Durante muitos anos and\u00e1mos preocupados em formar as nossas equipas em todas as componentes t\u00e9cnicas: t\u00e9cnicas de atendimento, t\u00e9cnicas de apresenta\u00e7\u00e3o, t\u00e9cnicas de venda, t\u00e9cnicas de qualquer coisa… Depois t\u00ednhamos de os ensinar a trabalhar nos nossos sistemas, v\u00e1rias ferramentas inform\u00e1ticas, CRM\u00b4s, Script, etc. Havia ainda as regras da empresa, sistemas de picagem de ponto, regras de conduta, justifica\u00e7\u00e3o de faltas, marca\u00e7\u00e3o de f\u00e9rias. Enfim, uma pan\u00f3plia de informa\u00e7\u00e3o injetada em poucos dias.<\/p>\n\n\n\n
Tecnicamente est\u00e3o aptos a ir para o telefone atender as primeiras chamadas ao fim de pouco tempo.<\/p>\n\n\n\n
A vis\u00e3o do emprego para a vida e a capacidade de \u201caturar\u201d tudo j\u00e1 n\u00e3o s\u00e3o caracter\u00edsticas da atualidade<\/p><\/blockquote>\n\n\n\n
No campo das vendas, do Customer Experience h\u00e1 muito se percebeu que tudo isto n\u00e3o chega e que temos de adicionar forma\u00e7\u00e3o comportamental, cria\u00e7\u00e3o de empatia, dete\u00e7\u00e3o de necessidades, capacidade de resolu\u00e7\u00e3o de problemas, proatividade.<\/p>\n\n\n\n
O caminho tem sido o correto, pois se queremos vender, fidelizar clientes e criar valor s\u00f3 as t\u00e9cnicas iniciais n\u00e3o chegam.<\/p>\n\n\n\n
Mas ser\u00e1 que temos olhado s\u00f3 para os clientes? Ou tem faltado a pe\u00e7a chave?<\/p>\n\n\n\n
Em in\u00fameros f\u00f3runs se fala da rotatividade, dificuldades no recrutamento e taxas de absentismo altas. Nos \u00faltimos anos a aposta tem sido nos planos de incentivo, em melhorar as condi\u00e7\u00f5es de trabalho e at\u00e9 aumentar sal\u00e1rios. Mais uma vez acho que s\u00e3o caminhos corretos. Mas ser\u00e3o suficientes? Ou ser\u00e1 que as gera\u00e7\u00f5es est\u00e3o a mudar e n\u00e3o est\u00e3o simplesmente preparadas para as dificuldades do mercado de trabalho, para o stress di\u00e1rio, para a press\u00e3o dos n\u00fameros? N\u00e3o est\u00e3o pura e simplesmente para isso?<\/p>\n\n\n\n
Teletrabalho em Contact Center j\u00e1 \u00e9 uma realidade em muitas empresas, sobretudo hoje em dia com sistemas inform\u00e1ticos mais flex\u00edveis e descentralizados<\/p><\/blockquote>\n\n\n\n
A vis\u00e3o do emprego para a vida e a capacidade de \u201caturar\u201d tudo j\u00e1 n\u00e3o s\u00e3o caracter\u00edsticas da atualidade.<\/p>\n\n\n\n
Como vamos combater esta nova realidade?<\/p>\n\n\n\n
Come\u00e7ar por perceber bem o que valorizam as nossas equipas. Mais do que ganharem mais, terem planos de incentivos aliciantes, valorizam trabalhos flex\u00edveis, valorizam trabalhar a partir de casa alguns dias por m\u00eas, valorizam experi\u00eancias como est\u00e1gios noutras \u00e1reas.<\/p>\n\n\n\n
Teletrabalho em Contact Center j\u00e1 \u00e9 uma realidade em muitas empresas, sobretudo hoje em dia com sistemas inform\u00e1ticos mais flex\u00edveis e descentralizados. Ainda podemos reduzir custos com espa\u00e7os f\u00edsicos.<\/p>\n\n\n\n
A par disto, as nossas \u201cacademias de forma\u00e7\u00e3o\u201d devem apostar em cursos de gest\u00e3o de stress, gest\u00e3o de tempo, como conciliar vida laboral e pessoal, como atender clientes exigentes, que reclamam, que falam mal. E o plano de forma\u00e7\u00e3o tem de ser evolutivo e personalizado, n\u00e3o pode ser um manual \u201cchapa 5\u201d para todos.<\/p>\n\n\n\n
Bem sei que o tema n\u00e3o \u00e9 novo, mas ainda \u00e9 dif\u00edcil p\u00f4-lo em pr\u00e1tica e n\u00e3o vemos muitas empresas totalmente focadas nos seus colaboradores. E n\u00e3o falo s\u00f3 do sector de Contact Centers, falo das empresas em geral. Afinal, os colaboradores s\u00e3o o Ouro de qualquer empresa.<\/p>\n\n\n\n
O Richard Branson tem uma das frases que mais gosto: \u201cClients do not come first. Employees come first. If you take care of your employees, they will take care of the clients\u201d<\/p>\n\n\n\n
Simples, n\u00e3o \u00e9?<\/p>\n","protected":false},"excerpt":{"rendered":"
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O Ouro dos Contact Centers, o Ouro das Empresas em Geral | 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\/pt-pt\/o-ouro-dos-contact-centers-o-ouro-das-empresas-em-geral\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"O Ouro dos Contact Centers, o Ouro das Empresas em Geral\" \/>\n<meta property=\"og:description\" content=\"Durante muitos anos and\u00e1mos preocupados em formar as nossas equipas em todas as componentes t\u00e9cnicas: t\u00e9cnicas de atendimento, t\u00e9cnicas de apresenta\u00e7\u00e3o, t\u00e9cnicas de venda, t\u00e9cnicas de qualquer coisa… Depois t\u00ednhamos de os ensinar a trabalhar nos nossos sistemas, v\u00e1rias ferramentas inform\u00e1ticas, CRM\u00b4s, Script, etc. Havia ainda as regras da empresa, sistemas de picagem de 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