{"id":1179,"date":"2023-10-20T12:17:29","date_gmt":"2023-10-20T10:17:29","guid":{"rendered":"https:\/\/www.musicotel.com\/blog\/?p=1179"},"modified":"2023-10-20T12:17:29","modified_gmt":"2023-10-20T10:17:29","slug":"est-ce-quon-entend-quand-on-est-en-attente-decryptage-de-lexperience-telephonique-dattente-au-telephone","status":"publish","type":"post","link":"https:\/\/www.musicotel.com\/blog\/2023\/10\/20\/est-ce-quon-entend-quand-on-est-en-attente-decryptage-de-lexperience-telephonique-dattente-au-telephone\/","title":{"rendered":"Est-ce qu&rsquo;on entend quand on est en attente ? D\u00e9cryptage de l&rsquo;exp\u00e9rience t\u00e9l\u00e9phonique d&rsquo;attente au t\u00e9l\u00e9phone"},"content":{"rendered":"\n<p>Que vous soyez du c\u00f4t\u00e9 de l&rsquo;entreprise ou de celui du client, une question intrigue souvent : est-ce que l&rsquo;appelant entend quelque chose pendant qu&rsquo;il est en attente ? L&rsquo;exp\u00e9rience d&rsquo;attente au t\u00e9l\u00e9phone est un aspect crucial de la relation client, et il est essentiel de comprendre ce que vivent les appelants lorsqu&rsquo;ils sont mis en attente. Voyons de plus pr\u00e8s ce ph\u00e9nom\u00e8ne.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Que se passe-t-il vraiment en attente ?<\/h2>\n\n\n\n<p>Lorsqu&rsquo;un client est mis en attente, il est courant d&rsquo;avoir une musique ou un message vocal qui est diffus\u00e9. Cela sert plusieurs objectifs :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Rassurer l&rsquo;appelant<\/strong> : La musique ou le message vocal permet d&rsquo;indiquer \u00e0 l&rsquo;appelant que sa demande est en cours de traitement et qu&rsquo;il n&rsquo;a pas \u00e9t\u00e9 d\u00e9connect\u00e9.<\/li><li><strong>Divertir et Informer<\/strong> : Un message d&rsquo;attente peut inclure des informations sur les produits et services de l&rsquo;entreprise, des promotions en cours, ou d&rsquo;autres informations utiles.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Les types de sons lors de l&rsquo;attente t\u00e9l\u00e9phonique<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. Musique d&rsquo;attente t\u00e9l\u00e9phonique seule<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Plusieurs \u00e9tudes ont montr\u00e9 que la musique peut r\u00e9duire le sentiment de dur\u00e9e de l&rsquo;attente et rendre l&rsquo;exp\u00e9rience plus agr\u00e9able. C&rsquo;est une version simple de l&rsquo;attente t\u00e9l\u00e9phonique qui ne permet pas de v\u00e9hiculer des informations \u00e0 l&rsquo;appelant. <\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">2. Messages d&rsquo;attente t\u00e9l\u00e9phonique personnalis\u00e9s<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Des messages d&rsquo;accueil, des promotions, ou des conseils peuvent \u00eatre diffus\u00e9s pour engager et informer l&rsquo;appelant. Ce son est int\u00e9ressant, mais il faut veiller \u00e0 avoir un message clair, efficace, concis. Entre 20 et 30 secondes est l&rsquo;id\u00e9al, voir notre article d\u00e9di\u00e9 \u00e0 la <a href=\"https:\/\/www.musicotel.com\/blog\/2023\/09\/20\/quelle-est-la-duree-ideale-pour-un-message-dattente-telephonique\/\" data-type=\"URL\" data-id=\"https:\/\/www.musicotel.com\/blog\/2023\/09\/20\/quelle-est-la-duree-ideale-pour-un-message-dattente-telephonique\/\" target=\"_blank\" rel=\"noreferrer noopener\">dur\u00e9e id\u00e9ale de l&rsquo;attente t\u00e9l\u00e9phonique<\/a>.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">3. Silence<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Dans certains cas, il n&rsquo;y a pas de son. Cela peut \u00eatre stressant pour l&rsquo;appelant car il ne sait pas s&rsquo;il a \u00e9t\u00e9 d\u00e9connect\u00e9 ou s&rsquo;il est toujours en attente. Nous d\u00e9conseillons fortement le silence qui est tr\u00e8s anxiog\u00e8ne pour l&rsquo;appelant.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi le choix du son est crucial dans l&rsquo;attente au t\u00e9l\u00e9phone ?<\/h2>\n\n\n\n<p>Le choix du type et du volume du son est tr\u00e8s important. Un volume trop fort ou une musique inappropri\u00e9e peut irriter l&rsquo;appelant. Il est donc crucial de bien penser \u00e0 l&rsquo;exp\u00e9rience utilisateur lorsque vous choisissez quoi diffuser. Ce n&rsquo;est pas un choix anodin et c&rsquo;est pour \u00e7a qu&rsquo;il faut avoir le sens du d\u00e9tail : la musique, le texte, la voix, la dur\u00e9e, tout compte quand on fait attendre au t\u00e9l\u00e9phone ! <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les meilleures pratiques pour une attente t\u00e9l\u00e9phonique de qualit\u00e9<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Qualit\u00e9 du Son<\/strong>: Assurez-vous que la qualit\u00e9 du son est excellente pour ne pas fatiguer ou irriter l&rsquo;oreille de l&rsquo;appelant.<\/li><li><strong>Vari\u00e9t\u00e9<\/strong>: Alternez entre diff\u00e9rents types de contenus (musique, messages, informations) pour \u00e9viter la monotonie.<\/li><li><strong>Mise \u00e0 Jour<\/strong>: Gardez le contenu \u00e0 jour, en particulier si des promotions ou des \u00e9v\u00e9nements sont mentionn\u00e9s.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Une opportunit\u00e9 de communication \u00e0 ne pas manquer<\/h2>\n\n\n\n<p>La p\u00e9riode d&rsquo;attente est souvent sous-estim\u00e9e, mais elle offre une excellente opportunit\u00e9 d&rsquo;engager et d&rsquo;informer vos clients. Vous ne pouvez pas \u00e9viter de mettre les gens en attente, mais vous pouvez contr\u00f4ler ce qu&rsquo;ils entendent pendant ce temps. Cela peut non seulement am\u00e9liorer leur exp\u00e9rience globale, mais aussi augmenter leurs chances de rester engag\u00e9s et satisfaits avec votre service.<\/p>\n\n\n\n<p>Besoin d&rsquo;aide pour optimiser l&rsquo;exp\u00e9rience d&rsquo;attente t\u00e9l\u00e9phonique dans votre entreprise ? Contactez <a href=\"https:\/\/www.musicotel.com\" data-type=\"URL\" data-id=\"https:\/\/www.musicotel.com\" target=\"_blank\" rel=\"noreferrer noopener\">MusicoTel.com<\/a> d\u00e8s aujourd&rsquo;hui pour explorer nos solutions personnalis\u00e9es en mati\u00e8re de messages et de musique d&rsquo;attente !<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Que vous soyez du c\u00f4t\u00e9 de l&rsquo;entreprise ou de celui du client, une question intrigue souvent : est-ce que l&rsquo;appelant entend quelque chose pendant qu&rsquo;il est en attente ? L&rsquo;exp\u00e9rience d&rsquo;attente au t\u00e9l\u00e9phone est un aspect crucial de la relation client, et il est essentiel de comprendre ce que vivent les appelants lorsqu&rsquo;ils sont mis en attente. Voyons de plus pr\u00e8s ce ph\u00e9nom\u00e8ne.<\/p>\n","protected":false},"author":2,"featured_media":1180,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"colormag_page_layout":"default_layout","footnotes":""},"categories":[19,18],"tags":[32,42,100],"class_list":["post-1179","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-boite-vocale-messagerie-repondeur-attente-telephonique","category-telephonie","tag-attente-telephonique","tag-experience-client","tag-son"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Est-ce qu&#039;on entend quand on est en attente ? D\u00e9cryptage de l&#039;exp\u00e9rience t\u00e9l\u00e9phonique d&#039;attente au t\u00e9l\u00e9phone - Service client en actus par MusicoTel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.musicotel.com\/blog\/2023\/10\/20\/est-ce-quon-entend-quand-on-est-en-attente-decryptage-de-lexperience-telephonique-dattente-au-telephone\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Est-ce qu&#039;on entend quand on est en attente ? D\u00e9cryptage de l&#039;exp\u00e9rience t\u00e9l\u00e9phonique d&#039;attente au t\u00e9l\u00e9phone - Service client en actus par MusicoTel\" \/>\n<meta property=\"og:description\" content=\"Que vous soyez du c\u00f4t\u00e9 de l&#039;entreprise ou de celui du client, une question intrigue souvent : est-ce que l&#039;appelant entend quelque chose pendant qu&#039;il est en attente ? L&#039;exp\u00e9rience d&#039;attente au t\u00e9l\u00e9phone est un aspect crucial de la relation client, et il est essentiel de comprendre ce que vivent les appelants lorsqu&#039;ils sont mis en attente. Voyons de plus pr\u00e8s ce ph\u00e9nom\u00e8ne.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.musicotel.com\/blog\/2023\/10\/20\/est-ce-quon-entend-quand-on-est-en-attente-decryptage-de-lexperience-telephonique-dattente-au-telephone\/\" \/>\n<meta property=\"og:site_name\" content=\"Service client en actus par MusicoTel\" \/>\n<meta property=\"article:published_time\" content=\"2023-10-20T10:17:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.musicotel.com\/blog\/wp-content\/uploads\/2023\/10\/DALL\u00b7E-2023-10-20-12.17.14-Photo-of-a-person-with-a-puzzled-expression-holding-a-phone-to-their-ear-surrounded-by-sound-waves-and-musical-notes-representing-the-sounds-heard-.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"1024\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Alain Goudey\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Alain Goudey\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.musicotel.com\/blog\/2023\/10\/20\/est-ce-quon-entend-quand-on-est-en-attente-decryptage-de-lexperience-telephonique-dattente-au-telephone\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.musicotel.com\/blog\/2023\/10\/20\/est-ce-quon-entend-quand-on-est-en-attente-decryptage-de-lexperience-telephonique-dattente-au-telephone\/\"},\"author\":{\"name\":\"Alain Goudey\",\"@id\":\"https:\/\/www.musicotel.com\/blog\/#\/schema\/person\/0ad83734a0e6a814ea64eccc3d2afd27\"},\"headline\":\"Est-ce qu&rsquo;on entend quand on est en attente ? 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