{"id":1715,"date":"2015-06-11T12:03:00","date_gmt":"2015-06-11T12:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-06-11T12:03:00","modified_gmt":"2015-06-11T12:03:00","slug":"keep-the-customer-satisfied-starts-with-staffing","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/keep-the-customer-satisfied-starts-with-staffing\/","title":{"rendered":"\u2018 Satisfaire le client \u2019 commence par le recrutement"},"content":{"rendered":"

11 juin 2015<\/p>\n

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Chaque centre d\u2019appels en compte : des collaborateurs tr\u00e8s performants, parfaitement en phase avec leur travail, ce qui se refl\u00e8te dans leurs r\u00e9sultats. Ces personnes comprennent les clients, font preuve d\u2019empathie \u00e0 leur \u00e9gard, savent o\u00f9 trouver les r\u00e9ponses et gardent toujours leur sang-froid, m\u00eame face \u00e0 des clients irritables. Bien souvent, ils r\u00e9solvent des probl\u00e8mes dont les responsables ignorent encore l\u2019existence. En effet, ils sont au t\u00e9l\u00e9phone avec les clients jour apr\u00e8s jour et, bien souvent, ils les comprennent mieux que les dirigeants de l\u2019entreprise, les responsables et m\u00eame les syst\u00e8mes d\u2019analyse de donn\u00e9es.<\/p>\n

Selon Jeannie Walters, consultante en service client et fondatrice de 360Connext r\u00e9daction pour Business2Community<\/a>, il est important que les centres d'appels reconnaissent le travail de ces collaborateurs qui se surpassent, m\u00eame si ce n'est pas ce qu'ils recherchent.<\/p>\n

\u201c Souvent, ils ne recherchent ni la gloire ni la reconnaissance ; ils font simplement leur travail de la seule mani\u00e8re qu\u2019ils connaissent \u201d, a \u00e9crit Walters. \u201c En rep\u00e9rant activement vos \u201d superstars \u00bb, le reste de l\u2019exp\u00e9rience peut s\u2019en trouver am\u00e9lior\u00e9 gr\u00e2ce \u00e0 leurs comp\u00e9tences intuitives. \u00bb<\/p>\n

Ces personnes constituent une excellente source de bonnes pratiques, d\u2019\u00e9tudes de cas \u00e0 utiliser pour former d\u2019autres agents et de mentorat pour les nouveaux collaborateurs. Dans certains cas, elles peuvent m\u00eame aller au-del\u00e0 des technologies telles que l\u2019analyse des performances et les solutions d\u2019assurance qualit\u00e9. Walters donne un exemple dans son article :<\/p>\n

\u201c Une employ\u00e9e du centre d\u2019appels avait pris l\u2019initiative de noter les questions des clients qui demandaient sans cesse les m\u00eames instructions. Bon nombre de ces questions ne figuraient pas parmi les options propos\u00e9es par le syst\u00e8me ; elle les a donc not\u00e9es dans son carnet, a r\u00e9dig\u00e9 les meilleures instructions possibles et les a remises au responsable du centre d\u2019appels. Lorsque le responsable a refus\u00e9 de les ajouter au syst\u00e8me au motif que \u2018 les chiffres ne le justifiaient pas \u2019, elle a transmis ses instructions \u00e0 ses coll\u00e8gues du centre d\u2019appels, ce qui a permis d\u2019augmenter les taux de satisfaction des clients internationaux. Dans ce cas pr\u00e9cis, le responsable du centre d\u2019appels ne faisait que refl\u00e9ter la culture ax\u00e9e sur les donn\u00e9es de l\u2019entreprise. La \u201d superstar \u00bb a identifi\u00e9 une solution v\u00e9ritablement centr\u00e9e sur le client et l\u2019a mise en \u0153uvre avec des moyens rudimentaires. C\u2019est une \u00ab superstar \u00bb qui pourrait aider le reste de son \u00e9quipe \u00e0 apprendre \u00e0 vraiment \u00e9couter pour identifier les causes profondes des probl\u00e8mes dans le service client. \u00bb<\/p>\n

C'est pourquoi il est important d'impliquer les agents \u2013 en particulier vos agents les plus exp\u00e9riment\u00e9s et les plus performants \u2013 dans les phases de planification et de mise en \u0153uvre des am\u00e9liorations apport\u00e9es au centre de contact. \u00cates-vous en train de remanier le menu du serveur vocal interactif (SVI) ? Interrogez vos agents afin de d\u00e9terminer s'il existe des instructions ou des options de menu que les clients pourraient ne pas comprendre, ou si certaines options devraient \u00eatre ajout\u00e9es ou supprim\u00e9es. \u00cates-vous en train d\u2019am\u00e9liorer vos bases de connaissances afin que les agents puissent y rechercher des informations pour r\u00e9soudre les probl\u00e8mes des clients ? Vos meilleurs agents devraient constituer l\u2019une de vos principales ressources. L\u2019\u00e9quipe commerciale externe sollicite-t-elle des avis sur de nouvelles strat\u00e9gies ? Les agents de votre centre de contact comprennent les clients mieux que quiconque au sein de l\u2019entreprise, et leurs connaissances devraient \u00eatre pleinement exploit\u00e9es.<\/p>\n

Les meilleurs agents peuvent s'av\u00e9rer d'une aide pr\u00e9cieuse dans de nombreux autres domaines, tels que la formation et l'accompagnement des nouveaux agents (ou de ceux qui rencontrent des difficult\u00e9s), la collaboration avec des agents moins exp\u00e9riment\u00e9s et la contribution aux r\u00e9flexions des responsables sur les probl\u00e8mes quotidiens. Veillez simplement \u00e0 reconna\u00eetre et \u00e0 r\u00e9compenser leur excellent travail. Apr\u00e8s tout\u2026 vous souhaitez les garder. <\/p>","protected":false},"excerpt":{"rendered":"

June 11, 2015 Every contact center has them: high achievers who are perfectly aligned with their work and show it in their performance. These people understand customers, empathize with them, know where to find answers and always keep their cool, even with testy customers. In many cases, they solve problems that managers don’t even know […]<\/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-1715","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\/1715","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=1715"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1715\/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=1715"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1715"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1715"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}