{"id":7776,"date":"2021-07-01T09:04:16","date_gmt":"2021-07-01T07:04:16","guid":{"rendered":"https:\/\/golem.ai\/blog\/relation-client-impacts-crise\/"},"modified":"2022-04-25T11:42:58","modified_gmt":"2022-04-25T09:42:58","slug":"relation-client-impacts-crise","status":"publish","type":"post","link":"https:\/\/miralia.ai\/fr\/blog\/relation-client\/relation-client-impacts-crise","title":{"rendered":"Centre de relation client : pourquoi le secteur se r\u00e9invente ?"},"content":{"rendered":"<h3>Entre 2016 et 2019, le chiffre d\u2019affaires de la relation client externalis\u00e9e en France, a augment\u00e9 de 6 %*. Une croissance durable, que le secteur doit \u00e0 une attention toujours plus accrue, port\u00e9e aux usagers et consommateurs, n\u00e9cessitant un recours \u00e0 des professionnels qualifi\u00e9s. Pourtant le secteur est contraint de s\u2019adapter \u00e0 un \u00e9tat de fait que l\u2019on ne pouvait pr\u00e9dire : le contexte de crise post \u00e9pid\u00e9mie.<\/h3>\n<p><\/p>\n<h2>Un secteur impact\u00e9<\/h2>\n<p>La pand\u00e9mie mondiale de 2020 a eu un <strong>impact consid\u00e9rable<\/strong> sur le secteur, aussi bien au niveau des chiffres qu\u2019au niveau des processus, des outils et des habitudes de travail.&nbsp;Les CA des mois d\u2019avril et mai 2020 sont respectivement en recul de <strong>25% et 33% par rapport \u00e0 2019<\/strong>.*<\/p>\n<p>D\u2019apr\u00e8s <strong>Erick Brethenoux<\/strong>, analyste Gartner, les marques r\u00e9investissent massivement dans la relation client, <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/interview-julien-bonnel-ia-relation-client\"><span style=\"color: #e27e5a;\">en int\u00e9grant parfois de l&rsquo;IA<\/span><\/a><\/strong>, pour retrouver leur niveau pr\u00e9pand\u00e9mique. Malgr\u00e9 ces investissements, le prix des prestations est tir\u00e9 vers le bas \u00e0 cause de la concurrence des centres de relation client \u00e9trangers, impactant consid\u00e9rablement les marges du secteur.&nbsp;<\/p>\n<p><a href=\"https:\/\/golem.ai\/fr\/ressources\/\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-12234 aligncenter\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus.png\" sizes=\"(max-width: 480px) 100vw, 480px\" 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\" alt=\"\" width=\"480\" height=\"270\"><\/a><\/p>\n<h2>Des processus r\u00e9invent\u00e9s&nbsp;<\/h2>\n<p>N\u00e9anmoins, les <strong>Business Process Outsourcing<\/strong> (BPO) ont su s\u2019adapter \u00e0 la p\u00e9riode de crise. Des modifications structurelles et de march\u00e9, qui pourraient perdurer sur le long terme et repr\u00e9senter des opportunit\u00e9s de relance pour leurs contacts centers.&nbsp;<\/p>\n<p>D\u2019abord <strong>le t\u00e9l\u00e9travail<\/strong> mis en place pendant la pand\u00e9mie a d\u00e9montr\u00e9 la capacit\u00e9 d\u2019adaptation du secteur et a permis d\u2019optimiser les processus et les outils. Ensuite, les centres de relations clients ont accompagn\u00e9 les secteurs mobilis\u00e9s pendant la crise : sant\u00e9, \u00e9nergie, t\u00e9l\u00e9communications, assurances\u2026 Et finalement, le secteur du e-commerce a \u00e9t\u00e9 en tr\u00e8s forte croissance.&nbsp;<\/p>\n<p><strong>L\u2019optimisation des processus et des outils<\/strong> dans la relation client devrait continuer \u00e0 \u00eatre une tendance majeure en 2022. La cat\u00e9gorisation automatique des messages entrants par une intelligence artificielle permet de r\u00e9duire consid\u00e9rablement le co\u00fbt de traitement de ces derniers, d\u2019impacter positivement les marges du secteur et de <strong>d\u00e9gager du temps<\/strong> aux agents du call center, pour qu\u2019ils se focalisent sur de nouvelles t\u00e2ches g\u00e9n\u00e9rant plus de marge telle que le conseil, la formation et l\u2019accompagnement client.&nbsp;<\/p>\n<p><\/p>\n<p><em>Pour comprendre l\u2019impact de l\u2019<strong>intelligence artificielle<\/strong> sur ce secteur, d\u00e9couvrez notre dernier article sur \u201c<strong><a href=\"https:\/\/golem.ai\/fr\/blog\/entreprise\/NLP-relation-client\"><span style=\"color: #e27e5a;\">Les quatre cas d\u2018usage du NLP dans la relation client<\/span><\/a><\/strong>\u201d ou consultez directement notre page <a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\"><strong>relation client<\/strong><\/a> ! &nbsp;N\u2019h\u00e9sitez pas \u00e0 contacter<strong>&nbsp;<a href=\"https:\/\/golem.ai\/en\/contact\/\">nos \u00e9quipes<\/a><\/strong>&nbsp;si vous avez la moindre question, elles se feront un plaisir de vous r\u00e9pondre.<\/em><\/p>\n<p><span style=\"font-size: 10px;\"><em>Sources :&nbsp;<\/em><\/span><span style=\"font-size: 10px;\"><em>*Barom\u00e8tre EY\/S2PC&nbsp;<\/em><\/span>&nbsp;<\/p>\n\n\n<p><\/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>D\u00e9veloppement du t\u00e9l\u00e9travail, multiplication des interactions\u2026 Comment les centres de relation client externalis\u00e9s s\u2019adaptent ?<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":5,"featured_media":7778,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[],"class_list":["post-7776","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Centres de relation client externalis\u00e9s face \u00e0 la pand\u00e9mie de COVID<\/title>\n<meta name=\"description\" content=\"La relation client \u00e9volue et int\u00e8gre de nouveaux outils et process pour r\u00e9pondre aux demandes\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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