{"id":1521,"date":"2015-01-07T12:02:00","date_gmt":"2015-01-07T12:02:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-01-07T12:02:00","modified_gmt":"2015-01-07T12:02:00","slug":"outsourcing-a-numbers-game-that-adds-up","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsourcing-a-numbers-game-that-adds-up\/","title":{"rendered":"L'externalisation : un jeu de chiffres qui porte ses fruits"},"content":{"rendered":"
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7 janvier 2015<\/p>\n

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La grande tendance de cette ann\u00e9e dans les centres d'appels sera celle des \u2018 indicateurs de performance \u2019 : les dirigeants vont commencer \u00e0 examiner de plus pr\u00e8s encore ce qu'ils obtiennent en contrepartie de leur investissement. Cela signifie une pression accrue sur les responsables et les employ\u00e9s pour qu'ils g\u00e9n\u00e8rent un retour sur investissement tout en assurant un service client de qualit\u00e9 constante.<\/p>\n

Pour surmonter cette surveillance, certaines entreprises pourraient notamment r\u00e9examiner leurs indicateurs et analyser pr\u00e9cis\u00e9ment ce qui se passe. Et selon JaNae Forshee, responsable senior de l'optimisation des effectifs chez inContact, leader du secteur des centres d'appels, ce temps sera bien investi.<\/p>\n

\u201c Les indicateurs de performance dans les centres d\u2019appels ressemblent \u00e0 ceux des casinos \u201d, a \u00e9crit Forshee dans un r\u00e9cent article de blog. \u201c En tout cas, il n\u2019est pas rare de constater des pratiques obsol\u00e8tes, ou qui sont mesur\u00e9es simplement parce que \u2018\u00e7a a toujours \u00e9t\u00e9 comme \u00e7a\u2019, \u2018nous versons des primes sur cet indicateur\u2019, \u2018c\u2019est r\u00e9alisable\u2019 et \u2018tout le monde le fait\u2019. Avez-vous d\u00e9j\u00e0 entendu ou utilis\u00e9 ces expressions ? Si vous avez r\u00e9pondu oui, alors vous jouez aux d\u00e9s dans votre centre de contact \u201d, conclut-elle.<\/p>\n

Mais tout n'est pas perdu. Forshee \u00e9num\u00e8re plusieurs moyens permettant aux entreprises de d\u00e9passer les anciennes m\u00e9thodes et de mettre \u00e0 jour leurs normes de mesure. Parmi ceux-ci, on peut citer :<\/p>\n

Demandez-vous pourquoi et comment :<\/strong> \u201c En g\u00e9n\u00e9ral, les centres d\u2019appels reprennent les indicateurs utilis\u00e9s par le pass\u00e9 et en ajoutent de nouveaux sans se poser la question du pourquoi ni du comment \u201d, note-t-elle. \u201c Tr\u00e8s vite, on en vient \u00e0 g\u00e9rer les indicateurs plut\u00f4t que la performance, alors que c\u2019est justement cette derni\u00e8re que ces indicateurs \u00e9taient cens\u00e9s contr\u00f4ler et am\u00e9liorer au d\u00e9part. \u201d<\/p>\n

Concentrez-vous sur les indicateurs qui comptent le plus :<\/strong> \u201c Les indicateurs de performance peuvent \u00eatre class\u00e9s en deux cat\u00e9gories : le service (qualit\u00e9) et l\u2019efficacit\u00e9 (ax\u00e9e sur les co\u00fbts) \u201d, explique M. Forshee. \u201c Prenez le temps d\u2019examiner les indicateurs \u00e0 tous les niveaux pour vous assurer qu\u2019ils englobent \u00e0 la fois des indicateurs de service et d\u2019efficacit\u00e9. Tant que vous aurez des agents, vous ne serez jamais \u00e0 court d\u2019\u00e9l\u00e9ments \u00e0 mesurer. L\u2019astuce consiste \u00e0 mesurer les bons indicateurs. \u201d<\/p>\n

Indicateurs \u00e0 double sens :<\/strong> \u201c \u00c9tant donn\u00e9 qu\u2019il existe d\u2019innombrables indicateurs pouvant \u00eatre mesur\u00e9s au sein de votre centre, il est important qu\u2019ils ne soient pas en contradiction avec les comportements ou les objectifs que votre organisation s\u2019efforce d\u2019atteindre \u201d, fait-elle remarquer. \u201c Sinon, vos agents risquent de se sentir d\u00e9pass\u00e9s et d\u2019avoir l\u2019impression que la performance id\u00e9ale est inatteignable. \u201d<\/p>\n

Soyez r\u00e9aliste :<\/strong> Assurez-vous d\u2019obtenir les chiffres r\u00e9els pour vos indicateurs. \u201c N\u2019importe qui peut manipuler les chiffres pour donner une image plus flatteuse de la r\u00e9alit\u00e9 \u201d, explique M. Forshee.<\/p>\n

\u2018 R and R \u2019 :<\/strong> R\u00e9compensez et valorisez ceux qui obtiennent de bons r\u00e9sultats. \u201c Les collaborateurs aiment savoir que leurs efforts ne passent pas inaper\u00e7us aux yeux de leur responsable \u201d, explique-t-elle. \u201c Si vous avez des collaborateurs tr\u00e8s performants ou si vous constatez une am\u00e9lioration des performances, mettez-les \u00e0 l'honneur. Un petit compliment peut faire toute la diff\u00e9rence, alors n'oubliez pas de r\u00e9compenser les r\u00e9ussites, qu'elles soient grandes ou petites. \u201d<\/p>\n

En r\u00e9sum\u00e9, vos indicateurs jouent d\u00e9sormais un r\u00f4le plus important au sein de votre organisation. Assurez-vous simplement de mesurer tous les \u00e9l\u00e9ments pertinents afin d'obtenir le meilleur retour sur investissement possible.<\/p>\n<\/div>\n

<\/p>\n

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January 07, 2015 The big trend this year in call centers is going be ‘performance metrics’, where the powers that be will start taking an even closer look at what they’re getting for their money. That means more pressure on managers and workers to deliver ROI along with consistently good customer service. One way that […]<\/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-1521","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\/1521","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=1521"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1521\/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=1521"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1521"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1521"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}