{"id":29,"date":"2024-11-22T17:48:36","date_gmt":"2024-11-22T16:48:36","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=29"},"modified":"2025-01-16T21:43:29","modified_gmt":"2025-01-16T20:43:29","slug":"audit","status":"publish","type":"page","link":"https:\/\/oswego.eu\/en\/audit\/","title":{"rendered":"Audit"},"content":{"rendered":"
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\"d\u00e9finition<\/figure>\n<\/div>\n\n\n\n
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Optimisation des op\u00e9rations client et des centres de contact gr\u00e2ce \u00e0 un audit op\u00e9rationnel et \u00e9conomique<\/h1>\n\n\n\n

Profiter d’une \u00e9valuation compl\u00e8te pour transformer le service client en levier de performance et de rentabilit\u00e9. Notre m\u00e9thode permet de d\u00e9couvrir les insights cl\u00e9s de vos services pour proposer les solutions adapt\u00e9es.<\/p>\n\n\n\n

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LANCER UN AUDIT EN LIGNE<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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CARACTERISTIQUES<\/h3>\n\n\n\n

L\u2019audit s\u2019appuie sur une \u00e9valuation rigoureuse des op\u00e9rations (mod\u00e8le op\u00e9rationnel, \u00e9conomique et parcours clients). Cette analyse repose sur plus de 250 points de contr\u00f4le align\u00e9s avec les meilleures pratiques de l’exp\u00e9rience client.<\/p>\n<\/div>\n\n\n\n

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AVANTAGES<\/h3>\n\n\n\n

C’est une m\u00e9thodologie exhaustive pens\u00e9e pour contr\u00f4l\u00e9e tous les aspects de l’organisations. Les recommandations de l’audit sont bas\u00e9es sur une approche pragmatique entre les standards de l’industrie et les sp\u00e9cificit\u00e9s de l’organisation.<\/p>\n<\/div>\n\n\n\n

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BENEFICES<\/h3>\n\n\n\n

Les livrables offrent des actions imm\u00e9diates, \u00ab\u00a0quick wins\u00a0\u00bb, accompagn\u00e9s d\u2019un plan de transformation d\u00e9taill\u00e9 et prioris\u00e9 pour structurer une feuille de route moyen terme. Les optimisations des processus identifi\u00e9es permettent d\u2019am\u00e9liorer la rentabilit\u00e9.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Start now!<\/h3>\n\n\n\n

Contactez nous aujourd\u2019hui pour en apprendre plus sur notre offre d’audit et les opportunit\u00e9s d\u2019excellence op\u00e9rationnelle pour votre service client.<\/p>\n\n\n\n

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\u2198\ufe0e TO MAKE AN APPOINTMENT<\/a><\/div>\n\n\n\n
\u2198\ufe0e DEMARRER UN AUDIT EN LIGNE<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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\"atelier<\/figure>\n<\/div>\n\n\n\n
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M\u00e9thodologie<\/h2>\n<\/div>\n\n\n\n
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IDENTIFIER LES ENJEUX<\/h3>\n\n\n\n

Lors de cette premi\u00e8re \u00e9tape, nous organisons un atelier de lancement avec la direction pour comprendre les objectifs strat\u00e9giques et les d\u00e9fis op\u00e9rationnels. Ensuite, nous r\u00e9alisons des workshops avec les managers op\u00e9rationnels afin d\u2019aligner les attentes et planifier le d\u00e9roulement de l\u2019audit.<\/p>\n\n\n\n

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MESURER LE FONCTIONNEMENT<\/h3>\n\n\n\n

Nous collectons des donn\u00e9es \u00e9conomiques et op\u00e9rationnelles \u00e0 travers des interviews, des visites de terrain et des analyses approfondies des processus. Cette \u00e9tape inclut l\u2019analyse de 250 \u00e0 400 points de contr\u00f4le couvrant les parcours clients, la gestion des ressources et les performances \u00e9conomiques.<\/p>\n\n\n\n

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ANALYSER LES ECARTS ET LES IMPACTS<\/h3>\n\n\n\n

Nous comparons les performances actuelles aux standards optimaux pour identifier les \u00e9carts significatifs. Les impacts \u00e9conomiques, qualitatifs et organisationnels sont quantifi\u00e9s pour hi\u00e9rarchiser les priorit\u00e9s.<\/p>\n\n\n\n

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RESTITUER LES RESULTATS<\/h3>\n\n\n\n

Nous synth\u00e9tisons les conclusions sous forme d\u2019un rapport d\u00e9taill\u00e9. Ce document inclut une photographie compl\u00e8te de l\u2019\u00e9tat des op\u00e9rations, des recommandations pr\u00e9cises et un plan d\u2019action structur\u00e9 autour de chantiers prioritaires.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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B\u00e9n\u00e9fices<\/h2>\n<\/div>\n\n\n\n
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RESULTATS IMMEDIATS ET MESURABLES<\/h3>\n\n\n\n

Profiter d’actions rapides (quick wins) qui am\u00e9liorent les performances d’un service client ou d’un centre de contact d\u00e8s les premi\u00e8res semaines suivant l\u2019audit.<\/p>\n\n\n\n

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ANALYSE ET VUE D’ENSEMBLE<\/h3>\n\n\n\n

Obtenir une compr\u00e9hension claire et d\u00e9taill\u00e9e des aspects \u00e9conomiques, qualitatifs et organisationnels de vos op\u00e9rations clients.<\/p>\n\n\n\n

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POSITIONNEMENT RENFORCE<\/h3>\n\n\n\n

Benchmark des performances aux meilleures pratiques de la relation client pour devenir un acteur de r\u00e9f\u00e9rence du secteur.<\/p>\n\n\n\n

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PLAN D’ACTION STRUCTURE ET PRIORISE<\/h3>\n\n\n\n

Disposer d\u2019un guide op\u00e9rationnel clair pour transformer les recommandations en r\u00e9sultats concrets, \u00e0 court et moyen terme.<\/p>\n\n\n\n

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COUTS REDUITS ET RENTABILITE ACCRUE<\/h3>\n\n\n\n

Identifier des leviers d\u2019optimisation pour r\u00e9duire les d\u00e9penses, am\u00e9liorer la rentabilit\u00e9 d’un centre d’appel ou d’une service client et financer les projets \u00e0 venir<\/p>\n\n\n\n

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PRISE DE DECISION ECLAIREE<\/h3>\n\n\n\n

B\u00e9n\u00e9ficier d\u2019une base chiffr\u00e9e et objective pour asseoir les d\u00e9cisions strat\u00e9giques en toute confiance.<\/p>\n\n\n\n

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ACCOMPAGNEMENT PAR DES EXPERTS<\/h3>\n\n\n\n

Solliciter notre r\u00e9seau d’experts pour optimiser l\u2019impact de chaque recommandation et garantir une mise en \u0153uvre efficace.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"calcul<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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T\u00e9moignage<\/h2>\n<\/div>\n\n\n\n
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\u201cCette collaboration m’a laiss\u00e9 une impression tr\u00e8s positive, tant sur la rigueur m\u00e9thodologique que sur leur capacit\u00e9 \u00e0 accompagner des transformations dans des environnements complexes.\u201d<\/p>\n\n\n\n

\u2014 Catherine Loustaunau
Directrice de la relation client
O2 Care Services<\/p>\n\n\n\n

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DECOUVRIR TOUS NOS USE CASES<\/a><\/div>\n<\/div>\n<\/blockquote>\n<\/div>\n\n\n\n
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\"taux<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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Use Cases<\/h2>\n<\/div>\n\n\n\n
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S\u00e9curiser vos op\u00e9rations, optimiser vos r\u00e9sultats<\/h3>\n\n\n\n

#Audit<\/p>\n\n\n\n

#Assurance<\/p>\n\n\n\n

#Workforce Management<\/p>\n<\/div>\n\n\n\n

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\"exp\u00e9rience<\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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\u2198\ufe0e Find out more<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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R\u00e9v\u00e9ler les axes d’am\u00e9lioration dans les op\u00e9rations client<\/h3>\n\n\n\n

#Audit<\/p>\n\n\n\n

#Care<\/p>\n\n\n\n

#Management op\u00e9rationnel<\/p>\n<\/div>\n\n\n\n

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\"d\u00e9finition<\/figure>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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\u2198\ufe0e Find out more<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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SEE ALL<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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OswegO Talks<\/h3>\n\n\n\n

D\u00e9couvrir tous les enjeux d’un audit de la relation client et de son service dans les entreprises.<\/p>\n\n\n\n

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ACCEDER AU PODCAST<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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Livre Blanc<\/h3>\n\n\n\n

Explorer le contexte et les enjeux de l’exp\u00e9rience client de A \u00e0 Z en t\u00e9l\u00e9chargeant nos livres blanc.<\/p>\n\n\n\n

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T\u00c9L\u00c9CHARGER LE LIVRE BLANC<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"

Le service d’audit op\u00e9rationnel et \u00e9conomique vise \u00e0 optimiser les centres de contact et les op\u00e9rations client. Avec une analyse rigoureuse de plus de 250 points de contr\u00f4le, ce processus apporte des recommandations concr\u00e8tes, am\u00e9liore la rentabilit\u00e9 et offre un plan d’action structur\u00e9 pour des r\u00e9sultats mesurables \u00e0 court et moyen terme.<\/p>","protected":false},"author":257993084,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-no-title","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-29","page","type-page","status-publish","hentry"],"aioseo_notices":[],"yoast_head":"\nAudit - OswegO<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrir Audit avec OswegO, un cabinet de conseil sp\u00e9cialis\u00e9 dans l'exp\u00e9rience client et le succ\u00e8s des op\u00e9rations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oswego.eu\/en\/audit\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Audit - 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