{"id":34251,"date":"2022-02-08T08:04:05","date_gmt":"2022-02-08T07:04:05","guid":{"rendered":"https:\/\/enreach.es\/blog\/quins-son-els-principals-reptes-als-quals-senfronten-els-call-center-el-2022\/"},"modified":"2022-06-23T13:52:53","modified_gmt":"2022-06-23T13:52:53","slug":"quins-son-els-principals-reptes-als-quals-senfronten-els-call-center-el-2022","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quins-son-els-principals-reptes-als-quals-senfronten-els-call-center-el-2022\/","title":{"rendered":"Quins s\u00f3n els principals reptes als quals s\u2019enfronten els call center el 2022?"},"content":{"rendered":"

El sector dels contact center ha estat posat a prova per la COVID-19. La pand\u00e8mia, no nom\u00e9s ha augmentat la quantitat de trucades degut a la creixent quantitat de clients que utilitzen el digital com el seu mitj\u00e0 principal per interactuar amb una empresa, sin\u00f3 que tamb\u00e9 hi ha hagut un augment significatiu en la taxa de trucades complexes i la necessitat d\u2019escalar-les.<\/p>\n

Segons un estudi de Harvard Business Review del 2020, durant la pand\u00e8mia, aquest tipus de trucades van augmentar un 50%<\/strong>. A m\u00e9s d\u2019aquest increment, els agents van haver de fer front a l\u2019adopci\u00f3 de noves modalitats de treball: remotes i h\u00edbrides<\/strong>. La situaci\u00f3 no va ser millor pels consumidors que, segons una enquesta de NBC, el 75% d\u2019ells va indicar que l\u2019atenci\u00f3 al client es va deteriorar durant la pand\u00e8mia, mentre que un 55% de les persones que van trucar no van aconseguir resoldre les seves consultes.<\/p>\n

Afortunadament, la <\/strong>tecnologia dels call center<\/strong><\/a> est\u00e0 evolucionant r\u00e0pidament per abordar molts d\u2019aquests reptes<\/strong> i es pot implementar per abordar moltes de les preocupacions clau que els contact center no nom\u00e9s han trobat en el passat, sin\u00f3 que enfrontaran el 2022 i en els propers anys.<\/p>\n

Quins s\u00f3n els principals reptes als quals s\u2019enfronten els call centers el 2022?<\/strong><\/h5>\n
Repte #1: Reduir els temps d\u2019espera de les trucades<\/strong><\/h5>\n

Abans de la pand\u00e8mia, els consumidors ja s\u2019estaven movent cap als <\/strong>canals digitals<\/strong><\/a> com el mitj\u00e0 principal per interactuar amb una empresa<\/strong>. La COVID-19 nom\u00e9s ha impulsat aquesta tend\u00e8ncia en q\u00fcesti\u00f3 de mesos, ja que la majoria dels usuaris ara estan en un posicionament digital-first<\/em> per la forma en qu\u00e8 interactuen amb les marques<\/strong>. Quan els clients es van tornar digitals, el volum de trucades als call center va augmentar invariablement, ja que les persones estaven confoses per navegar en aquesta nova normalitat. I a mesura que augmentaven les trucades complexes, els temps d\u2019espera s\u2019han incrementat<\/strong>.<\/p>\n

La soluci\u00f3? Moltes empreses van adoptar les devolucions de trucada com una forma de reduir els temps d\u2019espera<\/strong>. La programaci\u00f3 de recordatoris ha estat molt popular entre els clients i ha contribu\u00eft a eliminar progressivament aquest \u201cpunt negre\u201d en l\u2019experi\u00e8ncia del client (CX). Per aix\u00f2, \u00e9s convenient informar als usuaris de quant de temps d\u2019espera hi ha, si volen que els hi tornin la trucada i donar-los l\u2019opci\u00f3 de quan volen rebre-la<\/strong>.<\/p>\n

Repte #2: Continuar les operacions de forma remota<\/strong><\/h5>\n

Durant la pand\u00e8mia, les empreses van veure augmentar els temps d\u2019espera en un 34%, segons Harvard Business Review<\/strong>. El <\/strong>treball remot<\/strong><\/a> com a m\u00e8tode per lidiar amb una futura inestabilitat i imprevisibilitat del m\u00f3n modern seguir\u00e0 guanyant import\u00e0ncia<\/strong>, ja que existeixen moltes altres amenaces emergents per a l\u2019estabilitat global m\u00e9s enll\u00e0 de les pand\u00e8mies, com les condicions clim\u00e0tiques extremes, la inestabilitat pol\u00edtica i les disparitats econ\u00f2miques. Les operacions remotes permeten a les empreses preparar-se per l\u2019inesperat, oferint-los models de dotaci\u00f3 de personal m\u00e9s flexibles<\/strong>.<\/p>\n

Els call center han de buscar una infraestructura basada en el n\u00favol per poder pivotar i escalar on i quan sigui necessari segons la situaci\u00f3<\/strong>.\u00a0<\/strong><\/p>\n

Repte #3: Reclutament i retenci\u00f3 d\u2019agents<\/strong><\/h5>\n

La deserci\u00f3 d\u2019empleats encap\u00e7ala la llista de reptes dels contact center el 2022. Els contact center en particular s\u2019han vist afectats per aquesta tend\u00e8ncia. Quan es per a un treballador, tamb\u00e9 desapareix tot el coneixement, l\u2019experi\u00e8ncia, el temps i els recursos econ\u00f2mics destinats per capacitar-lo i donar suport a la seva carrera<\/strong> De fet, Glassdoor estima que poden passar fins a 8 mesos abans que un agent estigui preparat per ser completament productiu.<\/p>\n

En aquest sentit, els call center poden implementar els agents virtuals per gestionar les consultes m\u00e9s senzilles. Aix\u00ed mateix, els xat bots tenen altes taxes d\u2019\u00e8xit i poden funcionar 24\/7\/365.<\/p>\n

Per fomentar la retenci\u00f3 d\u2019agents, proporcionar reconeixement i compensacions i beneficis m\u00e9s competitius, ajudar\u00e0 a millorar el seu benestar a l\u2019empresa<\/strong>.<\/p>\n

Repte #4: Baixa satisfacci\u00f3 del client<\/strong><\/h5>\n

Quan els clients no estan contents, poden perjudicar els resultats d\u2019una organitzaci\u00f3, donat que si no resolen el seu problema en el primer intent, es produeix un efecte de bola de neu que impacta en futures trucades. El 30% del volum de trucades d\u2019un call center s\u00f3n devolucions de trucades de problemes anteriors no resolts, segons SQM<\/strong>.<\/p>\n

Una eina efica\u00e7 per tractar els problemes dels clients abans que es converteixin en una persona real \u00e9s el software de resposta de veu interactiva (<\/strong>IVR<\/strong><\/a>)<\/strong>. Aix\u00f2 permet oferir una experi\u00e8ncia m\u00e9s personal als usuaris des del primer moment i assegurar-se que se\u2019ls redirigeixi a l\u2019agent adequat en funci\u00f3 de les seves necessitats.<\/p>\n

Mirant cap endavant<\/strong><\/h5>\n

Mols problemes tradicionals dels call center, la majoria dels quals s\u2019han accelerat i magnificat degut a la pand\u00e8mia de COVID-19, es poden resoldre amb solucions tecnol\u00f2giques avan\u00e7ades. Una <\/strong>infraestructura basada en el n\u00favol<\/strong><\/a> permet que els agents treballin on les condicions ho exigeixin, mentre que la tecnologia avan\u00e7ada assistida per Intel\u00b7lig\u00e8ncia Artificial (IA), com els xat bots i l\u2019enrutament intel\u00b7ligent de trucades<\/strong>, poden complementar a l\u2019equip en viu.<\/p>\n","protected":false},"excerpt":{"rendered":"

El sector dels contact center ha estat posat a prova per la COVID-19. La pand\u00e8mia, no nom\u00e9s ha augmentat la quantitat de trucades degut a la creixent quantitat de clients que utilitzen el digital com el seu mitj\u00e0 principal per interactuar amb una empresa, sin\u00f3 que tamb\u00e9 hi ha hagut un augment significatiu en la… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34252,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34251","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nQuins s\u00f3n els principals reptes als quals s\u2019enfronten els call center el 2022? - 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\/cuales-son-los-principales-retos-a-los-que-se-enfrentan-los-call-center-en-2022\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quins s\u00f3n els principals reptes als quals s\u2019enfronten els call center el 2022? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El sector dels contact center ha estat posat a prova per la COVID-19. 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