{"id":1903,"date":"2016-01-21T07:03:00","date_gmt":"2016-01-21T08:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2016-01-21T07:03:00","modified_gmt":"2016-01-21T08:03:00","slug":"in-the-call-center-training-matters","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/in-the-call-center-training-matters\/","title":{"rendered":"Dans un centre d'appels, la formation est essentielle"},"content":{"rendered":"

21 janvier 2016<\/p>\n

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Le WFO, ou optimisation des effectifs, est un concept qui existe depuis un certain temps, mais qui n'a commenc\u00e9 que r\u00e9cemment \u00e0 gagner en popularit\u00e9 dans le secteur des centres d'appels. Le principe est le suivant : si vous parvenez \u00e0 optimiser les t\u00e2ches de vos collaborateurs et la mani\u00e8re dont ils les accomplissent, vos r\u00e9sultats financiers s\u2019en ressentiront. Pourtant, beaucoup ne se rendent pas compte que les nouveaux collaborateurs que vous recrutez peuvent avoir une influence plus importante que ceux que vous avez d\u00e9j\u00e0 en place.<\/p>\n

C'est la position de Jennifer Waite, responsable marketing produit chez inContact, leader des centres d'appels dans le cloud. Dans un r\u00e9cent article de blog, Mme Waite a approfondi le sujet du WFO et a formul\u00e9 quelques r\u00e9flexions qui m\u00e9ritent d'\u00eatre partag\u00e9es.<\/p>\n

\u201c Le processus de recrutement est souvent n\u00e9glig\u00e9 en tant qu\u2019\u00e9tape cl\u00e9 de la mise en \u0153uvre d\u2019une strat\u00e9gie WFO efficace \u201d, affirme-t-elle.\u00a0\u201c La relation avec un agent commence souvent plusieurs semaines avant m\u00eame la premi\u00e8re interaction avec un client, et des \u00e9tudes universitaires ont montr\u00e9 que la perception qu\u2019a le candidat du processus de recrutement a un impact direct sur sa satisfaction globale vis-\u00e0-vis de l\u2019entreprise et sur son potentiel de performance. \u201d<\/p>\n

Waite en conclut donc que le processus de recrutement \u2014 et la perception qu\u2019en a le nouveau collaborateur \u2014 est tout aussi important pour la r\u00e9ussite d\u2019une strat\u00e9gie WFO que le choix de la technologie appropri\u00e9e. Elle examine trois aspects distincts de ce processus et explique pourquoi ils sont importants :<\/p>\n

Attraction :<\/strong> \u201c La rubrique \u201dCarri\u00e8res\u201d du site web d\u2019une entreprise attirera les chercheurs d\u2019emploi actifs \u2013 ceux qui savent ce qu\u2019ils recherchent et o\u00f9 chercher \u2013 tout comme les principaux sites d\u2019emploi tels que Monster, CareerBuilder, Yahoo Jobs et autres \u00bb, explique Mme Waite. Mais il faut \u00e9galement attirer les demandeurs d\u2019emploi passifs. Les r\u00e9seaux sociaux peuvent jouer un r\u00f4le important pour les attirer, ajoute-t-elle. <\/p>\n

S\u00e9lection :<\/strong> Une \u00e9tape cruciale du processus de s\u00e9lection consiste \u00e0 \u00e9valuer la capacit\u00e9 des candidats \u00e0 faire face aux exigences du travail dans un centre d'appels. \u201c Cela se fait g\u00e9n\u00e9ralement par le biais d\u2019un entretien t\u00e9l\u00e9phonique men\u00e9 par un recruteur, au cours duquel celui-ci pose au candidat une s\u00e9rie de questions destin\u00e9es non seulement \u00e0 valider ses comp\u00e9tences, mais aussi \u00e0 se faire une id\u00e9e de son style de communication, de son dynamisme et de sa personnalit\u00e9, qui sont des facteurs de r\u00e9ussite essentiels dans les postes en contact avec la client\u00e8le \u201d, explique M. Waite. En somme, cette d\u00e9marche vise \u00e0 s\u2019assurer que le candidat s\u2019int\u00e9grera bien au sein de l\u2019\u00e9quipe d\u00e9j\u00e0 en place.<\/p>\n

R\u00e9tention :<\/strong> \u201c C\u2019est l\u00e0 que les mondes du recrutement et du WFO se rejoignent v\u00e9ritablement \u201d, estime Waite. Les nouveaux agents doivent suivre un programme de formation complet afin de se pr\u00e9parer aux exigences du m\u00e9tier dans un centre d\u2019appels. Mais si cette formation est men\u00e9e \u00e0 bien, les nouveaux employ\u00e9s deviendront rapidement des v\u00e9t\u00e9rans, et leur exemple sera une source d\u2019inspiration pour la prochaine g\u00e9n\u00e9ration qui leur succ\u00e9dera.<\/p>","protected":false},"excerpt":{"rendered":"

January 21, 2016 WFO, or workforce optimization, is an idea that’s been around for a while, but has only recently begun to gain more traction in the call center field. The idea behind it is, if you can optimize what your workers do and how they do it, your bottom line will see the difference. […]<\/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-1903","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\/1903","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=1903"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1903\/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=1903"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1903"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1903"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}