{"id":11478,"date":"2016-08-12T11:25:37","date_gmt":"2016-08-12T11:25:37","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/pourquoi-lechantillonnage-aleatoire-ne-suffit-pas-a-garantir-la-qualite-des-centres-de-contact"},"modified":"2025-02-05T18:51:15","modified_gmt":"2025-02-05T18:51:15","slug":"pourquoi-lechantillonnage-aleatoire-ne-suffit-pas-a-garantir-la-qualite-des-centres-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/pourquoi-lechantillonnage-aleatoire-ne-suffit-pas-a-garantir-la-qualite-des-centres-de-contact\/","title":{"rendered":"Pourquoi l&rsquo;\u00e9chantillonnage al\u00e9atoire ne suffit pas \u00e0 garantir la qualit\u00e9 des centres de contact"},"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_b8198bb906b9df766c67fc7d37c989e9\"\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\">Meilleures pratiques <\/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\">Pourquoi l&rsquo;\u00e9chantillonnage al\u00e9atoire ne suffit pas \u00e0 garantir la qualit\u00e9 des centres de contact<\/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_b8198bb906b9df766c67fc7d37c989e9\"] {\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%2Fpourquoi-lechantillonnage-aleatoire-ne-suffit-pas-a-garantir-la-qualite-des-centres-de-contact%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%2Fpourquoi-lechantillonnage-aleatoire-ne-suffit-pas-a-garantir-la-qualite-des-centres-de-contact%2F&#038;text=Pourquoi l&rsquo;\u00e9chantillonnage al\u00e9atoire ne suffit pas \u00e0 garantir la qualit\u00e9 des centres de contact\"\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%2Fpourquoi-lechantillonnage-aleatoire-ne-suffit-pas-a-garantir-la-qualite-des-centres-de-contact%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\"><p>Ayant travaill\u00e9 dans le secteur des centres de contact pendant de nombreuses ann\u00e9es, je sais \u00e0 quel point l&rsquo;\u00e9chantillonnage al\u00e9atoire des appels est important pour l&rsquo;assurance qualit\u00e9.<\/p>\n<p>C&rsquo;est une pratique sur laquelle la plupart des responsables de centres de contact, si ce n&rsquo;est tous, s&rsquo;appuient pour mesurer les performances des agents et garantir la qualit\u00e9 du service \u00e0 la client\u00e8le. Cependant, il est \u00e9galement assez limit\u00e9 dans ce qu&rsquo;il peut vous dire sur l&rsquo;\u00e9tat g\u00e9n\u00e9ral de votre centre de contact.<\/p>\n<h2>L&rsquo;\u00e9chantillonnage al\u00e9atoire n&rsquo;est plus viable<\/h2>\n<p>Dans les programmes traditionnels d&rsquo;assurance qualit\u00e9, les interactions sont s\u00e9lectionn\u00e9es en fonction de certaines qualit\u00e9s, telles que l&rsquo;appel le plus long ou le plus court, ou &#8211; vous l&rsquo;aurez devin\u00e9 &#8211; de mani\u00e8re totalement al\u00e9atoire. Il arrive qu&rsquo;un \u00e9valuateur de la qualit\u00e9 d\u00e9tecte quelque chose dans un \u00e9chantillon, par exemple un agent qui sort de son script, mais dans 99 % des cas, l&rsquo;\u00e9chantillon est vierge et ne permet pas d&rsquo;am\u00e9liorer les op\u00e9rations du centre de contact.<\/p>\n<p>La meilleure fa\u00e7on d&rsquo;obtenir un impact plus important sur les performances de votre centre de contact est de compl\u00e9ter votre \u00e9chantillonnage al\u00e9atoire par un puissant outil d&rsquo;analyse des centres de contact tel que <a href=\"https:\/\/www.calabrio.com\/fr\/video\/calabrio-analytics\/calabrio-analytics-2\/\">Calabrio Analytics<\/a>. Gr\u00e2ce \u00e0 des moteurs d&rsquo;analyse sophistiqu\u00e9s et des algorithmes d&rsquo;apprentissage automatique, Calabrio Analytics cat\u00e9gorise automatiquement les interactions et peut m\u00eame ex\u00e9cuter le Predictive Call Scoring sur chaque conversation client.<\/p>\n<h2>V\u00e9rifiez que toutes les interactions contiennent des mots ou des phrases pr\u00e9d\u00e9finis, ce qui permet aux \u00e9valuateurs de disposer d&rsquo;un meilleur \u00e9chantillon pour l&rsquo;analyse de la qualit\u00e9 dans les domaines suivants :<\/h2>\n<ul>\n<li><strong>R\u00e9solution au premier contact (RPC).<\/strong>  Gr\u00e2ce \u00e0 l&rsquo;analyse, les \u00e9valuateurs peuvent d\u00e9terminer avec pr\u00e9cision les interactions de l&rsquo;agent qui donnent lieu \u00e0 des appels r\u00e9p\u00e9t\u00e9s, se concentrer sur ce qui incite le client \u00e0 rappeler et apprendre \u00e0 l&rsquo;agent comment mieux servir cette personne \u00e0 l&rsquo;avenir, ce qui se traduit par une meilleure exp\u00e9rience pour le client.<\/li>\n<li><strong>Gestion des escalades.<\/strong>  En s&rsquo;appuyant sur la technologie de transcription phon\u00e9tique et\/ou de la parole vers le texte, les \u00e9valuateurs peuvent rep\u00e9rer les interactions avec les clients qui demandent \u00e0 parler \u00e0 un superviseur. En isolant ces interactions, les analystes peuvent d\u00e9couvrir des opportunit\u00e9s de coaching et m\u00eame des politiques ou des probl\u00e8mes de produits qui cr\u00e9ent de la frustration chez les clients.<\/li>\n<li><strong>Conformit\u00e9 et responsabilit\u00e9.  <\/strong>Les interactions non conformes avec les clients peuvent avoir des cons\u00e9quences alarmantes pour les entreprises, notamment des amendes \u00e9lev\u00e9es, des audits intrusifs et, dans certains cas, des actions en justice. Ils peuvent \u00e9galement diminuer la confiance des clients si les probl\u00e8mes de conformit\u00e9 sont li\u00e9s \u00e0 la <a href=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2015\/03\/Contact-Lens-Analtyics-Case-Study.pdf\">protection des clients<\/a>, comme le fait de t\u00e9l\u00e9phoner pour s&rsquo;assurer que les prescriptions m\u00e9dicales sont correctes avant de les envoyer au client. L&rsquo;analyse peut aider les entreprises \u00e0 \u00e9viter les probl\u00e8mes r\u00e9glementaires en d\u00e9tectant et en suivant les interactions non conformes, ce qui permet aux entreprises de gagner du temps et de l&rsquo;argent et de pr\u00e9server la fid\u00e9lit\u00e9 de leurs clients.<\/li>\n<\/ul>\n<p>En utilisant la technologie d&rsquo;analyse en m\u00eame temps que l&rsquo;\u00e9chantillonnage al\u00e9atoire, les responsables des centres de contact peuvent s&rsquo;assurer qu&rsquo;ils respectent les normes de qualit\u00e9. D\u00e9couvrez comment l&rsquo;analyse aide les entreprises \u00e0 am\u00e9liorer la satisfaction de leurs clients.<\/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":278,"featured_media":5857,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[129,134],"blog-languages":[],"class_list":["post-11478","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques","tag-customer-analytics","tag-customer-experience-insights"],"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>Pourquoi l&#039;\u00e9chantillonnage al\u00e9atoire ne suffit pas \u00e0 garantir la qualit\u00e9 des 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