{"id":2976,"date":"2020-11-17T15:37:37","date_gmt":"2020-11-17T19:37:37","guid":{"rendered":"https:\/\/www.apstemps.com\/?p=2976"},"modified":"2026-01-20T14:15:59","modified_gmt":"2026-01-20T20:15:59","slug":"call-centers-future-automation-personnel-services","status":"publish","type":"post","link":"https:\/\/apstemps.com\/es\/call-centers-future-automation-personnel-services\/","title":{"rendered":"El futuro de los centros de llamadas"},"content":{"rendered":"<h5 class=\"wp-block-heading\"><strong>Por Lee Hurley<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">Una de las cosas m\u00e1s interesantes de la tecnolog\u00eda de CRM es que, con todas las formas avanzadas de ayudar a las empresas a comunicarse de manera m\u00e1s eficiente con sus clientes, a menudo el consumidor simplemente quiere hablar con alguien. Las empresas bienintencionadas que se han esforzado constantemente por depender de la tecnolog\u00eda para responder preguntas han comprendido la importancia del factor humano. Es m\u00e1s barato y r\u00e1pido enviar a un cliente a un sitio web o a una sala de chat, y no cabe duda de que esas herramientas son beneficiosas, pero al final del d\u00eda el cliente a menudo quiere hablar con alguien. De ah\u00ed la necesidad actual y el aumento continuo proyectado en el empleo para los centros de llamadas.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>LA GENTE QUE NECESITA A LA GENTE&nbsp;&nbsp;<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Seg\u00fan un art\u00edculo reciente en\u00a0<a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2018\/09\/04\/will-contact-centers-still-take-calls-in-10-years\/#4342d23b2331\">Forbes<\/a>.com, el 74 por ciento de las personas se comunica con el servicio de atenci\u00f3n al cliente por tel\u00e9fono, m\u00e1s que cualquier otro canal. Incluso vale la pena esperar en l\u00ednea o navegar por un men\u00fa telef\u00f3nico para hablar con una persona. Frustrante, s\u00ed, pero lo hacen. \u00bfPor qu\u00e9? Porque muy a menudo la soluci\u00f3n no se puede encontrar sin la racionalizaci\u00f3n humana. Es decir, hablar con alguien y explicar su situaci\u00f3n. El art\u00edculo de Forbes, entre otros, plantea tres escenarios en los pr\u00f3ximos diez a veinte a\u00f1os: 1) Un giro casi completo hacia la tecnolog\u00eda virtual, 2) la constataci\u00f3n de que el servicio al cliente necesita una voz humana y 3) una combinaci\u00f3n de ambos. Personas inteligentes trabajan en esto todos los d\u00edas y la nueva tecnolog\u00eda es m\u00e1s amigable e intuitiva (Delta Airlines es un buen ejemplo de esto), pero en el futuro previsible, los humanos en los centros de llamadas desempe\u00f1an un papel fundamental en la comunicaci\u00f3n con el important\u00edsimo cliente.\u00a0\u00a0\u00a0<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>TRABAJO ESENCIAL<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">No es nada sorprendente que&nbsp;<a href=\"https:\/\/www.cisa.gov\/news\/2020\/03\/19\/cisa-releases-guidance-essential-critical-infrastructure-workers-during-covid-19\">el Departamento de Seguridad Nacional clasific\u00f3 a los centros de llamadas como trabajos esenciales<\/a>&nbsp;durante la pandemia. Las personas necesitan respuestas m\u00e1s que nunca mientras usan internet y el tel\u00e9fono para pedir, bueno, pr\u00e1cticamente todo. Hay empleos disponibles en todos los sectores, desde cooperativas de cr\u00e9dito hasta servicios de entrega de comida y todo lo dem\u00e1s. Y la paga puede ser mayor de lo que uno podr\u00eda pensar. El punto aqu\u00ed es que este sector est\u00e1 creciendo, no contray\u00e9ndose, y las personas trabajadoras, amables y serenas pueden ascender f\u00e1cilmente en la jerarqu\u00eda. Como dice un art\u00edculo de Hubspot, una parte esencial y maravillosa de estar en la cadena de comunicaciones es&nbsp;<a href=\"https:\/\/blog.hubspot.com\/service\/working-call-center?__hstc=87408583.d60a81c2d4a187fd42dc6b074f3cc683.1589568855054.1605629275942.1605641329340.649&amp;__hssc=87408583.8.1605641329340&amp;__hsfp=1954195057\">crear una experiencia del cliente encantadora<\/a>.Para la empresa, eso significa un cliente feliz. Para el empleado, eso significa m\u00e1s dinero, ascensos y reconocimiento por un trabajo bien hecho.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>BUENO PARA TRABAJOS TEMPORALES<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">La terciometrizaci\u00f3n de puestos de centro de llamadas a \/ La externalizaci\u00f3n de trabajos de centro de llamadas a&nbsp;<a href=\"https:\/\/www.apstemps.com\/\">una agencia de empleo como Automation Personnel Services<\/a>&nbsp;ofrece varios beneficios. En primer lugar, la tasa de rotaci\u00f3n es bastante alta en los centros de llamadas. Esto se debe a muchos factores, pero cuanto mayor es la tasa de rotaci\u00f3n, m\u00e1s importante es contar con ayuda externa que busque continuamente buenos candidatos. La escalabilidad es otra raz\u00f3n para buscar ayuda externa. La pandemia de coronavirus es un ejemplo real y extremo de este beneficio, pero uno real. Algunas empresas han aumentado su uso de centros de llamadas en m\u00e1s del 100 por ciento. Sin embargo, a medida que la pandemia disminuya, tambi\u00e9n lo har\u00e1 la necesidad de aumentar el personal en los centros de llamadas. Una agencia de empleo como Automation Personnel Services puede reasignar a esos empleados a otro puesto r\u00e1pidamente. Por \u00faltimo, externalizar a los empleados de un centro de llamadas a trav\u00e9s de una agencia de empleo es rentable y reduce los riesgos. Por ejemplo, Automation Personnel Services no solo paga el salario del empleado, sino que tambi\u00e9n ofrece cobertura m\u00e9dica, planes 401(k) y otros beneficios.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u00bfTiene puestos de centro de llamadas u otros roles que necesite cubrir? Complete nuestro&nbsp;<\/em><a href=\"https:\/\/www.apstemps.com\/temporary-staffing-services\/request-employee\/\">Formulario de solicitud de empleado<\/a><em>&nbsp;y cu\u00e9ntenos sobre sus necesidades de personal.&nbsp;<\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>By Lee Hurley One of the most interesting things about CRM technology is that with all of the advanced ways to help companies more efficiently communicate with their customers, often the consumer simply wants someone to talk to. Well-meaning companies who have consistently worked harder to rely on technology to answer questions have realized the [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":2977,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[1005,24],"tags":[],"class_list":["post-2976","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automation","category-employers"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Call Centers And Their Future | Automation Personnel Services<\/title>\n<meta name=\"description\" content=\"Even thought it may be faster and cheaper to use automated call centers, there is still a need for and a desire to talk to a real person.\" \/>\n<meta name=\"robots\" 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