{"id":1732,"date":"2015-06-30T11:03:00","date_gmt":"2015-06-30T11:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-06-30T11:03:00","modified_gmt":"2015-06-30T11:03:00","slug":"manage-your-staff-manage-expectations","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/manage-your-staff-manage-expectations\/","title":{"rendered":"G\u00e9rez votre personnel, g\u00e9rez les attentes"},"content":{"rendered":"

30 juin 2015<\/p>\n

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

Alors que les centres d'appels du monde entier cherchent \u00e0 tirer parti du moindre avantage possible, il n'est pas surprenant que les logiciels de gestion des effectifs fassent l'objet d'un examen de plus en plus minutieux. Et selon un r\u00e9cent article de blog, ces logiciels prennent toute leur ampleur, et \u00e0 juste titre.<\/p>\n

\u201c La mise en \u0153uvre d\u2019un programme de gestion des effectifs (WFM) au sein d\u2019un centre d\u2019appels peut se d\u00e9finir comme la r\u00e9alisation et le maintien de l\u2019efficacit\u00e9 op\u00e9rationnelle \u201d, a \u00e9crit Gerald Sinclair, responsable du p\u00f4le WFO chez Uptivity, une soci\u00e9t\u00e9 du groupe inContact. \u201c Pour ce faire, il faut s\u2019assurer que les bons agents, dot\u00e9s des comp\u00e9tences requises, soient affect\u00e9s au bon moment. Cela permet de r\u00e9duire les co\u00fbts d\u2019exploitation, de limiter le taux de d\u00e9sabonnement et d\u2019am\u00e9liorer l\u2019exp\u00e9rience client. \u201d<\/p>\n

\u00c0 ce titre, Sinclair propose des r\u00e9flexions pertinentes dont d\u2019autres peuvent s\u2019inspirer. \u201c La gestion des effectifs (WFM) comporte quatre \u00e9l\u00e9ments cl\u00e9s \u201d, note-t-il. \u201c La pr\u00e9vision du volume d\u2019interactions avec les clients ; l\u2019utilisation des donn\u00e9es pr\u00e9visionnelles pour cr\u00e9er des plannings optimis\u00e9s pour les agents ; l\u2019affectation des agents \u00e0 ces plannings ; et la gestion des performances fond\u00e9e sur l\u2019analyse, de mani\u00e8re continue. \u201d Il d\u00e9taille et analyse ensuite chaque composante :<\/p>\n

Pr\u00e9visions : \u201c<\/strong>\u201d La pr\u00e9vision rel\u00e8ve \u00e0 la fois de l\u2019histoire, de la science et de l\u2019intuition \u201c, explique Sinclair. \u201d La composante principale permet au centre d\u2019appels de pr\u00e9voir la charge de travail future \u00e0 partir d\u2019ensembles de donn\u00e9es historiques. Plus on dispose de donn\u00e9es historiques, plus on obtient une image pertinente des tendances, des analyses et des sch\u00e9mas. \u00bb<\/p>\n

Planification :<\/strong> Une solution WFM ou un outil de planification utilisant un tableur d\u00e9terminera les \u00e9quipes, les horaires, etc. \u00e0 pourvoir en fonction des pr\u00e9visions. \u201c Lors de la planification, il faut \u00e9galement tenir compte du temps moyen de traitement \u201d, observe Sinclair. \u201c Le temps moyen de traitement (AHT) est calcul\u00e9 diff\u00e9remment selon les centres de contact, en particulier selon les diff\u00e9rents canaux. Traditionnellement, l\u2019AHT se compose de la dur\u00e9e moyenne de conversation et du travail post-appel. En tenant compte de cet aspect, vous pouvez alors d\u00e9terminer le nombre de ressources n\u00e9cessaires pour traiter le volume d\u2019appels tout en respectant le niveau de service et l\u2019objectif ASA. \u201d<\/p>\n

Affectation des agents :<\/strong> La planification des horaires (shift bidding) est un processus qui peut simplifier cette t\u00e2che en tenant compte des performances des agents, de leur capacit\u00e9 \u00e0 traiter les appels, de leur anciennet\u00e9 et de leur disponibilit\u00e9, afin de leur attribuer un planning sp\u00e9cifique, mais \u201c il existe de nombreuses solutions de gestion des effectifs (WFM) qui automatisent \u00e9galement ce processus \u201d, explique M. Sinclair dans son blog. \u201c L\u2019attribution des horaires par ench\u00e8res peut parfois susciter un certain malaise chez les agents ; il convient donc de la compl\u00e9ter par l\u2019\u00e9change d\u2019horaires, une flexibilit\u00e9 en mati\u00e8re de cong\u00e9s et des possibilit\u00e9s de t\u00e9l\u00e9travail \u201d, recommande-t-il.<\/p>\n

Gestion de la performance fond\u00e9e sur l'analyse :<\/strong> \u201c Cette \u00e9tape consiste \u00e0 rendre compte des indicateurs quotidiens tels que l\u2019ASA, le ratio appels\/effectifs\/taux d\u2019utilisation, le ratio effectifs\/charge de travail, le respect des horaires et bien d\u2019autres encore que mesurent les centres d\u2019appels. Ces donn\u00e9es peuvent permettre de consacrer davantage de temps hors ligne \u00e0 des activit\u00e9s non programm\u00e9es telles que les formations r\u00e9currentes, le coaching et les r\u00e9unions d\u2019\u00e9quipe \u201d, note-t-il. De plus, elles peuvent \u00eatre utilis\u00e9es pour d\u00e9terminer si la demande est sup\u00e9rieure aux pr\u00e9visions et d\u00e9cider quand solliciter des heures suppl\u00e9mentaires. Ces donn\u00e9es sont collect\u00e9es, consign\u00e9es et int\u00e9gr\u00e9es aux pr\u00e9visions futures ou aux analyses permettant d\u2019affiner ces pr\u00e9visions.<\/p>\n

\u201c La gestion des effectifs (WFM) n\u2019est pas une pratique ais\u00e9e et peut constituer l\u2019un des \u00e9l\u00e9ments les plus complexes parmi toutes les solutions d\u2019optimisation des effectifs (WFO) \u201d, conclut Sinclair. Mais son utilisation, et le fait d\u2019apprendre \u00e0 s\u2019en servir correctement, peuvent s\u2019av\u00e9rer tr\u00e8s rentables \u00e0 long terme.<\/p>","protected":false},"excerpt":{"rendered":"

June 30, 2015 With contact centers everywhere looking for every edge they can get, it’s no surprise that workforce management software is undergoing closer scrutiny. And according to a recent blog post, the software is coming into its own, and with good reason. “The application of a Workforce Management (WFM) program within a call center […]<\/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-1732","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\/1732","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=1732"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1732\/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=1732"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1732"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1732"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}