{"id":21444,"date":"2023-04-17T06:25:08","date_gmt":"2023-04-17T06:25:08","guid":{"rendered":"http:\/\/localhost:8080\/?p=21444"},"modified":"2023-04-17T06:25:08","modified_gmt":"2023-04-17T06:25:08","slug":"projet-d-evolution-du-service-client-n2-information","status":"publish","type":"post","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/2023\/04\/17\/projet-d-evolution-du-service-client-n2-information\/","title":{"rendered":"Projet d\u2019\u00e9volution du service client N2 (information)"},"content":{"rendered":"<p>Le dossier \u00e9voque un d\u00e9s\u00e9quilibre de la charge de travail li\u00e9 \u00e0 la taille critique des \u00e9quipes dans un contexte de baisse des activit\u00e9s. Il s\u2019agit d\u2019orienter les salari\u00e9s sur des m\u00e9tiers plus valorisants sur le territoire et d\u2019optimiser la r\u00e9ponse au client pour se diff\u00e9rencier de nos concurrents.<\/p>\n<p>Ce projet d\u2019\u00e9volution porte sur les points suivants :<\/p>\n<ul>\n<li>Renforcer les m\u00e9tiers \u00e0 valeur ajout\u00e9e, r\u00e9clamations et gestion<\/li>\n<li>D\u00e9velopper la polycomp\u00e9tence<\/li>\n<li><strong>Transf\u00e9rer l\u2019activit\u00e9 recouvrement Home <\/strong><em>(3 conseillers \u00e0 date)<\/em><strong> aupr\u00e8s de partenaires externes <\/strong><\/li>\n<li>Atteindre un NPS (satisfaction client) \u00e0 40 \u00e0 l\u2019horizon 2025<\/li>\n<\/ul>\n<p>Ainsi, l\u2019organisation cible s\u2019en trouve simplifi\u00e9e et comprendrai 3 p\u00f4les d\u2019activit\u00e9&nbsp;:<\/p>\n<ul>\n<li>Le p\u00f4le d\u2019activit\u00e9s Home qui regroupe la r\u00e9clamation et la gestion Home<\/li>\n<li>Le p\u00f4le d\u2019activit\u00e9s Mobile qui regroupe la r\u00e9clamation et la gestion mobile<\/li>\n<li>Le p\u00f4le des sp\u00e9cialistes qui regroupe les activit\u00e9s complexes multi univers (home et mobile)<\/li>\n<\/ul>\n<p>La caract\u00e9ristique des p\u00f4les Home et mobile est la poly comp\u00e9tence qui permettra, selon le porteur, une meilleure r\u00e9partition de la charge de travail et facilitera la mont\u00e9e en comp\u00e9tence sur les deux univers. L\u2019effectif (26) avant et apr\u00e8s reste identique.<\/p>\n<p>Un dispositif de mont\u00e9e en comp\u00e9tence et d\u2019accompagnement est pr\u00e9vu tout comme le transfert du flux recouvrement.<\/p>\n<h4>Analyse de la CFE-CGC Orange<\/h4>\n<p>Cette \u00e9volution du service client N2 est li\u00e9e \u00e0 une baisse d\u2019activit\u00e9 du domaine. Elle a l\u2019avantage de <strong>maintenir l\u2019activit\u00e9 sur site<\/strong> en offrant <strong>aux salari\u00e9s<\/strong> la possibilit\u00e9 d\u2019une <strong>mont\u00e9e en comp\u00e9tence<\/strong> sur des <strong>activit\u00e9s<\/strong> \u00e0 plus <strong>forte valeur ajout\u00e9e<\/strong> sans baisse d\u2019effectif. Ce projet de mutualisation des comp\u00e9tences sur un m\u00eame domaine vise \u00e0 redonner une <strong>dynamique au collectif<\/strong>. <br \/> N\u00e9anmoins, il nous a paru judicieux, comme \u00e0 l\u2019ensemble des \u00e9lus, de saisir le CSSCT pour une \u00e9tude d\u2019impact humain. Rendez-vous \u00e0 la phase consultation pr\u00e9vue en mai.<\/p>\n<p><a href=\"http:\/\/localhost:8080\/wp-content\/uploads\/2023\/04\/essentiel_cse_dorm_30_mars_vf.pdf\" class=\"wf_file\"><img decoding=\"async\" src=\"http:\/\/localhost:8080\/wp-content\/uploads\/2010\/11\/pdf.png\" alt=\"pdf\" class=\"wf_file_icon\" style=\"border: 0px; vertical-align: middle; max-width: inherit;\"><span class=\"wf_file_text\">Tous les sujets de l&rsquo;essentiel<\/span><\/a><\/p>\n<p><a href=\"2023041713053\/do-reunion-mayotte\/essentiel-du-cse-dorm-mars-2023.html\">Retour au sommaire<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le dossier \u00e9voque un d\u00e9s\u00e9quilibre de la charge de travail li\u00e9 \u00e0 la taille critique des \u00e9quipes dans un contexte de baisse des activit\u00e9s. Il s\u2019agit d\u2019orienter les salari\u00e9s sur [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":12,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[79],"tags":[],"class_list":["post-21444","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-do-reunion-mayotte"],"blog_post_layout_featured_media_urls":{"thumbnail":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"full":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false]},"categories_names":{"79":{"name":"DO-R\u00e9union-Mayotte","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/category\/etablissements\/directions-orange\/do-reunion-mayotte\/"}},"tags_names":[],"comments_number":"0","wpmagazine_modules_featured_media_urls":{"thumbnail":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-medium":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-medium-plus":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-portrait":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-medium-square":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-large":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"cvmm-small":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false],"full":["https:\/\/dev.cfecgc-orange.app\/wp-content\/uploads\/2010\/11\/pdf.png",20,20,false]},"_links":{"self":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/21444","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/comments?post=21444"}],"version-history":[{"count":0,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/21444\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media\/12"}],"wp:attachment":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media?parent=21444"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/categories?post=21444"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/tags?post=21444"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}