Tormenta de Arroz BA by Raymond Schefer https://padlet.com/rschefer1/ur30rgx6iaay93po Grupo1 en-us 2021-02-26 17:56:30 UTC 2021-03-06 02:03:48 UTC hello@padlet.com INSTRUCCIONES rschefer1 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1246346912 1. Defina el síntoma del dolor/ problema
2. Cada integrante tiene 8 minutos para escribir en FORMA INDIVIDUAL las causas del síntoma
3. Cada integrante coloca ahora sobre el lienzo del padlet lo que escribió en forma individual
4. Se comienza el proceso de agrupación temática
Lo normal es que queden de 4 a 8 grupos de "dolores"
5. Una vez agrupados, se resume con un nuevo sticker o post it, de otro color que sirve como resumen
6. Una vez logrados los grupos y realizado el resumen, se busca la elevación es decir, la causa principal que da origen a los dolores y al síntoma inicial.]]> 2021-02-26 17:56:50 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1246346912 Síntoma: Capacidad de resolución, tiempo de espera y respuesta en Call Center https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275895689 2021-03-05 23:48:12 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275895689 Falta de capacitación de los oficiales de atención https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275897176 2021-03-05 23:49:30 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275897176 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275899257 Se necesita IVR mas moderno]]> 2021-03-05 23:51:11 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275899257 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275900580 Poca informacion estadistica de los tiempos de atencion]]> 2021-03-05 23:52:15 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275900580 No hay seguimiento a las solicitudes de productos que entran por el Call Center https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275902130 2021-03-05 23:53:33 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275902130 Procesos manuales/burocraticos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275904588 2021-03-05 23:55:33 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275904588 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275904682 Falta de tecnología para autoservicio

]]> 2021-03-05 23:55:39 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275904682 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275904973 Proceso de verificación de identidad repetitivo (Entre operadores)]]> 2021-03-05 23:55:51 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275904973 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275905789 Falta de Conocimiento sobre los tipos de gestiones

]]> 2021-03-05 23:56:32 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275905789 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275906502 Falta de Atención VIP]]> 2021-03-05 23:57:02 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275906502 Falta de otros canales para resolución de los mismo problemas o solicitudes https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907009 2021-03-05 23:57:26 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907009 Procesos burocráticos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907155 2021-03-05 23:57:33 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907155 Procesos complejos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907463 2021-03-05 23:57:47 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907463 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907547 Bajo compromiso de resolución

]]> 2021-03-05 23:57:52 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907547 Alta demanda de clientes (el banco posee demasiados clientes) https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907720 2021-03-05 23:58:01 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907720 Pocas gestiones digitales a través de los canales digitales https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907931 2021-03-05 23:58:12 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907931 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907989 Desconocimiento del mercado]]> 2021-03-05 23:58:15 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275907989 No contar con soportes alternos de consultas https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275908356 2021-03-05 23:58:33 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275908356 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275908601 Falta de endomarketing

]]> 2021-03-05 23:58:46 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275908601 Horarios de atención limitados https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275908863 2021-03-05 23:58:59 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275908863 https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909021 KPI de Resolución negativos]]> 2021-03-05 23:59:06 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909021 Incapacidad de atender consultas simples de forma rápida https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909247 2021-03-05 23:59:16 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909247 Falta de criterio de los operadores https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909275 2021-03-05 23:59:17 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909275 Acumulación de consultas simples en Call Center https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909697 2021-03-05 23:59:39 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275909697 Sistemas de atención obsoletos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275910110 2021-03-05 23:59:58 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275910110 Pocos procesos de autoservicio para el cliente https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275910451 2021-03-06 00:00:13 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275910451 Scripts erroneos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275911355 2021-03-06 00:00:54 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275911355 Horarios de no 24 horas https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275911756 2021-03-06 00:01:11 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275911756 Capacidad instalada, en cuanto a equipo https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275912152 2021-03-06 00:01:31 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275912152 Falta de claridad de procesos de scripts https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275912699 2021-03-06 00:01:57 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275912699 Acceso limitado para la resolución del problema, por parte del colaborador https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275913160 2021-03-06 00:02:21 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275913160 Se necesita mas escucha de llamadas para corregir probelmas https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275913479 2021-03-06 00:02:38 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275913479 Tiempo de espera demasiado largo para tomar la llamada https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275913733 2021-03-06 00:02:51 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275913733 Problemas para identificación del tipo de cliente que se atiende https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275914154 2021-03-06 00:03:12 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275914154 Falta de oportunidad de la llamada para las ventas (negocio) https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275914594 2021-03-06 00:03:33 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275914594 Medicion de niveles se satisfaccion https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275914818 2021-03-06 00:03:43 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275914818 Tiempo de espera del IVR muy largo https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275915319 2021-03-06 00:04:08 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275915319 Horario limitado de atención https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275916660 2021-03-06 00:05:15 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275916660 No se brindan respuestas o soluciones concretas https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275917023 2021-03-06 00:05:35 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275917023 Falta de seguimiento a los problemas de los clientes https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275917635 2021-03-06 00:06:07 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275917635 Derivar al cliente a diferentes áreas sin darle respuesta clara https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275918087 2021-03-06 00:06:30 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275918087 Procesos ineficientes: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275942508 2021-03-06 00:26:38 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275942508 Horarios limitados: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275944466 2021-03-06 00:28:21 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275944466 Tecnología inadecuada: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275944734 2021-03-06 00:28:34 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275944734 Poca Resolución de Problemas: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275945726 2021-03-06 00:29:28 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275945726 Falta de Indicadores: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275946300 2021-03-06 00:30:00 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275946300 Falta de Capacitación: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275946841 2021-03-06 00:30:29 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275946841 Falta de segmentación de los clientes para la atención: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275951266 2021-03-06 00:34:23 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275951266 Falta de procesos claros y tecnología https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275965691 2021-03-06 00:47:20 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275965691 Involucramiento de las áreas relacionadas al proceso que se atiende https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275986877 2021-03-06 01:06:21 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275986877 Personal experto tipo de solicitud https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275987468 2021-03-06 01:06:52 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275987468 Implementación de software compatibles con el sistema Core Bancario https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275988080 2021-03-06 01:07:26 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275988080 Crear un área de Calidad y Productividad para dar seguimiento a los KPIs y SLAs https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275988795 2021-03-06 01:08:07 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275988795 Implementaciones completas de los proyectos tecnológicos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275988813 2021-03-06 01:08:08 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275988813 Tercerizar el servicio de Call Center https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275989316 2021-03-06 01:08:39 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275989316 Mejorar el análisis de procesos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275989738 2021-03-06 01:09:03 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275989738 Visión integral de Servicio al cliente del Banco https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275989898 2021-03-06 01:09:14 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275989898 Identificación de solicitudes críticas de clientes https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275990104 2021-03-06 01:09:23 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275990104 Compromiso de la alta administración https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275990610 2021-03-06 01:09:53 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275990610 Realizar interrelación de las solicitudes de un mismo clientes https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275990671 2021-03-06 01:09:57 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275990671 Capacitación y seguimiento de los mandos medios https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991110 2021-03-06 01:10:24 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991110 Medición por indicadores de respuesta https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991275 2021-03-06 01:10:33 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991275 Creación de procesos de autoservicio para el cliente https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991629 2021-03-06 01:10:57 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991629 Mercadeo masivo de instructivos de gestiones de autoservicio https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991981 2021-03-06 01:11:18 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275991981 Certificar el Call Center https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275992662 2021-03-06 01:11:58 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275992662 Actualizar los procesos https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275993178 2021-03-06 01:12:27 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275993178 Personal especializado https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275993195 2021-03-06 01:12:28 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1275993195 Establecer KPI´s efectivos y darle seguimiento https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276001063 2021-03-06 01:20:33 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276001063 Revisión, análisis y actualización de procesos en base a los KPI´s establecidos: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276002261 2021-03-06 01:21:40 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276002261 Formación de personal experto para atender las solicitudes de los clientes: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276003926 2021-03-06 01:23:18 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276003926 Actualización o reemplazo del software del Call Canter: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276006505 2021-03-06 01:25:58 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276006505 Compromiso y definición de estrategia de la alta administración, apoyo de las áreas comerciales del Banco: https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276008779 2021-03-06 01:28:05 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276008779 Solución: Simplificar las gestiones del Call Center y aumentar las opciones de autoservicio para los clientes. https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276017166 2021-03-06 01:37:08 UTC https://padlet.com/rschefer1/ur30rgx6iaay93po/wish/1276017166