7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

1/8

Srhthmhnh ej @tjfmkf jf

M`nn Mjftjr ( Ujnjvjft`s

7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

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IJFJ_@NKE@EJ]

Jn @]J]H_ ejoj g`on`r mhf uf vhnuljf. vjnhmke`e y prhfufmk`mkf`ir`e`onj p`r` jn mnkjftj&

Fh ejoj utknkz`r lunjtknn`s. eklkfutkvhs fk p`n`or`s kfdhrl`njs&

N` mhlufkm`mkf mhf jn mnkjftj ejoj sjr pjrshf`nkz`e`. js ejmkr.ljfmkhf`r su `pjnnkeh. fh ejoj tutj`rsj&

Ejoj jsmumg`r `tjft`ljftj nh kfekm`eh phr jn mnkjftj. p`r` jvkt`r phskonjsrjprjiuft`s shorj uf` kfdhrl`mkf y` orkfe`e`&

Ejoj l`ftjfjr n` m`nl` jf theh lhljfth. ` pjs`r ej n` rj`mmkf ejnmnkjftj&

@n orkfe`r n` kfdhrl`mkf shnkmkt`e`. ejoj sjr mn`rh jf n` jxpnkm`mkf yejlhstr`r sjiurke`e skjfeh mhfmksh y ekrjmth jf n` rjspujst`&

Jf nh phskonj y ej `mujreh ` n` sktu`mkf. jn @]J]H_ ejoj lhstr`rjftusk`slh. jlp`t` 'phfjrsj jf jn nui`r ejn mnkjftj. jftjfejr susktu`mkf+. y mhrek`nke`e&

7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

3/8

S_HUHMHNH HZUOHZFE UJNJTJFU@]

@SJ_UZ_@

Jn @]J]H_ ejoj prjsjft`rsj mhf n` skiukjftj dr`sjhnhi`1

Oujfhs e`s(t`rejs(fhmgjs ]r& WWW nj s`nue` 'Fhlorj y @pjnnkeh ejn @]+ phr

jfm`rih ej n` jlprjs` Mn`rh. Sher` mhlufkm`rlj mhf jn ]r&'`+'t`+ 'Fhlorj ejn

tktun`r ejn prheumth y(h sjrvkmkh+ phr d`vhr8

]k qukjf mhftjst` js jn tktun`r ejn prheumth y(h sjrvkmkh. prjsjft`rnj jn prheumth

utknkz`feh n` skiukjftj dr`sjhnhi`1

Jn lhtkvh ej lk nn`l`e` js prjsjft`rnj uf ojfjdkmkh 'prjsjft`rnj jn prheumth y(h

sjrvkmkh+& Lj pjrlktj ufhs lkfuths phr d`vhr8&

]k qukjf mhftjst` fh js jn tktun`r ejn prheumth y(h sjrvkmkh. mhfsunt`r jf qu ghr`rkh sj

pujej mhfvjrs`r mhf jn lkslh& Jf su ejdjmth. sk js jn mfyuij ejn tktun`r. t`lokfprhmjejr ` jxpnkm`r jn lhtkvh ej n` nn`l`e`& Nh prkfmkp`n js ejtjrlkf`r sk n`

pjrshf` ej mhft`mth t`lokf thl` ejmkskhfjs phr n` nfj`&

7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

4/8

EJ]@__HNNH

]k jn mnkjftj fh ejsj` rjmkokr kfdhrl`mkf. ejojr utknkz`rsj n` dr`sjhnhi` ej mkjrrj

'ntklh gha`+& 'Hpmkhf`n+ ]k jn mnkjftj ejsj` rjmkokr n` kfdhrl`mkf y fh sj mujft` mhf uf` o`sj ejkfdhrl`mkf luy ejt`nn`e` ejn sjrvkmkh quj phsjj. ejojr rj`nkz`rsj prjiuft`s ejshfejh p`r` ejdkfkr nhs ljahrjs prheumths y(h sjrvkmkhs quj sj nj pujej hdrjmjr `nmnkjftj&

Kejftkdkm`ehs nhs prheumths y(h sjrvkmkhs ` hdrjmjr `n mnkjftj. jn @]J]H_ ejojrejsmrkokr n`s m`r`mtjrstkm`s y ojfjdkmkhs ejn lkslh ej n` skiukjftj l`fjr`1

]r& WWW jn mhft`r mhf 'jn prheumth y(h sjrvkmkh+ nj pjrlktkr hotjfjr nhs skiukjftjsojfjdkmkhs1 'ejsmrkpmkf ej n`s m`r`mtjrstkm`s ejn prheumth y(h sjrvkmkh+ y ` lk.lj `ir`e`r` quj lj pjrlkt` orkfersjnhs mhf uf` orjvj mhrrhohr`mkf y thl`ej e`ths quj kfirjs`rjlhs p`r` quj uf kfst`n`ehr sj ekrka` ` su ehlkmknkh ypuje` prho`r phr sk lkslh nh quj nj `m`oh ej jxpnkm`r 'jfmhftr`r`s uf rjsuljfej m`e` sjrvkmkh jf n`s p`ikf`s 4. 9 y 7+&

]k jn mnkjftj `mjpt` jn prheumth y(h sjrvkmkh. jn @]J]H_ ejojr mhlufkm`r `n mnkjftj

quj sj prhmjejr ` n` mhrrhohr`mkf y thl` ej sus e`ths fjmjs`rkhs p`r` quj ufjajmutkvh nj g`i` nnji`r jn mhftr`th y sj prhmje` ` n` kfst`n`mkf ': e`s+1

Luy okjf ]r& WWW. prhmjejrjlhs jfthfmjs ` rj`nkz`r n` mhrrhohr`mkf y thl` eje`ths fjmjs`rk` p`r` mhljfz`r jn prhmjsh ej kfst`n`mkf

]k jn mnkjftj fh `mjpt` jn prheumth y(h sjrvkmkh. ej `mujreh ` su rjspujst`. hdrjmjrhtrhs prheumths y(h sjrvkmkhs. jf theh m`sh sk sj kejftkdkm` uf` hoajmkf njv`ft`rn`ej kfljek`th. m`sh mhftr`rkh us`r n` dr`sjhnhi` ej mkjrrj&

7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

5/8

MKJ__J

'Hpmkhf`n+ Ej sjr jn m`sh quj n` vjft` sj mjrrh mhf xkth. ejojr rjmhljfe`rnj `nmnkjftj fh m`fmjn`r sus sjrvkmkhs `mtu`njs g`st` n` kfst`n`mkf ej nhs fujvhs.

utknkz`feh n` skiukjftj dr`sjhnhi`1

]r& WWW. nj rjmhljfe`lhs fh rjtkr`r sus sjrvkmkhs `mtu`njs g`st` quj sj kfst`njfnhs ej Mn`rh. y` quj jsths sj jfmujftr`f suajths ` d`mknke`ejs tmfkm`s ejmhojrtur` y fh ejsj`lhs quj Ze& sj jfmujftrj kfmhlufkm`eh. p`r` fhshtrhs jsluy klphrt`ftj su okjfjst`r sr& Js phr jnnh ej lk nn`l`e`&

'hpmkhf`n+ Ejojr mhfsunt`rnj `n mnkjftj sk mhfhmj `niuf` pjrshf` quj puje`rjqujrkr fujstrhs sjrvkmkhs utknkz`feh n` skiukjftj dr`sjhnhi`1

]r& WWW. mhf fklh ej quj `nif d`lknk`r. `lkih h mhlp`jrh puje` ihz`r ej nhsojfjdkmkhs ej fujstrhs prheumths y(h sjrvkmkhs8. Sher` orkfe`rlj su's+fhlorjs y tjndhfhs ej rjdjrjfmk`8&

Ejoj ejspjekrsj utknkz`feh n` skiukjftj dr`sjhnhi`1

Lumg`s ir`mk`s phr su tkjlph ]r& WWW. p`r` mu`nqukjr mhfsunt` g`st` jn lhljfthej n` kfst`n`mkf sjp` quj shy su `sjshr'`+ pjrshf`nkz`eh'`+ phr jnnh nj`ir`ejmjr thlj fht` ej lk fhlorj y tjndhfh ehfej iusths`ljftj nh`tjfejr. quj tjfi` luy oujfhs e`s ( t`rejs ( fhmgjs&

7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

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Ujnjdhf` Dka`

Ejsmrkpmkf1

Mhf Ujnjdhf` Dka` '`okjrth h mhftrhn+&&&&&&&& Mhft`r ljfsu`nljftj mhf uf` ohns`ej lkfuths ej&&&&&&& Luntkejstkfhs& Mhf nhs lkfuths Luntkejstkfhs ustje phernn`l`r fh shnh tjndhfhs nhm`njs sk fh t`lokf ejstkfhs f`mkhf`njs jkftjrf`mkhf`njs '?= ejstkfhs drjmujftjs p`r` nfj`s `okjrt`s mhftrhn+. t`f shnh

prjsjnjmmkhf`feh su nfj` tjnjdfkm` mhf Mn`rh &[ sk nn`l` ej Mn`rh ` Mn`rh '5x0jf mhftrhn h knklkt`eh jf `okjrt`+&&&&&& `ejls n` t`rkd` ej su pn`f sjr&&&&&&&& y fhp`i`r` phr n` kfst`n`mkf. jn sjrvkmkh nj orkfe` uf `p`r`th tjnjdfkmh mhfp`ft`nn` y tjmn`s luntkdufmkf. jf m`nke`e ej mhlhe`th mhf n`s hpmkhfjs ejkejftkdkm`ehr ej nn`l`e`s. nn`l`e` jf jspjr`. sjrvkmkh ej ejspjrt`ehr.mhfdjrjfmk` trkp`rtkt` 'shnh jf nfj` `okjrt`+. ljlhrk` ej `nl`mjf`lkjfth ejg`st` =3 mhft`mths. jftrj htrhs&

Jn mhsth ej `fjxh js ej s(& :;&33 mhlh p`ih fkmh& '@p`r`th tjnjdfkmh mhfp`ft`nn` y tjmn`s luntkdufmkf+&

7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

7/8

Kftjrfjt

Ejsmrkpmkf1Mhf Kftjrfjt&&&&& Zstje pher ihz`r ej uf` vjnhmke`e ej&&&&&&&jn lfklh`sjiur`eh jf the`s fujstr`s vjnhmke`ejs js skltrkmh. sj nj hthri`r t`lokfuf` mujft` ej mhrrjh jnjmtrfkmh ej ?3 LO mhlpnjt`ljftj ir`tks& U`lokf sjnj kfst`n`r uf JLU@ Yk,Dk mhf 5 pujrths Jtgjrfjt jf m`nke`e ej mhlhe`th jnsjrvkmkh hthri`r` uf` KS puonkm` ekflkm` `n JLU@ Yk,Dk y jn lkslh `skif`r`ekrjmmkhfjs prkv`e`s ` sus ejls SM]& Uheh jsth skf mhsth `niufh p`r` ustje.`ekmkhf`nljftj pher `mmjejr ` fujstrh `ftkvkrus Kftjrfjt shphrt`eh phr S`fe`jf dhrl` ir`tukt` p`r` = SM] phr uf `h&

7/22/2019 6 Protocolo de Atencion en Call Center - Televentas

8/8

UT Ekikt`n

Ejsmrkpmkf1Zstje pher mhft`r mhf jstj jxmjnjftj j kffhv`ehr sjrvkmkh ej ntkl`ijfjr`mkf& Mhf Jxmjnjftj m`nke`e ej kl`ijf y shfkeh&

Ej 0=7 m`f`njs p`r` S_KLJ y 040 m`f`njs p`r` L@W ':3 m`f`njs ej`uekh p`r` S_KLJ y L@W. n` ekdjrjfmk` js. jf m`f`njs ej vkejh+ jst`jxtjfs` i`l` ej m`f`njs ` su eksphskmkf mhf nh ljahr jf prhir`l`s

jeum`tkvhs. muntur`njs. ej `mtu`nke`e y jftrjtjfklkjfth& Jn sjrvkmkhmujft` mhf v`nhrjs `irji`ehs mhlh iu` kftjr`mtkv`. g`st` 05 e`s ejosquje` nkst`e` 'phr `mthr. m`tjihr`. pjnmun`. htrhs+ rjmhre`thrkhs.mhftrhn p`rjft`n. suottunhs. m`lokh ej `uekh&

U`lokf pher mhft`r mhf n` hpmkf ej lhs`kmh kftjr`mtkvh h z`ppkfikftjnkijftj quj lujstr` uf mhfaufth ej vjft`f`s mhf nhs m`f`njs`shmk`ehs ` jsj mhftjfkeh& Mhlh pujejf sjr pjnmun`s. kfd`ftkn.ejphrtjs. muntur`n y htrhs&@ejls pher mhft`r mhf fujstrhs jxmjnjftjs p`qujtjs LhvkjMkty.GOH m`f`n @eunth&