{"id":16307,"date":"2024-09-04T23:29:08","date_gmt":"2024-09-04T23:29:08","guid":{"rendered":"https:\/\/sdo.co.mz\/?p=16307"},"modified":"2024-09-24T13:20:19","modified_gmt":"2024-09-24T13:20:19","slug":"tempos-medios-de-atendimento","status":"publish","type":"post","link":"https:\/\/sdo.co.mz\/en\/tempos-medios-de-atendimento\/","title":{"rendered":"Tempos M\u00e9dios de Atendimento"},"content":{"rendered":"
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No contexto mo\u00e7ambicano, a satisfa\u00e7\u00e3o do cliente est\u00e1 a ganhar uma crescente aten\u00e7\u00e3o, \u00e0 medida que mais empresas reconhecem a import\u00e2ncia de proporcionar uma excelente experi\u00eancia de atendimento aos seus clientes<\/strong>. Num mercado onde a competitividade \u00e9 moldada tanto por factores econ\u00f3micos quanto sociais, o tempo m\u00e9dio de atendimento emerge como um indicador crucial de qualidade.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Em Mo\u00e7ambique, onde os desafios ao n\u00edvel das comunica\u00e7\u00f5es (infraestruturas e\/ou conectividade) ainda representam barreiras significativas, o tempo de resposta das empresas pode ser um factor determinante na reten\u00e7\u00e3o e satisfa\u00e7\u00e3o dos clientes<\/strong>. Com o aumento do acesso \u00e0 tecnologia, as expectativas dos clientes t\u00eam alinhado mais com as tend\u00eancias globais, onde a rapidez no atendimento n\u00e3o \u00e9 apenas um desejo, mas uma necessidade.<\/strong> Todavia, esta necessidade ainda \u00e9 negligenciada por algumas empresas,<\/strong> principalmente aquelas que lideram nos seus sectores ou aquelas que det\u00e9m algum monop\u00f3lio.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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A rela\u00e7\u00e3o entre tempos baixos de atendimento e satisfa\u00e7\u00e3o do cliente, na nossa realidade, pode ser compreendida \u00e0 luz de v\u00e1rios factores espec\u00edficos do pr\u00f3prio pa\u00eds. Em primeiro lugar, a escassez de tempo e os desafios di\u00e1rios enfrentados pelos cidad\u00e3os, como transporte e acesso limitado a servi\u00e7os, tornam a rapidez no atendimento uma prioridade. Em segundo lugar, os clientes costumam aproveitar os tempos de intervalo nos seus locais de trabalho para procurar um servi\u00e7o. Ou tentam faz\u00ea-lo no in\u00edcio do dia, atrasando ligeiramente a sua entrada no seu local de trabalho, ou no final do dia, terminando a sua jornada laboral ligeiramente mais cedo. Por isso, quando estes poucos tempos livres se revelam insuficientes, os clientes ficam insatisfeitos.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Um estudo da McKinsey & Company destaca que, em mercados emergentes como Mo\u00e7ambique, a rapidez e a conveni\u00eancia no atendimento s\u00e3o factores essenciais para criar uma experi\u00eancia positiva para o cliente<\/strong>, especialmente em sectores como o banc\u00e1rio e telecomunica\u00e7\u00f5es.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Recordo-me de uma consultoria que realiz\u00e1mos na SDO Mo\u00e7ambique para um cliente do sector de seguros. Depois de analisar os processos internos do cliente e realizar o benchmarking <\/em>do seu sector, identific\u00e1mos que, para aquela seguradora destacar-se no mercado no quesito da experi\u00eancia do cliente, o tempo m\u00e9dio de atendimento nos balc\u00f5es n\u00e3o devia exceder a linha dos 10 (dez) minutos. Depois de identificado esse tempo, a Administra\u00e7\u00e3o decidiu que se devia imprimir e colar em todos os balc\u00f5es a indica\u00e7\u00e3o desse tempo m\u00e9dio, num espa\u00e7o que fosse vis\u00edvel tanto para os colaboradores, quanto para os clientes e demais utentes. No in\u00edcio, na fase piloto, aquela informa\u00e7\u00e3o foi colocada no balc\u00e3o-sede. O resto seguiu o curso normal que t\u00ednhamos proposto, que passava pela forma\u00e7\u00e3o de todas as pessoas ligadas ao atendimento e sensibiliza\u00e7\u00e3o do pessoal dos servi\u00e7os centrais. Foram tamb\u00e9m aprimorados alguns processos internos, o que permitiu a colagem do tempo m\u00e9dio nos restantes balc\u00f5es. Em pouco tempo, os tempos m\u00e9dios e a qualidade do atendimento melhoraram, e, por conseguinte, o \u00edndice de satisfa\u00e7\u00e3o dos clientes (CSAT), medido uns seis meses depois, subiu.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Embora existam alguns bons exemplos, o contexto mo\u00e7ambicano ainda apresenta desafios \u00fanicos, como a desigualdade no acesso \u00e0 internet e a falta de infraestruturas robustas, o que impacta nas comunica\u00e7\u00f5es e, consequentemente, nos tempos de resposta das empresas.<\/strong> No entanto, estas mesmas dificuldades apresentam oportunidades para as empresas que pretendam inovar e adaptar as suas estrat\u00e9gias para atender \u00e0s necessidades dos seus clientes.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Investir em solu\u00e7\u00f5es digitais, eliminando a excessiva burocracia baseada no papel, e treinar as equipas de atendimento ao cliente com ferramentas adequadas para um atendimento r\u00e1pido e personalizado, s\u00e3o passos essenciais para superar esses desafios. Empresas que priorizam a rapidez e a efici\u00eancia no atendimento est\u00e3o mais bem posicionadas para oferecer uma experi\u00eancia de qualidade<\/strong>, que, por sua vez, potencia uma maior fidelidade dos clientes e melhores resultados empresariais.<\/strong> A m\u00e9trica do tempo m\u00e9dio de atendimento,<\/strong> portanto, torna-se um indicador essencial de efici\u00eancia<\/strong>, especialmente num pa\u00eds onde a confian\u00e7a nas institui\u00e7\u00f5es ainda est\u00e1 em fase de consolida\u00e7\u00e3o.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Refer\u00eancia:<\/p>

1. McKinsey & Company. Unlocking the potential of emerging markets<\/em>. Acesso em: https:\/\/www.mckinsey.com\/featured-insights\/urbanization\/unlocking-the-potential-of-emerging-market-cities<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"Vicente_Foto_Assinatura_Artigo_v3-removebg-preview-min\"<\/a><\/figure>

Vicente Sitoe<\/a><\/h3>

Executive Director | Partner<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

No contexto mo\u00e7ambicano, a satisfa\u00e7\u00e3o do cliente est\u00e1 a ganhar uma crescente aten\u00e7\u00e3o, \u00e0 medida que mais empresas reconhecem a import\u00e2ncia de proporcionar uma excelente experi\u00eancia de atendimento aos seus clientes. Num mercado onde a competitividade \u00e9 moldada tanto por factores econ\u00f3micos quanto sociais, o tempo m\u00e9dio de atendimento emerge […]<\/p>\n","protected":false},"author":3,"featured_media":13835,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[42],"tags":[],"class_list":["post-16307","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artigos"],"yoast_head":"\nTempos M\u00e9dios de Atendimento - Vicente Sitoe<\/title>\n<meta name=\"description\" content=\"A gest\u00e3o de pessoas nas organiza\u00e7\u00f5es tem passado por transforma\u00e7\u00f5es constantes, reflectindo mudan\u00e7as na expectativa de como os Colaboradores..\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sdo.co.mz\/en\/tempos-medios-de-atendimento\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tempos M\u00e9dios de Atendimento\" \/>\n<meta property=\"og:description\" content=\"A gest\u00e3o de pessoas nas organiza\u00e7\u00f5es tem passado por transforma\u00e7\u00f5es constantes, reflectindo mudan\u00e7as na expectativa de como os Colaboradores..\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sdo.co.mz\/en\/tempos-medios-de-atendimento\/\" \/>\n<meta property=\"og:site_name\" content=\"SDO Mo\u00e7ambique\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/sdo.mozambique\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-09-04T23:29:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-24T13:20:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sdo.co.mz\/wp-content\/uploads\/2024\/04\/banner-vincete-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1600\" \/>\n\t<meta property=\"og:image:height\" content=\"500\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"SDO Mo\u00e7ambique\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"SDO Mo\u00e7ambique\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/sdo.co.mz\\\/tempos-medios-de-atendimento\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/sdo.co.mz\\\/tempos-medios-de-atendimento\\\/\"},\"author\":{\"name\":\"SDO Mo\u00e7ambique\",\"@id\":\"https:\\\/\\\/sdo.co.mz\\\/#\\\/schema\\\/person\\\/95454cf15248ee2494810629a9d16dd3\"},\"headline\":\"Tempos M\u00e9dios de Atendimento\",\"datePublished\":\"2024-09-04T23:29:08+00:00\",\"dateModified\":\"2024-09-24T13:20:19+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/sdo.co.mz\\\/tempos-medios-de-atendimento\\\/\"},\"wordCount\":741,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/sdo.co.mz\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/sdo.co.mz\\\/tempos-medios-de-atendimento\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/sdo.co.mz\\\/wp-content\\\/uploads\\\/2024\\\/04\\\/banner-vincete-1.png\",\"articleSection\":[\"Artigos\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/sdo.co.mz\\\/tempos-medios-de-atendimento\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/sdo.co.mz\\\/tempos-medios-de-atendimento\\\/\",\"url\":\"https:\\\/\\\/sdo.co.mz\\\/tempos-medios-de-atendimento\\\/\",\"name\":\"Tempos M\u00e9dios de Atendimento - 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