{"id":230899,"date":"2024-07-26T18:28:28","date_gmt":"2024-07-26T16:28:28","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/raportarea-centrelor-de-apel-ghidul-dvs-definitoriu-2024\/"},"modified":"2024-10-18T19:09:40","modified_gmt":"2024-10-18T17:09:40","slug":"raportarea-centrelor-de-apel-ghidul-dvs-definitoriu-2024","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/raportarea-centrelor-de-apel-ghidul-dvs-definitoriu-2024\/","title":{"rendered":"Raportarea centrelor de apel: Ghidul dvs. definitoriu (2026)"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-text-align-left has-black-color has-text-color\" id=\"call-center-reporting-the-definitive-guide-2021-1\">Raportarea Call Center: Ghidul dvs. definitoriu (2025)<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">CONTACT V\u00c2NZ\u0102RI<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">\u00ceNCEARC\u0102 GRATUIT<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png\" alt=\"\" class=\"wp-image-203343\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">C\u00e2t timp vor a\u0219tepta apelan\u021bii \u00een coada de a\u0219teptare \u00eenainte de a \u00eenchide?\nC\u00e2t de des sunt rezolvate solicit\u0103rile lor din prima?\nC\u00e2t de mul\u021bumi\u021bi sunt ace\u0219tia, \u00een general, de serviciile oferite de centrul dvs. de apeluri?\nRaportarea centrului de apeluri poate oferi toate aceste r\u0103spunsuri \u0219i chiar mai mult.   <\/p>\n\n\n\n<p>Pentru a lua ca exemplu rata de rezolvare a primului apel, valoarea de referin\u021b\u0103 global\u0103 este de <a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">70-75%<\/a>.\nA\u0219adar, centrul dvs. de apeluri este pe m\u0103sur\u0103 \u0219i ce trebuie s\u0103 face\u021bi dac\u0103 nu \u0219ti\u021bi? <\/p>\n\n\n\n<p>Este vital s\u0103 urm\u0103ri\u021bi performan\u021ba call center-ului t\u0103u.\nNu pute\u021bi \u00eembun\u0103t\u0103\u021bi ceea ce nu pute\u021bi m\u0103sura, a\u0219a c\u0103 preg\u0103ti\u021bi-v\u0103 pentru o scufundare ad\u00e2nc\u0103 \u00een interiorul \u0219i exteriorul raport\u0103rii centrului de apeluri, care v\u0103 va ajuta s\u0103 o face\u021bi corect. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Principalele concluzii:  <\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rapoartele eficiente ale centrelor de apel sunt o component\u0103 cheie a succesului.\nConcentreaz\u0103-te pe prioritizarea KPI, stabilirea de repere, considera\u021bii holistice \u0219i stabilirea de obiective pentru \u00eembun\u0103t\u0103\u021birea continu\u0103. <\/li>\n\n\n\n<li>KPI-urile de afaceri, clien\u021bi \u0219i procese au un impact asupra vizibilit\u0103\u021bii, coeziunii echipei \u0219i satisfac\u021biei clien\u021bilor, precum \u0219i asupra eficien\u021bei opera\u021bionale.<\/li>\n\n\n\n<li>Solu\u021biile de raportare pentru centrele de contact precum CloudTalk simplific\u0103 raportarea cu metrici, panouri de control \u0219i informa\u021bii \u00een timp real.\nAcest lucru cre\u0219te eficien\u021ba centrului de apeluri prin date complete, ajut\u00e2nd la luarea deciziilor \u00een cuno\u0219tin\u021b\u0103 de cauz\u0103. <\/li>\n\n\n\n<li>Perfec\u021bionarea continu\u0103, de la rapoartele alfa la testarea utilizatorului final, asigur\u0103 adaptabilitatea la schimb\u0103rile din industrie.\nRezult\u0103 date relevante pentru un proces decizional agil \u0219i eficient. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-is-call-center-reporting\">Ce este raportarea Call Center?<\/h2>\n\n\n\n<p>Call center reporting\u2014or contact center reporting for those of you with diverse communication channels\u2014is the process of transforming raw data (real-time and historical) into actionable insights. Those insights are presented as easy-to-understand call or contact center reports,\u00a0 often focused on Key Performance Indicators (KPIs). The goal is to boost customer experience and agent performance.<br\/>Commonly tracked data streams include those from your Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and <a href=\"https:\/\/test-staging.cloudtalk.io\/call-center-workforce-management-solution\/\">Workforce Management System<\/a> (WFM).<\/p>\n\n\n\n<p>Odat\u0103 ce aceste puncte de date au fost colectate, ele pot fi organizate \u0219i clasificate \u00een KPI-uri.\nMai jos vom prezenta c\u00e2teva exemple de KPI de urm\u0103rit ca parte a raport\u0103rii centrului dvs. de apeluri sau de contact. <\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Descoperi\u021bi caracteristicile obligatorii pentru call center-ul dvs.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"642\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-Must-have-features.svg\" alt=\"\" class=\"wp-image-177200\"\/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=174943\/\">Cite\u0219te gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"call-center-reporting-kpis\">Rapoarte KPI pentru call center<\/h2>\n\n\n\n<p>The most useful call center report is one that\u2019s customized to <em>your<\/em> call or contact center. It should provide insights into what <em>you<\/em> know to be the most important indicators of success and high performance for your business.\u00a0<br\/>Let\u2019s take a look at some KPIs you might choose to build your <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/software-de-call-center-cu-statistici\/\">call center analytics<\/a> and reporting around:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"business-critical-kpis\"><strong>KPI esen\u021biali pentru afaceri<\/strong><\/h3>\n\n\n\n<p>Nu sunt to\u021bi indicatorii KPI &#8222;esen\u021biali pentru afaceri&#8221;?, v\u0103 auzim \u00eentreb\u00e2nd. Ei bine, da. Cu toate acestea, ace\u0219tia sunt indicatorii care v\u0103 pot oferi o vedere de sus \u00een jos, la 360 de grade, a opera\u021biunilor dumneavoastr\u0103. Spre deosebire de cei care sap\u0103 un pic mai ad\u00e2nc \u00een detalii.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Scorul Net Promoter (NPS)<\/h4>\n\n\n\n<p>Similar cu Satisfac\u021bia clien\u021bilor (CSAT), aceast\u0103 m\u0103sur\u0103 \u00eencearc\u0103 s\u0103 evalueze fericirea clien\u021bilor dumneavoastr\u0103.\nCu toate acestea, NPS are o \u00eentors\u0103tur\u0103 centrat\u0103 pe afaceri: m\u0103soar\u0103 probabilitatea ca clien\u021bii dvs. s\u0103 recomande produsul dvs. altcuiva.   <\/p>\n\n\n\n<p><strong>De ce este acest lucru important?<\/strong> Pentru c\u0103 un num\u0103r mare se traduce printr-o vizibilitate mai mare pentru produsul dvs. <br\/><strong>Referin\u021b\u0103 global\u0103: <\/strong>Variaz\u0103 semnificativ \u00eentre industrii<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Rata medie de rota\u021bie a personalului<\/h4>\n\n\n\n<p>Acest parametru cuantific\u0103 rata fluctua\u021biei de personal \u00een r\u00e2ndul agen\u021bilor centrului dvs. de apeluri.\nCall center-urile au o reputa\u021bie proast\u0103 pentru fluctua\u021bia ridicat\u0103 a personalului, dar nu trebuie s\u0103 fie a\u0219a \u0219i pentru opera\u021biunea dvs.   <br\/><strong>De ce este important acest lucru?  <\/strong>Pun\u00e2nd accentul pe coeziunea \u00een cadrul echipei, ve\u021bi reduce fluctua\u021bia de personal \u0219i ve\u021bi cre\u0219te eficien\u021ba.<\/p>\n\n\n\n<p>Totu\u0219i, \u00eenainte de a \u00eembun\u0103t\u0103\u021bi cifra de afaceri, trebuie s\u0103 \u0219ti\u021bi unde v\u0103 afla\u021bi.\nAici intervin rapoartele de gestionare a centrelor de apel axate pe rata de rota\u021bie. <\/p>\n\n\n\n<p><strong>Referin\u021b\u0103 global\u0103: <\/strong><a href=\"https:\/\/www.observe.ai\/blog\/the-big-list-of-contact-center-interactions-and-kpis\" target=\"_blank\" rel=\"noopener\">Mai pu\u021bin de 37%<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Cost per contact<\/h4>\n\n\n\n<p>A\u021bi putea spune c\u0103 nu pute\u021bi pune un pre\u021b pe un serviciu clien\u021bi excep\u021bional.\nCeea ce pute\u021bi face, \u00eens\u0103, este s\u0103 v\u0103 cuantifica\u021bi costul pe contact.\nAcesta este costul mediu pentru centrul dvs. de apeluri sau de contact al fiec\u0103rei interac\u021biuni cu clientul.    <\/p>\n\n\n\n<p>Calcula\u021bi costul per contact \u00eemp\u0103r\u021bind cheltuielile opera\u021bionale totale la num\u0103rul de apeluri sau contacte gestionate \u00eentr-o anumit\u0103 perioad\u0103 de timp.  <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Urm\u0103rirea costului per contact \u00een timp v\u0103 ajut\u0103 s\u0103 evalua\u021bi succesul m\u0103surilor de reducere a costurilor sau de eficientizare.  <br\/><\/p>\n\n\n\n<p><strong>Benchmark global: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">$5.50<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Scorul de implicare a agentului<\/h4>\n\n\n\n<p><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/agent-engagement-comprehensive-guide\" target=\"_blank\" rel=\"noopener\">47% dintre managerii centrelor de apeluri<\/a> consider\u0103 c\u0103 fluctua\u021bia agen\u021bilor \u0219i absenteismul reprezint\u0103 cea mai mare problem\u0103 atunci c\u00e2nd \u00eencearc\u0103 s\u0103 opereze eficient un centru de apeluri sau de contact.\nAm men\u021bionat deja importan\u021ba urm\u0103ririi ratei de rota\u021bie a personalului.   <\/p>\n\n\n\n<p>Scorurile de implicare a agen\u021bilor v\u0103 ofer\u0103 o m\u0103sur\u0103 a gradului de implicare a agen\u021bilor \u00een munca lor de zi cu zi.<\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Cu c\u00e2t agen\u021bii sunt mai implica\u021bi, cu at\u00e2t este mai pu\u021bin probabil s\u0103 plece.\n\u0218i cu at\u00e2t este mai pu\u021bin probabil s\u0103 fi\u021bi nevoit s\u0103 \u00eei \u00eenlocui\u021bi.\nPrin urmare, acest KPI v\u0103 ajut\u0103 s\u0103 anticipa\u021bi problema fluctua\u021biei agen\u021bilor \u0219i s\u0103 prevede\u021bi dac\u0103 agen\u021bii ar putea pleca.    <br\/><\/p>\n\n\n\n<p><strong>Referin\u021b\u0103 global\u0103: <\/strong> 30%<a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/agent-engagement-comprehensive-guide\" target=\"_blank\" rel=\"noopener\">foarte angaja\u021bi<\/a>, 11% oarecum angaja\u021bi, 54% oarecum dezangaja\u021bi \u0219i 5% foarte dezangaja\u021bi.<\/p>\n\n\n\n<p>Similar cu Satisfac\u021bia clien\u021bilor (CSAT), aceast\u0103 m\u0103sur\u0103 \u00eencearc\u0103 s\u0103 evalueze fericirea clien\u021bilor dumneavoastr\u0103.\nCu toate acestea, NPS are o \u00eentors\u0103tur\u0103 centrat\u0103 pe afaceri: m\u0103soar\u0103 probabilitatea ca clien\u021bii dvs. s\u0103 recomande produsul dvs. altcuiva.\nAcest lucru este important, desigur, deoarece un num\u0103r mare se traduce printr-o vizibilitate mai mare pentru produsul dvs.    <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">KPI critici pentru clien\u021bi<\/h3>\n\n\n\n<p>Rapoartele centrului de apeluri nu ar trebui s\u0103 fie toate la nivel \u00eenalt, cu vedere de ansamblu.\nUneori merit\u0103, de asemenea, s\u0103 v\u0103 concentra\u021bi \u00een mod special asupra clien\u021bilor dumneavoastr\u0103.\nAce\u0219tia sunt c\u00e2\u021biva indicatori cheie de performan\u021b\u0103 la nivel de client care pot fi utiliza\u021bi \u00een cadrul raport\u0103rii centrului dvs. de contact.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Rezolvarea primului contact (FCR)<\/h4>\n\n\n\n<p>Acest parametru m\u0103soar\u0103 rata la care problemele clien\u021bilor dvs. sunt rezolvate de primul agent cu care ace\u0219tia vorbesc.  <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Practic, deoarece cu c\u00e2t acest procent este mai mare, cu at\u00e2t mai pu\u021bin frustra\u021bi vor fi clien\u021bii dvs. cu afacerea dvs. \u00een ansamblu.\nTuturor le place c\u00e2nd problemele lor sunt rezolvate rapid, nu-i a\u0219a?   <\/p>\n\n\n\n<p>Luckily, CloudTalk has a fantastic feature that is sure to boost your FCR rates. It\u2019s called <a href=\"https:\/\/test-staging.cloudtalk.io\/preferred-agent\/\">Preferred Agent<\/a>, and it gives your contact center agents the ability to pair certain customers with certain agents. This means that if a customer and agent got along well during their first call, you can arrange for them to be directly linked the next time the customer calls your business.\u00a0<br\/><\/p>\n\n\n\n<p><strong>Benchmark global: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">70-75%<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Nivelul serviciului<\/h4>\n\n\n\n<p>A call center\u2019s service level is another of the most <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/call-center-benchmarking-10-indicatori-cheie-si-standarde-industriale\/\">crucial call center metrics<\/a> for analytics and reporting. It\u2019s defined by the percentage of inbound calls answered by agents within a given amount of time. It\u2019s usually given as a pair of numbers, the most popular being the vaunted 80\/20 global call center standard.\u00a0<\/p>\n\n\n\n<p>A avea un nivel de servicii 80\/20 pentru call center-ul dvs. \u00eenseamn\u0103 pur \u0219i simplu c\u0103 agen\u021bii dvs. r\u0103spund la 80% din apelurile primite \u00een termen de 20 de secunde.\nEste un parametru u\u0219or de m\u0103surat \u0219i care ofer\u0103 o idee bun\u0103 \u0219i general\u0103 despre aten\u021bia \u0219i eficien\u021ba personalului centrului dvs. de apeluri.   <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?<\/strong>  Este o baz\u0103 bun\u0103 pe care se poate construi un raport de benchmarking pentru call center, pentru a urm\u0103ri performan\u021ba \u00een timp.<br\/><\/p>\n\n\n\n<p><strong>Punct de referin\u021b\u0103 global: <\/strong>Cel mai frecvent, 80% din apeluri primesc r\u0103spuns \u00een 20 de secunde = 80\/20<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Rata medie a abandonului<\/h4>\n\n\n\n<p>Acest KPI m\u0103soar\u0103 procentul de clien\u021bi care \u00eenchid telefonul \u00eenainte de a fi conecta\u021bi la un agent.  <\/p>\n\n\n\n<p>Depinde foarte mult de c\u00e2t de ocupat \u0219i de bine dotat este call center-ul dvs. &#8211; cu c\u00e2t sunt mai mul\u021bi agen\u021bi care s\u0103 gestioneze apelurile primite, cu at\u00e2t mai repede clien\u021bii dvs. vor intra \u00een leg\u0103tur\u0103 cu un agent \u0219i cu at\u00e2t mai pu\u021bin probabil vor \u00eenchide \u00eenainte de a vorbi cu cineva.  <\/p>\n\n\n\n<p><strong>Why is that important? <\/strong>It\u2019s an <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/10-most-important-call-center-kpis-you-should-be-tracking\/\">important KPI to track<\/a> to assess overall efficiency and 5-8% is a good benchmark to aim for in regard to the average abandonment rate.\u00a0<br\/><\/p>\n\n\n\n<p><strong>Benchmark global: <\/strong>5-8%<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Apeluri blocate<\/h4>\n\n\n\n<p>Aceast\u0103 m\u0103sur\u0103 este procentul de clien\u021bi care au sunat la compania dvs. \u0219i au auzit un ton de ocupat.  <\/p>\n\n\n\n<p>Valoarea procentual\u0103 este direct legat\u0103 de c\u00e2t de bine dotat\u0103 este o \u00eentreprindere, deoarece clien\u021bii aud un ton de ocupat numai atunci c\u00e2nd to\u021bi agen\u021bii sunt ocupa\u021bi s\u0103 ajute alte persoane.  <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Auzul unui ton de ocupat este frustrant pentru toat\u0103 lumea, mai ales atunci c\u00e2nd \u00eencearc\u0103 s\u0103 contacteze o \u00eentreprindere.\nAcest num\u0103r ar trebui s\u0103 fie c\u00e2t mai mic posibil.   <br\/><\/p>\n\n\n\n<p><strong>Benchmark global: <\/strong><a href=\"https:\/\/www.observe.ai\/blog\/the-big-list-of-contact-center-interactions-and-kpis\" target=\"_blank\" rel=\"noopener\">Mai pu\u021bin de 2%<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Timpul mediu de a\u0219teptare (AWT)<\/h4>\n\n\n\n<p>Aceast\u0103 m\u0103sur\u0103toare se ob\u021bine prin \u00eemp\u0103r\u021birea timpului total petrecut de clien\u021bi \u00een cozile de a\u0219teptare pentru o anumit\u0103 perioad\u0103 la num\u0103rul de apeluri la care s-a r\u0103spuns \u00een perioada respectiv\u0103.  <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Este o m\u0103sur\u0103 u\u0219or de calculat \u0219i v\u0103 ofer\u0103 o idee bun\u0103 despre c\u00e2t de mul\u021bumi\u021bi sunt clien\u021bii dvs. de aten\u021bia agen\u021bilor dvs.  <\/p>\n\n\n\n<p>Conform unei cercet\u0103ri recente a Call Centre Helper, <a href=\"https:\/\/www.callcentrehelper.com\/resource.php?id=1913\" target=\"_blank\" rel=\"noopener\">36% dintre apelan\u021bi<\/a> vor a\u0219tepta doar p\u00e2n\u0103 la un minut \u00eenainte de a abandona un apel c\u0103tre un call center.\nEste clar c\u0103 este important s\u0103 p\u0103stra\u021bi un timp mediu de a\u0219teptare sc\u0103zut!   <br\/><\/p>\n\n\n\n<p><strong>Punct de referin\u021b\u0103 global: <\/strong><a href=\"https:\/\/ozonetel.com\/call-centre-metrics-2021-22\/\" target=\"_blank\" rel=\"noopener\">Aproximativ 45 de secunde<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">KPI esen\u021biali pentru proces<\/h3>\n\n\n\n<p>Raportarea \u0219i analiza centrului de contact nu se refer\u0103 doar la urm\u0103rirea rezultatelor afacerii dvs. \u0219i a nivelului de satisfac\u021bie a clien\u021bilor.\nEste vorba, de asemenea, despre evaluarea fluxurilor de lucru \u0219i despre a face tot posibilul pentru a v\u0103 \u00eembun\u0103t\u0103\u021bi eficien\u021ba.\nLa acest lucru v\u0103 ajut\u0103 KPI critici de proces.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Viteza medie de r\u0103spuns<\/h4>\n\n\n\n<p>Aceast\u0103 cifr\u0103 indic\u0103 timpul mediu necesar agen\u021bilor dvs. pentru a r\u0103spunde la telefon, m\u0103surat de la \u00eenceputul procesului de apelare.  <\/p>\n\n\n\n<p>\u00cen special, acest lucru exclude timpul necesar clien\u021bilor dvs. pentru a naviga prin sistemul dvs. IVR, \u00een cazul \u00een care ave\u021bi unul.  <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Este o m\u0103sur\u0103 destul de pur\u0103 a capacit\u0103\u021bii agen\u021bilor dvs. de a r\u0103spunde prompt apelurilor telefonice pe m\u0103sur\u0103 ce acestea sosesc.  <br\/><\/p>\n\n\n\n<p><strong>Parametru de referin\u021b\u0103 global: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">34,4 secunde<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Durata medie a apelurilor<\/h4>\n\n\n\n<p>U\u0219or de urm\u0103rit \u0219i de \u00een\u021beles, durata medie a apelurilor este unul dintre cei mai importan\u021bi indicatori de eficien\u021b\u0103 ai centrelor de apel.\nDurata medie a unui apel este de aproximativ patru minute.\nDac\u0103 al dvs. este mai mic, agen\u021bii dvs. lucreaz\u0103 probabil eficient.    <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Durata medie a apelurilor de intrare \u0219i de ie\u0219ire v\u0103 va oferi informa\u021bii importante cu privire la c\u00e2t de competen\u021bi sunt agen\u021bii dvs. \u00een gestionarea responsabilit\u0103\u021bilor lor de zi cu zi.<br\/><\/p>\n\n\n\n<p><strong>Global Benchmark: <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-statistics-that-count\/\">Four minutes<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Call Arrival Rate<\/h4>\n\n\n\n<p>Rata de sosire a apelurilor v\u0103 ofer\u0103 o idee despre momentul \u00een care centrul dvs. de apeluri prime\u0219te cel mai mare \u0219i cel mai mic volum de apeluri primite.  <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Urm\u0103rirea acestui KPI v\u0103 va permite s\u0103 elabora\u021bi programe de lucru informate \u0219i inteligente pentru agen\u021bii dvs., astfel \u00eenc\u00e2t s\u0103 ave\u021bi \u00eentotdeauna un personal adecvat, chiar \u0219i \u00een cele mai aglomerate zile.  <br\/><\/p>\n\n\n\n<p><strong>Referin\u021b\u0103 global\u0103: <\/strong>Va varia de la un call center la altul<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Timp mediu de manipulare (AHT)<\/h4>\n\n\n\n<p>Acest parametru m\u0103soar\u0103 durata interac\u021biunilor agen\u021bilor dvs. cu clien\u021bii, de la \u00eenceput p\u00e2n\u0103 la sf\u00e2r\u0219it.\nCronometrul \u00eencepe atunci c\u00e2nd clientul formeaz\u0103 num\u0103rul de telefon \u0219i se termin\u0103 atunci c\u00e2nd agentul este gata s\u0103 r\u0103spund\u0103 la un nou apel.   <\/p>\n\n\n\n<p>Aceasta \u00eenseamn\u0103 c\u0103 include timpul petrecut de un client \u00een coada de a\u0219teptare, navig\u00e2nd prin sistemul dvs. IVR \u0219i vorbind cu un agent, pe l\u00e2ng\u0103 timpul petrecut de agen\u021bii dvs. pentru documentarea informa\u021biilor necesare dup\u0103 apel.  <\/p>\n\n\n\n<p><strong>Why is that important? <\/strong>AHT is a good metric for evaluating the efficiency of your agents, and your call center reporting software should let you create <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-statistics-that-count\/\">reports on individual agents<\/a>. Make sure, however, that you don\u2019t place too much of an emphasis on having a low AHT \u2014 rushed agents are prone to make more mistakes and often offer a lower quality of customer service.\u00a0<\/p>\n\n\n\n<p>Ar trebui s\u0103 v\u0103 decide\u021bi asupra unui punct de referin\u021b\u0103 care are sens pentru afacerea dvs. \u0219i s\u0103 solicita\u021bi agen\u021bilor dvs. s\u0103 \u00eel ating\u0103 de la lun\u0103 la lun\u0103.  <br\/><\/p>\n\n\n\n<p><strong>Reper global: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">\u0218ase minute<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Timpul mediu de lucru dup\u0103 apel (ACW)<\/h4>\n\n\n\n<p>Dup\u0103 fiecare apel, un agent trebuie s\u0103 se ocupe de o serie de sarcini administrative importante.\nAcestea pot include completarea rapoartelor de tranzac\u021bii, actualizarea bazelor de date, raportarea problemelor \u0219i altele asemenea.\nTimpul necesar pentru finalizarea acestor sarcini este m\u0103surat \u0219i \u00eenregistrat ca KPI mediu de timp de lucru dup\u0103 apel.    <\/p>\n\n\n\n<p><strong>De ce este important acest lucru?  <\/strong>Cu c\u00e2t agen\u021bii dvs. petrec mai mult timp pe ACW, cu at\u00e2t petrec mai pu\u021bin timp ajut\u00e2ndu-v\u0103 clien\u021bii.\nMen\u021binerea unui timp mediu ACW sc\u0103zut \u00eembun\u0103t\u0103\u021be\u0219te eficien\u021ba centrului dvs. de apeluri.   <\/p>\n\n\n\n<p>\u00cen timp ce aceasta poate fi cu siguran\u021b\u0103 redus\u0103 prin sesiuni de instruire axate pe eficien\u021b\u0103, software-ul pentru call center bine adaptat poate ajuta, de asemenea.\nCloudTalk, de exemplu, are o serie de caracteristici utile, inclusiv etichetarea u\u0219oar\u0103 a apelurilor \u0219i automatizarea fluxurilor de lucru, care v\u0103 pot ajuta agen\u021bii s\u0103 finalizeze rapid \u0219i u\u0219or sarcinile de dup\u0103 apel.   <br\/><\/p>\n\n\n\n<p><strong>Benchmark global: <\/strong><a href=\"https:\/\/ozonetel.com\/call-centre-metrics-2021-22\/\" target=\"_blank\" rel=\"noopener\">40-45 secunde<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cele mai bune practici de raportare a centrelor de apel: Cum s\u0103 o face\u021bi corect<\/h2>\n\n\n\n<p>Acum cunoa\u0219te\u021bi unii dintre cei mai importan\u021bi indicatori cheie de performan\u021b\u0103 pe care trebuie s\u0103 \u00eei urm\u0103ri\u021bi ca parte a raport\u0103rii centrului dvs. de apeluri.\nTotu\u0219i, aceasta este doar o parte din poveste.\nIat\u0103 c\u00e2teva bune practici de raportare a centrelor de apeluri pentru a v\u0103 asigura c\u0103 produce\u021bi cele mai utile rapoarte posibile privind centrele de apeluri.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Concentrarea pe KPI-uri<\/h3>\n\n\n\n<p>KPI sunt urm\u0103ri\u021bi \u0219i prezenta\u021bi \u00een mod regulat supervizorilor \u0219i managerilor centrelor de apel dintr-un motiv bun: v\u0103 ajut\u0103 s\u0103 identifica\u021bi zonele cu probleme \u0219i s\u0103 concepe\u021bi ini\u021biative specifice pentru a le rezolva.  <\/p>\n\n\n\n<p>Dup\u0103 cum am men\u021bionat, KPI pot cuprinde o gam\u0103 larg\u0103 de domenii de performan\u021b\u0103 ale centrelor de apel legate de afaceri, servicii pentru clien\u021bi \u0219i procese de lucru.\nAce\u0219tia v\u0103 ofer\u0103 o imagine de ansamblu asupra modului \u00een care func\u021bioneaz\u0103 centrul dvs. de apeluri \u0219i pun accentul pe acele domenii care ar putea beneficia de pu\u021bin\u0103 aten\u021bie suplimentar\u0103.   <\/p>\n\n\n\n<p>A\u0219adar, l\u0103sa\u021bi-le s\u0103 fie lumina dvs. c\u0103l\u0103uzitoare.\nL\u0103sa\u021bi KPI s\u0103 v\u0103 informeze cu privire la deciziile critice care trebuie luate \u0219i care vor contura at\u00e2t raportarea centrului dvs. de contact, c\u00e2t \u0219i viitorul centrului dvs. de apeluri.\nLa urma urmei, o decizie informat\u0103 este cea care ofer\u0103 cele mai mari \u0219anse de succes.    <br\/><\/p>\n\n\n\n<p><strong>Cum s\u0103 proceda\u021bi: <\/strong>Asigura\u021bi-v\u0103 c\u0103 defini\u021bi KPI-urile care sunt cele mai importante pentru call center-ul dvs. \u0219i pentru obiectivele dvs. generale de afaceri.\nApoi, utiliza\u021bi solu\u021bia dvs. de raportare a centrelor de apel pentru a concentra rapoartele individuale asupra fiec\u0103ruia. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Cercetarea standardelor din industrie pentru a stabili repere de performan\u021b\u0103<\/h3>\n\n\n\n<p>Urm\u0103rirea indicatorilor cheie de performan\u021b\u0103 nu v\u0103 va duce nic\u0103ieri dac\u0103 nu ave\u021bi un set de repere stabilite, standardizate \u00een industrie, \u00een raport cu care s\u0103 v\u0103 pute\u021bi m\u0103sura progresul.  <\/p>\n\n\n\n<p>Stabilirea acestor criterii de referin\u021b\u0103 pentru compania dvs. va necesita o cercetare de pia\u021b\u0103 destul de ampl\u0103, dar v\u0103 asigur\u0103m c\u0103 merit\u0103.\nAceste repere v\u0103 vor permite s\u0103 v\u0103 \u00eencadra\u021bi rapoartele privind centrele de apel \u00een contextul adecvat \u0219i s\u0103 identifica\u021bi clar domeniile \u00een care trebuie s\u0103 v\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi.   <\/p>\n\n\n\n<p>Odat\u0103 ce ave\u021bi \u00een vedere aceste domenii, pute\u021bi \u00eencepe s\u0103 elabora\u021bi o strategie pentru \u00eembun\u0103t\u0103\u021birea activit\u0103\u021bii dumneavoastr\u0103.  <br\/><\/p>\n\n\n\n<p><strong>Cum s\u0103 face\u021bi acest lucru: <\/strong>Verifica\u021bi \u00eentreprinderile \u0219i organiza\u021biile care compileaz\u0103 cercet\u0103ri \u00een ni\u0219a dvs.\nCiti\u021bi rapoartele acestora \u0219i defini\u021bi criterii de referin\u021b\u0103 pentru KPI-urile \u0219i metricile cele mai importante pentru dvs. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Adopta\u021bi o viziune de ansamblu asupra modului \u00een care metricile se raporteaz\u0103 la opera\u021biuni<\/h3>\n\n\n\n<p>Cu at\u00e2t de multe m\u0103sur\u0103tori care circul\u0103, poate fi u\u0219or s\u0103 te la\u0219i prins \u00een minu\u021biile cifrelor de performan\u021b\u0103 ale centrului t\u0103u de apeluri.  <\/p>\n\n\n\n<p>Cu toate acestea, este important s\u0103 face\u021bi un pas \u00eenapoi \u0219i s\u0103 lua\u021bi \u00een considerare imaginea de ansamblu.\nDori\u021bi s\u0103 desf\u0103\u0219ura\u021bi o activitate de call center care s\u0103 v\u0103 mul\u021bumeasc\u0103 clien\u021bii \u0219i angaja\u021bii \u0219i s\u0103 v\u0103 ajute compania s\u0103 \u00ee\u0219i ating\u0103 toate obiectivele \u00een ceea ce prive\u0219te veniturile \u0219i cre\u0219terea.   <\/p>\n\n\n\n<p>Exist\u0103 foarte multe modalit\u0103\u021bi de a realiza acest lucru &#8211; prin instruire specific\u0103, angajarea de personal suplimentar, implementarea unui software modern, bazat pe cloud, pentru call center \u0219i multe altele.  <\/p>\n\n\n\n<p>Ideea este c\u0103 trebuie s\u0103 fi\u021bi flexibil \u00een abordarea problemelor descoperite \u00een rapoartele centrului dvs. de apeluri.\nDac\u0103 sunte\u021bi mereu deschis la idei noi, este mai probabil s\u0103 g\u0103si\u021bi ceva care s\u0103 func\u021bioneze foarte bine pentru afacerea dvs.   <br\/><\/p>\n\n\n\n<p><strong>Cum s\u0103 face\u021bi acest lucru: <\/strong>Nu v\u0103 concentra\u021bi doar pe m\u0103sur\u0103tori, KPI \u0219i cifre.\nCompleta\u021bi rapoartele cantitative prin colectarea de informa\u021bii \u0219i \u00een alte moduri.\nDe exemplu, solicita\u021bi feedback-ul agen\u021bilor dvs. \u0219i utiliza\u021bi sondaje care ofer\u0103 clien\u021bilor \u0219ansa de a oferi r\u0103spunsuri mai detaliate.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Stabili\u021bi obiective pentru viitor \u0219i urm\u0103ri\u021bi-le!<\/h3>\n\n\n\n<p>Este o certitudine \u00een opera\u021biunile din centrele de apel la fel de mult ca \u00een via\u021b\u0103: nu ve\u021bi face niciun progres f\u0103r\u0103 a v\u0103 stabili mai \u00eent\u00e2i ni\u0219te obiective.  <\/p>\n\n\n\n<p>Dup\u0103 ce a\u021bi revizuit to\u021bi KPI din raportul centrului dvs. de contact \u0219i i-a\u021bi comparat cu punctele de referin\u021b\u0103 pe care le-a\u021bi stabilit, ar trebui s\u0103 v\u0103 propune\u021bi s\u0103 elabora\u021bi o list\u0103 de obiective de \u00eembun\u0103t\u0103\u021bire \u00een domenii specifice.  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ave\u021bi un <strong>timp mediu de gestionare excep\u021bional de mare<\/strong>?\nPrograma\u021bi cursuri de formare axate pe eficien\u021b\u0103 pentru agen\u021bii dvs., astfel \u00eenc\u00e2t ace\u0219tia s\u0103 poat\u0103 \u00eencepe s\u0103 reduc\u0103 acest num\u0103r.   <\/li>\n\n\n\n<li>Ce se \u00eent\u00e2mpl\u0103 dac\u0103 <strong>KPI-ul<\/strong> dvs. <strong>mediu privind timpul de lucru dup\u0103 apel este \u00een afara graficelor<\/strong>?\nLua\u021bi \u00een considerare utilizarea unei solu\u021bii moderne de telefonie, cum ar fi CloudTalk, care poate ajuta la reducerea timpului pe care agen\u021bii \u00eel petrec ocup\u00e2ndu-se de munca de dup\u0103 apeluri prin automatizarea celei mai mari p\u0103r\u021bi a acesteia.   <\/li>\n\n\n\n<li>Timpul dvs. <strong>mediu de a\u0219teptare dep\u0103\u0219e\u0219te cu mult valoarea de referin\u021b\u0103 global\u0103<\/strong>?\nPoate c\u0103 a\u021bi putea personaliza mai bine rutarea apelurilor pentru a v\u0103 asigura c\u0103 apelan\u021bii ajung mai repede la un agent. <\/li>\n\n\n\n<li>Ave\u021bi <strong>o rat\u0103 ridicat\u0103 de apeluri blocate<\/strong>?\nEste posibil s\u0103 trebuiasc\u0103 s\u0103 angaja\u021bi mai mul\u021bi agen\u021bi sau s\u0103 v\u0103 programa\u021bi agen\u021bii mai bine pentru a acoperi cele mai aglomerate perioade.   <\/li>\n<\/ul>\n\n\n\n<p>No matter what you choose to do, be sure to track all of it over time and to keep your whole team up-to-date on your progress. One great way to do the latter is with a <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/wallboard-2\/\">call center wallboard<\/a>. This way, you can quickly see what works for your business \u2014 and keep doing it!\u00a0<br\/><\/p>\n\n\n\n<p><strong>Cum s\u0103 face\u021bi acest lucru: <\/strong>Stabili\u021bi clar care sunt obiectivele dvs. de \u00eembun\u0103t\u0103\u021bire \u00een call center.\nAcorda\u021bi o aten\u021bie deosebit\u0103 m\u0103sur\u0103torilor \u0219i rapoartelor care reflect\u0103 \u00een mod direct aceste obiective.\nUtiliza\u021bi software-ul pentru call center pentru a colecta date relevante \u00een timp real \u0219i pentru a ob\u021bine informa\u021bii utile.\nApoi, lua\u021bi m\u0103suri pentru \u00eembun\u0103t\u0103\u021bire \u0219i urm\u0103ri\u021bi rezultatele.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Exemple de raportare a panourilor de control pentru call center<\/h2>\n\n\n\n<p>Cel mai bun mod de a compila date brute pentru rapoartele centrului dvs. de apeluri este de a utiliza un software high-end de raportare a centrelor de apeluri.  <\/p>\n\n\n\n<p>CloudTalk more than fits the bill here. Our advanced, back-end data collection algorithms let call center managers kick back and watch the data roll in\u2014straight away, via a <a href=\"https:\/\/test-staging.cloudtalk.io\/dashboard\/\">real-time dashboard<\/a> if they prefer.\u00a0<\/p>\n\n\n\n<p>Cu povara colect\u0103rii de date brute luat\u0103 de pe umerii lor de c\u0103tre software-ul potrivit de raportare a centrelor de contact, managerii \u00ee\u0219i pot \u00eendrepta aten\u021bia c\u0103tre sarcini mai semnificative.\nLucruri cum ar fi selectarea KPI-urilor pe care ar dori s\u0103 le urm\u0103reasc\u0103 pentru rapoartele lor finalizate privind centrele de apel \u0219i dezvoltarea de strategii de \u00eembun\u0103t\u0103\u021bire pentru acele domenii care necesit\u0103 cea mai mare aten\u021bie.   <\/p>\n\n\n\n<p>Mai jos vom prezenta c\u00e2teva exemple despre modul \u00een care CloudTalk simplific\u0103 procesul de colectare a datelor \u0219i face ca raportarea centrelor de apeluri s\u0103 fie mai u\u0219oar\u0103 ca niciodat\u0103.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Exemplu de raport Call Center<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"872\" height=\"702\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf.png\" alt=\"\" class=\"wp-image-185252\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf.png 872w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-300x242.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-768x618.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-532x428.png 532w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-424x341.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-140x113.png 140w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-88x71.png 88w\" sizes=\"auto, (max-width: 872px) 100vw, 872px\" \/><\/figure><\/div>\n\n\n<p>Un lucru minunat despre CloudTalk este c\u0103 v\u0103 ofer\u0103 acces u\u0219or la raportarea \u00een timp real a centrului de apeluri.\nPute\u021bi urm\u0103ri mai mul\u021bi indicatori importan\u021bi de raportare a centrelor de apeluri pe m\u0103sur\u0103 ce datele sosesc.   <\/p>\n\n\n\n<p>Sub fila Istoric apeluri din panoul de control Statistici, de exemplu, ve\u021bi g\u0103si o serie de informa\u021bii, inclusiv:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Num\u0103rul total de apeluri preluate de agen\u021bii dvs.<\/li>\n\n\n\n<li>Num\u0103rul total de apeluri ratate care au trecut neobservate<\/li>\n\n\n\n<li>Durata medie a apelurilor agen\u021bilor dvs.<\/li>\n\n\n\n<li>Timpul mediu de a\u0219teptare pe care clien\u021bii dvs. l-au avut de a\u0219teptat \u00eentr-o anumit\u0103 perioad\u0103<\/li>\n\n\n\n<li>\u0218i mai mult.  <\/li>\n<\/ul>\n\n\n\n<p>Pute\u021bi utiliza toate aceste date pentru raportul centrului dvs. de apeluri sau doar fragmente din ele &#8211; v\u0103 l\u0103s\u0103m la latitudinea dvs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Panou de control al productivit\u0103\u021bii agen\u021bilor<\/h3>\n\n\n\n<p>CloudTalk also gives managers the ability to filter call center statistics by agent, so you can analyze the work of your best-performing agents, worst-performing agents, and everyone in between. It\u2019s a great way to get a proper overview of <a href=\"https:\/\/test-staging.cloudtalk.io\/group-reporting\/\">contact center team results<\/a>.\u00a0<\/p>\n\n\n\n<p>Pentru fiecare agent, pute\u021bi vedea:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Num\u0103rul total de apeluri<\/li>\n\n\n\n<li>Durata medie a apelului<\/li>\n\n\n\n<li>Num\u0103rul total de apeluri de intrare \u0219i de ie\u0219ire<\/li>\n<\/ul>\n\n\n\n<p>De asemenea, pute\u021bi compara agen\u021bii dvs. unul l\u00e2ng\u0103 altul pentru a ob\u021bine o imagine de ansamblu a performan\u021bei echipei dvs.  <\/p>\n\n\n\n<p>Dac\u0103 dori\u021bi ca raportul centrului dvs. de apeluri s\u0103 eviden\u021bieze performan\u021ba unui anumit agent pe o anumit\u0103 perioad\u0103, panoul de control al productivit\u0103\u021bii agen\u021bilor v\u0103 permite s\u0103 compila\u021bi aceste date rapid \u0219i u\u0219or.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"532\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1024x532.png\" alt=\"\" class=\"wp-image-204570\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1024x532.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-300x156.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-768x399.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1536x798.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-2048x1064.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1920x997.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1320x686.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-760x395.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-424x220.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-200x104.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-88x46.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Testa\u021bi \u0219i revizui\u021bi rapoartele pentru a le face corecte<\/h2>\n\n\n\n<p>Procesul de testare \u0219i revizuire a rapoartelor centrelor de contact este un efort cuprinz\u0103tor, \u00een mai multe etape, care &#8211; dac\u0103 este realizat corect &#8211; va asigura c\u0103 datele pe care le colecta\u021bi \u0219i informa\u021biile pe care le extrage\u021bi din acestea sunt exacte \u0219i utile.\nS\u0103 trecem la pa\u0219i. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Compila\u021bi rapoarte preliminare<\/h3>\n\n\n\n<p>Prima etap\u0103 a procesului este elaborarea primelor proiecte de rapoarte &#8222;alfa&#8221;.\nAcestea vor fi un pic dezordonate \u0219i pe bun\u0103 dreptate &#8211; colecta\u021bi o cantitate mare de date brute \u0219i \u00eencerca\u021bi s\u0103 le clasifica\u021bi \u00een KPI distinc\u021bi (\u0219i utili!).\nOdat\u0103 ce a\u021bi compilat datele \u0219i KPI-urile, pute\u021bi trece la pasul urm\u0103tor.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Verific\u0103-\u021bi de dou\u0103 ori cifrele<\/h3>\n\n\n\n<p>Calculele din rapoartele dvs. sunt predispuse la erori umane.\nEste normal \u0219i de aceea verificarea calculelor \u0219i formulelor dvs. merit\u0103 o etap\u0103 proprie \u00een proces.   <\/p>\n\n\n\n<p>Ar trebui s\u0103 distribui\u021bi raportul centrului de contact prin departamentele de proiectare \u0219i analiz\u0103, astfel \u00eenc\u00e2t oamenii s\u0103 aib\u0103 \u0219ansa de a detecta eventualele gre\u0219eli matematice.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Ad\u0103uga\u021bi caracteristici grafice \u0219i de design<\/h3>\n\n\n\n<p>Odat\u0103 ce datele \u0219i cifrele au fost \u0219lefuite, pute\u021bi trimite raportul c\u0103tre departamentul de design.\nSarcina lor este s\u0103 \u00eembun\u0103t\u0103\u021beasc\u0103 totul &#8211; s\u0103 adauge grafice, diagrame \u0219i alte elemente de design care s\u0103 fac\u0103 ca datele dvs. s\u0103 ias\u0103 \u00een eviden\u021b\u0103.   <\/p>\n\n\n\n<p>Acest pas este extrem de important \u00een crearea unui raport prezentabil, u\u0219or de \u00een\u021beles, care poate oferi \u00eendrum\u0103ri semnificative tuturor angaja\u021bilor, indiferent de experien\u021ba lor.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Testarea \u0219i revizuirea utilizatorului final<\/h3>\n\n\n\n<p>Acum, c\u00e2nd raportul dvs. a atins un anumit nivel de elegan\u021b\u0103, \u00eel pute\u021bi trimite unui e\u0219antion de manageri \u0219i agen\u021bi de call center.\nAcesta va fi un test real al lizibilit\u0103\u021bii raportului dvs. \u0219i sper\u0103m c\u0103 va scoate la iveal\u0103 orice discrepan\u021be \u00een date, sec\u021biuni incomode de text sau grafice confuze.   <\/p>\n\n\n\n<p>Bine\u00een\u021beles, ar trebui s\u0103 acorda\u021bi o aten\u021bie deosebit\u0103 \u0219i feedback-ului legat de utilitatea raportului dumneavoastr\u0103.\nLa urma urmei, dorin\u021ba de a elabora un document util este motivul pentru care v-a\u021bi chinuit s\u0103 \u00eel compila\u021bi \u00een primul r\u00e2nd. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5 Diseminare \u0219i reglare fin\u0103<\/h3>\n\n\n\n<p>\u00cen cele din urm\u0103, v\u0103 pute\u021bi trimite raportul c\u0103tre un public mai larg.\nAceast\u0103 etap\u0103 final\u0103 va vedea roadele muncii depuse \u0219i sper\u0103m c\u0103 va duce la \u00eembun\u0103t\u0103\u021birea domeniilor problematice pe care le-a\u021bi identificat.   <\/p>\n\n\n\n<p>\u021aine\u021bi cont de faptul c\u0103 rapoartele centrelor de contact sunt documente vii, astfel \u00eenc\u00e2t ar trebui s\u0103 fi\u021bi preg\u0103tit \u0219i capabil s\u0103 face\u021bi orice modific\u0103ri sau ajust\u0103ri ale raportului \u00een cazul \u00een care este necesar.\nDe asemenea, poate fi o idee bun\u0103 s\u0103 crea\u021bi un \u0219ablon de raport pentru call center dup\u0103 ce sunte\u021bi mul\u021bumit de un raport final.\nAcest document poate oferi un cadru pentru crearea unor rapoarte viitoare, similare.    <\/p>\n\n\n\n<p>Dac\u0103 a\u021bi ajuns p\u00e2n\u0103 aici &#8211; felicit\u0103ri!\nA\u021bi creat, testat \u0219i revizuit un document crucial pentru succesul pe termen lung al centrului dvs. de apeluri.\nAceast\u0103 industrie se mi\u0219c\u0103 rapid, iar compania dvs. se bazeaz\u0103 pe rapoarte complete \u0219i profesionale privind call center-ul pentru a \u021bine pasul cu concuren\u021ba.\nA\u0219a c\u0103 bate\u021bi-v\u0103 pe spate \u0219i trece\u021bi la urm\u0103torul raport!     <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rapoartele Call Center sunt elementele de baz\u0103 pentru succes<\/h2>\n\n\n\n<p>Rapoartele cuprinz\u0103toare privind centrele de apel sunt esen\u021biale pentru succesul oric\u0103rui centru de apel modern.\nAcestea prezint\u0103 o sumedenie de KPI importan\u021bi \u00eentr-o manier\u0103 u\u0219or de digerat, astfel \u00eenc\u00e2t conducerea s\u0103 poat\u0103 \u00een\u021belege rapid care sunt domeniile prioritare pentru \u00eembun\u0103t\u0103\u021bire.   <\/p>\n\n\n\n<p>De asemenea, acestea pot ajuta \u00een procesul de \u00eembun\u0103t\u0103\u021bire, deoarece rapoartele periodice ale centrelor de apel pot ajuta la determinarea dac\u0103 o anumit\u0103 strategie de \u00eembun\u0103t\u0103\u021bire func\u021bioneaz\u0103 bine sau nu.  <\/p>\n\n\n\n<p>It\u2019s a process that takes time, and while it\u2019s worth every minute you dedicate to it, it\u2019s also vital to make the process as efficient as possible.\u00a0<br\/>That\u2019s where cutting-edge call center reporting software like CloudTalk comes in. If you want to see how CloudTalk can optimize your call center reporting process, give our <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/perioada-de-incercare-cloudtalk-14-zile\/\">14-day free trial a try (no credit card required!)<\/a>.<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>C\u00e2t timp vor a\u0219tepta apelan\u021bii \u00een coada de a\u0219teptare \u00eenainte de a \u00eenchide? C\u00e2t de des sunt rezolvate solicit\u0103rile lor&#8230;<\/p>\n","protected":false},"author":31,"featured_media":278065,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[725],"tags":[],"class_list":["post-230899","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-ro"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230899","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/comments?post=230899"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230899\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/278065"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=230899"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=230899"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=230899"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}