{"id":15153,"date":"2023-03-27T16:48:16","date_gmt":"2023-03-27T20:48:16","guid":{"rendered":"https:\/\/answernet.com\/?p=15153"},"modified":"2025-02-12T08:55:26","modified_gmt":"2025-02-12T13:55:26","slug":"blog-benefits-call-center-accessibility","status":"publish","type":"post","link":"https:\/\/answernet.com\/fr\/blog-benefits-call-center-accessibility\/","title":{"rendered":"5 avantages importants de l'accessibilit\u00e9 des centres d'appel"},"content":{"rendered":"
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Pourquoi exclure un large public de vos capacit\u00e9s de service alors que vous pouvez facilement introduire des services d'information et de conseil ?\u00a0options d'accessibilit\u00e9<\/a>? En proposant des options de service \u00e0 la client\u00e8le accessibles, on s'assure que chaque appelant re\u00e7oit l'attention qu'il m\u00e9rite.<\/p>\n

Qu'est-ce que l'accessibilit\u00e9 ?<\/span><\/h2>\n

L'accessibilit\u00e9, en termes g\u00e9n\u00e9raux, est la pratique qui consiste \u00e0 rendre votre site web, votre produit ou votre service accessible \u00e0 tous. Cela signifie qu'il faut mettre en \u0153uvre des changements ou des ajustements pour s'assurer que tous les publics peuvent s'engager avec vous. Traditionnellement, cependant, les entreprises offrent des options d'accessibilit\u00e9 aux personnes handicap\u00e9es.<\/p>\n

La mise en place de fonctionnalit\u00e9s accessibles permet \u00e0 ces groupes et \u00e0 d'autres de s'adresser plus facilement \u00e0 votre entreprise. Cela vous permet \u00e9galement d'\u00eatre consid\u00e9r\u00e9 comme un fournisseur de services \u00e0 la client\u00e8le conforme aux normes de l'ADA, ce qui est impressionnant pour votre entreprise.<\/p>\n

Les services accessibles se pr\u00e9sentent souvent sous la forme Externalisation des processus d'entreprise<\/a> (BPO). Cela inclut des options telles que les services omni-canaux, le service \u00e0 la client\u00e8le et l'assistance g\u00e9n\u00e9rale.<\/p>\n

Pour un centre de contact, les options d'accessibilit\u00e9 comprennent<\/p>\n

T\u00e9l\u00e9imprimeur (TTY)<\/span><\/h3>\n

Si vous pensez que les clients muets, sourds, malentendants ou sourds et aveugles ne peuvent pas communiquer avec un centre de contact, d\u00e9trompez-vous. Un appareil appel\u00e9 t\u00e9l\u00e9imprimeur leur permet d'envoyer des messages dactylographi\u00e9s sur les lignes t\u00e9l\u00e9phoniques.<\/p>\n

Relais du protocole Internet (IP)<\/span><\/h3>\n

Les personnes souffrant de troubles de l'audition ou de la parole utilisent un relais IP (Internet Protocol) pour communiquer avec les services de t\u00e9l\u00e9communication. Le relais IP leur permet de passer des appels t\u00e9l\u00e9phoniques \u00e0 l'aide d'un clavier ou d'autres dispositifs d'assistance.<\/p>\n

Chat vid\u00e9o ASL<\/span><\/h3>\n

Si la m\u00e9thode de communication pr\u00e9f\u00e9r\u00e9e d'une personne est la langue des signes am\u00e9ricaine (ASL), les centres d'appel proposent des options de chat vid\u00e9o. Cela permet \u00e0 un agent form\u00e9 \u00e0 l'ASL d'aider l'appelant vid\u00e9o de toutes les mani\u00e8res possibles.<\/p>\n

Ces options et d'autres encore ne sont pas seulement utiles, mais dans certains cas, elles sont impos\u00e9es par l'Americans with Disabilities Act (ADA).<\/p>\n

Qu'est-ce que l'Americans with Disabilities Act (ADA) ?<\/span><\/h2>\n

La loi sur les Am\u00e9ricains handicap\u00e9s (ADA)<\/a>\u00a0de 1990 interdit la discrimination \u00e0 l'\u00e9gard des personnes handicap\u00e9es dans tous les domaines de la vie publique. Elle garantit que les entreprises et autres entit\u00e9s leur donnent des chances \u00e9gales de participer aux activit\u00e9s de la vie.<\/p>\n

L'ADA garantit une protection dans des domaines tels que l'emploi, l'administration locale et d'\u00c9tat, l'h\u00e9bergement public, les dispositions diverses et, en particulier, les t\u00e9l\u00e9communications.<\/p>\n

Avantages de l'utilisation de fonctions accessibles dans les centres d'appel<\/span><\/h2>\n

L'ADA impose aux entreprises de t\u00e9l\u00e9communications de fournir des options accessibles \u00e0 tous. Pourtant, tous les centres de contact n'utilisent pas toutes les options disponibles. Si vous n'\u00eates pas convaincu, \u00e9tudiez les avantages de la mise en \u0153uvre d'options accessibles :<\/p>\n

1. Augmentation de la satisfaction des clients<\/span><\/h3>\n

La qualit\u00e9 du service \u00e0 la client\u00e8le doit \u00eatre au c\u0153ur de toutes vos activit\u00e9s. Ainsi, si votre objectif est de fournir un service client\u00e8le de haut niveau, veillez \u00e0 ce qu'il s'\u00e9tende \u00e0 tous les appelants.<\/p>\n

En donnant \u00e0 chaque appelant les outils dont il a besoin pour communiquer avec vous de mani\u00e8re efficace, vous vous assurez que tous les appelants se sentent en s\u00e9curit\u00e9, satisfaits et, surtout, compris. Ne vous contentez pas de satisfaire votre public g\u00e9n\u00e9ral lorsque vous pouvez offrir \u00e0 tous une exp\u00e9rience de qualit\u00e9.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t8 fa\u00e7ons d'am\u00e9liorer votre service \u00e0 la client\u00e8le<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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2. Am\u00e9lioration de la diversit\u00e9 sur le lieu de travail<\/h3>\n\n

Les entreprises qui sont fi\u00e8res d'afficher publiquement leur soutien aux options et pratiques accessibles sont souvent en mesure d'attirer des talents plus diversifi\u00e9s. Dans l'ensemble, de nombreux demandeurs d'emploi souhaitent travailler pour des employeurs qui ont de bonnes valeurs et un bon sens moral.<\/p>\n

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M\u00eame si vous externalisez aupr\u00e8s d'un fournisseur de centres de contact, les employ\u00e9s et les clients appr\u00e9cieront votre initiative en faveur de la diversit\u00e9 et de l'inclusion.<\/p>\n

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3. Rester du bon c\u00f4t\u00e9 de la loi<\/span><\/h3>\n

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L'accessibilit\u00e9 des services, selon l'ADA, est un droit civil. La loi exige que les personnes handicap\u00e9es puissent b\u00e9n\u00e9ficier d'un acc\u00e8s \u00e9gal \u00e0 tous les services publics, y compris les t\u00e9l\u00e9communications.<\/p>\n

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Si vous n'\u00eates pas s\u00fbr de toutes les exigences de l'ADA - et de la mani\u00e8re de les mettre en \u0153uvre -, vous pouvez vous adresser \u00e0 la Commission europ\u00e9enne. De nombreuses ressources sont disponibles sur leur site web<\/strong><\/a>.<\/p>\n

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4. Des solutions am\u00e9lior\u00e9es pour les clients anxieux<\/span><\/h3>\n

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Bien que les options d'accessibilit\u00e9 soient traditionnellement destin\u00e9es \u00e0 aider les personnes handicap\u00e9es, certains appelants les pr\u00e9f\u00e8rent encore. De nombreuses personnes ne sont g\u00e9n\u00e9ralement pas \u00e0 l'aise lorsqu'elles parlent au t\u00e9l\u00e9phone. Elles peuvent \u00eatre timides ou angoiss\u00e9es \u00e0 l'id\u00e9e de parler \u00e0 de nouvelles personnes.<\/p>\n

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Si une personne timide ou anxieuse a du mal \u00e0 r\u00e9soudre son probl\u00e8me par t\u00e9l\u00e9phone, elle peut choisir de s'en accommoder. Cependant, il est tr\u00e8s possible qu'elle s'adresse \u00e0 un concurrent qui propose des solutions mieux adapt\u00e9es \u00e0 ses besoins. Dans ce cas, le concurrent peut proposer quelque chose d'aussi simple qu'un chat ou un texte en direct, autrement appel\u00e9 solutions omnicanales<\/strong><\/a>.<\/p>\n

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5. Relations publiques positives<\/span><\/h3>\n

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Que le public entende parler de votre entreprise par la publicit\u00e9, le bouche \u00e0 oreille ou tout autre moyen, votre r\u00e9putation g\u00e9n\u00e9rale ne peut que s'am\u00e9liorer. En proposant des solutions accessibles \u00e0 vos clients, vous montrez que vous vous souciez vraiment d'eux.<\/p>\n

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En fait, vous prouvez \u00e0 quel point vous vous souciez des personnes handicap\u00e9es avant m\u00eame qu'elles n'interagissent avec vous. Il verra que vous apportez votre soutien aux personnes handicap\u00e9es et dira \u00e0 ses amis et \u00e0 sa famille que vous \u00eates l'entreprise avec laquelle il faut faire des affaires.<\/p>\n

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tComment les services de centre d'appels multilingues peuvent-ils accro\u00eetre votre client\u00e8le ?<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Choisissez un fournisseur qui a fait ses preuves en mati\u00e8re d'accessibilit\u00e9 des centres d'appels<\/span><\/h2>\n

Pourquoi jouer avec l'inconnu quand vous pouvez choisir un partenaire de centre d'appels qui fournit toutes les fonctions d'accessibilit\u00e9 dont vos clients ont besoin ? Am\u00e9liorez consid\u00e9rablement vos solutions de service \u00e0 la client\u00e8le d\u00e8s aujourd'hui avec AnswerNet<\/a>.<\/p>\n

AnswerNet fournit une assistance pour les t\u00e9l\u00e9scripteurs, les relais IP et les chats vid\u00e9o en ASL. Nous sommes pr\u00eats \u00e0 r\u00e9pondre aux besoins de tous vos clients, et pas seulement des personnes handicap\u00e9es.<\/p>\n

Selon la Organisation mondiale de la sant\u00e9<\/a>En Europe, plus d'un milliard de personnes vivent avec une forme de handicap. Certaines de ces personnes pourraient \u00eatre vos clients.<\/p>\n

Apportez-leur le soutien qu'ils m\u00e9ritent en\u00a0nous contacter<\/a>\u00a0aujourd'hui.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tDemande de devis<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Providing accessibility options ensures every caller gets the attention they deserve. Learn more about this amazing BPO option.<\/p>","protected":false},"author":3,"featured_media":36915,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[408],"tags":[414,149,53,498,268],"class_list":["post-15153","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-communication","tag-blog","tag-bpo","tag-business","tag-call-center-compliance","tag-customer-service"],"yoast_head":"\n5 Benefits of Call Center Accessibility - BPO | AnswerNet<\/title>\n<meta name=\"description\" content=\"Providing accessibility options ensures every caller gets the attention they deserve. 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