{"id":54,"date":"2016-09-13T13:07:55","date_gmt":"2016-09-13T13:07:55","guid":{"rendered":"http:\/\/leboncall.com\/?p=54"},"modified":"2016-09-13T13:52:35","modified_gmt":"2016-09-13T13:52:35","slug":"les-acteurs","status":"publish","type":"post","link":"https:\/\/leboncall.com\/en\/les-acteurs","title":{"rendered":"Les acteurs d&#8217;un centre d&#8217;appels"},"content":{"rendered":"<p>&nbsp;<\/p>\n<p><strong>Les acteurs d&#8217;un centre d&#8217;appels\u00a0<\/strong>sont multiples , du technicien informatique en passant par <strong>les t\u00e9l\u00e9op\u00e9rateurs<\/strong> et<strong> le<\/strong> <strong>chef de plateau<\/strong> , comment s&#8217;organise la vie d&#8217;un centre d&#8217;appels ?<\/p>\n<p>un centre d&#8217;appels repose sur une hi\u00e9rarchie bien d\u00e9termin\u00e9 , quasi militaire : 10 agents , 1 chef de plateau , le tout superviser par un responsable nomm\u00e9 &#8220;le sup&#8221; \u00a0: <strong>un superviseur<\/strong> , qui tel un chef d&#8217;orchestre , s&#8217;assurera que tout fonctionne aussi bien au niveau humain que technique.<\/p>\n<p>Il ne faut pas oublier les p\u00f4les marketing, \u00a0comptables et commerciales qui contribuent a \u00a0la bonne logistique du centre d&#8217;appels .<\/p>\n<p>Zoom sur deux postes important au sein du centre d&#8217;appels :<\/p>\n<ul>\n<li><strong>L&#8217;informaticien :<\/strong> il s&#8217;occupe de charger les bases de donn\u00e9es ainsi que de s\u00e9curis\u00e9 le centre au niveau du r\u00e9seau il est clairement indispensable et joue un role fondamental dans la vie du centre d&#8217;appels .<\/li>\n<li><strong>Le qualiticien :<\/strong> dans les petits centres , le dirigeant du centre d&#8217;appels ou le superviseur se chargent de ce poste . Ce poste\u00a0consiste\u00a0a\u00a0r\u00e9\u00e9couter\u00a0les enregistrements produits par les t\u00e9l\u00e9operateurs . Lorsque le centre d\u00e9passe les 20 positions , il faut une personne a plein temps a ce poste .<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Les acteurs du centre d&#8217;appels en chiffres : <\/strong><strong>\u00a0<\/strong><\/li>\n<\/ul>\n<p><em> les plus courant sont 10 agents pour 1 superviseur et 1 manager pour 5 superviseurs . 1 a 2 qualiticiens pour 50 agents.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; Les acteurs d&#8217;un centre d&#8217;appels\u00a0sont multiples , du technicien informatique en passant par les t\u00e9l\u00e9op\u00e9rateurs et le chef de plateau , comment s&#8217;organise la vie d&#8217;un centre d&#8217;appels ? un centre d&#8217;appels repose sur une hi\u00e9rarchie bien d\u00e9termin\u00e9 , quasi militaire : 10 agents , 1 chef de plateau , le tout superviser par [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":297,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"video","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":""},"categories":[5],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Les acteurs cl\u00e9s du centre d&#039;appels<\/title>\n<meta name=\"description\" content=\"centre d&#039;appels, call center , les acteurs qui constituent un centre d&#039;appels sont nombreux ; 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