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Call center: 4 boas práticas para implementar na sua empresa

Nos últimos tempos, é perceptível o aperfeiçoamento e preocupação do mercado brasileiro com a gestão de relacionamento com clientes. Muitos gestores perceberam que para obter sucesso é preciso acompanhar as exigências do mercado, as novas leis, reconhecer a competitividade mercadológica, a importância da implantação de novas tecnologias e garantir a inovação de processos.

Os Call Centers representam uma grande fatia do faturamento das empresas e, sem dúvida, têm capacidade para promover um grande impacto na economia das organizações. Ele pode aumentar substancialmente as receitas de uma empresa se utilizado de forma eficiente, representando um destaque na ação comercial e contribuindo para a adoção de estratégias comerciais e administrativas assertivas.

Diante deste cenário, alguns pontos devem ser observados para que o call center produza bons resultados e seja uma referência de boas práticas. Vamos conhecê-las?

 

1 - Construa um relacionamento sólido com o cliente

O atendimento prestado a um cliente pode ser o fator decisivo para que ele seja fidelizado ou até mesmo para que nunca mais volte a comprar o seu serviço ou produto. Por conta disso, é possível perceber que é imprescindível garantir a qualidade dele.

Deixe claro para a sua equipe que o foco deve ser no cliente, em resolver os problemas e pendências que ele busca solução de maneira educada, humanizada e personalizada. É importante que o atendente tenha em mente que cada cliente tem uma personalidade diferente e, por conta disso, todo chamado deve ser adaptado para a realidade da pessoa atendida — uns vão querer resolver tudo com rapidez e eficiência, enquanto outros terão mais paciência.

 

2 - Use a tecnologia a favor do call center

A adoção de soluções tecnológicas em um call center contribui diretamente para facilitar o trabalho do operador. A URA (Unidade de Resposta Audível), por exemplo, direciona o cliente para a área que mais convém à sua necessidade. Além disso, a tecnologia auxilia a gestão da qualidade do atendimento prestado, pois a partir da gravação, é possível avaliar, identificar e promover melhorias, visando um atendimento de excelência.

Outro exemplo em que a tecnologia se mostra de extrema importância nessa área, é a telefonia IP, que consiste em serviços de telefonia utilizando a internet para comunicação em tempo real, com um custo muito inferior ao dos sistemas públicos de telefonia fixa — por sinal, já mostrarmos as vantagens de se implementar o reconhecimento de voz

 

3 - Invista em métricas para analisar o atendimento ao cliente

É muito importante acompanhar se os trabalhos estão sendo realizados de forma a garantir bons resultados. Para isso, é fundamental estabelecer e acompanhar métricas para medir o desempenho da equipe do call center e tomar decisões estratégicas sobre a operação.

Faça uma análise crítica referente à quantidade e à qualidade das ligações telefônicas. Normalmente, os call centers se preocupam na quantidade de atendimentos prestados e deixam a deseja a qualidade. Lembre-se que um mau atendimento pode ter um reflexo negativo na opinião do cliente sobre a sua empresa.

 

4 - Promova campanhas motivacionais

Conhecido pela alta rotatividade de colaboradores, o call center, por conta disso, pode gerar muitos custos com absenteísmos, rescisões, necessidade de novas contratações e treinamentos. Para sanar este problema, invista em campanhas motivacionais que incentivem e promovam a retenção dos colaboradores. Podemos citar como exemplo a premiação para quem atingir metas, campeonatos esportivos, brindes, etc.

 

O que achou das nossas dicas? Compartilhe com a gente outras práticas que devem ser implementadas em um call center! Deixe o seu comentário!

243 comentários

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