{"id":44298,"date":"2016-07-08T00:00:00","date_gmt":"2016-07-07T23:00:00","guid":{"rendered":"https:\/\/www.colt.net\/resources\/comment-mieux-gerer-les-appels-entrants\/"},"modified":"2021-03-26T11:26:25","modified_gmt":"2021-03-26T11:26:25","slug":"comment-mieux-gerer-les-appels-entrants","status":"publish","type":"post","link":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/","title":{"rendered":"La gestion des appels entrants"},"content":{"rendered":"<p><strong>Comment mieux g\u00e9rer les appels entrants ?<\/strong><\/p>\n<p>La mani\u00e8re dont une soci\u00e9t\u00e9 g\u00e8re ses appels entrants r\u00e9v\u00e8le ses propres valeurs et apporte un premier \u00e9clairage sur sa performance. Les attentes ext\u00e9rieures \u00e0 l\u2019entreprise, telles que joindre la bonne personne en fonction de leurs besoins \u2013 doivent \u00eatre respect\u00e9es.<\/p>\n<p>Chaque entreprise doit donc s\u2019organiser de mani\u00e8re \u00e0 r\u00e9pertorier chaque appel entrant selon son interlocuteur, ses besoins, son importance, etc. et \u00e0 mobiliser rapidement la personne le plus \u00e0 m\u00eame de prendre en charge l\u2019appel. Il devrait m\u00eame \u00eatre possible d\u2019assurer, si n\u00e9cessaire, une mise en relation avec un interlocuteur hors des murs de l\u2019entreprise. La gestion des appels entrants est avant tout une affaire d\u2019adaptation et de flexibilit\u00e9.<\/p>\n<p>Techniquement, il est possible d\u2019affecter les bonnes ressources aux bons clients. Mais, il est \u00e9galement imp\u00e9ratif de tenir compte de l\u2019\u00e9volution actuelle des relations entre les entreprises et leurs clients. En effet, les contacts entrants ne sont plus seulement des appels t\u00e9l\u00e9phoniques, les canaux par lesquels les sollicitations parviennent aux entreprises se multiplient : e-mails, applications, sites Web, etc.<\/p>\n<p>En assurer la gestion rel\u00e8ve de l\u2019ajustement des ressources en fonction des demandes en perp\u00e9tuelle \u00e9volution. La flexibilit\u00e9 ici pr\u00e9conis\u00e9e est \u00e9galement un pr\u00e9requis \u00e0 une facturation en continu des solutions de gestion des appels entrants d\u2019entreprise. Les entreprises n\u2019ont notamment plus \u00e0 payer pour g\u00e9rer des appels qu\u2019elles ne recevront pas.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How to manage my incoming calls? The way a company reacts to and manages incoming solicitations is a showcase of its values and performance.<\/p>\n","protected":false},"author":112,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"colt_type":[1487],"colt_ind":[1212,1252,1256],"colt_products":[1260,1492],"colt_solutions":[],"class_list":["post-44298","post","type-post","status-publish","format-standard","hentry","colt_type-blog-fr","colt_ind-business-fr","colt_ind-technology-fr","colt_ind-telecoms-fr","colt_products-colt-business-connect-fr","colt_products-voice"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>La gestion des appels entrants - Colt Technology Services<\/title>\n<meta name=\"description\" content=\"How to manage my incoming calls? The way a company reacts to and manages incoming solicitations is a showcase of its values and performance.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La gestion des appels entrants - Colt Technology Services\" \/>\n<meta property=\"og:description\" content=\"How to manage my incoming calls? The way a company reacts to and manages incoming solicitations is a showcase of its values and performance.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/\" \/>\n<meta property=\"og:site_name\" content=\"Colt Technology Services\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ColtTechnologyServices\/\" \/>\n<meta property=\"article:published_time\" content=\"2016-07-07T23:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-03-26T11:26:25+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/legacy.colt.net\/wp-content\/uploads\/2021\/01\/Brand-2021-Stock-28.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"667\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Make Do\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@colt_technology\" \/>\n<meta name=\"twitter:site\" content=\"@colt_technology\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Make Do\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/\"},\"author\":{\"name\":\"Make Do\",\"@id\":\"https:\/\/legacy.colt.net\/#\/schema\/person\/71cb803a99c6757c1c6940a6f0683e57\"},\"headline\":\"La gestion des appels entrants\",\"datePublished\":\"2016-07-07T23:00:00+00:00\",\"dateModified\":\"2021-03-26T11:26:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/\"},\"wordCount\":258,\"publisher\":{\"@id\":\"https:\/\/legacy.colt.net\/#organization\"},\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/\",\"url\":\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/\",\"name\":\"La gestion des appels entrants - Colt Technology Services\",\"isPartOf\":{\"@id\":\"https:\/\/legacy.colt.net\/#website\"},\"datePublished\":\"2016-07-07T23:00:00+00:00\",\"dateModified\":\"2021-03-26T11:26:25+00:00\",\"description\":\"How to manage my incoming calls? The way a company reacts to and manages incoming solicitations is a showcase of its values and performance.\",\"breadcrumb\":{\"@id\":\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/legacy.colt.net\/fr\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Blogs\",\"item\":\"https:\/\/legacy.colt.net\/fr\/resources\/type\/blog-fr\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"La gestion des appels entrants\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/legacy.colt.net\/#website\",\"url\":\"https:\/\/legacy.colt.net\/\",\"name\":\"Colt\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u30b5\u30fc\u30d3\u30b9\u682a\u5f0f\u4f1a\u793e\",\"description\":\"Managed Network &amp; Voice Services Provider\",\"publisher\":{\"@id\":\"https:\/\/legacy.colt.net\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/legacy.colt.net\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/legacy.colt.net\/#organization\",\"name\":\"Colt Technology Services\",\"url\":\"https:\/\/legacy.colt.net\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/legacy.colt.net\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/legacy.colt.net\/wp-content\/uploads\/2019\/02\/Colt-Logo.png\",\"contentUrl\":\"https:\/\/legacy.colt.net\/wp-content\/uploads\/2019\/02\/Colt-Logo.png\",\"width\":195,\"height\":77,\"caption\":\"Colt Technology Services\"},\"image\":{\"@id\":\"https:\/\/legacy.colt.net\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ColtTechnologyServices\/\",\"https:\/\/x.com\/colt_technology\",\"https:\/\/www.instagram.com\/colttechnologyservices\/\",\"https:\/\/www.linkedin.com\/company\/colt-technology-services\",\"https:\/\/www.youtube.com\/user\/ColtTechnology\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/legacy.colt.net\/#\/schema\/person\/71cb803a99c6757c1c6940a6f0683e57\",\"name\":\"Make Do\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/legacy.colt.net\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/fe73597d3286e48e5f95eb7e1bd97ea091a03336686cad88ca44eadaa6287761?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/fe73597d3286e48e5f95eb7e1bd97ea091a03336686cad88ca44eadaa6287761?s=96&d=mm&r=g\",\"caption\":\"Make Do\"},\"sameAs\":[\"https:\/\/makedo.net\"],\"url\":\"https:\/\/legacy.colt.net\/fr\/resources\/author\/makedo\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"La gestion des appels entrants - Colt Technology Services","description":"How to manage my incoming calls? The way a company reacts to and manages incoming solicitations is a showcase of its values and performance.","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"fr_FR","og_type":"article","og_title":"La gestion des appels entrants - Colt Technology Services","og_description":"How to manage my incoming calls? The way a company reacts to and manages incoming solicitations is a showcase of its values and performance.","og_url":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/","og_site_name":"Colt Technology Services","article_publisher":"https:\/\/www.facebook.com\/ColtTechnologyServices\/","article_published_time":"2016-07-07T23:00:00+00:00","article_modified_time":"2021-03-26T11:26:25+00:00","og_image":[{"width":1000,"height":667,"url":"https:\/\/legacy.colt.net\/wp-content\/uploads\/2021\/01\/Brand-2021-Stock-28.jpg","type":"image\/jpeg"}],"author":"Make Do","twitter_card":"summary_large_image","twitter_creator":"@colt_technology","twitter_site":"@colt_technology","twitter_misc":{"Written by":"Make Do","Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/#article","isPartOf":{"@id":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/"},"author":{"name":"Make Do","@id":"https:\/\/legacy.colt.net\/#\/schema\/person\/71cb803a99c6757c1c6940a6f0683e57"},"headline":"La gestion des appels entrants","datePublished":"2016-07-07T23:00:00+00:00","dateModified":"2021-03-26T11:26:25+00:00","mainEntityOfPage":{"@id":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/"},"wordCount":258,"publisher":{"@id":"https:\/\/legacy.colt.net\/#organization"},"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/","url":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/","name":"La gestion des appels entrants - Colt Technology Services","isPartOf":{"@id":"https:\/\/legacy.colt.net\/#website"},"datePublished":"2016-07-07T23:00:00+00:00","dateModified":"2021-03-26T11:26:25+00:00","description":"How to manage my incoming calls? The way a company reacts to and manages incoming solicitations is a showcase of its values and performance.","breadcrumb":{"@id":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/legacy.colt.net\/fr\/resources\/comment-mieux-gerer-les-appels-entrants\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/legacy.colt.net\/fr\/"},{"@type":"ListItem","position":2,"name":"Blogs","item":"https:\/\/legacy.colt.net\/fr\/resources\/type\/blog-fr\/"},{"@type":"ListItem","position":3,"name":"La gestion des appels entrants"}]},{"@type":"WebSite","@id":"https:\/\/legacy.colt.net\/#website","url":"https:\/\/legacy.colt.net\/","name":"Colt\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u30b5\u30fc\u30d3\u30b9\u682a\u5f0f\u4f1a\u793e","description":"Managed Network &amp; Voice Services Provider","publisher":{"@id":"https:\/\/legacy.colt.net\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/legacy.colt.net\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/legacy.colt.net\/#organization","name":"Colt Technology Services","url":"https:\/\/legacy.colt.net\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/legacy.colt.net\/#\/schema\/logo\/image\/","url":"https:\/\/legacy.colt.net\/wp-content\/uploads\/2019\/02\/Colt-Logo.png","contentUrl":"https:\/\/legacy.colt.net\/wp-content\/uploads\/2019\/02\/Colt-Logo.png","width":195,"height":77,"caption":"Colt Technology Services"},"image":{"@id":"https:\/\/legacy.colt.net\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ColtTechnologyServices\/","https:\/\/x.com\/colt_technology","https:\/\/www.instagram.com\/colttechnologyservices\/","https:\/\/www.linkedin.com\/company\/colt-technology-services","https:\/\/www.youtube.com\/user\/ColtTechnology"]},{"@type":"Person","@id":"https:\/\/legacy.colt.net\/#\/schema\/person\/71cb803a99c6757c1c6940a6f0683e57","name":"Make Do","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/legacy.colt.net\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/fe73597d3286e48e5f95eb7e1bd97ea091a03336686cad88ca44eadaa6287761?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/fe73597d3286e48e5f95eb7e1bd97ea091a03336686cad88ca44eadaa6287761?s=96&d=mm&r=g","caption":"Make Do"},"sameAs":["https:\/\/makedo.net"],"url":"https:\/\/legacy.colt.net\/fr\/resources\/author\/makedo\/"}]}},"_links":{"self":[{"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/posts\/44298","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/users\/112"}],"replies":[{"embeddable":true,"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/comments?post=44298"}],"version-history":[{"count":0,"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/posts\/44298\/revisions"}],"wp:attachment":[{"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/media?parent=44298"}],"wp:term":[{"taxonomy":"colt_type","embeddable":true,"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/colt_type?post=44298"},{"taxonomy":"colt_ind","embeddable":true,"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/colt_ind?post=44298"},{"taxonomy":"colt_products","embeddable":true,"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/colt_products?post=44298"},{"taxonomy":"colt_solutions","embeddable":true,"href":"https:\/\/legacy.colt.net\/fr\/wp-json\/wp\/v2\/colt_solutions?post=44298"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}