Anticipez les flux et les ressources de votre Centre de Contacts
Piloter le Centre de Relation Client, c’est doser au mieux la capacité de votre équipe à traiter les demandes clients. De la qualité de votre anticipation dépendront la performance économique de votre investissement au Service Clients et la satisfaction de vos clients. La prévision de flux et de ressources est ainsi essentielle. Focus sur ces 3 phases.
Prévoir les flux et les ressources avec précision : ne rien laisser au hasard !
Prévoir les flux entrants
Exercice fondamental dans le pilotage de votre centre de contacts, la prévision des flux permet d’anticiper le niveau des principaux indicateurs et d’adapter au mieux l’organisation des traitements . Il s’agit là des prévisions d’appels, mais aussi mails, courriers, interactions via chat… qui vont constituer l’activité de vos équipes. Ces prévisions sont faites à partir de l’historique des flux, des variations saisonnières de l’activité et de tout événement de contexte pouvant avoir une incidence sur les flux (sortie d’un nouveau produit, problématique SAV…)
Prévoir les ressources
La prévision des ressources découle naturellement de la prévision des flux entrants . Son corollaire direct, le planning de charge, peut ainsi être calculé. Celui-ci sert à vérifier que vous pouvez atteindre les objectifs que vous avez fixés. Il est établi sur la base des durées moyennes de traitement et des prévisions de flux. Il s’agit de vérifier que les équipes seront en mesure d’assurer les traitements tout en respectant l’objectif de qualité de service. Le suivi et la mise à jour du planning de charge est un outil fondamental pour piloter l’activité.
Organiser le planning des équipes
Le planning de charge permet la planification nominative des ressources sur vos plages horaires. Il permet à vos gestionnaires de flux ou à vos managers de piloter au plus près l’activité, heure par heure, et de décider de l’affectation de telle ressource à telle tâche.
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