{"id":1765,"date":"2015-08-07T08:01:00","date_gmt":"2015-08-07T08:01:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-08-07T08:01:00","modified_gmt":"2015-08-07T08:01:00","slug":"even-outsourced-call-center-staffers-know-your-business-well","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/even-outsourced-call-center-staffers-know-your-business-well\/","title":{"rendered":"M\u00eame les collaborateurs des centres d'appels externalis\u00e9s connaissent bien votre entreprise"},"content":{"rendered":"

7 ao\u00fbt 2015<\/p>\n

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\u201d Quand on observe une entreprise de grande consommation aujourd\u2019hui, qui la conna\u00eet le mieux ? \u00bb Il y a de fortes chances que ce soient les personnes qui travaillent au centre d\u2019appels. Apr\u00e8s tout, ce sont elles qui sont en premi\u00e8re ligne. Elles passent leurs journ\u00e9es \u00e0 parler aux clients, \u00e0 \u00e9couter leurs r\u00e9clamations, \u00e0 aplanir les difficult\u00e9s, \u00e0 r\u00e9soudre les probl\u00e8mes et \u00e0 r\u00e9pondre aux questions sur les produits et les services.<\/p>\n

Ce constat soul\u00e8ve une question int\u00e9ressante : le centre d'appels est-il le meilleur endroit possible pour se former \u00e0 des postes de plus haut niveau au sein d'une entreprise ? C'est fort probable, selon une article r\u00e9cent<\/a> par Forbes\u2019<\/em> contributeur : Blake Morgan.<\/p>\n

\u201c Travailler dans un centre d\u2019appels n\u2019est pas facile \u201d, a \u00e9crit Morgan. \u201c C\u2019est l\u00e0 que sont identifi\u00e9s les d\u00e9fauts du produit. L\u2019entreprise peut y recueillir des retours d\u2019exp\u00e9rience pr\u00e9cieux sur la mani\u00e8re d\u2019am\u00e9liorer ses produits et services. C\u2019est l\u00e0 que l\u2019entreprise apprend \u00e0 cerner le profil de sa partie prenante la plus pr\u00e9cieuse : son client. \u201d<\/p>\n

R\u00e9fl\u00e9chissez-y : d\u2019apr\u00e8s les services commerciaux, publicitaires et marketing, tout ce qui concerne l\u2019entreprise, ses produits et ses services est rose. C\u2019est un peu comme d\u00e9couvrir la vraie vie en visitant Disney (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>) World. Les professionnels du marketing sont rarement confront\u00e9s \u00e0 des personnes qui n\u2019ont pas appr\u00e9ci\u00e9 le message qu\u2019ils ont diffus\u00e9. Lorsque les utilisateurs n\u2019aiment pas un produit, ils prennent rarement leur t\u00e9l\u00e9phone pour appeler le service commercial. Ils appellent le centre de contact pour faire part de leurs griefs, formuler des suggestions ou exiger des solutions. Les agents de centre de contact efficaces doivent trouver une multitude de moyens pour apaiser les clients et les fid\u00e9liser, et ils doivent s\u2019appuyer sur les connaissances qu\u2019ils ont d\u00e9j\u00e0 acquises en aidant d\u2019autres clients dans des situations similaires.<\/p>\n

Au moins quelques-uns Fortune<\/em> Une centaine de cadres semblent partager cet avis. Jeff Bezos, PDG d\u2019Amazon, a un jour d\u00e9clar\u00e9 cette phrase rest\u00e9e c\u00e9l\u00e8bre : \u201c Tout le monde doit \u00eatre capable de travailler dans un centre d\u2019appels. \u201d Bezos a r\u00e9v\u00e9l\u00e9 dans une interview en 2013 qu\u2019il demandait \u00e0 des milliers de responsables d\u2019Amazon de suivre deux jours de formation en centre d\u2019appels par an, et qu\u2019il y participait lui-m\u00eame. L\u2019objectif est de vraiment comprendre d\u2019o\u00f9 viennent les clients, ce qu\u2019ils veulent et ce qu\u2019ils attendent \u00e0 l\u2019avenir. Il y a une raison pour laquelle le taux de rotation du personnel dans les centres d\u2019appels est souvent tr\u00e8s \u00e9lev\u00e9 : ces emplois sont souvent mal r\u00e9mun\u00e9r\u00e9s, mais le travail est \u00e9galement tr\u00e8s p\u00e9nible. Si vous comptez parmi vos effectifs des employ\u00e9s de centre d'appels qui travaillent depuis des ann\u00e9es au sein de votre entreprise, pensez \u00e0 les prendre en consid\u00e9ration pour des promotions et \u00e0 tirer parti de leur connaissance approfondie de votre organisation.<\/p>\n

\u201c Au centre d\u2019appels, d\u00e8s le d\u00e9but, on se retrouve au pied d\u2019une colline escarp\u00e9e qu\u2019il faut gravir \u201d, a \u00e9crit Morgan. \u201c Chaque jour, on passe des appels, on est sur Twitter (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>), par e-mail, par chat ou en personne, et vous savez qu\u2019il y aura toujours des personnes m\u00e9contentes d\u2019un aspect ou d\u2019un autre du produit. C\u2019est la voie la plus difficile. Mais aussi difficiles que puissent \u00eatre les mauvaises journ\u00e9es au centre d\u2019appels, rien ne vous apprendra autant sur vos produits et services. \u201d<\/p>","protected":false},"excerpt":{"rendered":"

August 07, 2015 Looking at the average consumer company today, who knows the company best?” Chances are pretty good that it may be the people who work in the contact center. After all, they are the workers on the front lines. They spend their days talking to customers, listening to complaints, smoothing speed bumps, solving […]<\/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-1765","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\/1765","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=1765"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1765\/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=1765"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1765"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}