El absentismo ha ido escalando como uno de los principales retos a los que se enfrentan las empresas en la actualidad. Este desaf\u00edo es mucho m\u00e1s exigente si pertenecen al sector del contact center, en el que las tasas de personas que no acuden al lugar de trabajo o acuden menos horas son mucho m\u00e1s elevadas. <\/p>\n\n\n\n
\nAs\u00ed, seg\u00fan la Asociaci\u00f3n CEX, la tasa de absentismo alcanz\u00f3 en 2023 el m\u00e1ximo hist\u00f3rico, un 14,63%, dato que supone un 2,15% m\u00e1s que el a\u00f1o anterior y que duplica la tasa promedio del sector servicios en Espa\u00f1a (6,2%, seg\u00fan Randstad Research). <\/p>\n<\/blockquote>\n\n\n\n
Este informe revela tambi\u00e9n que esta cifra asciende hasta el 16,15% en Cantabria, comunidad aut\u00f3noma donde trabajamos, y que es mayor en el sector de las telecomunicaciones, en el que principalmente se encuentra nuestra cartera de clientes. <\/p>\n\n\n\n
Con el objetivo de hacer descender estos porcentajes, hemos puesto en marcha diferentes medidas transversales en las que estamos implicados todas las \u00e1reas de la organizaci\u00f3n, desde los agentes hasta la direcci\u00f3n pasando por \u00e1reas como Calidad, Recursos Humanos o Reporting, entre otros. <\/p>\n\n\n\n
La primera de ellas, un an\u00e1lisis en profundidad de los datos que tenemos a nuestra disposici\u00f3n para extraer cu\u00e1les son las causas, perfiles, departamentos y periodos que m\u00e1s frecuentemente son generadores de absentismo. <\/p>\n\n\n\n
A partir de ah\u00ed, aplicamos la segunda de las medidas: la generaci\u00f3n de un plan que implica tanto al equipo directivo como al comit\u00e9 de empresa y a todas las personas del equipo. Con el paso del tiempo, se ha materializado en comunicaciones directas y la escucha activa de las personas para, a partir de ah\u00ed, continuar evaluando los n\u00fameros. <\/p>\n\n\n\n
Me gustar\u00eda puntualizar que la autocr\u00edtica tambi\u00e9n es un aspecto fundamental a la hora de valorar el porqu\u00e9 de las tasas de absentismo, que dependen, en gran medida, de nuestros empleados, pero tambi\u00e9n de las condiciones que les ofrecemos. <\/p>\n\n\n\n
\nEvaluar el entorno de trabajo, el compa\u00f1erismo, en definitiva, comprobar si las personas ocupan el centro de nuestras decisiones tendr\u00e1 un papel clave en la reducci\u00f3n de los n\u00fameros que nos ocupan. <\/p>\n<\/blockquote>\n\n\n\n
De esta forma, mejorar\u00e1 el ambiente laboral y el compromiso con la compa\u00f1\u00eda. En cualquier caso, la puesta en valor de la persona empleada es fundamental para que decida comprometerse con nosotros.\u00a0<\/p>\n\n\n\n
Y esta pr\u00e1ctica debe ser integral y aplicarse desde la selecci\u00f3n de personal y el aterrizaje en la empresa hasta la persona con m\u00e1s experiencia del equipo. Ofrecer, por tanto, una experiencia inmersiva desde los inicios ser\u00e1 fundamental para que la concienciaci\u00f3n sobre la reducci\u00f3n del absentismo impregne a todo el personal. <\/p>\n\n\n\n
Con todo, est\u00e1 claro que el contact center es un motor de la econom\u00eda regional y nacional atendiendo a niveles de facturaci\u00f3n y empleo, por lo que, todos los actores implicados debemos cuidarlo, valorarlo y potenciarlo. <\/p>\n","protected":false},"excerpt":{"rendered":"
El absentismo ha ido escalando como uno de los principales retos a los que se enfrentan las empresas en la actualidad. Este desaf\u00edo es mucho m\u00e1s exigente si pertenecen al sector del contact center, en el que las tasas de personas que no acuden al lugar de trabajo o acuden menos horas son mucho m\u00e1s […]<\/p>\n","protected":false},"author":210,"featured_media":11809,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"","ocean_second_sidebar":"","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"","ocean_custom_header_template":"","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"","ocean_menu_typo_font_family":"","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[587,123],"tags":[],"class_list":["post-11808","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-alejandro-gonzalez-bedoya-es","category-contact-center-es","entry","has-media"],"acf":[],"yoast_head":"\n
Absentismo en el contact center: entender, abordar y divulgar\u00a0 | CXBlog<\/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:\/\/cxblog.com\/es\/absentismo-en-el-contact-center-entender-abordar-y-divulgar\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Absentismo en el contact center: entender, abordar y divulgar\u00a0\" \/>\n<meta property=\"og:description\" content=\"El absentismo ha ido escalando como uno de los principales retos a los que se enfrentan las empresas en la actualidad. 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Bedoya\"},\"description\":\"Profesional de las Telecomunicaciones y Contact Center desde hace m\u00e1s de 20 a\u00f1os, cuando su vida dio un giro inesperado que le llev\u00f3 a transitar de sus estudios de Ingenier\u00eda T\u00e9cnica Industrial al entorno Contact Center, arrancando su trayectoria profesional como Teleoperador. 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Blog"},"image":{"@id":"https:\/\/cxblog.com\/es\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/cxblog.com\/es\/#\/schema\/person\/5de6d29bd86dadb1588d572bb2444665","name":"Alejandro Gonz\u00e1lez Bedoya","image":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/cxblog.com\/es\/#\/schema\/person\/image\/","url":"https:\/\/cxblog.com\/wp-content\/uploads\/2023\/07\/Alejandro-Gonzalez-Bedoya-96x96.jpg","contentUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2023\/07\/Alejandro-Gonzalez-Bedoya-96x96.jpg","caption":"Alejandro Gonz\u00e1lez Bedoya"},"description":"Profesional de las Telecomunicaciones y Contact Center desde hace m\u00e1s de 20 a\u00f1os, cuando su vida dio un giro inesperado que le llev\u00f3 a transitar de sus estudios de Ingenier\u00eda T\u00e9cnica Industrial al entorno Contact Center, arrancando su trayectoria profesional como Teleoperador. Desarroll\u00e1ndose en las diferentes posiciones de gesti\u00f3n de un Contact Center y dotado de una curiosidad e inquietud innata, evolucion\u00f3 hasta la Direcci\u00f3n General de Stream Mobile, haciendo gala de un carism\u00e1tico liderazgo y una gesti\u00f3n impecable. La experiencia adquirida, junto con un conocimiento profundo del sector, germinaron en la creaci\u00f3n de Ada360 Consulting Services, consultor\u00eda para el seguimiento, an\u00e1lisis y mejora de procesos en centros de servicios al Cliente.\u202f De mente \u00e1gil, con gran capacidad para la comunicaci\u00f3n, le gusta mostrarse cercano y hacer que las cosas sucedan con la mayor naturalidad posible. Hablamos de un l\u00edder que basa sus relaciones con las personas en la Transparencia y la Honestidad. De un estratega, con gran visi\u00f3n empresarial, en cuyas manos los proyectos solo pueden tomar el camino del \u00e9xito.","sameAs":["https:\/\/www.linkedin.com\/in\/alejandro-gonzlez-bedoya\/"],"url":"https:\/\/cxblog.com\/es\/author\/alejandro_gonzalez_bedoya\/"}]}},"_links":{"self":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts\/11808","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/users\/210"}],"replies":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/comments?post=11808"}],"version-history":[{"count":0,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts\/11808\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/media\/11809"}],"wp:attachment":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/media?parent=11808"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/categories?post=11808"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/tags?post=11808"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}