{"id":15755,"date":"2018-08-17T13:39:19","date_gmt":"2018-08-17T11:39:19","guid":{"rendered":"https:\/\/www.tecsens.com\/tria-el-contact-center-que-mes-et-compensi\/"},"modified":"2021-04-16T10:44:07","modified_gmt":"2021-04-16T08:44:07","slug":"tria-el-contact-center-que-mes-et-compensi","status":"publish","type":"post","link":"https:\/\/www.tecsens.com\/ca\/tria-el-contact-center-que-mes-et-compensi\/","title":{"rendered":"Tria el contact center que m\u00e9s et compensi"},"content":{"rendered":"<p>En un mercat tan competitiu i exigent, <b>l&#8217;automatitzaci\u00f3 o<\/b> l&#8217;externalitzaci\u00f3 de <b>determinats serveis<\/b> \u00e9s vital. El ritme de treball fren\u00e8tic implica la implementaci\u00f3 de diferents software i solucions intel\u00b7ligents per optimitzar la gesti\u00f3 administrativa i operativa. En aquest context, el recurs al servei <strong>c<\/strong><b>ontact c<\/b><b>enter<\/b> pot ser favorable.<\/p>\n<h2>Qu\u00e8 \u00e9s un Contact Center?<\/h2>\n<p>El <a href=\"https:\/\/www.tecsens.com\/soluciones-voz-empresas\/call-center\/\"> <b>centre de contactes<\/b><\/p>\n<p><\/a>  \u00e9s un servei centralitzat que gestiona i gestiona el tr\u00e0nsit tant per a trucades entrants com sortints, xats en l\u00ednia, missatgeria instant\u00e0nia a les xarxes socials o altres comunicacions com correus electr\u00f2nics, fax,&#8230; Aix\u00ed podem parlar d&#8217;una atenci\u00f3 multicanal on es gestionen simult\u00e0niament diversos canals de comunicaci\u00f3 gestionats per m\u00faltiples agents.<\/p>\n<p>El contact center s&#8217;adapta a les noves tecnologies i als h\u00e0bits de consum actuals per estar present a trav\u00e9s de diversos mitjans i canals, afavorint sempre la interacci\u00f3 amb el client en l&#8217;entorn m\u00e9s c\u00f2mode.<\/p>\n<p>L&#8217;objectiu final \u00e9s proporcionar un servei efica\u00e7 i un suport al dia a dia de les empreses.<\/p>\n<ul>\n<li>Soluciona un problema en temps real.<\/li>\n<li>Proporcionar informaci\u00f3 sobre els dubtes m\u00e9s freq\u00fcents.<\/li>\n<li>Trucades de devoluci\u00f3.<\/li>\n<li>Realitzar un servei postvenda o assessorament de prevenda.<\/li>\n<li>Fidelitzar i reactivar els clients.<\/li>\n<\/ul>\n<h2>Usos d&#8217;un centre de contactes<\/h2>\n<p>Aquests s\u00f3n els usos m\u00e9s comuns d&#8217;un centre de contacte:<\/p>\n<ul>\n<li>Telem\u00e0rqueting: anuncieu una marca o veneu-la a dist\u00e0ncia.<\/li>\n<li>Teleass assist\u00e8ncia: per a les persones que ho necessitin.<\/li>\n<li>Comandes: gesti\u00f3 i enviament.<\/li>\n<li>Sondes: per extreure estad\u00edstiques i\/o valoracions.<\/li>\n<li>Seguiment d&#8217;impagaments i delinq\u00fcents.<\/li>\n<li>Prendre cites o reserves: accelerar el proc\u00e9s.<\/li>\n<li>Integraci\u00f3 d&#8217;empleats de serveis distribu\u00efts.<\/li>\n<\/ul>\n<h2>KPI per puntuar per triar un Centre de contactes<\/h2>\n<p>Els KPI (Key Performance Indicators) s\u00f3n indicadors clau que mesuren i avaluen els serveis b\u00e0sics d&#8217;un centre de contactes. Mostren com s&#8217;opera en termes d&#8217;efici\u00e8ncia, cost, qualitat de servei i rendiment. Es poden realitzar m\u00e8triques de qualitat, productivitat o equilibri de qualitat i productivitat.<\/p>\n<h2>KPI superiors<\/h2>\n<p>At\u00e8s que fins i tot una trucada bloquejada pot ser una oportunitat perduda per connectar amb un client o client potencial, aquests s\u00f3n els KPI m\u00e9s importants:<\/p>\n<h3>A les sortides i a fora<\/h3>\n<ul>\n<li>Resoluci\u00f3 de la primera convocat\u00f2ria (FCI).<\/li>\n<li>Temps mitj\u00e0 de trucada.<\/li>\n<li>Temps de resposta.<\/li>\n<li>C\u00e0rrega de trucades (previsi\u00f3 vs. real).<\/li>\n<\/ul>\n<h3>Sortida<\/h3>\n<ul>\n<li>Vendes per hores.<\/li>\n<li>Contactes per hora.<\/li>\n<li>Percentatge de conversions.<\/li>\n<li>Taxa de penetraci\u00f3.<\/li>\n<li>Programar l&#8217;efic\u00e0cia.<\/li>\n<\/ul>\n<h3>Entrant i sortint<\/h3>\n<ul>\n<li>Taxa d&#8217;abandonament.<\/li>\n<li>Grau de Satisfacci\u00f3 del Client.<\/li>\n<li>Temps d&#8217;inactivitat o temps d&#8217;inactivitat.<\/li>\n<li>\u00cdndex de moviment.<\/li>\n<li>Nivell de comprom\u00eds, satisfacci\u00f3 i benestar dels agents.<\/li>\n<\/ul>\n<h2>Objectius de mesura<\/h2>\n<p>Hi ha diversos objectius que voleu aconseguir amb aquestes mesures, els m\u00e9s importants s\u00f3n:<\/p>\n<ul>\n<li>Minimitzar costos.<\/li>\n<li>Maximitzar els beneficis basats en la qualitat del servei i l&#8217;augment de l&#8217;entusiasme dels clients.<\/li>\n<\/ul>\n<h2>Tipus de centre de contactes<\/h2>\n<p>Una de les consideracions a tenir en compte abans de contractar un centre de contacte \u00e9s identificar el tipus de servei que es vol desenvolupar. Aquests s\u00f3n els 2 tipus m\u00e9s comuns:<\/p>\n<h3>Trucades entrants (entrant)<\/h3>\n<ul>\n<li>Atenci\u00f3 al client: consultes, dubtes i solucions sobre un producte o servei.<\/li>\n<li>Contractaci\u00f3 de nous clients.<\/li>\n<\/ul>\n<h3>Trucades sortints (anada)<\/h3>\n<ul>\n<li>Genera clients potencials.<\/li>\n<li>Solucions de venda.<\/li>\n<li>Cerqueu clients potencials.<\/li>\n<li>Realitzaci\u00f3 d&#8217;enquestes.<\/li>\n<li>Recordatoris de renovaci\u00f3 del servei o pagament del deute.<\/li>\n<\/ul>\n<h2>Per qu\u00e8 s&#8217;ha d&#8217;implementar un Contact Center?<\/h2>\n<ul>\n<li>Millora el servei al client.<\/li>\n<li>Centralitza i optimitza el tr\u00e0nsit telef\u00f2nic per a qualsevol empresa.<\/li>\n<li>Agilitza els processos d&#8217;informaci\u00f3, promoci\u00f3 i vendes.<\/li>\n<li>Professionalitza l&#8217;empresa per al client.<\/li>\n<li>Augmenta els beneficis i estableix noves l\u00ednies de negoci, fent m\u00e9s accessibles les que ja existeixen.<\/li>\n<\/ul>\n<p>Diversos estudis mostren que aquests serveis promouen el rendiment alhora que augmenten els beneficis. No obstant aix\u00f2, encara hi ha entitats que ignoren els <b>beneficis de l&#8217;externalitzaci\u00f3.<\/b><\/p>\n<p>I com saber quin<b> centre de contacte<\/b> triar? Tenint en compte que la tecnologia avan\u00e7a en salts i l\u00edmits i hi ha una gran varietat de solucions intel\u00b7ligents, el millor \u00e9s rec\u00f3rrer a professionals com <b>Tecsens<\/b> per analitzar les particularitats de la teva empresa i determinar quin \u00e9s el m\u00e9s adequat per al teu model de negoci. I recorda que implementar aquests serveis pot ser la soluci\u00f3 definitiva per al teu negoci.  <b>Demana&#8217;ns pressupost sense comprom\u00eds!<\/b><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En un mercat tan competitiu i exigent, l&#8217;automatitzaci\u00f3 o l&#8217;externalitzaci\u00f3 de determinats serveis \u00e9s vital. El ritme de treball fren\u00e8tic implica la implementaci\u00f3 de diferents software i solucions intel\u00b7ligents per optimitzar la gesti\u00f3 administrativa i operativa. En aquest context, el recurs al servei contact center pot ser favorable. Qu\u00e8 \u00e9s un Contact Center? El centre [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":5331,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[496,494],"tags":[387],"class_list":["post-15755","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consulting-ca","category-voice","tag-centre-de-contactes"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Tria el contact center que m\u00e9s et compensi - Tecsens<\/title>\n<meta name=\"description\" content=\"El Contact Center \u00e9s un servei centralitzat que gestiona i gestiona el tr\u00e0nsit tant per a trucades entrants com sortints, xats o altres comunicacions\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tecsens.com\/ca\/tria-el-contact-center-que-mes-et-compensi\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tria el contact center que m\u00e9s et compensi - 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