Centros de atención telefónica en el sector de las telecomunicaciones
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En 2004, empleadores y sindicatos en Europa convinieron un conjunto de directrices respecto a los centros de atención telefónica de clientes con los que, según señalaron, se proponían promover un futuro positivo para este tipo de establecimientos y sus trabajadores. En las directrices, acordadas por la Asociación de Operadores Públicos Europeos de Telecomunicación y la Union Network International, se reconoce la necesidad de flexibilidad en los centros de atención de llamadas, pero también se subraya la importancia de la calidad de éstas, más que de las medidas meramente cuantitativas sobre control de llamadas y tiempo de gestión.
Con las directrices se pretende generar ventajas tanto para los trabajadores, como para las empresas.
Para los profesionales del servicio al cliente:
* elevar el grado de satisfacción en el puesto de trabajo derivado de la prestación de un buen servicio;
* recibir formación adecuada;
* obtener un desarrollo de la carrera profesional adecuado;
* trabajar en un entorno cómodo y seguro.
Para el centro de atención al cliente:
* mejorar la reputación como proveedor de un servicio fiable y de calidad;
* disponer de acceso a un "fondo" de trabajadores profesionales y adecuadamente formados;
* disponer de trabajadores experimentados debido a la reducción de la rotación de personal.
Las directrices pueden consultarse en http://tinyurl.com/4f49ok
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