{"id":370,"date":"2024-11-24T14:12:47","date_gmt":"2024-11-24T13:12:47","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=370"},"modified":"2024-11-29T12:39:29","modified_gmt":"2024-11-29T11:39:29","slug":"audit-wfm-rh","status":"publish","type":"page","link":"https:\/\/oswego.eu\/en\/audit-wfm-rh\/","title":{"rendered":"Use case : audit WFM RH"},"content":{"rendered":"
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REINVENTER LE MODELE OPERATIONNEL D’UN CENTRE DE CONTACT<\/h2>\n\n\n\n

Comment OswegO aide une entreprise majeure \u00e0 transformer son centre de contacts pour relever ses d\u00e9fis RH et op\u00e9rationnels ?<\/h1>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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L’EXTERNALISATION EST-ELLE UNE OPPORTUNITE OU UN RISQUE ?<\/p>\n\n\n\n

Une entreprise sp\u00e9cialis\u00e9e dans la gestion des services urbains cherchait \u00e0 r\u00e9inventer son centre de contacts face \u00e0 des co\u00fbts croissants et des indicateurs RH pr\u00e9occupants. Gr\u00e2ce \u00e0 l\u2019intervention d\u2019OswegO, elle a explor\u00e9 des sc\u00e9narios d\u2019externalisation et renforc\u00e9 ses performances pour offrir un service client plus agile et efficace.<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Comment concilier l’adoption technologique et la meilleure relation client ? <\/h2>\n<\/div>\n\n\n\n
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Contexte<\/h3>\n\n\n\n

Dans le secteur des services urbains, une filiale d\u2019un groupe majeur faisait face \u00e0 des d\u00e9fis critiques dans la gestion de son centre de contacts parisien. Avec une cinquantaine de collaborateurs, l\u2019entreprise subissait une hausse exponentielle de ses co\u00fbts d\u2019exploitation. En parall\u00e8le, des indicateurs RH alarmants (turnover et absent\u00e9isme) mena\u00e7aient la p\u00e9rennit\u00e9 de cette activit\u00e9 essentielle \u00e0 la gestion des abonnements et du support technique.<\/p>\n<\/div>\n\n\n\n

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Enjeux<\/h3>\n\n\n\n

\u00c9valuer la viabilit\u00e9<\/strong> du centre de contacts interne en France
Explorer des alternatives \u00e9conomiques et op\u00e9rationnelles<\/strong>, incluant des sc\u00e9narios d\u2019externalisation ou de d\u00e9localisation, en France ou \u00e0 l\u2019\u00e9tranger.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Mission d’OswegO Audit<\/h3>\n\n\n\n

En collaboration avec le cabinet Barttle Management, OswegO a conduit un audit approfondi sur deux semaines, en mobilisant un directeur associ\u00e9 pour analyser le mod\u00e8le op\u00e9rationnel, \u00e9conomique et organisationnel.<\/p>\n\n\n\n


Les actions cl\u00e9s mises en oeuvre :
\u00c9valuation du fonctionnement op\u00e9rationnel<\/strong> : Analyse des pratiques existantes en mati\u00e8re de qualit\u00e9, de comp\u00e9tences et de pilotage de la performance.
Identification des forces<\/strong> : Mise en lumi\u00e8re d\u2019une culture forte et d\u2019un engagement collectif envers un service client de qualit\u00e9.
Proposition de sc\u00e9narios alternatifs<\/strong> : Pr\u00e9sentation de trois options d\u2019externalisation ou de d\u00e9localisation, int\u00e9grant des crit\u00e8res \u00e9conomiques, op\u00e9rationnels et sociaux.
Recommandations imm\u00e9diates<\/strong> : Livraison d\u2019un plan d\u2019action pour r\u00e9duire les \u00e9carts de performance et optimiser les r\u00e9sultats \u00e0 court terme.<\/p>\n\n\n\n

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D\u00e9couvrir OswegO Audit<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Quelles opportunit\u00e9s un audit d\u00e9livr\u00e9 par OswegO vous permet-il de d\u00e9tecter ?<\/h2>\n<\/div>\n\n\n\n
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Obtenir une vision claire des forces et faiblesses du centre de contacts, compar\u00e9es aux meilleures pratiques du march\u00e9.<\/p>\n\n\n\n

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Disposer de sc\u00e9narios strat\u00e9giques d\u00e9taill\u00e9s, permettant d\u2019orienter sa d\u00e9cision en tenant compte des priorit\u00e9s \u00e9conomiques et op\u00e9rationnelles.<\/p>\n<\/div>\n\n\n\n

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Mettre en \u0153uvre un plan d\u2019action pragmatique, renfor\u00e7ant la performance et l\u2019efficacit\u00e9 du centre en interne.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Pourquoi choisir OswegO pour \u00e9clairer vos d\u00e9cisions d’externalisation de centre de contact ?<\/h2>\n<\/div>\n\n\n\n
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L\u2019importance d\u2019un audit approfondi pour identifier les leviers de transformation.<\/p>\n\n\n\n

La capacit\u00e9 d\u2019OswegO \u00e0 associer efficacit\u00e9 op\u00e9rationnelle et alignement strat\u00e9gique pour r\u00e9pondre aux enjeux complexes des centres de contacts.<\/p>\n<\/div>\n\n\n\n

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

Contactez nous aujourd\u2019hui en apprendre d’avantage sur nos offres de conseil.<\/p>\n\n\n\n

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\u2198\ufe0e TO MAKE AN APPOINTMENT<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Livre Blanc<\/h3>\n\n\n\n

T\u00e9l\u00e9charger le guide des user cases d\u2019OswegO pour d\u00e9couvrir des exemples concrets d\u2019optimisation de vos op\u00e9rations.<\/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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<\/p>","protected":false},"excerpt":{"rendered":"

L’audit op\u00e9rationnel et \u00e9conomique permet d’optimiser le service client et les centres de contact en identifiant des leviers de performance. En analysant plus de 250 points de contr\u00f4le, cette m\u00e9thodologie offre des recommandations concr\u00e8tes pour am\u00e9liorer la rentabilit\u00e9, r\u00e9duire les co\u00fbts et \u00e9tablir un plan d’action structur\u00e9 et prioris\u00e9.<\/p>","protected":false},"author":257993084,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-370","page","type-page","status-publish","hentry"],"aioseo_notices":[],"yoast_head":"\nUse case : audit WFM RH - OswegO<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrir Use case : audit WFM RH 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-wfm-rh\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Use case : audit WFM RH - 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