{"id":49069,"date":"2020-05-18T10:16:47","date_gmt":"2020-05-18T09:16:47","guid":{"rendered":"https:\/\/leaddesk.com\/blog\/blend-inbound-outbound-increase-revenue\/"},"modified":"2022-11-14T15:42:43","modified_gmt":"2022-11-14T14:42:43","slug":"blend-inbound-outbound-increase-revenue","status":"publish","type":"post","link":"https:\/\/leaddesk.com\/fr\/blog\/blend-inbound-outbound-increase-revenue\/","title":{"rendered":"Le Call Blending\u202f: la meilleure m\u00e9thode pour augmenter ses revenus et optimiser ses co\u00fbts"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"

Alors que les appels entrants et sortants ont traditionnellement \u00e9t\u00e9 consid\u00e9r\u00e9s comme des activit\u00e9s distinctes, la technologie et les logiciels ont \u2013 au fil des ann\u00e9es – permis aux centres de contacts de faire fusionner les deux. <\/p>\n","protected":false},"author":32,"featured_media":45894,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[2430,2169,2343],"tags":[2293],"acf":{"blocks_en_new":[{"acf_fc_layout":"hub_subhero","acfe_flexible_toggle":false,"title":"Le Call Blending\u202f: la meilleure m\u00e9thode pour augmenter ses revenus et optimiser ses co\u00fbts ","content":"","subhero_image":45894,"buttons":null,"style":"--blue","subhero_tags":false,"subhero_readtime":false,"reading_time":"5","title_html":"h1","unique_css_name":"","custom_css":""},{"acf_fc_layout":"text_editor_wysiwyg","acfe_flexible_toggle":false,"text-content":"Alors que les appels entrants et sortants ont traditionnellement \u00e9t\u00e9 consid\u00e9r\u00e9s comme des activit\u00e9s distinctes, la technologie et les logiciels ont \u2013 au fil des ann\u00e9es - permis aux centres de contacts de faire fusionner les deux.\u00a0<\/em>\r\n\r\nDans cet article, nous allons vous expliquer comment la combinaison des flux d\u2019appels entrants et sortants dans un m\u00eame logiciel peut faire la diff\u00e9rence dans les op\u00e9rations quotidiennes des centres d\u2019appels.\u00a0<\/em>\r\n

Qu'est-ce que le call <\/span>blending<\/span> ?<\/span><\/span>\u00a0<\/span><\/h2>\r\nTraditionnellement, les centres de contact ont eu tendance \u00e0 se sp\u00e9cialiser sur des missions soit d\u2019appels entrants, soit d\u2019appels sortants. L<\/span>\u2019\u00e9volution des m\u00e9thodes de travail<\/span>, de logiciel et de formation ont conduit \u00e0 un \u00e9loignement entre le service client et la vente.\u00a0<\/span>\u00a0<\/span>\r\n\r\nEn comparaison, les t\u00e9l\u00e9op\u00e9rateurs d\u2019un <\/span>centre de contact<\/span><\/b> mixte<\/span><\/b> traitent \u00e0 la fois les fiches contacts, et \u00e9galement la r\u00e9ception comme l\u2019\u00e9mission des appels. En fonction de la priorit\u00e9 donn\u00e9e au contact, les agents peuvent effectuer le traitement des tickets re\u00e7us au service client, autant qu\u2019effectuer des ventes par t\u00e9l\u00e9phone. Et ce, facilement sur un environnement unique\u202f: c\u2019est ce qu\u2019on appelle du Call Blending.<\/span>\u00a0<\/span>\r\n\r\nL'\u00e9mergence des logiciels de centres d\u2019appels mixtes, combinant les fonctionnalit\u00e9s des flux entrants et sortants, a r\u00e9cemment fait de la mixit\u00e9 une option encore plus viable pour les op\u00e9rations de centres de contacts.<\/span>\r\n

La question du personnel pour <\/span>optimiser<\/span> s<\/span>es revenus<\/span><\/span>\u00a0<\/span><\/h2>\r\nLa probl\u00e9matique du personnel est l'un des sujets les plus r\u00e9currents dans les activit\u00e9s de centre d\u2019appel.<\/span>\u00a0<\/span>\r\n\r\nPendant les heures de pic du trafic, le temps d'attente en appel peut<\/span> \u00eatre<\/span> long, par cons\u00e9quent l'exp\u00e9rience client en p\u00e2tit. D'autre part, lorsque le volume d\u2019appels et le flux de messages sont moins cons\u00e9quents, les agents restent inactifs. Cette situation s\u2019av\u00e8re donc peu optimale pour la productivit\u00e9 des agents.<\/span>\u00a0<\/span>\r\n\r\nTrouver un \u00e9quilibre dans l\u2019allocation du personnel, lorsque le logiciel utilis\u00e9 permet de faire facilement basculer l\u2019activit\u00e9 entre les appels entrants et sortants, peut s\u2019av\u00e9rer<\/span> \u00eatre une option plus rentable<\/span>. En fonction du volume de contacts entrants, un logiciel omnicanal de qualit\u00e9 peut permettre<\/span> \u00e0 un groupe d'agents <\/span>d\u00e9sign\u00e9 d\u2019\u00eatre affect\u00e9 \u00e0 la gestion des d\u00e9bordements de flux de certaines campagnes, ainsi de passer des appels sortants tout comme d'aider l'\u00e9quipe en r\u00e9ception \u00e0 traiter les appels entrants pendant les heures de pic.<\/span>\u00a0<\/span>\r\n\r\nIl en r\u00e9sulte un potentiel de revenus importants pour le centre d'appels, des primes int\u00e9ressantes pour les agents qualifi\u00e9s et des temps d'attente r\u00e9duits pour les clients.<\/span>\u00a0<\/span>\r\n

Un service client proactif am\u00e9liore la satisfaction du client<\/span><\/span>\u00a0<\/span><\/h2>\r\nLes centres de contact mixtes peuvent utiliser leurs donn\u00e9es clients pour d\u00e9livrer une exp\u00e9rience client plus proactive.<\/span>\u00a0<\/span>\r\n\r\nLorsque le volume d'appels entrants est faible, les t\u00e9l\u00e9conseillers au service client\u00e8le peuvent par exemple contacter les clients existants afin d\u2019\u00e9valuer avec eux leur satisfaction suite \u00e0 un achat ou abonnement r\u00e9cent. Donner aux clients la possibilit\u00e9 d'exprimer leurs ressentis les aide \u00e0 se sentir valoris\u00e9s par votre entreprise.<\/span>\u00a0<\/span>\r\n\r\nImaginez les clients fid\u00e8les <\/span>\u00e0 votre<\/span> soci\u00e9t\u00e9 dont la technologie est sur le point de devenir obsol\u00e8te en raison d'une nouvelle norme nationale\u202f: prendre l\u2019initiative de les contacter par t\u00e9l\u00e9phone pour leur fournir une mise<\/span> \u00e0 jour <\/span>de leur<\/span> \u00e9quipement <\/span>est un excellent moyen d'am\u00e9liorer encore plus votre relation avec le client. Vous anticipez \u00e0 la fois les probl\u00e8mes futurs, et surtout, vous leur montrez l\u2019importance d<\/span>\u2019\u00eatre client <\/span>dans votre entreprise.<\/span>\u00a0<\/span>\r\n

Des co\u00fbts<\/span> de formation et de<\/span> logiciel<\/span> moindres<\/span><\/span>\u00a0<\/span><\/h2>\r\nL'int\u00e9gration des flux entrants et sortants dans un logiciel unique aide les centres de contacts <\/span>\u00e0 \u00e9<\/span>conomiser <\/span>\u00e0 la fois <\/span>leur budget, ainsi que des heures de formation des \u00e9quipes.<\/span>\u00a0<\/span>\r\n\r\nLe taux de turnover des agents au sein des centres d\u2019appels est g\u00e9n\u00e9ralement \u00e9lev\u00e9. Par cons\u00e9quent, il est question de former constamment de nouveaux agents pour les int\u00e9grer le plus rapidement possible aux missions.\u00a0<\/span>\u00a0<\/span>\r\n\r\nPlut\u00f4t que de former les t\u00e9l\u00e9conseillers sur deux logiciels compl\u00e8tement diff\u00e9rents, les centres de contacts tendent \u00e0 \u00eatre gagnants \u00e0 utiliser un logiciel de centre de contacts mixtes efficace, facile et rapide <\/span>\u00e0 a<\/span>ssimiler.<\/span>\u00a0<\/span>\r\n\r\nDe cette mani\u00e8re, permettre aux agents d\u2019effectuer les op\u00e9rations d\u2019\u00e9mission et de r\u00e9ception d\u2019appels sur un m\u00eame environnement de travail vous fera<\/span> \u00e9conomiser du temps sur le suivi des formations et d\u2019autant plus, d\u2019accorder plus de temps \u00e0 vos clients.<\/span>\u00a0<\/span>\r\n

Rapports synchronis\u00e9s<\/span><\/span>\u00a0<\/span><\/h2>\r\nEnfin, l'utilisation de deux logiciels distincts signifie \u00e9galement deux rapports s\u00e9par\u00e9s, ce qui prend du temps \u00e0 compiler et peut parfois s\u2019av\u00e9rer difficile \u00e0 int\u00e9grer.<\/span>\u00a0<\/span>\r\n\r\nUn logiciel mixte donne aux centres de contact la possibilit\u00e9 de g\u00e9n\u00e9rer des rapports automatis\u00e9s qui fournissent un aper\u00e7u g\u00e9n\u00e9ral des performances des campagnes, ou m\u00eame d\u2019extraire des rapports individualis\u00e9s par missions d\u2019appels entrants et sortants. Tout cela, depuis une m\u00eame base de donn\u00e9es.<\/span>\u00a0<\/span>\r\n\r\n\u00a0<\/span>En r\u00e9sum\u00e9, les avantages d'un logiciel en call blending de gestion des flux d\u2019appels mixtes sont\u202f:<\/span>\u00a0<\/span>\r\n
    \r\n \t
  • L\u2019augmentation de vos revenus et de la productivit\u00e9 de vos t\u00e9l\u00e9op\u00e9rateurs<\/span>\u00a0<\/span><\/li>\r\n<\/ul>\r\n
      \r\n \t
    • L\u2019optimisation de l\u2019allocation du personnel<\/span>\u00a0<\/span><\/li>\r\n \t
    • Une meilleure exp\u00e9rience client<\/span>\u00a0<\/span><\/li>\r\n \t
    • Des \u00e9conomies en mati\u00e8re de formation et de logiciels<\/span>\u00a0<\/span><\/li>\r\n \t
    • Des rapports synchronis\u00e9s sur vos missions en flux entrant et sortant<\/span>\u00a0<\/span><\/li>\r\n<\/ul>\r\n

      <\/p>","text-script":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"centered_text_block","acfe_flexible_toggle":false,"style_css":"primary","title":"Vous \u00eates int\u00e9ress\u00e9 par l\u2019utilisation d'un logiciel omnicanal pour vos agents et vos clients ? ","text":"Lisez notre article sur l\u2019omnicanal ","button_1_text":"L\u2019omnicanal vu par un agent (EN)","button_1_link":{"title":"","url":"\/omnichannel-contact-center-software-supports-agents\/","target":""},"button_2_text":"Les Diff\u00e9rents modes de num\u00e9rotation (FR)","button_2_link":{"title":"","url":"https:\/\/leaddesk.com\/fr\/blog\/contact-center-dialer-modes\/","target":""},"unique_css_name":"","custom_css":""}]},"yoast_head":"\nLe Call Blending\u202f: la meilleure m\u00e9thode pour augmenter ses revenus et optimiser ses co\u00fbts<\/title>\n<meta name=\"description\" content=\"Dans cet article, nous allons vous expliquer comment la combinaison des flux d\u2019appels entrants et sortants dans un m\u00eame logiciel peut faire la diff\u00e9rence dans les op\u00e9rations quotidiennes des centres d\u2019appels.\u00a0\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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