{"id":45588,"date":"2023-11-07T11:49:46","date_gmt":"2023-11-07T10:49:46","guid":{"rendered":"https:\/\/enreach.es\/?p=45588"},"modified":"2023-11-10T12:05:10","modified_gmt":"2023-11-10T11:05:10","slug":"software-de-call-center-o-centraleta-virtual-que-necessito","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/software-de-call-center-o-centraleta-virtual-que-necessito\/","title":{"rendered":"Software de call center o centraleta virtual: qu\u00e8 necessito?"},"content":{"rendered":"<h5 style=\"font-weight: 400;\"><strong>Nivell:<\/strong> Principiant<\/h5>\n<p style=\"font-weight: 400; text-align: justify;\">Quan una empresa es planteja millorar les seves comunicacions, sempre sorgeix la mateixa pregunta: <strong>necessito un <a href=\"https:\/\/enreach.es\/omnichannel-contact-center-gratis\/\">software d&#8217;atenci\u00f3 al client<\/a> o una <a href=\"https:\/\/enreach.es\/enreach-contact-gratis\/\">centraleta virtual<\/a>?<\/strong> A primera vista, \u00e9s possible que semblin solucions similars, ja que poden compartir caracter\u00edstiques com:<\/p>\n<ul>\n<li>La creaci\u00f3 de <strong>cues de trucades<\/strong><\/li>\n<li>La creaci\u00f3 <strong>d&#8217;agents\/usuaris<\/strong><\/li>\n<li>La connexi\u00f3 <strong>d&#8217;extensions fixes i m\u00f2bils<\/strong><\/li>\n<li>L&#8217;automatitzaci\u00f3 de la <strong>transfer\u00e8ncia de trucades<\/strong><\/li>\n<li>La construcci\u00f3 de <strong>missatges de benvinguda i men\u00fas IVR<\/strong> (men\u00fas d&#8217;opcions)<\/li>\n<li>La gesti\u00f3 de <strong>trucades entrants i sortints<\/strong><\/li>\n<li>La <strong>transfer\u00e8ncia i enregistrament<\/strong> de trucades<\/li>\n<\/ul>\n<p style=\"font-weight: 400; text-align: justify;\">Per aix\u00f2, per determinar si necessites un software de call center o una centraleta virtual, has de plantejar-te algunes preguntes sobre <strong>la naturalesa de les teves comunicacions<\/strong>. \u00c9s senzill; comen\u00e7a contestant a <strong>aquestes cinc preguntes<\/strong>:<\/p>\n<h2 style=\"font-weight: 400;\"><strong>1. TENS <span style=\"color: #ac96ff;\">ATENCI\u00d3 AL CLIENT <\/span>A LA TEVA EMPRESA?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Fixa&#8217;t en <strong>el tipus de trucades que rebeu<\/strong>. Nom\u00e9s necessites <strong>redirigir les trucades entrants <\/strong>a un departament concret o has de <strong>donar suport<\/strong> i gestionar incidents?<\/p>\n<h2 style=\"font-weight: 400;\"><strong>2. HI HAUR\u00c0 ALG\u00da <span style=\"color: #ac96ff;\">SUPERVISANT<\/span> LES TRUCADES?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">En els departaments d&#8217;atenci\u00f3 al client, \u00e9s necess\u00e0ria la figura del supervisor. Aquest s&#8217;encarrega de <strong>redistribuir<\/strong> les cues de trucades, <strong>escoltar<\/strong> els agents i <strong>mesurar<\/strong> els nivells d&#8217;atenci\u00f3.<\/p>\n<p style=\"font-weight: 400; text-align: justify;\">Per aix\u00f2, els softwares de call center habiliten <strong>un acc\u00e9s especial<\/strong> on ells poden veure el flux de trucades i la disponibilitat dels agents <strong>en temps real<\/strong>.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>3. TENS <span style=\"color: #ac96ff;\">DIVERSOS CANALS<\/span> DE CONTACTE?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Pensa si a m\u00e9s del tel\u00e8fon, els teus clients <strong>contacten amb tu per altres mitjans<\/strong>. Reps correus electr\u00f2nics, missatges de text, xats o WhatsApps?<\/p>\n<h2 style=\"font-weight: 400;\"><strong>4. NECESSITES <span style=\"color: #ac96ff;\">MESURAR LA PRODUCTIVITAT <\/span>DE LES PERSONES QUE CONTESTEN LES TRUCADES?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Fes una llista de les <strong>m\u00e8triques que mesures<\/strong> al final del mes. Necessites veure els <strong>minuts de conversa<\/strong> de les persones que atenen el tel\u00e8fon o el nombre de <strong>trucades abandonades<\/strong>?<\/p>\n<h2 style=\"font-weight: 400;\"><strong>5. VOLS INCORPORAR <span style=\"color: #ac96ff;\">INTEL\u00b7LIG\u00c8NCIA ARTIFICIAL<\/span>?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">La intel\u00b7lig\u00e8ncia artificial integrada en els softwares d&#8217;atenci\u00f3 al client est\u00e0 enfocada a <strong>atendre els clients m\u00e9s r\u00e0pid<\/strong>.<\/p>\n<p style=\"font-weight: 400; text-align: justify;\">Abans de transferir la trucada a l&#8217;agent, els bots s\u00f3n capa\u00e7os de <strong>programar una retrucada<\/strong> autom\u00e0tica per evitar llargs temps d&#8217;espera, <strong>identificar clients<\/strong> per agilitzar la gesti\u00f3 de l&#8217;agent o <strong>gestionar consultes<\/strong>senzilles\/habituals sense necessitat d&#8217;intervenci\u00f3 humana.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>EL MOMENT DE <span style=\"color: #ac96ff;\">LA VERITAT<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Si has <strong>contestat afirmativament<\/strong> a alguna de les preguntes anteriors, necessites un <strong>software d&#8217;atenci\u00f3 al client<\/strong>. Sigui pel tipus de trucades que rebeu, pels canals de contacte que manegeu o per la necessitat de complir certs est\u00e0ndards d&#8217;atenci\u00f3: les vostres comunicacions us demanen <strong>Omnichannel Contact Center<\/strong>. Amb ell, podr\u00e0s:<\/p>\n<ul>\n<li>Estar disponible als <strong>canals preferits dels clients<\/strong>: WhatsApp, WebChat, correu electr\u00f2nic, SMS, tel\u00e8fon, Click&amp;Talk, etc.<\/li>\n<li><strong>Resoldre consultes autom\u00e0ticament<\/strong> amb la seva potent intel\u00b7lig\u00e8ncia artificial.<\/li>\n<li>Dirigir cada conversa a l&#8217;agent m\u00e9s adequat i <strong>reduir els temps d&#8217;espera<\/strong>.<\/li>\n<li>Monitorar l\u00ednies, cues i agents, i actuar <strong>en temps real<\/strong>.<\/li>\n<li>Accedir a <strong>estad\u00edstiques, m\u00e8triques i informes<\/strong> en qualsevol moment.<\/li>\n<li>Convertir els m\u00f2bils en <strong>una extensi\u00f3 m\u00e9s<\/strong>!<\/li>\n<\/ul>\n<p style=\"font-weight: 400; text-align: justify;\">Si, en canvi, has respost <strong>a totes que no<\/strong>, \u00e9s molt probable que necessitis <strong>una centraleta virtual<\/strong>. Fa poc vam presentar l&#8217;evoluci\u00f3 de les centraletes al n\u00favol: <strong>Enreach Contact<\/strong>. L&#8217;eina perfecta per <strong>unificar les comunicacions internes i externes<\/strong> de la teva empresa. Amb ella podr\u00e0s:<\/p>\n<ul>\n<li><strong>Xatejar:<\/strong> enviar i rebre missatges, intercanviar documents, mostrar la teva disponibilitat, configurar desviaments&#8230;<\/li>\n<li><strong>Realitzar videoconfer\u00e8ncies:<\/strong> privades i grupals amb fins a 25 participants interns i externs a la teva organitzaci\u00f3.<\/li>\n<li><strong>Aprofitar la telefonia avan\u00e7ada:<\/strong> configura respostes autom\u00e0tiques, desviaments, b\u00fasties de veu, m\u00fasica d&#8217;espera, cues, grups de trucades&#8230;<\/li>\n<li><strong>Integrar-la amb altres aplicacions:<\/strong> importa els teus contactes de MS Office365 i Google Suite. Utilitza els usuaris de MS Teams com una extensi\u00f3 m\u00e9s de la teva centraleta. Compatible amb m\u00e9s de 100 CRMs diferents!<\/li>\n<li><strong>Crear informes i an\u00e0lisis:<\/strong> monitorar la qualitat de la col\u00b7laboraci\u00f3 i del servei.<\/li>\n<li><strong>Aprofitar el Qboard i Switchboard:<\/strong> gestionar un volum elevat de trucades i transferir-les a altres persones de l&#8217;organitzaci\u00f3.<\/li>\n<\/ul>\n<p style=\"font-weight: 400; text-align: justify;\">Per sort, ambdues estan en <strong>promoci\u00f3<\/strong>. Aix\u00ed que, tant si contractes Omnichannel Contact Center com Enreach Contact <strong>abans que acabi l&#8217;any<\/strong>, tindr\u00e0s <strong>quotes i l\u00ednies m\u00f2bils gratu\u00eftes<\/strong> (nom\u00e9s pagar\u00e0s per les trucades).<\/p>\n<h3 style=\"font-weight: 400;\"><strong><span style=\"color: #7a17f8;\">Corre, el temps vola!<\/span><\/strong><\/h3>\n<p style=\"font-weight: 400; text-align: justify;\">Aquesta promoci\u00f3 nom\u00e9s estar\u00e0 disponible els mesos de <strong>novembre i desembre de 2023<\/strong>.<\/p>\n<p style=\"font-weight: 400; text-align: justify;\">Si tens dubtes o necessites una atenci\u00f3 m\u00e9s personalitzada, els nostres experts estan sempre disponibles al <strong>900 670 750<\/strong> o al xat que es troba m\u00e9s avall.<\/p>\n<h5 style=\"font-weight: 400;\"><\/h5>\n","protected":false},"excerpt":{"rendered":"<p>Quan una empresa es planteja millorar les seves comunicacions, sempre sorgeix la mateixa pregunta: necessito un software d&#8217;atenci\u00f3 al client o una centraleta virtual? A primera vista, \u00e9s possible que semblin solucions similars, per\u00f2 les necessitats que cobreixen s\u00f3n diferents.<\/p>\n","protected":false},"author":1,"featured_media":45591,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[3372,5138,5157,5128,5139,5083,5142],"class_list":["post-45588","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol","tag-atencio-al-client","tag-atencion-al-cliente-ca","tag-call-center-ca-2","tag-centralita-virtual-ca","tag-contact-center-ca-2","tag-intelligencia-artificial","tag-inteligencia-artificial-ca"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Software de call center o centraleta virtual: qu\u00e8 necessito? - Enreach ES<\/title>\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\/software-de-call-center-o-centraleta-virtual-que-necessito\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Software de call center o centraleta virtual: qu\u00e8 necessito? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Quan una empresa es planteja millorar les seves comunicacions, sempre sorgeix la mateixa pregunta: necessito un software d&#039;atenci\u00f3 al client o una centraleta virtual? 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