{"id":34241,"date":"2022-01-25T07:57:29","date_gmt":"2022-01-25T06:57:29","guid":{"rendered":"https:\/\/enreach.es\/blog\/treball-hibrid-oportunitats-i-obstacles-pels-call-center\/"},"modified":"2023-11-13T14:07:14","modified_gmt":"2023-11-13T13:07:14","slug":"treball-hibrid-oportunitats-i-obstacles-pels-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/treball-hibrid-oportunitats-i-obstacles-pels-call-center\/","title":{"rendered":"Treball h\u00edbrid: Oportunitats i obstacles pels call center"},"content":{"rendered":"<p>\u00c9s probable que el futur del treball sigui h\u00edbrid, amb m\u00e9s empleats que desitgin un treball flexible a partir de la pand\u00e8mia. Sens dubte, la COVID-19 ens ha brindat una oportunitat \u00fanica a la vida per reinventar la nostra forma de treballar.<\/p>\n<p>Durant gaireb\u00e9 100 anys, les persones s\u2019han despla\u00e7at als seus llocs de treball i han treballat vuit hores al dia, cinc dies a la setmana, sense gaires objeccions. Per\u00f2 en aquest temps, tot el m\u00f3n laboral ha canviat.<\/p>\n<p>Avui emprem diverses eines, ens comuniquem d\u2019altres maneres i vivim estils de vida completament diferents. <strong>Les empreses ara poden operar i comerciar a tot el m\u00f3n, el que requereix noves formes de compartir idees i treballar en col\u00b7laboraci\u00f3<\/strong>. I tamb\u00e9 hem apr\u00e8s molt m\u00e9s sobre el comportament hum\u00e0 i les diverses formes en qu\u00e8 pensem i actuem.<\/p>\n<p>Ara la pand\u00e8mia ens ha donat l\u2019oportunitat de reflexionar. Tancar oficines o limitar el seu aforament i <strong><a href=\"https:\/\/www.masvoz.cat\/solucions-per-teletreball\/\">treballar des de casa<\/a><\/strong> ens ha donat a tots, especialment als call center, temps per preguntar-nos: realment estem treballant de la millor manera possible? O \u00e9s hora de canviar?<\/p>\n<h5><strong>Els contact center estan evolucionant<\/strong><\/h5>\n<p>Durant els \u00faltims 20 anys, hem vist <strong>innumerables innovacions i canvis en la forma en qu\u00e8 operen els centres d\u2019atenci\u00f3 al client, l\u2019equip que utilitzen i els <\/strong><a href=\"https:\/\/www.masvoz.cat\/\"><strong>serveis que ofereixen<\/strong><\/a>.<\/p>\n<h5><strong>Ara la ind\u00fastria es dirigeix cap al seu proper gran canvi: el treball h\u00edbrid<\/strong><\/h5>\n<p>Segons Gartner, <strong>el 45% de la for\u00e7a laboral mundial treballar\u00e0 des de casa dos o tres dies a la setmana el 2022<\/strong>. <strong>Gaireb\u00e9 un de cada cinc ho far\u00e0 de forma remota tot el temps<\/strong>.<\/p>\n<p>Cada cop m\u00e9s call centers s\u2019estan movent cap a models de treball h\u00edbrids. Aix\u00f2 significa que <strong>les organitzacions hauran de crear noves pol\u00edtiques i fluxos de treball per adaptar-se a una for\u00e7a laboral m\u00e9s din\u00e0mica i dispersa<\/strong> <strong>geogr\u00e0ficament<\/strong>. Per\u00f2 el major repte, adverteix Gartner, ser\u00e0 primer arribar a un consens sobre qu\u00e8 \u00e9s realment el treball h\u00edbrid.<\/p>\n<h5><strong>Qu\u00e8 \u00e9s el treball h\u00edbrid al contact center?<\/strong><\/h5>\n<p>Definir les \u201cregles\u201d i canviar la mentalitat sobre el treball remot va ser la part m\u00e9s dif\u00edcil. Per exemple, alguns empleats no estaven segurs de les difer\u00e8ncies entre el treball h\u00edbrid i l\u2019horari flexible, que es tracta m\u00e9s de permetre que els empleats adaptin les seves hores de feina a les seves necessitats individuals. D\u2019altres no estaven segurs dels beneficis comercials de dividir el temps entre el temps entre la llar i l\u2019oficina.<\/p>\n<h5><strong>Obstacles i oportunitats del treball h\u00edbrid<\/strong><\/h5>\n<p>Gartner defineix el <strong>treball h\u00edbrid<\/strong> com un <strong>model de treball estrat\u00e8gic en el qual els empleats i gerents poden \u201cfluir a trav\u00e9s de\u201d ubicacions (per exemple, l\u2019oficina, la llar o un altre lloc) on t\u00e9 m\u00e9s sentit impulsar tant la productivitat com el comprom\u00eds<\/strong>.<\/p>\n<p>En un contact center, <strong>aix\u00f2 vol dir permetre que els agents atenguin als usuaris des de casa o a l\u2019oficina, proporcionar la m\u00e0xima flexibilitat als empleats i brindar la m\u00e0xima satisfacci\u00f3 als clients<\/strong>.<\/p>\n<h5><strong>Beneficis del treball h\u00edbrid pels call center:<\/strong><\/h5>\n<ul>\n<li><strong>Experi\u00e8ncia del client millorada:<\/strong> Agents m\u00e9s feli\u00e7os fan clients m\u00e9s feli\u00e7os. Donar als agents m\u00e9s control sobre els seus horaris i l\u2019equilibri entre el treball i la vida personal condueix a un major comprom\u00eds i un millor servei al client.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Major disponibilitat:<\/strong> Els agents poden treballar en una varietat m\u00e9s \u00e0mplia de torns, inclosos els micro-torns, el que facilita als supervisors cobrir les abs\u00e8ncies, utilitzar agents especialistes de manera m\u00e9s estrat\u00e8gica i escalar cap amunt i cap avall per satisfer la demanda estacional.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Ampliaci\u00f3 del grup de talents:<\/strong> Els supervisors poden mirar m\u00e9s enll\u00e0 i atreure talents m\u00e9s diversos, ja que la ubicaci\u00f3 f\u00edsica dels empleats perd import\u00e0ncia gr\u00e0cies a les <a href=\"https:\/\/www.masvoz.cat\/telefonia-empreses\/\"><strong>solucions al n\u00favol<\/strong><\/a>, que permeten que puguin realitzar de forma \u00f2ptima el seu treball, independentment del lloc en qu\u00e8 es trobin.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>M\u00e9s inclusiu:<\/strong> Algunes persones es senten m\u00e9s c\u00f2modes i productives treballant des de casa que a l\u2019oficina, mentre que d\u2019altres prefereixen l\u2019entorn social de l\u2019oficina.<\/li>\n<\/ul>\n<h5><strong>Reptes del treball h\u00edbrid pels call center:<\/strong><\/h5>\n<ul>\n<li><strong>Incorporaci\u00f3:<\/strong> \u00c9s m\u00e9s dif\u00edcil incorporar, capacitar i establir relacions amb nous agents quan treballen de forma remota.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Gesti\u00f3:<\/strong> Gestionar un equip, mantenir motivats als agents i sostenir una cultura empresarial s\u00f2lida pot ser complicat, el que augmenta el risc de desvinculaci\u00f3 i desgast.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Equip i entorn:<\/strong> Els agents han d\u2019estar equipats amb certes eines i tecnologia, aix\u00ed com tenir acc\u00e9s fiable a Internet i un espai tranquil per treballar.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Disseny de l\u2019oficina:<\/strong> \u00c9s possible que sigui necessari redissenyar les oficines per satisfer les necessitats d\u2019una for\u00e7a laboral m\u00e9s din\u00e0mica, per exemple, agregant m\u00e9s espais de col\u00b7laboraci\u00f3 i cabines amb fons de marca per fer <a href=\"https:\/\/www.masvoz.cat\/enreach-meetings\/\"><strong>videoconfer\u00e8ncies<\/strong><\/a>.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Compliment:<\/strong> Es dif\u00edcil garantir que es compleixin les pol\u00edtiques de l\u2019empresa i que es segueixin els procediments correctes quan els agents treballen de forma remota.<\/li>\n<\/ul>\n<h5><strong>Provar i redefinir el model de treball h\u00edbrid<\/strong><\/h5>\n<p>El m\u00e9s important, a mesura que la ind\u00fastria fa la transici\u00f3 cap al treball h\u00edbrid, \u00e9s recordar que els call center poden ser \u00e0gils.<\/p>\n<p>Quan va arribar la pand\u00e8mia, els contact center van haver de fer la transici\u00f3 al treball remot en nom\u00e9s uns dies i establir noves pol\u00edtiques i procediments sobre la marxa. Ara, el treball h\u00edbrid pot (i ha de) tractar-se de la mateixa manera.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00c9s probable que el futur del treball sigui h\u00edbrid, amb m\u00e9s empleats que desitgin un treball flexible a partir de la pand\u00e8mia. Sens dubte, la COVID-19 ens ha brindat una oportunitat \u00fanica a la vida per reinventar la nostra forma de treballar. Durant gaireb\u00e9 100 anys, les persones s\u2019han despla\u00e7at als seus llocs de treball&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/treball-hibrid-oportunitats-i-obstacles-pels-call-center\/\" title=\"Read Treball h\u00edbrid: Oportunitats i obstacles pels call center\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29751,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34241","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>Treball h\u00edbrid: Oportunitats i obstacles pels 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\/ca\/blog\/treball-hibrid-oportunitats-i-obstacles-pels-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Treball h\u00edbrid: Oportunitats i obstacles pels call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"\u00c9s probable que el futur del treball sigui h\u00edbrid, amb m\u00e9s empleats que desitgin un treball flexible a partir de la pand\u00e8mia. 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Sens dubte, la COVID-19 ens ha brindat una oportunitat \u00fanica a la vida per reinventar la nostra forma de treballar. Durant gaireb\u00e9 100 anys, les persones s\u2019han despla\u00e7at als seus llocs de treball... 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