{"id":11424,"date":"2016-02-23T07:21:27","date_gmt":"2016-02-23T07:21:27","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/indicateurs-de-performance-des-centres-dappel-ce-que-jai-appris-sur-le-chemin-de-la-revolution"},"modified":"2025-09-02T06:00:56","modified_gmt":"2025-09-02T06:00:56","slug":"indicateurs-de-performance-des-centres-dappel-ce-que-jai-appris-sur-le-chemin-de-la-revolution","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/indicateurs-de-performance-des-centres-dappel-ce-que-jai-appris-sur-le-chemin-de-la-revolution\/","title":{"rendered":"Indicateurs de performance des centres d&rsquo;appel : Ce que j&rsquo;ai appris sur le chemin de la (r)\u00e9volution"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_10f523bba3b902c0ab9893ef26dc1251\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Analytique <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Indicateurs de performance des centres d&rsquo;appel : Ce que j&rsquo;ai appris sur le chemin de la (r)\u00e9volution<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_10f523bba3b902c0ab9893ef26dc1251\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Findicateurs-de-performance-des-centres-dappel-ce-que-jai-appris-sur-le-chemin-de-la-revolution%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Findicateurs-de-performance-des-centres-dappel-ce-que-jai-appris-sur-le-chemin-de-la-revolution%2F&#038;text=Indicateurs de performance des centres d&rsquo;appel : Ce que j&rsquo;ai appris sur le chemin de la (r)\u00e9volution\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin 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fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Alors que le secteur des centres de contact passe progressivement d&rsquo;un service client ax\u00e9 sur les co\u00fbts \u00e0 une optimisation de l&rsquo;exp\u00e9rience client ax\u00e9e sur les b\u00e9n\u00e9fices, il y a un changement notable dans la fa\u00e7on dont le secteur mesure un contact client r\u00e9ussi.<\/p>\n<p>Une \u00e9volution du secteur est en cours, qui am\u00e8ne les centres de contact avant-gardistes \u00e0 s&rsquo;\u00e9loigner des indicateurs cl\u00e9s de performance (ICP) bas\u00e9s sur les performances, qui mesurent strictement les performances des agents, et \u00e0 se rapprocher des ICP qui quantifient l&rsquo;exp\u00e9rience du client. Parmi ces nouveaux indicateurs de performance, le principal est la <a href=\"https:\/\/getvoip.com\/blog\/first-call-resolution\/\">r\u00e9solution au premier appel<\/a> (RPA).<\/p>\n<p>Fin 2015, Saddletree Research a entrepris un projet de recherche qui, entre autres, s&rsquo;est pench\u00e9 sur les tendances \u00e9mergentes du secteur pour 2016. Men\u00e9 en collaboration avec la National Association of Call Centers (NACC), une organisation \u00e0 but non lucratif de 503(c)(6) bas\u00e9e \u00e0 l&rsquo;Universit\u00e9 de Southern Mississippi, le projet de recherche a impliqu\u00e9 121 professionnels du service \u00e0 la client\u00e8le qui ont r\u00e9pondu \u00e0 des questions concernant les tendances et les probl\u00e8mes du secteur qui \u00e9taient les plus importants pour eux \u00e0 l&rsquo;aube de 2016.<\/p>\n<p>Une partie de l&rsquo;\u00e9tude a pr\u00e9sent\u00e9 aux r\u00e9pondants une liste de priorit\u00e9s potentielles pour 2016 et leur a demand\u00e9 de s\u00e9lectionner toutes les priorit\u00e9s potentielles qui s&rsquo;appliquaient \u00e0 eux. Les cinq principales r\u00e9ponses sont repr\u00e9sent\u00e9es dans la figure ci-dessous.<\/p>\n<h3>Figure 1 : Les cinq principales priorit\u00e9s des centres de contact en mati\u00e8re de service \u00e0 la client\u00e8le en 2016<\/h3>\n<div id=\"attachment_4448\" style=\"width: 650px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" aria-describedby=\"caption-attachment-4448\" class=\"wp-image-4448 size-large\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2016\/04\/By-Percent-of-Respondents_Saddletree-Blog.png\" alt=\"Les participants \u00e0 l'enqu\u00eate ont fait de la strat\u00e9gie d'optimisation de l'exp\u00e9rience client une priorit\u00e9 absolue en 2016.\" width=\"640\" height=\"384\"><\/p>\n<p id=\"caption-attachment-4448\" class=\"wp-caption-text\">Source : Saddletree Research Saddletree Research<\/p>\n<\/div>\n<p>La cr\u00e9ation d&rsquo;une strat\u00e9gie d&rsquo;optimisation de l&rsquo;exp\u00e9rience client arrive en t\u00eate des priorit\u00e9s 2016 des participants \u00e0 l&rsquo;\u00e9tude, suivie de pr\u00e8s par le besoin reconnu de r\u00e9examiner et\/ou de r\u00e9viser les ICP des centres de contact. Ces deux priorit\u00e9s vont de pair, car le secteur des centres de contact se concentre d\u00e9sormais sur la qualit\u00e9 du r\u00e9sultat du contact avec le client plut\u00f4t que sur la rapidit\u00e9 de ce contact.<\/p>\n<p>Alors que les ICP traditionnels, tels que le temps moyen de traitement (AHT), visent \u00e0 mesurer les performances d&rsquo;un agent du service client\u00e8le, les nouveaux ICP se concentrent sur le parcours et l&rsquo;exp\u00e9rience du client, mesurant le service client\u00e8le du point de vue du client. Le principal de ces KPI en \u00e9volution est le taux de r\u00e9solution au premier appel (FCR).<\/p>\n<p><span style=\"text-decoration: underline\">Notre \u00e9tude a r\u00e9v\u00e9l\u00e9 que pr\u00e8s de 62 % des centres de contact suivent aujourd&rsquo;hui syst\u00e9matiquement le FCR comme moyen de mesure de la satisfaction des clients<\/span>. Il est manifestement contradictoire de vouloir r\u00e9soudre le probl\u00e8me du service \u00e0 la client\u00e8le d\u00e8s le premier contact tout en essayant de conclure ce contact le plus rapidement possible afin d&rsquo;atteindre les objectifs de l&rsquo;AHT. Les r\u00e9sultats de notre \u00e9tude indiquent que la majorit\u00e9 des centres de contact am\u00e9ricains accordent aujourd&rsquo;hui plus d&rsquo;importance \u00e0 l&rsquo;optimisation de l&rsquo;exp\u00e9rience client qu&rsquo;\u00e0 la pression exerc\u00e9e sur un agent pour qu&rsquo;il mette fin \u00e0 un contact avec un client le plus rapidement possible.<\/p>\n<p>Il reste encore beaucoup \u00e0 faire pour que le secteur \u00e9volue vers une nouvelle mesure des performances. Par exemple, il n&rsquo;existait pas de m\u00e9thode unique et reconnue de mesure de la RTCE parmi nos sujets de recherche.<\/p>\n<p>Les m\u00e9thodes les plus utilis\u00e9es aujourd&rsquo;hui pour mesurer le TCFR sont, par ordre de popularit\u00e9, les suivantes :<\/p>\n<ul>\n<li>Contr\u00f4le de la qualit\u00e9<\/li>\n<li>Enqu\u00eate aupr\u00e8s des clients<\/li>\n<li>Analyse des donn\u00e9es<\/li>\n<li>Comptabilisation des appels<\/li>\n<li>Analyse de la parole<\/li>\n<\/ul>\n<p>J&rsquo;ai r\u00e9cemment particip\u00e9 \u00e0 un webinaire avec Jim Lavery, vice-pr\u00e9sident des centres de contact de la Desert Financial Credit Union \u00e0 Phoenix, AZ. Au cours du webinaire, le sujet du taux de retour sur investissement a \u00e9t\u00e9 abord\u00e9 et Jim a parl\u00e9 des quatre mesures combin\u00e9es qu&rsquo;il utilise dans les centres de contact de Desert Financial pour mesurer le taux de retour sur investissement.<\/p>\n<p>Depuis que nous avons pr\u00e9sent\u00e9 ce webinaire, la m\u00e9thode de Jim pour mesurer le taux de rendement du capital investi est devenue tr\u00e8s populaire et recherch\u00e9e. Vous trouverez sa technique de mesure du TCFR dans la version enregistr\u00e9e du <a href=\"https:\/\/www.calabrio.com\/recorded-webinars\/watch-leveraging-the-contact-center-to-help-customers-embrace-change\/\" target=\"_blank\" rel=\"noopener noreferrer\">webinaire<\/a>.<\/p>\n<p>Attendez-vous \u00e0 voir ces nouveaux indicateurs de performance des centres de contact gagner en notori\u00e9t\u00e9 et en acceptation sur le march\u00e9 tout au long de l&rsquo;ann\u00e9e 2016. De nouvelles mesures telles que le score d&rsquo;effort du client (CES) gagnent d\u00e9j\u00e0 en popularit\u00e9.<\/p>\n<p>Le mouvement d&rsquo;optimisation de l&rsquo;exp\u00e9rience client, qui touche l&rsquo;ensemble du secteur, conduit \u00e0 une nouvelle fa\u00e7on de penser le service \u00e0 la client\u00e8le et, \u00e0 son tour, \u00e0 une nouvelle fa\u00e7on de penser la mesure des performances \u00e0 l&rsquo;\u00e8re de l&rsquo;optimisation de l&rsquo;exp\u00e9rience client.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":294,"featured_media":5969,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11424","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Indicateurs de performance des centres d&#039;appel : Ce que j&#039;ai appris sur le chemin de la (r)\u00e9volution | Calabrio<\/title>\n<meta name=\"description\" content=\"Comprendre les mesures des centres d&#039;appels et utiliser les indicateurs cl\u00e9s de performance (KPI) pour avoir un aper\u00e7u des op\u00e9rations de votre centre d&#039;appels.\" 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