{"id":467,"date":"2024-11-24T17:46:51","date_gmt":"2024-11-24T16:46:51","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=467"},"modified":"2024-11-29T13:00:19","modified_gmt":"2024-11-29T12:00:19","slug":"use-case-management-bpo-wfm","status":"publish","type":"page","link":"https:\/\/oswego.eu\/pt\/use-case-management-bpo-wfm\/","title":{"rendered":"Use case : Management BPO WFM"},"content":{"rendered":"
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Transformar e otimizar a governa\u00e7\u00e3o dos centros de contacto e do backoffice<\/h2>\n\n\n\n

Como \u00e9 que a OswegO ajudou um operador de BPO a renovar os seus contratos com clientes e a criar sinergias entre as suas actividades?<\/h1>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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QUAIS S\u00c3O OS DESAFIOS DAS RELA\u00c7\u00d5ES COM OS CLIENTES PARA UMA BPO?<\/p>\n\n\n\n

Para garantir a renova\u00e7\u00e3o dos contratos com os seus clientes, uma filial especializada em centros de contacto e back office pediu \u00e0 OswegO que implementasse um plano de transforma\u00e7\u00e3o. A governa\u00e7\u00e3o foi optimizada e a produtividade aumentada pelas sinergias identificadas na empresa.<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Como \u00e9 que os processos podem ser optimizados para melhorar a satisfa\u00e7\u00e3o do cliente?<\/h2>\n<\/div>\n\n\n\n
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Contexto<\/h3>\n\n\n\n

Convencida dos resultados obtidos pela Oswego durante uma miss\u00e3o anterior, uma filial de um grupo diversificado procurou a nossa experi\u00eancia para transformar as suas opera\u00e7\u00f5es de clientes. Este centro de contacto e de back-office, especializado na gest\u00e3o de actividades complexas, foi confrontado com o desafio de otimizar a sua governa\u00e7\u00e3o, os seus processos e a fideliza\u00e7\u00e3o dos seus clientes, necess\u00e1rios para a renova\u00e7\u00e3o de contratos estrat\u00e9gicos.<\/p>\n<\/div>\n\n\n\n

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

Implementa\u00e7\u00e3o de um plano de transforma\u00e7\u00e3o para otimizar opera\u00e7\u00f5es de centro de contacto e back office<\/strong>.
Apoio fidelidade do cliente<\/strong> tendo em vista a renova\u00e7\u00e3o do contrato.
Criar sinergias com outras entidades do Grupo para maximizar a efici\u00eancia global.<\/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

Sob a supervis\u00e3o de um diretor adjunto, um consultor s\u00e9nior de gest\u00e3o de opera\u00e7\u00f5es assumiu o papel de diretor-geral da filial para orientar esta transforma\u00e7\u00e3o. A miss\u00e3o centrou-se em quatro dom\u00ednios principais:<\/p>\n\n\n\n


Procura de sinergias<\/strong> Colaborar ativamente com outras entidades do Grupo para integrar as melhores pr\u00e1ticas e reunir recursos.
Governa\u00e7\u00e3o interna<\/strong> Os elementos-chave da estrat\u00e9gia do Grupo s\u00e3o os seguintes: criar uma estrutura de gest\u00e3o de acompanhamento baseada em reuni\u00f5es semanais e comit\u00e9s de gest\u00e3o regulares.
Modela\u00e7\u00e3o de processos optimizados<\/strong> Revis\u00e3o dos processos operacionais para alinhar as actividades do centro com as necessidades dos clientes e preparar a renova\u00e7\u00e3o dos contratos.
Explorar quest\u00f5es complementares<\/strong> Integra\u00e7\u00e3o de novas responsabilidades (gest\u00e3o das actividades de engenharia inform\u00e1tica e instala\u00e7\u00e3o no domic\u00edlio) para harmonizar as pr\u00e1ticas e aumentar a efic\u00e1cia.
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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 as vantagens da gest\u00e3o da for\u00e7a de trabalho (WFM) para as equipas de centros de contacto e de back-office?<\/h2>\n<\/div>\n\n\n\n
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Melhoria do desempenho social: Redu\u00e7\u00e3o significativa da rota\u00e7\u00e3o do pessoal e do absentismo.<\/p>\n\n\n\n

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Aumento da produtividade: otimiza\u00e7\u00e3o dos processos operacionais para uma melhor gest\u00e3o dos fluxos.<\/p>\n<\/div>\n\n\n\n

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Implementa\u00e7\u00e3o de ferramentas de gest\u00e3o da for\u00e7a de trabalho: implementa\u00e7\u00e3o de solu\u00e7\u00f5es para otimizar o planeamento e a gest\u00e3o de recursos.<\/p>\n<\/div>\n\n\n\n

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Recrutamento estrat\u00e9gico: Integra\u00e7\u00e3o de perfis-chave para refor\u00e7ar as capacidades do centro a longo prazo.<\/p>\n<\/div>\n\n\n\n

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Aumento da fidelidade dos clientes: rela\u00e7\u00f5es mais fortes com os clientes, incentivando a renova\u00e7\u00e3o dos contratos.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Porqu\u00ea escolher a OswegO para uma gest\u00e3o provis\u00f3ria que garanta o alinhamento com as melhores pr\u00e1ticas?<\/h2>\n<\/div>\n\n\n\n
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A experi\u00eancia da OswegO na gest\u00e3o interina de centros de contacto e back offices.<\/p>\n\n\n\n

Capacidade de transformar as opera\u00e7\u00f5es, alinhando a efici\u00eancia operacional, a governa\u00e7\u00e3o e as sinergias organizacionais.<\/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-467","page","type-page","status-publish","hentry"],"aioseo_notices":[],"yoast_head":"\nUse case : Management BPO WFM - OswegO<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrir Use case : Management BPO 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-bpo-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 BPO WFM - 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