicis m\u00e9s valuosos en la gesti\u00f3 del seu rendiment<\/strong>. Els bons KPIs ofereixen evid\u00e8ncia s\u00f2lida als alts executius, mostrant el valor del call center.<\/p>\n

Com menys indicadors clau de rendiment, millor<\/strong>. \u201cClau\u201d \u00e9s la paraula important aqu\u00ed. Si els KPIs del contact center donen suport als objectius estrat\u00e8gics de l\u2019organitzaci\u00f3, nom\u00e9s hauria d\u2019haver-hi uns quants. S\u00f3n habituals dos o tres KPIs. Los informes i quadres de comandament dels agents i de l\u2019equip ja no es basen en m\u00e8triques est\u00e0ndard per a tots; en canvi, les necessitats \u00faniques del call center es reflecteixen en els KPIs que tots estan treballant per complir i millorar<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els call center reben dades de diferents \u00e0mbits. Des de trucades fins a correus electr\u00f2nics i xats web, entre d\u2019altres, les dades de la veu del client s\u2019utilitzen a tot el m\u00f3n per ajudar a tancar el buit entre el contact center i la resta de l\u2019organitzaci\u00f3. A mida que la llista de canals de… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":29475,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34202","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nKPIs d\u2019un contact center: 3 errors comuns i com evitar-los - 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\/kpis-de-un-contact-center-3-errores-comunes-y-como-evitarlos\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"KPIs d\u2019un contact center: 3 errors comuns i com evitar-los - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els call center reben dades de diferents \u00e0mbits. 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