{"id":19583,"date":"2026-10-06T17:58:01","date_gmt":"2026-10-06T15:58:01","guid":{"rendered":"https:\/\/glofera.com\/?p=19583"},"modified":"2026-10-06T17:58:01","modified_gmt":"2026-10-06T15:58:01","slug":"cua-de-trucades-empresa","status":"publish","type":"post","link":"https:\/\/glofera.com\/ca\/cua-de-trucades-empresa\/","title":{"rendered":"Cua de trucades: com configurar-la sense perdre clients"},"content":{"rendered":"<p>Una cua de trucades no \u00e9s una sala d&#8217;espera: \u00e9s el lloc on el teu client decideix si continua sent el teu client. I la majoria estan configurades amb els valors que venien de f\u00e0brica, que \u00e9s com deixar la porta de la botiga mig oberta.<\/p>\n<p>Aix\u00f2 \u00e9s el que cal decidir per muntar-ne una que funcioni.<\/p>\n<h2>Qu\u00e8 \u00e9s i quan la necessites<\/h2>\n<p>Una cua ret\u00e9 les trucades que entren quan tots els agents d&#8217;un grup estan ocupats, i les va servint a mesura que s&#8217;alliberen. Sense cua, la sisena trucada simult\u00e0nia rep to d&#8217;ocupat o salta directa a la b\u00fastia.<\/p>\n<p>El senyal que la necessites \u00e9s concret: <strong>si tens m\u00e9s d&#8217;una trucada en espera en algun moment del dia, ja et fa falta<\/strong>. No cal ser un call center. Una gestoria al gener o un taller un dilluns al mat\u00ed tenen pics de call center durant dues hores.<\/p>\n<p>Si no saps si els tens, \u00e9s que encara no est\u00e0s mirant la dada. Es veu a les <a href=\"https:\/\/glofera.com\/ca\/estadistiques-trucades-equip-comercial\/\">estad\u00edstiques de trucades<\/a>, i sol haver-hi sorpresa: la franja cr\u00edtica gaireb\u00e9 mai \u00e9s la que la gent creu.<\/p>\n<h2>Les sis decisions que defineixen la teva cua<\/h2>\n<h3>1. Com es reparteixen les trucades<\/h3>\n<p>Quatre estrat\u00e8gies, i la que tri\u00efs canvia l&#8217;ambient de l&#8217;equip:<\/p>\n<ul>\n<li><strong>Tots alhora.<\/strong> Sona a tots els terminals. R\u00e0pid, per\u00f2 genera soroll constant i acaba amb que sempre despenja el mateix.<\/li>\n<li><strong>C\u00edclic.<\/strong> Va rotant per ordre. Repartiment just, ideal per a equips comercials.<\/li>\n<li><strong>Al menys ocupat.<\/strong> Va a qui porta m\u00e9s temps lliure. La millor per defecte per a atenci\u00f3 al client.<\/li>\n<li><strong>Per prioritat.<\/strong> Sempre al primer de la llista, i nom\u00e9s si est\u00e0 ocupat passa al seg\u00fcent. \u00datil quan hi ha perfils amb diferent nivell de coneixement.<\/li>\n<\/ul>\n<h3>2. Quant de temps aguanta alg\u00fa<\/h3>\n<p>El l\u00edmit pr\u00e0ctic \u00e9s al voltant dels dos minuts. M\u00e9s enll\u00e0, els abandonaments es disparen i qui penja poques vegades torna a trucar: truca al seg\u00fcent prove\u00efdor de la llista.<\/p>\n<p>Configura un temps m\u00e0xim de cua i defineix qu\u00e8 passa en assolir-lo. El que no pot passar \u00e9s que la cua sigui infinita.<\/p>\n<h3>3. Qu\u00e8 sent mentre espera<\/h3>\n<p>Silenci no, perqu\u00e8 sembla que s&#8217;ha tallat la trucada. M\u00fasica sola, tampoc: informa de zero. El que funciona \u00e9s <strong>m\u00fasica amb avisos peri\u00f2dics cada 30-40 segons<\/strong>, i si pots, amb la posici\u00f3 a la cua o el temps estimat.<\/p>\n<p>Dir \u00abets el n\u00famero 3\u00bb redueix els abandonaments de manera notable, perqu\u00e8 converteix una espera indefinida en una espera mesurable. La gent no odia esperar, odia no saber quant.<\/p>\n<p>Els textos d&#8217;aquests avisos s\u00f3n tan importants com la configuraci\u00f3. Tens models a <a href=\"https:\/\/glofera.com\/ca\/exemples-de-locucions-per-a-la-teva-centraleta-virtual-aquest-estiu\/\">exemples de locucions per a centraleta virtual<\/a>.<\/p>\n<h3>4. Quantes trucades hi caben<\/h3>\n<p>Si tens tres agents i quinze persones a la cua, la n\u00famero quinze esperar\u00e0 vint minuts per a res. \u00c9s m\u00e9s honest posar un l\u00edmit i oferir una alternativa que deixar-los esperar sabent que penjaran.<\/p>\n<h3>5. Qu\u00e8 passa quan s&#8217;acaba la paci\u00e8ncia<\/h3>\n<p>El desbordament \u00e9s la decisi\u00f3 m\u00e9s rendible de tota la configuraci\u00f3. Opcions, de pitjor a millor:<\/p>\n<ul>\n<li><strong>B\u00fastia de veu.<\/strong> Menys d&#8217;una de cada cinc persones deixa missatge.<\/li>\n<li><strong>Un altre grup.<\/strong> Que administraci\u00f3 doni un cop de m\u00e0 al pic del mat\u00ed.<\/li>\n<li><strong>Devoluci\u00f3 autom\u00e0tica.<\/strong> \u00abPrem 1 i et truquem sense perdre el teu torn.\u00bb Excel\u00b7lent: el client penja content i tu conserves l&#8217;oportunitat.<\/li>\n<li><strong>Agent de veu amb IA.<\/strong> Recull el motiu, les dades i fins i tot agenda. Converteix un abandonament en un lead qualificat.<\/li>\n<\/ul>\n<h3>6. Qu\u00e8 passa fora d&#8217;horari<\/h3>\n<p>Una cua activa a les 21:00 fa esperar alg\u00fa per no atendre&#8217;l mai. La cua ha d&#8217;estar subjecta a l&#8217;horari, amb la seva locuci\u00f3 espec\u00edfica. \u00c9s un cas m\u00e9s de <a href=\"https:\/\/glofera.com\/ca\/desviament-trucades-guia-completa\/\">desviament per horari ben configurat<\/a>.<\/p>\n<p><span style=\"font-weight: 400;\"><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:var(--awb-color4);--awb-border-top:1px;--awb-border-right:1px;--awb-border-bottom:1px;--awb-border-left:1px;--awb-border-style:solid;--awb-border-radius:30px 30px 30px 30px;--awb-width-large:100%;--awb-margin-top-large:50px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\" data-scroll-devices=\"small-visibility,medium-visibility,large-visibility\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"--awb-flex-grow:0;--awb-flex-grow-medium:0;--awb-flex-grow-small:0;--awb-flex-shrink:0;--awb-flex-shrink-medium:0;--awb-flex-shrink-small:0;width:104% !important;max-width:104% !important;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-0 fusion_builder_column_inner_2_5 2_5 fusion-flex-column fusion-flex-align-self-center\" style=\"--awb-bg-size:cover;--awb-width-large:40%;--awb-margin-top-large:20px;--awb-spacing-right-large:4.8%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:4.8%;--awb-width-medium:40%;--awb-order-medium:0;--awb-spacing-right-medium:4.8%;--awb-spacing-left-medium:4.8%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\" data-scroll-devices=\"small-visibility,medium-visibility,large-visibility\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"text-align:center;--awb-max-width:200px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"1920\" height=\"1409\" alt=\"demostraci\u00f3 gratu\u00efta centraleta virtual voip per a empreses\" title=\"demostracio-gratu\u00efta-centralita-virtual-per-empreses\" src=\"https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas.jpg\" class=\"img-responsive wp-image-15329\" srcset=\"https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas-200x147.jpg 200w, https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas-400x294.jpg 400w, https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas-600x440.jpg 600w, https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas-800x587.jpg 800w, https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas-1200x881.jpg 1200w, https:\/\/glofera.com\/wp-content\/uploads\/2026\/02\/demostracion-gratuita-centralita-virtual-para-empresas.jpg 1920w\" sizes=\"(max-width: 640px) 100vw, 600px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-1 fusion_builder_column_inner_3_5 3_5 fusion-flex-column fusion-flex-align-self-center\" style=\"--awb-padding-right:55px;--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\" data-scroll-devices=\"small-visibility,medium-visibility,large-visibility\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-four\" style=\"--awb-margin-top:20px;--awb-margin-top-small:10px;--awb-margin-right-small:30px;--awb-margin-bottom-small:10px;--awb-margin-left-small:30px;\"><h4 class=\"fusion-title-heading title-heading-center\" style=\"margin:0;\"><\/span><\/p>\n<p style=\"text-align: center;\"><span data-olk-copy-source=\"MessageBody\">Analizamos <strong>GRATIS<\/strong> las llamadas de tu empresa<\/span><\/p><\/h4><\/div><div style=\"text-align:center;\"><a class=\"fusion-button button-flat button-large button-custom fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" style=\"--awb-margin-top:20px;--button_accent_color:var(--awb-color1);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-color1);--button-border-radius-top-left:50px;--button-border-radius-top-right:50px;--button-border-radius-bottom-right:50px;--button-border-radius-bottom-left:50px;--button_gradient_angle:180deg;--button_gradient_top_color:var(--awb-color4);--button_gradient_bottom_color:var(--awb-color4);--button_gradient_top_color_hover:hsla(var(--awb-color4-h),calc(var(--awb-color4-s) - 5%),calc(var(--awb-color4-l) - 10%),var(--awb-color4-a));--button_gradient_bottom_color_hover:hsla(var(--awb-color4-h),calc(var(--awb-color4-s) - 5%),calc(var(--awb-color4-l) - 10%),var(--awb-color4-a));--button_text_transform:uppercase;--button_typography-letter-spacing:3px;--button_typography-font-family:&quot;Lato&quot;;--button_typography-font-style:normal;--button_typography-font-weight:700;\" target=\"_self\" href=\"#contacto\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">SOL\u00b7LICITA UNA ASSESSORIA<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/p>\n<h2>Configuraci\u00f3 de partida per a una pime<\/h2>\n<\/p>\n<div class=\"table-1\">\n<table width=\"100%\">\n<thead>\n<tr>\n<th align=\"left\">Par\u00e0metre<\/th>\n<th align=\"left\">Valor recomanat<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\">Estrat\u00e8gia<\/td>\n<td align=\"left\">Al menys ocupat<\/td>\n<\/tr>\n<tr>\n<td align=\"left\">Timbre per agent<\/td>\n<td align=\"left\">18-20 segons<\/td>\n<\/tr>\n<tr>\n<td align=\"left\">Temps m\u00e0xim a la cua<\/td>\n<td align=\"left\">90-120 segons<\/td>\n<\/tr>\n<tr>\n<td align=\"left\">Av\u00eds en entrar<\/td>\n<td align=\"left\">S\u00ed, amb posici\u00f3 o temps estimat<\/td>\n<\/tr>\n<tr>\n<td align=\"left\">Avisos peri\u00f2dics<\/td>\n<td align=\"left\">Cada 30-40 segons<\/td>\n<\/tr>\n<tr>\n<td align=\"left\">M\u00e0xim en espera<\/td>\n<td align=\"left\">3 per agent disponible<\/td>\n<\/tr>\n<tr>\n<td align=\"left\">Desbordament<\/td>\n<td align=\"left\">Devoluci\u00f3 autom\u00e0tica o agent d&#8217;IA<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>\n<p>&nbsp;<\/p>\n<p>\u00c9s un punt de partida, no un dogma. Ajusta&#8217;l amb les teves dades a les dues setmanes.<\/p>\n<h2>Els tres n\u00fameros que cal vigilar<\/h2>\n<ol>\n<li><strong>Taxa d&#8217;abandonament.<\/strong> Per sobre del 10% tens un problema de dimensionament, no de configuraci\u00f3.<\/li>\n<li><strong>Temps mitj\u00e0 d&#8217;espera.<\/strong> Si puja setmana a setmana, et falta gent en una franja concreta.<\/li>\n<li><strong>Temps abans de penjar.<\/strong> El m\u00e9s \u00fatil i el que ning\u00fa mira. Si la gent abandona als 40 segons, la teva locuci\u00f3 d&#8217;espera no est\u00e0 funcionant.<\/li>\n<\/ol>\n<h2>Preguntes r\u00e0pides<\/h2>\n<h3>Quant de temps pot esperar un client en una cua de trucades?<\/h3>\n<p>El l\u00edmit pr\u00e0ctic ronda els dos minuts. A partir d&#8217;aqu\u00ed els abandonaments es disparen, i qui penja normalment no torna a trucar. \u00c9s preferible oferir una devoluci\u00f3 de trucada abans d&#8217;arribar a aquest punt.<\/p>\n<h3>Quina \u00e9s la millor estrat\u00e8gia de repartiment en una cua?<\/h3>\n<p>Per a atenci\u00f3 al client, la de menys ocupat, perqu\u00e8 equilibra la c\u00e0rrega. Per a equips comercials, la c\u00edclica, perqu\u00e8 reparteix les oportunitats per igual. Fer sonar tots els terminals alhora \u00e9s la que pitjor envelleix.<\/p>\n<h3>Necessito ser un call center per tenir una cua de trucades?<\/h3>\n<p>No. Si en algun moment del dia tens m\u00e9s d&#8217;una trucada esperant, ja et compensa. Moltes pimes tenen pics de dues hores amb volum de call center sense haver-ho notat mai.<\/p>\n<h2>Et dimensionem la cua amb les teves dades<\/h2>\n<p>Sense saber el teu pic real de trucades simult\u00e0nies, qualsevol configuraci\u00f3 \u00e9s una suposici\u00f3. Analitzem gratis com entren avui les teves trucades i et diem quina cua necessites i amb quanta gent.<\/p>\n<p><a href=\"https:\/\/glofera.com\/ca\/consultoria-gratuita\/\"><strong>Sol\u00b7licita la teva an\u00e0lisi gratu\u00efta de comunicacions<\/strong><\/a><\/p>\n<p><script type=\"application\/ld+json\">\n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"FAQPage\",\n  \"mainEntity\": [\n    {\n      \"@type\": \"Question\",\n      \"name\": \"Quant de temps pot esperar un client en una cua de trucades?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"El l\u00edmit pr\u00e0ctic ronda els dos minuts. 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Les sis decisions que la defineixen, una configuraci\u00f3 de partida per a pimes i els tres n\u00fameros que cal vigilar.<\/p>\n","protected":false},"author":8,"featured_media":19584,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_joinchat":[],"footnotes":""},"categories":[100,134,1130],"tags":[572,127,325,321,323,687,319,569,690,518,519],"class_list":["post-19583","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-empresa-ca","category-telecomunicacions","category-telefonia-ip-voip","tag-centraleta-ip","tag-centraleta-virtual","tag-centraleta-virtual-empreses","tag-centraleta-virtual-gratuit","tag-centraleta-virtual-voip","tag-centraleta-voip","tag-centraletes-virtuals","tag-telecomunicacions-pimes","tag-telefonia-empreses","tag-telefonia-ip-ca","tag-voip-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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