{"id":1096,"date":"2020-06-11T10:08:41","date_gmt":"2020-06-11T08:08:41","guid":{"rendered":"https:\/\/mstholdingblog.com\/?p=1096"},"modified":"2023-06-06T16:57:38","modified_gmt":"2023-06-06T14:57:38","slug":"los-5-kpi-mas-importantes-para-tu-negocio","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/los-5-kpi-mas-importantes-para-tu-negocio\/","title":{"rendered":"Los 5 KPI m\u00e1s importantes para tu negocio"},"content":{"rendered":"<figure id=\"attachment_1098\" aria-describedby=\"caption-attachment-1098\" style=\"width: 470px\" class=\"wp-caption alignnone\"><img fetchpriority=\"high\" decoding=\"async\" class=\" wp-image-1098\" src=\"https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2020\/06\/kpis_ealicia_linkedin-1024x536.jpg\" alt=\"Los KPI m\u00e1s importantes\" width=\"470\" height=\"246\" srcset=\"https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2020\/06\/kpis_ealicia_linkedin-1024x536.jpg 1024w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2020\/06\/kpis_ealicia_linkedin-300x157.jpg 300w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2020\/06\/kpis_ealicia_linkedin-768x402.jpg 768w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2020\/06\/kpis_ealicia_linkedin.jpg 1040w\" sizes=\"(max-width: 470px) 100vw, 470px\" \/><figcaption id=\"caption-attachment-1098\" class=\"wp-caption-text\">Los KPI m\u00e1s importantes<\/figcaption><\/figure>\n<h3><strong>Los KPI m\u00e1s importantes para entender si el servicio de Atenci\u00f3n al Cliente de tu empresa rinde a un buen nivel<\/strong><\/h3>\n<p>Los KPI\u2019s se utilizan para saber si el servicio que est\u00e1s ofreciendo est\u00e1 cumpliendo con los niveles de calidad marcados anteriormente. En esta noticia, te traemos los <strong>5 KPI m\u00e1s importantes para tu negocio.<\/strong><\/p>\n<p>Antes de empezar, \u00bfqu\u00e9 son los KPI? Los\u00a0<strong>KPI<\/strong>\u00a0son indicadores que nos ayudan a medir y cuantificar nuestro trabajo, habiendo previamente definido unos objetivos y unas actividades que nos ayuden a la consecuci\u00f3n de dichos objetivos.<\/p>\n<p>Una pista antes de entrar en materia: eAlicia puede ayudar a tu empresa a medir todos y cada uno de los KPI que te propongas, una herramienta que te permite mejorar la calidad de tu sericio y controlar todo lo que sucede en tu negocio.<\/p>\n<h4><strong>Los 5 mejores KPI<\/strong><\/h4>\n<p><strong>Primera llamada<\/strong><\/p>\n<p>Establecer qu\u00e9 % de llamadas se resuelven en el primer contacto con el cliente es un indicador que nos permite saber varias cosas: Si los agentes disponen de la <strong>formaci\u00f3n necesaria<\/strong> para resolver la duda del consumidor o si estamos siendo productivos.<\/p>\n<p><strong>Tiempo de respuesta<\/strong><\/p>\n<p>Este indicador nos indica cu\u00e1nto tiempo espera un consumidor para ser atendido, c\u00f3mo acceden los consumidores a la llamada y qu\u00e9 <strong>n\u00famero de agentes<\/strong> son necesarios para atender las m\u00e1ximas llamadas posibles sin que haya mucho tiempo de cola.<\/p>\n<p><strong>Satisfacci\u00f3n del cliente<\/strong><\/p>\n<p>Este es el Factor <strong>m\u00e1s importante en la fidelizaci\u00f3n del consumidor<\/strong> y en la posibilidad de que el cliente nos posicione con un buen NPS. Este KPI se nos proporcionar\u00e1 autom\u00e1ticamente cuando el cliente finalice la encuesta posterior a la llamada. Mantener un <strong>gran nivel de atenci\u00f3n<\/strong> permitir\u00e1 a nuestra empresa fidelizar clientes.<\/p>\n<p><strong>Tasa de abandono<\/strong><\/p>\n<p>Muy relacionada con el tiempo de respuesta, con este indicador podremos saber % de llamadas que no llegan a atenderse, supone una <strong>gran oportunidad perdida<\/strong>. Si vemos que tenemos un gran porcentaje querr\u00e1 decir que necesitamos m\u00e1s agentes o ser m\u00e1s efectivos con las llamadas.<\/p>\n<p><strong>Tiempo promedio de conversi\u00f3n<\/strong><\/p>\n<p>Controlar que cada tele operador atienda el mayor n\u00famero de llamadas posible. Adem\u00e1s, con este KPI sacaremos la informaci\u00f3n de cu\u00e1ntas <strong>llamadas hemos atendido<\/strong> durante la jornada laboral y compararlo con otros d\u00edas.<\/p>\n<p>Todos estos KPI son importantes para tu servicio de Atenci\u00f3n al Cliente. Si a\u00fan no dispones de una herramienta que te ayude a controlar los KPI, nuestra plataforma cloud, <a href=\"https:\/\/www.ealicia.com\/ES\/eAlicia.html\">eAlicia<\/a>, te va a ayudar a controlar todo lo que quieras desde un mismo lugar.<\/p>\n<p>Pide informaci\u00f3n a <a href=\"mailto:info@ealicia.com\">info@ealicia.com<\/a>.<\/p>\n<p>S\u00edguenos en las\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/ealicia-com\/\" target=\"_blank\" rel=\"noopener noreferrer\">redes sociales para estar al d\u00eda de todo.<\/a><\/p>\n<p><a href=\"https:\/\/mstholdingblog.com\/category\/noticias\/\">Te interesa saber\u2026<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Los KPI m\u00e1s importantes para entender si el servicio de Atenci\u00f3n al Cliente de tu empresa rinde a un buen nivel Los KPI\u2019s se utilizan para saber si el servicio que est\u00e1s ofreciendo est\u00e1 cumpliendo con los niveles de calidad marcados anteriormente. En esta noticia, te traemos los 5 KPI m\u00e1s importantes para tu negocio. [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-1096","post","type-post","status-publish","format-standard","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>Los 5 KPI m\u00e1s importantes para tu negocio - MST Holding Blog<\/title>\r\n<meta name=\"description\" content=\"Los KPI m\u00e1s importantes para entender si el servicio de Atenci\u00f3n al Cliente de tu empresa rinde a un buen nivel. \u00bfSabes cu\u00e1les son? 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