{"id":7650,"date":"2019-11-06T15:55:57","date_gmt":"2019-11-06T14:55:57","guid":{"rendered":"https:\/\/stk2019.acceseo.com.es\/la-mala-fama-de-latencio-telefonica-un-luxe-que-no-podem-permetrens\/"},"modified":"2019-11-06T15:55:57","modified_gmt":"2019-11-06T14:55:57","slug":"la-mala-fama-de-latencio-telefonica-un-luxe-que-no-podem-permetrens","status":"publish","type":"post","link":"https:\/\/www.atenciondellamadas.net\/ca\/la-mala-fama-de-latencio-telefonica-un-luxe-que-no-podem-permetrens\/","title":{"rendered":"La mala fama de l&#8217;atenci\u00f3 telef\u00f2nica: un luxe que no podem permetre&#8217;ns."},"content":{"rendered":"<p>Cada vegada s\u00f3n m\u00e9s recorreguts els comentaris negatius cap als professionals telef\u00f2nics. <!--more-->An\u00e8cdotes quasi sempre certes inunden les converses quotidianes al\u00b7ludint al fet que no s&#8217;informa correctament, que els van atendre de forma expr\u00e9s o que el servei o producte no era com li l&#8217;havien descrit. \u00c9s a\u00e7\u00f2 un mal cong\u00e8nit de l&#8217;atenci\u00f3 al client espanyola? Nosaltres pensem que per descomptat no \u00e9s aix\u00ed, existeixen molt\u00edssimes empreses que fan b\u00e9 el seu treball i que compten amb grans professionals per\u00f2, abans de res, cal perfilar molt b\u00e9 el departament d&#8217;atenci\u00f3 perqu\u00e8 funcione com cal i pensar que, en els casos que es requerisca l&#8217;externalizaci\u00f3n del servei, optar per una empresa seriosa i que es prenga el projecte de forma professional i no com una manera de despatxar a X clients per hora.<\/p>\n<p>Des de la nostra experi\u00e8ncia podem dir que hi ha pr\u00e0ctiques que no funcionen i que perjudiquen a tot el sector:<\/p>\n<ul>\n<li><strong>Rateres-cubiculum on ficar a quants m\u00e9s operadors millor:<\/strong> no cal abusar de l&#8217;aprofitament de l&#8217;espai ja que un ambient de treball adequat i efica\u00e7 \u00e9s una bona f\u00f3rmula per a millorar la qualitat del servei.<\/li>\n<li><strong>Pressi\u00f3 sobrehumana sobre els operadors:<\/strong> l&#8217;atenci\u00f3 al client no \u00e9s una parada de boxes, cada consulta necessita un ritme i uns recursos, en cas contrari la nostra empresa ser\u00e0 la que m\u00e9s perda.<\/li>\n<li><strong>Tractament de la informaci\u00f3:<\/strong> l&#8217;aprofitament de les dades de cada trucada \u00e9s fonamental per a millorar el servei per\u00f2 cal eradicar el costum d&#8217;aprofitar-los per a bombardejar de trucades als nostres clients. Sin\u00f3 generarem un efecte rebot cap al rebuig.<\/li>\n<li><strong>El que es pot i el que no es pot dir:<\/strong> sens dubte un estudi del protocol informatiu millorar\u00e0 la productivitat per\u00f2 no cal oblidar-se de l&#8217;atenci\u00f3 que tindr\u00e0 el client. Paraules prohibides, expressions rebuscadas per a no dir alguna cosa o ocultar informaci\u00f3 s\u00f3n trucs que el client, per desgr\u00e0cia, ha apr\u00e8s a for\u00e7a de males experi\u00e8ncies.<\/li>\n<li><strong>Qualsevol pot ser teleoperador\/a:<\/strong> un dels majors errors de les empreses d&#8217;atenci\u00f3 telef\u00f2nica. \u00c9s una tasca prou dura i complexa com per a necessitar una gran dosi de vocaci\u00f3, empatia i paci\u00e8ncia pel que cal invertir en bons professionals per a generar bona imatge i majors beneficis.<\/li>\n<\/ul>\n<p>Cal tractar d&#8217;evitar aquest tipus de comportaments si volem que el client, qui paga les nostres factures, torne amb un somriure. Per descomptat continuar amb la mala imatge dels serveis d&#8217;atenci\u00f3 al client \u00e9s una opci\u00f3 que no beneficia a ning\u00fa: ni al client, ni a les empreses ni als prove\u00efdors de serveis externs.<\/p>\n<div style='text-align:center' class='yasr-auto-insert-visitor'><!--Yasr Visitor Votes Shortcode--><div id='yasr_visitor_votes_6fae39c605008' class='yasr-visitor-votes'><div class=\"yasr-custom-text-vv-before yasr-custom-text-vv-before-7650\">\u00a1Haz clic para puntuar esta entrada!<\/div><div id='yasr-vv-second-row-container-6fae39c605008'\r\n                                        class='yasr-vv-second-row-container'><div id='yasr-visitor-votes-rater-6fae39c605008'\r\n                                      class='yasr-rater-stars-vv'\r\n                                      data-rater-postid='7650'\r\n                                      data-rating='0'\r\n                                      data-rater-starsize='24'\r\n                                      data-rater-readonly='false'\r\n                                      data-rater-nonce='0a3ebaf8e3'\r\n                                      data-issingular='false'\r\n                                    ><\/div><div class=\"yasr-vv-stats-text-container\" id=\"yasr-vv-stats-text-container-6fae39c605008\"><svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"20\"\r\n                                   class=\"yasr-dashicons-visitor-stats\"\r\n                                   data-postid=\"7650\"\r\n                                   id=\"yasr-stats-dashicon-6fae39c605008\">\r\n                                   <path d=\"M18 18v-16h-4v16h4zM12 18v-11h-4v11h4zM6 18v-8h-4v8h4z\"><\/path>\r\n                               <\/svg><span id=\"yasr-vv-text-container-6fae39c605008\" class=\"yasr-vv-text-container\">(Votos: <span id=\"yasr-vv-votes-number-container-6fae39c605008\">0<\/span>  Promedio: <span id=\"yasr-vv-average-container-6fae39c605008\">0<\/span>)<\/span><\/div><div id='yasr-vv-loader-6fae39c605008' class='yasr-vv-container-loader'><\/div><\/div><div id='yasr-vv-bottom-container-6fae39c605008'\r\n                              class='yasr-vv-bottom-container'\r\n                              style='display:none'><\/div><\/div><!--End Yasr Visitor Votes Shortcode--><\/div>","protected":false},"excerpt":{"rendered":"<p>Cada vegada s\u00f3n m\u00e9s recorreguts els comentaris negatius cap als professionals telef\u00f2nics. \u00a1Haz clic para puntuar esta entrada! (Votos: 0 Promedio: 0)<\/p>\n","protected":false},"author":1,"featured_media":7378,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"yasr_overall_rating":0,"yasr_post_is_review":"","yasr_auto_insert_disabled":"","yasr_review_type":"","footnotes":""},"categories":[212,216],"tags":[],"class_list":["post-7650","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atencion-al-cliente-ca","category-empresa-y-negocio-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>La mala fama de l&#039;atenci\u00f3 telef\u00f2nica: un luxe que no podem permetre&#039;ns. | Professionals en Atenci\u00f3 Telef\u00f2nica<\/title>\n<meta name=\"description\" content=\"Cada vegada s\u00f3n m\u00e9s recorreguts els comentaris negatius cap als professionals telef\u00f2nics. 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