{"id":6234,"date":"2022-04-05T18:18:00","date_gmt":"2022-04-05T18:18:00","guid":{"rendered":"https:\/\/www.callrevu.com\/2022\/04\/05\/call-monitoring-alerts-best-practices\/"},"modified":"2024-06-25T01:22:48","modified_gmt":"2024-06-25T05:22:48","slug":"call-monitoring-alerts-best-practices","status":"publish","type":"post","link":"https:\/\/www.callrevu.com\/fr\/2022\/04\/05\/call-monitoring-alerts-best-practices\/","title":{"rendered":"Alertes de surveillance des appels : une courte liste de bonnes pratiques"},"content":{"rendered":"

Les alertes ne sont pas universelles. Si vous voulez vraiment maximiser le potentiel de votre t\u00e9l\u00e9phone, vous devriez avoir un plan de communication document\u00e9. Concevez votre \u00e9quipe pour avoir les meilleures ressources \u00e0 port\u00e9e de main pour g\u00e9rer les alertes. Bien que nous aimerions vous dire que les alertes sont une bonne chose (et elles le sont !), c'est g\u00e9n\u00e9ralement votre deuxi\u00e8me occasion de gagner un client, vous voulez donc que cela se d\u00e9roule sans probl\u00e8me.<\/span><\/h2>\n
par Dave Purgason<\/strong><\/strong><\/strong><\/div>\n
<\/div>\n
\n

L'une des grandes forces de la technologie r\u00e9side dans les possibilit\u00e9s d'automatisation, qui \u00e9liminent les t\u00e2ches r\u00e9p\u00e9titives et nous permettent, \u00e0 nous, humains, de nous concentrer sur ce que nous faisons le mieux. Nombreuses sont ces capacit\u00e9s d'automatisation qui se pr\u00e9sentent sous forme d'alertes. Par exemple, vous pourriez \u00eatre averti lorsque vos syst\u00e8mes ne fonctionnent pas correctement, ou recevoir une alerte lorsque vous manquez une opportunit\u00e9 de vente (oui, c'est tout \u00e0 fait possible).<\/p>\n

Si vous avez d\u00e9j\u00e0 eu un smartphone, vous savez ce qu\u2019il advient des alertes : elles s\u2019accumulent rapidement et il est facile de s\u2019en d\u00e9sensibiliser. Avec les alertes de surveillance des appels, la m\u00eame chose peut se produire. Voici quelques bonnes pratiques pour vous assurer que vos alertes vous alertent r\u00e9ellement.<\/p>\n

Assurez-vous que votre liste de destinataires est \u00e0 jour et organis\u00e9e.<\/h2>\n

Cela peut rapidement devenir une t\u00e2che fastidieuse, mais il est absolument essentiel de savoir qui re\u00e7oit quelles alertes. Les changements sur le lieu de travail tels que l'attrition, les changements de r\u00f4le, l'expansion des magasins et m\u00eame les modifications de votre \u00e9cosyst\u00e8me technologique peuvent rapidement modifier votre liste de destinataires. Si vous voulez vraiment que les alertes soient suivies d'actions (et c'est ce que vous voulez !), assurez-vous d'avoir une liste actualis\u00e9e et organis\u00e9e.<\/p>\n

C'est aussi important pour des raisons de s\u00e9curit\u00e9 que vous mettiez \u00e0 jour cette liste fr\u00e9quemment pour \u00e9liminer toute violation d'informations.<\/p>\n

2. Avoir un plan pour la sensibilisation apr\u00e8s la notification.<\/h2>\n

Les alertes ne sont pas universelles. Si vous voulez vraiment maximiser le potentiel de votre t\u00e9l\u00e9phone, vous devriez avoir un plan de communication document\u00e9. Concevez votre \u00e9quipe pour avoir les meilleures ressources \u00e0 port\u00e9e de main pour g\u00e9rer les alertes. Bien que nous aimerions vous dire que les alertes sont une bonne chose (et elles le sont !), c'est g\u00e9n\u00e9ralement votre deuxi\u00e8me occasion de gagner un client, vous voulez donc que cela se d\u00e9roule sans probl\u00e8me.<\/p>\n

    \n
  1. Identifier la personne qui assure le suivi et clarifier son r\u00f4le. Informer cette personne des attentes concernant les d\u00e9lais de suivi, les attentes concernant les offres et les r\u00e9sultats escompt\u00e9s.<\/li>\n
  2. Fournissez des scripts et des conseils utiles pour traiter avec ce client sp\u00e9cifique. A-t-il rencontr\u00e9 un probl\u00e8me de service ? Ou peut-\u00eatre a-t-il eu une mauvaise exp\u00e9rience lors de son appel. Dans tous les cas, pr\u00e9parez votre membre du personnel \u00e0 l'avance pour augmenter les chances de succ\u00e8s.<\/li>\n
  3. Fournir des ressources sur la mani\u00e8re de g\u00e9rer les appels mal g\u00e9r\u00e9s. Lorsque les appels se passent mal, vous voulez vous pr\u00e9parer autant que possible. Pourquoi de nombreux appels sont-ils mal g\u00e9r\u00e9s ? Quelles en sont les causes ? Comment pouvez-vous aider \u00e0 orienter la situation vers le succ\u00e8s ?<\/li>\n<\/ol>\n

    3. Enregistrez tous les d\u00e9tails de l'appel dans votre CRM.<\/h2>\n

    Nous ne pouvons pas assez insister sur ce point. Votre CRM existe pour servir de vue d'ensemble du client. Si vous n'enregistrez pas les d\u00e9tails de vos appels, cette interaction est perdue pour le prochain membre du personnel qui s'occupera du client. Le client devient alors frustr\u00e9 de devoir r\u00e9p\u00e9ter les conversations. Les alertes ne fonctionnent que si vous disposez d'un historique personnalis\u00e9 et fonctionnel de chaque interaction client. Assurez-vous que tous les d\u00e9tails des appels, y compris la conversation t\u00e9l\u00e9phonique initiale, sont enregistr\u00e9s pour le prochain membre du personnel.<\/p>\n

    Certains syst\u00e8mes de surveillance d'appels intelligents s'int\u00e8grent \u00e0 votre CRM, enregistrant automatiquement les d\u00e9tails des appels, avec des transcriptions et des r\u00e9sum\u00e9s d'appels, pour \u00e9liminer la saisie manuelle tout en garantissant la mise \u00e0 jour de vos donn\u00e9es client.<\/p>\n

    4. Revenir avec une formation bas\u00e9e sur ce qui a mal tourn\u00e9.<\/h2>\n

    Vous avez \u00e9t\u00e9 alert\u00e9 ! Et maintenant ? Les appels mal g\u00e9r\u00e9s arrivent pour une raison. Essayer simplement de rem\u00e9dier \u00e0 une interaction client ne suffit pas, vous devez am\u00e9liorer vos processus. Posez-vous ces questions.<\/p>\n

      \n
    1. L'appel mal g\u00e9r\u00e9 \u00e9tait-il un incident isol\u00e9 ou une indication d'une tendance plus large ?<\/li>\n
    2. Si c'est le r\u00e9sultat d'une situation unique, fournissez une formation suppl\u00e9mentaire personnalis\u00e9e au membre du personnel pour l'aider \u00e0 pr\u00e9venir de futurs probl\u00e8mes.<\/li>\n
    3. Si l'appel indique que de nombreux appels sont mal g\u00e9r\u00e9s pour une raison unique, dispensez une formation suppl\u00e9mentaire \u00e0 l'ensemble du personnel pour aider votre \u00e9quipe \u00e0 s'am\u00e9liorer collectivement.<\/li>\n
    4. Utilisez toujours un coaching individualis\u00e9 et revoyez les transcriptions pour comprendre comment les appels r\u00e9els \u00e9chouent.<\/li>\n<\/ol>\n

      Les alertes ne sont pas l\u00e0 pour punir, mais pour vous aider \u00e0 progresser sur la voie continue de l'am\u00e9lioration. Voyez chaque alerte comme une opportunit\u00e9 et vous continuerez \u00e0 fournir un service client de premi\u00e8re qualit\u00e9.<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

      Les alertes ne sont pas universelles. Si vous voulez vraiment maximiser le potentiel de votre t\u00e9l\u00e9phone, vous devriez avoir un plan de communication document\u00e9. Concevez votre \u00e9quipe pour avoir les meilleures ressources \u00e0 port\u00e9e de main pour g\u00e9rer les alertes. Bien que nous aimerions vous dire que les alertes sont une bonne chose (et elles le sont !), c'est g\u00e9n\u00e9ralement votre deuxi\u00e8me occasion de gagner un client, vous voulez donc que cela se d\u00e9roule sans probl\u00e8me.<\/p>","protected":false},"author":9,"featured_media":3730,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[113],"tags":[],"class_list":["post-6234","post","type-post","status-publish","format-standard","has-post-thumbnail","category-call-monitoring"],"yoast_head":"\nCall Monitoring Alerts: A Quick Best Practice List<\/title>\n<meta name=\"description\" content=\"Here are a few best practices to ensure your alerts are actually, you know, alerting you.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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