{"id":40497,"date":"2022-10-27T06:17:03","date_gmt":"2022-10-27T04:17:03","guid":{"rendered":"https:\/\/enreach.es\/?p=40497"},"modified":"2023-11-13T14:01:13","modified_gmt":"2023-11-13T13:01:13","slug":"com-afavorir-la-flexibilitat-dhoraris-dels-agents-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-afavorir-la-flexibilitat-dhoraris-dels-agents-dun-call-center\/","title":{"rendered":"Com afavorir la flexibilitat d\u2019horaris dels agents d\u2019un call center?"},"content":{"rendered":"<p>L\u2019alta rotaci\u00f3 \u00e9s un punt de dolor pels call center. Si b\u00e9 aquesta no va augmentar notablement als contact center durant \u201cLa Gran Ren\u00fancia\u201d (les taxes s\u2019han mantingut estables en un 42% anual, segons l\u2019Enquesta Global WEM 2022), es calcula que els centres d\u2019atenci\u00f3 al client passen una mitjana de 13 setmanes incorporant a un nou empleat, a un cost de 12.500 d\u00f2lars per cada nou empleat.<\/p>\n<p><strong>Malgrat l\u2019alta taxa i el cost de la deserci\u00f3 dels empleats, el 36% dels enquestats a l\u2019Enquesta Global WEM 2022 afirma que la seva organitzaci\u00f3 est\u00e0 invertint poc o cap esfor\u00e7 en la retenci\u00f3<\/strong>. Per reduir les ren\u00fancies laborals, els l\u00edders dels call center informen que es centren principalment en iniciatives de formaci\u00f3 d\u2019equips, mentre que <strong>l\u2019enquesta continua mostrant que el que t\u00e9 el major impacte per l\u2019agent \u00e9s una millor remuneraci\u00f3, un pla clar pel creixement professional i opcions de programaci\u00f3 m\u00e9s flexibles<\/strong>.<\/p>\n<p>En aquest entorn, la flexibilitat d\u2019horaris es converteix en un diferenciador important. De fet, <strong>a totes les ind\u00fastries, els empleats que no disposen de suficient flexibilitat tenen quatre cops menys probabilitats de convertir-se en un risc de retenci\u00f3, segons un informe de Quantum Workplace<\/strong>. I <strong>la retenci\u00f3, per suposat, est\u00e0 vinculada a agents de major rendiment i majors \u00edndexs de satisfacci\u00f3 del client<\/strong>.<\/p>\n<h3><strong>Com afavorir la flexibilitat d\u2019horaris dels agents d\u2019un call center?<\/strong><\/h3>\n<p>Si b\u00e9 la flexibilitat d\u2019horaris \u00e9s un m\u00e8tode rendible per atreure i retenir talent, tradicionalment no ha estat factible permetre que els agents escullin els seus horari, especialment si aquests no s\u2019alineen amb les necessitats del negoci. A m\u00e9s, el fet \u00e9s que no tots els empleats sabran al gener el que voldran o necessitaran des del punt de vista de la programaci\u00f3 i els ingressos a l\u2019octubre, per exemple.<\/p>\n<p><strong>Molts call center amb bones intencions han intentat confiar \u00fanicament en les pr\u00e0ctiques de programaci\u00f3 de prefer\u00e8ncies dels agents<\/strong>. No obstant, si no es considera front a una mir\u00edada d\u2019altres factors i es d\u00f3na suport amb una eina de programaci\u00f3 flexible, la prefer\u00e8ncia de l\u2019agent per si sola pot causar m\u00e9s dany que b\u00e9.<\/p>\n<h3><strong>La import\u00e0ncia de<\/strong> <strong>Gesti\u00f3 de la For\u00e7a de Treball (WFM)<\/strong><\/h3>\n<p>Si b\u00e9 no existeix un horari \u201cperfecte\u201d en un contact center, funcions com la Gesti\u00f3 de la For\u00e7a de Treball (WFM, en les seves sigles en angl\u00e8s) pot ajudar. Per exemple, <strong>assignant punts de disponibilitat, els supervisors defineixen cada interval d\u2019un dia amb un valor num\u00e8ric \u00fanic i estableixen regles que els agents han de complir per completar la seva disponibilitat<\/strong>. Aix\u00f2 pot incloure:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>Requerir aprovaci\u00f3 si la disponibilitat no compleix amb totes les regles.<\/li>\n<li>Requerir una quantitat m\u00ednima de temps disponible.<\/li>\n<li>Requerir un n\u00famero m\u00ednim de punts cada setmana.<\/li>\n<li>Requerir un n\u00famero m\u00ednim de hores i\/o dies a la setmana.<\/li>\n<\/ul>\n<p>Les regles estan definides pel valor de les dades de l\u2019agent i totes les regles s\u00f3n opcionals. <strong>Un cop que s\u2019estableixen els par\u00e0metres, l\u2019agent ha de proporcionar la seva disponibilitat d\u2019acord amb les regles del negoci<\/strong>. D\u2019aquesta manera, <strong>els punts de disponibilitat gamifiquen el proc\u00e9s de programaci\u00f3 i encoratgen als agents a comprometre\u2019s amb la seva disponibilitat en funci\u00f3 de les necessitats comercials<\/strong>. Aix\u00f2 impulsa el comprom\u00eds alhora que brinda oportunitats per reduir encara m\u00e9s l\u2019absentisme laboral.<\/p>\n<p><strong>A mida que \u201cLa Gran Ren\u00fancia\u201d continua desafiant als gerents de contractaci\u00f3 i els entorns de treball evolucionen amb l\u2019adopci\u00f3 de nous models h\u00edbrids, els l\u00edders dels call center han d\u2019escoltar a tres de cada quatre agents que mencionen els horaris flexibles com un requisit de feina<\/strong>.<\/p>\n<p>En aquest sentit, <strong>solucions com <\/strong><a href=\"https:\/\/enreach.es\/telefonia-empresas\/enreach-contact\/\"><strong>Enreach Contact<\/strong><\/a><strong> fan que la flexibilitat d\u2019horaris sigui una realitat i, alhora, satisfan les necessitats de personal empresarial i augmenten tant el comprom\u00eds dels empleats com l\u2019experi\u00e8ncia del client (CX)<\/strong>. Per tant, els l\u00edders que innovin en l\u2019espai de programaci\u00f3 flexible establiran un diferenciador valu\u00f3s en la lluita continuada per la retenci\u00f3 d\u2019agents.<\/p>\n<h3><strong>Qu\u00e8 \u00e9s \u201cLa Gran Ren\u00fancia\u201d, coneguda tamb\u00e9 com \u201cThe Great Resignation\u201d?<\/strong><\/h3>\n<p>La Gran Ren\u00fancia, terme encunyat el maig del 2021, descriu el n\u00famero r\u00e8cord de persones que han deixat els seus treballs des de l\u2019inici de la pand\u00e8mia. Despr\u00e9s d\u2019un per\u00edode prolongat de treball des de casa sense despla\u00e7aments, moltes persones han decidit que l\u2019equilibri entre el treball i la vida s\u2019ha tornat m\u00e9s important per a ells.<\/p>\n<p>Aquesta revoluci\u00f3 en el m\u00f3n del treball sembla continuar a bon ritme, amb un de cada cinc treballadors a tot el m\u00f3n planejant renunciat al 2022. <strong>Aquest \u00e9s el descobriment clau de l\u2019Enquesta Global d\u2019Esperances i Pors de la For\u00e7a Laboral de la consultora PwC de m\u00e9s de 52.000 treballadors a 44 pa\u00efsos i territoris dut a terme el mar\u00e7 del 2022<\/strong>. Diu que, com era d\u2019esperar, el pagament principal a les persones que desitgen canviar de feina, i el 71% el cita com una ra\u00f3 clau.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019alta rotaci\u00f3 \u00e9s un punt de dolor pels call center. Si b\u00e9 aquesta no va augmentar notablement als contact center durant \u201cLa Gran Ren\u00fancia\u201d (les taxes s\u2019han mantingut estables en un 42% anual, segons l\u2019Enquesta Global WEM 2022), es calcula que els centres d\u2019atenci\u00f3 al client passen una mitjana de 13 setmanes incorporant a un&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-afavorir-la-flexibilitat-dhoraris-dels-agents-dun-call-center\/\" title=\"Read Com afavorir la flexibilitat d\u2019horaris dels agents d\u2019un call center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":40499,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3099,3163,3722,5139,3182,3202,3750,3962,3965,3964,3287,3963,3261,3151,3513],"class_list":["post-40497","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-call-center-ca","tag-cloud-ca","tag-compromis-dels-agents","tag-contact-center-ca-2","tag-cx","tag-cx-ca","tag-enreach-contact-ca","tag-flexibilitat-dhoraris","tag-gamificacion-ca","tag-programacio-horaria","tag-rendiment-dels-agents","tag-retencio-dels-empleats","tag-satisfaccio-del-client","tag-treball-hibrid","tag-wfm-ca"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Com afavorir la flexibilitat d\u2019horaris dels agents d\u2019un call center? 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