{"id":17920,"date":"2023-01-10T16:17:43","date_gmt":"2023-01-10T16:17:43","guid":{"rendered":"https:\/\/nobelbiz.com\/?p=17920"},"modified":"2023-02-09T15:44:21","modified_gmt":"2023-02-09T15:44:21","slug":"roi-comment-evaluer-une-solution-de-centre-dappel","status":"publish","type":"post","link":"https:\/\/nobelbiz.com\/fr\/blog\/roi-comment-evaluer-une-solution-de-centre-dappel\/","title":{"rendered":"ROI : Comment Evaluer une Solution de Centre d\u2019Appel ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"17920\" class=\"elementor elementor-17920\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-72fddf17 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"72fddf17\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4e5da3db ot-flex-column-vertical\" data-id=\"4e5da3db\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c5c079c elementor-widget elementor-widget-text-editor\" data-id=\"4c5c079c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Alors que l\u2019univers des centres d\u2019appel est en forte\u00a0<a href=\"https:\/\/www.journaldunet.com\/ebusiness\/crm-marketing\/1495953-covid-et-relation-client-apres-avoir-mecanise-la-relation-rehumanisons-la-mecanique\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>mutation<\/b><\/a>, les am\u00e9liorations technologiques sont devenues une n\u00e9cessit\u00e9 absolue. C\u2019est pourquoi, en tant qu\u2019organisation, vous devez savoir o\u00f9 vous vous situez sur l\u2019\u00e9chelle de l\u2019efficacit\u00e9 technologique. En d\u2019autres termes, vous devez savoir quel est votre ROI (retour sur investissement) pour votre solution de centre d\u2019appel.<\/p><h2><span id=\"Comment_calculer_le_retour_sur_investissement_dune_solution_de_centre_dappel\">Comment calculer le retour sur investissement d\u2019une solution de centre d\u2019appel ?<\/span><\/h2><p>Au sens large, le ROI (Return On Investment) est une mesure du rendement d\u2019un investissement futur, pass\u00e9 ou actuel sur une certaine p\u00e9riode de temps. Il permet donc de calculer le retour sur investissement en prenant en compte l\u2019argent d\u00e9pens\u00e9, et l\u2019argent gagn\u00e9 ou perdu. Le retour sur investissement est notamment destin\u00e9 \u00e0 orienter les choix strat\u00e9giques des centres d\u2019appel.<\/p><p>En termes de chiffres, le retour sur investissement est exprim\u00e9 en pourcentage. Il est calcul\u00e9 comme suit :<\/p><p><i>Pourcentage de ROI des centres d\u2019appel = (Total des revenus \u2013 Total des d\u00e9penses)\/Co\u00fbt total de l\u2019investissement] x 100<\/i><\/p><p><i>Par exemple, pour un investissement de 100 000 euros, s\u2019il rapporte 150 000 euros, alors le retour sur investissement est de 50% ((150 000 \u2013 100 000)\/100 000 = 50)<\/i><\/p><p>Mais ce n\u2019est pas vraiment aussi simple et direct que vous le pensez.<\/p><p>En effet, dans un contexte purement quantitatif. Lorsqu\u2019il s\u2019agit de technologies de centres d\u2019appel, il est assez d\u00e9licat d\u2019\u00e9valuer le gain ou le rendement directement li\u00e9 \u00e0 son utilisation. Cependant, ce que vous devez ma\u00eetriser et savoir dans la formule est le co\u00fbt total de l\u2019investissement<\/p><h2 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"40\" data-lineheight=\"48px\"><span id=\"Comment_calculer_avec_precision_vos_investissements\">Comment calculer avec pr\u00e9cision vos investissements ?<\/span><\/h2><p>Le montant total de votre investissement repr\u00e9sente les co\u00fbts associ\u00e9s \u00e0 vos efforts technologiques. Cela comprend le co\u00fbt de votre technologie, des \u00e9quipements connexes, de l\u2019infrastructure, des salaires de vos agents, des primes et de tous les co\u00fbts que vous payez pour le fonctionnement de chaque campagne. Vous devez \u00e9galement inclure les d\u00e9penses temporaires, telles que la formation et les proc\u00e9dures de recrutement.<\/p><p>Vous pouvez d\u00e9tailler vos co\u00fbts comme suit :<\/p><p>Technologie : Quelles plateformes avez-vous acquises ou lou\u00e9es pour votre solution de centre d\u2019appel. Par exemple, les logiciels ERP et CRM, ainsi que les salaires des agents engag\u00e9s pour g\u00e9rer les pics d\u2019activit\u00e9 t\u00e9l\u00e9phonique.<\/p><p>Op\u00e9rations : Cela comprend l\u2019infrastructure, par exemple le loyer, l\u2019\u00e9lectricit\u00e9, l\u2019Internet et tout ce qui est li\u00e9 \u00e0 votre infrastructure. Ces chiffres seront ensuite utiles pour analyser vos co\u00fbts.<\/p><p>Ressources humaines : Le co\u00fbt par traitement pour chaque consultant et superviseur est le plus souhaitable. En outre, les salaires des sp\u00e9cialistes en informatique entrent \u00e9galement dans cette cat\u00e9gorie.<\/p><p>La formation : Le recrutement et la formation font partie des activit\u00e9s de votre centre d\u2019appels. Que ce soit pour faire face aux pics d\u2019appels ou pour d\u00e9velopper votre \u00e9quipe, ces proc\u00e9dures sont n\u00e9cessaires au bon fonctionnement de votre centre d\u2019appels. Elles entra\u00eenent des co\u00fbts afin de vous permettre de gagner en productivit\u00e9.<\/p><h2 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"40\" data-lineheight=\"48px\"><span id=\"Comment_calculer_vos_revenus\">Comment calculer vos revenus ?<\/span><\/h2><p>Voici quelques donn\u00e9es \u00e0 prendre en compte pour estimer vos revenus :<\/p><ul><li><b>Valeur du client \u00e0 vie :<\/b>\u00a0Dur\u00e9e moyenne pendant laquelle vos clients vous restent fid\u00e8les. Cela vous permettra d\u2019estimer les revenus qu\u2019ils g\u00e9n\u00e8rent.<\/li><li><b>Taux de fid\u00e9lisation des clients :<\/b>\u00a0nombre de clients que vous avez pu conserver dans toutes vos campagnes sortantes et entrantes. D\u00e9duisez simplement le nombre de clients perdus du nombre de clients convertis. Vous pouvez alors estimer les revenus qu\u2019ils g\u00e9n\u00e8rent.<\/li><li><b>Upsells :\u00a0<\/b>G\u00e9n\u00e9r\u00e9s par vos clients qui optent pour plusieurs de vos produits ou services.<\/li><\/ul><p>Cependant, nous avons d\u00e9j\u00e0 mentionn\u00e9 que l\u2019univers des centres d\u2019appel est plus que jamais\u00a0<a href=\"https:\/\/www.lesechos.fr\/idees-debats\/cercle\/reorganisation-ou-innovation-des-centres-dappels-vers-une-relation-client-30-131081\" target=\"_blank\" rel=\"noopener noreferrer\"><b>en mutation<\/b><\/a>. Si vous souhaitez bien conna\u00eetre vos revenus, vous devez tenir compte de l\u2019\u00e9volution de la concurrence et des habitudes des clients. Gardez \u00e0 l\u2019esprit que les indicateurs de performance cl\u00e9s (KPI) jouent un r\u00f4le essentiel dans votre technologie. Cela signifie que le confinement de votre SVI, le traitement des requ\u00eates et les taux de r\u00e9solution dans l\u2019interaction avec les clients sont autant de mesures n\u00e9cessaires pour analyser vos revenus.<\/p><p>Une fois que vous aurez identifi\u00e9 tous les param\u00e8tres que nous avons mentionn\u00e9s, vous serez en mesure de conna\u00eetre le retour sur investissement de vos solutions de centre d\u2019appel.<\/p><h2 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"40\" data-lineheight=\"48px\"><span id=\"Disposer_dune_solution_de_centre_dappel_puissante_est_un_must\">Disposer d\u2019une solution de centre d\u2019appel puissante est un must !<\/span><\/h2><p>Avoir une bonne r\u00e9putation est une chose, agir en cons\u00e9quence en est une toute autre. Et puisque les \u00e9l\u00e9ments \u00e0 prendre en compte sont \u00e0 la fois quantitatifs et qualitatifs. Le retour sur investissement ne se limite pas seulement \u00e0 l\u2019identification et au calcul des param\u00e8tres. C\u2019est pourquoi vous avez besoin d\u2019une solution logicielle performante et adapt\u00e9e \u00e0 votre organisation et \u00e0 l\u2019\u00e9volution du march\u00e9.<\/p><p>Notre logiciel\u00a0<a href=\"https:\/\/nobelbiz.com\/fr\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>NobelBiz<\/b><\/a>\u00a0<a href=\"https:\/\/nobelbiz.com\/fr\/omnicanal-centre-de-contact\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>Omni+<\/b><\/a>\u00a0se concentre sur diff\u00e9rents aspects cl\u00e9s de la r\u00e9ussite de votre centre d\u2019appels. Notamment, l\u2019\u00e9change de clients, la fid\u00e9lit\u00e9 des clients, l\u2019exp\u00e9rience client, la gestion des indicateurs cl\u00e9s de performance (KPI), la navigation fluide entre les canaux de communication et bien plus encore. Tout en am\u00e9liorant votre retour sur investissement technologique.<\/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":"<p>Alors que l\u2019univers des centres d\u2019appel est en forte\u00a0mutation, les am\u00e9liorations technologiques sont devenues une n\u00e9cessit\u00e9 absolue. C\u2019est pourquoi, en tant qu\u2019organisation, vous devez savoir o\u00f9 vous vous situez sur l\u2019\u00e9chelle de l\u2019efficacit\u00e9 technologique. En d\u2019autres termes, vous devez savoir quel est votre ROI (retour sur investissement) pour votre solution de centre d\u2019appel. Comment calculer [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":17921,"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":[219],"tags":[377,395,376,394,402,389,401],"class_list":["post-17920","post","type-post","status-publish","format-link","has-post-thumbnail","hentry","category-insights-fr","tag-centre-dappels","tag-centre-dappels-cloud","tag-centre-de-contact","tag-centre-de-contact-cloud","tag-evaluation","tag-performance","tag-roi","post_format-post-format-link"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>ROI : Comment Evaluer une Solution de Centre d\u2019Appel ?<\/title>\n<meta name=\"description\" content=\"Nous explorons comment calculer le ROI (retour sur 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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. His experience includes roles as Director of Contact Center Digital Transformation at NobelBiz, and as Director of Operations at FLS Connect, managing multiple call centers. As President of Anomaly Squared and Targeted Metrics, Michael successfully transitioned companies into remote operations and significantly boosted revenues. With a strong background in customer service, leadership, strategic planning, and operations management, Michael excels in driving growth and innovation in the call center space. Mike is also a proud Board Member for R.E.A.C.H Trade Group, promoting consumer protection and satisfaction and Co-host of the Off Skripted Podcast \u2013 a show about Life, Call Centers and everything in between.","sameAs":["https:\/\/www.linkedin.com\/in\/michael-mcguire-932872161\/"],"url":"https:\/\/nobelbiz.com\/fr\/blog\/author\/michael-mcguire\/"}]}},"modified_by":null,"_links":{"self":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts\/17920","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/users\/22"}],"replies":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/comments?post=17920"}],"version-history":[{"count":0,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts\/17920\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/media\/17921"}],"wp:attachment":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/media?parent=17920"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/categories?post=17920"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/tags?post=17920"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}