{"id":1485,"date":"2014-12-09T13:03:00","date_gmt":"2014-12-09T13:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-12-09T13:03:00","modified_gmt":"2014-12-09T13:03:00","slug":"outsourced-call-centers-starting-to-come-home","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsourced-call-centers-starting-to-come-home\/","title":{"rendered":"Les centres d'appels externalis\u00e9s commencent \u00e0 revenir en France"},"content":{"rendered":"
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9 d\u00e9cembre 2014<\/p>\n

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La p\u00e9riode des f\u00eates n'apporte pas seulement des lumi\u00e8res, des f\u00eates et trop de nourriture ; elle donne aussi lieu \u00e0 des discussions sur le fait d'appeler le service client quand on a besoin d'aide. Ces discussions m\u00e8nent souvent \u00e0 un retour sur une exp\u00e9rience o\u00f9 l'on a d\u00fb composer avec une personne dont l'accent \u00e9tait trop fort pour \u00eatre compris, mais qui affirmait s'appeler \u201c Bob \u201d.<\/p>\n

Une conversation autour du d\u00eener de dinde \u00e0 l'occasion de Thanksgiving allait dans le m\u00eame sens, mais avec une pointe de frustration en plus. Mon cousin est au ch\u00f4mage dans son secteur depuis quelques ann\u00e9es, apr\u00e8s avoir d\u00fb former son homologue indien pour pouvoir toucher son indemnit\u00e9 de licenciement. Il n'y a rien de pire que d'\u00eatre licenci\u00e9 et de devoir encore assumer la responsabilit\u00e9 de veiller \u00e0 ce que son rempla\u00e7ant puisse prendre la rel\u00e8ve.<\/p>\n

Cette strat\u00e9gie s'est av\u00e9r\u00e9e fructueuse pour un certain nombre d'entreprises \u00e0 la recherche d'un r\u00e9sultat net plus solide. Apr\u00e8s tout, les travailleurs indiens \u00e9taient pr\u00eats \u00e0 effectuer ce travail pour un salaire bien inf\u00e9rieur. Le probl\u00e8me est que ces entreprises n'ont pas toujours anticip\u00e9 la r\u00e9action de leurs clients bas\u00e9s aux \u00c9tats-Unis, et celles qui ont conserv\u00e9 leur implantation aux \u00c9tats-Unis ont domin\u00e9 leur secteur.<\/p>\n

Pour d\u2019autres, la strat\u00e9gie a chang\u00e9 et l\u2019objectif est d\u00e9sormais de ramener des emplois aux \u00c9tats-Unis. Parmi les facteurs \u00e0 l\u2019origine de ces nouvelles strat\u00e9gies, on peut citer les \u00e9volutions technologiques, la hausse du co\u00fbt de la main-d\u2019\u0153uvre \u00e0 l\u2019\u00e9tranger et la persistance des barri\u00e8res linguistiques. L\u2019atteinte \u00e0 l\u2019image de marque des entreprises et la volont\u00e9 de renverser la tendance sont \u00e9galement des facteurs qui contribuent \u00e0 cette \u00e9volution. Une r\u00e9cente Installations professionnelles<\/em> Cet article a analys\u00e9 cette tendance.<\/p>\n

TeleTech ( \u2013 ) Holdings est une entreprise qui mise sur l'expansion locale. Ce fournisseur de solutions d'engagement client a annonc\u00e9 son intention de recruter 300 personnes pour ses services de centre d'appels sur son site de Melbourne, en Floride, ainsi que 300 autres pour son site de Hopkinsville, dans le Kentucky. Cette annonce fait suite \u00e0 l'ouverture par l'entreprise d'un centre \u00e0 Sherwood, en Arizona, qui a permis de cr\u00e9er 250 nouveaux emplois, ainsi que d'un deuxi\u00e8me site \u00e0 Jonesboro, en Arizona, qui en a g\u00e9n\u00e9r\u00e9 150 suppl\u00e9mentaires.<\/p>\n

Rio Rancho, au Nouveau-Mexique, s'appr\u00eate \u00e0 accueillir de nouveaux emplois, gr\u00e2ce \u00e0 un projet d'expansion de S&P Data LLC. Un projet d'expansion \u00e0 Troy, dans le Michigan, permettra de cr\u00e9er jusqu'\u00e0 420 nouveaux emplois, gr\u00e2ce \u00e0 de nouveaux contrats remport\u00e9s aupr\u00e8s de deux grands op\u00e9rateurs de t\u00e9l\u00e9phonie mobile. \u00c0 McDonough, en G\u00e9orgie, TSYS, un prestataire mondial de services de traitement des cartes de cr\u00e9dit, pr\u00e9voit d'ouvrir un nouveau site qui emploiera jusqu'\u00e0 450 personnes.<\/p>\n

Ces annonces ne font qu\u2019effleurer la surface des opportunit\u00e9s qui \u00e9mergent sur l\u2019ensemble du march\u00e9 am\u00e9ricain, alors que les entreprises cherchent \u00e0 ramener des emplois sur le sol am\u00e9ricain. Et m\u00eame s'il faudra peut-\u00eatre encore un certain temps avant que nous n'ayons plus \u00e0 nous efforcer de comprendre l'accent de notre interlocuteur au bout du fil, ces entreprises sont au moins \u00e0 l'\u00e9coute des demandes de leurs clients am\u00e9ricains et r\u00e9alisent les investissements n\u00e9cessaires pour rapatrier leurs services de centres d'appels. <\/p>\n<\/div>\n

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December 09, 2014 The holiday season brings more than just lights, parties and too much food; it also brings conversations about calling customer service when you need help. Such conversations often lead to a recap of having to deal with someone with an accent too strong to understand, yet claiming to own the name “Bob”. […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"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-1485","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1485","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=1485"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1485\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1485"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1485"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1485"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}