{"id":154193,"date":"2022-06-10T13:38:32","date_gmt":"2022-06-10T11:38:32","guid":{"rendered":"https:\/\/ipmark.com\/?p=154193"},"modified":"2022-06-10T14:20:16","modified_gmt":"2022-06-10T12:20:16","slug":"digitalizacion-copa-mayoria-gastos-contact-center","status":"publish","type":"post","link":"https:\/\/ipmark.com\/?p=154193","title":{"rendered":"La digitalizaci\u00f3n copa la mayor\u00eda de gastos de los Contact Center"},"content":{"rendered":"<p><strong>El Contact Center sigue apostando por su digitalizaci\u00f3n. En 2021, el 62% de los costes de las empresas que forman el sector se destin\u00f3 como inversi\u00f3n en nuevas tecnolog\u00edas, un porcentaje similar a 2019. El tel\u00e9fono contin\u00faa siendo el canal m\u00e1s empleado por los usuarios a la hora de ponerse en contacto con una compa\u00f1\u00eda, y solo un 4% utiliza el chat o el chatbot.\u00a0<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Seg\u00fan se expone en el \u00faltimo informe sobre Contact Center, elaborado por la Asociaci\u00f3n de Compa\u00f1\u00edas de Experiencia con Cliente (Asociaci\u00f3n CEX), las empresas del sector caminan hacia una mayor digitalizaci\u00f3n, a la vista de los niveles elevados de inversi\u00f3n tecnol\u00f3gica que se siguen produciendo.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">En 2021, un 62% del total de gastos de estas compa\u00f1\u00edas &#8211; que, seg\u00fan se lee en el informe, facturaron un 10,3% m\u00e1s que en 2020, percibiendo un montante de 2.083 millones de euros-, se destin\u00f3 a inversi\u00f3n en nuevas tecnolog\u00edas. Un porcentaje similar a 2019, aunque inferior a 2020, a\u00f1o en el que las empresas tuvieron que realizar un gran esfuerzo para poder mantener y mejorar los servicios en un momento en el que hab\u00eda mucho trabajo en remoto.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>El gasto tecnol\u00f3gico, por su parte, ha supuesto un 18%,<\/strong> casi tres puntos porcentuales m\u00e1s que en 2019, confirmando as\u00ed la apuesta que hacen las compa\u00f1\u00edas de Contact Center por seguir avanzando en la modernizaci\u00f3n de sus servicios.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Preguntadas acerca de las tecnolog\u00edas que m\u00e1s emplean, un <strong>94%<\/strong> se\u00f1ala las<strong> soluciones omnicanal<\/strong>; un <strong>83%<\/strong> las <strong>WorkForce<\/strong> y otro<strong> 83%<\/strong> las <strong>herramientas basadas en Inteligencia Artificial (IA)<\/strong>. Un <strong>72%<\/strong>, adem\u00e1s, cuenta con un <strong>modelo espec\u00edfico de productividad y seguimiento para el teletrabajo.\u00a0<\/strong><\/span><\/p>\n<p><span style=\"font-weight: 400;\">Respecto a la medici\u00f3n del servicio otorgado, un 94% de empresas y un 89% de plataformas disponen de un certificado de calidad. Y <strong>son m\u00e1s las compa\u00f1\u00edas que basan su medici\u00f3n en el indicador NPS<\/strong>. As\u00ed, si en 2020, ya lo utilizaba un 76% de empresas encuestadas, en 2021, dicho porcentaje alcanza el 83%.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Atenci\u00f3n al cliente, el servicio m\u00e1s demandado<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Entre los servicios que ofrecen las compa\u00f1\u00edas de Contact Center, el servicio de<strong> Atenci\u00f3n al cliente<\/strong> contin\u00faa siendo el m\u00e1s demandado (<strong>54%)<\/strong>. Muy por delante de <strong>Ventas (23%)<\/strong> y servicios m\u00e1s residuales como Backoffice, Retenci\u00f3n y Fidelizaci\u00f3n o Soporte T\u00e9cnico.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Los sectores que contin\u00faan demandando m\u00e1s servicios del Contact Center son <strong>Telecomunicaciones, Banca y servicios financieros y Seguros<\/strong>, aunque se van sumando m\u00e1s clientes procedentes de otros mercados, como el caso de la Administraci\u00f3n P\u00fablica. De esta forma, si en Espa\u00f1a, estos tres sectores supon\u00edan el 62% de la facturaci\u00f3n total en 2019, dos ejercicios despu\u00e9s, esta cifra se sit\u00faa en el 52%.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Entre los canales de contacto elegidos por los usuarios, el<strong> tel\u00e9fono<\/strong> va reduciendo cada vez m\u00e1s su peso, aunque contin\u00faa siendo el canal mayoritario, con un <strong>77%<\/strong>. Le siguen el <strong>email<\/strong>, con un <strong>11%<\/strong>, y el uso de <strong>chat o chatbots<\/strong>, con un <strong>4%<\/strong>.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En 2021, el 62% de los costes de las empresas que forman el sector se destin\u00f3 como inversi\u00f3n en nuevas tecnolog\u00edas. Atenci\u00f3n al Cliente contin\u00faa siendo el servicio que m\u00e1s demandan sus clientes. <\/p>\n","protected":false},"author":29,"featured_media":154198,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[44],"tags":[598],"class_list":["post-154193","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","tag-experiencia-de-cliente"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>La digitalizaci\u00f3n copa la mayor\u00eda de gastos de los Contact Center<\/title>\n<meta name=\"description\" content=\"En 2021, el 62% de los costes de las empresas que forman el sector se destin\u00f3 como inversi\u00f3n en nuevas tecnolog\u00edas.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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