{"id":40681,"date":"2022-11-17T07:39:09","date_gmt":"2022-11-17T06:39:09","guid":{"rendered":"https:\/\/enreach.es\/?p=40681"},"modified":"2022-11-17T07:39:30","modified_gmt":"2022-11-17T06:39:30","slug":"com-millorar-la-participacio-i-el-compromis-dels-agents-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-millorar-la-participacio-i-el-compromis-dels-agents-en-un-call-center\/","title":{"rendered":"Com millorar la participaci\u00f3 i el comprom\u00eds dels agents en un call center?"},"content":{"rendered":"

Els beneficis del comprom\u00eds dels agents s\u00f3n obvis per a qualsevol supervisor d\u2019un call center. Els agents que estan compromesos alineen els seus objectius personals amb els de l\u2019empresa per a la qual treballen i s\u2019esforcen per fer un excel\u00b7lent treball, perqu\u00e8 els hi fa sentir b\u00e9 assolir les metes que se\u2019ls hi han proposat.<\/p>\n

Fan millor la seva feina i tracten millor als clients. Els agents compromesos es queden m\u00e9s temps al seu lloc de treball, el que millora els seus resultats juntament amb les experi\u00e8ncies dels seus clients (CX).<\/p>\n

Quines s\u00f3n les 9 millors pr\u00e0ctiques pels agents compromesos? <\/strong><\/h3>\n

1) Usar la regla d\u2019or<\/strong><\/h3>\n

Tractar als teus empleats com tractaries als teus clients, \u00e9s a dir, amb el respecte i l\u2019empatia.<\/p>\n

2) Ser proactiu<\/strong><\/h3>\n

\u00c9s convenient concentrar-se en la retenci\u00f3 d\u2019agents en lloc de en el reclutament d\u2019aquests. Per aix\u00f2, s\u2019ha de posar el focus en la retenci\u00f3 del talent en lloc de buscar-ne nou.<\/p>\n

3) Fomentar la comunicaci\u00f3 bidireccional entre el supervisor i els agents<\/strong><\/h3>\n

Els call center han de facilitar les eines adequades per a qu\u00e8 els agents puguin realitzar correctament la seva feina<\/strong><\/a>, proporcionin feedback als seus supervisors i aix\u00ed saber qu\u00e8 s\u2019ha de millorar.<\/p>\n

4) Oferir la possibilitat de cr\u00e9ixer professionalment a l\u2019empresa <\/strong><\/h3>\n

Els agents necessiten veure que el seu desenvolupament i creixement professional \u00e9s possible. En aquest sentit, \u00e9s molt motivador oferir-los m\u00e9s opcions que nom\u00e9s convertir-se en un supervisor del contact center<\/strong>. Tamb\u00e9 se\u2019ls hi pot oferir ser un especialista en gesti\u00f3 de qualitat (QM), un gestor de la for\u00e7a laboral (WFM), u especialista en Intel\u00b7lig\u00e8ncia Artificial o un expert en processos rob\u00f2tics<\/strong>, entre d\u2019altres.<\/p>\n

5) Facilitar m\u00faltiples eines de treball per a entorns h\u00edbrids<\/strong><\/h3>\n

\u00c9s a dir, permetre que els agents treballin a l\u2019oficina, de forma remota amb productes com <\/strong>Enreach Contact<\/strong><\/a> o oferir-los la possibilitat de treballar en un entorn h\u00edbrid<\/strong>.<\/p>\n

6) Brindar opcions d\u2019horaris flexibles<\/strong><\/h3>\n

Amb el treball remot com una nova forma, els agents volen la flexibilitat de programar torns d\u2019acord amb les seves necessitats.<\/p>\n

7) Construir una cultura corporativa dedicada a la comunicaci\u00f3 bidireccional i la capacitaci\u00f3 continus <\/strong><\/h3>\n

\u00c9s un error monitorejar als agents<\/strong><\/a> i nom\u00e9s proporcionar-los comentaris negatius. Pel contrari, les cr\u00edtiques han de presentar-se com una formaci\u00f3 personalitzada, per mostrar que el supervisor i l\u2019agent estan al mateix equip per ajudar-los a assolir els seus KPI<\/strong>.<\/p>\n

8) Proporcionar acc\u00e9s a m\u00e8trics de rendiment personal<\/strong><\/h3>\n

\u00c9s necessari permetre que els agents vegin les seves m\u00e8triques de rendiment, tal i com ho fan els supervisors. La transpar\u00e8ncia genera confian\u00e7a i els hi ofereix la visibilitat per identificar les seves \u00e0rees de millora.<\/p>\n

9) Donar reconeixement i recompenses oportuns i significatius <\/strong><\/h3>\n

El reconeixement per una feina ben feta eleva la moral no nom\u00e9s del destinatari, sin\u00f3 de tot el call center.<\/p>\n

\u00c9s important tenir en compte que la majoria d\u2019aquests punts requereixen empatia i intel\u00b7lig\u00e8ncia emocional per part dels supervisors i gerents, mentre que d\u2019altres poden ser facilitats de manera \u00f2ptima amb la soluci\u00f3 tecnol\u00f2gica adequada<\/strong>. Per exemple, eines per ajudar a que les dades de rendiment siguin visibles pels agents, notificant als supervisors quines necessiten capacitaci\u00f3 i sobre quins aspectes, i proporcionar gamificaci\u00f3 per desenvolupar un sentit saludable de compet\u00e8ncia entre els agents per millorar el seu rendiment.<\/p>\n

En conclusi\u00f3, els contact center proporcionen part de la informaci\u00f3 que permet millorar l\u2019efic\u00e0cia de l\u2019organitzaci\u00f3 al monitorejar i potenciar el desenvolupament i el comprom\u00eds dels empleats per ajudar a complir els objectius de l\u2019empresa<\/strong>. Per qu\u00e8? Perqu\u00e8 quan els empleats estan m\u00e9s compromesos, es senten m\u00e9s empoderats, \u00e9s mes probable que assoleixin els seus objectius estrat\u00e8gics. I aqu\u00ed \u00e9s quan es veuen el creixement i els KPI positius en major escala.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els beneficis del comprom\u00eds dels agents s\u00f3n obvis per a qualsevol supervisor d\u2019un call center. Els agents que estan compromesos alineen els seus objectius personals amb els de l\u2019empresa per a la qual treballen i s\u2019esforcen per fer un excel\u00b7lent treball, perqu\u00e8 els hi fa sentir b\u00e9 assolir les metes que se\u2019ls hi han proposat…. Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":40682,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3099,3286,3722,3100,3202,3712,3750,3162,3748,3965,3106,3808,3880,4074,4075,3649,3151,3155,3513],"class_list":["post-40681","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-call-center-ca","tag-capacitacio-dels-agents","tag-compromis-dels-agents","tag-contact-center-ca","tag-cx-ca","tag-empatia-ca","tag-enreach-contact-ca","tag-flexibilitat","tag-gamificacio","tag-gamificacion-ca","tag-ia-ca","tag-intelligencia-emocional","tag-kpis-ca","tag-objectius-estrategics","tag-proactivitat","tag-qm-ca","tag-treball-hibrid","tag-treball-remot","tag-wfm-ca"],"acf":[],"yoast_head":"\nCom millorar la participaci\u00f3 i el comprom\u00eds dels agents en un call center? 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