{"id":39084,"date":"2022-07-07T06:38:22","date_gmt":"2022-07-07T04:38:22","guid":{"rendered":"https:\/\/enreach.es\/?p=39084"},"modified":"2023-12-13T15:37:00","modified_gmt":"2023-12-13T14:37:00","slug":"ha-augmentat-el-treball-remot-la-productivitat-dels-agents","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/ha-augmentat-el-treball-remot-la-productivitat-dels-agents\/","title":{"rendered":"Ha augmentat el treball remot la productivitat dels agents?"},"content":{"rendered":"<p>Als professionals dels call center els hi encanten les sigles. KPIs com FCR (First Call Resolution), ACR (Automatic Content Recognition), CCR (Customer Churn Rate), entre d\u2019altres, tracen la productivitat d\u2019un agent. I, el m\u00e9s important, aquesta pot augmentar o disminuir l\u2019\u00e8xit d\u2019una empresa.<\/p>\n<p>Llavors, dins d\u2019una ind\u00fastria que est\u00e0 molt enfocada en resultats mesurables, com la dels call center, <strong>com ha impactat el <\/strong><a href=\"https:\/\/enreach.es\/telefonia-empresas\/enreach-contact\/\"><strong>treball remot<\/strong><\/a><strong> en la productivitat dels agents?<\/strong><\/p>\n<p>Y ara que el teletreball ha arribat per a quedar-se, els agents que treballen des de casa tenen un major rendiment que a l\u2019oficina o mantenen nivells acceptables de productivitat?<\/p>\n<p>En els \u00faltims mesos, hem vist un augment notable en l\u2019enfocament que els call center estan posant en la productivitat dels teletreballadors. Amb aquest objectiu, <strong>les organitzacions han adquirit i desenvolupat diverses solucions que els ajuden a <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/estadisticas\/\"><strong>monitorejar l\u2019activitat remota dels empleats<\/strong><\/a>.<\/p>\n<p>Tot i aix\u00ed, si b\u00e9 aquestes eines de visibilitat i control tenen enormes beneficis, l\u2019entorn de treball a la llar en si mateix \u00e9s el principal impulsor d\u2019una major productivitat. N\u2019hi ha prou amb mirar les estad\u00edstiques que exposarem a continuaci\u00f3.<\/p>\n<h3><strong>Quins s\u00f3n els beneficis del treball remot?<\/strong><\/h3>\n<p>El treball des de casa ha estat benefici\u00f3s per a la productivitat des de molt abans de la COVID-19. El 2015, <strong>la Universitat de Stanford va estudiar a 16.000 treballadors de contact center remots durant un per\u00edode de nou mesos i va descobrir que treballar des de casa augmenta la productivitat dels agents en un 13%<\/strong>.<\/p>\n<p>Despr\u00e9s de l\u2019inici de la pand\u00e8mia, van comen\u00e7ar a apar\u00e8ixer n\u00fameros similars en nous estudis. En una enquesta del 2020 realitzada per FlexJobs, l\u2019empresa va descobrir que els treballadors que esperaven que la seva productivitat augment\u00e9s quan treballaven des de casa tenien tota la ra\u00f3.<\/p>\n<p><strong>Una mica m\u00e9s de la meitat (51%) dels enquestats van informar d\u2019un augment de la productivitat quan van comen\u00e7ar a teletreballar durant la pand\u00e8mia, citant menys interrupcions i entorns de treball m\u00e9s silenciosos com raons notables de la millora<\/strong>.<\/p>\n<p>Treballar des de casa durant el confinament tamb\u00e9 va ajudar als treballadors a concentrar-se en tasques m\u00e9s importants, segons un estudi de Harvard Business Review. <strong>Els enquestats van passar un 12% menys de temps a reunions llargues i un 9% m\u00e9s interactuant amb clients o socis externs<\/strong>. Aix\u00ed mateix, <strong>els investigadors tamb\u00e9 van descobrir que els empleats que treballaven des de casa feien un 50% m\u00e9s de treball per elecci\u00f3 personal<\/strong>.<\/p>\n<p>En el mateix estudi de HBR, els enquestats van revelar que valoraven m\u00e9s les seves tasques quan treballaven de forma remota. En un estudi similar del 2013, el 27% dels enquestats va considerar que les seves tasques eren tedioses. Aquesta estad\u00edstica es va reduir al 12% al finalitzar el 2020.<\/p>\n<p><strong>Aquests augments en la satisfacci\u00f3 laboral i la productivitat no s\u00f3n els \u00fanics beneficis del treball remot<\/strong>. Cadascun d\u2019ells t\u00e9 un efecte colateral positiu a les taxes de deserci\u00f3, que la ind\u00fastria dels contact center ha estat tractant de millorar durant d\u00e8cades.<\/p>\n<p>Segons Global Workplace Analytics, <strong>el 72% de les empreses afirmen que el treball remot t\u00e9 un alt impacte en la retenci\u00f3 d\u2019empleats, i el 90% d\u2019ells informen d\u2019un augment en la moral quan se\u2019ls hi ofereix flexibilitat laboral<\/strong>.<\/p>\n<h3><strong>Com impulsa el treball remot la productivitat?<\/strong><\/h3>\n<p>La primera ra\u00f3 \u00e9s la satisfacci\u00f3 dels empleats. <strong>Ask.com va descobrir que el 86% dels empleats prefereixen treballar sols de forma remota, ja que la manca de distraccions els hi permet maximitzar la seva productivitat<\/strong>.<strong>\u00a0<\/strong><\/p>\n<p>Diversos estudis tamb\u00e9 han demostrat que el teletreball d\u00f3na com a resultat menys descansos llargs i menys dies de malaltia, el que millora directament les trucades per minut a mida que els agents passen m\u00e9s temps al seu espai de treball.<\/p>\n<p><strong>Sense la necessitat de despla\u00e7aments a l\u2019oficina, les persones tenen encara m\u00e9s temps addicional per fer exercici, el que millora la seva salut mental i f\u00edsica, juntament amb la seva productivitat<\/strong>. Una enquesta realitzada per Airtasker va trobar que els treballadors estalvien una mitjana de 8,5 hores a la setmana de temps lliure al no anar a l\u2019oficina. S\u00f3n 408 hores a l\u2019any per invertir en aspectes que influeixin en el seu benestar.<\/p>\n<h3><strong>Qu\u00e8 li depara el futur al treball remot?<\/strong><\/h3>\n<p>\u00c9s dif\u00edcil ignorar els beneficis de productivitat del treball a casa, particularment quan tants estudis reflecteixen amb xifres els \u00e8xits del treball remot.<\/p>\n<p><strong>Quan als candidats adequats se\u2019ls hi d\u00f3na la llibertat i la flexibilitat per realitzar el seu treball a casa, els empleats s\u00f3n m\u00e9s feli\u00e7os, realitzen les seves tasques durant m\u00e9s temps i fan un millor treball en general, el que genera un gran augment en la satisfacci\u00f3 del client<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Als professionals dels call center els hi encanten les sigles. KPIs com FCR (First Call Resolution), ACR (Automatic Content Recognition), CCR (Customer Churn Rate), entre d\u2019altres, tracen la productivitat d\u2019un agent. I, el m\u00e9s important, aquesta pot augmentar o disminuir l\u2019\u00e8xit d\u2019una empresa. Llavors, dins d\u2019una ind\u00fastria que est\u00e0 molt enfocada en resultats mesurables, com&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/ha-augmentat-el-treball-remot-la-productivitat-dels-agents\/\" title=\"Read Ha augmentat el treball remot la productivitat dels agents?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":39085,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3203,3081,3099,3163,5139,5159,3270,3162,3337,3322,3335,3287,3338,3261,3336,3155],"class_list":["post-39084","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-ax-ca","tag-call-center","tag-call-center-ca","tag-cloud-ca","tag-contact-center-ca-2","tag-cx-ca-2","tag-fcr-ca","tag-flexibilitat","tag-interaccions-dels-usuaris","tag-kpi-ca","tag-productivitat-dels-agents","tag-rendiment-dels-agents","tag-retencio-dempleats","tag-satisfaccio-del-client","tag-satisfaccio-laboral","tag-treball-remot"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ha augmentat el treball remot la productivitat dels agents? 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