{"id":30589,"date":"2023-01-04T18:22:00","date_gmt":"2023-01-04T17:22:00","guid":{"rendered":"https:\/\/www.tecsens.com\/ivr-en-call-center-quins-son-els-seus-beneficis\/"},"modified":"2023-01-04T18:22:05","modified_gmt":"2023-01-04T17:22:05","slug":"ivr-en-call-center-quins-son-els-seus-beneficis","status":"publish","type":"post","link":"https:\/\/www.tecsens.com\/ca\/ivr-en-call-center-quins-son-els-seus-beneficis\/","title":{"rendered":"IVR en call center: quins s\u00f3n els seus beneficis?"},"content":{"rendered":"\n

La resposta de veu interactiva (IVR)<\/strong> \u00e9s un sistema de men\u00fas telef\u00f2nics que permet a les persones que criden utilitzar el teclat del tel\u00e8fon per identificar, segmentar i dirigir cada trucada a l’agent m\u00e9s adequat dins de l’equip d’atenci\u00f3 al client. <\/p>\n\n

Tot i que aquesta eina d’intel\u00b7lig\u00e8ncia artificial no substitueix la necessitat d’un agent en viu, \u00e9s un recurs molt \u00fatil per millorar la satisfacci\u00f3 del client<\/strong> alhora que ajuda a equilibrar el flux de treball i alleujar la congesti\u00f3 de trucades en moments en qu\u00e8 els agents es trobin desbordats. <\/p>\n\n

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Com utilitzar els sistemes IVR en el call center? <\/h2>\n\n

El sistema de resposta de veu interactiva es pot utilitzar de diverses maneres dins d’ un call center. <\/strong> Tenint en compte les necessitats del client actual basades en la immediatesa, incorporar aquesta tecnologia resulta imprescindible si es vol oferir un servei d’ atenci\u00f3 al client<\/a> que compleixi amb les seves expectatives. <\/p>\n\n

Encara que l’IVR s’utilitza principalment per a gestionar les trucades entrants<\/a>, tamb\u00e9 pot utilitzar-se per a projectes sortints, com la renovaci\u00f3 de subscripcions, les cites i els recordatoris de pagament. <\/p>\n\n

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Beneficis d’ incorporar un sistema IVR per a call center <\/h2>\n\n

\u00c9s important destacar que aquesta tecnologia ha passat de ser tan sols una opci\u00f3 de teclat a incloure m\u00faltiples funcionalitats que beneficien tant l’usuari com els agents de call center. <\/strong>A m\u00e9s, la disponibilitat permanent del servei suposa un abans i un despr\u00e9s en la resoluci\u00f3 de sol\u00b7licituds i genera un avantatge real enfront dels altres competidors. <\/p>\n\n

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Augmenta la resoluci\u00f3 en el primer contacte <\/h3>\n\n

L’\u00fas d’un sistema IVR \u00e9s essencial per millorar la resoluci\u00f3 del problema en la primera anomenada <\/strong>(First Contact Resolution<\/a>). Aix\u00f2 es deu al al al\u00b7lin\u00f2nit, les trucades es dirigeixen a la persona o departament m\u00e9s ben capacitat per a cada q\u00fcesti\u00f3. D’ aquesta manera, \u00e9s molt m\u00e9s probable que la trucada no hagi de ser transferida a un altre professional, i per tant, que es resolgui en la mateixa trucada, essent un avantatge tant per al client com per a l’ agent. <\/p>\n\n

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Ofereix m\u00e9s disponibilitat i gesti\u00f3 del volum de trucades <\/h3>\n\n

Un altre dels avantatges principals<\/strong> d’aplicar un sistema IVR en el teu call center \u00e9s l’oportunitat d’oferir un servei disponible les 24 hores del dia per a poder donar resposta a q\u00fcestions menors sense haver de dependre de l’horari d’obertura de l’oficina. A m\u00e9s, estar disponible quan els clients necessiten ajuda genera confian\u00e7a i demostra que l’empresa es preocupa pels seus consumidors. <\/p>\n\n

Tot i aix\u00ed, implementar el sistema IVR no nom\u00e9s significa oferir un millor servei al client. Tamb\u00e9 ajuda a disposar d’ una major capacitat de gesti\u00f3 de consultes per als agents. En molts casos, les respostes es poden automatitzar per oferir la informaci\u00f3 que es demana sense haver d’acudir a un agent. Aix\u00f2 permet als agents poder centrar-se en els casos on realment es necessiti l’assist\u00e8ncia d’un agent. <\/p>\n\n

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Redueix els costos operatius <\/h3>\n\n

Tenint en compte que cada minut que un agent passa al tel\u00e8fon representa un cost per a l’ empresa, \u00e9s f\u00e0cil veure que l’ aplicaci\u00f3 IVR genera un avantatge a considerar. Com m\u00e9s eficientment es dirigeixin les trucades als agents adequats, m\u00e9s gran ser\u00e0 el rendiment i, per tant, el retorn de la inversi\u00f3 i l’ estalvi. <\/p>\n\n

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Augmentar l’ experi\u00e8ncia del client <\/h3>\n\n

El sistema IVR est\u00e0 dissenyat perqu\u00e8 l’ experi\u00e8ncia del client amb el servei del call center sigui senzilla i sense complicacions. Tot i que moltes vegades es percep aquesta tecnologia com una eina impersonal, es pot programar perqu\u00e8 sigui tot el contrari, i oferir respostes personalitzades que lluny de respondre a les indicacions, dirigeixin la conversa interactuant de forma natural. D’aquesta manera, a m\u00e9s d’afavorir la comunicaci\u00f3, tamb\u00e9 pot generar un valor afegit per als potencials clients. <\/p>\n\n

<\/div>\n\n

Programari call center al n\u00favol: la soluci\u00f3 que la teva empresa necessita <\/h3>\n\n

Millora l’experi\u00e8ncia dels teus clients de call center millorant l’atenci\u00f3 telef\u00f2nica. Utilitzar un programari per contact center<\/a> permet integrar IVR, i aix\u00ed maximitzar la productivitat dels agents del teu centre de trucades. <\/p>\n\n

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\n
Saber m\u00e9s <\/a><\/div>\n<\/div>\n\n
<\/div>\n","protected":false},"excerpt":{"rendered":"

La resposta de veu interactiva (IVR) \u00e9s un sistema de men\u00fas telef\u00f2nics que permet a les persones que criden utilitzar el teclat del tel\u00e8fon per identificar, segmentar i dirigir cada trucada a l’agent m\u00e9s adequat dins de l’equip d’atenci\u00f3 al client. Tot i que aquesta eina d’intel\u00b7lig\u00e8ncia artificial no substitueix la necessitat d’un agent en […]<\/p>\n","protected":false},"author":9,"featured_media":30420,"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":[584,133,8,423,170],"class_list":["post-30589","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consulting-ca","category-voice","tag-call-center-centre-datencio-telefonica","tag-consultoria-ca","tag-software","tag-veu","tag-voip"],"yoast_head":"\nIVR en call center: quins s\u00f3n els seus beneficis? - Tecsens -<\/title>\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\/ivr-en-call-center-quins-son-els-seus-beneficis\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IVR en call center: quins s\u00f3n els seus beneficis? - Tecsens -\" \/>\n<meta property=\"og:description\" content=\"La resposta de veu interactiva (IVR) \u00e9s un sistema de men\u00fas telef\u00f2nics que permet a les persones que criden utilitzar el teclat del tel\u00e8fon per identificar, segmentar i dirigir cada trucada a l’agent m\u00e9s adequat dins de l’equip d’atenci\u00f3 al client. 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