{"id":10687,"date":"2022-01-13T14:43:13","date_gmt":"2022-01-13T13:43:13","guid":{"rendered":"https:\/\/golem.ai\/?p=10687"},"modified":"2023-03-06T16:41:03","modified_gmt":"2023-03-06T15:41:03","slug":"kpi-fcr-relation-client","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/kpi-fcr-relation-client","title":{"rendered":"Le First Contact Resolution Rate dans la relation client"},"content":{"rendered":"<h3 class=\"wp-block-heading\"><strong><em>Qu\u2019est-ce que le First Contact Resolution (FCR) ou taux de r\u00e9solution au premier contact (RPC) ? C\u2019est un KPI qui permet de mesurer la capacit\u00e9 d\u2019une entreprise \u00e0 solutionner une requ\u00eate client d\u00e8s son premier contact avec lui. Le FCR est donc un indicateur clef indispensable pour la relation client, car il permet de d\u2019optimiser l&rsquo;<\/em><\/strong><a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/interfaces-celine-forest\/\"><strong><em>customer experience<\/em><\/strong><\/a><strong><em> d\u2019un c\u00f4t\u00e9 et la productivit\u00e9 des centres de contacts d\u2019un autre. De nos jours, la mesure du FCR doit prendre en compte une approche omnicanale et data driven pour \u00eatre pertinente. Une tribune sign\u00e9e Jean-Denis Garo, Head of Marketing chez Golem.ai pour <\/em><\/strong><a href=\"https:\/\/www.relationclientmag.fr\/Thematique\/customer-marketing-1251\/parcours-client-2148\/Breves\/Tribune-First-Contact-Resolution-Rate-KPI-essentiel-relation-client-368630.htm\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><em>Relation Client Mag<\/em><\/strong><\/a><strong><em>.<\/em><\/strong><\/h3>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>L\u2019impact du FCR sur l\u2019exp\u00e9rience client&nbsp;<\/strong><\/h2>\n\n\n\n<p>Aujourd\u2019hui, la diversification et la digitalisation des moyens de communication ont fait exploser le nombre de requ\u00eates aupr\u00e8s des <strong>centres de contact<\/strong>. Par ailleurs, les clients sont de plus en plus <strong>exigeants<\/strong> sur le temps et la qualit\u00e9 des r\u00e9ponses apport\u00e9es par les <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/webinar-ia-relation-client\/\"><strong>services clients<\/strong><\/a>. Pour les centres de contacts, la r\u00e9duction de l\u2019effort du client et l\u2019am\u00e9lioration de son exp\u00e9rience sont des enjeux capitaux, qui vont d\u00e9terminer sa <strong>satisfaction<\/strong> globale.&nbsp;<\/p>\n\n\n\n<p>Mais alors, comment les centres de contact peuvent r\u00e9pondre \u00e0 ces enjeux efficacement ? L\u2019un des principaux leviers, est la mise en place de <strong>canaux libre-service<\/strong> qui vont permettre au client de r\u00e9soudre un probl\u00e8me par lui-m\u00eame gr\u00e2ce \u00e0 un service disponible \u00e0 tout moment. Dans un contexte de pand\u00e9mie, les canaux libre-service sont de plus en plus utilis\u00e9s par les clients, qui souhaitent obtenir des informations simples sur l\u2019\u00e9tat d\u2019une commande ou une prise de rendez-vous par exemple. Pour \u00eatre le plus efficace possible, l\u2019adoption d\u2019une d\u00e9marche <strong>data driven<\/strong> est n\u00e9cessaire, afin d\u2019offrir une exp\u00e9rience personnalis\u00e9e aux clients.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter is-resized\"><a href=\"https:\/\/golem.ai\/fr\/ressources\/\"><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus.png\" alt=\"\" class=\"wp-image-12234\" width=\"480\" height=\"270\" srcset=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-300x169.png 300w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-768x432.png 768w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-18x10.png 18w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus.png 960w\" sizes=\"(max-width: 480px) 100vw, 480px\" \/><\/a><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>L\u2019automatisation am\u00e9liore la r\u00e9activit\u00e9 et la productivit\u00e9&nbsp;<\/strong><\/h2>\n\n\n\n<p>Dans les centres de contact, il y a 2 principaux <strong>KPI<\/strong> qui permettent aux responsables de piloter l\u2019activit\u00e9 : le d\u00e9lai moyen de traitement (DMT) et l\u2019\u00e9quivalent temps plein (ETP). D\u2019une part, l\u2019<a href=\"https:\/\/golem.ai\/fr\/blog\/ia-automatisation-relation-client\/\"><strong>automatisation du traitement des demandes entrantes<\/strong><\/a> est un levier qui va favoriser la diminution du DMT gr\u00e2ce \u00e0 une cat\u00e9gorisation pr\u00e9cise de la demande et la proposition d\u2019une <strong>personalized automatic response<\/strong> et personnalisable par un conseiller. D\u2019autre part, elle va permettre de simplifier le travail des agents, en les soulageant d\u2019une partie du traitement de ces demandes.<\/p>\n\n\n\n<p>L\u2019automatisation est un moyen pour les centres de contact d\u2019\u00eatre r\u00e9actifs face aux requ\u00eates des clients, ainsi que de lib\u00e9rer du temps aux conseillers, qui peuvent se consacrer \u00e0 l\u2019am\u00e9lioration de la <strong>satisfaction du client<\/strong>. Le taux de r\u00e9solution au premier contact est donc un KPI qui peut \u00eatre optimis\u00e9 gr\u00e2ce \u00e0 l\u2019automatisation, qu\u2019il est essentiel de prendre en compte dans la <a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/ia-usage-avantage\/\"><strong>customer relationships<\/strong><\/a>.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Vous souhaitez en savoir plus sur la relation client ? Consultez directement notre <a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\"><strong>page<\/strong><\/a> pour plus d\u2019informations. N\u2019h\u00e9sitez pas \u00e0 contacter <a href=\"https:\/\/golem.ai\/fr\/contact\/\"><strong>nos \u00e9quipes<\/strong><\/a> si vous avez la moindre question, elles se feront un plaisir de vous r\u00e9pondre !<\/p>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>Le taux de r\u00e9solution au premier contact est un KPI essentiel de la relation client. D\u00e9couvrez comment son optimisation permet l\u2019am\u00e9lioration de l\u2019exp\u00e9rience client et l\u2019augmentation de la productivit\u00e9 des centres de contact<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>","protected":false},"author":8,"featured_media":10691,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[95,93,88,100,97,76,99,80,96,98],"class_list":["post-10687","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client","tag-centre-dappel","tag-centre-de-contact","tag-data","tag-dmt","tag-fcr","tag-ia","tag-productivite","tag-relation-client","tag-rpc","tag-satifaction-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Le FCR : KPI cl\u00e9 dans l\u2019am\u00e9lioration de la relation client<\/title>\n<meta name=\"description\" content=\"Am\u00e9liorer l\u2019exp\u00e9rience client et augmenter de la productivit\u00e9. D\u00e9couvrez pourquoi le FCR est un KPI d\u00e9terminant dans la satisfaction client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/miralia.ai\/en\/blog\/relation-client\/kpi-fcr-relation-client\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le FCR : KPI cl\u00e9 dans l\u2019am\u00e9lioration de la relation client\" \/>\n<meta property=\"og:description\" content=\"Am\u00e9liorer l\u2019exp\u00e9rience client et augmenter de la productivit\u00e9. D\u00e9couvrez pourquoi le FCR est un KPI d\u00e9terminant dans la satisfaction client.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/miralia.ai\/en\/blog\/relation-client\/kpi-fcr-relation-client\/\" \/>\n<meta property=\"og:site_name\" content=\"Miralia.ai\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-13T13:43:13+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-06T15:41:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/01\/13143405\/Le-First-Contact-Resolution-Rate-dans-la-relation-client-Visuel-post-RS-1600x900-1.png\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Jean-Denis Garo\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@miralia_ai\" \/>\n<meta name=\"twitter:site\" content=\"@miralia_ai\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client\"},\"author\":{\"name\":\"Jean-Denis Garo\",\"@id\":\"https:\\\/\\\/miralia.ai\\\/fr\\\/#\\\/schema\\\/person\\\/deba4a295ccb0b555672fccf6f0dca2e\"},\"headline\":\"Le First Contact Resolution Rate dans la relation client\",\"datePublished\":\"2022-01-13T13:43:13+00:00\",\"dateModified\":\"2023-03-06T15:41:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client\"},\"wordCount\":548,\"publisher\":{\"@id\":\"https:\\\/\\\/miralia.ai\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\\\/wp-content\\\/uploads\\\/2022\\\/01\\\/13143728\\\/Le-First-Contact-Resolution-Rate-dans-la-relation-client-Visuel-petite-bannie%CC%80re-570x200-1.png\",\"keywords\":[\"centre d&#039;appel\",\"centre de contact\",\"data\",\"DMT\",\"FCR\",\"IA\",\"productivit\u00e9\",\"relation client\",\"RPC\",\"satifaction client\"],\"articleSection\":[\"Blog\",\"Relation Client\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client\",\"url\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client\",\"name\":\"Le FCR : KPI cl\u00e9 dans l\u2019am\u00e9lioration de la relation client\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/miralia.ai\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/miralia.ai\\\/blog\\\/relation-client\\\/kpi-fcr-relation-client#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\\\/wp-content\\\/uploads\\\/2022\\\/01\\\/13143728\\\/Le-First-Contact-Resolution-Rate-dans-la-relation-client-Visuel-petite-bannie%CC%80re-570x200-1.png\",\"datePublished\":\"2022-01-13T13:43:13+00:00\",\"dateModified\":\"2023-03-06T15:41:03+00:00\",\"description\":\"Am\u00e9liorer l\u2019exp\u00e9rience client et augmenter de la productivit\u00e9. 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