{"id":1832,"date":"2015-10-27T15:45:00","date_gmt":"2015-10-27T16:45:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-10-27T15:45:00","modified_gmt":"2015-10-27T16:45:00","slug":"contact-center-fixes-available-to-all","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/contact-center-fixes-available-to-all\/","title":{"rendered":"\u2018 Correctifs \u2019 du centre de contact accessibles \u00e0 tous"},"content":{"rendered":"

27 octobre 2015<\/p>\n

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Pour les dirigeants soucieux de leurs r\u00e9sultats financiers, le centre d'appels peut \u00eatre consid\u00e9r\u00e9 comme une arme \u00e0 double tranchant. Certes, il constitue le premier point de contact avec les clients et peut v\u00e9ritablement contribuer \u00e0 renforcer votre image de marque. Mais cette aide a un co\u00fbt, et il incombe \u00e0 tous les membres de l'entreprise de ma\u00eetriser ces co\u00fbts. Que faire ?<\/p>\n

David Johnson, consultant dans le secteur, a r\u00e9cemment a r\u00e9dig\u00e9 un article d'opinion<\/a> en formulant quelques suggestions visant \u00e0 am\u00e9liorer le fonctionnement d'un centre d'appels. Johnson a adopt\u00e9 une vision d'ensemble et a identifi\u00e9 certains points pr\u00e9occupants.<\/p>\n

\u201c Bien que nous ayons r\u00e9duit le nombre absolu d\u2019appels trait\u00e9s par les agents, nous avons en r\u00e9alit\u00e9 augment\u00e9 la dur\u00e9e moyenne de traitement (AHT) en raison de la complexit\u00e9 des appels qui finissent par \u00eatre pris en charge par les agents \u201d, a-t-il fait remarquer. \u201c Cela s\u2019explique par le fait que les \u2018 demandes simples \u2019 sont d\u00e9sormais exclues de notre flux al\u00e9atoire d\u2019appels, remplac\u00e9es par des appels qui ne peuvent pas \u00eatre trait\u00e9s en libre-service ou qui sont si complexes que l\u2019appelant pr\u00e9f\u00e8re s\u2019adresser \u00e0 un agent plut\u00f4t que de se d\u00e9battre avec le menu vocal interactif (IVR) ou les proc\u00e9dures en ligne. \u201d<\/p>\n

Johnson a donc propos\u00e9 plusieurs options que les dirigeants avis\u00e9s auraient tout int\u00e9r\u00eat \u00e0 examiner, et elles m\u00e9ritent qu'on s'y attarde :<\/p>\n

Coaching cibl\u00e9 :<\/strong> \u201c Au lieu de vous concentrer sur les 2,5 % les moins performants ou de vous acharner sur le temps de traitement des 33 % les moins performants, recherchez les comp\u00e9tences, les connaissances et les comportements sp\u00e9cifiques qui nuisent \u00e0 la qualit\u00e9 globale et encadrez vos collaborateurs en cons\u00e9quence \u201d, sugg\u00e8re-t-il.<\/p>\n

\u00c9valuer l'\u00e9valuateur :<\/strong> \u201c R\u00e9alisez une br\u00e8ve \u00e9tude des temps et des mouvements de vos \u00e9valuateurs \u201d, a d\u00e9clar\u00e9 Johnson. \u201c Laissez-les vous expliquer comment ils pensent passer leur temps et envisagez de red\u00e9finir les priorit\u00e9s des superviseurs et des \u00e9valuateurs en fonction de ce qu\u2019ils vous diront. \u201d<\/p>\n

Supprimer l'authentification<\/strong>: L'analyse des diff\u00e9rentes parties de l'appel montrera probablement que le segment le plus long pouvant \u00eatre automatis\u00e9 est l'authentification du client. \u201c Commencez \u00e0 \u00e9valuer la technologie de biom\u00e9trie vocale, qui permet de r\u00e9duire la dur\u00e9e de chaque appel de 45 \u00e0 60 secondes \u201d, conseille Johnson. \u201c Si vous disposez de 250 agents traitant des appels de six minutes \u00e0 raison de 45 \u00e0 50 fois par jour, cela repr\u00e9sente environ trois millions d\u2019appels par an. En r\u00e9duisant ces appels de seulement 45 secondes, vous \u00e9conomisez plus de 37 500 heures chaque ann\u00e9e, ce qui augmente votre capacit\u00e9 de 12 % sans toucher au reste de vos flux de travail. \u201d<\/p>\n

Son article contient d'autres suggestions int\u00e9ressantes, mais le principal enseignement \u00e0 en tirer est le suivant : il est possible de r\u00e9duire les co\u00fbts, mais, ironiquement, ces \u00e9conomies sont r\u00e9alis\u00e9es gr\u00e2ce \u00e0 davantage de \u00e9coute<\/em> que parler<\/em>.<\/p>","protected":false},"excerpt":{"rendered":"

October 27, 2015 To managers keeping a close eye on the bottom line, the call center can be seen as a mixed blessing. Yes, it’s the first line of contact for customers and can be a real help in boosting your brand. But such help comes at a price, and it’s incumbent on everyone in […]<\/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-1832","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\/1832","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=1832"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1832\/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=1832"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1832"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1832"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}