{"id":10501,"date":"2022-10-11T10:36:00","date_gmt":"2022-10-11T14:36:00","guid":{"rendered":"https:\/\/answersystem.com\/?p=10501"},"modified":"2026-09-23T14:54:47","modified_gmt":"2026-09-23T18:54:47","slug":"assurance-qualite-du-centre-dappels-du-blog","status":"publish","type":"post","link":"https:\/\/answernet.com\/fr\/blog-call-center-quality-assurance\/","title":{"rendered":"Suivi et gestion de la qualit\u00e9 des services d'assistance t\u00e9l\u00e9phonique"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"10501\" class=\"elementor elementor-10501\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-69eafc43 e-con e-atomic-element e-flexbox-base e-default-div e-69eafc43-1ed69f6\" data-id=\"69eafc43\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"69eafc43\">\n    <div class=\"elementor-element elementor-element-10a6b9bb e-con e-atomic-element e-flexbox-base e-default-div e-10a6b9bb-f3df121\" data-id=\"10a6b9bb\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"10a6b9bb\">\n    \t\t<div class=\"elementor-element elementor-element-6de94003 elementor-widget elementor-widget-text-editor\" data-id=\"6de94003\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Que votre campagne de centre d\u2019appels atteigne des indicateurs cl\u00e9s de performance (KPI) ou des objectifs, r\u00e9\u00e9valuer r\u00e9guli\u00e8rement les processus est un facteur majeur pour le succ\u00e8s de votre campagne. Non seulement il est essentiel de maintenir un nombre d\u2019agents satisfaisant, mais il est \u00e9galement n\u00e9cessaire pour la croissance.<\/p>\n<p>\u00a0<\/p>\n<p>Lorsque le contr\u00f4le de la qualit\u00e9 sera examin\u00e9 et communiqu\u00e9, la d\u00e9tection des probl\u00e8mes et les solutions propos\u00e9es permettront \u00e0 votre campagne de r\u00e9aliser son plein potentiel.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c3cc64a elementor-widget elementor-widget-heading\" data-id=\"c3cc64a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Tout commence par la fid\u00e9lit\u00e9 des clients<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-176e982 elementor-widget elementor-widget-text-editor\" data-id=\"176e982\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Il n\u2019est pas surprenant que <strong><a href=\"https:\/\/blog.hubspot.com\/service\/customer-loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">loyaut\u00e9 des clients<\/a><\/strong> C\u2019est extr\u00eamement important. Si un probl\u00e8me devait se pr\u00e9senter, les entreprises confient la r\u00e9solution de ce probl\u00e8me \u00e0 un centre d\u2019appels, gr\u00e2ce \u00e0 un service client exceptionnel.<\/p>\n<p>&nbsp;<\/p>\n<p>Avec cette exception <strong>Service client<\/strong>, Avec une exp\u00e9rience client positive, les chances de poursuite de l\u2019activit\u00e9 seront consid\u00e9rablement accrues. Une garantie de qualit\u00e9 peut \u00eatre assur\u00e9e gr\u00e2ce aux avantages de l\u2019assurance qualit\u00e9.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32a17828 elementor-widget elementor-widget-heading\" data-id=\"32a17828\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Fournir une meilleure exp\u00e9rience client peut augmenter vos revenus annuels<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5137461 elementor-widget elementor-widget-text-editor\" data-id=\"5137461\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>En tant que client, vous saurez imm\u00e9diatement si vos appelants re\u00e7oivent un service de qualit\u00e9. <strong>pouvoirs des m\u00e9dias sociaux<\/strong> cela peut ajouter \u00e0 cette pression.<\/p>\n<p>&nbsp;<\/p>\n<p>Souvent, la qualit\u00e9 de votre service aupr\u00e8s de vos clients se refl\u00e9tera sur le web ou gr\u00e2ce aux retours d\u2019opinion, aupr\u00e8s d\u2019un public enti\u00e8rement nouveau que vous n\u2019aviez m\u00eame pas pens\u00e9 possible.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f10fc89 elementor-widget elementor-widget-heading\" data-id=\"6f10fc89\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Performance des employ\u00e9s<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-460fd222 elementor-widget elementor-widget-text-editor\" data-id=\"460fd222\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tEn g\u00e9n\u00e9ral, il convient de proc\u00e9der r\u00e9guli\u00e8rement \u00e0 un contr\u00f4le d\u2019assurance qualit\u00e9, en supposant que les agents accomplissent leur travail correctement et efficacement et conform\u00e9ment \u00e0 toutes les directives \u00e9nonc\u00e9es dans votre campagne.\n<p>&nbsp;<\/p>\nSi les agents ne r\u00e9pondent pas aux normes \u00e9lev\u00e9es de coaching en mati\u00e8re de prise de rendez-vous dans le centre d\u2019appels, des formations suppl\u00e9mentaires peuvent \u00eatre propos\u00e9es pour leur permettre de donner le meilleur d\u2019eux-m\u00eames.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7cba6c0e elementor-widget elementor-widget-heading\" data-id=\"7cba6c0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Utilisation des m\u00e9tadonn\u00e9es<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-511c190e elementor-widget elementor-widget-text-editor\" data-id=\"511c190e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Les informations recueillies ne sont d'aucune utilit\u00e9 si elles ne sont pas examin\u00e9es et utilis\u00e9es correctement. Toutes les informations acquises doivent \u00eatre analys\u00e9es afin d'obtenir le meilleur r\u00e9sultat.<\/p>\n<p>\u00a0<\/p>\n<p>Former les agents et am\u00e9liorer les performances sont les deux principaux objectifs de l\u2019analyse des donn\u00e9es. Les centres d\u2019appels cherchent constamment \u00e0 am\u00e9liorer leurs m\u00e9thodes, et vous devriez \u00e9galement examiner ces donn\u00e9es. Les \u00e9l\u00e9ments pouvant servir \u00e0 d\u00e9terminer les normes de performance comprennent, mais sans s\u2019y limiter :<\/p>\n<p>\u00a0<\/p>\n<ul>\n<li>Dur\u00e9e de l'appel<\/li>\n<li>Rapidit\u00e9 de r\u00e9ponse<\/li>\n<li>Pourcentage de r\u00e9solutions obtenues pour la premi\u00e8re fois<\/li>\n<li>Niveau de service<\/li>\n<li>Respect des horaires<\/li>\n<li>Accurateur<\/li>\n<li>Satisfaction des clients<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p>Maintenant que vous savez ce qui peut contribuer \u00e0 am\u00e9liorer la satisfaction des clients de votre entreprise, contacter un centre d'appels comme AnswerNet peut vous aider \u00e0 rester comp\u00e9titif dans d'autres domaines. <strong><a href=\"https:\/\/answernet.com\/fr\/solutions\/inbound\/\">Inbound <\/a><\/strong>et <strong><a href=\"https:\/\/answernet.com\/fr\/solutions\/depart\/\">d\u00e9part <\/a><\/strong>De la prise de rendez-vous \u00e0 la prise en charge du client, AnswerNet peut travailler avec vous pour mettre en place une campagne r\u00e9ussie. <strong><a href=\"https:\/\/answernet.com\/fr\/contactez-nous\/\">Cliquez ici pour en savoir plus et demander un devis.<\/a><\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n\n<\/div>\n\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Whether your call center campaign is reaching key performance indicators (KPI\u2019s) or goals, reevaluating processes every so often is a big factor in your campaign\u2019s success. Not only is it essential to maintaining a successful agent count, but necessary for growth. \u00a0 When quality monitoring is reviewed and communicated, problem detection, and resolutions formed, it [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":10503,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[30,36,42,47,31,64],"class_list":["post-10501","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-operational-solutions","tag-answering-service","tag-call-center","tag-call-center-compliance","tag-call-center-management","tag-customer-service","tag-omnichannel"],"_links":{"self":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts\/10501","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/comments?post=10501"}],"version-history":[{"count":8,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts\/10501\/revisions"}],"predecessor-version":[{"id":10510,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/posts\/10501\/revisions\/10510"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/media\/10503"}],"wp:attachment":[{"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/media?parent=10501"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/categories?post=10501"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/answernet.com\/fr\/wp-json\/wp\/v2\/tags?post=10501"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}