{"id":1719,"date":"2015-06-16T08:45:00","date_gmt":"2015-06-16T08:45:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-06-16T08:45:00","modified_gmt":"2015-06-16T08:45:00","slug":"outsourcing-your-call-center-prep-your-people-properly","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsourcing-your-call-center-prep-your-people-properly\/","title":{"rendered":"Vous envisagez d'externaliser votre centre d'appels ? Pr\u00e9parez correctement votre personnel"},"content":{"rendered":"<p>16 juin 2015<\/p>\n<div>\n<div><img decoding=\"async\" src=\"http:\/\/images.tmcnet.com\/headshots\/2012\/tmcnet.jpg\" height=\"59\" border=\"0\" \/><\/div>\n<\/div>\n<p>Il ne fait aucun doute que le travail dans un centre d'appels est un m\u00e9tier stressant, mais une nouvelle \u00e9tude montre qu'une grande partie de ce stress pourrait \u00eatre auto-inflig\u00e9e.<\/p>\n<p>Selon une \u00e9tude men\u00e9e par Mattersight Corp. \u2013 une entreprise qui utilise une suite d\u2019applications logicielles innovantes, bas\u00e9es sur la personnalit\u00e9, pour analyser et pr\u00e9dire le comportement des clients \u00e0 partir des \u00e9changes verbaux lors des interactions de service et de vente \u2013, les clients ont tendance \u00e0 \u00eatre d\u00e9j\u00e0 frustr\u00e9s au moment o\u00f9 ils appellent un centre d\u2019appels. Il faut donc un certain temp\u00e9rament pour \u201c les calmer \u201d, afin de les aider \u00e0 r\u00e9soudre leurs probl\u00e8mes sans les contrarier davantage. Mais le probl\u00e8me ne r\u00e9side pas enti\u00e8rement au sein du centre d'appels.<\/p>\n<p>\u201c Ce qu\u2019ils ont constat\u00e9, c\u2019est que le consommateur d\u2019aujourd\u2019hui est hyperconnect\u00e9 et mieux inform\u00e9 que jamais, et que beaucoup tentent de r\u00e9soudre leur probl\u00e8me sans l\u2019aide d\u2019un conseiller du centre d\u2019appels \u201d, a d\u00e9clar\u00e9 Mattersight \u00e0 propos de son \u00e9tude. \u201c Au moment o\u00f9 l\u2019appel est pass\u00e9, le probl\u00e8me est urgent et la frustration ne cesse de monter, ce qui cr\u00e9e imm\u00e9diatement une atmosph\u00e8re de tension et de n\u00e9gativit\u00e9. \u201d<\/p>\n<p>Il est apparu que, sur les plus de 70 millions de personnes aux \u00c9tats-Unis qui contactent chaque ann\u00e9e les centres d\u2019appel du service client, pr\u00e8s des deux tiers se sentent frustr\u00e9es avant m\u00eame d\u2019avoir commenc\u00e9 \u00e0 parler \u00e0 un conseiller, selon les donn\u00e9es de l\u2019enqu\u00eate. \u201c Il est alarmant de constater que 75 % des consommateurs interrog\u00e9s ont d\u00e9clar\u00e9 se sentir toujours frustr\u00e9s \u00e0 la fin d\u2019un appel au service client, m\u00eame si leur probl\u00e8me avait \u00e9t\u00e9 r\u00e9solu avec succ\u00e8s \u201d, a d\u00e9clar\u00e9 Mattersight. Cette n\u00e9gativit\u00e9 persistante repr\u00e9sente un d\u00e9fi \u00e9vident pour les responsables du service client.<\/p>\n<p>\u201c Les centres d\u2019appels sont pris dans un cercle vicieux de frustration chez les clients \u201d, a fait remarquer Kelly Conway, pr\u00e9sidente-directrice g\u00e9n\u00e9rale de Mattersight. \u201c Plut\u00f4t que d\u2019apaiser la situation et d\u2019offrir \u00e0 chaque client un service personnalis\u00e9, la plupart des entreprises continuent de mesurer leur succ\u00e8s \u00e0 leur capacit\u00e9 \u00e0 mettre fin \u00e0 l\u2019appel le plus rapidement possible, ce qui ne contribue gu\u00e8re \u00e0 am\u00e9liorer l\u2019exp\u00e9rience client. \u201d<\/p>\n<p>Sans surprise, l'enqu\u00eate a montr\u00e9 que la cl\u00e9 pour offrir une exp\u00e9rience client positive consiste \u00e0 mettre en relation les appelants et les agents les plus susceptibles d'\u00e9tablir une relation naturelle.<\/p>\n<p>Par ailleurs, l'\u00e9tude a r\u00e9v\u00e9l\u00e9 que :<\/p>\n<ul>\n<li>Plus de la moiti\u00e9 des personnes interrog\u00e9es ont d\u00e9clar\u00e9 souhaiter que les agents des centres d'appels reconnaissent l'importance de leur probl\u00e8me.<\/li>\n<li>Les consommateurs pr\u00e9f\u00e8rent s'adresser \u00e0 des conseillers de centre d'appels qui font preuve d'engagement et de rigueur, ou qui sont logiques et pr\u00e9cis.<\/li>\n<li>Les mill\u00e9niaux sont plus nombreux que les consommateurs \u00e2g\u00e9s de 35 ans et plus \u00e0 pr\u00e9f\u00e9rer s'adresser \u00e0 des conseillers de centre d'appels chaleureux et attentionn\u00e9s.<\/li>\n<\/ul>\n<p>\u201c 95 % des consommateurs interrog\u00e9s ont d\u00e9clar\u00e9 que ce sont les exp\u00e9riences positives qui les incitent \u00e0 faire \u00e0 nouveau appel aux experts des centres d\u2019appel lorsqu\u2019ils en ont besoin \u201d, a conclu M. Conway. \u201c Les besoins et les attentes des consommateurs sont ressortis tr\u00e8s clairement de cette enqu\u00eate. \u201d<\/p>","protected":false},"excerpt":{"rendered":"<p>June 16, 2015 There&rsquo;s no doubt that working in a call center is a stressful occupation, but a new study shows that a lot of that pain might be self-inflicted. According to research from Mattersight Corp. &ndash; a company that utilizes a suite of innovative, personality-based software applications to analyze and predict customer behavior based [&hellip;]<\/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-1719","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\/1719","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=1719"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1719\/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=1719"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1719"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1719"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}