{"id":381273,"date":"2021-11-17T14:49:08","date_gmt":"2021-11-17T22:49:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/a-lere-du-travail-hybride-les-centres-de-contact-en-inde-se-preparent-a-une-forte-hausse-de-la-demande\/"},"modified":"2021-11-17T14:49:08","modified_gmt":"2021-11-17T22:49:08","slug":"a-lere-du-travail-hybride-les-centres-de-contact-en-inde-se-preparent-a-une-forte-hausse-de-la-demande","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/customer-stories\/a-lere-du-travail-hybride-les-centres-de-contact-en-inde-se-preparent-a-une-forte-hausse-de-la-demande\/","title":{"rendered":"\u00c0 l\u2019\u00e8re du travail hybride, les centres de contact en Inde se ..."},"content":{"rendered":"

En Inde, le BPO (externalisation des processus m\u00e9tier) est un des segments de march\u00e9 qui conna\u00eet la plus forte croissance. Comme tous les autres domaines, le secteur du BPO a \u00e9t\u00e9 consid\u00e9rablement affect\u00e9 par la pand\u00e9mie, mais il a aussi montr\u00e9 des signes extraordinaires de r\u00e9silience durant cette p\u00e9riode.\u00a0 Dans cet article de blog en deux parties, <\/span>
\n Jamie Romanin<\/span>
\n<\/a>\u00a0partage ses perspectives sur l\u2019opportunit\u00e9 unique offerte par l\u2019innovation et la collaboration dans le secteur indien du BPO alors que la tendance de l\u2019industrie en Inde est \u00e0 l\u2019adoption du travail hybride.\u00a0<\/span>\u00a0<\/span><\/p>\n


\n Partie\u00a01\u00a0: \u00c0 l\u2019\u00e8re du travail mixte, les centres de contact se trouvent \u00e0 \u00ab\u00a0la pointe de l\u2019innovation\u00a0\u00bb\u202f<\/span>
\n<\/b>\u00a0<\/span><\/h2>\n

Un \u00e9v\u00e9nement qui ne se produit qu\u2019une fois par si\u00e8cle, tel qu\u2019une pand\u00e9mie mondiale, est en train de remodeler le \u00ab\u00a0mode de vie\u00a0\u00bb ou la \u00ab\u00a0condition humaine\u00a0\u00bb de chaque nation aux quatre coins du globe.\u202f<\/span>\u00a0<\/span><\/p>\n

En fait, si la pand\u00e9mie nous a enseign\u00e9 quelque chose, c\u2019est bien que notre monde a \u00e9t\u00e9 irr\u00e9m\u00e9diablement transform\u00e9, sur le plan priv\u00e9 comme professionnel. Il est devenu encore plus n\u00e9cessaire et urgent de favoriser de meilleures fa\u00e7ons de se connecter et de mettre en place des processus plus intelligents et plus innovants pour faire face \u00e0 la nouvelle normalit\u00e9\u00a0: le mod\u00e8le de travail hybride\u202f\u202f\u202f<\/span>\u00a0<\/span><\/p>\n

Les entreprises, en particulier, reconnaissent le besoin d\u2019adopter une technologie et de d\u00e9finir des processus solides pour ce mod\u00e8le de travail mixte.\u202f<\/span>\u00a0<\/span><\/p>\n

Tout comme le reste du monde, l\u2019Inde se d\u00e9m\u00e8ne pour r\u00e9pondre \u00e0 cette n\u00e9cessit\u00e9 parmi bien d\u2019autres besoins. Toutefois, et c\u2019est encourageant, les secteurs de l\u2019informatique (IT) et de la gestion des processus m\u00e9tiers (BPM) ont \u00e9t\u00e9 les premiers \u00e0 se remettre d\u2019aplomb apr\u00e8s le confinement que la pand\u00e9mie a impos\u00e9 en Inde.\u202f<\/span>\u00a0<\/span><\/p>\n

De surcro\u00eet, la demande croissante en services informatiques a \u00e9t\u00e9 le catalyseur qui a pouss\u00e9 l\u2019industrie \u00e0 adopter la technologie et \u00e0 mettre en place des processus solides pour ce nouveau mod\u00e8le de travail mixte.<\/span>\u00a0<\/span><\/p>\n

Ainsi, alors que le monde entier se d\u00e9battait pendant les premiers mois de la pand\u00e9mie pour s\u2019adapter au t\u00e9l\u00e9travail (la transition au travail \u00e0 la maison \u00e9tait telle que certaines personnes ont m\u00eame d\u00fb partager leur installation et des ressources avec des membres de leur famille), plusieurs lueurs d\u2019espoir se manifestent \u00e0 travers le pays.\u202f<\/span>\u00a0<\/span><\/p>\n

Dans la premi\u00e8re partie de notre article, nous examinerons ces tendances et quelques autres, en nous penchant sur le travail hybride et la mani\u00e8re dont le centre de contact en particulier (un processus commercial fondamental et crucial) a \u00e9volu\u00e9 et s\u2019est transform\u00e9 pour affronter les d\u00e9fis d\u2019aujourd\u2019hui dans cette nouvelle \u00e8re o\u00f9 l\u2019on travaille de partout.\u00a0<\/span>\u00a0<\/span><\/p>\n


\n Changer de cap pour r\u00e9ussir\u00a0<\/span>
\n<\/b>\u00a0<\/span><\/h2>\n

Pour commencer, l\u2019industrie indienne des centres de contact, en particulier, s\u2019est attel\u00e9e aux nouveaux d\u00e9fis du t\u00e9l\u00e9travail et a rapidement chang\u00e9 de cap pour adopter une force de travail dispers\u00e9e et toute une s\u00e9rie de services de plateformes et d\u2019automatisation.\u202f<\/span>\u00a0<\/span><\/p>\n

Ce virage d\u00e9lib\u00e9r\u00e9 et habile a \u00e9t\u00e9 profitable \u00e0 l\u2019ensemble de l\u2019industrie, qui a connu une forte augmentation du taux d\u2019adoption au cours des derniers mois, alors que les interactions d\u2019exp\u00e9rience client commen\u00e7aient \u00e0 se d\u00e9rouler en ligne et que le personnel au service des clients devenait diss\u00e9min\u00e9.<\/span>\u00a0<\/span><\/p>\n

Examinons les chiffres\u00a0: Selon les estimations de la <\/span>
\n NASSCOM<\/span>
\n<\/a>, un organisme ax\u00e9 sur l\u2019industrie technologique, le secteur BPM a par exemple connu une croissance de 2,3\u00a0%, soit un chiffre d\u2019affaires de 38\u00a0milliards de dollars, au cours de l\u2019exercice clos le 31\u00a0mars\u00a02021. Le gouvernement indien, quant \u00e0 lui, estime que le secteur pourrait potentiellement atteindre les 55,5\u00a0milliards de dollars d\u2019ici\u00a020253<\/sup><\/span>\u00a0<\/span>(PTI, 2021).\u202f<\/span>\u00a0<\/span><\/p>\n

D\u2019apr\u00e8s les statistiques, les entreprises sont dispos\u00e9es \u00e0 r\u00e9pondre \u00e0 l\u2019\u00e9volution du march\u00e9. Elles reconnaissent qu\u2019il est important de mettre en place des processus commerciaux intelligents. Elles sont \u00e9galement d\u00e9sireuses d\u2019adopter une nouvelle culture de centre de contact responsabilis\u00e9 qui montre le chemin et donne aux entreprises les moyens d\u2019entreprendre la transformation num\u00e9rique et d\u2019optimiser les op\u00e9rations.\u202f<\/span>\u00a0<\/span><\/p>\n


\n L\u2019\u00e9volution des attentes des clients\u202f<\/span>
\n<\/b>\u00a0<\/span><\/h2>\n

Il est ind\u00e9niable que le changement est omnipr\u00e9sent. Les \u00e9volutions engendr\u00e9es par la pand\u00e9mie ont aussi influ\u00e9 sur les attentes des clients, et les entreprises ont du mal \u00e0 y faire face. Soyons r\u00e9alistes\u00a0: les confinements et le t\u00e9l\u00e9travail ont entra\u00een\u00e9 une hausse des demandes de service avec des d\u00e9lais de r\u00e9solution plus courts que jamais.\u202f<\/span>\u00a0<\/span><\/p>\n

Vous souvenez-vous de la derni\u00e8re fois que vous \u00eates all\u00e9 \u00e0 la banque ou \u00eates entr\u00e9s dans un \u00e9tablissement proposant des interactions en chair et en os\u00a0? Ce sc\u00e9nario s\u2019applique \u00e0 tous les secteurs. Il s\u2019applique d\u2019autant plus \u00e0 celui des centres de contact, qui est devenu crucial pour les entreprises afin de g\u00e9rer le service et l\u2019assistance client sur de multiples canaux.\u202f<\/span>\u00a0<\/span><\/p>\n

Il faut en outre s\u2019attendre \u00e0 des r\u00e9percussions du c\u00f4t\u00e9 de l\u2019externalisation des processus m\u00e9tier (BPO). Avec l\u2019\u00e9lan cr\u00e9\u00e9 par la vague de transformations num\u00e9riques, les entreprises, maintenant plus que jamais, souhaitent confier leurs op\u00e9rations d\u2019exp\u00e9rience client \u00e0 un partenaire capable de s\u2019en occuper efficacement, pour pouvoir se concentrer pleinement sur leur c\u0153ur de m\u00e9tier.\u202f<\/span>\u00a0<\/span><\/p>\n

Alors que le march\u00e9 du BPO a connu initialement une r\u00e9gression (notamment durant le premier trimestre de l\u2019exercice\u00a02021, tandis que le pays \u00e9tait confin\u00e9 et que les d\u00e9penses en produits technologiques chutaient car les entreprises craignaient de ne pas \u00eatre livr\u00e9es), ce sc\u00e9nario va sans aucun doute changer (nous constatons d\u00e9j\u00e0 une croissance positive).\u202f<\/span>\u00a0<\/span><\/p>\n


\n Des incitations qui favorisent la croissance\u202f<\/span>
\n<\/b>\u00a0<\/span><\/h2>\n

Quelles autres mesures encouragent le dynamisme du march\u00e9 en g\u00e9n\u00e9ral, sur la sc\u00e8ne des centres de contact en particulier, mais aussi au-del\u00e0\u00a0?\u202f<\/span>\u00a0<\/span><\/p>\n

Pour commencer, le mod\u00e8le de travail mixte du temps de la pand\u00e9mie a vu le gouvernement indien assouplir le fardeau de la conformit\u00e9 et des obligations r\u00e9glementaires pour l\u2019industrie, permettant ainsi l\u2019adoption d\u2019un mod\u00e8le o\u00f9 il est possible de \u00ab\u00a0travailler de partout\u00a0\u00bb.\u202f<\/span>\u00a0<\/span><\/p>\n

En novembre\u00a02020, le gouvernement indien a apport\u00e9 des modifications aux directives concernant les OSP (autres prestataires de services)1<\/sup><\/span>\u00a0<\/span>(Bureau, 2020), dont la validit\u00e9 a \u00e9t\u00e9 prolong\u00e9e jusqu\u2019en juin\u00a02021. Ces modifications invalident la distinction entre les OSP nationaux et internationaux et autorisent l\u2019interconnectivit\u00e9 pour tous les types d\u2019OSP. Elles annulent \u00e9galement les restrictions concernant l\u2019interconnectivit\u00e9 des donn\u00e9es entre les centres OSP d\u2019une m\u00eame soci\u00e9t\u00e9 ou des soci\u00e9t\u00e9s d\u2019un groupe, ou de soci\u00e9t\u00e9s non apparent\u00e9es<\/span>
\n 2<\/sup>(Doval, 2021)\u202f.<\/span>\u00a0<\/span><\/p>\n

Ces directives s\u2019appliquent principalement aux BPO vocaux, exception faite des centres d\u2019appel et acteurs des secteurs du KPO (externalisation des processus de connaissances) et des ITeS (services Web). L\u2019abolition de ces restrictions a contribu\u00e9 \u00e0 \u00e9largir le pool de talents aux habitants des petites villes. Elle a aussi permis \u00e0 l\u2019Inde, la destination la plus importante au monde pour l\u2019externalisation, de rester aussi concurrentielle que les Philippines et les autres pays qui voient leur part de march\u00e9 augmenter.<\/span>\u00a0<\/span><\/p>\n

Autre mesure positive pour booster le secteur du BPO\u00a0: le gouvernement a annonc\u00e9 que les services externalis\u00e9s en Inde ou r\u00e9alis\u00e9s dans le pays pour le compte d\u2019entit\u00e9s \u00e9trang\u00e8res ne seraient pas soumis \u00e0 la taxe de 18\u00a0% sur les biens et services (GST)4<\/sup><\/span>\u00a0(Sikarwar, 2021). Cette d\u00e9cision va ainsi permettre aux centres de contact bas\u00e9s en Inde de concurrencer les autres pays en termes de co\u00fbt.<\/span>\u00a0<\/span><\/p>\n

Toutes ces mesures, qui sont \u00e9videmment tr\u00e8s bien accueillies par les entreprises locales, montrent que le gouvernement \u0153uvre activement pour aider l\u2019industrie.\u202f<\/span>\u00a0<\/span><\/p>\n

Nous devons toutefois explorer le sujet plus en profondeur, ce que nous ferons dans la deuxi\u00e8me partie de cet article. Nous y aborderons rapidement quelques obstacles qui restent \u00e0 franchir pour parvenir \u00e0 un environnement de travail mixte, nous pencherons sur l\u2019importance d\u2019\u00e9lever l\u2019exp\u00e9rience client, et examinerons une toute nouvelle fonctionnalit\u00e9 qui permet aux employ\u00e9s des centres de contact de s\u2019\u00e9panouir dans un tout nouveau cadre de travail innovant.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Pour en savoir plus sur la mani\u00e8re dont <\/span>
\n Webex<\/span>
\n<\/a> peut optimiser la collaboration des \u00e9quipes \u00e0 l\u2019\u00e8re du travail hybride, n\u2019h\u00e9sitez pas \u00e0 consulter d\u2019autres<\/span>
\n articles<\/span>
\n<\/a> passionnants ici.\u00a0<\/span>\u00a0<\/span><\/p><\/blockquote>\n

\u00a0<\/span>Sources\u00a0<\/strong><\/p>\n

    \n
  1. Bureau, F. (6 novembre 2020)). <\/span>
    \n The Financial Express<\/span>
    \n<\/a>
    \n .<\/span>
    \n<\/i>\u00a0<\/span>\u00a0<\/span><\/li>\n
  2. Doval, P. (24 juin 2021). <\/span>
    \n The Times of India<\/span>
    \n<\/a>
    \n .<\/span>
    \n<\/i>\u00a0<\/span>\u00a0<\/span><\/li>\n
  3. PTI. (15 f\u00e9vrier 2021). <\/span>
    \n LiveMint<\/span>
    \n<\/a>
    \n .<\/span>
    \n<\/i>\u00a0<\/span>\u00a0<\/span><\/li>\n
  4. Sikarwar, D. (21 septembre 2021). <\/span>
    \n The Economic Times<\/span>
    \n<\/a>
    \n .<\/span>
    \n<\/i>\u00a0<\/span>\u00a0<\/span><\/li>\n<\/ol>\n

    En savoir plus\u00a0\u00a0<\/strong><\/p>\n


    \n L\u2019innovation pour les centres de contact \u00e0 l\u2019\u00e8re du client<\/span>
    \n<\/a> [<\/span>
    \n Blog<\/span>
    \n<\/a>]<\/span>\u00a0<\/span><\/p>\n


    \n D\u00e9passer les attentes gr\u00e2ce aux solutions d\u2019exp\u00e9rience client Webex<\/span>
    \n<\/a> [Blog]<\/span>\u00a0<\/span><\/p>\n


    \n Transformer l\u2019exp\u00e9rience client pour rester \u00e0 la page<\/span>
    \n<\/a> [Webinaire \u00e0 la demande]<\/span><\/p>\n


    \n Optimiser l\u2019exp\u00e9rience client et s\u2019entendre avec les clients<\/span>
    \n<\/a> [Webinaire \u00e0 la demande]<\/span>\u00a0<\/span><\/p>\n


    \n Le paysage changeant de l\u2019exp\u00e9rience client d\u2019entreprise, perspectives d\u2019un expert<\/span>
    \n<\/a> [Webinaire \u00e0 la demande]<\/span>\u00a0<\/span><\/p>\n

    \u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

    En Inde, le BPO (externalisation des processus m\u00e9tier) est un des segments de march\u00e9 qui conna\u00eet la plus forte croissance. […]<\/p>\n","protected":false},"author":5426,"featured_media":380723,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[424,1502,1563],"tags":[3689],"class_list":["post-381273","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-stories","category-customer-stories-fr","category-experience-client","tag-call-center"],"acf":[],"yoast_head":"\n\u00c0 l\u2019\u00e8re du travail hybride, les centres de contact en Inde se pr\u00e9parent \u00e0 une forte hausse de la demande | Webex Blog<\/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:\/\/blog.webex.com\/customer-stories\/part-1-india-contact-centers-ready-themselves-for-a-surge-in-demand-in-the-age-of-hybrid-work\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c0 l\u2019\u00e8re du travail hybride, les centres de contact en Inde se pr\u00e9parent \u00e0 une forte hausse de la demande | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"En Inde, le BPO (externalisation des processus m\u00e9tier) est un des segments de march\u00e9 qui conna\u00eet la plus forte croissance. 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