{"id":1575,"date":"2015-02-25T17:30:00","date_gmt":"2015-02-25T17:30:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-02-25T17:30:00","modified_gmt":"2015-02-25T17:30:00","slug":"data-takes-on-new-importance-in-contact-center-hiring","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/data-takes-on-new-importance-in-contact-center-hiring\/","title":{"rendered":"Les donn\u00e9es prennent une importance nouvelle dans le recrutement au sein des centres de contact"},"content":{"rendered":"
\n

25 f\u00e9vrier 2015<\/p>\n

\n

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

\u00c0 l'heure actuelle, presque tout le monde au sein de l'entreprise commence \u00e0 prendre conscience que les donn\u00e9es recueillies lors des appels et autres interactions avec les clients ont une r\u00e9elle valeur, qui va bien au-del\u00e0 du simple fait de leur demander s'ils sont satisfaits ou non. Une fois finement analys\u00e9es, ces donn\u00e9es peuvent r\u00e9v\u00e9ler des informations que les sp\u00e9cialistes du marketing avis\u00e9s peuvent exploiter pour faire progresser leur entreprise et obtenir un retour sur investissement significatif.<\/p>\n

Mais ces donn\u00e9es peuvent \u00eatre exploit\u00e9es d\u2019une mani\u00e8re encore plus importante, et les entreprises avis\u00e9es commencent d\u00e9sormais \u00e0 s\u2019en rendre compte : elles peuvent servir \u00e0 recruter certains des meilleurs collaborateurs que vous ayez jamais eus.<\/p>\n

R\u00e9fl\u00e9chissez-y : le processus de recrutement, aussi d\u00e9taill\u00e9 soit-il, reste quelque peu al\u00e9atoire. Dans un article, Gavin Gustafson, responsable de la communication chez inContact, leader du secteur des centres d\u2019appels, s\u2019est pench\u00e9 de plus pr\u00e8s sur les donn\u00e9es et leur lien avec le processus de recrutement.<\/p>\n

\u201c Les donn\u00e9es que vous collectez au cours du processus de gestion de la qualit\u00e9 constituent une mine d\u2019or d\u2019informations pour votre entreprise. Le recrutement est un domaine dans lequel ce lien est tr\u00e8s sous-exploit\u00e9 \u201d, a \u00e9crit Gustafson. \u201c Mesurer les bons comportements dans votre processus de qualit\u00e9 est essentiel pour tirer parti de ces donn\u00e9es dans d\u2019autres services. Commen\u00e7ons donc par aborder certaines des comp\u00e9tences relationnelles de base qui sont tr\u00e8s souvent \u00e9valu\u00e9es au cours du processus qualit\u00e9. En comparant certains de vos scores en mati\u00e8re de comp\u00e9tences relationnelles aux scores de satisfaction client, vous pouvez identifier les comp\u00e9tences relationnelles qui ont le plus d\u2019impact sur la satisfaction client. \u201d<\/p>\n

Il poursuit en soulignant que certains agents dot\u00e9s de \u201c comp\u00e9tences d'\u00e9coute de premier ordre \u201d pr\u00e9sentent une corr\u00e9lation positive avec la satisfaction client, alors qu'un ton enthousiaste n'a en r\u00e9alit\u00e9 peut-\u00eatre aucun impact. Par cons\u00e9quent, conclut-il, cette derni\u00e8re caract\u00e9ristique n'est peut-\u00eatre pas aussi d\u00e9terminante dans le processus de recrutement qu'on le croyait autrefois.<\/p>\n

Bien qu'il ne s'agisse l\u00e0 que d'un exemple parmi d'autres, Gustafson souligne que d'autres m\u00e9thodes de corr\u00e9lation peuvent \u00eatre utilis\u00e9es pour identifier les points forts d'un candidat afin de s'assurer qu'ils correspondent aux objectifs de l'entreprise.<\/p>\n

\u201c Utilisez ces informations pour recruter des personnes qui r\u00e9ussiront et auront un impact positif au sein de votre centre \u201d, explique-t-il. \u201c C'est une situation gagnant-gagnant pour votre entreprise, car les agents veulent r\u00e9ussir, et si vous prenez le temps d'identifier les bonnes personnes, celles-ci seront plus satisfaites et plus impliqu\u00e9es lorsqu'elles r\u00e9ussiront. \u201d<\/p>\n<\/div>\n

<\/p>\n

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

February 25, 2015 By now most everyone in the enterprise is starting to catch on to the fact that the data you capture from calls and other interactions with your clients has some real value beyond just asking if they’re happy or not.  Once it’s finely chopped and diced, such data can reveal insights 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-1575","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\/1575","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=1575"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1575\/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=1575"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1575"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1575"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}