{"id":1745,"date":"2015-07-15T10:03:00","date_gmt":"2015-07-15T10:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-07-15T10:03:00","modified_gmt":"2015-07-15T10:03:00","slug":"outsource-your-work-but-insource-your-humanity","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsource-your-work-but-insource-your-humanity\/","title":{"rendered":"Externalisez votre travail, mais \u2018 internisez \u2019 votre humanit\u00e9"},"content":{"rendered":"

15 juillet 2015<\/p>\n

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

\u00c0 l'\u00e8re des contacts instantan\u00e9s et anonymes, certains clients ressentent encore le besoin de s'adresser \u00e0 une personne r\u00e9elle en temps r\u00e9el. Malheureusement, tr\u00e8s peu d\u2019entre eux appellent pour vous f\u00e9liciter de l\u2019excellent travail que vous accomplissez. Le plus souvent, ils appellent pour signaler un probl\u00e8me ou formuler une r\u00e9clamation, et c\u2019est dans ces moments-l\u00e0 que les agents de votre centre d\u2019appels m\u00e9ritent leur salaire.<\/p>\n

Pourtant, tous ceux qui r\u00e9pondent au t\u00e9l\u00e9phone ne sont pas forc\u00e9ment parfaitement au courant. C\u2019est pourquoi il est important de se concentrer sur quelques points essentiels et de s\u2019assurer que tout le monde ma\u00eetrise au moins les bases.<\/p>\n

Dans un r\u00e9cent article de blog, Brian Olesen, directeur des op\u00e9rations d'entreprise chez inContact, leader des centres de contact dans le cloud, a mis en avant quatre points sur lesquels, selon lui, les centres de contact doivent mettre l'accent pour entretenir de bonnes relations avec leurs clients et les fid\u00e9liser. Ses id\u00e9es m\u00e9ritent d'\u00eatre partag\u00e9es :<\/p>\n

Be Human :<\/strong> M\u00eame si cela peut para\u00eetre simpliste, il est tout simplement logique de traiter vos interlocuteurs comme vous aimeriez \u00eatre trait\u00e9. \u201c Trop souvent, l\u2019exp\u00e9rience client ne tient pas compte de l\u2019aspect humain de l\u2019interaction \u201d, note Olesen. \u201c M\u00eame si nous avons tendance \u00e0 consid\u00e9rer les clients comme de simples dossiers associ\u00e9s \u00e0 des num\u00e9ros de compte, il est essentiel d\u2019\u00e9tablir un lien humain avec la personne qui se trouve \u00e0 l\u2019autre bout du fil. \u201d<\/p>\n

Formez vos collaborateurs :<\/strong> Si vos collaborateurs ne sont pas au courant des nouveaux produits ou des offres promotionnelles, comment pourraient-ils en parler aux clients ? \u201c Ils devraient \u00eatre les premiers \u00e0 savoir ce qui vient de sortir afin de pouvoir r\u00e9pondre aux questions des clients \u201d, explique M. Olesen. \u201c De plus, tous les employ\u00e9s et responsables des centres d\u2019appels devraient suivre une formation sur les comp\u00e9tences en mati\u00e8re de service client, sur la mani\u00e8re d\u2019optimiser l\u2019exp\u00e9rience client et sur la fa\u00e7on de g\u00e9rer avec sang-froid et courtoisie les clients en col\u00e8re ou m\u00e9contents. \u201d<\/p>\n

Fournir un acc\u00e8s aux outils et aux informations :<\/strong> \u201c Il est primordial que l\u2019agent dispose des outils ad\u00e9quats pour faire le meilleur travail possible \u201d, souligne M. Olesen. \u201c Personne n\u2019oserait demander \u00e0 un m\u00e9canicien d\u2019effectuer l\u2019entretien d\u2019une voiture sans cl\u00e9 ; pourquoi alors refusons-nous \u00e0 nos collaborateurs des centres d\u2019appels l\u2019acc\u00e8s aux outils dont ils ont besoin ? \u201d Encore une fois, cela semble simple, mais il est \u00e9tonnant de constater combien de personnes n\u00e9gligent cette \u00e9tape cruciale.<\/p>\n

Mettre en place un programme de rotation du personnel :<\/strong> Lorsqu\u2019un collaborateur conna\u00eet le fonctionnement de chaque service d\u2019une entreprise, il est en mesure de r\u00e9pondre plus rapidement et plus efficacement aux demandes des clients, ou de les orienter vers la personne comp\u00e9tente. \u201c Un programme d\u2019observation au poste de travail permettant aux collaborateurs des centres d\u2019appels d\u2019observer et d\u2019apprendre aupr\u00e8s d\u2019autres \u00e9quipes peut non seulement \u00e9largir leur horizon, mais aussi am\u00e9liorer la fid\u00e9lisation du personnel, ce qui constitue un d\u00e9fi permanent pour les centres d\u2019appels \u201d, explique M. Olesen.<\/p>\n

Soyez r\u00e9aliste, soyez malin, soyez pr\u00eat et soyez attentif. Ces \u00e9tapes sont faciles \u00e0 mettre en \u0153uvre, et les b\u00e9n\u00e9fices peuvent \u00eatre consid\u00e9rables.<\/p>","protected":false},"excerpt":{"rendered":"

July 15, 2015 In this age of instant, anonymous contact, some customers still will have the need to speak to a real person in real time. Unfortunately, very few of them call to compliment you on what a great job you’re doing. More likely than not they’re calling with a problem or complaint, and it’s […]<\/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-1745","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\/1745","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=1745"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1745\/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=1745"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1745"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1745"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}