{"id":1887,"date":"2016-01-05T08:03:00","date_gmt":"2016-01-05T09:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2016-01-05T08:03:00","modified_gmt":"2016-01-05T09:03:00","slug":"is-your-contact-center-falling-short","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/is-your-contact-center-falling-short\/","title":{"rendered":"Votre centre de contact n'est-il pas \u00e0 la hauteur ?"},"content":{"rendered":"

5 janvier 2016<\/p>\n

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

Comme si le taux de rotation \u00e9lev\u00e9 du personnel et le m\u00e9contentement des clients ne suffisaient pas, une nouvelle \u00e9tude r\u00e9v\u00e8le que les centres d'appels sont confront\u00e9s \u00e0 de nouveaux d\u00e9fis en ce d\u00e9but d'ann\u00e9e.<\/p>\n

C'est ce qu'affirme Consero Group, leader international dans l'organisation d'\u00e9v\u00e9nements sectoriels destin\u00e9s aux cadres sup\u00e9rieurs. L'entreprise vient de a publi\u00e9 les r\u00e9sultats<\/a> dans le cadre de son analyse du secteur des centres d'appels, et les chiffres sont \u00e9loquents.<\/p>\n

\u201c Pr\u00e8s d\u2019une personne interrog\u00e9e sur quatre par Consero, soit 24 %, a d\u00e9clar\u00e9 que son objectif n\u00b0 1 \u00e9tait d\u2019am\u00e9liorer l\u2019exp\u00e9rience client \u201d, a indiqu\u00e9 l\u2019entreprise. Malheureusement, seul un r\u00e9pondant sur trois estime disposer des ressources n\u00e9cessaires pour y parvenir. Cela pourrait poser probl\u00e8me \u00e0 l\u2019avenir.<\/p>\n

\u201c Le principal obstacle \u00e9tait la technologie et l\u2019infrastructure \u201d, ont d\u00e9clar\u00e9 48 % des personnes interrog\u00e9es, a not\u00e9 Consero. \u201c En effet, 78 % des r\u00e9pondants ont d\u00e9clar\u00e9 que l\u2019infrastructure technologique en g\u00e9n\u00e9ral ne r\u00e9pondait pas \u00e0 leurs besoins. La deuxi\u00e8me pr\u00e9occupation majeure concerne les aspects \u00e9conomiques et la capacit\u00e9 \u00e0 mener \u00e0 bien les missions malgr\u00e9 les restrictions budg\u00e9taires (22 %), tandis que l\u2019adh\u00e9sion de la direction arrive en troisi\u00e8me position, avec 19 % des r\u00e9ponses. \u201d<\/p>\n

Mais il y a aussi d'autres probl\u00e8mes, car les centres d'appels tentent d'en faire plus avec moins.<\/p>\n

\u201c Environ 43 % des cadres interrog\u00e9s ont r\u00e9pondu que le nombre de centres de contact sous leur responsabilit\u00e9 avait augment\u00e9 (45 % indiquant que ce nombre \u00e9tait rest\u00e9 inchang\u00e9), tandis que seuls 25 % ont d\u00e9clar\u00e9 que l\u2019externalisation constituait une priorit\u00e9 strat\u00e9gique \u201d, a indiqu\u00e9 Consero. Ainsi, les centres d\u2019appels ne semblent pas b\u00e9n\u00e9ficier d\u2019un grand soutien, que ce soit de l\u2019ext\u00e9rieur ou de l\u2019int\u00e9rieur de leurs organisations.<\/p>\n

\u201c Seuls 39 % des dirigeants se d\u00e9clarent satisfaits de la formation dispens\u00e9e \u00e0 leurs agents de centre d\u2019appels \u201d, r\u00e9v\u00e8le l\u2019enqu\u00eate. \u201c Et seuls 35 % estiment que leurs agents de centre d\u2019appels s\u2019investissent pleinement dans l\u2019exp\u00e9rience client. \u201d<\/p>\n

Et m\u00eame avec l'av\u00e8nement de la communication omnicanale, les centres d'appels ne parviennent toujours pas \u00e0 r\u00e9pondre aux attentes des clients.<\/p>\n

\u201c Les responsables de centres d\u2019appels ont d\u00e9sign\u00e9 le t\u00e9l\u00e9phone et l\u2019e-mail comme les deux principaux moyens de recueillir les retours des clients (37 % d\u2019entre eux indiquant que le premier est le canal principal, et 22 % le second) \u201d, a d\u00e9clar\u00e9 Consero. \u201c Mais le probl\u00e8me, c\u2019est que ces canaux sont trop limit\u00e9s par rapport aux attentes des clients d\u2019aujourd\u2019hui. \u201d<\/p>\n

Comme on pouvait s\u2019y attendre, tout repose sur la technologie. \u201c Jusqu\u2019\u00e0 40 % des personnes interrog\u00e9es ont d\u00e9clar\u00e9 que leurs syst\u00e8mes informatiques ne r\u00e9pondaient pas aux besoins actuels, 80 % ont estim\u00e9 qu\u2019ils ne r\u00e9pondraient pas aux besoins futurs, et 40 % ont affirm\u00e9 ne pas disposer de capacit\u00e9s d\u2019analyse \u201d, a d\u00e9clar\u00e9 Consero.<\/p>\n

C'est clairement l\u00e0 que r\u00e9side le d\u00e9fi. La question est de savoir si les fonds n\u00e9cessaires seront disponibles pour y rem\u00e9dier.<\/p>","protected":false},"excerpt":{"rendered":"

January 05, 2016 As if high employee turnover and disgruntled customers weren’t enough, a new study finds that call centers are facing new challenges as the New Year rolls out. That’s the word from Consero Group, an international leader in creating industry-specific events for senior-level executives. The company just published the results of its look […]<\/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-1887","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\/1887","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=1887"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1887\/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=1887"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1887"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1887"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}