{"id":1579,"date":"2015-03-04T13:03:00","date_gmt":"2015-03-04T13:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-03-04T13:03:00","modified_gmt":"2015-03-04T13:03:00","slug":"in-house-or-outsourced-call-centers-need-to-up-their-game","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/in-house-or-outsourced-call-centers-need-to-up-their-game\/","title":{"rendered":"Qu'ils soient internes ou externalis\u00e9s, les centres d'appels doivent passer \u00e0 la vitesse sup\u00e9rieure"},"content":{"rendered":"
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4 mars 2015<\/p>\n

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Dans le monde des centres d'appels, la satisfaction client est aujourd'hui la priorit\u00e9 absolue. Autrefois, l'objectif principal des centres d'appels \u00e9tait de prendre en charge le plus grand nombre possible de clients, mais cette \u00e9poque semble bel et bien r\u00e9volue. Bien que la plupart des centres d'appels aient pris conscience de la n\u00e9cessit\u00e9 d'am\u00e9liorer la satisfaction client, ils ont eu du mal \u00e0 atteindre leurs objectifs en 2014. Un nouveau rapport du CFI Group indique que ces m\u00eames centres d\u2019appels ont r\u00e9ussi \u00e0 se redresser de mani\u00e8re significative en 2015.<\/p>\n

Ce rapport, qui en est d\u00e9sormais \u00e0 sa huiti\u00e8me \u00e9dition, a non seulement r\u00e9v\u00e9l\u00e9 que la satisfaction client \u00e9tait en hausse, mais aussi que les progr\u00e8s s\u2019acc\u00e9l\u00e9raient, facilitant ainsi la mise en place d\u2019un centre de contact capable de continuer \u00e0 aider le plus grand nombre de clients possible tout en s\u2019assurant de l\u2019efficacit\u00e9 de cette aide. Au total, l\u2019indice de satisfaction des centres de contact (CCSI) a recueilli des donn\u00e9es aupr\u00e8s de plus de 1 500 consommateurs issus de six grands secteurs d\u2019activit\u00e9.<\/p>\n

En 2014, le CCSI a atteint un score maximal de 72 sur 100. Cela repr\u00e9sente une hausse de trois points par rapport \u00e0 2013, mais il s'agit du troisi\u00e8me score le plus bas depuis la cr\u00e9ation de l'indice. Pour ce qui est de trouver un moyen d\u2019am\u00e9liorer la satisfaction client, de nombreuses approches ont \u00e9t\u00e9 mises en \u0153uvre pour atteindre ce chiffre magique qu\u2019est la satisfaction parfaite. Ce chiffre est sans doute non seulement magique, mais aussi pratiquement inaccessible.<\/p>\n

Pourtant, trouver un moyen de fid\u00e9liser les clients est un d\u00e9fi auquel presque tous les centres d\u2019appels s\u2019attellent avec acharnement, en particulier en 2015. Pour obtenir les meilleurs r\u00e9sultats en mati\u00e8re de satisfaction client, les centres d\u2019appels ont mis en place toutes sortes de nouvelles technologies. Malgr\u00e9 ces efforts, une majorit\u00e9 d\u2019entre eux, soit 57 %, pr\u00e9f\u00e8rent utiliser le t\u00e9l\u00e9phone plut\u00f4t que tout autre moyen de contact.<\/p>\n

Le degr\u00e9 d\u2019interaction entre un agent d\u2019un centre d\u2019appels et un appelant rev\u00eat \u00e9galement une grande importance. Les clients s'attendent \u00e0 ce que les op\u00e9rateurs soient capables de proposer des solutions et de r\u00e9pondre \u00e0 leurs questions, m\u00eame si ces r\u00e9ponses ne figurent pas dans un script. Le fait que les op\u00e9rateurs se sentent impliqu\u00e9s dans leur travail et se soucient des personnes qui appellent leur centre est, selon les rapports, l'un des deux facteurs qui permettent d'atteindre le plus haut niveau de satisfaction client. Les responsables avis\u00e9s auraient tout int\u00e9r\u00eat \u00e0 prendre des mesures dans ce sens pour y parvenir.<\/p>\n<\/div>\n

<\/p>\n

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

March 04, 2015 In the call center world, customer satisfaction is about the most important thing that exists these days. Call centers used to be all about getting as many customers on the line as possible but those days appear to be long over. Despite most call centers understanding the need to drive up customer […]<\/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-1579","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\/1579","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=1579"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1579\/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=1579"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1579"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1579"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}