{"id":17916,"date":"2023-01-10T16:11:08","date_gmt":"2023-01-10T16:11:08","guid":{"rendered":"https:\/\/nobelbiz.com\/?p=17916"},"modified":"2023-02-16T13:59:04","modified_gmt":"2023-02-16T13:59:04","slug":"comment-gerer-efficacement-un-pic-dappels","status":"publish","type":"post","link":"https:\/\/nobelbiz.com\/fr\/blog\/comment-gerer-efficacement-un-pic-dappels\/","title":{"rendered":"Comment G\u00e9rer Efficacement Un Pic d\u2019Appels ?"},"content":{"rendered":"\t\t
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Tous les centres d\u2019appels subissent \u00e0 un moment ou autre un volume \u00e9lev\u00e9 d\u2019appels. Durant cette p\u00e9riode, une forte augmentation d\u00e9finitive ou r\u00e9currente des demandes des clients est enregistr\u00e9e. Toutefois, si vous pouvez anticiper un pic d\u2019appels, il est possible d\u2019y faire face en adoptant la bonne strat\u00e9gie.<\/p>

Les ABC de la gestion du pics d\u2019appels<\/h2>

Les pics d\u2019appels peuvent \u00eatre caus\u00e9s par les p\u00e9riodes des f\u00eates, les \u00e9v\u00e9nements, les p\u00e9riodes de vacances ou autres. Afin de maintenir la satisfaction des clients<\/a> \u00e0 un haut niveau, les centres d\u2019appels doivent \u00e9laborer une strat\u00e9gie pour faire face \u00e0 ce ph\u00e9nom\u00e8ne.<\/p>

Voici quatre \u00e9tapes pour vous pr\u00e9parer \u00e0 un pic d\u2019appels soudain et garantir une exp\u00e9rience client de haute qualit\u00e9.<\/p>

Utilisez votre connaissance du client<\/h3>

Examinez les donn\u00e9es historiques clients pour pr\u00e9voir les \u00e9ventuels appels t\u00e9l\u00e9phoniques. Vous pouvez suivre des mois ou des p\u00e9riodes sp\u00e9cifiques o\u00f9 il y a eu une augmentation et identifier sp\u00e9cifiquement les p\u00e9riodes les plus charg\u00e9es. Ces informations vous aideront \u00e0 d\u00e9cider pour recruter des agents suppl\u00e9mentaires et \u00e0 les pr\u00e9parer \u00e0 traiter les appels \u00e0 grand volume.<\/p>

Soyez proactif<\/h3>

Envisagez d\u2019utiliser des agents d\u2019autres campagnes durant les p\u00e9riodes de haute saison afin de r\u00e9duire les temps d\u2019attente moyens. Une autre option consiste \u00e0 travailler de mani\u00e8re proactive avec votre d\u00e9partement de ressources humaines pour engager des agents \u00e0 temps partiel qui pourront prendre la rel\u00e8ve.<\/p>

Adoptez une solution cloud<\/h3>

Alors que les technologies classiques ont une flexibilit\u00e9 limit\u00e9e en termes de gestion des appels, et reposent sur une infrastructure mat\u00e9rielle peu flexible.<\/p>

Une solution Cloud peut parfaitement s\u2019adapter au changement de vos activit\u00e9s, garantissant une \u00e9volution en tandem avec vos besoins. Toutefois, elle doit offrir\u00a0un mod\u00e8le adapt\u00e9<\/b><\/a>\u00a0aux centres d\u2019appels ayant des pics d\u2019appels r\u00e9currents.<\/p>

NobelBiz OMNI+<\/b><\/a>\u00a0vous aidera \u00e0 maintenir votre productivit\u00e9 et votre qualit\u00e9 en r\u00e9duisant les d\u00e9lais de traitement des appels et vous permettra de traiter un grand volume d\u2019appels, sans pour autant effectuer des changements de grande envergure. Sans oublier que notre technologie vous permettra de naviguer entre tous les canaux de communication.<\/p>

Un Service client impeccable<\/h3>

Les vacances sont la meilleure occasion d\u2019am\u00e9liorer votre service \u00e0 la client\u00e8le et vos indicateurs cl\u00e9s de performance. Ne manquez pas cette occasion en or !<\/p>

La r\u00e9activit\u00e9 est un bon point de d\u00e9part, mais elle ne vous emp\u00eache pas de chercher une autre forme de proactivit\u00e9. Les habitudes de vos clients changent pendant ces p\u00e9riodes, tout comme leur \u00e9tat d\u2019esprit plus festif et plus d\u00e9tendu.<\/p>

Sur le plan business, le plan de continuit\u00e9 des activit\u00e9s repr\u00e9sente une r\u00e9f\u00e9rence qui contribue \u00e0 promouvoir la continuit\u00e9 des activit\u00e9s pendant les p\u00e9riodes de pics d\u2019appels.<\/p>

Plan de continuit\u00e9 des activit\u00e9s<\/h3>

L\u2019\u00e9laboration d\u2019un PCA consiste \u00e0 anticiper les impacts du pic d\u2019appels afin de mieux les ma\u00eetriser. Cette strat\u00e9gie consiste \u00e0 identifier les cons\u00e9quences d\u2019une augmentation du volume des appels et les meilleures pratiques pour les g\u00e9rer.<\/p>

D\u00e9terminer \u00e0 l\u2019avance les probl\u00e8mes que la situation peut engendrer vous permettra d\u2019ajuster vos ressources. Ce plan secours vous indiquera les mesures \u00e0 prendre pour r\u00e9duire les dommages caus\u00e9s \u00e0 l\u2019ensemble de votre organisation.<\/p>

L\u2019\u00e9laboration d\u2019un plan de continuit\u00e9 des activit\u00e9s se fait en 4 \u00e9tapes :<\/p>

  • Identification des probl\u00e8mes<\/h4><\/li><\/ul>

    Premi\u00e8re \u00e9tape consiste \u00e0 d\u00e9terminer les probl\u00e8mes et les risques. Notamment, maintenir une exp\u00e9rience client de qualit\u00e9, continuer \u00e0 satisfaire les clients, maintenir la qualit\u00e9 de service qui r\u00e9pond \u00e0 leurs besoins et surveiller vos indicateurs de performance.<\/p>

    • Cartographie des risques<\/h4><\/li><\/ul>

      Vous devez identifier les menaces durant appels t\u00e9l\u00e9phoniques \u00e0 grand volume. Cela signifie qu\u2019il faut analyser tous les facteurs \u00e0 risque possibles qui pourraient entraver le succ\u00e8s d\u2019une campagne<\/p>

      • Analyse d\u2019impact<\/h4><\/li><\/ul>

        Identifier les cons\u00e9quences de la situation sur les performances de votre centre d\u2019appels. En d\u2019autres termes, les indicateurs cl\u00e9s de performance.<\/p>

        • La recherche de solutions<\/h4><\/li><\/ul>

          En d\u00e9finissant des solutions qui assurent la continuit\u00e9 des campagnes des centres de contact pendant et apr\u00e8s les appels \u00e0 grand volume.<\/p>

          Les plans de continuit\u00e9 d\u2019activit\u00e9 doivent toujours \u00eatre suivis avant et pendant les appels \u00e0 grand volume afin d\u2019ajuster les actions en fonction des faits et des param\u00e8tres qui se pr\u00e9sentent.<\/p>

          Conclusion, ne paniquez pas!<\/h2>

          Durant la pr\u00e9paration aux pics d\u2019appels, votre objectif principal doit \u00eatre fix\u00e9. Celui d\u2019avoir une strat\u00e9gie parfaite mise en \u0153uvre, afin d\u2019anticiper tout afflux de demandes des clients.<\/p>

          En mati\u00e8re de relation client, les p\u00e9riodes de fort trafic ne doivent pas \u00eatre consid\u00e9r\u00e9es comme des contraintes. Pensez-y comme une opportunit\u00e9 pour faire la diff\u00e9rence en tant que centre d\u2019appel et de vous d\u00e9marquer de la concurrence.<\/p>\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>\n\t\t","protected":false},"excerpt":{"rendered":"

          Tous les centres d\u2019appels subissent \u00e0 un moment ou autre un volume \u00e9lev\u00e9 d\u2019appels. Durant cette p\u00e9riode, une forte augmentation d\u00e9finitive ou r\u00e9currente des demandes des clients est enregistr\u00e9e. Toutefois, si vous pouvez anticiper un pic d\u2019appels, il est possible d\u2019y faire face en adoptant la bonne strat\u00e9gie. Les ABC de la gestion du pics […]<\/p>\n","protected":false},"author":22,"featured_media":21272,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"link","meta":{"content-type":"","inline_featured_image":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[194],"tags":[377,395,376,394,400],"class_list":["post-17916","post","type-post","status-publish","format-link","has-post-thumbnail","hentry","category-non-classifiee","tag-centre-dappels","tag-centre-dappels-cloud","tag-centre-de-contact","tag-centre-de-contact-cloud","tag-pic-dappels","post_format-post-format-link"],"yoast_head":"\nComment G\u00e9rer Efficacement Un Pic d\u2019Appels ?<\/title>\n<meta name=\"description\" content=\"Nous explorons les diff\u00e9rentes techniques afin de mieux g\u00e9rer efficacement un pic d'appels.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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is a world-class Telecom and CCaaS company with almost 20 years of experience, delivering complete and tailored solutions for contact centers across the globe irrespective of size, industry or activity. Based in Cheyenne, WY, NobelBiz has grown to serve Contact Centers globally providing World-Class Voice Services, Cloud Contact Center, and Omnichannel solutions. NobelBiz is the only call center-focused telecom carrier in the industry. We are dead-set on empowering call centers conversations all day, everyday. NobelBiz transforms Contact Centers into higher-performing Intelligent Contact Centers. We help take companies from isolated cost center to company-wide intelligence generator for customer service, sales, marketing, product development, and more. The NobelBiz Voice Carrier Network is the only telecom network built for contact centers, having no rivals in terms of services, coverage, and pricing. NobelBiz offers the most versatile selection of smart tools to increase contact rates, mitigate impacts of call labeling and blocking, and provide all-around compliance. The NobelBiz OMNI+ cloud contact center software has a unique blend of capabilities: from Omnichannel, Impressive API integrations, and fast implementation, to simple cross-channel campaign setup and remote work.","email":"info@nobelbiz.com","telephone":"800.975.2844","legalName":"Nobelbiz","foundingDate":"2003-01-17","naics":"517911","numberOfEmployees":{"@type":"QuantitativeValue","minValue":"51","maxValue":"200"}},{"@type":"Person","@id":"https:\/\/nobelbiz.com\/fr\/#\/schema\/person\/0fd594887582acb6d9e137df87fb7d9c","name":"Michael McGuire","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","caption":"Michael McGuire"},"description":"Michael McGuire is a contact center industry expert with almost two decades of experience in the space. 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