{"id":39729,"date":"2022-08-25T08:30:07","date_gmt":"2022-08-25T06:30:07","guid":{"rendered":"https:\/\/enreach.es\/?p=39729"},"modified":"2022-08-25T08:32:24","modified_gmt":"2022-08-25T06:32:24","slug":"quines-son-les-7-funcions-principals-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-son-les-7-funcions-principals-dun-call-center\/","title":{"rendered":"Quines s\u00f3n les 7 funcions principals d\u2019un call center?"},"content":{"rendered":"

Aquestes dependran del tipus d\u2019empresa a la qual presten els serveis. Despr\u00e9s, el call center s\u2019adaptar\u00e0 a les necessitats de cada negoci. Per aix\u00f2, les funcions principals d\u2019un call center s\u00f3n diverses:<\/p>\n

1) Augmentar les vendes<\/strong><\/h3>\n

Quan un call center es dedica a les vendes, el seu principal objectiu \u00e9s incrementar-les. Per aix\u00f2 \u00e9s necessari que els agents estiguin capacitats en diferents t\u00e8cniques de venda. La majoria dels cops, els empleats que es dediquen a aquesta tasca realitzen vendes a porta freda o ofereixen nous productes a clients ja existents.<\/p>\n

2) Proporcionar un excel\u00b7lent servei al client<\/strong><\/h3>\n

Quelcom que tot call center sempre tindr\u00e0 com una de les seves funcions principals, sense importar el seu tipus, \u00e9s oferir atenci\u00f3 al client<\/a> a trav\u00e9s de, a m\u00e9s de trucades telef\u00f2niques, diferents canals digitals<\/strong>. A l\u2019assegurar una bona comunicaci\u00f3 amb els usuaris, els contact center aconseguiran la seva fidelitzaci\u00f3 amb l\u2019empresa.<\/p>\n

Aix\u00ed mateix, la resoluci\u00f3 de les consultes dels clients en el menor temps possible, crear\u00e0 una experi\u00e8ncia de client (CX) satisfact\u00f2ria<\/strong>.<\/p>\n

3) Optimitzar els productes o serveis<\/strong><\/h3>\n

Les empreses que brinden atenci\u00f3 al client a trav\u00e9s d\u2019un call center tenen m\u00e9s facilitat per millorar els seus productes i\/o serveis i saber com fer-ho correctament, ja que aquests s\u00f3n els que reben las queixes o comentaris i en base a ells es poden realitzar millores en el servei al client.<\/p>\n

4) Realitzar enquestes<\/strong><\/h3>\n

Per la mateixa ra\u00f3 que un call center funciona com un canal de comunicaci\u00f3 amb el client, moltes vegades \u00e9s la seva responsabilitat fer enquestes per con\u00e8ixer quina \u00e9s la percepci\u00f3 del client sobre el servei ofert<\/strong>. De la mateixa manera, poden sol\u00b7licitar als usuaris comentaris sobre temes espec\u00edfics relacionats amb productes o serveis per poder millorar la percepci\u00f3 de l\u2019empresa.<\/p>\n

5) Obtenir informaci\u00f3<\/strong><\/h3>\n

Donat que els agents estan en constant comunicaci\u00f3 directa amb els clients, una de les seves funcions \u00e9s recopilar dades per mantenir actualitzada tant la base de dades com el seu historial. D\u2019aquesta forma, quan una organitzaci\u00f3 vulgui implementar una campanya, sabr\u00e0 amb quins clients pot contactar.<\/p>\n

6) Realitzar cobraments<\/strong><\/h3>\n

Una altra de les funcions dels call center segons la seva tipologia \u00e9s la de cobrar els pagaments dels clients. En aquest sentit, els agents d\u2019aquests call center s\u00f3n els encarregats de contactar amb els clients que tenen deutes o pagaments pendents amb una empresa per a qu\u00e8 aquests els realitzin, o donar-los facilitats per a qu\u00e8 s\u2019efectu\u00ef el pagament.<\/p>\n

7) Atendre queixes o reclamacions<\/strong><\/h3>\n

Independentment del tipus de call center que tingui una organitzaci\u00f3, els agents han d\u2019estar preparats i tenir desenvolupades les seves habilitats toves, com l\u2019empatia o l\u2019escolta activa, per atendre trucades m\u00e9s complexes en les quals els clients exposin queixes o reclamacions<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Aquestes dependran del tipus d\u2019empresa a la qual presten els serveis. Despr\u00e9s, el call center s\u2019adaptar\u00e0 a les necessitats de cada negoci. Per aix\u00f2, les funcions principals d\u2019un call center s\u00f3n diverses: 1) Augmentar les vendes Quan un call center es dedica a les vendes, el seu principal objectiu \u00e9s incrementar-les. Per aix\u00f2 \u00e9s necessari… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":39730,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3658,3099,3096,3236,3163,3100,3202,3352,3657,3661,3659,3660,3261,3201],"class_list":["post-39729","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-augment-de-vendes","tag-call-center-ca","tag-canals-digitals","tag-capacitacio-agents","tag-cloud-ca","tag-contact-center-ca","tag-cx-ca","tag-escolta-activa","tag-funcions-principals","tag-habilitats-toves","tag-percepcio-del-client","tag-recopilacio-de-dades","tag-satisfaccio-del-client","tag-servei-al-client"],"acf":[],"yoast_head":"\nQuines s\u00f3n les 7 funcions principals d\u2019un call center? - Enreach ES<\/title>\n<meta name=\"description\" content=\"Les funciones principals d\u2019un call center s\u00f3n diverses i depenen del tipus d\u2019empresa a la qual presten els seus serveis.\" \/>\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\/quines-son-les-7-funcions-principals-dun-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quines s\u00f3n les 7 funcions principals d\u2019un call center? 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