{"id":567,"date":"2024-10-17T06:41:35","date_gmt":"2024-10-17T06:41:35","guid":{"rendered":"https:\/\/www.contactsolutions.es\/blog\/?p=567"},"modified":"2024-10-17T06:41:35","modified_gmt":"2024-10-17T06:41:35","slug":"principales-kpi-de-un-call-center","status":"publish","type":"post","link":"https:\/\/www.contactsolutions.es\/blog\/principales-kpi-de-un-call-center\/","title":{"rendered":"Principales KPI de un call center"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Si quieres saber cu\u00e1les son las principales KPI de un call center, est\u00e1s en el lugar indicado. Y es que en Contact Solutions somos expertos en la aplicaci\u00f3n de estrategias con las que poder conseguir una mayor eficiencia de nuestras acciones. Por ello, hemos considerado oportuno escribir este texto y poder ayudaros a conseguir una mayor y mejor eficiencia en vuestras acciones de comunicaci\u00f3n externa. Especialmente en las dedicadas a la atenci\u00f3n al cliente.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Principales KPI de un call center<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Las KPIs, que en espa\u00f1ol se traducen como Indicadores Clave de Rendimiento del Centro de Llamadas, son un conjunto de m\u00e9tricas que ofrecen una informaci\u00f3n valiosa sobre la eficiencia y la eficacia de las operaciones que se realizan desde el centro de llamadas de nuestra empresa.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Para que puedas aplicarlas a tu empresa desde Contact Solutions hemos dedicado este art\u00edculo a este aspecto tan relevante. Son las siguientes:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 1. <strong>Resolver la consulta en la primera comunicaci\u00f3n<\/strong>. Es lo que denominamos en argot de marketing digital como FCR. Gestionar de manera positiva y adecuada la primera llamada es el objetivo ideal de toda comunicaci\u00f3n con el cliente\u00a0 Y el que m\u00e1s afecta en el resultado de medir los KPI de los centros de llamadas. En este caso se trata de medir el porcentaje de consultas o de problemas que nos llegan y que se resuelven en el primer contacto con el servicio de atenci\u00f3n al cliente.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 2. Otro factor relevante es el <strong>tiempo medio que un agente dedica a una interacci\u00f3n<\/strong> con el cliente. En este sentido se tiene en cuenta tanto el tiempo de conversaci\u00f3n, como el tiempo de espera y el que dedica a realizar el trabajo de registro que se desarrolla despu\u00e9s de la llamada.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 3. <strong>Grado de satisfacci\u00f3n del cliente<\/strong>. Una vez que concluye la interacci\u00f3n entre cliente y servicio de atenci\u00f3n se suele pedir a los primeros que califiquen su grado de satisfacci\u00f3n. Para ello se ofrece un <a href=\"https:\/\/es.wikipedia.org\/wiki\/Cuestionario#:~:text=Preguntas%20cerradas%3A%20Son%20preguntas%20en,m%C3%A1s%20concretos%20y%20m%C3%A1s%20exactos.\">cuestionario cerrado<\/a> y una escala para calibrar sus respuestas. Una puntuaci\u00f3n alta en este punto se correlaciona con una mayor fidelidad del cliente, mientras que una puntuaci\u00f3n baja significa que debemos mejorar cosas en el servicio de atenci\u00f3n al cliente.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 4. <strong>Recomendaciones.<\/strong> Una vez concluida la entrevista final de <a href=\"https:\/\/www.contactsolutions.es\/blog\/desafios-en-el-servicio-al-cliente-y-como-resolverlos\/\">los clientes<\/a> se suele incluir una cuesti\u00f3n que quiere poner de relieve si recomendar\u00eda a la empresa. Esto es muy relevante pues las puntuaciones m\u00e1s altas indican una mayor posibilidad de tener embajadores o defensores de la marca. Una realidad que es importante para el crecimiento de la marca.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 5.<strong> Tiempo de espera<\/strong>. Es lo que se denomina nivel de servicio y se refiere al tiempo que debe esperar el cliente a ser atendido.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 6. <strong>Tasa de abandono.<\/strong> Se refiere al total de personas que cuelgan antes de contactar con un trabajador de atenci\u00f3n al cliente. Si es alta hay problemas en este sentido que debemos corregir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 7. <strong>Velocidad media de respuesta<\/strong>. Se refiere al tiempo medio que pasan las personas antes de que un agente responda a su llamada. Hay que intentar que sea bajo.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 8. <strong>Productividad de los agentes<\/strong>. Aqu\u00ed se eval\u00faa la eficacia de un agente. Para ello se tienen en cuenta: el volumen de llamadas, el cumplimiento de los horarios y el uso de guiones de llamadas o recursos. Sirve para calificar a los trabajadores.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 9.<strong> Tasa de resoluci\u00f3n<\/strong>. En este sentido se mide el porcentaje de problemas que se resuelven durante una sola llamada. Una tasa alta indica mayor satisfacci\u00f3n del cliente.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">KPI 10. <strong>Satisfacci\u00f3n de los empleados<\/strong>. Aqu\u00ed se mide la moral, el compromiso y la satisfacci\u00f3n general de los empleados, lo que repercute en la atenci\u00f3n y satisfacci\u00f3n del cliente tambi\u00e9n.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Contact Solutions para tu atenci\u00f3n al cliente<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Recuerda que en Contact Solutions somos expertos en la definici\u00f3n y gesti\u00f3n de Indicadores clave de rendimiento aplicados a la empresa. Por ello, si quieres tener la mejor comunicaci\u00f3n con tus clientes, mejorar tu imagen de marca y reforzar tu reputaci\u00f3n digital, no lo dudes y contacta con nosotros. Estaremos encantados en <strong>desarrollar una estrategia completa<\/strong> (KPIs incluidas) especialmente dise\u00f1ada para tu entidad.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Si quieres saber cu\u00e1les son las principales KPI de un call center, est\u00e1s en el lugar indicado. Y es que en Contact Solutions somos expertos en la aplicaci\u00f3n de estrategias con las que poder conseguir una mayor eficiencia de nuestras acciones. Por ello, hemos considerado oportuno escribir este texto y poder ayudaros a conseguir una [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":571,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[121,118,119,120],"class_list":["post-567","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articulos","tag-eficiencia","tag-kpi","tag-tasa-de-abandono","tag-tiempo-de-espera"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Principales KPI de un call center - ContactSolutions - Call Center 24 Horas<\/title>\n<meta name=\"description\" content=\"Desde Contact Solutions te contamos cu\u00e1les son las principales KPI de un call center y c\u00f3mo debe tratar de alcanzarlas.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.contactsolutions.es\/blog\/principales-kpi-de-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Principales KPI de un call center - 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