![](\"http:\/\/images.tmcnet.com\/headshots\/2012\/tmcnet.jpg\")
<\/div>\n<\/div>\nIl existe une vieille blague selon laquelle l\u2019un des trois plus grands mensonges aux \u00c9tats-Unis serait : \u201c Je travaille pour le gouvernement et je suis l\u00e0 pour vous aider. \u201d M\u00eame si cela peut \u00eatre vrai dans certains cas, de nouvelles \u00e9tudes montrent que les efforts d\u00e9ploy\u00e9s par le gouvernement pour am\u00e9liorer ses centres d\u2019appel portent effectivement leurs fruits.<\/p>\n
C'est ce qu'affirme CFI Group, leader mondial dans l'analyse des retours clients gr\u00e2ce \u00e0 des outils analytiques s'appuyant sur les travaux scientifiques de son partenaire fondateur, l'American Customer Satisfaction Index (ACSI).<\/p>\n
Selon les donn\u00e9es r\u00e9cemment publi\u00e9es par le CFI, la satisfaction des citoyens \u00e0 l'\u00e9gard des centres d'appel de l'administration publique s'est am\u00e9lior\u00e9e par rapport \u00e0 2014. La mauvaise nouvelle ? Elle reste toutefois inf\u00e9rieure \u00e0 celle du secteur priv\u00e9.<\/p>\n
\u201c Nous savons tous que les centres d\u2019appel publics sont confront\u00e9s \u00e0 des d\u00e9fis inh\u00e9rents et profond\u00e9ment enracin\u00e9s \u201d, a d\u00e9clar\u00e9 Sheri Petras, PDG de CFI Group, dans ses commentaires sur les conclusions du rapport. \u201c Mais savoir ce qui compte le plus pour les citoyens aidera les centres d\u2019appel \u00e0 atteindre leur objectif : offrir un excellent service client. \u201d Mme Petras a mis en avant l\u2019indice de satisfaction des centres d\u2019appel publics (Government Center Satisfaction Index) pr\u00e9sent\u00e9 dans le rapport, qui s\u2019appuie sur la m\u00e9thodologie \u00e9prouv\u00e9e de l\u2019ACSI pour permettre aux responsables de mieux comprendre comment r\u00e9pondre aux besoins des usagers de leurs centres d\u2019appel.<\/p>\n
Le rapport cite trois domaines cl\u00e9s \u2013 \u201c Politiques et proc\u00e9dures \u201d, \u201c Processus de prise de contact \u201d et \u201c Comp\u00e9tences des conseillers \u201d \u2013 dans lesquels les centres d\u2019appel publics accusent un retard par rapport au secteur priv\u00e9, et propose des suggestions pour combler cet \u00e9cart.<\/p>\n
\u201c Si l\u2019on compare ces trois domaines cl\u00e9s \u00e0 ceux du secteur priv\u00e9, on voit clairement dans quels domaines les centres d\u2019appel publics peuvent se rapprocher de leurs homologues du secteur priv\u00e9 et revenir aux niveaux de 2012, lorsque le score GCCSI \u00e9tait de 72 \u201d, a d\u00e9clar\u00e9 M. Petras.<\/p>\n
Selon le CFI, les notes globales attribu\u00e9es aux centres d'appels publics ont progress\u00e9 de quatre points en 2014 pour atteindre 67, ce qui marque un rebond apr\u00e8s la baisse de neuf points enregistr\u00e9e en 2013 et laisse entrevoir de meilleurs r\u00e9sultats \u00e0 l'avenir. L'\u00e9tude CCSI 2014 du groupe CFI a r\u00e9v\u00e9l\u00e9 que les centres d'appels du secteur priv\u00e9 affichaient une note globale de 72.<\/p>\n
Il a \u00e9galement \u00e9t\u00e9 relev\u00e9 que l'\u00e9tude avait mis en \u00e9vidence une forte augmentation du nombre de personnes interrog\u00e9es utilisant les sites Internet des agences comme moyen de contact ; ce chiffre est pass\u00e9 de 14 % en 2013 \u00e0 25 % l'ann\u00e9e derni\u00e8re.<\/p>\n
L'indice am\u00e9ricain de satisfaction client (ACSI) est un indicateur uniforme et intersectoriel de la satisfaction client. Cr\u00e9\u00e9 \u00e0 la Ross School of Business de l'universit\u00e9 du Michigan, l'ACSI est un indicateur \u00e9conomique de premier plan des d\u00e9penses de consommation aux \u00c9tats-Unis.<\/p>","protected":false},"excerpt":{"rendered":"
July 08, 2015 There’s an old joke that says one of the three biggest lies in America is “I’m from the government and I’m here to help you.” While that may be true in some instances, new research shows that the government’s efforts at improving its contact centers is actually bearing some fruit. That’s the […]<\/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-1738","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\/1738","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=1738"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1738\/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=1738"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1738"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1738"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}