{"id":39859,"date":"2022-09-06T10:44:26","date_gmt":"2022-09-06T08:44:26","guid":{"rendered":"https:\/\/enreach.es\/?p=39859"},"modified":"2022-09-06T12:06:49","modified_gmt":"2022-09-06T10:06:49","slug":"els-kpi-i-la-transparencia-son-claus-per-formar-als-agents-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/els-kpi-i-la-transparencia-son-claus-per-formar-als-agents-dun-call-center\/","title":{"rendered":"Els KPI i la transpar\u00e8ncia s\u00f3n claus per formar als agents d\u2019un call center"},"content":{"rendered":"

Molts agents saben com brindar una excel\u00b7lent experi\u00e8ncia al client (CX) de manera innata. La majoria d\u2019ells, no obstant, necessiten ser formats per aix\u00f2.<\/p>\n

Els <\/strong>indicadors clau de rendiment (KPI)<\/strong><\/a> mesuren l\u2019\u00e8xit d\u2019una organitzaci\u00f3 i han de reflectir la seva cultura i capacitat per complir amb les expectatives del client<\/strong>. Aquest \u00e9s especialment el cas dels agents d\u2019un call center, que amb freq\u00fc\u00e8ncia s\u00f3n vistos pels consumidors com la \u201cporta d\u2019entrada\u201d a l\u2019empresa.<\/p>\n

Una cosa \u00e9s ensenyar a un nou empleat com usar un sistema de gesti\u00f3 de relacions amb el client (CRM<\/strong><\/a>) o una altra soluci\u00f3 de servei, i una altra \u00e9s ajudar-lo a desenvolupar la capacitat de ser emp\u00e0tic amb els clients que de vegades s\u00f3n exigents i dif\u00edcils. Aquesta capacitaci\u00f3 no pot ser la mateixa per a tots, ja que cada persona t\u00e9 un ritme d\u2019aprenentatge diferent i necessitats individuals<\/strong>. De manera similar, un sol enfocament o m\u00e8tode de formaci\u00f3 \u00e9s inadequat per a un contact center perqu\u00e8 cada empleat t\u00e9 diferents fortaleses i oportunitats.<\/p>\n

Per aquestes raons, les empreses necessiten un programa de coaching de rendiment<\/strong>; un que es dediqui a construir un call center que compleixi o superi les expectatives del client<\/strong>.<\/p>\n

Qu\u00e8 \u00e9s el coaching de rendiment?<\/strong><\/h3>\n

DMG Consulting, una important firma independent d\u2019investigaci\u00f3 i an\u00e0lisi de la ind\u00fastria de contact centers i back-office, defineix el coaching de rendiment<\/strong> com \u201cun proc\u00e9s basat en est\u00e0ndards i dades per millorar i mantenir el rendiment i el comprom\u00eds dels empleats (agents)\u201d<\/strong>.<\/p>\n

El coaching de rendiment utilitza tot tipus de KPIs per crear objectius per a cada departament i individu. Els KPI es mesuren i es comparteixen amb cada agent de forma continuada. Aquest enfocament, que fomenta la participaci\u00f3 dels empleats en el seu \u00e8xit, permet que els agents d\u2019un call center s\u00e0piguen com ho estan fent i puguin modificar la seva estrat\u00e8gia en funci\u00f3 del seu rendiment<\/strong>.<\/p>\n

El que diferencia al coaching de rendiment del coaching general \u00e9s que es basa en el rendiment individual de cada agent<\/a> mesurat front a objectius i KPI predefinits (i acordats)<\/strong>. Aquesta transpar\u00e8ncia garanteix que tots els involucrats en el proc\u00e9s s\u00e0piguen el que s\u2019esforcen per aconseguir, el que els hi ofereix una gran oportunitat per assolir-los.<\/p>\n

Establiment, comunicaci\u00f3 i seguiment d\u2019objectius<\/strong><\/h3>\n

Una de les queixes m\u00e9s comunes dels agents als call center (ja sigui que es dediquin a servei al client, vendes, cobraments o d\u2019altres funcions) \u00e9s que no tenen visibilitat de com estan rendint en relaci\u00f3 amb els seus objectius diaris, setmanals, mensuals, trimestrals o anuals. Encara \u00e9s m\u00e9s frustrant quan els agents simplement no s\u00f3n conscients dels seus objectius i metes.<\/p>\n

El coaching de rendiment<\/strong> resol aquests problemes; est\u00e0 dissenyat per garantir que els agents, i els seus supervisors, gerents, especialistes en gesti\u00f3 de qualitat i capacitadors, estiguin tots alineats<\/strong>. Donat que el coaching de rendiment brinda informaci\u00f3 sobre els objectius de cada agent, l\u2019equip i tot el call center, coneix exactament el seu rendiment en tot moment.<\/p>\n

Capacitaci\u00f3 per involucrar i retenir als agents i supervisors<\/strong><\/h3>\n

El coaching de rendiment empodera als agents brindant-los f\u00e0cil acc\u00e9s als seus objectius personals i informaci\u00f3 actualitzada sobre com els estan aconseguint<\/strong>. Aix\u00f2 elimina la frustraci\u00f3 d\u2019esperar a que un supervisor, analista comercial o gerent d\u2019operacions trobi temps per compartir aquestes dades amb ells, el que podria succeir un cop al dia, a la setmana o en m\u00e9s temps. Oferir als agents aquesta visibilitat millora en gran mesura la din\u00e0mica d\u2019un call center<\/strong>.<\/p>\n

Tamb\u00e9 \u00e9s molt positiu pels <\/strong>supervisors<\/strong><\/a> perqu\u00e8 els hi permet tenir temps per concentrar-se en ajudar i capacitar als agents, en lloc de crear informes i quadres de comandament<\/strong>. (Amb massa freq\u00fc\u00e8ncia, els supervisors d\u2019un contact center tenen poc temps per dedicar-lo al \u201ccoaching\u201d real).<\/p>\n

Quan s\u2019aplica un enfocament de coaching de rendiment, els supervisors (aix\u00ed com els agents) tenen f\u00e0cil acc\u00e9s a les dades que necessiten, el que els allibera per emprar el seu temps en construir i lliurar plans de capacitaci\u00f3 \u00fanics i efectius per a cada agent<\/strong>. Aix\u00f2 permet als supervisors fer la seva feina: ajudar als agents a oferir una gran experi\u00e8ncia, el que clarament millora la CX i la marca.<\/p>\n

En conclusi\u00f3, brindar transpar\u00e8ncia en temps real en el rendiment \u00e9s bo pels agents, supervisors, el call center, l\u2019empresa i el client<\/strong>. Un programa estandarditzat millora el comprom\u00eds, l\u2019\u00e8xit i la retenci\u00f3 dels empleats. A m\u00e9s, millora els resultats de l\u2019empresa.<\/p>\n","protected":false},"excerpt":{"rendered":"

Molts agents saben com brindar una excel\u00b7lent experi\u00e8ncia al client (CX) de manera innata. La majoria d\u2019ells, no obstant, necessiten ser formats per aix\u00f2. Els indicadors clau de rendiment (KPI) mesuren l\u2019\u00e8xit d\u2019una organitzaci\u00f3 i han de reflectir la seva cultura i capacitat per complir amb les expectatives del client. Aquest \u00e9s especialment el cas… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":39860,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3099,3286,3163,3677,3722,3100,3204,3202,3322,3721,3201,3288,3723],"class_list":["post-39859","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-call-center-ca","tag-capacitacio-dels-agents","tag-cloud-ca","tag-coaching-de-rendiment","tag-compromis-dels-agents","tag-contact-center-ca","tag-crm-ca","tag-cx-ca","tag-kpi-ca","tag-retencio-dels-agents","tag-servei-al-client","tag-supervisors","tag-transparencia-ca"],"acf":[],"yoast_head":"\nEls KPI i la transpar\u00e8ncia s\u00f3n claus per formar als agents d\u2019un call center - Enreach ES<\/title>\n<meta name=\"description\" content=\"Brindar transpar\u00e8ncia en temps real en el rendiment \u00e9s bo pels agents, supervisors, el call center, l\u2019empresa i el client.\" \/>\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\/els-kpi-i-la-transparencia-son-claus-per-formar-als-agents-dun-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Els KPI i la transpar\u00e8ncia s\u00f3n claus per formar als agents d\u2019un call center - 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