{"id":11867,"date":"2014-01-22T09:00:58","date_gmt":"2014-01-22T08:00:58","guid":{"rendered":"http:\/\/visionarymarketing.fr\/blog\/?p=11867"},"modified":"2022-06-20T19:13:58","modified_gmt":"2022-06-20T17:13:58","slug":"call-center","status":"publish","type":"post","link":"https:\/\/visionarymarketing.com\/fr\/2014\/01\/22\/call-center\/","title":{"rendered":"Call center : le 360\u00b0 \u00e9merge (enfin) pour am\u00e9liorer productivit\u00e9 et ventes"},"content":{"rendered":"

Quelles sont les attentes des clients entreprises vis-\u00e0-vis du CRM<\/a> et du\u00a0call center\u00a0en particulier. \u00a0Contrairement \u00e0 ce que l’on connaissait auparavant, les clients ne sont plus \u00e0 la recherche de solutions<\/a> techniques pour g\u00e9rer les interactions, quelles que soient ces interactions, vocales, e-mail, tchat ou r\u00e9seaux sociaux. Aujourd’hui, ces clients sont dans une d\u00e9marche d’\u00e9quipement en outils qui vont leur permettre de g\u00e9rer des demandes, quelles qu’elles soient : informations, traitement de tickets… Ce qu’ils recherchent ce sont des solutions qui vont pouvoir leur donner une vision \u00e0 360\u00b0 de leurs clients au travers des demandes qu\u2019ils formulent.<\/em><\/p>\n

Call center : le 360\u00b0 \u00e9merge (enfin) pour am\u00e9liorer productivit\u00e9 et ventes<\/h2>\n
\"call
Call center : le 360\u00b0 \u00e9merge (enfin) pour am\u00e9liorer productivit\u00e9 et ventes<\/figcaption><\/figure>\n

Qu’est-ce qu’il y a de nouveau ?<\/strong><\/p>\n

Ce qu’il y a de nouveau, c’est que les outils ont \u00e9norm\u00e9ment \u00e9volu\u00e9. La puissance des mat\u00e9riels nous permet aujourd’hui des applications qui vont permettre de g\u00e9rer dans un m\u00eame outil, un m\u00eame de c\u0153ur de syst\u00e8me logiciel, toutes les interactions que l’on peut rencontrer dans un centre de relation client.<\/p>\n

C’est cela qui est v\u00e9ritablement la grande \u00e9volution et c’est la demande du client qui fait \u00e9voluer le march\u00e9 dans ce sens. Les entreprises \u00e9voluent et s’adaptent et ces solutions vont pouvoir g\u00e9rer effectivement \u00e0 partir d’un m\u00eame noyau applicatif, toutes les interactions que l’on peut rencontrer aujourd’hui dans un centre de relation client. Cela passe effectivement par la gestion des interactions vocales, que ce soient des appels entrants ou sortants, la gestion des e-mails, des fax et des SMS<\/a>, l’injection des interactions de collaboration, comme le tchat par exemple, le call-back et la gestion des r\u00e9seaux sociaux ; tout cela dans un m\u00eame c\u0153ur de cha\u00eene. Aujourd’hui, la puissance des machines et des logiciels permet d\u2019apporter ce type de solutions.<\/p>\n

Les r\u00e9seaux sociaux, un \u00e9l\u00e9ment perturbateur accessoire ou important ?<\/b><\/p>\n

Toute entreprise aujourd’hui \u00e0 une d\u00e9marche et une r\u00e9flexion autour du traitement des informations sur les r\u00e9seaux sociaux. Les clients et les entreprises qui aujourd’hui sont pertinents dans la gestion de ses interactions sur les r\u00e9seaux sociaux ne sont pas encore tr\u00e8s nombreux, mais la demande aujourd’hui en mati\u00e8re de r\u00e9flexion et de conseil \u00e0 apporter \u00e0 ces entreprises est tr\u00e8s importante. On commence \u00e0 d\u00e9ployer ce genre de solutions, et nous avons quelques clients qui sont soucieux d’apporter des r\u00e9ponses aux diff\u00e9rents \u2018posts\u2019 qui pourraient \u00eatre \u00e9crits par les clients sur les r\u00e9seaux sociaux. Aujourd’hui, tous les secteurs d’activit\u00e9 sont concern\u00e9s. Comme l’e-commerce par exemple. Imaginez les cons\u00e9quences catastrophiques qu\u2019aurait un \u2018post\u2019 sur un service de qualit\u00e9 m\u00e9diocre dans l’e-commerce ! et une entreprise de ce genre se doit d’apporter une r\u00e9ponse tr\u00e8s rapide pour am\u00e9liorer l’image aupr\u00e8s de ses clients potentiels.<\/p>\n

Les apports et les b\u00e9n\u00e9fices<\/b><\/p>\n

Il y a l’am\u00e9lioration de la productivit\u00e9. On sait aujourd’hui que les ressources humaines sont tr\u00e8s co\u00fbteuses pour l’entreprise, et que ne pas apporter un service rapide, une r\u00e9ponse rapide, peut aussi \u00eatre d\u00e9sastreux. Donc, quand on parle de productivit\u00e9, c’est effectivement d’avoir les outils qui vont permettre ce qu’on appelle le \u00ab First call resolution \u00bb, c’est-\u00e0-dire quelle que soit la sollicitation du client et quel que soit le canal qu\u2019il a choisi pour s\u2019exprimer, d\u2019apporter une r\u00e9ponse efficace. Et cela va passer par une qualification tr\u00e8s pr\u00e9cise lorsque l’appel o\u00f9 la demande d’informations va arriver dans le centre de contacts, et de transmettre cette information \u00e0 l’agent sur le call Center qui a la bonne comp\u00e9tence, en lui apportant toutes les informations n\u00e9cessaires, qu’on ira chercher dans tous les syst\u00e8mes d’information, pour que cet agent puisse r\u00e9pondre d\u00e8s ce premier appel \u00e0 la demande du client.<\/p>\n

L’exemple de Dovetail au Royaume Uni<\/b><\/p>\n

Ces entreprises est une entreprise qui g\u00e8re des abonnements, un peu plus de 400 magazines, avec un flux chaque semaine de plus de 15 000 e-mails. Avant le d\u00e9ploiement de notre solution, le traitement des e-mails pouvait prendre en moyenne 48 heures, et cela pouvait aller jusque 70 heures, donc des temps de r\u00e9ponse extr\u00eamement longs. Apr\u00e8s le d\u00e9ploiement, le temps moyen de traitement des e-mails est pass\u00e9 \u00e0 24 heures, et de 24 heures aujourd’hui, l’objectif est de le baisser fortement, en le ramenant \u00e0 10 heures.<\/p>\n

2\u00e8me<\/sup> objectif : la vente crois\u00e9e<\/b><\/p>\n

On a dans notre base clients des op\u00e9rateurs t\u00e9l\u00e9com, qui r\u00e9alisent des op\u00e9rations de vente crois\u00e9e. Nous avons un op\u00e9rateur sur le march\u00e9 fran\u00e7ais qui utilise notre solution et qui organise r\u00e9guli\u00e8rement des campagnes sortantes de satisfaction, pour savoir si le service qui est propos\u00e9 aux clients est au niveau de leurs attentes. Nos outils permettent effectivement de guider l’agent dans le cours de cette enqu\u00eate de satisfaction en faisant appel \u00e0 tout l’historique du client, et au cours de cette enqu\u00eate de satisfaction, le syst\u00e8me va amener des informations qui vont peut-\u00eatre lui permettre de vendre des services compl\u00e9mentaires, ou des services plus \u00e9volu\u00e9s aux clients.<\/p>\n

Et l\u00e0 on observe des augmentations concr\u00e8tes sur ces campagnes de satisfaction, qui avait pour but au d\u00e9but uniquement de mesurer la satisfaction des clients, et qui permettent de profiter du contact pour r\u00e9aliser des ventes additionnelles ; ls augmentations de vente au travers de ces campagnes est de l’ordre de 15 \u00e0 20 %, ce qui est tr\u00e8s significatif.<\/p>\n

Altitude software<\/b><\/p>\n

Altitude software n’est pas une soci\u00e9t\u00e9 am\u00e9ricaine, elle fait partie des soci\u00e9t\u00e9s tr\u00e8s innovantes en Europe<\/a>. Nous avons f\u00eat\u00e9 en 2013 notre 20e anniversaire. Cette soci\u00e9t\u00e9 a \u00e9t\u00e9 cr\u00e9\u00e9e par des Portugais et aujourd’hui c’est une entreprise europ\u00e9enne, pr\u00e9sente dans le monde entier et sur tous les continents, au travers de 17 filiales.<\/p>\n

\"Abderhamane<\/span><\/a>Abderhamane Mekhiche a int\u00e9gr\u00e9 le Groupe Altitude Software en 2006, il est Directeur commercial pour la France et les zone Offshore Francophone. Dipl\u00f4m\u00e9 en Ing\u00e9nierie Informatique et Ecole de commerce, Abderhamane Mekhiche travaille depuis plus de 15 ans pour de Grands int\u00e9grateurs, constructeurs et Editeurs de solutions pour le secteur de la Gestion de la Relation Client.<\/span><\/p>\n

https:\/\/media.blubrry.com\/visionarymarketing_les\/visionarymarketing.com\/files\/podcasts\/24-12-2013-abdheramane-mekhiche-altitude-monte.mp3<\/a><\/audio><\/div><\/div>

Podcast: Play in new window<\/a> | Download<\/a> (Duration: 10:29 — 16.8MB)<\/p>

Subscribe: Apple Podcasts<\/a> | Spotify<\/a> | Android<\/a> | RSS<\/a><\/p>","protected":false},"excerpt":{"rendered":"

Quelles sont les attentes des clients entreprises vis-\u00e0-vis du CRM et du\u00a0call center\u00a0en particulier. \u00a0Contrairement \u00e0 ce que l’on connaissait auparavant, les clients ne sont plus \u00e0 la recherche de solutions techniques pour g\u00e9rer les interactions, quelles que soient ces interactions, vocales, e-mail, tchat ou r\u00e9seaux sociaux. Aujourd’hui, ces clients sont dans une d\u00e9marche d’\u00e9quipement …<\/p>\n","protected":false},"author":2,"featured_media":69891,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4064],"tags":[],"class_list":["post-11867","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-et-experience-client"],"yoast_head":"\nCall center : le 360\u00b0 \u00e9merge (enfin) pour am\u00e9liorer productivit\u00e9 et ventes<\/title>\n<meta name=\"description\" content=\"Les tendances du march\u00e9 du call-center. 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