{"id":2286,"date":"2022-03-10T10:45:12","date_gmt":"2022-03-10T09:45:12","guid":{"rendered":"https:\/\/consultingc3blog.com\/?p=2286"},"modified":"2023-06-07T10:16:15","modified_gmt":"2023-06-07T10:16:15","slug":"el-papel-de-las-auditorias-en-el-sector-contact-center","status":"publish","type":"post","link":"https:\/\/www.consultingc3.com\/blog\/el-papel-de-las-auditorias-en-el-sector-contact-center\/","title":{"rendered":"El papel de las auditor\u00edas en el sector Contact Center"},"content":{"rendered":"\n<p>En un entorno actual en el que cobra tanta importancia la<strong>&nbsp;calidad&nbsp;<\/strong>en la&nbsp;<strong>experiencia de cliente<\/strong>, la necesidad de medici\u00f3n por parte de las empresas resulta imprescindible para obtener un punto de partida sobre el que actuar.<\/p>\n\n\n\n<p>Tan importante resulta&nbsp;conocer la calidad del servicio&nbsp;que se ofrece, como analizar y procesar dicha informaci\u00f3n para&nbsp;<strong>generar el cambio<\/strong>.<\/p>\n\n\n\n<p>La&nbsp;<strong>auditor\u00eda<\/strong>&nbsp;se convierte en un servicio que cobra vital importancia en el sector del&nbsp;<strong>Contact Center<\/strong>, donde el habitual contacto con el cliente en servicios de atenci\u00f3n, postventa o fidelizaci\u00f3n debe de ser medido, procesado y evaluado.<\/p>\n\n\n\n<p>En funci\u00f3n de las necesidades concretas de cada cliente, cu\u00e1l sea su escenario y punto de partida, desde Consulting C3 a trav\u00e9s del servicio en&nbsp;<strong>consultor\u00eda de experiencia de cliente<\/strong>, acompa\u00f1amos a nuestros clientes hasta la implantaci\u00f3n de soluciones que aporten valor para ellos y sus clientes. Analizamos y evaluamos los procesos de Customer Service on y off line para&nbsp;optimizarlos, simplificarlos, mejorar la conversi\u00f3n, fidelizar y retener, cubriendo el&nbsp;pasillo de cliente&nbsp;en todos sus puntos y momentos de la verdad. Buscamos&nbsp;reducir el coste y mejorar el Customer Experience&nbsp;con&nbsp;recomendaciones (t\u00e9cnicas, organizativas y humanas)&nbsp;y creaci\u00f3n de un&nbsp;plan conjunto&nbsp;para conseguir los objetivos de&nbsp;optimizaci\u00f3n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>La relevancia del control en las t\u00e9cnicas de evaluaci\u00f3n<\/em><\/strong><\/h3>\n\n\n\n<p>Basamos nuestra&nbsp;<strong>experiencia como auditores<\/strong>&nbsp;en el control de las diferentes t\u00e9cnicas de evaluaci\u00f3n: desde&nbsp;encuestas telef\u00f3nicas, v\u00eda SMS o email para conocer el nivel de satisfacci\u00f3n sobre el servicio ofrecido, a escuchas de&nbsp;grabaciones de clientes&nbsp;en los que analizamos el nivel de calidad del servicio ofrecido por los agentes.<\/p>\n\n\n\n<p>El&nbsp;cliente misterioso&nbsp;contin\u00faa siendo una de las t\u00e9cnicas m\u00e1s fiables para extraer informaci\u00f3n de calidad sobre el servicio prestado, gracias al desconocimiento de evaluaci\u00f3n por parte del agente.<\/p>\n\n\n\n<p>Tambi\u00e9n somos conscientes de la importancia que la transformaci\u00f3n digital est\u00e1 teniendo en las compa\u00f1\u00edas, por lo que&nbsp;auditar la escucha en redes sociales&nbsp;se ha convertido en un servicio imprescindible para conocer qu\u00e9 opina el cliente a trav\u00e9s de estos medios. \u00bfC\u00f3mo valora mi servicio?, \u00bfMe recomienda?, \u00bfQu\u00e9 carencias observa?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><em>La herramienta de <\/em><\/strong><strong>mayor valor en experiencia de cliente: El informe de conclusiones<\/strong><\/h3>\n\n\n\n<p>Si hay un aspecto importante en&nbsp;<strong>auditor\u00eda de medici\u00f3n de la experiencia de cliente<\/strong>, es la capacidad de analizar y procesar la informaci\u00f3n para extraer conclusiones relevantes del servicio ofrecido.<\/p>\n\n\n\n<p>Nuestros&nbsp;<strong>programas de medici\u00f3n y mejora de la calidad de servicio<\/strong>&nbsp;incluyen un valioso informe de conclusiones que recoge los datos cuantitativos y cualitativos detectados, as\u00ed como propuestas de mejora para la correcci\u00f3n de desviaciones. Adem\u00e1s, realizamos un acompa\u00f1amiento durante los meses consecutivos para evaluar que los cambios se implementan de forma correcta.<\/p>\n\n\n\n<p>Si est\u00e1s interesad@ en recibir m\u00e1s informaci\u00f3n sobre nuestro servicio de auditor\u00edas env\u00edanos un mail a&nbsp;<a href=\"http:\/\/www.consultingc3.com\">info@consultingc3.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En un entorno actual en el que cobra tanta importancia la&nbsp;calidad&nbsp;en la&nbsp;experiencia de cliente, la necesidad de medici\u00f3n por parte de las empresas resulta imprescindible para obtener un punto de partida sobre el que actuar. Tan importante resulta&nbsp;conocer la calidad del servicio&nbsp;que se ofrece, como analizar y procesar dicha informaci\u00f3n para&nbsp;generar el cambio. La&nbsp;auditor\u00eda&nbsp;se convierte [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":2290,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-2286","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>El papel de las auditor\u00edas en el sector Contact Center - Noticias de Consultor\u00eda<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.consultingc3.com\/blog\/el-papel-de-las-auditorias-en-el-sector-contact-center\/\" \/>\r\n<meta property=\"og:locale\" content=\"es_ES\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"El papel de las auditor\u00edas en el sector Contact Center - Noticias de Consultor\u00eda\" \/>\r\n<meta property=\"og:description\" content=\"En un entorno actual en el que cobra tanta importancia la&nbsp;calidad&nbsp;en la&nbsp;experiencia de cliente, la necesidad de medici\u00f3n por parte de las empresas resulta imprescindible para obtener un punto de partida sobre el que actuar. 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