{"id":4795,"date":"2024-05-27T07:24:19","date_gmt":"2024-05-27T05:24:19","guid":{"rendered":"https:\/\/www.psanihrave.cz\/blog\/?p=4795"},"modified":"2024-08-07T20:07:59","modified_gmt":"2024-08-07T18:07:59","slug":"pripadova-studie-psani-hrave-jako-nezbytna-soucast-treninku-operatoru-v-o2","status":"publish","type":"post","link":"https:\/\/www.psanihrave.cz\/blog\/firmy\/pripadova-studie-psani-hrave-jako-nezbytna-soucast-treninku-operatoru-v-o2\/","title":{"rendered":"P\u0159\u00edpadov\u00e1 studie: Psan\u00ed Hrav\u011b jako nezbytn\u00e1 sou\u010d\u00e1st tr\u00e9ninku oper\u00e1tor\u016f v O2"},"content":{"rendered":"

Spole\u010dnost O2 zavedla inovativn\u00ed p\u0159\u00edstup k za\u0161kolen\u00ed nov\u00e1\u010dk\u016f i do\u0161kolen\u00ed st\u00e1vaj\u00edc\u00edch oper\u00e1tor\u016f, kte\u0159\u00ed nov\u011b se z\u00e1kazn\u00edky komunikuj\u00ed i p\u0159es chat. K tomu vyu\u017e\u00edvala online kurz Psan\u00ed Hrav\u011b, d\u00edky kter\u00e9mu se zam\u011bstnanci u\u010dili\u00a0ps\u00e1t rychle a bez chyb.<\/strong> To vedlo ke zkvalitn\u011bn\u00ed a zrychlen\u00ed komunikace se z\u00e1kazn\u00edky a celkov\u011b k v\u011bt\u0161\u00ed spokojenosti jak klient\u016f, tak i samotn\u00fdch oper\u00e1tor\u016f.<\/strong><\/span><\/p>\n

 <\/p>\n

Co jsme \u0159e\u0161ili na za\u010d\u00e1tku: chatov\u00e1n\u00ed se z\u00e1kazn\u00edky<\/b><\/h3>\n

 <\/p>\n

V O2 se v posledn\u00edch m\u011bs\u00edc\u00edch klade velk\u00fd d\u016fraz na online komunikaci se z\u00e1kazn\u00edky. Chatov\u00e1n\u00ed se st\u00e1v\u00e1 b\u011b\u017enou sou\u010d\u00e1st\u00ed pr\u00e1ce oper\u00e1tor\u016f a je nutn\u00e9, aby s n\u00edm dok\u00e1zali bezprobl\u00e9mov\u011b pracovat.<\/span><\/p>\n

 <\/p>\n

\u201eZ\u00e1kazn\u00edci se s n\u00e1mi mohou nov\u011b spojit p\u0159es chat, tak\u017ee na n\u011bj \u0161kol\u00edme cel\u00e9 t\u00fdmy nov\u00e1\u010dk\u016f a postupn\u011b na chat do\u0161kolujeme i st\u00e1vaj\u00edc\u00ed oper\u00e1tory. M\u011bs\u00edc p\u0159ed nov\u00e1\u010dky za\u010dali chatovat i na\u0161i standardn\u00ed oper\u00e1to\u0159i, a pr\u00e1v\u011b mana\u017ee\u0159i t\u011bchto t\u00fdm\u016f zjistili, \u017ee nedok\u00e1\u017eeme z\u00e1kazn\u00edkovi odepsat bez chyb a dostate\u010dn\u011b rychle.<\/strong> Z toho jsme usoudili, \u017ee pot\u0159ebujeme tr\u00e9novat psan\u00ed\u201c<\/strong><\/span><\/i>,<\/strong> vysv\u011btluje pan\u00ed Radka Hrdli\u010dkov\u00e1, kter\u00e1 m\u00e1 v O2 na starost pr\u00e1v\u011b t\u00fdmy nov\u00e1\u010dk\u016f.<\/span><\/p><\/blockquote>\n

<\/h5>\n

\"\"<\/p>\n

<\/h5>\n

Kurz psan\u00ed v\u0161emi deseti od Psan\u00ed Hrav\u011b pro firmy jako \u0159e\u0161en\u00ed<\/b><\/h3>\n

 <\/p>\n

V minulosti se oper\u00e1to\u0159i v O2 u\u010dili ps\u00e1t pouze opisem text\u016f. To ale nesta\u010dilo<\/strong> pro plynulou a rychlou komunikaci na chatu. \u0158e\u0161en\u00edm se stal<\/strong> interaktivn\u00ed online kurz <\/span>Psan\u00ed Hrav\u011b pro firmy<\/a>.<\/strong><\/p>\n

 <\/p>\n

\u201eKolegov\u00e9, kte\u0159\u00ed se u n\u00e1s zab\u00fdvaj\u00ed vzd\u011bl\u00e1v\u00e1n\u00edm, objevili Psan\u00ed Hrav\u011b, kter\u00e9 jsme automaticky pou\u017e\u00edvali u ka\u017ed\u00e9 skupiny, kter\u00e1 k n\u00e1m nastoupila,\u201c<\/span><\/i> dod\u00e1v\u00e1 pan\u00ed Hrdli\u010dkov\u00e1.<\/span><\/p><\/blockquote>\n

 <\/p>\n

Nov\u00e1\u010dci v O2 proch\u00e1zej\u00ed t\u0159\u00edm\u011bs\u00ed\u010dn\u00edm tr\u00e9ninkem, b\u011bhem kter\u00e9ho se s Psan\u00ed Hrav\u011b u\u010dili ps\u00e1t zhruba 6 t\u00fddn\u016f. <\/span>\u201eChceme, aby se psan\u00ed v\u011bnovali minim\u00e1ln\u011b 3x t\u00fddn\u011b, v\u017edy alespo\u0148 hodinu,\u201c<\/span><\/i> dopl\u0148uje pan\u00ed Hrdli\u010dkov\u00e1. <\/span>\u201eD\u00edky tomu se nov\u00e1\u010dci rozep\u00ed\u0161\u00ed a na konci tr\u00e9ninku jsou p\u0159ipraveni na chatov\u00e1n\u00ed se z\u00e1kazn\u00edkem.\u201c<\/span><\/i><\/p>\n

 <\/p>\n

I kdy\u017e se ne ka\u017ed\u00fd nov\u00e1\u010dek v O2 stane oper\u00e1torem na chatov\u00e9 lince, kurz Psan\u00ed Hrav\u011b absolvovali v\u0161ichni.\u00a0 Podle pan\u00ed Hrdli\u010dkov\u00e9 je to proto, \u017ee zam\u011bstnanec m\u016f\u017ee i n\u011bkdy v budoucnu nastoupit do chatov\u00e9ho t\u00fdmu. Nav\u00edc rychl\u00e9 a bezchybn\u00e9 psan\u00ed je univerz\u00e1ln\u00ed a hod\u00ed se v mnoha dal\u0161\u00edch oblastech pr\u00e1ce s po\u010d\u00edta\u010dem.<\/span><\/p>\n

 <\/p>\n

Rychl\u00fd tr\u00e9nink d\u00edky sout\u011b\u017e\u00edm<\/b><\/h3>\n

 <\/p>\n

Jednou z funkc\u00ed kurzu je mo\u017enost nahr\u00e1vat do n\u011bj vlastn\u00ed texty k opisu. Toho v O2 vyu\u017e\u00edvali pr\u00e1v\u011b v tr\u00e9ninku nov\u00e1\u010dk\u016f, kdy jim do Psan\u00ed Hrav\u011b nahr\u00e1vali texty ze sv\u00fdch intern\u00edch materi\u00e1l\u016f. <\/strong><\/span>\u201e<\/i><\/b>D\u00edky tomu se lid\u00e9 u\u010dili ps\u00e1t texty, s jejich\u017e obsahem se z\u00e1rove\u0148 seznamovali,\u201c<\/span><\/i> dod\u00e1v\u00e1 pan\u00ed Hrdli\u010dkov\u00e1. <\/span>\u201eLid\u00e9 si t\u00edm osvojili p\u0159esn\u011b ta slova a obraty, kter\u00e9 pak za\u010dali pou\u017e\u00edvat v re\u00e1ln\u00e9 komunikaci se z\u00e1kazn\u00edkem. D\u0159\u00edve si mohli dan\u00e9 t\u00e9ma v teorii pro\u010d\u00edst, ale pot\u00e9 se ho u\u010dili i d\u00edky opisu textu.\u201c<\/span><\/i><\/p>\n

<\/h5>\n
\"\"<\/h5>\n

 <\/p>\n

Hodnocen\u00ed a dlouhodob\u00e9 vyu\u017eit\u00ed kurzu<\/b><\/h3>\n

 <\/p>\n

\u201eKurz Psan\u00ed Hrav\u011b je pro m\u011b jako mana\u017eera ide\u00e1ln\u00ed. V\u00edm, \u017ee b\u011bhem zku\u0161ebn\u00ed doby v\u0161echny nedostanu z psan\u00ed jedn\u00edm prstem na psan\u00ed 200 \u00fahoz\u016f za minutu bez chyby. <\/span><\/i>Ale m\u00fdm c\u00edlem ani nen\u00ed nau\u010dit v\u0161echny co nejrychleji ps\u00e1t a ud\u011blat z nich v\u00fdborn\u00e9 administrativn\u00ed pracovn\u00edky, ale pot\u0159ebuji, aby se v co nejkrat\u0161\u00ed dob\u011b nau\u010dili ta slovn\u00ed spojen\u00ed, kter\u00e1 budou pozd\u011bji vyu\u017e\u00edvat v komunikaci se z\u00e1kazn\u00edky<\/i><\/b>,\u201c <\/span><\/i>shrnuje pan\u00ed Hrdli\u010dkov\u00e1. <\/span>\u201eJsme rozhodn\u011b spokojen\u00ed s t\u00edm, jak na tom na\u0161i zam\u011bstnanci po dokon\u010den\u00ed kurzu jsou.\u201c<\/span><\/i><\/p>\n

 <\/p>\n

I samotn\u00ed zam\u011bstnanci si kurz pochvalovali: <\/span>\u201eKurz je opravdu bavil. Byli absolutn\u011b nad\u0161en\u00ed. I proto, \u017ee sami na sob\u011b u\u017e po m\u011bs\u00edci a p\u016fl vid\u011bli rozd\u00edl.\u201c<\/span><\/i><\/p>\n

 <\/p>\n

Z\u00e1v\u011br<\/b><\/h3>\n

 <\/p>\n

Zaveden\u00ed online kurzu Psan\u00ed Hrav\u011b do tr\u00e9ninku oper\u00e1tor\u016f v O2 se uk\u00e1zalo jako efektivn\u00ed \u0159e\u0161en\u00ed pro zkvalitn\u011bn\u00ed a zrychlen\u00ed komunikace se z\u00e1kazn\u00edky. Hlavn\u00ed benefity kurzu pro spole\u010dnost byly:<\/span><\/p>\n