{"id":11455,"date":"2016-06-15T11:37:44","date_gmt":"2016-06-15T11:37:44","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/planification-des-capacites-son-importance-et-sa-reussite"},"modified":"2025-09-02T05:59:59","modified_gmt":"2025-09-02T05:59:59","slug":"planification-des-capacites-son-importance-et-sa-reussite","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/planification-des-capacites-son-importance-et-sa-reussite\/","title":{"rendered":"Planification des capacit\u00e9s &#8211; son importance et sa r\u00e9ussite"},"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_dc28740d5c6ff5f1edd729430ec1e580\"\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\">Planification des capacit\u00e9s &#8211; son importance et sa r\u00e9ussite<\/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_dc28740d5c6ff5f1edd729430ec1e580\"] {\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%2Fplanification-des-capacites-son-importance-et-sa-reussite%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%2Fplanification-des-capacites-son-importance-et-sa-reussite%2F&#038;text=Planification des capacit\u00e9s &#8211; son importance et sa r\u00e9ussite\"\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<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fplanification-des-capacites-son-importance-et-sa-reussite%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_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\"><div class='wpb-content-wrapper'>La planification des capacit\u00e9s ne re\u00e7oit pas l&rsquo;attention qu&rsquo;elle m\u00e9rite et n&rsquo;est pas valoris\u00e9e comme elle devrait l&rsquo;\u00eatre, ce qui est un v\u00e9ritable d\u00e9savantage pour ceux qui s&rsquo;en chargent. La perception g\u00e9n\u00e9rale est que \u00ab\u00a0tout\u00a0\u00bb processus de planification des capacit\u00e9s est valable et pr\u00e9cis. Mais \u00e0 mon avis, m\u00eame la compr\u00e9hension du niveau de comp\u00e9tence requis pour cr\u00e9er un plan de capacit\u00e9 pr\u00e9cis est sous-estim\u00e9e. La planification de la capacit\u00e9 est, en fait, une discipline tr\u00e8s difficile qui exige une compr\u00e9hension tr\u00e8s approfondie du processus, des dates et de la fa\u00e7on dont chaque paix se comporte du point de vue de la mod\u00e9lisation.<\/p>\n<p>L&rsquo;objectif de mon livre blanc, <a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2016-06-15\/bkcwh4\" target=\"_blank\" rel=\"noopener noreferrer\">L&rsquo;ABC de la planification des capacit\u00e9s<\/a>, est de vous aider \u00e0 auditer votre processus de planification des capacit\u00e9s dans le but ultime d&rsquo;am\u00e9liorer la pr\u00e9cision de la planification de vos capacit\u00e9s et d&rsquo;atteindre vos objectifs en mati\u00e8re de niveaux de service. Cela aura des r\u00e9percussions positives sur vos co\u00fbts ainsi que sur la satisfaction des clients et des agents.<\/p>\n<p>Comme les flocons de neige, chaque organisation diff\u00e8re dans ses processus de planification. Les plans de capacit\u00e9 ne font pas exception. Ils diff\u00e8rent par le nombre d&rsquo;\u00e9tapes, la complexit\u00e9 des feuilles de calcul, les formules, les calculs, les d\u00e9finitions des variables et les hypoth\u00e8ses. Ces diff\u00e9rences se traduisent par des r\u00e9sultats diff\u00e9rents. N\u00e9anmoins, je pense que l&rsquo;ABC de la planification des capacit\u00e9s pourrait vous aider \u00e0 remettre en question votre processus et \u00e0 identifier les lacunes dans la mani\u00e8re dont vous saisissez, d\u00e9finissez et mod\u00e9lisez vos donn\u00e9es.<\/p>\n<p>Je commence par d\u00e9finir clairement l&rsquo;occupation et je montre comment, outre la formule d&rsquo;Erlang, elle est due \u00e0 une programmation inefficace. Avec les donn\u00e9es de votre ACD ou de votre plateforme CTI, vous mod\u00e9liserez la relation entre l&rsquo;occupation et le niveau de service (SL) dans un graphique de r\u00e9gression pour d\u00e9terminer votre seuil de rentabilit\u00e9 : le pourcentage d&rsquo;occupation n\u00e9cessaire pour atteindre l&rsquo;objectif SL souhait\u00e9.<\/p>\n<p>J&rsquo;aborde ensuite la question de la freinte, la diff\u00e9rence entre la freinte de rupture et la freinte d&rsquo;attrition et la mani\u00e8re dont elle peut affecter le temps de traitement total de l&rsquo;agent (HT). Cette \u00e9tape vous demandera le plus de temps et d&rsquo;efforts. C&rsquo;est l&rsquo;occasion de construire un mod\u00e8le de r\u00e9gression HT\/occupation pour voir comment une occupation plus \u00e9lev\u00e9e entra\u00eene une augmentation du HT. Chaque pi\u00e8ce (ou \u00e9tat de l&rsquo;agent) fait partie soit de la contraction, soit de HT, et toutes les pi\u00e8ces doivent \u00eatre prises en compte.<\/p>\n<p>Il est vrai que le centre de contact entrant pr\u00e9sente une grande variabilit\u00e9 sur laquelle vous n&rsquo;avez pas de contr\u00f4le, mais vous pouvez contr\u00f4ler les math\u00e9matiques. Des ajustements mineurs peuvent avoir un effet consid\u00e9rable sur l&rsquo;exactitude de vos pr\u00e9visions de besoins en \u00e9quivalents temps plein (ETP).<\/p>\n<p>Je poursuis en discutant du volume d&rsquo;appels et je vous rappelle de ne pas exclure le taux d&rsquo;abandon apr\u00e8s avoir analys\u00e9 sa relation avec le taux d&rsquo;occupation &#8211; dans un autre mod\u00e8le de r\u00e9gression.<\/p>\n<p>Enfin, je propose une formule qui permet de tester la pr\u00e9cision de votre mod\u00e8le de planification des capacit\u00e9s, et c&rsquo;est l\u00e0 que le plaisir commence ! Vous devez d\u00e9terminer o\u00f9 se trouvent les erreurs dans votre processus et elles ne se trouvent pas \u00e0 un seul endroit. Le facteur le plus important de votre variance sera tr\u00e8s probablement le r\u00e9tr\u00e9cissement.<\/p>\n<p>Ce ne sera pas facile, mais ne vous d\u00e9couragez pas. Si, apr\u00e8s avoir lu <a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2016-06-15\/bkcwh4\" target=\"_blank\" rel=\"noopener noreferrer\">L&rsquo;ABC de la planification des capacit\u00e9s<\/a>, vous avez encore des questions, n&rsquo;h\u00e9sitez pas \u00e0 me contacter.<\/p>\n<p>\/Blair McGavin<\/p><\/div>\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":249,"featured_media":5889,"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-11455","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Guide pour la planification de la capacit\u00e9 des centres d&#039;appels | Calabrio<\/title>\n<meta name=\"description\" content=\"Am\u00e9liorez la pr\u00e9cision et l&#039;efficacit\u00e9 du processus de planification de la capacit\u00e9 des effectifs de votre centre de contact avec l&#039;aide de ces informations de Calabrio.\" \/>\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.calabrio.com\/fr\/blog\/planification-des-capacites-son-importance-et-sa-reussite\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Planification des capacit\u00e9s - son importance et sa r\u00e9ussite\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/blog\/planification-des-capacites-son-importance-et-sa-reussite\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:published_time\" content=\"2016-06-15T11:37:44+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-02T05:59:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2016\/06\/blog-5.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Dave Hoekstra\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@calabrio\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Dave Hoekstra\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/planification-des-capacites-son-importance-et-sa-reussite\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/planification-des-capacites-son-importance-et-sa-reussite\\\/\"},\"author\":{\"name\":\"Dave Hoekstra\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/82f3073a54fd7b6350fe497fa56e7625\"},\"headline\":\"Planification des capacit\u00e9s &#8211; 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