{"id":1300,"date":"2014-10-07T06:00:00","date_gmt":"2014-10-07T06:00:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-10-07T06:00:00","modified_gmt":"2014-10-07T06:00:00","slug":"survey-even-outsourced-centers-improving","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/survey-even-outsourced-centers-improving\/","title":{"rendered":"Enqu\u00eate : m\u00eame les centres externalis\u00e9s s'am\u00e9liorent"},"content":{"rendered":"
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7 octobre 2014<\/p>\n

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En ce qui concerne les centres d'appels, un nouveau rapport indique qu'environ 60 % des consommateurs ont d\u00e9clar\u00e9 avoir constat\u00e9 une am\u00e9lioration du service depuis 2013. Pourtant, malgr\u00e9 ces am\u00e9liorations, certains domaines n\u00e9cessitent encore une attention particuli\u00e8re, notamment les pr\u00e9occupations et la frustration li\u00e9es \u00e0 des agents incomp\u00e9tents et peu \u00e9loquents. Ces chiffres sont tir\u00e9s d\u2019une enqu\u00eate men\u00e9e par CorvisaCloud aupr\u00e8s de plus de 1 200 consommateurs ayant eu affaire \u00e0 des centres d\u2019appels.<\/p>\n

Le rapport s'est pench\u00e9 sur plusieurs tendances, notamment la satisfaction client et les secteurs o\u00f9 le service client est excellent ou m\u00e9diocre. L'enqu\u00eate a \u00e9galement examin\u00e9 les principales mesures mises en \u0153uvre par les centres d'appel pour garantir la satisfaction des clients. Ce rapport a \u00e9galement \u00e9t\u00e9 r\u00e9alis\u00e9 en 2013 et a r\u00e9v\u00e9l\u00e9 une augmentation de 10 % de la fr\u00e9quence des contacts avec le service client.<\/p>\n

Le point le plus int\u00e9ressant, pour les centres de contact, est que les clients continuent de pr\u00e9f\u00e9rer largement le t\u00e9l\u00e9phone \u00e0 tout autre moyen de communication. Environ 55 % des personnes interrog\u00e9es ont d\u00e9clar\u00e9 pr\u00e9f\u00e9rer le t\u00e9l\u00e9phone aux formulaires en ligne et au chat. \u201c La technologie a permis aux entreprises d\u2019offrir une assistance \u00e0 un plus grand nombre de clients, \u00e0 tout moment de la journ\u00e9e et de la semaine, et via divers canaux. Dans le monde tr\u00e9pidant d\u2019aujourd\u2019hui, cela fait une grande diff\u00e9rence et peut s\u2019av\u00e9rer particuli\u00e8rement pr\u00e9cieux pour les petites entreprises disposant de moins de personnel \u2018, a d\u00e9clar\u00e9 Matt Lautz, pr\u00e9sident et directeur des syst\u00e8mes d\u2019information chez CorvisaCloud, \u00e0 eWEEK<\/em>.<\/p>\n

L'enqu\u00eate s'est pench\u00e9e sur divers facteurs, notamment l'heure de la journ\u00e9e, pour d\u00e9terminer les pr\u00e9f\u00e9rences des clients. Quarante-trois pour cent ont d\u00e9clar\u00e9 qu'ils appelaient le service client l'apr\u00e8s-midi, tandis que 40 % ont indiqu\u00e9 le faire le matin. Les temps d'attente restent un enjeu majeur pour la satisfaction des clients. L'enqu\u00eate a r\u00e9v\u00e9l\u00e9 que pas moins de 32 % des clients raccrochent s'ils attendent plus de cinq minutes.<\/p>\n<\/div>\n

<\/p>\n

<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

October 07, 2014 When it comes to contact center , a new report says about 60 percent of consumers reported they’ve seen an improvement in the service since 2013. Yet despite these improvements, there are a couple of areas that still need attention, among which is the concern and frustration such as incompetent and inarticulate […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1300","post","type-post","status-publish","format-standard","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1300","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1300"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1300\/revisions"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1300"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1300"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1300"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}