Sou da opini\u00e3o de que em tempo algum foi mais adequado empregar nos call centers profissionais mais velhos, ou seniores como se costuma agora chamar. Naturalmente aplica-se a todas as fun\u00e7\u00f5es no universo dos call centers mas aponto principalmente para os operadores. Pelas raz\u00f5es que passarei a explicar nas pr\u00f3ximas linhas.<\/p>\n\n\n\n
\u00c9 um dado adquirido que as novas tecnologias, atrav\u00e9s da automatiza\u00e7\u00e3o do atendimento e dos processos, retirou as transa\u00e7\u00f5es mais simples do contacto humano dos call centers. Os IVRs, apps e websites s\u00e3o hoje providos de uma pan\u00f3plia de solu\u00e7\u00f5es que v\u00e3o de simples regras e algoritmos a complexas formula\u00e7\u00f5es em intelig\u00eancia artificial.<\/p>\n\n\n\n
E estudos demonstram que a carga emocional nos contactos que chegam aos operadores atinge uma propor\u00e7\u00e3o elevada<\/p><\/blockquote>\n\n\n\n
Mas, apesar dos automatismos, bots e chatbots \u00e9 ainda muito significativo o tr\u00e1fego de voz. Esses contactos de viva voz geralmente s\u00e3o aqueles que a automatiza\u00e7\u00e3o n\u00e3o consegue resolver, por v\u00e1rios motivos. Desde a falha na automatiza\u00e7\u00e3o (por exemplo o operador virtual n\u00e3o conseguir entender o sotaque ou express\u00e3o de quem liga), a complexidade dos processos que\u00a0os torna dif\u00edceis de automatizar ou pode ser por uma elevada carga emocional e subjectiva que inviabiliza conversas com m\u00e1quinas. <\/span>Estudos demonstram que a carga emocional nos contactos que chegam aos operadores atinge uma propor\u00e7\u00e3o elevada, entre 40-50% dos casos, em m\u00e9dia, na globalidade da ind\u00fastria.<\/p>\n\n\n\n
A maturidade e o saber lidar melhor com situa\u00e7\u00f5es complexas de \u00e2mbito emocional \u00e9 um dos pontos fortes dos profissionais mais velhos<\/p><\/blockquote>\n\n\n\n
A maturidade e o saber lidar melhor com situa\u00e7\u00f5es complexas de \u00e2mbito emocional \u00e9 um dos pontos fortes dos profissionais mais velhos.<\/p>\n\n\n\n
Ainda mais em situa\u00e7\u00f5es que, geralmente,<\/span> comportam mais do que um motivo de contacto para ser resolvido, <\/span>e muito<\/span> possivelmente quem liga encontra-se numa faixa et\u00e1ria mais pr\u00f3xima dos operadores mais velhos. Ent\u00e3o<\/span>,<\/span> estamos a falar de duas pessoas que est\u00e3o habituadas a conversar<\/span>, de<\/span> viva voz, <\/span>e a<\/span> usar a voz para resolver as suas quest\u00f5es. Outros estudos apontam que esta gera\u00e7\u00e3o onde os profissionais mais velhos se enquadram (os chamados boomers) preferem usar o canal telef\u00f3nico. No m\u00e1ximo mandar um mail. As gera\u00e7\u00f5es seguintes foram migrando para as intera\u00e7\u00f5es atrav\u00e9s de canais n\u00e3o-voz (mail, <\/span>whatsapp<\/span> ou chat). De prefer\u00eancia que permitam intera\u00e7\u00f5es ass\u00edncronas.<\/span><\/p>\n\n\n\n
Uma quest\u00e3o que se costuma colocar \u00e9 relativa \u00e0 complexidade das ferramentas e sistemas de suporte. Se os casos s\u00e3o complexos de resolver, n\u00e3o \u00e9 prov\u00e1vel que se tenha de recorrer a v\u00e1rias ferramentas e sistemas que obrigam a destreza e literacia tecnol\u00f3gica. Considero tratar-se de uma falsa quest\u00e3o. Por um lado, como aconteceu com os interfaces do lado dos utilizadores, os interfaces do lado dos operadores s\u00e3o hoje muito amig\u00e1veis e simples de operar. Investiu-se muito em usabilidade, j\u00e1 n\u00e3o h\u00e1 ecr\u00e3s verdes com letras esquisitas e comandos de c\u00f3digo. Por outro lado a literacia tecnol\u00f3gica destes profissionais mais velhos geralmente est\u00e1 ao n\u00edvel das exig\u00eancias.<\/p>\n\n\n\n
Por fim, a fant\u00e1stica evolu\u00e7\u00e3o em termos de trabalho remoto (work from home) pode tamb\u00e9m ser favor\u00e1vel para estes profissionais e para as empresas que os integram nas suas opera\u00e7\u00f5es. O conforto que adv\u00e9m da n\u00e3o necessidade de comuta\u00e7\u00e3o f\u00edsica associada \u00e0 maturidade e responsabilidade que, geralmente, caracteriza estes profissionais pode ser muito interessante para todos.<\/p>\n\n\n\n
Empregar trabalhadores mais velhos nos call centers pode ser uma vantagem para todos: para o colaborador que tem a oportunidade de ver utilizados, reconhecidos e valorizados os seus skills e para<\/span> as empresas que podem ter uma <\/span>solu\u00e7\u00e3o adequada<\/span> para lidar com os tipos de chamadas que come\u00e7am a dominar os canais de voz (complexas e emocionais). E, acima de tudo, para o Cliente que <\/span>quer ser<\/span> atendido e entendido por um agente humano. Win-Win-Win. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"
Sou da opini\u00e3o de que em tempo algum foi mais adequado empregar nos call centers profissionais mais velhos, ou seniores como se costuma agora chamar. Naturalmente aplica-se a todas as fun\u00e7\u00f5es no universo dos call centers mas aponto principalmente para os operadores. Pelas raz\u00f5es que passarei a explicar nas pr\u00f3ximas linhas. \u00c9 um dado adquirido […]<\/p>\n","protected":false},"author":19,"featured_media":3569,"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":"0","ocean_second_sidebar":"0","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":"0","ocean_custom_header_template":"0","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":"0","ocean_menu_typo_font_family":"0","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":"0","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":"off","ocean_gallery_id":[],"footnotes":""},"categories":[79,71,46,102],"tags":[174,169,147],"class_list":["post-3556","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-pt-pt","category-contact-center-pt-pt","category-customer-experience-pt-pt","category-ladislau-batalha-pt-pt","tag-atendimento","tag-contact-center-pt-pt","tag-customer-experience","entry","has-media"],"acf":[],"yoast_head":"\n
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He is Senior executive with a 20+ solid international career developed in multinational companies, with significant achievements working in Customer Experience, Customer Relationship Management, Customer Care and Remote Sales (Telemarketing, Websales and Service to Sales). Entrepreneurial, proactive, creative and result-oriented with a long history of success in restructuring initiatives, building customer care support systems and processing optimization, conducted in Europe, the Middle East and South America. Considerable experience working in global and multicultural environments. Significant and relevant experience across several industries: Telecom, Banks, Insurance, Retail, Hospitality and Fintech. Extensive experience driving and implementing selfcare and automation strategies (chat, mail, site, IVR, smartphones) at Etisalat, T-Mobile International, ZON, Vodafone, Nextel and Teleperformance. Several individual and services awards in different categories and countries. Highlighting the World\u2019s Best Sales Service and the Best Customer Service in Europe and the World and Industry Champion in Brazil and Portugal by the ContactCenterWorld Association.\",\"sameAs\":[\"linkedin.com\/in\/ladislau-batalha-812218\"],\"url\":\"https:\/\/cxblog.com\/pt-pt\/author\/ladislaubatalha\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"O Call Center N\u00e3o \u00e9 Para os Mais Velhos? | CXBlog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/cxblog.com\/pt-pt\/o-call-center-nao-e-para-os-mais-velhos\/","og_locale":"pt_PT","og_type":"article","og_title":"O Call Center N\u00e3o \u00e9 Para os Mais Velhos?","og_description":"Sou da opini\u00e3o de que em tempo algum foi mais adequado empregar nos call centers profissionais mais velhos, ou seniores como se costuma agora chamar. 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He is Senior executive with a 20+ solid international career developed in multinational companies, with significant achievements working in Customer Experience, Customer Relationship Management, Customer Care and Remote Sales (Telemarketing, Websales and Service to Sales). Entrepreneurial, proactive, creative and result-oriented with a long history of success in restructuring initiatives, building customer care support systems and processing optimization, conducted in Europe, the Middle East and South America. Considerable experience working in global and multicultural environments. Significant and relevant experience across several industries: Telecom, Banks, Insurance, Retail, Hospitality and Fintech. Extensive experience driving and implementing selfcare and automation strategies (chat, mail, site, IVR, smartphones) at Etisalat, T-Mobile International, ZON, Vodafone, Nextel and Teleperformance. Several individual and services awards in different categories and countries. 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