{"id":43033,"date":"2023-06-08T07:00:30","date_gmt":"2023-06-08T05:00:30","guid":{"rendered":"https:\/\/enreach.es\/?p=43033"},"modified":"2023-06-07T14:46:01","modified_gmt":"2023-06-07T12:46:01","slug":"6-consells-per-capacitar-als-agents-dun-contact-center-de-manera-efectiva","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-consells-per-capacitar-als-agents-dun-contact-center-de-manera-efectiva\/","title":{"rendered":"6 consells per capacitar als agents d\u2019un contact center de manera efectiva"},"content":{"rendered":"

Els agents del call center s\u00f3n el nucli de l\u2019experi\u00e8ncia del client (CX) de cada marca. Donat que se\u2019ls assigna la important tasca de comunicar-se amb els clients i trobar solucions mentre utilitzen nombroses tecnologies, \u00e9s essencial que rebin la capacitaci\u00f3 adequada per brindar el millor servei possible.<\/p>\n

6 consells per capacitar als agents d\u2019un contact center de manera efectiva<\/strong><\/h3>\n

1) Utilitzar els comentaris dels clients com a material de formaci\u00f3<\/strong><\/h3>\n

Els comentaris dels clients ajuden a una marca a decidir qu\u00e8 millores han de realitzar-se i com es pot capacitar als agents per gestionar determinades situacions<\/strong>. Per exemple, si els clients senten que les seves converses amb els agents estan prenent massa temps o que estan sent redirigits amb massa freq\u00fc\u00e8ncia, pot ser necessari explorar q\u00fcestions com el temps promig d\u2019atenci\u00f3 i assegurar-se que els agents es relacionen amb els canals o departaments m\u00e9s apropiats.<\/p>\n

2) Emprar jocs de rols i exemples de la vida real<\/strong><\/h3>\n

El joc de rols \u00e9s una excel\u00b7lent manera d\u2019ajudar als agents a practicar les seves habilitats de comunicaci\u00f3 mentre aprenen a comprendre com es senten els clients<\/strong>. Els supervisors han d\u2019emprar exemples d\u2019interaccions reals de servei al client en el call center per demostrar les fortaleses i debilitats de cada punt de contacte. Els agents poden fer torns per exercir diferents rols per a qu\u00e8 tots puguin oferir els seus comentaris sobre com es poden realitzar millores.<\/p>\n

3) Capacitar als agents en l\u2019\u00fas de tecnologies de call center<\/strong><\/h3>\n

Els agents han d\u2019estar altament capacitats en l\u2019\u00fas de tecnologies de call center. Per exemple, un <\/strong>CRM<\/strong><\/a> \u00e9s una eina essencial en un contact center, pel que els agents han d\u2019aprendre a realitzar funcions com accedir i actualitzar dades de clients, gestionar contactes entrants i sortints, fer devolucions de trucades prioritzades i posar-se en contacte amb companys i supervisors segons sigui necessari<\/strong>.<\/p>\n

4) Col\u00b7locar als agents en rols que coincideixin amb les seves habilitats<\/strong><\/h3>\n

Els agents poden estar capacitats per interactuar amb els clients en diferents canals, per\u00f2 \u00e9s important tenir en compte les fortaleses de cada individu. Per exemple, un agent pot tenir una personalitat espont\u00e0nia que \u00e9s essencial per a les comunicacions en les xarxes socials, mentre que un altre pot tenir s\u00f2lides habilitats interpersonals que funcionarien b\u00e9 pel canal de veu. Connectar als agents amb els rols o canals m\u00e9s apropiats garanteix un millor servei al client alhora que els hi permet donar el millor de si mateixos en els seus rols<\/strong>.<\/p>\n

5) Utilitzar guions de trucades per ensenyar habilitats interpersonals<\/strong><\/h3>\n

\u00c9s important establir regles sobre el llenguatge d\u2019atenci\u00f3 al client, com paraules a evitar i expressions que s\u2019han d\u2019utilitzar. Per tant, els guions de trucades poden usar-se per ensenyar als agents habilitats interpersonals i ajudar-los a comprendre la veu i la imatge de la marca<\/strong>. Durant les sessions de capacitaci\u00f3, tamb\u00e9 s\u2019ha d\u2019encoratjar als agents a oferir els seus comentaris per fer revisions i millorar aix\u00ed les pr\u00e0ctiques de servei al client.<\/p>\n

6) Donar als agents objectius clars<\/strong><\/h3>\n

Per \u00faltim, no es pot esperar que els agents tinguin \u00e8xit sense con\u00e8ixer els objectius de la marca. A m\u00e9s d\u2019ajudar-los a comprendre la hist\u00f2ria i els valors de l\u2019empresa, \u00e9s fonamental definir objectius. Per exemple, si una m\u00e8trica com FCR (resoluci\u00f3 en el primer contacte) \u00e9s m\u00e9s important que l\u2019ATH (temps promig de maneig), aix\u00f2 ha d\u2019establir-se clarament.<\/p>\n

Donar als agents objectius clarament definits mitjan\u00e7ant l\u2019establiment de la cultura de servei al client de la marca els ajuda a tenir \u00e8xit i brindar experi\u00e8ncies que s\u2019alineen amb els objectius de la marca<\/strong>. Els agents del call center s\u00f3n el rostre hum\u00e0, representen els valors mentre treballen per oferir experi\u00e8ncies que coincideixin amb els seus objectius. Amb una capacitaci\u00f3 efectiva, poden ser veritables ambaixadors de la marca que brinden experi\u00e8ncies de qualitat en tot moment<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els agents del call center s\u00f3n el nucli de l\u2019experi\u00e8ncia del client (CX) de cada marca. Donat que se\u2019ls assigna la important tasca de comunicar-se amb els clients i trobar solucions mentre utilitzen nombroses tecnologies, \u00e9s essencial que rebin la capacitaci\u00f3 adequada per brindar el millor servei possible. 6 consells per capacitar als agents d\u2019un… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":43035,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3766,3099,3236,3100,3204,3202,4768,3270,4769,4770,3201,3558,4771],"class_list":["post-43033","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-ath-ca","tag-call-center-ca","tag-capacitacio-agents","tag-contact-center-ca","tag-crm-ca","tag-cx-ca","tag-efectivitat","tag-fcr-ca","tag-habilitats-interpersonals","tag-objectius-de-la-marca","tag-servei-al-client","tag-tecnologia-ca","tag-tips-ca"],"acf":[],"yoast_head":"\n6 consells per capacitar als agents d\u2019un contact center de manera efectiva - 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