{"id":43443,"date":"2023-07-20T07:00:20","date_gmt":"2023-07-20T05:00:20","guid":{"rendered":"https:\/\/enreach.es\/?p=43443"},"modified":"2023-07-20T08:41:41","modified_gmt":"2023-07-20T06:41:41","slug":"6-tips-per-millorar-el-rendiment-i-la-productivitat-dels-agents-del-call-center-2","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-tips-per-millorar-el-rendiment-i-la-productivitat-dels-agents-del-call-center-2\/","title":{"rendered":"6 tips per millorar el rendiment i la productivitat dels agents del call center"},"content":{"rendered":"<p>Els gerents dels call center confien en els seus agents per oferir un servei al client superior en cada interacci\u00f3. Si aquests no s\u00f3n productius pot repercutir negativament en els ingressos i la reputaci\u00f3 de l\u2019organitzaci\u00f3. Per aix\u00f2, per garantir l\u2019\u00e8xit continu, el contact center ha d\u2019augmentar el rendiment dels agents.<\/p>\n<h3><strong>6 tips per millorar el rendiment i la productivitat dels agents del call center<\/strong><\/h3>\n<h3><strong>1) Utilitza l\u2019IVR per segmentar als clients<\/strong><\/h3>\n<p>Un dels principals factors que afecten al rendiment \u00e9s la distribuci\u00f3 deficient o inexacta de les trucades entrants. <strong>Amb un IVR (Resposta de Veu Interactiva), es pot recopilar informaci\u00f3 sobre la persona que truca abans que connecti amb un agent<\/strong>. Posteriorment, les dades recopilades es proporcionen a l\u2019agent en temps real. Un men\u00fa d\u2019IVR implica que els clients puguin obtenir la soluci\u00f3 que necessiten m\u00e9s r\u00e0pid, aix\u00ed com que els agents puguin atendre consultes m\u00e9s complexes.<\/p>\n<h3><strong>2) Utilitza el poder de la Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/h3>\n<p>Vols optimitzar les teves comunicacions i augmentar l\u2019efic\u00e0cia del teu call center avaluant la intenci\u00f3 del client i oferint la resposta esperada 24\/7? Els <a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/inteligencia-artificial\/\"><strong>xat bots i voicebots<\/strong><\/a><strong> de l\u2019Omnichannel Contact Center d\u2019Enreach<\/strong> atendran totes les trucades i no deixaran cap missatge en vist. A m\u00e9s, <strong>resoldran autom\u00e0ticament les consultes m\u00e9s freq\u00fcents i permetran als teus agents concentrar-se en tasques m\u00e9s importants<\/strong>.<\/p>\n<p><strong>Mitjan\u00e7ant el motor d\u2019IA d\u2019Enreach podr\u00e0s entrenar al teu bot per a qu\u00e8 entengui les necessitats dels clients i resolgui les seves consultes<\/strong>. Si connectes els nostres bots amb sistemes externs, podr\u00e0s completar les seves respostes amb informaci\u00f3 dels teus clients. Aix\u00ed mateix, <strong>pots configurar el bot en m\u00e9s de 120 idiomes, recopilar informaci\u00f3 de cada interacci\u00f3, analitzar per qu\u00e8 et contacten i millorar les respostes<\/strong>.<\/p>\n<h3><strong>3) Elimina les trucades innecess\u00e0ries<\/strong><\/h3>\n<p>Quan pots eliminar qualsevol trucada innecess\u00e0ria, els agents recuperen aquest temps per atendre la trucada que importa. Com fer-ho? Bloquejant qualsevol n\u00famero de tel\u00e8fon no desitjat, creant preguntes freq\u00fcents per ajudar a resoldre els dubtes m\u00e9s comuns i usant el men\u00fa IVR mencionat anteriorment.<\/p>\n<h3><strong>4) Inverteix en capacitaci\u00f3 continuada d\u2019agents<\/strong><\/h3>\n<p>Si es vol retenir a l\u2019equip i assegurar que continu\u00efn garantint l\u2019\u00e8xit del call center, la capacitaci\u00f3 continuada \u00e9s imprescindible. <strong>Els agents han de rebre la formaci\u00f3 necess\u00e0ria i, a mida que s\u2019introdueixen canvis en productes o serveis, se\u2019ls hi ha de proporcionar capacitaci\u00f3 addicional<\/strong>. Aix\u00ed mateix, \u00e9s important invertir en \u201ccursos d\u2019actualitzaci\u00f3\u201d sobre temes com tractar amb clients molestos o gestionar problemes comuns. Aix\u00f2 assegura que els agents estiguin cont\u00ednuament desenvolupant i millorant les seves habilitats.<\/p>\n<p>D\u2019altra banda, implementar una funci\u00f3 de <strong>monitoreig de trucades<\/strong> permetr\u00e0 brindar comentaris valuosos a cadascun dels membres de l\u2019equip. Aix\u00f2 facilita als supervisors l\u2019<strong>escolta de trucades<\/strong> i, quan sigui necessari, proporcionar comentaris en temps real.<\/p>\n<h3><strong>El <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/supervisor\/\"><strong>m\u00f2dul de supervisi\u00f3<\/strong><\/a><strong> de l\u2019Omnichannel Contact Center d\u2019Enreach permet:<\/strong><\/h3>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Analitzar el nivell del servei i el rendiment dels agents: <\/strong>Monitoritza en temps real l\u2019activitat de l\u2019OCC i pren millors decisions en base al nivell del servei o l\u2019ocupaci\u00f3 dels agents.<\/li>\n<li><strong>Wallboards i informes per no perdre detall: <\/strong>Millora la productivitat dels agents identificant mitjan\u00e7ant els informes quin \u00e9s el seu nivell d\u2019efectivitat.<\/li>\n<li><strong>Ajudar als teus agents en temps real: <\/strong>Aconsella\u2019ls durant les seves trucades (<em>whispering<\/em>), monitoritza les seves converses i distribueix les trucades de manera selectiva en funci\u00f3 de les seves habilitats.<\/li>\n<\/ul>\n<h3><strong>5) Comparteix les millors pr\u00e0ctiques i supervisa les trucades<\/strong><\/h3>\n<p><strong>Quan s\u2019utilitza el <\/strong><a href=\"https:\/\/enreach.es\/telefonia-empresas\/centralita-virtual\"><strong>software adequat pel departament d\u2019atenci\u00f3 al client d\u2019un call center<\/strong><\/a><strong>, \u00e9s possible implementar la funci\u00f3 de gravaci\u00f3 de trucades<\/strong>. Aquesta \u00e9s una eina \u00fatil, especialment pels agents m\u00e9s nous. A m\u00e9s, es poden crear sessions grupals que deixen que tots escoltin tant bons com mals exemples de trucades. <strong>Al posar aix\u00f2 en pr\u00e0ctica, es poden refor\u00e7ar les accions correctes i emp\u00e8nyer a altres agents a millorar els seus propis esfor\u00e7os<\/strong>.<\/p>\n<h3><strong>6) Implementa la millor tecnologia per empoderar als teus agents<\/strong><\/h3>\n<p>Fins i tot els agents motivats poden ser menys productius si utilitzen tecnologia complicada o obsoleta. <strong>Per aix\u00f2 \u00e9s important implementar l\u2019\u00faltima tecnologia disponible per garantir la productivitat dels agents en tot moment<\/strong>. Quan es tracta de garantir que el contact center assoleixi els resultats desitjats, hi ha molts factors a considerar.<strong> Tenir en compte aquesta informaci\u00f3 assegura que els agents comptin amb el millor suport i eines per garantir un contact center productiu i exit\u00f3s<\/strong>. Si els gerents duen aix\u00f2 a terme \u00e9s m\u00e9s que probable que els agents aconsegueixin nivells de productivitat m\u00e9s alts.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Els gerents dels call center confien en els seus agents per oferir un servei al client superior en cada interacci\u00f3. Si aquests no s\u00f3n productius pot repercutir negativament en els ingressos i la reputaci\u00f3 de l\u2019organitzaci\u00f3. Per aix\u00f2, per garantir l\u2019\u00e8xit continu, el contact center ha d\u2019augmentar el rendiment dels agents. 6 tips per millorar&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/6-tips-per-millorar-el-rendiment-i-la-productivitat-dels-agents-del-call-center-2\/\" title=\"Read 6 tips per millorar el rendiment i la productivitat dels agents del call center\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":43430,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[5157,3099,3286,3100,5139,3101,3230,5141,3106,3290,4905,4904,4858,3335,3287,4903,3558,4056,4057],"class_list":["post-43443","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-call-center-ca-2","tag-call-center-ca","tag-capacitacio-dels-agents","tag-contact-center-ca","tag-contact-center-ca-2","tag-enreach-ca","tag-gravacio-de-trucades","tag-ia-ca-2","tag-ia-ca","tag-ivr","tag-modul-de-supervisio","tag-monitoreig-de-trucades","tag-occ-ca","tag-productivitat-dels-agents","tag-rendiment-dels-agents","tag-software-atencio-al-client","tag-tecnologia-ca","tag-voicebot","tag-xat-bot"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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