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6 dicas para diminuir o TMA da sua empresa

TMA é a sigla para Tempo Médio de Atendimento, um dos indicadores mais conhecidos e importantes no universo do call center, que indica a produtividade da operação. O tempo é calculado desde a espera do cliente para ser atendido até o momento em que o problema é solucionado.

Nas centrais de atendimento o tempo deve ser otimizado ao máximo para que mais clientes sejam atendidos e o custo seja menor — daí vem a importância do TMA. É um desafio alinhar um baixo tempo médio de atendimento com as necessidades do cliente, mas é possível.

Neste post, vamos conhecer 6 dicas para diminuir o TMA da sua empresa, aumentando a eficiência sem prejudicar a qualidade do atendimento. Confira:

 

1 - Use o pré-atendimento a seu favor

A Unidade de Resposta Audível (URA) é aquele pré-atendimento gravado com qual costumamos lidar antes de sermos transferidos para um atendente humano. Trata-se de uma ferramenta poderosíssima para reduzir o seu tempo médio de atendimento.

Coloque informações importantes na URA para que o cliente já inicie o contato ciente delas ou até mesmo dispense o atendimento humano. Aproveite para coletar informações de identificação e sobre o problema do cliente também na URA, para que o agente já conheça essas informações e não precise perguntá-las antes iniciar o atendimento de fato.

2 - Diversifique seus canais e invista em autoatendimento

O autoatendimento tem se tornado muito popular nos últimos anos pela praticidade e redução de custos. É claro que alguns problemas demandam a intervenção de um agente para solução, mas, em muitos casos, o cliente consegue resolvê-los sozinhos, como a emissão de 2ª via de faturas, alteração de dados cadastrais, entre outros.

Também é importante diversificar seus canais de contato para não concentrar todos eles no telefone. As redes sociais despontam como um ótimo canal de atendimento, ao lado do WhatsApp e o já tradicional e-mail. Mas lembre-se: não basta apenas disponibilizar, é preciso que esses canais funcionem.

3 - Seus sistemas são eficientes?

Se os sistemas com os quais sua equipe de atendimento trabalha são lentos e de baixa usabilidade, não tem jeito, o tempo médio de atendimento certamente será alto. Se troca de telas, consulta e inserção de informações não fluírem bem, isso resultará num grande custo para sua empresa.

Invista em sistemas e conexões de qualidade, que sejam fáceis de usar e funcionem de forma rápida, e ofereça treinamento constante para seus funcionários. Também é importante que seus sistemas sejam integrados, para que a consulta de informações entre os setores seja rápida e efetiva.

4 - Transfira ligações perdidas para o mesmo agente

O call back é um sistema automatizado que liga novamente para o cliente quando a ligação cai. Certifique-se de que essas chamadas são mantidas com o mesmo agente de atendimento, para que a solução possa continuar do ponto em que foi interrompida. Se o call back transfere para um agente aleatório, o TMA será mais alto, afinal, o novo agente iniciará o atendimento do zero.

5 - Espalhe e incentive as boas práticas na empresa

Uma boa forma de conscientizar seus funcionários sobre a importância de reduzir o tempo médio de atendimento e como fazê-lo é divulgar as boas práticas daqueles que alcançam melhores resultados. Mais do que isso, oferecer benefícios para aqueles que atingem as metas de redução sem comprometer a qualidade do atendimento.

Outra técnica interessante é permitir que os funcionários ouçam seus próprios atendimentos, pois eles mesmos serão capazes de identificar os pontos a melhorar. Isso, aliado com treinamento de qualidade ajudará, a diminuir o TMA da sua empresa.

6 - Comece pelo recrutamento e seleção

Para conseguir manter um bom nível de tempo médio de atendimento é fundamental selecionar funcionários qualificados, que tenham capacidade de síntese e expressão para a função. Por isso, o setor de RH deve estar alinhado com essa estratégia a fim de selecionar agentes de atendimento de qualidade.

Nos processos seletivos, teste a objetividade dos funcionários nas respostas, a capacidade de argumentação e de esclarecimento de informações. Todas essas características são importantes para o perfil do atendente ideal.

E você? Conhece alguma outra dica para melhorar o tempo médio de atendimento? Já aplicou alguma delas e reduziu o seu TMA? Compartilhe com a gente nos comentários!

 

242 comentários

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