{"id":16396,"date":"2017-12-20T09:54:38","date_gmt":"2017-12-20T09:54:38","guid":{"rendered":"https:\/\/ict.io\/?p=16396"},"modified":"2020-05-21T11:06:40","modified_gmt":"2020-05-21T07:06:40","slug":"bpo-avenir-incertain-centres-dappels","status":"publish","type":"post","link":"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/","title":{"rendered":"BPO : avenir encore incertain pour les centres d\u2019appels !"},"content":{"rendered":"<p><em>Les call centers ont refait le paysage de l\u2019entrepreneuriat \u00e0 Maurice. \u00c9b\u00e8ne est, par ailleurs, le nid de ces entreprises \u00e9trang\u00e8res o\u00f9 de jeunes Mauriciens travaillent pour \u00e9conomiser ou en attendant de trouver mieux. Mais ce secteur semble conna\u00eetre un avenir incertain\u00a0! <\/em><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>Maurice est l\u2019une des destinations que bon nombre d\u2019investisseurs, entreprises ou m\u00eame prestataires, ont choisies pour externaliser leur travail de back-office. L\u2019\u00eele abrite \u00e0 ce jour plus de 400 centres d\u2019appels\u00a0: Euro CRM, Outremer Telecom, Convergys ou encore Axa sont des exemples parmi tant d\u2019autres.<\/p>\n<p>Il faut dire qu\u2019opter pour Maurice pour fonder un centre d\u2019appel comporte des avantages que d\u2019autres pays n\u2019ont pas. Gr\u00e2ce \u00e0 sa localisation g\u00e9ographique, l\u2019\u00eele b\u00e9n\u00e9ficie d\u2019un fuseau horaire tr\u00e8s avantageux dont quelques heures de d\u00e9calage seulement avec l\u2019Europe et l\u2019Asie. Le pays se trouvant entre les deux zones peut ainsi satisfaire parfaitement la demande venant des deux c\u00f4t\u00e9s.<\/p>\n<p>Et depuis l\u2019installation de ces entreprises \u00e0 Maurice, beaucoup d\u2019emplois ont \u00e9t\u00e9 g\u00e9n\u00e9r\u00e9s notamment pour les jeunes. \u00c9conomiser pour les \u00e9tudes, travailler le temps de trouver mieux ou encore travailler durant les vacances scolaires, il s\u2019agit des nombreuses raisons qui poussent les jeunes\u00a0\u00e0 travailler \u00e0 des heures irr\u00e9guli\u00e8res ou sur un shift system.<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-16400\" src=\"https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/hotline1-1030x626.jpg\" alt=\"call centre\" width=\"779\" height=\"405\" \/><\/p>\n<p>&nbsp;<\/p>\n<h2>Call center, un avenir peu certain<\/h2>\n<p>Cependant, faire carri\u00e8re dans des centres appels peut s\u2019av\u00e9rer risqu\u00e9\u00a0! Un risque d\u2019autant plus grand avec l\u2019arriv\u00e9e de l\u2019internet et du self-care. Plus clairement, le consommateur a la possibilit\u00e9 de rechercher par lui-m\u00eame la r\u00e9ponse \u00e0 ses probl\u00e8mes sur une FAQ (Foire aux Questions, ou Frequently Asked Questions).<\/p>\n<p>Une pratique de plus en plus fr\u00e9quente, qui rend le travail des conseillers de call centres peu utile. L\u2019avenir est donc incertain pour ceux qui \u00e9voluent dans ce secteur d\u2019activit\u00e9. Plus d\u2019attente, de musique de fond pour faire patienter ou des relais interminables pour enfin r\u00e9soudre le probl\u00e8me. Voil\u00e0 l\u2019avantage qu\u2019offre le service de self-care\u00a0! Alors comment les call centres peuvent-ils rivaliser\u00a0?<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-16399\" src=\"https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/call-centre1.png\" alt=\"call centre\" width=\"750\" height=\"290\" srcset=\"https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/call-centre1.png 750w, https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/call-centre1-300x116.png 300w, https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/call-centre1-610x236.png 610w\" sizes=\"(max-width: 750px) 100vw, 750px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Certes, il faut avouer que les r\u00e9sultats pour r\u00e9soudre nous-m\u00eames les probl\u00e8mes techniques ou autres, se terminent en \u00e9chec (selon une \u00e9tude du moteur de recherche Bing). Ce serait, semble-t-il, un \u00ab\u00a0User Experience\u00a0\u00bb (UX) peu agr\u00e9able pour les consommateurs, qui finissent par r\u00e9soudre eux-m\u00eames leurs probl\u00e8mes. Dans la politique des centres d&rsquo;appels, il existe pourtant le \u00ab\u00a0consumer centrics\u00a0\u00bb qui met la satisfaction client au c\u0153ur du travail. Les prix et r\u00e9compenses en tous genres, qui d\u00e9peignent ce secteur en progr\u00e8s et au professionnalisme revendiqu\u00e9, en sont la preuve. Les \u00e9tudes mondiales, faites r\u00e9cemment par Accenture, Frost &amp; Sullivan, ou Rage, d\u00e9montrent que, non seulement, le service per\u00e7u par le client ne progresse pas, mais qu\u2019il s\u2019\u00e9carte chaque ann\u00e9e un peu plus des attentes de ce dernier.<\/p>\n<h2>L\u2019IA pourrait \u00eatre la solution<\/h2>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-16401\" src=\"https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/IA-1030x736.jpg\" alt=\"Intelligence Artificielle\" width=\"691\" height=\"376\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Avec l\u2019\u00e9mergence de nouveaux outils num\u00e9riques, il est fort probable que la solution pour r\u00e9soudre les probl\u00e8mes des clients soit l\u2019intelligence artificielle (IA). Les nombreuses recherches dans ce domaine penchent vers la certitude qu\u2019avoir recours au IA serait la solution pour r\u00e9pondre sans d\u00e9lai aux probl\u00e8mes des consommateurs. La cr\u00e9ation des plateformes, de r\u00e9seaux sociaux, ou autres sites sp\u00e9cialis\u00e9s, command\u00e9s par une intelligence artificielle serait en voie d\u2019aboutissement. \u00c0 travers ces plates-formes, des r\u00e9ponses aux questions pos\u00e9es par les consommateurs ou autres probl\u00e8mes seront pris en charge par l\u2019IA.<\/p>\n<p>La technologie remplacera donc le travail humain, jetant un flou sur l\u2019avenir des centres d\u2019appels, pas uniquement \u00e0 Maurice, mais partout dans le monde. M\u00eame si les entreprises du secteur du BPO \u00e0 Maurice semblent pour le moment \u00e9pargn\u00e9es, l\u2019avenir reste tout de m\u00eame incertain\u00a0!<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les call centers ont refait le paysage de l\u2019entrepreneuriat \u00e0 Maurice. \u00c9b\u00e8ne est, par ailleurs, le nid de ces entreprises \u00e9trang\u00e8res o\u00f9 de jeunes Mauriciens travaillent pour \u00e9conomiser ou en attendant de trouver mieux. Mais ce secteur semble conna\u00eetre un avenir incertain\u00a0! &nbsp; &nbsp; Maurice est l\u2019une des destinations que bon nombre d\u2019investisseurs, entreprises ou [&hellip;]<\/p>\n","protected":false},"author":27,"featured_media":16402,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[153],"tags":[],"class_list":["post-16396","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bpo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>BPO : avenir encore incertain pour les centres d\u2019appels ! - ict.io<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BPO : avenir encore incertain pour les centres d\u2019appels ! - ict.io\" \/>\n<meta property=\"og:description\" content=\"Les call centers ont refait le paysage de l\u2019entrepreneuriat \u00e0 Maurice. \u00c9b\u00e8ne est, par ailleurs, le nid de ces entreprises \u00e9trang\u00e8res o\u00f9 de jeunes Mauriciens travaillent pour \u00e9conomiser ou en attendant de trouver mieux. Mais ce secteur semble conna\u00eetre un avenir incertain\u00a0! &nbsp; &nbsp; Maurice est l\u2019une des destinations que bon nombre d\u2019investisseurs, entreprises ou [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/\" \/>\n<meta property=\"og:site_name\" content=\"ict.io\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ict.io\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ictio\/timeline\/\" \/>\n<meta property=\"article:published_time\" content=\"2017-12-20T09:54:38+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-05-21T07:06:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/call-centre.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"562\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"ICT.IO\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@https:\/\/twitter.com\/ictiomu\" \/>\n<meta name=\"twitter:site\" content=\"@ictioMU\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"ICT.IO\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/\"},\"author\":{\"name\":\"ICT.IO\",\"@id\":\"https:\/\/ict.io\/#\/schema\/person\/235884ea604d71ba3bfeaf5f6c23f169\"},\"headline\":\"BPO : avenir encore incertain pour les centres d\u2019appels !\",\"datePublished\":\"2017-12-20T09:54:38+00:00\",\"dateModified\":\"2020-05-21T07:06:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/\"},\"wordCount\":684,\"publisher\":{\"@id\":\"https:\/\/ict.io\/#organization\"},\"image\":{\"@id\":\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/ict.io\/wp-content\/uploads\/2017\/12\/call-centre.jpg\",\"articleSection\":[\"BPO\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/\",\"url\":\"https:\/\/ict.io\/bpo-avenir-incertain-centres-dappels\/\",\"name\":\"BPO : avenir encore incertain pour les centres d\u2019appels ! 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