{"id":49199,"date":"2020-08-11T14:20:39","date_gmt":"2020-08-11T12:20:39","guid":{"rendered":"https:\/\/www.digitalvirgo.com\/contact-center-kpis\/"},"modified":"2020-08-11T14:57:37","modified_gmt":"2020-08-11T12:57:37","slug":"contact-center-kpis","status":"publish","type":"post","link":"https:\/\/www.digitalvirgo.com\/fr\/contact-center-kpis\/","title":{"rendered":"Les principaux KPI pour mesurer la performance de votre centre d\u2019appel : Quels sont les indicateurs pour am\u00e9liorer l\u2019exp\u00e9rience client ?"},"content":{"rendered":"\n

Satisfaction client – CSAT<\/h2>\n\n

Gr\u00e2ce \u00e0 des outils standard tels que NPS (Net Promoter Score) et CSAT (Customer Satisfaction), nous sommes en mesure d\u2019avoir des informations pertinentes.<\/p>\n\n

Le NPS est fond\u00e9 sur une seule question : \u00ab Quelle est la probabilit\u00e9 que vous recommandiez cette entreprise \u00e0 un ami ou \u00e0 un coll\u00e8gue ? \u00bb Pour CSAT, les clients sont interrog\u00e9s sur leur satisfaction vis-\u00e0-vis de l\u2019entreprise, qui est ensuite not\u00e9e de 1 (tr\u00e8s insatisfait) \u00e0 10 (tr\u00e8s satisfait).<\/p>\n\n

Ces indicateurs constituent la premi\u00e8re \u00e9tape pour dresser un portrait complet de la satisfaction de vos clients. <\/p>\n\n

Temps moyen de r\u00e9ponse<\/h2>\n\n

Les clients d\u2019aujourd\u2019hui ne veulent pas attendre. Le temps moyen de r\u00e9ponse est donc d\u00e9terminant pour mesurer la qualit\u00e9 de votre service.<\/p>\n\n

Il calcule le temps moyen qu\u2019un client attend pour communiquer avec vos agents. Cet indicateur fournit des renseignements pr\u00e9cieux sur la rapidit\u00e9 de votre \u00e9quipe \u00e0 traiter les probl\u00e8mes et peut vous montrer o\u00f9 vous pourriez avoir besoin de plus d\u2019agents.<\/p>\n\n

Temps moyen de manipulation<\/h2>\n\n

Le temps moyen de manipulation mesure le temps pass\u00e9 d\u2019un agent par probl\u00e8me entrant. Il vous aide \u00e0 identifier l’efficacit\u00e9 de l\u2019agent et du Centre de contact par la m\u00eame occasion. Il est important de comprendre que la meilleure fa\u00e7on de g\u00e9rer cet indicateur est de ne pas pousser vos agents \u00e0 fermer un appel sans sa r\u00e9solution. Par exemple, il est pr\u00e9f\u00e9rable que l\u2019appel dure 100 secondes et que le probl\u00e8me soit r\u00e9solu, plut\u00f4t que 40 secondes, mais que vous deviez rappeler 3 fois pour le r\u00e9soudre. Il doit y avoir un juste \u00e9quilibre entre le temps et la r\u00e9solution.<\/p>\n\n

R\u00e9solution du premier contact<\/h2>\n\n

C\u2019est la quantit\u00e9 d\u2019appels de service entrants qui sont r\u00e9solus d\u00e8s la premi\u00e8re interaction avec le client. C\u2019est un indicateur sur la capacit\u00e9 d\u2019une entreprise \u00e0 r\u00e9soudre des probl\u00e8mes et \u00e0 r\u00e9pondre \u00e0 des questions.<\/p>\n\n

Selon une \u00e9tude r\u00e9cente, The Ascent Group<\/a> a constat\u00e9 que 44 % des participants, qui mesurent la r\u00e9solution lors du premier contact pendant plus d’un an, ont d\u00e9clar\u00e9 un gain annuel moyen de 3 %. Les participants ont \u00e9galement fait \u00e9tat d’une am\u00e9lioration moyenne de 8 % de la satisfaction des clients.<\/p>\n\n

Taux d\u2019appels abandonn\u00e9s<\/h2>\n\n

Le taux d\u2019appels abandonn\u00e9s correspond au nombre total d\u2019appels o\u00f9 une personne raccroche avant qu\u2019un agent ne r\u00e9ponde. Les abandons se produisent pour diverses raisons, notamment des temps d’attente trop longs ou un syst\u00e8me IVR inefficace.<\/p>\n\n

Pour calculer cet indicateur : divisez le nombre total d\u2019appels abandonn\u00e9s par le nombre total d\u2019appels entrants ou d\u2019interactions. <\/p>\n\n

Analyse des donn\u00e9es<\/h2>\n\n

C\u2019est un outil pr\u00e9cieux pour encourager l’am\u00e9lioration continue. L\u2019intelligence artificielle peut \u00eatre d\u2019une grande aide. Cela peut permettre \u00e0 votre centre de contact d\u2019analyser et de s\u00e9lectionner les KPI les plus pertinents.<\/p>\n\n

Il est important de garder \u00e0 l\u2019esprit que peu importe que ce soit de l’IVR, du chatbot, du SMS, de l’email ou un agent, chaque canal doit \u00eatre mesur\u00e9 s\u00e9par\u00e9ment.<\/strong><\/p>\n\n

QoS (Quality of Service) by Digital Virgo<\/h2>\n\n

Nos experts DV Contact ont cr\u00e9\u00e9 un produit pour g\u00e9n\u00e9rer des sondages vocaux bas\u00e9s sur la technologie IVR (Interactive Voice Response). Il permet de mesurer et d\u2019am\u00e9liorer votre service et donc la satisfaction de vos clients.<\/p>\n\n

Le syst\u00e8me comprend 4 questions pr\u00e9d\u00e9finies (Qualit\u00e9 du service, \u00e9valuation de l\u2019agent, Net Promoter Score et First Call Resolution) et peut \u00eatre personnalis\u00e9 en ajoutant d\u2019autres questions. Il fournit \u00e9galement aux clients des rapports personnalis\u00e9s et des statistiques en temps r\u00e9el afin de surveiller constamment l\u2019exp\u00e9rience de vos clients.<\/p>\n\n

Si vous souhaitez en savoir plus sur nos solutions, contactez notre \u00e9quipe DV Contact : digitalvirgo.com<\/a><\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Les attentes des clients deviennent de plus en plus fortes et les centres d\u2019appel ont de plus en plus de difficult\u00e9 \u00e0 r\u00e9pondre \u00e0 leurs besoins. En raison de cette situation, il est plus que jamais important de savoir quelles sont les demandes de vos clients et comment vos agents peuvent les satisfaire.
\nNos \u00e9quipes DV Contact, expertes en relation client, partagent 6 KPI que vous devez mettre en place pour am\u00e9liorer l\u2019exp\u00e9rience de vos clients. <\/p>\n","protected":false},"author":5,"featured_media":46527,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[99],"tags":[],"class_list":["post-49199","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites"],"acf":[],"yoast_head":"\nLes principaux KPI pour mesurer la performance de votre centre d\u2019appel : Quels sont les indicateurs pour am\u00e9liorer l\u2019exp\u00e9rience client ? • Digital Virgo<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.digitalvirgo.com\/fr\/contact-center-kpis\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les principaux KPI pour mesurer la performance de votre centre d\u2019appel : Quels sont les indicateurs pour am\u00e9liorer l\u2019exp\u00e9rience client ? • Digital Virgo\" \/>\n<meta property=\"og:description\" content=\"Les attentes des clients deviennent de plus en plus fortes et les centres d\u2019appel ont de plus en plus de difficult\u00e9 \u00e0 r\u00e9pondre \u00e0 leurs besoins. 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