{"id":9742,"date":"2025-05-05T17:00:00","date_gmt":"2025-05-05T14:00:00","guid":{"rendered":"https:\/\/optimacall.ro\/?p=9742"},"modified":"2025-04-29T17:04:54","modified_gmt":"2025-04-29T14:04:54","slug":"cosa-significano-kpi-e-altri-termini-interessanti-per-i-call-center","status":"publish","type":"post","link":"https:\/\/optimacall.ro\/it\/cosa-significano-kpi-e-altri-termini-interessanti-per-i-call-center\/","title":{"rendered":"Cosa significano i KPI (e altri termini interessanti) nei call center"},"content":{"rendered":"<style>.elementor-9742 .elementor-element.elementor-element-e2c6525{--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;overflow:visible;}.elementor-9742 .elementor-element.elementor-element-e2c6525.e-con{--flex-grow:0;--flex-shrink:0;}.elementor-widget-image .widget-image-caption{color:var( --e-global-color-text 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--e-global-typography-text-font-size );line-height:var( --e-global-typography-text-line-height );}.elementor-widget-heading .elementor-heading-title{font-size:var( --e-global-typography-primary-font-size );line-height:var( --e-global-typography-primary-line-height );}.elementor-9742 .elementor-element.elementor-element-deac12e .elementor-heading-title{font-size:var( --e-global-typography-secondary-font-size );line-height:var( --e-global-typography-secondary-line-height );}.elementor-widget-text-editor{font-size:var( --e-global-typography-text-font-size );line-height:var( --e-global-typography-text-line-height );}.elementor-9742 .elementor-element.elementor-element-edfc5c8{--e-con-grid-template-columns:repeat(1, 1fr);--grid-auto-flow:row;}.elementor-widget-button .elementor-button{font-size:var( --e-global-typography-accent-font-size );line-height:var( --e-global-typography-accent-line-height );}}<\/style>\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9742\" class=\"elementor elementor-9742\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e2c6525 e-flex e-con-boxed e-con e-parent\" data-id=\"e2c6525\" 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-487ddb1 elementor-widget elementor-widget-image\" data-id=\"487ddb1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" 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=\"1080\" src=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2.png\" class=\"attachment-full size-full wp-image-9743\" alt=\"KPI e altri termini interessanti\" srcset=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2.png 1920w, https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2-300x169.png 300w, https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2-1024x576.png 1024w, https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2-768x432.png 768w, https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2-1536x864.png 1536w, https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2-2048x1152.png 2048w, https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2-18x10.png 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-deac12e elementor-widget elementor-widget-heading\" data-id=\"deac12e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Cosa significano i KPI (e altri termini interessanti) nei call center<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a98ecd9 elementor-widget elementor-widget-text-editor\" data-id=\"a98ecd9\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"\" data-start=\"365\" data-end=\"611\">Avete sentito parlare di \"KPI\", \"CR\" o \"Ticket\" e avete annuito come se aveste capito, ma nella vostra mente c'era ancora del buffering? Niente panico! Vi spieghiamo in modo semplice e chiaro, senza gergo aziendale, cosa significano questi termini quando lavorate in un call center.<\/p><h2 class=\"\" data-start=\"613\" data-end=\"649\">KPI = quanto bene si fa il proprio lavoro<\/h2><p class=\"\" data-start=\"651\" data-end=\"898\">KPI \u00e8 l'acronimo di Key Performance Indicators (Indicatori di prestazione chiave), ma in breve \u00e8 il vostro elenco di <strong data-start=\"725\" data-end=\"744\">obiettivi intelligenti<\/strong>. Avete centrato questi obiettivi? Le persone vedono che avete capacit\u00e0 reali e meritate un applauso. Li manchi? Non \u00e8 una tragedia, ma sicuramente non brillerete nelle classifiche nazionali.<\/p><p class=\"\" data-start=\"900\" data-end=\"967\"><strong data-start=\"900\" data-end=\"913\">In poche parole:<\/strong> fare bene il proprio lavoro \u2192 diventare un top performer del team.<\/p><h2 class=\"\" data-start=\"969\" data-end=\"1035\">CR (Contact Rate) = l'efficacia nel parlare con i clienti<\/h2><p class=\"\" data-start=\"1037\" data-end=\"1270\">CR sta per <strong data-start=\"1049\" data-end=\"1065\">Tariffa di contatto<\/strong> e misurare quanti clienti siete riusciti a contattare tra tutte le chiamate o interazioni.<br data-start=\"1165\" data-end=\"1168\" \/>Non si tratta solo di telefonare o mandare messaggi, ma di parlare con le persone e avere una vera conversazione.<\/p><p class=\"\" data-start=\"1272\" data-end=\"1354\"><strong data-start=\"1272\" data-end=\"1285\">In poche parole:<\/strong> pi\u00f9 contatti di successo \u2192 pi\u00f9 possibilit\u00e0 di successo nei risultati.<\/p><h2 class=\"\" data-start=\"1356\" data-end=\"1387\">Biglietto = la vostra missione quotidiana<\/h2><p class=\"\" data-start=\"1389\" data-end=\"1551\">Un \"ticket\" \u00e8 una richiesta del cliente. In pratica, una piccola \"missione\" da risolvere. Con ogni ticket chiuso con successo, si acquisisce esperienza e si cresce come professionisti.<\/p><p class=\"\" data-start=\"1553\" data-end=\"1622\"><strong data-start=\"1553\" data-end=\"1566\">In poche parole:<\/strong> ogni biglietto completato = un passaggio al livello successivo.<\/p><h2 class=\"\" data-start=\"1624\" data-end=\"1672\">Esperienza del cliente = l'atmosfera che lasciate<\/h2><p class=\"\" data-start=\"1674\" data-end=\"1874\">Esperienza del cliente significa <strong data-start=\"1731\" data-end=\"1787\">come si sentono i clienti dopo aver interagito con voi<\/strong>. Non \u00e8 necessario fare magie: basta essere cordiali, ascoltare e offrire soluzioni rapide.<\/p><p class=\"\" data-start=\"1876\" data-end=\"1950\"><strong data-start=\"1876\" data-end=\"1889\">In poche parole:<\/strong> una chiacchierata amichevole = clienti soddisfatti e riconoscenti.<\/p><h2 class=\"\" data-start=\"1952\" data-end=\"2005\">Feedback = la chiave del vostro aggiornamento professionale<\/h2><p class=\"\" data-start=\"2007\" data-end=\"2195\">Il feedback ricevuto dai colleghi o dai manager non \u00e8 una critica gratuita, ma \u00e8 un'opinione. <strong data-start=\"2081\" data-end=\"2103\">una fonte di aggiornamento<\/strong>. Vi mostra cosa fate bene e cosa potete migliorare. Accettatelo, applicatelo e vedrete come crescerete.<\/p><p class=\"\" data-start=\"2197\" data-end=\"2254\"><strong data-start=\"2197\" data-end=\"2210\">In poche parole:<\/strong> Feedback = codice per la carriera.<\/p><hr class=\"\" data-start=\"2256\" data-end=\"2259\" \/><h2 class=\"\" data-start=\"2261\" data-end=\"2270\">IN PAROLE POVERE?<\/h2><p class=\"\" data-start=\"2272\" data-end=\"2424\">Il lavoro in un call center non \u00e8 solo \"Salve, come posso aiutarla?\". Si tratta di:<br data-start=\"2353\" data-end=\"2356\" \/>\u2705 competenze reali,<br data-start=\"2374\" data-end=\"2377\" \/>Vibrazioni positive,<br data-start=\"2392\" data-end=\"2395\" \/>\u2705 rapida crescita di carriera.<\/p><p class=\"\" data-start=\"2426\" data-end=\"2509\">Vieni con la tua energia \u2192 impara, cresci e diventa un vero protagonista dell'ufficio. \ud83d\ude80<\/p><p class=\"\" data-start=\"2511\" data-end=\"2578\"><a href=\"https:\/\/optimacall.ro\/it\/carriere\/\"><strong data-start=\"2511\" data-end=\"2526\">Candidarsi ora<\/strong><\/a> e costruiamo insieme la vostra storia di successo!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-edfc5c8 e-grid e-con-boxed e-con e-child\" data-id=\"edfc5c8\" 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 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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\">Conosciamoci!<\/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>","protected":false},"excerpt":{"rendered":"<p>Ce \u00eenseamn\u0103 KPI (\u0219i al\u021bi termeni cool) \u00een call center Ai auzit de \u201eKPI\u201d, \u201eCR\u201d sau \u201eTicket\u201d \u0219i ai dat din cap ca \u0219i cum ai \u00een\u021beles, dar \u00een mintea ta era \u00eenc\u0103 buffering? Nu e panic\u0103! \u00ce\u021bi explic\u0103m simplu \u0219i clar, f\u0103r\u0103 jargon corporate, ce \u00eenseamn\u0103 ace\u0219ti termeni atunci c\u00e2nd lucrezi \u00eentr-un call center. [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":9743,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-9742","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-ro"],"desktop_mode_lock":null,"desktop_mode_contributors":[],"desktop_mode_attached_media":[9743],"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>Ce \u00eenseamn\u0103 KPI (\u0219i al\u021bi termeni cool) \u00een call center<\/title>\n<meta name=\"description\" content=\"Ai auzit de \u201eKPI\u201d, \u201eCR\u201d sau \u201eTicket\u201d \u0219i ai dat din cap ca \u0219i cum ai \u00een\u021beles, dar \u00een mintea ta era \u00eenc\u0103 buffering? Nu e panic\u0103! \u00ce\u021bi explic\u0103m simplu \u0219i clar, f\u0103r\u0103 jargon corporate, ce \u00eenseamn\u0103 ace\u0219ti termeni atunci c\u00e2nd lucrezi \u00eentr-un call center.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/optimacall.ro\/it\/cosa-significano-kpi-e-altri-termini-interessanti-per-i-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ce \u00eenseamn\u0103 KPI (\u0219i al\u021bi termeni cool) \u00een call center\" \/>\n<meta property=\"og:description\" content=\"Ai auzit de \u201eKPI\u201d, \u201eCR\u201d sau \u201eTicket\u201d \u0219i ai dat din cap ca \u0219i cum ai \u00een\u021beles, dar \u00een mintea ta era \u00eenc\u0103 buffering? Nu e panic\u0103! \u00ce\u021bi explic\u0103m simplu \u0219i clar, f\u0103r\u0103 jargon corporate, ce \u00eenseamn\u0103 ace\u0219ti termeni atunci c\u00e2nd lucrezi \u00eentr-un call center.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/optimacall.ro\/it\/cosa-significano-kpi-e-altri-termini-interessanti-per-i-call-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Optima\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/optimacall4excellence\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-05T14:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/optimacall.ro\/wp-content\/uploads\/2025\/04\/Banner-articole-Mai-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2240\" \/>\n\t<meta property=\"og:image:height\" content=\"1260\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Lungu Georgiana\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Scritto da\" \/>\n\t<meta name=\"twitter:data1\" content=\"Lungu Georgiana\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tempo di lettura stimato\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minuti\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/\"},\"author\":{\"name\":\"Lungu Georgiana\",\"@id\":\"https:\\\/\\\/optimacall.ro\\\/#\\\/schema\\\/person\\\/bfc6d7b85ac797851f1c25ccc9162f17\"},\"headline\":\"Ce \u00eenseamn\u0103 KPI (\u0219i al\u021bi termeni cool) \u00een call center\",\"datePublished\":\"2025-05-05T14:00:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/\"},\"wordCount\":423,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/optimacall.ro\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/optimacall.ro\\\/wp-content\\\/uploads\\\/2025\\\/04\\\/Banner-articole-Mai-2.png\",\"articleSection\":[\"Uncategorized @ro\"],\"inLanguage\":\"it-IT\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/\",\"url\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/\",\"name\":\"Ce \u00eenseamn\u0103 KPI (\u0219i al\u021bi termeni cool) \u00een call center\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/optimacall.ro\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/optimacall.ro\\\/ce-inseamna-kpi-si-alti-termeni-cool-in-call-center\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/optimacall.ro\\\/wp-content\\\/uploads\\\/2025\\\/04\\\/Banner-articole-Mai-2.png\",\"datePublished\":\"2025-05-05T14:00:00+00:00\",\"description\":\"Ai auzit de \u201eKPI\u201d, \u201eCR\u201d sau \u201eTicket\u201d \u0219i ai dat din cap ca \u0219i cum ai \u00een\u021beles, dar \u00een mintea ta era \u00eenc\u0103 buffering? 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