{"id":2653,"date":"2011-05-02T12:20:46","date_gmt":"2011-05-02T12:20:46","guid":{"rendered":"http:\/\/localhost:8080\/?p=2653"},"modified":"2011-05-02T12:20:46","modified_gmt":"2011-05-02T12:20:46","slug":"wrap-up-qu-est-ce-c-est","status":"publish","type":"post","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/2011\/05\/02\/wrap-up-qu-est-ce-c-est\/","title":{"rendered":"Wrap up : qu\u2019est ce c\u2019est ?"},"content":{"rendered":"<p>Les m\u00e9tiers de la relation client par t\u00e9l\u00e9phone sont particuli\u00e8rement expos\u00e9s aux risques psycho sociaux . Dans l\u2019exercice de ces m\u00e9tiers&nbsp; un terme barbare&nbsp; revient souvent<b>&nbsp;: Wrap up<\/b><\/p>\n<p>Explication&nbsp;:<\/p>\n<p>en fin d\u2019\u00e9changes avec le client , le conseiller en plateau d\u2019appels dispose d\u2019un temps programm\u00e9 tr\u00e8s bref pour&nbsp; terminer son appel et clore le tra\u00e7age en cours avant l\u2019acceuil du client suivant.<\/p>\n<p>Sans action de sa part pour sortir de l\u2019\u00e9tat de r\u00e9ception d\u2019appel un nouvel appel interviendra au bout de quelques secondes. (7 en moyenne)<b> <\/b><\/p>\n<p><b>&nbsp;<\/b><\/p>\n<p>Le Wrap up est donc<b> <\/b>au sens fonctionnel, la proc\u00e8dure mise en place pour assurer la mise en relation du client avec le conseiller sur un plateau&nbsp;d\u2019appels.<\/p>\n<p>Pour l&rsquo;entreprise, cette mise en relation automatique via le standart t\u00e9l\u00e9phonique (IPBX en l&rsquo;occurence) garantit un niveau de production pr\u00e9-defini.<\/p>\n<p>Pour les salari\u00e9s<b>, <\/b>c\u2019est une source importante de stress mise&nbsp; en \u00e9vidence par le rapport Technologia .<a href=\"http:\/\/www.observatoiredustressft.org\/\">http:\/\/www.observatoiredustressft.org<\/a><\/p>\n<p>C\u2019est pourquoi la <b>CFE-CGC\/Unsa <\/b>&nbsp;se bat pour que le Wrap up libre dit non contraint devienne&nbsp; la norme<\/p>\n<p>Ainsi dans certaines UAT apr\u00e8s exp\u00e9rimentation et accord local&nbsp; il a \u00e9t\u00e9 mis en place le principe du Wrap up libre&nbsp;: c\u2019est d\u00e9sormais le conseiller qui d\u00e9clenche la mise en relation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les m\u00e9tiers de la relation client par t\u00e9l\u00e9phone sont particuli\u00e8rement expos\u00e9s aux risques psycho sociaux . Dans l\u2019exercice de ces m\u00e9tiers&nbsp; un terme barbare&nbsp; revient souvent&nbsp;: Wrap up Explication&nbsp;: en [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[41],"tags":[],"class_list":["post-2653","post","type-post","status-publish","format-standard","hentry","category-relation-client"],"blog_post_layout_featured_media_urls":{"thumbnail":"","full":""},"categories_names":{"41":{"name":"USC - Unit\u00e9 Service Clients","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/category\/rmn\/relation-client\/"}},"tags_names":[],"comments_number":"0","wpmagazine_modules_featured_media_urls":{"thumbnail":"","cvmm-medium":"","cvmm-medium-plus":"","cvmm-portrait":"","cvmm-medium-square":"","cvmm-large":"","cvmm-small":"","full":""},"_links":{"self":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/2653","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=2653"}],"version-history":[{"count":0,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/2653\/revisions"}],"wp:attachment":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media?parent=2653"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/categories?post=2653"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/tags?post=2653"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}