Congresso de televendas aponta gestão de pessoas como fator de sucesso

O quarto painel do 5º Congresso ClienteSA de Televandas liderado por Topázio Neto, vice-presidente da ABT, teve como discussão principal o cenário de crescimento do setor de televendas e as estratégias para se obter sucesso nas operações.

Para Charles Lorenzi, gerente geral de operações da Tivit, as empresas devem investir constantemente no aprendizado dos operadores.

“O líder de 2012, hoje está sentado na PA. É preciso formá-lo desde então. Fala-se tanto em tecnologia orientada para o cliente, mas é preciso trazer ela também para o aprendizado dos profissionais que os atendem”, avaliou.

Entre outros fatores, ele também citou a importância de investimentos na capacitação conceitual em todos os ciclos do processo de vendas. “Os teleatendentes precisam ter uma visão global do contexto onde estão inseridos. Precisam ter o foco ´no´ e ´do´ cliente. Falar e ouvir por ele”, afirmou Lorenzi.

Outra personalidade de vendas a falar no painel, Vera Pirozzi, gerente de desenvolvimento comercial da Editora Abril, destacou que a gestão de pessoas é o diferencial para o sucesso de uma equipe de vendas. “Gestão é recrutamento, treinamento, plano de carreiras. As lideranças devem ter noção de sua importância para o cliente. Para isso, a empresa contratante deve dar apoio, integração e suporte a elas”, finalizou a gerente.

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Através das gravações de ligações armazenadas, você consegue identificar também em tempo real, os melhores níveis de atendimentos para criar padrões de qualidade e estabelecer as melhores práticas na sua empresa ou operação, tendo recursos e dados para definir políticas de serviço ao cliente.

Você também pode extrair uma série de relatórios detalhados que podem ser personalizados de acordo com as necessidades do supervisor para realizar ações e premiações de desempenho, promovendo o desenvolvimento dos seus colaboradores dos mais variados níveis de operações e departamentos.

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  200. Rex Says:

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