{"id":28559,"date":"2022-05-13T09:11:01","date_gmt":"2022-05-13T07:11:01","guid":{"rendered":"https:\/\/www.tecsens.com\/la-importancia-del-nps-al-contact-center\/"},"modified":"2022-05-13T09:11:08","modified_gmt":"2022-05-13T07:11:08","slug":"la-importancia-del-nps-al-contact-center","status":"publish","type":"post","link":"https:\/\/www.tecsens.com\/ca\/la-importancia-del-nps-al-contact-center\/","title":{"rendered":"La import\u00e0ncia del NPS al Contact Center"},"content":{"rendered":"\n<p>Con\u00e8ixer com se senten els nostres clients i en quina mesura ens recomanarien a d&#8217;altres \u00e9s fonamental per a qualsevol empresa. D&#8217;aix\u00f2 dep\u00e8n la continu\u00eftat de negoci i el seu creixement, en la majoria dels casos el<strong> contact center \u00e9s la imatge de la companyia i per conseq\u00fc\u00e8ncia el generador de la <em>&#8221;Customer Experience \u0301 \u0301<\/em><\/strong>. Aqu\u00ed \u00e9s on recau la major part del pes de millora del NPS global. A continuaci\u00f3,<strong> t&#8217;expliquem la import\u00e0ncia del NPS al Contact center<\/strong>.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>Qu\u00e8 \u00e9s l&#8217;NPS?<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>El <strong>Net Promoter Score<\/strong> \u00e9s una eina indicadora que t\u00e9 com <strong>a principal objectiu el mesurament de la satisfacci\u00f3 dels clients i la seva lleialtat amb una empresa.<\/strong> A trav\u00e9s d&#8217;aquest sistema es pret\u00e9n descobrir la probabilitat que un client recomani a aquesta altra persona.<\/p>\n\n<p>Les preguntes formulades en el NPS han de ser intu\u00eftives i simples, en definitiva, complir amb<strong> 3 objectius estrat\u00e8gics<\/strong>:<\/p>\n\n<ul class=\"wp-block-list\"><li>F\u00e0cil comprensi\u00f3 per a qualsevol tipus de client<\/li><li>Preguntes r\u00e0pides<\/li><li>Fer del proc\u00e9s c\u00f2mode i amigable<\/li><\/ul>\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>Per qu\u00e8 \u00e9s important l&#8217;NPS per al contact center?<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>El sistema NPS en si no detalla perqu\u00e8 els clients s\u00f3n promotors o detractors, per aix\u00f2 cal marcar unes m\u00e8triques amb atributs espec\u00edfics de manera que permeti capturar els indicadors de comportament dels clients per crear plans de millora. Per a aix\u00f2 existeixen diferents <strong>m\u00e8triques<\/strong>, per exemple:<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<ul class=\"wp-block-list\"><li><strong>Fidelitat transaccional, <\/strong>aquest tipus de m\u00e8triques s\u00f3n enquestes dissenyades per mesurar la percepci\u00f3 que t\u00e9 un client en una interacci\u00f3 amb l&#8217; empresa, aqu\u00ed s&#8217; extreu informaci\u00f3 sobre com s&#8217; ha donat la relaci\u00f3 amb el client i el seu grau de lleialtat.<\/li><li><strong>Serveis transaccionals, <\/strong>aquest tipus de m\u00e8triques estan enfocades a mesurar les habilitats d&#8217; interacci\u00f3 dels agents i detectar possibles errors en l&#8217; atenci\u00f3 als clients.<\/li><\/ul>\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>Per aix\u00f2, tot i que l&#8217;NPS \u00e9s un indicador que dona una visi\u00f3 global de la companyia es pot apreciar que el departament de contact center \u00e9s important per tenir un impacte positiu o negatiu per a la seva millora utilitzant aquestes m\u00e8triques de manera estrat\u00e8gica.  <\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">Aspectes fonamentals per al NPS en el contact center:<\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>&#8211;<strong>Comptar amb canals intu\u00eftius i d&#8217; \u00fas f\u00e0cil per als clients<\/strong>, \u00e9s fonamental comptar amb canals de comunicaci\u00f3 \u00e0gils i eficients per a la resoluci\u00f3 de problemes i dubtes en els quals augmentar la seva satisfacci\u00f3 i experi\u00e8ncia. Aix\u00f2 no nom\u00e9s ajudar\u00e0 el sistema NPS si no a la reducci\u00f3 de costos operatius i aportar\u00e0 valor a l&#8217; empresa.<\/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\">Soluci\u00f3 Omnicanal Tecsens<\/a><\/div>\n<\/div>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><strong>-Personalitzaci\u00f3 de l&#8217;experi\u00e8ncia de client a trav\u00e9s de la tecnologia<\/strong>, comptar amb eines que permetin personalitzar al m\u00e0xim les interaccions amb els clients i alhora a resoldre les sol\u00b7licituds d&#8217;una manera m\u00e9s \u00e0gil i c\u00f2moda per als agents.<\/p>\n\n<p>&#8211;<strong>Formaci\u00f3 dels agents<\/strong>, sens dubte aquest \u00e9s un punt estrat\u00e8gic i fonamental, la formaci\u00f3 dels agents \u00e9s absolutament necess\u00e0ria per poder donar una correcta atenci\u00f3 i experi\u00e8ncia als clients ja que s\u00f3n la part visible i primera persona amb la qual interactua un client. El desconeixement d&#8217; aquest i manca de proporci\u00f3 de la informaci\u00f3 pot portar a problemes i afectar en la satisfacci\u00f3 dels clients.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\"><strong>En definitiva, la gesti\u00f3 realitzada pel Contact Center \u00e9s important per al NPS ja que \u00e9s un punt clau i estrat\u00e8gic per a l&#8217;organitzaci\u00f3, \u00e9s la primera impressi\u00f3 per a qualsevol client.<\/strong><\/h3>\n\n<h3 class=\"wp-block-heading\"><strong>I tu, \u00bfja comptes amb la teva pr\u00f2pia estrat\u00e8gia NPS?<\/strong> <\/h3>\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-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\">Sol\u00b7licitar consultoria<\/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>Con\u00e8ixer com se senten els nostres clients i en quina mesura ens recomanarien a d&#8217;altres \u00e9s fonamental per a qualsevol empresa. D&#8217;aix\u00f2 dep\u00e8n la continu\u00eftat de negoci i el seu creixement, en la majoria dels casos el contact center \u00e9s la imatge de la companyia i per conseq\u00fc\u00e8ncia el generador de la &#8221;Customer Experience \u0301 [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":28423,"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":[494],"tags":[387,423,177],"class_list":["post-28559","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-voice","tag-centre-de-contactes","tag-veu","tag-voip-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>La import\u00e0ncia del NPS al Contact Center - Tecsens -<\/title>\n<meta name=\"description\" content=\"El creixement i la imatge de la companyia rau en la import\u00e0ncia del NPS al Contact Center, el principal interlocutor amb el client.\" \/>\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\/la-importancia-del-nps-al-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La import\u00e0ncia del NPS al Contact Center - 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