{"id":434,"date":"2024-11-24T14:31:44","date_gmt":"2024-11-24T13:31:44","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=434"},"modified":"2024-11-29T12:43:09","modified_gmt":"2024-11-29T11:43:09","slug":"use-case-management-wfm","status":"publish","type":"page","link":"https:\/\/oswego.eu\/pt\/use-case-management-wfm\/","title":{"rendered":"Use case : Management WFM"},"content":{"rendered":"
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Revitaliza\u00e7\u00e3o das opera\u00e7\u00f5es atrav\u00e9s da otimiza\u00e7\u00e3o de um centro de contacto e de um back office<\/h2>\n\n\n\n

Como \u00e9 que o OswegO transforma um centro de contacto e um back office em desempenho operacional?<\/h1>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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COMO INTEGRAR NOVAS ACTIVIDADES E MELHORES PR\u00c1TICAS?<\/p>\n\n\n\n

Um importante operador de BPO confiou \u00e0 OswegO uma miss\u00e3o de gest\u00e3o interina para o seu centro de contacto internacional e back office. Aument\u00e1mos a capacidade operacional, optimiz\u00e1mos os processos e refor\u00e7\u00e1mos a gest\u00e3o do call center.<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Que compet\u00eancias devem ser desenvolvidas para manter os mais elevados padr\u00f5es no sector da experi\u00eancia do cliente?<\/h2>\n<\/div>\n\n\n\n
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Contexto<\/h3>\n\n\n\n

Num sector competitivo de BPO, uma empresa l\u00edder operava um centro de contacto e de back office no estrangeiro. Na sequ\u00eancia da sa\u00edda tempor\u00e1ria do seu diretor, a empresa solicitou \u00e0 OswegO uma gest\u00e3o provis\u00f3ria. A miss\u00e3o inicial foi alargada de modo a incluir a melhoria das opera\u00e7\u00f5es e a integra\u00e7\u00e3o de novas actividades essenciais.<\/p>\n<\/div>\n\n\n\n

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Quest\u00f5es<\/h3>\n\n\n\n

Assegurar uma gest\u00e3o operacional eficaz<\/strong> e estabilizar o desempenho do centro.
Refor\u00e7o das capacidades do centro de contacto e do back office<\/strong>Estamos tamb\u00e9m a introduzir novas actividades para apoiar o crescimento da empresa.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Miss\u00e3o da Dire\u00e7\u00e3o da OswegO<\/h3>\n\n\n\n

A OswegO mobilizou um diretor associado durante um per\u00edodo de seis meses, trabalhando em estreita colabora\u00e7\u00e3o com as equipas locais e a dire\u00e7\u00e3o da empresa para :<\/p>\n\n\n\n


Gest\u00e3o operacional<\/strong> Supervis\u00e3o do desempenho di\u00e1rio e otimiza\u00e7\u00e3o dos resultados econ\u00f3micos.
Processos de reestrutura\u00e7\u00e3o<\/strong> A implementa\u00e7\u00e3o de uma gest\u00e3o de compet\u00eancias melhorada e de um controlo de qualidade que permita obter resultados mensur\u00e1veis.
Lan\u00e7amento de novas actividades<\/strong> Integra\u00e7\u00e3o do suporte a um operador m\u00f3vel virtual, aumentando a efici\u00eancia das opera\u00e7\u00f5es.
Aumento da capacidade<\/strong> Coordena\u00e7\u00e3o da amplia\u00e7\u00e3o do centro para aumentar em um ter\u00e7o a sua capacidade de produ\u00e7\u00e3o.
Melhorar a experi\u00eancia do cliente<\/strong> Transfer\u00eancia das actividades de cobran\u00e7a de d\u00edvidas de Paris, com hor\u00e1rios de abertura alargados e novos m\u00e9todos de pagamento para tornar a experi\u00eancia do cliente mais fluida.
Apoio ao novo diretor<\/strong> Forma\u00e7\u00e3o e transfer\u00eancia de conhecimentos para garantir um in\u00edcio de atividade eficaz e duradouro.<\/p>\n\n\n\n

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Descubra a gest\u00e3o da OswegO<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Quais s\u00e3o os resultados da estrutura\u00e7\u00e3o dos seus cen\u00e1rios de externaliza\u00e7\u00e3o de centros de contacto?<\/h2>\n<\/div>\n\n\n\n
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Aumento da capacidade operacional: Extens\u00e3o do centro de contacto e do back office para responder \u00e0s necessidades crescentes.<\/p>\n\n\n\n

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Processos optimizados: Ado\u00e7\u00e3o das melhores pr\u00e1ticas para aumentar a fiabilidade e a efici\u00eancia operacional.<\/p>\n<\/div>\n\n\n\n

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Percursos mais f\u00e1ceis para os clientes: uma experi\u00eancia melhorada gra\u00e7as a uma melhor gest\u00e3o dos recursos e dos m\u00e9todos de pagamento.<\/p>\n<\/div>\n\n\n\n

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Refor\u00e7o da gest\u00e3o operacional: Integra\u00e7\u00e3o bem sucedida do novo diretor, com apoio personalizado para manter os progressos realizados.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Porqu\u00ea escolher a OswegO para a gest\u00e3o interm\u00e9dia das suas transforma\u00e7\u00f5es?<\/h2>\n<\/div>\n\n\n\n
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A experi\u00eancia da OswegO em gest\u00e3o interina, para transformar as opera\u00e7\u00f5es e garantir a sua continuidade.<\/p>\n\n\n\n

Capacidade de otimizar os centros de contacto e de back office, alinhando as opera\u00e7\u00f5es com as melhores pr\u00e1ticas para um desempenho sustent\u00e1vel.<\/p>\n<\/div>\n\n\n\n

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Comece agora!<\/h3>\n\n\n\n

Contacte-nos hoje para saber mais sobre os nossos servi\u00e7os de consultoria.<\/p>\n\n\n\n

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\u2198\ufe0e PARA MARCAR UMA CONSULTA<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Livro Branco<\/h3>\n\n\n\n

Descarregue o guia de casos de utiliza\u00e7\u00e3o do OswegO para descobrir exemplos concretos de como otimizar as suas opera\u00e7\u00f5es.<\/p>\n\n\n\n

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DESCARREGAR O LIVRO BRANCO<\/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":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"footnotes":""},"class_list":["post-434","page","type-page","status-publish","hentry"],"aioseo_notices":[],"yoast_head":"\nUse case : Management WFM - OswegO<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrir Use case : Management WFM 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\/pt\/use-case-management-wfm\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Use case : Management WFM - 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