{"id":1528,"date":"2015-01-16T09:03:00","date_gmt":"2015-01-16T09:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-01-16T09:03:00","modified_gmt":"2015-01-16T09:03:00","slug":"outsourced-operators-need-to-bring-the-real","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsourced-operators-need-to-bring-the-real\/","title":{"rendered":"Les op\u00e9rateurs externalis\u00e9s doivent apporter le \u2018 vrai \u2019"},"content":{"rendered":"
\n

16 janvier 2015<\/p>\n

\n

<\/p>\n<\/div>\n

Pour les clients, appeler la plupart des centres d'appel revient un peu \u00e0 aller chez le dentiste : on n'a vraiment pas envie de le faire vouloir<\/em> c'est vrai, mais parfois, on ne peut pas s'emp\u00eacher de\u2026 ont<\/em> to.<\/p>\n

Des enqu\u00eates montrent que les clients remarquent toujours quand l'op\u00e9rateur suit un script, et ils le lui reprochent \u00e0 juste titre. Apr\u00e8s tout, ils ont appel\u00e9 pour une raison pr\u00e9cise et estiment qu'aucune r\u00e9ponse pr\u00e9enregistr\u00e9e ne peut r\u00e9pondre de mani\u00e8re ad\u00e9quate \u00e0 leur demande. Ils n'ont pas tout \u00e0 fait tort.<\/p>\n

Il est donc logique de laisser \u00e0 vos agents de centre d'appels la libert\u00e9 de s'\u00e9carter du \u201c script \u2019 lorsque cela s'av\u00e8re n\u00e9cessaire, afin de garantir une exp\u00e9rience client de qualit\u00e9 et de faire en sorte que le client se sente valoris\u00e9.<\/p>\n

Dans un r\u00e9cent article de blog, Gavin Gustafson, responsable de la communication chez inContact, a abord\u00e9 cette m\u00eame question.<\/p>\n

\u201c Soyons r\u00e9alistes : en mati\u00e8re de service client, personne n\u2019aime avoir l\u2019impression de parler \u00e0 un robot \u201d, a fait remarquer Gustafson. \u201c La plupart du temps, les clients appellent pour r\u00e9soudre des probl\u00e8mes ou des pr\u00e9occupations qui n\u2019ont pas pu \u00eatre trait\u00e9s par d\u2019autres canaux (les r\u00e9seaux sociaux ou l\u2019e-mail, par exemple), et ils veulent obtenir une r\u00e9ponse imm\u00e9diate \u00e0 leurs questions. \u201d<\/p>\n

Alors, que faire ? \u201c Une solution consiste pour les agents \u00e0 laisser de c\u00f4t\u00e9 le \u2018discours robotique\u2019 et \u00e0 tout mettre en \u0153uvre pour parler comme une vraie personne \u201d, a-t-il d\u00e9clar\u00e9. Gustafson a ensuite pr\u00e9sent\u00e9 quelques suggestions sur la mani\u00e8re dont les agents des centres d'appels peuvent mieux interagir avec les clients.<\/p>\n

Personnaliser :<\/strong> Historiquement, les entreprises se sont appuy\u00e9es sur des scripts statiques pour r\u00e9soudre les probl\u00e8mes des clients, a d\u00e9clar\u00e9 M. Gustafson, citant un article de Smart Customer Service consacr\u00e9 aux scripts d\u2019appel. \u201c Cependant, comme l\u2019indique cet article, une \u00e9tude montre que la majorit\u00e9 (69 %) des personnes interrog\u00e9es affirment que leur exp\u00e9rience du service client s\u2019am\u00e9liore consid\u00e9rablement lorsque les agents ne donnent pas l\u2019impression de lire un script \u201d, a-t-il d\u00e9clar\u00e9.<\/p>\n

Faire preuve d'empathie :<\/strong> \u201c L\u2019un des meilleurs moyens pour les agents d\u2019\u00e9tablir un lien avec les clients est de montrer qu\u2019ils se soucient v\u00e9ritablement de leurs pr\u00e9occupations et qu\u2019ils s\u2019engagent \u00e0 y rem\u00e9dier \u201d, a d\u00e9clar\u00e9 Gustafson. \u201c Une autre fa\u00e7on d\u2019aborder cette question consiste pour les agents \u00e0 se mettre \u00e0 la place de leurs clients : qu\u2019est-ce qui compte vraiment pour eux ? Que veulent-ils ? Quels sont leurs points faibles et comment y rem\u00e9dier au mieux ? \u2019<\/p>\n

Faites preuve de souplesse :<\/strong> Le fait d\u2019obliger les agents du service client \u00e0 suivre \u00e0 la lettre le script de l\u2019entreprise peut les emp\u00eacher de faire preuve de souplesse dans leur r\u00e9ponse aux r\u00e9clamations individuelles des clients et dans la r\u00e9solution des probl\u00e8mes. \u201c En d\u2019autres termes, le fait de se concentrer sur le script peut nuire \u00e0 la capacit\u00e9 de l\u2019agent \u00e0 \u00e9couter efficacement les pr\u00e9occupations du client \u201d, a d\u00e9clar\u00e9 M. Gustafson.<\/p>\n

En r\u00e9sum\u00e9, m\u00eame si les scripts ont leur place dans l'environnement des centres d'appels, les experts du secteur estiment que \u201c la prise en compte des besoins individuels des clients peut avoir un impact consid\u00e9rable sur l'exp\u00e9rience client globale \u201d. Et apr\u00e8s tout, n'est-ce pas l\u00e0 votre objectif ?<\/p>\n<\/div>\n

<\/p>\n

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

January 16, 2015 For customers, calling into most contact centers is seen as something akin to going to the dentist: You really don’t want to, but sometimes you just have to. Surveys show that customers can always tell when the operator is reading off a script, and they rightfully resent it. After all, they’ve called […]<\/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-1528","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\/1528","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=1528"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1528\/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=1528"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1528"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1528"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}