Quem se arrisca a resistir?

Olá!

Não tem jeito! Por mais que fujamos, o assunto das novas normatizações do setor de contact centers nos persegue. Quem esteve no CONAREC 2008 viu que várias palestras tiveram suas chamadas vinculadas ao Decreto do Governo. Em uma delas, boa parte dos participantes ficaram em pé por falta de assentos disponíveis.

O que é importante em tudo isso é que começa a se debater e defender com mais intensidade algo que somos chatos em repetir já faz alguns bons anos: atendimentos ruins são reflexos de processos inadequados! Por mais que existam oportunidades de melhoria nos treinamentos, nas tecnologias utilizadas e na gestão dos contact centers, o que vai realmente transformar a imagem do atendimento das empresas é uma maior competência na gestão dos processos corporativos, processos esses que estão do lado de fora das centrais de atendimento.

A verdade é que as instituições fogem dos processos como o diabo foge da cruz, talvez porque modificar processos seja algo complexo, por envolver muita gente, áreas diversas. Com risco de se mexer na estrutura organizacional, há também o jogo político interno de cada empresa, tecnologias que não interagem, enfim, vários fatores para desestimular as iniciativas. Mas não tem jeito, por mais que alguns se esforcem, não há como evitar. É questão de tempo! Quem largar antes, colherá os frutos antes e, dentre esses frutos, certamente estará um custo menor com as operações de atendimento.

Abraço!

Vladimir

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