{"id":14549,"date":"2026-09-21T16:10:00","date_gmt":"2026-09-21T13:10:00","guid":{"rendered":"https:\/\/optimacall.ro\/"},"modified":"2026-09-21T16:16:37","modified_gmt":"2026-09-21T13:16:37","slug":"planification-des-capacites-pics-de-volume-centre-de-contact","status":"publish","type":"post","link":"https:\/\/optimacall.ro\/fr\/planification-des-capacites-pics-de-volume-centre-de-contact\/","title":{"rendered":"Comment pr\u00e9parer les \u00e9quipes \u00e0 faire face aux pics de volume sans compromettre la qualit\u00e9 du service"},"content":{"rendered":"<style>.elementor-14549 .elementor-element.elementor-element-569249c8{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;}.elementor-14549 .elementor-element.elementor-element-569249c8.e-con{--flex-grow:0;--flex-shrink:0;}.elementor-widget-image .widget-image-caption{color:var( 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data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-731c7e25 elementor-widget elementor-widget-image\" data-id=\"731c7e25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1920\" height=\"960\" src=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center.webp\" class=\"attachment-full size-full wp-image-14551\" alt=\"planificarea capacit\u0103\u021bii \u00een Contact Center\" srcset=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center.webp 1920w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-300x150.webp 300w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-1024x512.webp 1024w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-768x384.webp 768w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-1536x768.webp 1536w, https:\/\/optimacall.ro\/wp-content\/uploads\/2026\/09\/planificarea-capacitatii-in-Contact-Center-18x9.webp 18w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3948de82 elementor-widget elementor-widget-heading\" data-id=\"3948de82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Cum preg\u0103te\u0219ti echipele pentru v\u00e2rfuri de volum f\u0103r\u0103 s\u0103 sacrifici calitatea serviciului<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5fb51900 elementor-widget elementor-widget-text-editor\" data-id=\"5fb51900\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<article class=\"text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&amp;:has([data-writing-block])&gt;*]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]\" dir=\"auto\" tabindex=\"-1\" data-turn-id=\"request-WEB:bdda029b-38a9-4e09-9b35-70d152f44a85-9\" data-testid=\"conversation-turn-2\" data-scroll-anchor=\"true\" data-turn=\"assistant\"><div class=\"text-base my-auto mx-auto pb-10 [--thread-content-margin:--spacing(4)] @w-sm\/main:[--thread-content-margin:--spacing(6)] @w-lg\/main:[--thread-content-margin:--spacing(16)] px-(--thread-content-margin)\"><div class=\"[--thread-content-max-width:40rem] @w-lg\/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group\/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn\" tabindex=\"-1\"><div class=\"flex max-w-full flex-col grow\"><div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-1\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"1430b252-4cf6-4ada-9d69-aa3e42b8a5fc\" data-message-model-slug=\"gpt-5-1\"><div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[1px]\"><div class=\"markdown prose dark:prose-invert w-full break-words light markdown-new-styling\"><div class=\"container\"><div id=\"model-response-message-contentr_40c695300dc5281c\" class=\"markdown markdown-main-panel enable-updated-hr-color\" dir=\"ltr\" aria-live=\"polite\" aria-busy=\"false\"><p class=\"PDq2pG_selectionAnchorContainer\" dir=\"auto\" data-start=\"1950\" data-end=\"2278\">O campanie nou\u0103, o perioad\u0103 de reduceri, emiterea facturilor sau o problem\u0103 tehnic\u0103 pot schimba \u00een c\u00e2teva ore ritmul unei opera\u021biuni de customer support. Pentru client, situa\u021bia r\u0103m\u00e2ne simpl\u0103: are nevoie de ajutor \u0219i se a\u0219teapt\u0103 la un r\u0103spuns. Nu \u00eel intereseaz\u0103 c\u0103 alte sute de persoane contacteaz\u0103 compania \u00een acela\u0219i interval.<\/p><p dir=\"auto\" data-start=\"2280\" data-end=\"2455\">Pentru echipa din spate, \u00eens\u0103, diferen\u021ba dintre o zi aglomerat\u0103 gestionat\u0103 bine \u0219i una care pune presiune pe \u00eentreaga opera\u021biune se construie\u0219te \u00eenainte ca volumul s\u0103 creasc\u0103.<\/p><p dir=\"auto\" data-start=\"2457\" data-end=\"2672\">Aici intervine <strong data-start=\"2472\" data-end=\"2518\">planificarea capacit\u0103\u021bii \u00een Contact Center<\/strong>: estimarea cererii \u0219i organizarea oamenilor, competen\u021belor \u0219i programelor astfel \u00eenc\u00e2t serviciul s\u0103 r\u0103m\u00e2n\u0103 stabil chiar \u0219i atunci c\u00e2nd ritmul se schimb\u0103.<\/p><h2 dir=\"auto\" data-section-id=\"c3y5tg\" data-start=\"2674\" data-end=\"2737\">Media lunar\u0103 poate ascunde adev\u0103rata presiune din opera\u021biune<\/h2><p dir=\"auto\" data-start=\"2739\" data-end=\"2830\">Dou\u0103 proiecte pot avea acela\u0219i num\u0103r de interac\u021biuni \u00eentr-o lun\u0103 \u0219i nevoi complet diferite.<\/p><p dir=\"auto\" data-start=\"2832\" data-end=\"3067\">\u00cen primul caz, solicit\u0103rile pot fi distribuite relativ uniform. \u00cen al doilea, o parte important\u0103 poate veni \u00een primele zile ale lunii sau imediat dup\u0103 o campanie. Dac\u0103 planificarea se bazeaz\u0103 doar pe medii, aceast\u0103 diferen\u021b\u0103 se pierde.<\/p><p dir=\"auto\" data-start=\"3069\" data-end=\"3265\">De aceea, o prognoz\u0103 util\u0103 analizeaz\u0103 ritmul real: zilele \u0219i intervalele cu trafic ridicat, sezonalitatea, canalele folosite, tipurile de solicit\u0103ri \u0219i competen\u021bele necesare pentru rezolvarea lor.<\/p><p dir=\"auto\" data-start=\"3267\" data-end=\"3531\">NiCE define\u0219te<a href=\"https:\/\/www.nice.com\/blog\/workforce-management-call-center\"> Workforce Management \u00een Contact Center<\/a> prin combinarea prognozei, planific\u0103rii programelor \u0219i ajust\u0103rii resurselor, astfel \u00eenc\u00e2t oamenii potrivi\u021bi s\u0103 fie disponibili atunci c\u00e2nd cererea o impune.<\/p><p dir=\"auto\" data-start=\"3533\" data-end=\"3600\">\u00cen practic\u0103, prognoza este punctul de plecare, nu rezultatul final.<\/p><h2 dir=\"auto\" data-section-id=\"8baaon\" data-start=\"3602\" data-end=\"3658\">Mai mult volum nu \u00eenseamn\u0103 automat \u201emai mul\u021bi oameni\u201d<\/h2><p dir=\"auto\" data-start=\"3660\" data-end=\"3827\">C\u00e2nd num\u0103rul de solicit\u0103ri cre\u0219te, prima reac\u021bie poate fi s\u0103 m\u0103re\u0219ti echipa. Uneori este necesar. Dar capacitatea \u00eenseamn\u0103 mai mult dec\u00e2t num\u0103rul total de consultan\u021bi.<\/p><p dir=\"auto\" data-start=\"3829\" data-end=\"4018\">Conteaz\u0103 dac\u0103 oamenii disponibili au competen\u021bele potrivite, dac\u0103 sunt preg\u0103ti\u021bi pentru tipul de solicit\u0103ri care cresc \u0219i dac\u0103 sunt disponibili exact \u00een intervalele \u00een care apare presiunea.<\/p><p dir=\"auto\" data-start=\"4020\" data-end=\"4231\">Un proiect de suport tehnic poate avea nevoie de alte competen\u021be dec\u00e2t unul de customer care. \u00centr-o opera\u021biune multilingv\u0103, po\u021bi avea suficien\u021bi oameni \u00een total \u0219i, totu\u0219i, s\u0103 existe deficit pe o anumit\u0103 limb\u0103.<\/p><p dir=\"auto\" data-start=\"4233\" data-end=\"4489\">Mai exist\u0103 \u0219i un aspect important: un coleg nou nu devine productiv instantaneu. Recrutarea, trainingul \u0219i acomodarea cu proiectul necesit\u0103 timp. Pentru perioadele previzibile de v\u00e2rf, preg\u0103tirea trebuie \u00eenceput\u0103 \u00eenainte ca solicit\u0103rile s\u0103 ajung\u0103 \u00een coad\u0103.<\/p><p dir=\"auto\" data-start=\"4491\" data-end=\"4705\">Din experien\u021ba opera\u021bional\u0103 Optima, flexibilitatea util\u0103 nu \u00eenseamn\u0103 s\u0103 improvizezi c\u00e2nd apare problema, ci s\u0103 ai dinainte scenarii prin care capacitatea poate fi ajustat\u0103 f\u0103r\u0103 s\u0103 pierzi controlul asupra calit\u0103\u021bii.<\/p><h2 dir=\"auto\" data-section-id=\"dsw5g\" data-start=\"4707\" data-end=\"4764\">Uneori, cea mai bun\u0103 solu\u021bie nu este cre\u0219terea echipei<\/h2><p dir=\"auto\" data-start=\"4766\" data-end=\"4824\">Un v\u00e2rf de volum poate spune ceva important despre proces.<\/p><p dir=\"auto\" data-start=\"4826\" data-end=\"5014\">Dac\u0103 sute de clien\u021bi contacteaz\u0103 compania pentru aceea\u0219i informa\u021bie, cauza poate fi o comunicare neclar\u0103, un pas dificil din customer journey sau lipsa unei op\u021biuni simple de self-service.<\/p><p dir=\"auto\" data-start=\"5016\" data-end=\"5086\">\u00centr-un astfel de caz, ad\u0103ugarea de oameni trateaz\u0103 efectul, nu cauza.<\/p><p dir=\"auto\" data-start=\"5088\" data-end=\"5325\">O opera\u021biune matur\u0103 analizeaz\u0103 motivele de contact \u0219i caut\u0103 unde poate reduce presiunea: un mesaj proactiv mai clar, actualizarea informa\u021biilor disponibile clien\u021bilor, simplificarea unui proces sau automatizarea solicit\u0103rilor repetitive.<\/p><p dir=\"auto\" data-start=\"5327\" data-end=\"5409\">Aici se \u00eent\u00e2lnesc planificarea opera\u021bional\u0103, Customer Experience \u0219i automatizarea.<\/p><p dir=\"auto\" data-start=\"5411\" data-end=\"5652\">Pentru Optima, tehnologia are rolul de a sus\u021bine oamenii. <a href=\"https:\/\/optimacall.ro\/rpa-automation\/\">Procesele repetitive pot fi simplificate sau automatizate<\/a>, astfel \u00eenc\u00e2t consultan\u021bii s\u0103 \u00ee\u0219i p\u0103streze timpul pentru conversa\u021biile \u00een care contextul, empatia \u0219i judecata uman\u0103 conteaz\u0103.<\/p><h2 dir=\"auto\" data-section-id=\"crxsce\" data-start=\"5654\" data-end=\"5723\">Calitatea trebuie urm\u0103rit\u0103 \u0219i atunci c\u00e2nd viteza devine prioritar\u0103<\/h2><p dir=\"auto\" data-start=\"5725\" data-end=\"5836\">Perioadele aglomerate pot crea un risc subtil: echipa continu\u0103 s\u0103 r\u0103spund\u0103, dar \u00eencepe s\u0103 lucreze sub presiune.<\/p><p dir=\"auto\" data-start=\"5838\" data-end=\"6054\">Conversa\u021biile pot deveni mai gr\u0103bite, coachingul poate fi am\u00e2nat, iar coordonatorii pot ajunge s\u0103 rezolve permanent urgen\u021be. Uneori, aceste semnale apar \u00eenainte ca indicatorii principali s\u0103 arate o problem\u0103 evident\u0103.<\/p><p dir=\"auto\" data-start=\"6056\" data-end=\"6180\">De aceea, succesul unui v\u00e2rf de volum nu ar trebui m\u0103surat doar prin num\u0103rul de interac\u021biuni preluate sau timpul de r\u0103spuns.<\/p><p dir=\"auto\" data-start=\"6182\" data-end=\"6339\">Conteaz\u0103 \u0219i calitatea conversa\u021biilor, revenirea clien\u021bilor cu aceea\u0219i problem\u0103, escalad\u0103rile \u0219i capacitatea echipei de a p\u0103stra acela\u0219i standard de serviciu.<\/p><h2 dir=\"auto\" data-section-id=\"lji2x9\" data-start=\"6341\" data-end=\"6394\">Planul trebuie s\u0103 se poat\u0103 schimba \u00een timpul zilei<\/h2><p dir=\"auto\" data-start=\"6396\" data-end=\"6428\">Nicio prognoz\u0103 nu este perfect\u0103.<\/p><p dir=\"auto\" data-start=\"6430\" data-end=\"6598\">Poate ap\u0103rea o problem\u0103 tehnic\u0103. O campanie poate avea un impact mai mare dec\u00e2t cel anticipat. Pot exista absen\u021be neprev\u0103zute sau volume concentrate pe un anumit canal.<\/p><p dir=\"auto\" data-start=\"6600\" data-end=\"6673\">Din acest motiv, planificarea nu se \u00eencheie c\u00e2nd este publicat programul.<\/p><p dir=\"auto\" data-start=\"6675\" data-end=\"7005\">Instrumentele moderne de Workforce Management combin\u0103 forecastul \u0219i programarea cu monitorizarea \u0219i ajustarea capacit\u0103\u021bii pe parcursul zilei. NiCE include explicit <em data-start=\"6839\" data-end=\"6860\">intraday management<\/em> \u00een aceast\u0103 abordare, tocmai pentru situa\u021biile \u00een care cererea real\u0103 se \u00eendep\u0103rteaz\u0103 de estimarea ini\u021bial\u0103.<\/p><p dir=\"auto\" data-start=\"7007\" data-end=\"7163\">Uneori, interven\u021bia \u00eenseamn\u0103 redistribuirea temporar\u0103 a oamenilor. Alteori, prioritizarea unui canal sau reprogramarea unor activit\u0103\u021bi care nu sunt urgente.<\/p><p dir=\"auto\" data-start=\"7165\" data-end=\"7259\">Important este ca responsabilit\u0103\u021bile \u0219i op\u021biunile s\u0103 fie stabilite \u00eenainte de momentul critic.<\/p><h2 dir=\"auto\" data-section-id=\"10y51wu\" data-start=\"7261\" data-end=\"7329\">Expert Insight: preg\u0103tirea conteaz\u0103 mai mult dec\u00e2t reac\u021bia rapid\u0103<\/h2><p dir=\"auto\" data-start=\"7331\" data-end=\"7431\">Cel mai dificil moment pentru a construi un plan este atunci c\u00e2nd coada de a\u0219teptare este deja mare.<\/p><p dir=\"auto\" data-start=\"7433\" data-end=\"7720\">De aceea, \u00eenaintea unei perioade sensibile, merit\u0103 s\u0103 existe r\u0103spunsuri clare la c\u00e2teva \u00eentreb\u0103ri: Ce facem dac\u0103 volumul dep\u0103\u0219e\u0219te estimarea? Ce activit\u0103\u021bi pot fi reprogramate? Unde avem capacitate suplimentar\u0103? Ce solicit\u0103ri pot fi simplificate sau automatizate? Cine decide ajust\u0103rile?<\/p><p dir=\"auto\" data-start=\"7722\" data-end=\"7851\">Nu este vorba despre a prezice perfect viitorul. Este despre a avea suficiente op\u021biuni atunci c\u00e2nd realitatea nu respect\u0103 planul.<\/p><p dir=\"auto\" data-start=\"7853\" data-end=\"8091\">Pentru un partener BPO, aceasta este una dintre cele mai importante forme de flexibilitate: capacitatea de a combina planificarea, oamenii, procesele \u0219i tehnologia astfel \u00eenc\u00e2t clientul final s\u0103 nu simt\u0103 presiunea din spatele opera\u021biunii.<\/p><p dir=\"auto\" data-start=\"8093\" data-end=\"8243\">V\u00e2rfurile de volum nu pot fi eliminate complet. Dar pot fi gestionate mult mai bine atunci c\u00e2nd compania nu \u00eencepe s\u0103 caute solu\u021bii abia dup\u0103 ce apar.<\/p><p dir=\"auto\" data-start=\"8093\" data-end=\"8243\">Ai nevoie de mai mult\u0103 flexibilitate \u00een perioadele cu volume ridicate?<a href=\"https:\/\/optimacall.ro\/contact-optima\/\"> Programeaz\u0103 o discu\u021bie cu Optima<\/a> \u0219i descoper\u0103 cum putem construi un model de suport adaptat ritmului opera\u021biunii tale.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/article>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5c5cc5b0 e-grid e-con-boxed e-con e-child\" data-id=\"5c5cc5b0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-749e831d elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"749e831d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.facebook.com\/optimacall4excellence\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-facebook\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b3a1dc5 elementor-widget__width-initial elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"4b3a1dc5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon elementor-animation-shrink\" href=\"https:\/\/www.linkedin.com\/company\/optima---call-for-excellence\/\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18acc40c elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"18acc40c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.instagram.com\/optima_solutions_services\/\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-instagram\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M224.1 141c-63.6 0-114.9 51.3-114.9 114.9s51.3 114.9 114.9 114.9S339 319.5 339 255.9 287.7 141 224.1 141zm0 189.6c-41.1 0-74.7-33.5-74.7-74.7s33.5-74.7 74.7-74.7 74.7 33.5 74.7 74.7-33.6 74.7-74.7 74.7zm146.4-194.3c0 14.9-12 26.8-26.8 26.8-14.9 0-26.8-12-26.8-26.8s12-26.8 26.8-26.8 26.8 12 26.8 26.8zm76.1 27.2c-1.7-35.9-9.9-67.7-36.2-93.9-26.2-26.2-58-34.4-93.9-36.2-37-2.1-147.9-2.1-184.9 0-35.8 1.7-67.6 9.9-93.9 36.1s-34.4 58-36.2 93.9c-2.1 37-2.1 147.9 0 184.9 1.7 35.9 9.9 67.7 36.2 93.9s58 34.4 93.9 36.2c37 2.1 147.9 2.1 184.9 0 35.9-1.7 67.7-9.9 93.9-36.2 26.2-26.2 34.4-58 36.2-93.9 2.1-37 2.1-147.8 0-184.8zM398.8 388c-7.8 19.6-22.9 34.7-42.6 42.6-29.5 11.7-99.5 9-132.1 9s-102.7 2.6-132.1-9c-19.6-7.8-34.7-22.9-42.6-42.6-11.7-29.5-9-99.5-9-132.1s-2.6-102.7 9-132.1c7.8-19.6 22.9-34.7 42.6-42.6 29.5-11.7 99.5-9 132.1-9s102.7-2.6 132.1 9c19.6 7.8 34.7 22.9 42.6 42.6 11.7 29.5 9 99.5 9 132.1s2.7 102.7-9 132.1z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e9befe5 elementor-absolute elementor-view-default elementor-invisible elementor-widget elementor-widget-icon\" data-id=\"e9befe5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<a class=\"elementor-icon\" href=\"https:\/\/www.tiktok.com\/@optimacall\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-tiktok\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M448,209.91a210.06,210.06,0,0,1-122.77-39.25V349.38A162.55,162.55,0,1,1,185,188.31V278.2a74.62,74.62,0,1,0,52.23,71.18V0l88,0a121.18,121.18,0,0,0,1.86,22.17h0A122.18,122.18,0,0,0,381,102.39a121.43,121.43,0,0,0,67,20.14Z\"><\/path><\/svg>\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4d41efce elementor-widget elementor-widget-button\" data-id=\"4d41efce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/optimacall.ro\/contact-optima\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-comments\" viewBox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M532 386.2c27.5-27.1 44-61.1 44-98.2 0-80-76.5-146.1-176.2-157.9C368.3 72.5 294.3 32 208 32 93.1 32 0 103.6 0 192c0 37 16.5 71 44 98.2-15.3 30.7-37.3 54.5-37.7 54.9-6.3 6.7-8.1 16.5-4.4 25 3.6 8.5 12 14 21.2 14 53.5 0 96.7-20.2 125.2-38.8 9.2 2.1 18.7 3.7 28.4 4.9C208.1 407.6 281.8 448 368 448c20.8 0 40.8-2.4 59.8-6.8C456.3 459.7 499.4 480 553 480c9.2 0 17.5-5.5 21.2-14 3.6-8.5 1.9-18.3-4.4-25-.4-.3-22.5-24.1-37.8-54.8zm-392.8-92.3L122.1 305c-14.1 9.1-28.5 16.3-43.1 21.4 2.7-4.7 5.4-9.7 8-14.8l15.5-31.1L77.7 256C64.2 242.6 48 220.7 48 192c0-60.7 73.3-112 160-112s160 51.3 160 112-73.3 112-160 112c-16.5 0-33-1.9-49-5.6l-19.8-4.5zM498.3 352l-24.7 24.4 15.5 31.1c2.6 5.1 5.3 10.1 8 14.8-14.6-5.1-29-12.3-43.1-21.4l-17.1-11.1-19.9 4.6c-16 3.7-32.5 5.6-49 5.6-54 0-102.2-20.1-131.3-49.7C338 339.5 416 272.9 416 192c0-3.4-.4-6.7-.7-10C479.7 196.5 528 238.8 528 288c0 28.7-16.2 50.6-29.7 64z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contacteaz\u0103-ne<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2569ced4 elementor-widget elementor-widget-button\" data-id=\"2569ced4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/optimacall.ro\/en\/career\/%20\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-hand-point-right\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M428.8 137.6h-86.177a115.52 115.52 0 0 0 2.176-22.4c0-47.914-35.072-83.2-92-83.2-45.314 0-57.002 48.537-75.707 78.784-7.735 12.413-16.994 23.317-25.851 33.253l-.131.146-.129.148C135.662 161.807 127.764 168 120.8 168h-2.679c-5.747-4.952-13.536-8-22.12-8H32c-17.673 0-32 12.894-32 28.8v230.4C0 435.106 14.327 448 32 448h64c8.584 0 16.373-3.048 22.12-8h2.679c28.688 0 67.137 40 127.2 40h21.299c62.542 0 98.8-38.658 99.94-91.145 12.482-17.813 18.491-40.785 15.985-62.791A93.148 93.148 0 0 0 393.152 304H428.8c45.435 0 83.2-37.584 83.2-83.2 0-45.099-38.101-83.2-83.2-83.2zm0 118.4h-91.026c12.837 14.669 14.415 42.825-4.95 61.05 11.227 19.646 1.687 45.624-12.925 53.625 6.524 39.128-10.076 61.325-50.6 61.325H248c-45.491 0-77.21-35.913-120-39.676V215.571c25.239-2.964 42.966-21.222 59.075-39.596 11.275-12.65 21.725-25.3 30.799-39.875C232.355 112.712 244.006 80 252.8 80c23.375 0 44 8.8 44 35.2 0 35.2-26.4 53.075-26.4 70.4h158.4c18.425 0 35.2 16.5 35.2 35.2 0 18.975-16.225 35.2-35.2 35.2zM88 384c0 13.255-10.745 24-24 24s-24-10.745-24-24 10.745-24 24-24 24 10.745 24 24z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Hai s\u0103 ne cunoa\u0219tem!<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Comment pr\u00e9parer vos \u00e9quipes \u00e0 faire face aux pics d'activit\u00e9 sans compromettre la qualit\u00e9 du service ? Une nouvelle campagne, une p\u00e9riode de soldes, l'\u00e9mission de factures ou un probl\u00e8me technique peuvent bouleverser en quelques heures le rythme d'un service client. Pour le client, la situation reste simple : il a besoin d\u2019aide et attend une r\u00e9ponse. Il se moque bien de savoir que [\u2026].<\/p>\n<p>Pentru echipa din spate, \u00eens\u0103, diferen\u021ba dintre o zi aglomerat\u0103 gestionat\u0103 bine \u0219i una care pune presiune pe \u00eentreaga opera\u021biune se construie\u0219te \u00eenainte ca volumul s\u0103 creasc\u0103.<\/p>","protected":false},"author":9,"featured_media":14551,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-14549","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-ro"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Cum gestionezi v\u00e2rfurile de volum f\u0103r\u0103 s\u0103 pierzi calitatea<\/title>\n<meta name=\"description\" content=\"Cum preg\u0103te\u0219ti o opera\u021biune de customer support pentru perioadele aglomerate? 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