Contrôle du niveau de service | Logiciel de centre d'appels

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banner-text-content "> <h1>Votre niveau de service. L’accessibilité de votre marque.</h1> <p class="sub-text">Utilisez le contrôle du niveau de service pour gérer votre centre d’appels virtuel. Et oui, le tableau de bord est 😍</p> <div class="mt-md"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/fr/freshcaller-cloud-pbx/signup/"> INSCRIVEZ-VOUS À FRESHCALLER</a> </div> </div> <div class="col-md-7 "> <div class="mt-md loop-video"> <script> (function () { window._wq = window._wq || []; var videoEmbedOptions = {}; /* Get user email from Local storage (if available) and embed it into the widget. 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Supervisez vos équipes virtuelles et contrôlez constamment votre niveau de service global. Votre niveau de service global détermine l’accessibilité de votre marque et doit être en phase avec ses engagements.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="bucket-animation-wrapper"> <div class="bucket-animation-static-bg"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-sixth.png 2x" alt="global service level monitoring" /> <img class="original-image fadeIn " alt="global service level monitoring" title="" src="" srcset="" /> </div> </div> <div class="bucket-animation-container" data-bodymovin-container id="79699474823880"></div> </div> <script type="text/javascript"> /* globals bodymovin */ FW.onLoad('lib/bodymovin', function (bodymovin) { var initAnimation = function () { FW.$.getJSON('https://website-assets-fw.freshworks.com/attachments/ck2wvic4t02s79ufzdaus6dts-global-montoring.json', function (data) { var wrapper = document.getElementById('79699474823880') var animationInstance = bodymovin.loadAnimation({ wrapper: wrapper, animType: 'svg', loop: true, animationData: data, autoplay: true }); FW.$('#79699474823880').find('svg').attr('aria-hidden','true'); animationInstance.addEventListener('complete', function () { animationInstance.pause(); }); FW.$('#79699474823880').parent('.bucket-animation-wrapper').addClass('animation-ready'); FW.$(window).scroll(function () { var id = '79699474823880'; var hT = FW.$('#' + id).parent().offset().top; var hH = FW.$('#' + id).parent().outerHeight(); var wH = FW.$(window).height(); var wS = FW.$(this).scrollTop(); if ((wS + wH) > (hT + (0.4 * hH))) { animationInstance.play(); } else { // stop animation when scrolling up and beyond animationInstance.stop(); } // stop animation when scrolling down and beyond if (wS > (hT + hH)) { animationInstance.stop(); } }); bodymovin.setQuality('low'); }); }; // var browser = SiteUtilities.getUserAgent(); // if(browser == 'Chrome') // { initAnimation(); // } }); </script> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-112618823120635'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-38117140133182" class=" feature-screenshot-right__content col-md-6"> <h3 class="feature-heading">Supervision de l’équipe</h3> <p>L’objectif de niveau de service de l’équipe ou de la file vous aident à repérer les équipes ou les files qui ne respectent pas les niveaux de service cible. Cela vous permet d’identifier les points problématiques de votre centre d’appels et vous fournit des données pour prendre des mesures adéquates.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="bucket-animation-wrapper"> <div class="bucket-animation-static-bg"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-sixth.png 2x" alt="service level monitoring for phone teams" /> 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$link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section class=" " data-scroll-target="" id =""> <div class=' banner-badges banner-badges-dark inline-full-width' id="stripe-71036488430062"> <div class="pb-sm banner-badges-inline l-page"> <div class="banner-badges-inline-text font-color-light"> <h3>Adoptez un système téléphonique doté d’un contrôle du niveau de service</h3> <div class="cta pt-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="https://www.freshworks.com/fr/freshcaller-cloud-pbx/signup/"> COMMENCEZ UN ESSAI</a> </div> </div> </div> </div> </section> <section id="" class="section-content-grid l-section section-light-bg " data-scroll-target=""> <div class="l-page container l-grid"> <div class="l-section-heading"> <h2 class="align-center">Contrôle du niveau de service dans Freshdesk Contact Center</h2> <p class="align-center">Gérez votre centre d’appels en suivant et en utilisant les indicateurs clés et à l’aide des capacités requises pour gérer votre équipe téléphonique</p> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmw1n500q0g7g0x05qj09f-service-level-target.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Objectif de niveau de service</h6> <p>Le niveau d’accessibilité visé par votre marque</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmwv6c00rcggg00fh8m1zq-service-level-achieved.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Niveau de service atteint</h6> <p>Les performances réelles de votre centre d’appels mesurées toutes les cinq minutes</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmxq3o00tfg7g0gr3vkzmg-service-level-threshold.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Plafond de niveau de service</h6> <p>Le délai durant lequel vous souhaitez que vos agents répondent à un appel</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmyqbu00vdg7g007jvk3dy-average-time-to-answer.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Temps moyen de réponse</h6> <p>Le temps nécessaire aux agents pour répondre à un appel</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmzi4300x1g7g07xg0qicx-average-handle-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Délai de traitement moyen</h6> <p>Le délai total requis pour mettre fin à un appel, y compris le travail post-appel</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpn182200zdg7g0aa8rdoeg-average-talk-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Délai d’attente moyen</h6> <p>Le délai durant lequel les correspondants attendent d’être transférés à l’un de vos agents téléphoniques</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpn182200zdg7g0aa8rdoeg-average-talk-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Temps de communication moyen</h6> <p>Le temps de communication effectif entre vos agents et les clients</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpn1z0600x2ggg04ot0gjrq-longest-wait-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Délai d’attente le plus long</h6> <p>Comprenez les retards dans vos flux d’appel afin d’améliorer l’expérience client</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpq4z3m01i4ggg0u6gfxi81-breach-filter.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Filtre des violations</h6> <p>Filtrez et analysez chaque interaction n’ayant pas honoré votre niveau de service</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtqvmtwk00f7emg0wt1y24x2-group-50-1.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Vidéographie</h6> <p>Diffusez la progression de votre niveau de service sur un grand écran</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtq1pbtl02ssg7g0fd7v74yc-group-50.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Écartement des abandons</h6> <p>Veillez à ce que seuls les appels pertinents soient inclus dans le calcul de votre niveau de service</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpqnqv101vhg7g0456hlg6i-time-period.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Période</h6> <p>Suivez votre niveau de service sur la journée ou seulement sur la dernière heure</p> </div> </div> </div> </div> </section> <section class="l-section " data-scroll-target="" id =""> <div class="l-page container align-center"> <h2 class="align-center">Comment calculer les niveaux de service de votre centre d’appels ?</h2> <p>Calculer et superviser les niveaux de service vous permet de comprendre les performances de votre centre d’appels. Le contrôle du niveau de service dans Freshdesk Contact Center a été conçu afin d’offrir le maximum d’informations exploitables aux superviseurs de votre centre d’appels. En quelques mots, il est calculé en divisant le nombre total d’appels traités par le nombre total d’appels reçus par vos agents. Des calculs précis du niveau de service vous permettent de tirer les bonnes conclusions tout en contrôlant votre <a href="https://www.freshworks.com/freshcaller-cloud-pbx/virtual-call-center/">centre d’appels virtuel</a>.</p> <p> </p> </div> </section> <section class=" " data-scroll-target="" id =""> <div class=' banner-badges banner-badges-dark inline-full-width' id="stripe-57175710200136"> <div class="pb-sm banner-badges-inline l-page"> <div class="banner-badges-inline-text font-color-light"> <h3>Calculez le bon niveau de service avec Freshdesk Contact Center</h3> <div class="cta pt-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="https://www.freshworks.com/fr/freshcaller-cloud-pbx/signup/"> COMMENCEZ UN ESSAI</a> </div> </div> </div> </div> </section> <section id="138607782303440" class="section-bucket section-text-media l-section gradient-light "> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">La supervision de centre d’appels devient simple</h2> </div> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-114351420400404" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading">Avec notre tableau de bord, n’importe qui peut être au courant de tout 🤓</h3> <p>Avec le <a href="https://www.freshworks.com/freshcaller-cloud-pbx/call-center-management/call-center-dashboard/">tableau de bord en temps réel</a> de Freshdesk Contact Center, vous pouvez superviser l’intégralité des opérations de votre centre d’appels depuis n’importe où dans le monde. La partie En attente liste l’ensemble des appelants qui attendent de parler à votre agent. La partie En conversation liste l’ensemble des conversations en cours que vous pouvez contrôler et dans lesquelles vous pouvez intervenir en tant que superviseur. Vous pouvez également voir le statut de disponibilité de l’agent au sein du tableau de bord.</p> <p> </p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.one-sixth.png 2x" alt="Real-time dashboard for phone teams" /> <img class="original-image fadeIn " alt="Real-time dashboard for phone teams" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-114351420400404'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="119549212236786" class="section-bucket section-text-media l-section "> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-5197791836385" class=" feature-screenshot-right__content col-md-6"> <h3 class="feature-heading">Demandez des indicateurs à votre système téléphonique 👊</h3> <p>Gérer une équipe sans disposer des bonnes données à analyser pour comprendre ses performances n’a rien d’une partie de plaisir. C’est pourquoi Freshdesk Contact Center vous fournit tous les indicateurs de centre d’appels nécessaires ainsi que de nombreuses données et la possibilité de tout exporter. Vous profitez également de données sur les appels abandonnés et sur le motif de l’abandon dans votre compte Freshdesk Contact Center.</p> <p> </p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.one-sixth.png 2x" alt="ss3 1" /> <img class="original-image fadeIn " alt="ss3 1" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-5197791836385'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="55443112921472" class="section-bucket section-text-media pt-xl gradient-light "> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-157666352370436" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading">Vous tomberez immédiatement sous le charme de notre module de reporting 🎵</h3> <p>Des modules de reporting peuvent assurer la réussite, ou au contraire entraîner l’échec des entreprises. On peut affirmer sans crainte que vous êtes en bonnes mains. Grâce aux capacités de reporting de Freshdesk Contact Center, vous pouvez à tout moment analyser des rapports préconçus sur les appels et les agents ou concevoir votre propre rapport personnalisé. Vous pouvez programmer le rapport afin qu’il soit régulièrement envoyé dans votre boîte de réception. Il est temps de mettre les mains dans le cambouis avec le tout nouveau module de reporting de Freshdesk Contact Center.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.one-sixth.png 2x" alt="Reports for call centers and phone teams" /> <img class="original-image fadeIn " alt="Reports for call centers and phone teams" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-157666352370436'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section class="l-section faq-section" data-scroll-target="" id =""> <div class="l-page container"> <div class="l-section-heading"> <h2 class="align-center">FAQ sur le contrôle du niveau de service de Freshdesk Contact Center</h2> </div> <div class="row"> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-60640904757895" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-60640904757895"> <h3 class="accordion-heading ">Quels sont les critères pour que les appels soient pris en compte dans le calcul du niveau de service ?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-60640904757895" role="region" aria-hidden="true" aria-labelledby="accordion-header-60640904757895"> <div class="accordion-text "> <ul> <li> <p>Seuls les appels entrants sont pris en compte</p> </li> <li> <p>Les appels reçus en dehors des horaires d’ouverture ne sont pas pris en compte, y compris durant les week-ends et les congés annoncés</p> </li> </ul> </div> </div> </div> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-3465194557596" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-3465194557596"> <h3 class="accordion-heading ">Combien de règles de niveau de service puis-je configurer dans Freshdesk Contact Center ?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-3465194557596" role="region" aria-hidden="true" aria-labelledby="accordion-header-3465194557596"> <div class="accordion-text "> <p>Vous pouvez définir un niveau de service cible global pour toute votre équipe téléphonique ainsi que des objectifs individuels pour chaque équipe/file.</p> </div> </div> </div> </div> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-98758044891486" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-98758044891486"> <h3 class="accordion-heading ">À quel momentle chronomètre est-il lancé pour calculer une violation du niveau de service ?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-98758044891486" role="region" aria-hidden="true" aria-labelledby="accordion-header-98758044891486"> <div class="accordion-text "> <ul> <li> <p>Le chronomètre n’est lancé qu’une fois que le correspondant atteint votre file d’attente</p> </li> <li> <p>Le temps passé à écouter votre message d’accueil ou dans votre SVI n’est pas pris en compte</p> </li> <li> <p>Si vous avez défini plusieurs règles d’escalade, le chronomètre prendra seulement en compte que les performances de la première file</p> </li> </ul> </div> </div> </div> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-161131546928214" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-161131546928214"> <h3 class="accordion-heading ">Qui profitera directement du contrôle du niveau de service de Freshdesk Contact Center ?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-161131546928214" role="region" aria-hidden="true" aria-labelledby="accordion-header-161131546928214"> <div class="accordion-text "> <ul> <li>Les superviseurs de centre d’appels</li> <li>Les responsables du support client</li> <li>Les responsables de l’expérience client</li> </ul> </div> </div> </div> </div> </div>  </div> </section> <section id="41582334691176" class="l-section align-center pattern-light banner-default" data-scroll-target=""> <div class="container banner-content l-banner " data-target="#"> <h2>Gift your teams the chance to use a truly modern phone system</h2> <p class="sub-text">Sign up for Freshdesk Contact Center today! 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