{"id":231204,"date":"2024-07-29T14:16:51","date_gmt":"2024-07-29T12:16:51","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/call-center-benchmarking-10-indicatori-cheie-si-standarde-industriale\/"},"modified":"2024-08-14T09:23:35","modified_gmt":"2024-08-14T07:23:35","slug":"call-center-benchmarking-10-indicatori-cheie-si-standarde-industriale","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/call-center-benchmarking-10-indicatori-cheie-si-standarde-industriale\/","title":{"rendered":"Call Center Benchmarking: 10 indicatori cheie \u0219i standarde industriale"},"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\">Call Center Benchmarking:<br\/>10 Metrici cheie \u0219i standarde industriale<\/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-1024x576.png\" alt=\"\" class=\"wp-image-207446\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Numai \u00een SUA exist\u0103 peste <a href=\"https:\/\/advocacy.sba.gov\/2023\/03\/07\/frequently-asked-questions-about-small-business-2023\/\" target=\"_blank\" rel=\"noopener\">33 de milioane<\/a> de \u00eentreprinderi.\nPe pia\u021ba concuren\u021bial\u0103 2025, a fi &#8222;bun&#8221; nu mai este suficient.\nAcesta este motivul pentru care evaluarea comparativ\u0103 a centrelor de apel este vital\u0103.  <\/p>\n\n\n\n<p>Ast\u0103zi, v\u0103 vom ajuta s\u0103 optimiza\u021bi toate opera\u021biunile centrului dvs. de apeluri pentru a maximiza <strong>satisfac\u021bia clien\u021bilor, productivitatea angaja\u021bilor<\/strong>, <strong>generarea de venituri<\/strong> \u0219i multe altele.\nDescoperi\u021bi cei 10 indicatori cheie pe care trebuie s\u0103 \u00eei urm\u0103ri\u021bi, standardele din industria centrelor de apeluri pe care trebuie s\u0103 le urma\u021bi \u0219i cele mai bune practici de implementat. <\/p>\n\n\n\n<p><strong>Principalele concluzii:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Evaluarea comparativ\u0103 a centrelor de apel ajut\u0103 la \u00eembun\u0103t\u0103\u021birea cuno\u0219tin\u021belor privind performan\u021ba, eforturile de optimizare, stabilirea obiectivelor, luarea deciziilor \u0219i viabilitatea competitiv\u0103.<\/li>\n\n\n\n<li>Pute\u021bi utiliza fie benchmarking-ul competitiv pentru a dep\u0103\u0219i performan\u021bele rivalilor de pe pia\u021b\u0103, fie benchmarking-ul performan\u021bei pentru a men\u021bine pozi\u021bia pe pia\u021b\u0103.<\/li>\n\n\n\n<li>Pentru a profita la maximum de datele de benchmarking ale centrului de apeluri, trebuie s\u0103 alege\u021bi KPI-urile \u0219i instrumentele potrivite, s\u0103 urm\u0103ri\u021bi tendin\u021bele din industrie \u0219i s\u0103 stabili\u021bi obiective realiste.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Ce este Call Center Benchmarking?<\/h2>\n\n\n\n<p>Evaluarea comparativ\u0103 a centrelor de apel este procesul strategic de evaluare a parametrilor de performan\u021b\u0103 ai centrelor de apel prin urm\u0103rirea <strong>performan\u021bei interne<\/strong> \u0219i <strong>compararea parametrilor cheie <\/strong>cu <strong>standardele medii din industrie <\/strong>sau cu <strong>anumi\u021bi concuren\u021bi lideri de pia\u021b\u0103<\/strong>.<\/p>\n\n\n\n<p>Aceast\u0103 strategie de gestionare a performan\u021bei centrului de contact poate fi utilizat\u0103 pentru fiecare aspect al centrului dvs. de apeluri.\nCa atare, poate fi un instrument pentru <strong>\u00eembun\u0103t\u0103\u021birea general\u0103<\/strong>, dar \u0219i <strong><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-optimization\/\">optimizarea concentrat\u0103<\/a> <\/strong>a proceselor neperformante. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">De ce este important\u0103 analiza comparativ\u0103 a centrelor de apel?<\/h3>\n\n\n\n<p>De\u0219i valoarea unui raport de benchmarking pentru call center poate fi dificil de exprimat \u00eentr-o simpl\u0103 statistic\u0103, beneficiile sale nu ar trebui subestimate.\nIat\u0103 doar c\u00e2teva dintre avantajele cheie la care v\u0103 pute\u021bi a\u0219tepta dup\u0103 implementare. <\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Perspective <strong>precise asupra performan\u021bei:<\/strong><br\/>Benchmarking ofer\u0103 un cadru standardizat pentru evaluarea performan\u021bei centrului de contact, permi\u021b\u00e2nd organiza\u021biilor s\u0103 identifice punctele forte \u0219i punctele slabe \u00een compara\u021bie cu standardele din industrie sau cu concuren\u021bii.<\/li>\n\n\n\n<li><strong>Oportunit\u0103\u021bi de optimizare ac\u021bionabile:<\/strong><br\/>Prin compararea parametrilor de performan\u021b\u0103 cu reperele din industrie sau cu cei mai performan\u021bi, centrele de apel pot identifica zonele \u00een care au performan\u021be slabe \u0219i pot prioritiza eforturile de \u00eembun\u0103t\u0103\u021bire.<\/li>\n\n\n\n<li><strong>Stabilirea unor obiective realiste:<\/strong><br\/>Benchmarking ajut\u0103 centrele de apel s\u0103 stabileasc\u0103 obiective de performan\u021b\u0103 realiste, bazate pe standardele din industrie sau pe cele mai bune practici \u00een materie de centre de apel, pentru benchmarking, facilit\u00e2nd alinierea obiectivelor \u0219i impulsion\u00e2nd ini\u021biativele de \u00eembun\u0103t\u0103\u021bire continu\u0103.<\/li>\n\n\n\n<li><strong>\u00cembun\u0103t\u0103\u021birea procesului decizional bazat pe date:<\/strong><br\/>Perspectivele bazate pe date din benchmarking permit luarea deciziilor \u00een cuno\u0219tin\u021b\u0103 de cauz\u0103, permi\u021b\u00e2nd managerilor centrelor de apel s\u0103 aloce resursele \u00een mod eficient, s\u0103 implementeze strategii specifice \u0219i s\u0103 optimizeze procesele pentru a ob\u021bine rezultate mai bune.<\/li>\n\n\n\n<li><strong>Avantaj competitiv sporit:<\/strong><br\/>Exploatarea datelor de benchmarking pentru a \u00eembun\u0103t\u0103\u021bi eficien\u021ba opera\u021bional\u0103, satisfac\u021bia clien\u021bilor \u0219i rentabilitatea poate ajuta centrele de apel s\u0103 ob\u021bin\u0103 un avantaj competitiv pe pia\u021b\u0103 \u0219i s\u0103 \u00eembun\u0103t\u0103\u021beasc\u0103 performan\u021ba general\u0103 a afacerii.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Tipuri de benchmarking al centrelor de apel<\/h2>\n\n\n\n<p>Evaluarea comparativ\u0103 a centrelor de apel poate fi \u00eemp\u0103r\u021bit\u0103, \u00een general, \u00een <strong>dou\u0103 tipuri <\/strong>, \u00een func\u021bie de subiectul fa\u021b\u0103 de care v\u0103 compara\u021bi performan\u021ba.\nFiecare are avantajele \u0219i cele mai bune cazuri de utilizare, a\u0219a c\u0103 haide\u021bi s\u0103 le trecem \u00een revist\u0103 rapid. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1.<\/strong> <strong>Benchmarking concuren\u021bial:<\/strong><\/h3>\n\n\n\n<p>Se concentreaz\u0103 pe o singur\u0103 \u021bint\u0103 (de exemplu, concurentul direct), \u00eencerc\u00e2nd s\u0103 o egaleze sau, \u00een mod ideal, s\u0103 o dep\u0103\u0219easc\u0103 \u00eentr-un anumit aspect.<\/p>\n\n\n\n<p><strong>Beneficii<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00cembun\u0103t\u0103\u021birea domeniilor de activitate problematice<\/li>\n\n\n\n<li>\u00cembun\u0103t\u0103\u021birea viabilit\u0103\u021bii competitive<\/li>\n\n\n\n<li>Oferte c\u00e2\u0219tig\u0103toare<\/li>\n\n\n\n<li>Cre\u0219tere a cotei de pia\u021b\u0103<\/li>\n<\/ul>\n\n\n\n<p><strong>Caz de utilizare: <br\/><\/strong>Imagina\u021bi-v\u0103 c\u0103 primi\u021bi feedback negativ cu privire la serviciul dumneavoastr\u0103 pentru clien\u021bi de la un client care pleac\u0103 la un concurent.\nDup\u0103 ce analiza\u021bi portalurile de recenzii ale companiei dvs. \u0219i ale celeilalte companii, descoperi\u021bi c\u0103 aceasta este o tem\u0103 comun\u0103. <br\/><br\/>Pentru a rezolva aceast\u0103 problem\u0103, evalua\u021bi parametrii referitori la serviciul pentru clien\u021bi, cum ar fi <strong>timpii de a\u0219teptare<\/strong>, <strong>rezolv\u0103rile la primul apel<\/strong> \u0219i <strong>satisfac\u021bia clien\u021bilor<\/strong>.<br\/><br\/>Dup\u0103 m\u0103surarea performan\u021bei curente, se stabilesc <strong>KPI <\/strong>(Key Performance Indicators) pe <strong>termen lung <\/strong> pentru a stimula <strong>\u00eembun\u0103t\u0103\u021birea continu\u0103<\/strong> prin eforturi specifice, formarea angaja\u021bilor, optimizarea fluxului de apeluri etc.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2.<\/strong> <strong>Benchmarking de proces:<\/strong><\/h3>\n\n\n\n<p>Se concentreaz\u0103 pe opera\u021biunile globale ale call center-ului, c\u0103ut\u00e2nd zone de \u00eembun\u0103t\u0103\u021bire prin m\u0103surarea statisticilor de performan\u021b\u0103 curente \u0219i compararea acestora cu standardele din industrie pentru a se asigura c\u0103 niciun aspect al call center-ului nu este neperformant.<br\/><br\/><strong>Beneficii<\/strong>:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Perspective aprofundate asupra performan\u021bei actuale<\/li>\n\n\n\n<li>Oportunit\u0103\u021bi de optimizare ac\u021bionabile<\/li>\n\n\n\n<li>Men\u021binerea pozi\u021biei pe pia\u021b\u0103.<\/li>\n<\/ul>\n\n\n\n<p><strong>Caz de utilizare:<br\/><\/strong>Imagina\u021bi-v\u0103 c\u0103 implementa\u021bi un instrument de benchmarking pentru call center.\nDup\u0103 ceva timp, descoperi\u021bi c\u0103 <strong>conversiile <\/strong>dvs. <strong>outbound <\/strong>sunt cu mult sub standardul industriei, \u00een timp ce \u00een ceea ce prive\u0219te <strong>lead-urile inbound<\/strong> p\u0103re\u021bi s\u0103 dep\u0103\u0219i\u021bi restul pie\u021bei. <\/p>\n\n\n\n<p>Pe baza acestor informa\u021bii, pute\u021bi lua decizia \u00een cuno\u0219tin\u021b\u0103 de cauz\u0103 de a <strong>realoca unele resurse <\/strong>de la intrare la ie\u0219ire, men\u021bin\u00e2nd performan\u021ba \u00een primul caz \u0219i sporind eficien\u021ba \u00een al doilea.<\/p>\n\n\n\n<p>Investi\u021bi <strong>fondurile<\/strong> suplimentare \u00een <strong>formarea angaja\u021bilor<\/strong> \u0219i \u00een dispozitivul de <strong>apelare inteligent<\/strong> \u0219i utiliza\u021bi orele suplimentare disponibile pentru a optimiza <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/cele-mai-bune-scripturi-de-apelare-la-rece-20-de-exemple-modele-si-sfaturi\/\"><strong>scenariile de apelare la rece<\/strong><\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">10 metrici esen\u021biale pentru call center pentru benchmarking<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/16-metrici-esentiale-de-urmarire-a-apelurilor-pentru-cresterea-afacerii\/\">M\u0103sur\u0103torile de urm\u0103rire a apelurilor<\/a> sunt piatra de temelie a procesului de analiz\u0103 comparativ\u0103 \u0219i optimizare \u00een ansamblu.\n\u0218i, \u00een timp ce acestea sunt sensibile la caz \u00een func\u021bie de ceea ce \u00eencerca\u021bi s\u0103 ob\u021bine\u021bi, exist\u0103 <strong>10 indicatori <\/strong>pe care fiecare call center ar trebui s\u0103 \u00eei urm\u0103reasc\u0103 \u00eendeaproape. <\/p>\n\n\n\n<p class=\"has-text-align-left\"><strong>1. Rata de conversie:<\/strong> Procentul de apeluri outbound care conduc la un rezultat dorit, cum ar fi o v\u00e2nzare, programarea unei \u00eent\u00e2lniri sau generarea de lead-uri.\nAceasta m\u0103soar\u0103 eficien\u021ba eforturilor de v\u00e2nz\u0103ri outbound \u00een convertirea clien\u021bilor poten\u021biali \u00een clien\u021bi sau \u00een clien\u021bi poten\u021biali califica\u021bi. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Indice de referin\u021b\u0103 global: <\/strong><a href=\"https:\/\/capturly.com\/blog\/average-conversion-rate\/\" target=\"_blank\" rel=\"noopener\">2.35%<\/a><\/p>\n\n\n\n<p><strong>2.<\/strong> <strong>Durata medie a apelului:<\/strong> Durata medie a timpului petrecut cu apelurile de v\u00e2nz\u0103ri outbound.\nAceast\u0103 m\u0103sur\u0103toare ofer\u0103 informa\u021bii despre eficien\u021ba conversa\u021biilor de v\u00e2nz\u0103ri \u0219i ajut\u0103 la identificarea oportunit\u0103\u021bilor de a ra\u021bionaliza interac\u021biunile \u0219i de a \u00eembun\u0103t\u0103\u021bi productivitatea. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Benchmark global: <\/strong>5 minute \u0219i 2 secunde (302 secunde).<\/p>\n\n\n\n<p><strong>3.<\/strong> <strong>Timpul de r\u0103spuns al clientului poten\u021bial:<\/strong> timpul scurs \u00eentre primirea unui client poten\u021bial \u0219i efectuarea primului apel de v\u00e2nz\u0103ri outbound.\nTimpii rapizi de r\u0103spuns sunt esen\u021biali pentru implicarea clien\u021bilor poten\u021biali \u00een timp ce interesul lor este ridicat \u0219i pentru cre\u0219terea probabilit\u0103\u021bii de conversie. <\/p>\n\n\n\n<p class=\"has-text-align-center\">Punct de <strong>referin\u021b\u0103 global:<\/strong><a href=\"https:\/\/www.chilipiper.com\/article\/speed-to-lead-statistics\" target=\"_blank\" rel=\"noopener\">Variaz\u0103 \u00een func\u021bie de industrie<\/a>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Asisten\u021b\u0103 medical\u0103: 2 ore \u0219i 5 minute.<\/li>\n\n\n\n<li>Telecomunica\u021bii: 16 minute.<\/li>\n\n\n\n<li>Afaceri mici: 48 de minute<\/li>\n\n\n\n<li>\u00centreprinderi mijlocii: 1 or\u0103 \u0219i 38 de minute.<\/li>\n\n\n\n<li>Enterprise: 1 or\u0103 \u0219i 28 de minute.<\/li>\n<\/ul>\n\n\n\n<p><strong>4. Eficien\u021ba de apelare:<\/strong> Raportul dintre conexiunile reu\u0219ite \u0219i \u00eencerc\u0103rile de apeluri outbound, adesea exprimat ca procent.\nEficien\u021ba de apelare m\u0103soar\u0103 eficien\u021ba de a ajunge la clien\u021bi poten\u021biali \u0219i ajut\u0103 la optimizarea strategiilor de apelare pentru a maximiza ratele de contact \u0219i oportunit\u0103\u021bile de v\u00e2nzare. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Benchmark global: <\/strong><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/industry-standards-top-call-center-kpis\" target=\"_blank\" rel=\"noopener\">80% \u00een 20 de secunde<\/a>.<\/p>\n\n\n\n<p><strong>5. Viteza conductei:<\/strong> Rata la care prospec\u021bii trec prin conducta de v\u00e2nz\u0103ri de la contactul ini\u021bial p\u00e2n\u0103 la conversie.\nActivit\u0103\u021bile de v\u00e2nz\u0103ri outbound influen\u021beaz\u0103 viteza pipeline-ului \u0219i ofer\u0103 informa\u021bii privind eficien\u021ba proceselor de v\u00e2nz\u0103ri \u0219i starea general\u0103 a p\u00e2lniei de v\u00e2nz\u0103ri. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Referin\u021b\u0103 global\u0103: <\/strong>Variaz\u0103 foarte mult. <a href=\"https:\/\/www.triblio.com\/pipeline-velocity\" target=\"_blank\" rel=\"noopener\">Calcula\u021bi-l pe al dumneavoastr\u0103<\/a>.<\/p>\n\n\n\n<p><strong>6.<\/strong> <strong>Viteza medie de r\u0103spuns (ASA):<\/strong> Timpul mediu necesar pentru ca un agent de asisten\u021b\u0103 s\u0103 r\u0103spund\u0103 la apelurile primite.\nASA este o m\u0103sur\u0103 a capacit\u0103\u021bii de reac\u021bie a centrului de apeluri \u0219i a timpului de a\u0219teptare al clien\u021bilor. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Punct de referin\u021b\u0103 global: <\/strong>34,4 secunde.<\/p>\n\n\n\n<p><strong>7.<\/strong> <strong>Rezolvarea primului apel (FCR):<\/strong> Procentul de apeluri primite rezolvate \u00een timpul primei interac\u021biuni cu un agent de asisten\u021b\u0103 f\u0103r\u0103 a fi nevoie de escaladare sau urm\u0103rire.\nFCR este un indicator al satisfac\u021biei clien\u021bilor \u0219i al eficien\u021bei opera\u021bionale. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Benchmark global: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">70% &#8211; 75%<\/a><\/p>\n\n\n\n<p><strong>8.<\/strong> <strong>Timpul mediu de gestionare (AHT):<\/strong> Durata medie a apelurilor primite, de la momentul \u00een care acestea sunt preluate de un agent de asisten\u021b\u0103 p\u00e2n\u0103 la momentul \u00een care sunt finalizate.\nAHT m\u0103soar\u0103 eficien\u021ba interac\u021biunilor de asisten\u021b\u0103 \u0219i ajut\u0103 la identificarea oportunit\u0103\u021bilor de eficientizare a proceselor. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Reper global:<\/strong> 6 minute.<\/p>\n\n\n\n<p><strong>9. Rata de abandonare a apelurilor:<\/strong> Procentul de apeluri primite pe care clien\u021bii le abandoneaz\u0103 \u00een timp ce a\u0219teapt\u0103 s\u0103 vorbeasc\u0103 cu un agent de asisten\u021b\u0103.\nO rat\u0103 ridicat\u0103 de abandonare poate indica timpi de a\u0219teptare lungi sau un nivel inadecvat al personalului. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Benchmark global: <\/strong>5% &#8211; 8%<\/p>\n\n\n\n<p><strong>10.<\/strong> <strong>Scorul de satisfac\u021bie a clien\u021bilor (CSAT):<\/strong> Un parametru utilizat pentru a m\u0103sura satisfac\u021bia clien\u021bilor cu privire la experien\u021ba de asisten\u021b\u0103, colectat de obicei prin sondaje post-apel sau mecanisme de feedback.\nScorurile CSAT ofer\u0103 informa\u021bii cu privire la calitatea interac\u021biunilor de asisten\u021b\u0103 \u0219i la furnizarea general\u0103 a serviciilor. <\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Benchmark global: <\/strong><a href=\"https:\/\/blog.hubspot.com\/service\/customer-satisfaction-score\" target=\"_blank\" rel=\"noopener\">75% &#8211; 80%<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cei 5 pa\u0219i de expert pentru a \u00eencepe s\u0103 v\u0103 urm\u0103ri\u021bi metricile<\/h2>\n\n\n\n<p>Este u\u0219or s\u0103 te sim\u021bi cople\u0219it doar de conceptul de benchmarking.\nCu toate acestea, este de fapt destul de u\u0219or!\nIat\u0103 cei 5 pa\u0219i pe care trebuie s\u0103 \u00eei urma\u021bi pentru a \u00eencepe.  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Defini\u021bi indicatorii-cheie de performan\u021b\u0103 (KPI):<\/strong><strong><br\/><\/strong>\u00cencepe\u021bi prin a identifica parametrii specifici care sunt cei mai relevan\u021bi pentru scopurile \u0219i obiectivele centrului dvs. de apeluri.<br\/><br\/>Ace\u0219tia ar putea include parametri precum timpul mediu de manipulare, rata de solu\u021bionare a primului apel, scorul de satisfac\u021bie a clien\u021bilor \u0219i acordurile privind nivelul serviciilor.<br\/><br\/>Asigura\u021bi-v\u0103 c\u0103 indicatorii cheie de performan\u021b\u0103 ale\u0219i se aliniaz\u0103 la priorit\u0103\u021bile strategice ale organiza\u021biei dvs. \u0219i sunt m\u0103surabili \u0219i ac\u021bionabili.<br\/><\/li>\n\n\n\n<li><strong>Alege\u021bi instrumentele potrivite pentru aceast\u0103 sarcin\u0103:<br\/><\/strong>Investi\u021bi \u00een software sau instrumente de urm\u0103rire a call center-ului care v\u0103 permit s\u0103 colecta\u021bi, s\u0103 analiza\u021bi \u0219i s\u0103 monitoriza\u021bi cu acurate\u021be KPI-urile alese.<br\/><br\/>C\u0103uta\u021bi caracteristici precum <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-reporting-the-definitive-guide\/\">raportarea \u00een timp real<\/a>, panouri de control personalizabile \u0219i capacit\u0103\u021bi de integrare cu alte sisteme, cum ar fi software-ul CRM.<br\/><br\/>Alegerea instrumentelor potrivite va simplifica procesul de urm\u0103rire \u0219i v\u0103 va oferi informa\u021bii utile pentru \u00eembun\u0103t\u0103\u021birea performan\u021bei.<br\/><\/li>\n\n\n\n<li><strong>Stabili\u021bi parametrii de referin\u021b\u0103:<\/strong><strong><br\/><\/strong>\u00cenainte de a implementa orice schimb\u0103ri sau \u00eembun\u0103t\u0103\u021biri, stabili\u021bi parametri de referin\u021b\u0103 pentru fiecare KPI pentru a \u00een\u021belege nivelurile actuale de performan\u021b\u0103.<br\/><br\/>Acest lucru va servi ca punct de referin\u021b\u0103 pentru m\u0103surarea progresului \u0219i evaluarea eficacit\u0103\u021bii oric\u0103ror ini\u021biative sau strategii implementate \u00een viitor.<br\/><br\/>Analiza\u021bi datele istorice pentru a identifica tendin\u021bele \u0219i modelele care v\u0103 pot informa parametrii de referin\u021b\u0103.<br\/><\/li>\n\n\n\n<li><strong>Stabili\u021bi obiective \u0219i repere:<\/strong><strong><br\/><\/strong>Pe baza standardelor din industrie, a celor mai bune practici \u0219i a obiectivelor organiza\u021biei dvs., stabili\u021bi obiective \u0219i repere pentru fiecare KPI.<br\/><br\/>Aceste obiective ar trebui s\u0103 fie realiste, m\u0103surabile \u0219i limitate \u00een timp, oferind o direc\u021bie clar\u0103 spre care s\u0103 tind\u0103 echipa dvs. de call center.<br\/><br\/>Revizui\u021bi \u0219i ajusta\u021bi periodic aceste obiective, dup\u0103 cum este necesar, pentru a reflecta schimb\u0103rile \u00een priorit\u0103\u021bile de afaceri sau condi\u021biile de pia\u021b\u0103.<br\/><\/li>\n\n\n\n<li><strong>Implementa\u021bi monitorizarea \u0219i analiza continu\u0103<br\/><\/strong> <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/monitorizarea-call-center-7-practici-beneficii-si-instrumente\/\">Monitoriza\u021bi \u0219i analiza\u021bi<\/a> \u00een mod continuu <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/monitorizarea-call-center-7-practici-beneficii-si-instrumente\/\">metricile call center-ului t\u0103u<\/a> pentru a urm\u0103ri tendin\u021bele de performan\u021b\u0103, pentru a identifica zonele de \u00eembun\u0103t\u0103\u021bire \u0219i pentru a m\u0103sura progresul c\u0103tre obiectivele tale.<br\/><br\/>Utiliza\u021bi instrumentele dvs. de urm\u0103rire pentru a genera rapoarte \u0219i informa\u021bii periodice.\nImplica\u021bi principalele p\u0103r\u021bi interesate \u00een revizuirea \u0219i interpretarea datelor. <br\/><br\/>Utiliza\u021bi aceste informa\u021bii pentru a lua decizii bazate pe date, pentru a implementa ac\u021biuni corective \u0219i pentru a stimula \u00eembun\u0103t\u0103\u021birea continu\u0103 a performan\u021bei \u00een cadrul centrului dvs. de apeluri.<\/li>\n<\/ul>\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 cei mai buni furnizori de call center pentru optimizarea proceselor dumneavoastr\u0103.<\/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=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-buyers-guide.svg\" alt=\"\" class=\"wp-image-177321\" style=\"object-fit:cover\"\/><\/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\/call-center-software-ebook\/\">Cite\u0219te gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Cele 4 instrumente cheie pentru call center pentru a stimula benchmarking-ul<\/h2>\n\n\n\n<p>\u00cen era digital\u0103 de ast\u0103zi, nu este nevoie s\u0103 face\u021bi totul manual. <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-call-center-software\/\">Software-ul modern pentru call center<\/a> ofer\u0103 multe caracteristici utile pentru a face optimizarea (\u0219i via\u021ba dvs.) mai u\u0219oar\u0103.\nMai jos, ve\u021bi g\u0103si cele 4 <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-features\/\">caracteristici<\/a> pe care ar trebui s\u0103 le lua\u021bi \u00een considerare cu siguran\u021b\u0103 pentru implementare. <\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-research-your-prospects\">#1 <strong><strong>Analizele Call Center<\/strong><\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Prezentare general\u0103:<\/strong><\/h5>\n\n\n\n<p>Centraliza\u021bi toate datele echipei dvs. \u0219i accesa\u021bi tot ceea ce trebuie s\u0103 \u0219ti\u021bi cu privire la performan\u021ba agentului dvs. sau la statisticile privind apelurile, pentru a face previziuni \u0219i a v\u0103 optimiza strategia.<\/p>\n\n\n\n<p>Merge\u021bi c\u00e2t de ad\u00e2nc dori\u021bi.\nUrm\u0103ri\u021bi fiecare pas al fiec\u0103rui apel de intrare sau de ie\u0219ire.\nUtiliza\u021bi aceste informa\u021bii pentru a evalua \u00een mod expert performan\u021ba agen\u021bilor individuali \u0219i a departamentelor deopotriv\u0103.  <\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Cel mai bun pentru:<\/strong><\/h5>\n\n\n\n<p>Opera\u021biuni Inbound \u0219i Outbound<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Beneficii:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00cen\u021belegerea complex\u0103 a performan\u021bei Call Center<\/li>\n\n\n\n<li>Analiza aprofundat\u0103 a departamentelor \u0219i agen\u021bilor<\/li>\n\n\n\n<li>Coaching strategic direc\u021bionat<\/li>\n\n\n\n<li>Luarea deciziilor pe baz\u0103 de date<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Solu\u021bie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Pre\u021b ($ pe utilizator\/lun\u0103)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$30<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Aircall\">\n<p><strong>Aircall<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Justcall\">\n<p><strong>Justcall<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong> <\/strong>$49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group expand\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"OpenPhone\">\n<p><strong>OpenPhone<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$23<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong>Ringover<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$44<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong><strong>RingCentral<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$35<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/ro\/software-de-call-center-cu-statistici\/\">Mai mult<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-increase-your-number-of-calls\"><strong>#2 <strong>Panouri de control analitic<\/strong><\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Prezentare general\u0103:<\/strong><\/h5>\n\n\n\n<p>Monitoriza\u021bi tot ce se \u00eent\u00e2mpl\u0103 \u00een echipele dvs. \u00een timp real, de la apeluri active, cozi, identitatea apelantului \u0219i disponibilitatea agentului.\nVizualiza\u021bi rapoarte \u00een intervale orare sau pentru \u00eentreaga zi dintr-o singur\u0103 privire. <\/p>\n\n\n\n<p>Permite\u021bi reprezentan\u021bilor s\u0103 creeze statusuri personalizate pentru a men\u021bine o imagine clar\u0103 asupra tuturor \u0219i a tuturor lucrurilor.\nIdentifica\u021bi blocajele, \u00eemp\u0103r\u021bi\u021bi sarcinile \u00een mod egal \u0219i rezolva\u021bi crizele pe m\u0103sur\u0103 ce apar. <\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Cel mai bun pentru:<\/strong><\/h5>\n\n\n\n<p>Opera\u021biuni Inbound \u0219i Outbound<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Beneficii:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Acces la informa\u021bii \u00een timp real<\/li>\n\n\n\n<li>Cadru de timp personalizabil<\/li>\n\n\n\n<li>Rezolvarea practic\u0103 a problemelor<\/li>\n\n\n\n<li>Statusuri personalizate ale agen\u021bilor<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Solu\u021bie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Pre\u021b ($ pe utilizator\/lun\u0103)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$30<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/dashboard\/\">Mai mult<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-time-your-calls-right\"><strong>#3 Monitorizarea apelurilor<\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Prezentare general\u0103:<\/strong><\/h5>\n\n\n\n<p>Permite\u021bi managerilor \u0219i agen\u021bilor cu experien\u021b\u0103 s\u0103 se al\u0103ture apelurilor de asisten\u021b\u0103 \u0219i v\u00e2nz\u0103ri pentru a oferi asisten\u021b\u0103, a evalua performan\u021ba agen\u021bilor sau a evalua eficien\u021ba scenariilor de apel.<\/p>\n\n\n\n<p>Alege\u021bi nivelul preferat de vizibilitate pentru a interveni direct \u00een apeluri \u0219i a lua parte la apeluri \u00een 3 direc\u021bii, pentru a \u0219opti la urechea agentului dvs. f\u0103r\u0103 ca clientul s\u0103 \u0219tie sau pentru a fi doar o musc\u0103 pe perete cu ascultarea apelurilor.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\">Cel mai bun pentru:  <\/h5>\n\n\n\n<p>Opera\u021biuni Inbound \u0219i Outbound<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Beneficii:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Vizibilitate selectabil\u0103<\/li>\n\n\n\n<li>Rezolvarea simpl\u0103 a problemelor<\/li>\n\n\n\n<li>\u00cembun\u0103t\u0103\u021birea experien\u021bei clien\u021bilor  <\/li>\n\n\n\n<li>O mai bun\u0103 preg\u0103tire \u0219i integrare a agen\u021bilor<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Solu\u021bie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Pre\u021b ($ pe utilizator\/lun\u0103)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Aircall\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/cea-mai-buna-alternativa-si-cel-mai-mare-concurent-pentru-aircall-in-2022\/\">Aircall<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Justcall\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/cea-mai-buna-alternativa-si-cel-mai-mare-concurent-pentru-justcall-in-2022\/\">Justcall<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong> <\/strong>$49<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group expand\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"OpenPhone\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/openphone-alternative\/\">OpenPhone<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$23<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/ro-3\/\">Ringover<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$21<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Ringover\">\n<p><strong><a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/cea-mai-buna-alternativa-si-cel-mai-mare-concurent-pentru-ringcentral-in-2023\/\">RingCentral<\/a><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$25<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/ro\/monitorizarea-apelurilor\/\">Mai mult<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-anticipate-the-customer-s-needs\"><strong><strong>#4 Avizier<\/strong><\/strong><\/h4>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Prezentare general\u0103<\/strong><\/h5>\n\n\n\n<p>Gamifica\u021bi opera\u021biunile zilnice \u0219i stimula\u021bi ini\u021biativele prin transmiterea datelor \u00een timp real din sistemul dvs. de analiz\u0103 direct pe panourile de control ale agen\u021bilor sau pe ecranele LCD ale centrelor de apeluri, inclusiv parametrii actuali, clasamentele agen\u021bilor \u0219i multe altele.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\">Cel mai bun pentru:  <\/h5>\n\n\n\n<p>Opera\u021biuni Inbound \u0219i Outbound<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Beneficii:<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Flux analitic live<\/li>\n\n\n\n<li>Cadru de timp personalizabil<\/li>\n\n\n\n<li>Angajament mai mare al angaja\u021bilor<\/li>\n\n\n\n<li>Motivarea mai bun\u0103 a agen\u021bilor<\/li>\n<\/ul>\n\n\n\n<div id=\"Pricing:\" class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" id=\"Solution\">\n<p id=\"Solution\">Solu\u021bie<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"Price;($;per;user\/month)\">\n<div class=\"wp-block-group ct-table-header-group cloud-telephony has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\">Pre\u021b ($ pe utilizator\/lun\u0103)<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" id=\"CloudTalk\">\n<p><strong>CloudTalk<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>$50<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d 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\/ro\/wallboard-2\/\">Mai mult<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Privind \u00een perspectiv\u0103: Viitorul benchmarking-ului apelurilor<\/h2>\n\n\n\n<p>\u00centr-o lume ideal\u0103, viitorul urm\u0103ririi apelurilor ar fi unul \u00een care majoritatea sarcinilor se rezolv\u0103 de la sine.\nEi bine, ve\u0219ti bune!\nTr\u0103i\u021bi \u00eentr-o astfel de lume.    <\/p>\n\n\n\n<p>Datorit\u0103 progreselor recente \u00een domeniul inteligen\u021bei artificiale \u0219i al \u00eenv\u0103\u021b\u0103rii automate, majoritatea <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/the-ultime-call-center-solution-list\/\">solu\u021biilor software<\/a> pot oferi deja informa\u021bii exacte despre performan\u021ba companiei dvs. \u0219i vor continua s\u0103 se \u00eembun\u0103t\u0103\u021beasc\u0103.<\/p>\n\n\n\n<p>Exper\u021bii anticipeaz\u0103 c\u0103, \u00een viitorul apropiat, ve\u021bi putea automatiza urm\u0103rirea, sincronizarea \u0219i <strong>interpretarea<\/strong> datelor.\nInstrumentele sofisticate ar trebui s\u0103 fie capabile s\u0103 propun\u0103 recomand\u0103ri de ac\u021biune pentru urm\u0103torii pa\u0219i, pe baza <strong>parametrilor de apel<\/strong> \u0219i a <strong>obiectivelor companiei<\/strong>. <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#DFF0F6\"><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><strong>Sau \u00eel pute\u021bi l\u0103sa pe CloudTalk.<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"\" class=\"wp-image-201222\"\/><\/figure>\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 wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/ro\/programeaza-un-demo\/\">Contact v\u00e2nz\u0103ri<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u00centreb\u0103ri frecvente:<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce sunt metricile centrelor de apel?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>M\u0103sur\u0103torile centrelor de apeluri sunt m\u0103suri cuantificabile utilizate pentru a evalua performan\u021ba \u0219i eficien\u021ba opera\u021biunilor centrelor de apeluri.<br \/>\nAce\u0219ti parametri ajut\u0103 organiza\u021biile s\u0103 evalueze diverse aspecte ale performan\u021bei serviciilor lor pentru clien\u021bi, inclusiv eficien\u021ba, productivitatea, calitatea \u0219i satisfac\u021bia clien\u021bilor.<br \/>\nParametrii comuni ai centrelor de apeluri includ timpul mediu de tratare (AHT), rata de rezolvare a primului apel (FCR), acordurile privind nivelul serviciilor (SLA), scorurile de satisfac\u021bie a clien\u021bilor (CSAT) \u0219i rata de abandonare a apelurilor.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Cum s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi metrica centrelor de apel?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u00cembun\u0103t\u0103\u021birea <a href=\"https:\/\/www.cloudtalk.io\/blog\/what-are-call-tracking-metrics\/\" target=\"_blank\" rel=\"noopener\">parametrilor centrului de apeluri<\/a> implic\u0103 implementarea de strategii \u0219i ini\u021biative menite s\u0103 \u00eembun\u0103t\u0103\u021beasc\u0103 performan\u021ba \u00een domenii cheie.<br \/>\nUnele abord\u0103ri eficiente pentru \u00eembun\u0103t\u0103\u021birea metricilor centrului de apeluri includ: <\/p>\n<p>&#8211; Implementarea instrumentelor de gestionare a for\u021bei de munc\u0103 pentru a optimiza programarea \u0219i nivelurile de personal.<\/p>\n<p>&#8211; Furnizarea de programe complete de formare \u0219i coaching pentru \u00eembun\u0103t\u0103\u021birea competen\u021belor \u0219i cuno\u0219tin\u021belor agen\u021bilor.<\/p>\n<p>&#8211; Simplificarea proceselor \u0219i reducerea etapelor inutile pentru a reduce timpul mediu de manipulare.<\/p>\n<p>&#8211; \u00cembun\u0103t\u0103\u021birea infrastructurii tehnologice pentru a spori fiabilitatea sistemului \u0219i a reduce la minimum timpii mor\u021bi.<\/p>\n<p>&#8211; Punerea \u00een aplicare a mecanismelor de feedback pentru clien\u021bi \u00een vederea identific\u0103rii domeniilor de \u00eembun\u0103t\u0103\u021bire \u0219i a cre\u0219terii satisfac\u021biei.<\/p>\n<p>&#8211; Stabilirea unor obiective clare de performan\u021b\u0103 \u0219i oferirea de stimulente pentru motivarea agen\u021bilor.<\/p>\n<p>&#8211; Monitorizarea \u0219i analizarea periodic\u0103 a parametrilor pentru a identifica tendin\u021bele \u0219i domeniile care necesit\u0103 \u00eembun\u0103t\u0103\u021biri.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce este KPI \u00een call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>KPI \u00eenseamn\u0103 Key Performance Indicator (indicator cheie de performan\u021b\u0103), care este o valoare m\u0103surabil\u0103 utilizat\u0103 pentru a evalua succesul unei organiza\u021bii sau al unei activit\u0103\u021bi specifice \u00een atingerea obiectivelor sale.<br \/>\n\u00cen contextul unui call center, KPI sunt parametrii utiliza\u021bi pentru a evalua performan\u021ba \u0219i eficien\u021ba <a href=\"https:\/\/www.cloudtalk.io\/blog\/call-center-operations\/\" target=\"_blank\" rel=\"noopener\">opera\u021biunilor call center<\/a>.   <\/p>\n<p>Aceste m\u0103sur\u0103tori reflect\u0103, de obicei, aspecte critice ale performan\u021bei centrelor de apel, cum ar fi productivitatea agen\u021bilor, satisfac\u021bia clien\u021bilor, calitatea serviciilor \u0219i eficien\u021ba opera\u021bional\u0103.<br \/>\nKPI-urile comune ale centrelor de apeluri includ parametri precum timpul mediu de gestionare, rata de rezolvare a primului apel, scorurile de satisfac\u021bie a clien\u021bilor \u0219i acordurile privind nivelul serviciilor. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710149050963\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">C\u00e2t de des ar trebui s\u0103 se efectueze previziuni pentru call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Previziunile privind centrele de apel trebuie efectuate \u00een mod regulat pentru a asigura planificarea exact\u0103 a for\u021bei de munc\u0103 \u0219i alocarea resurselor.<br \/>\nFrecven\u021ba previziunilor depinde de diver\u0219i factori, inclusiv de modelele volumului de apeluri, de sezonalitate \u0219i de dinamica activit\u0103\u021bii.   <\/p>\n<p>\u00cen general, previziunile centrelor de apeluri se realizeaz\u0103 zilnic, s\u0103pt\u0103m\u00e2nal, lunar sau trimestrial.<br \/>\nPreviziunile pe termen scurt se pot concentra pe previziunile zilnice sau s\u0103pt\u0103m\u00e2nale ale volumului de apeluri pentru a optimiza nivelurile de personal \u0219i programarea, \u00een timp ce previziunile pe termen lung pot implica proiec\u021bii trimestriale sau anuale pentru a sprijini planificarea strategic\u0103 \u0219i deciziile de alocare a resurselor.   <\/p>\n<p>Actualizarea \u0219i perfec\u021bionarea periodic\u0103 a modelelor de prognoz\u0103 pe baza datelor istorice \u0219i a tendin\u021belor actuale este esen\u021bial\u0103 pentru a asigura acurate\u021bea \u0219i eficien\u021ba gestion\u0103rii for\u021bei de munc\u0103.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710361087293\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Care sunt poten\u021bialele dezavantaje ale previziunilor imprecise?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Previziunile inexacte \u00een centrele de apel pot duce la mai multe dezavantaje \u0219i provoc\u0103ri poten\u021biale, inclusiv:<\/p>\n<p>&#8211; Subdimensionarea sau supradimensionarea personalului: Previziunile imprecise pot duce la o lips\u0103 de personal \u00een perioadele de v\u00e2rf ale volumului de apeluri, ceea ce duce la timpi de a\u0219teptare lungi, rate crescute de abandonare a apelurilor \u0219i sc\u0103derea satisfac\u021biei clien\u021bilor.<br \/>\n\u00cen schimb, excesul de personal \u00een timpul volumului sc\u0103zut de apeluri poate duce la agen\u021bi inactivi \u0219i la costuri inutile cu for\u021ba de munc\u0103. <\/p>\n<p>&#8211; Alocarea ineficient\u0103 a resurselor: Previziunile imprecise pot duce la alocarea ineficient\u0103 a resurselor, resursele fiind alocate canalelor sau sarcinilor gre\u0219ite.<br \/>\nAcest lucru poate duce la performan\u021be \u0219i productivitate sub nivelul optim \u00een cadrul centrului de apeluri. <\/p>\n<p>&#8211; Nerespectarea acordurilor privind nivelul serviciilor (SLA): Previziunile inexacte pot duce la nerespectarea SLA-urilor, deoarece centrele de apeluri pot s\u0103 nu aib\u0103 personalul sau resursele adecvate pentru a \u00eendeplini obiectivele privind nivelul de servicii \u00een perioadele de v\u00e2rf.<\/p>\n<p>&#8211; Costuri de exploatare mai mari: Previziunile inexacte pot duce la costuri de exploatare mai mari din cauza ineficien\u021bei \u00een gestionarea for\u021bei de munc\u0103, a cheltuielilor crescute cu orele suplimentare \u0219i a penalit\u0103\u021bilor poten\u021biale pentru nerespectarea obliga\u021biilor contractuale.<\/p>\n<p>&#8211; Sc\u0103derea moralului angaja\u021bilor: Previziunile inexacte pot avea un impact negativ asupra moralului angaja\u021bilor \u0219i a satisfac\u021biei la locul de munc\u0103, deoarece agen\u021bii se pot sim\u021bi cople\u0219i\u021bi \u00een perioadele de v\u00e2rf sau plictisi\u021bi \u00een perioadele mai lente, ceea ce duce la epuizare \u0219i fluctua\u021bie a personalului.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710361105116\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Previziunile pot ajuta \u0219i centrele de apel outbound?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Da, previziunile pot ajuta centrele de apeluri outbound prin prezicerea volumelor de apeluri, a performan\u021bei campaniilor \u0219i a resurselor necesare pentru optimizarea opera\u021biunilor \u0219i maximizarea rezultatelor.  <\/p>\n<p>\u00cen centrele de apeluri outbound, previziunile pot implica prezicerea num\u0103rului de apeluri outbound necesare pentru atingerea obiectivelor de v\u00e2nz\u0103ri, identificarea celor mai bune momente pentru contactarea clien\u021bilor poten\u021biali pentru o eficacitate maxim\u0103 \u0219i alocarea eficient\u0103 a resurselor pentru atingerea obiectivelor campaniei.  <\/p>\n<p>Prin prognozarea precis\u0103 a volumului de apeluri \u0219i a performan\u021bei campaniilor, centrele de apeluri outbound pot optimiza nivelurile de personal, pot \u00eembun\u0103t\u0103\u021bi productivitatea \u0219i pot spori randamentul investi\u021biilor \u00een campanii.  <\/p>\n<p>\u00cen plus, previziunile pot ajuta centrele de apeluri outbound s\u0103 anticipeze fluctua\u021biile cererii, s\u0103 ajusteze nivelurile de personal \u00een consecin\u021b\u0103 \u0219i s\u0103 men\u021bin\u0103 niveluri constante de servicii pentru a ob\u021bine rezultatele dorite.<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Numai \u00een SUA exist\u0103 peste 33 de milioane de \u00eentreprinderi. Pe pia\u021ba concuren\u021bial\u0103 [cgv actual_year], a fi &#8222;bun&#8221; nu mai&#8230;<\/p>\n","protected":false},"author":131,"featured_media":207454,"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-231204","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\/231204","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\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/comments?post=231204"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/231204\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/207454"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=231204"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=231204"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=231204"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}