{"id":28330,"date":"2022-04-20T11:52:37","date_gmt":"2022-04-20T09:52:37","guid":{"rendered":"https:\/\/www.tecsens.com\/els-5-kpis-clau-per-a-un-contact-center\/"},"modified":"2022-04-20T11:52:39","modified_gmt":"2022-04-20T09:52:39","slug":"els-5-kpis-clau-per-a-un-contact-center","status":"publish","type":"post","link":"https:\/\/www.tecsens.com\/ca\/els-5-kpis-clau-per-a-un-contact-center\/","title":{"rendered":"Els 5 kpis clau per a un contact center"},"content":{"rendered":"\n<p>El rendiment d&#8217;un Contact Center \u00e9s essencial, d&#8217;ells dep\u00e8n l&#8217;atenci\u00f3 al client de qualsevol organitzaci\u00f3 i la satisfacci\u00f3 d&#8217;aquests. \u00c9s indispensable avaluar la seva productivitat, observant cap a on es dirigeixen les seves tend\u00e8ncies. <strong>Tot Contact Center segueix una s\u00e8rie de KPIS clau<\/strong> per assegurar-se que aquestes tend\u00e8ncies s\u00f3n positives. \u00bfVols saber quins s\u00f3n els KPIS m\u00e9s importants per a un Contact Center? Qu\u00e9date i desc\u00fabre els 5 Kpis clau per a un Contact Center.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>\u00bfQu\u00e8 s\u00f3n els kpis dels Contact Center?<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>El m\u00e9s important per a un Contact Center, com hem esmentat anteriorment, \u00e9s la satisfacci\u00f3 del client, quelcom que<strong> influeix de manera directa en els KPIS<\/strong>.<\/p>\n\n<p>Els KPIS s\u00f3n indicadors mesurables dels par\u00e0metres d&#8217; un Contact Center que donen una visi\u00f3 directa de l&#8217; entorn del negoci i, per tant, el seu grau d&#8217; \u00e8xit.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.tecsens.com\/ca\/solucions-veu-empreses\/call-center\/\" target=\"_blank\" rel=\"noreferrer noopener\">Coneix el nostre programari de Contact Center<\/a><\/div>\n<\/div>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>Els 5 kpis m\u00e9s importants per a un Contact center<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><strong>1.Satisfacci\u00f3 del client<\/strong>, o el grau en qu\u00e8 les necessitats d&#8217; aquests s\u00f3n cobertes. A trav\u00e9s d&#8217; aquest indicador, podrem comprovar l&#8217; acompliment de l&#8217; agent. Ens pot ajudar a prendre decisions de millora. Podem mesurar-la a trav\u00e9s d&#8217;enquestes o q\u00fcestionaris realitzats pels propis clients.<\/p>\n\n<p><strong>2. ~ ~ ~ Taxa d&#8217; abandonament.<\/strong>  Es refereix al nombre de trucades en les quals un client no \u00e9s respost o abandona. Cal tenir en compte quin ha estat el motiu d&#8217; abandonament, per prendre mesures al respecte i augmentar la nostra efic\u00e0cia. Aquesta taxa no hauria de superar el 8% del total de trucades realitzades.<\/p>\n\n<p><strong>3.Temps d&#8217; espera.<\/strong>  Est\u00e0 relacionat amb l&#8217; anterior. Es tracta del total de temps que passa fins que els clients obtenen una resposta. No hi ha un temps ideal d&#8217;espera, ja que dep\u00e8n de molts factors. Tot i aix\u00ed, aquesta espera s&#8217;ha de reduir al m\u00ednim possible.<\/p>\n\n<p><strong>4.Resoluci\u00f3 en la primera trucada.<\/strong>  \u00c9s un dels indicadors que major efecte positiu provoca en els clients. En veure resolts els seus dubtes o satisfetes les seves necessitats en una \u00fanica consulta, la satisfacci\u00f3 d&#8217;aquests incrementa potencialment. A m\u00e9s d&#8217; aix\u00f2, tamb\u00e9 millora la productivitat dels agents i, en conseq\u00fc\u00e8ncia, la de l&#8217; empresa. Ajuda en general, a superar tamb\u00e9 la taxa d&#8217; \u00e8xit.<\/p>\n\n<p><strong>5.Qualitat de contacte.<\/strong>  Incideix directament en el rendiment dels agents o Contact Center. Sol avaluar-se a trav\u00e9s del seguiment i an\u00e0lisi de les interaccions dels agents amb els clients. Influeix tamb\u00e9 en l&#8217; impacte generat en cada client.<\/p>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>I la teva empresa, \u00bfsegueix tots aquests indicadors? Descobreix com treure&#8217;ls el m\u00e0xim rendiment a les teves comunicacions.  <\/strong><\/h2>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-2 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.tecsens.com\/ca\/contacte-2\/\" target=\"_blank\" rel=\"noreferrer noopener\">Demanar informaci\u00f3<\/a><\/div>\n<\/div>\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>El rendiment d&#8217;un Contact Center \u00e9s essencial, d&#8217;ells dep\u00e8n l&#8217;atenci\u00f3 al client de qualsevol organitzaci\u00f3 i la satisfacci\u00f3 d&#8217;aquests. \u00c9s indispensable avaluar la seva productivitat, observant cap a on es dirigeixen les seves tend\u00e8ncies. Tot Contact Center segueix una s\u00e8rie de KPIS clau per assegurar-se que aquestes tend\u00e8ncies s\u00f3n positives. \u00bfVols saber quins s\u00f3n els [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":28223,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[496,494],"tags":[],"class_list":["post-28330","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consulting-ca","category-voice"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Els 5 kpis clau per a un contact center - Tecsens<\/title>\n<meta name=\"description\" content=\"Del rendiment d&#039; un Contact Center dep\u00e8n l&#039; atenci\u00f3 al client de qualsevol organitzaci\u00f3. 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