{"id":12037,"date":"2015-06-15T13:49:15","date_gmt":"2015-06-15T13:49:15","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/conseils-pour-planifier-a-long-terme"},"modified":"2025-02-05T21:44:12","modified_gmt":"2025-02-05T21:44:12","slug":"conseils-pour-planifier-a-long-terme","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/conseils-pour-planifier-a-long-terme\/","title":{"rendered":"Conseils pour planifier \u00e0 long terme"},"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_44dfef7e1b2c8add37a79dff296c6622\"\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\">Non class\u00e9 <\/p>\n\t\t\t\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\">T\u00e9l\u00e9opti Import\u00e9 <\/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\">Conseils pour planifier \u00e0 long terme<\/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_44dfef7e1b2c8add37a79dff296c6622\"] {\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%2Fconseils-pour-planifier-a-long-terme%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%2Fconseils-pour-planifier-a-long-terme%2F&#038;text=Conseils pour planifier \u00e0 long terme\"\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%2Fconseils-pour-planifier-a-long-terme%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\">Dans un centre de contact, tr\u00e8s peu de choses ont autant d&rsquo;importance que de rivaliser avec un effectif correct et une dotation en personnel ad\u00e9quate, sur la base des <a href=\"https:\/\/www.teleopti.com\/wfm\/teleopti-wfm-solution\/solution-capabilities-in-depth\/forecasting.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">pr\u00e9visions<\/a> cr\u00e9\u00e9es. L&rsquo;art d\u00e9licat est d&rsquo;avoir un effectif correct. Prenons par exemple le mois de juin. Le travail de comptage des effectifs aurait d\u00fb \u00eatre effectu\u00e9 quelques semaines plus t\u00f4t. Les RH auraient besoin de temps pour embaucher et les formateurs auraient besoin de temps pour former. Dans ce processus, il y a des pertes sous la forme d&rsquo;\u00e9ventuelles erreurs d&#8217;embauche, de d\u00e9parts \u00e0 mi-parcours, et peut-\u00eatre aussi d&rsquo;agents qui ne r\u00e9ussissent pas les tests de formation.<\/p>\n<p>M\u00eame si vous avez tout fait correctement et que tout fonctionne, la nature des <a href=\"https:\/\/www.teleopti.com\/wfm\/teleopti-wfm-solution\/solution-capabilities-in-depth\/staff-budgeting.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">pr\u00e9visions \u00e0 long terme<\/a> est telle qu&rsquo;en raison d&rsquo;une grande variance dans les volumes de planification (temps de traitement moyen ou AHT) et d&rsquo;autres facteurs, vous pouvez toujours vous retrouver avec un nombre d&#8217;employ\u00e9s erron\u00e9.<\/p>\n<p>Pour pouvoir budg\u00e9tiser, embaucher, former et planifier les capacit\u00e9s avec plus de pr\u00e9cision, un certain nombre de choses doivent \u00eatre faites afin de pouvoir mieux pr\u00e9voir \u00e0 long terme :<\/p>\n<ol>\n<li>Comprendre vos facteurs historiques de volume \u00e0 long terme : les niveaux de volume mensuels d\u00e9pendent du nombre de vos clients, des utilisateurs de votre service, des campagnes m\u00e9diatiques d\u00e9ploy\u00e9es, des dossiers cr\u00e9\u00e9s, et peut-\u00eatre d&rsquo;autres processus. \u00c0 quoi cela peut-il correspondre ? Pourriez-vous, par exemple, dire que chaque client passe en moyenne 1,2 appel \u00e0 votre centre ? Peut-on extrapoler cela \u00e0 l&rsquo;avenir ? Reliez-le \u00e0 vos pr\u00e9visions de marketing.<\/li>\n<li>Tenez compte de votre taux d&rsquo;attrition : pr\u00e9voyez les d\u00e9parts en examinant l&rsquo;historique du nombre de personnes qui ont quitt\u00e9 votre centre et qui ont besoin d&rsquo;\u00eatre remplac\u00e9es, et ajoutez ce chiffre \u00e0 vos hypoth\u00e8ses. N&rsquo;oubliez pas d&rsquo;ajouter les donn\u00e9es r\u00e9elles, et non les objectifs. Si votre objectif mensuel est un taux d&rsquo;attrition de cinq pour cent et que votre centre affiche un taux de neuf pour cent, utilisez le taux de neuf pour cent jusqu&rsquo;\u00e0 ce que vous soyez en mesure de le ramener au niveau de l&rsquo;objectif.<\/li>\n<li>Utilisez vos hypoth\u00e8ses de r\u00e9tr\u00e9cissement r\u00e9elles, et non des objectifs. Il en va de m\u00eame pour l&rsquo;attrition. Si votre objectif en mati\u00e8re de maladie est de 5 % et que votre centre fonctionne \u00e0 15 %, saisissez les 15 % jusqu&rsquo;\u00e0 ce que vous parveniez \u00e0 atteindre ou \u00e0 r\u00e9duire votre objectif.<\/li>\n<li>Comprenez vos d\u00e9lais : Les RH ont un d\u00e9lai d&rsquo;ex\u00e9cution lorsqu&rsquo;il s&rsquo;agit d&#8217;embaucher ; par exemple, le d\u00e9bit pour une comp\u00e9tence sp\u00e9cifique est de 30 agents par mois. Votre d\u00e9lai de formation de bout en bout, du premier jour jusqu&rsquo;\u00e0 ce que vous soyez pr\u00eat \u00e0 prendre des appels, peut \u00eatre de quatre semaines. Ainsi, il peut s&rsquo;\u00e9couler deux mois entre le moment o\u00f9 vous demandez aux RH d&#8217;embaucher et le moment o\u00f9 les agents sont pr\u00eats. Si vous commencez en mai, vous ne pourrez pas planifier avant juillet\/ao\u00fbt. Il y a \u00e9galement des d\u00e9lais d&rsquo;ex\u00e9cution lorsque la capacit\u00e9 augmente, par exemple pour les si\u00e8ges, les PC, les routeurs ou m\u00eame la capacit\u00e9 des E1 (PRI). Avez-vous des chevauchements les jours o\u00f9 vous manquez de places ?<\/li>\n<li>Collaborez pour l&rsquo;avenir : demandez l&rsquo;avis de tout le monde &#8211; par exemple, le service marketing ou le service de d\u00e9veloppement commercial. Quel est le prix de vente envisag\u00e9 pour la p\u00e9riode \u00e0 venir ? Quelles sont les campagnes pr\u00e9vues ? Combien de clients ou d&rsquo;abonn\u00e9s ajoutez-vous \u00e0 votre service ? L&rsquo;avenir ne peut pas \u00eatre pr\u00e9dit uniquement sur la base des tendances historiques.<\/li>\n<li>Communiquer : chaque fois que vous mettez \u00e0 jour les plans, alignez toutes les parties prenantes et tous les fournisseurs &#8211; qu&rsquo;il s&rsquo;agisse de votre service informatique, des ressources humaines, de la section formation, voire du g\u00e9rant de la caf\u00e9t\u00e9ria ou du fournisseur de transport par autobus &#8211; et assurez-vous que tout le monde comprend ce qui se passe. Plus ils seront pr\u00e9par\u00e9s et sensibilis\u00e9s, plus vous r\u00e9ussirez \u00e0 \u00e9liminer les agents suppl\u00e9mentaires et inutiles, ainsi que le manque de si\u00e8ges aux heures de pointe.<\/li>\n<\/ol>\n<\/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":212,"featured_media":6066,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[204,203],"tags":[205],"blog-languages":[],"class_list":["post-12037","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe","category-teleopti-importe","tag-teleopti-importe"],"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>Conseils pour planifier \u00e0 long terme | Calabrio<\/title>\n<meta name=\"description\" content=\"Un certain nombre de facteurs entrent en jeu pour \u00eatre aussi pr\u00e9cis que possible lorsqu&#039;il s&#039;agit de planification \u00e0 long terme. 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