De operator aan het telefoontoestel

Het werk van de operator aan het telefoontoestel wordt geheel bepaald door de techniek. Jac Yermeer, director contact services van SNT, de marktleider in de callcenterbranche in Nederland,geeft een extreem voorbeeld.’We hebben van KPN de dienst nummerinformatie overgenomen, het vroegere 008. Een gesprek duurt ongeveer 56 seconden in operatortijd.Als je die tijd kunt kantoorruimte huren eindhoven inkrimpen naar bijvoorbeeld de helft en je behoudt de dienstverlening aan de klant, dan heb je het over een enorme productiviteitsverbetering. ‘Dat hebben wij kunnen realiseren. De klant wordt nu welkom geheten door de computer met de stem van de operator, terwijl die zelf nog niet aan de telefoon is. De computer verzoekt achtereenvolgens de naam, de straatnaam en de woonplaats in te spreken. Dan pas komt de operator aan de telefoon, die door het intoetsen van een paar zoektermen het telefoonnummer op het scherm krijgt. Zodra hij het kantoorruimte huren den haag nummer heeft, drukt hij op een knop en de computer gaat met zijn stem verder met de
klant.Terwijl deze denkt dat hij de operator nog aan de lijn heeft, is die alweer met een volgende klant bezig. ‘Het stukje van het gesprek dat de operator feitelijk aan de lijn is, duurt dan nog maar 25 seconden. Op die manier hebben we het aantal gesprekken kunnen opvoeren van vijftig naar honderd per uur. Dat scheelt enorm, want in een callcenter vormen de loonkosten de grootste kostenpost. Dit systeem draait sinds 2000. Het personeelsbestand is daardoor met de helft afgenomen, want het aantal nummerinformatiegesprekken stabiliseert.Je ziet een duidelijke verschuiving naar de lijstjes in de mobiele kantoorruimte huren haarlem telefoon en naar internet. Maar KPN had dat al langer voorzien, en de verwachte uitstroom uit de dienst is opgevangen met flexibele krachten. Er zijn dus geen gedwongen ontslagen gevallen.’ Een taakcyclus van 25 seconden is extreem kort en komt zelfs in de huidige massafabricage niet meer voor. Maar de volgende stap is niet ver weg meer. Dan wordt de operator vrijwel helemaal vervangen door de spraaktechnologie. De computer herkent in 60 tot 70% van de gevallen de vraag en zoekt zelf het telefoonnummer. Dit werk is dus gedoemd grotendeels kantoorruimte huren tilburg te verdwijnen.

80 thoughts on “De operator aan het telefoontoestel

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