Maximizing Net Sales: The Telemarketing Call Center Formula

The constant pursuit of new strategies and methods to achieve net sales goals is a priority for any company seeking sustainable and profitable growth. One of the most effective and versatile options for achieving this is to hire a telemarketing service in a call center. In this article, we will explore how outsourcing sales through a call center can drive your company’s success.

I. What Is a Telemarketing Service in a Call Center?

Before delving into the benefits of hiring a telemarketing service in a call center, it’s important to understand exactly what this service entails.

A telemarketing service in a call center involves outsourcing sales operations to a team of specialized agents who make outbound calls to contact potential or existing customers and achieve sales. These agents are trained in sales techniques, the company’s products or services, and the use of technological tools such as Customer Relationship Management (CRM) systems.

II. Benefits of Hiring a Telemarketing Service in a Call Center

Hiring a telemarketing service in a call center can be a highly effective strategy to help your company achieve its net sales goals. Here are some key benefits:

  1. Experience and Specialization Telemarketing call centers have agents who are highly trained in sales techniques. They have experience in addressing objections, closing sales, and maintaining a focus on results.
  2. Flexibility Outsourcing sales to a call center allows you to quickly scale your sales operations according to demand. You can increase or reduce the number of agents as needed for your business requirements.
  3. Cost Reduction Outsourcing telemarketing can reduce your company’s operating costs. You don’t need to invest in infrastructure, ongoing training, or technology. Call centers already have all of these in place.
  4. Focus on Core Business By outsourcing sales, you can focus on your core business. You won’t have to worry about managing an in-house sales team and can channel your resources into strategic areas.
  5. Access to Advanced Technology Call centers are typically equipped with cutting-edge technology, such as CRM systems, predictive dialers, and data analytics. This enhances the efficiency and effectiveness of sales calls.
  6. Compliance and Regulation Call centers are well-informed about regulations governing commercial communications. This reduces the risk of potential compliance-related penalties.
  7. Measurable Results and Tracking Call centers can provide detailed metrics on the performance of sales calls. You can accurately track conversions, closure rates, and other Key Performance Indicators (KPIs) related to sales.
  8. Enhanced Customer Service Telemarketing service in a call center is not limited to generating sales. It can also be a powerful tool for improving customer satisfaction and long-term retention. Here are some ways a call center can provide enhanced customer service:

a. Quick Problem Resolution: Trained sales agents in a call center can effectively address customer issues and questions, ensuring that customers receive quick responses and effective solutions to their concerns.

b. Service Personalization: A good telemarketing service involves understanding individual customer needs. Agents can use customer information stored in the CRM system to tailor their interactions and provide specific solutions that meet each customer’s needs.

c. Post-sale Follow-up: After a sale, customer service should not stop. Call centers can proactively follow up to ensure customers are satisfied with their purchase and provide additional assistance if needed. This fosters customer loyalty and can lead to repeat sales in the future.

d. Customer Feedback: Call center agents can gather valuable customer feedback during interactions. This feedback can be used to identify areas for improvement in products, services, or internal processes, contributing to continuous business improvement.

e. Complaint Handling and Retention: When customers experience issues or dissatisfaction, an effective telemarketing service can turn these situations into opportunities to retain the customer. Agents can professionally handle complaints and persuade customers to remain part of the company’s customer base.

 f. Customer Satisfaction Measurement: Call centers can also conduct customer satisfaction surveys to assess service quality. This data is valuable for adjusting strategies and ensuring that customer service remains exceptional.

9. Ongoing Supervision and Communication Maintain constant communication with the call center. Monitor their performance through reports and metrics and provide regular feedback. This ensures that the service aligns with your expectations and goals.

10. Continuous Evaluation and Adjustment Periodically assess the call center’s performance and adjust your strategy as needed. Establish regular reviews to ensure they remain the right partner for your sales operations.

Enhanced customer service is an essential component of quality telemarketing service in a call center. It’s not just about generating sales but also about building strong customer relationships, ensuring their satisfaction, and fostering long-term loyalty. The combination of effective sales and excellent customer service through a call center can be the key to achieving and exceeding your company’s net sales goals.

In conclusion, consider outsourcing your sales operations through a call center as a strategic investment in your business’s growth. With proper planning, a strong partnership, and a focus on achieving net sales, you can make the most of this valuable strategy to reach your business goals and secure a prosperous future for your company.

Optimizing Peak Demand Management in the HVAC Sector During the Cold Season

In the fast-paced world of the HVAC industry (Heating, Ventilation, and Air Conditioning), there are critical moments throughout the year when companies in this sector must be prepared to handle unexpected and overwhelming demand. Whether it’s in the midst of winter due to an unexpected cold snap or, conversely, during the summer due to a heatwave, customer calls and messages can vary dramatically. The key to maintaining customer satisfaction and ensuring efficient service in these circumstances is proper peak demand management. In this article, we will explore what peak demand management entails in the HVAC sector and why it is crucial to have a reliable partner, such as MST Holding, to successfully implement it.

The Importance of Peak Demand Management in the HVAC Sector

Peak demand in the HVAC sector refers to those moments when the volume of incoming calls or messages at the contact center significantly spikes. These peaks can result from various factors, such as unexpected weather changes, promotional events, or the launch of new products or services. A company’s ability to anticipate, plan for, and effectively manage these peaks can make the difference between success and failure.

Lack of preparedness for these demand peaks can have serious consequences for the business. Customers facing long wait times or experiencing dropped calls can become frustrated and disenchanted. Furthermore, the pressure on agents can lead to burnout and staff turnover, which, in turn, can result in missed business opportunities and loss of customer trust. In summary, inadequate peak demand management can negatively impact operational efficiency and a company’s reputation.

How to Prepare for Demand Peaks During Cold Weather

To be prepared for demand peaks, HVAC companies must take proactive measures. Here are some key strategies that can help mitigate the negative impacts of demand peaks:

Continuous Monitoring and Call Forecasting: Continuous monitoring of trends and call forecasting are essential for anticipating demand peaks. Using historical data and advanced analytical tools, companies can identify seasonal patterns and events that may trigger an increase in HVAC service demand. This enables more accurate planning and allocation of resources to meet demand.

Additional Available Agents: Having a pool of additional agents available during peak demand times is essential. This can be achieved through hiring temporary staff or implementing a backup team ready to step in during high-demand situations.

Ongoing Team Training: Continuous training of agents is crucial to ensure they are prepared to handle a variety of customer situations and demands. Training should focus on problem-solving, effective communication, and the use of specific tools and systems.

Utilization of Technology: Technology can be a powerful ally in peak demand management. Companies can implement call management systems, chatbots, and automation to streamline customer interactions and reduce the workload on agents during high-demand periods.

Remote Agent Activation: Enabling solutions that allow agents to work remotely is essential in crisis situations, such as the COVID-19 pandemic. This ensures that agents can continue to provide support even when they cannot be at the company’s physical location.

Outsourcing Customer Service in the HVAC Sector

In addition to peak demand management, there are several additional benefits to outsourcing customer service in the HVAC sector. These benefits include:

Cost Savings: Outsourcing customer service can be more cost-effective than maintaining an in-house customer support team. Companies can reduce costs related to hiring, training, and technological infrastructure by partnering with an external provider.

Consistently Trained and Prepared Staff: External service providers, such as MST Holding, often have highly trained and experienced teams in the HVAC sector. This ensures that there is always prepared staff available to provide high-quality service to customers.

Enhanced Service Efficiency: Outsourcing customer service allows companies to focus on their core operations while relying on experts to manage customer interactions. This can improve operational efficiency and enable a more strategic focus on the business.

Improved Customer Satisfaction and Customer Experience (CX): By outsourcing customer service, companies can ensure consistent, high-quality attention to customers, which, in turn, enhances customer satisfaction and the overall customer experience (CX). Satisfied customers are more likely to remain loyal to a brand and recommend it to others.


In today’s competitive world, peak demand management is essential for all companies, regardless of their industry, operational model, or location. Effective peak demand management not only ensures customer satisfaction but can also save additional costs and increase brand loyalty. At MST Holding, we are experts in HVAC service management and peak demand management. Our expertise and agile approach make us the ideal partner to help companies successfully navigate the challenges of the cold season and beyond. We are committed to delivering exceptional service and assisting companies in achieving their goals.

Overcoming the Complexity of Vacations in a Contact Center

Vacations. That anticipated annual time frame where we disconnect from the routine, recharge our batteries, and typically enjoy in two periods: summer and the end of the year. Dates as necessary for any worker as they are complicated for nearly any company, even more so if they manage large amounts of personnel and workloads.

In the Contact Center, activity behavior varies significantly among sectors. While it might be one of the busiest periods for some, such as travel or passenger transport companies, for many others, it’s a time of lower activity. This enormous variability in activity is compounded by the labor force’s right to enjoy a few days of rest during these dates. In summary, vacations in a Contact Center are the most challenging period to navigate in a way that doesn’t negatively impact the service and, above all, the customer’s perception of our company or brand.

The key to overcoming this tough challenge is clearly in proper planning.

Predictive planning will save your Contact Center.

Do you know and master the multitude of variables that can influence the volume of activity your customer relations center will receive? Wouldn’t it be incredible to foresee the future and know in advance what will happen in your service? There are dozens of circumstances, both cyclical and specific, to consider in order to correctly plan the volume of interactions a Contact Center should handle in a specific period of time, a vital piece of data for subsequently calculating the required personnel. With historical data, an understanding of key variables and their impact on the service, and the application of mathematical models for predictions, it’s possible to anticipate the disasters that would almost certainly occur otherwise. If you want to predict the future of what will happen in your Contact Center, you will need to trust what team leaders and coordinators can propose. And, undoubtedly, this predictive planning is essential to successfully navigate any holiday period in a Call Center.

Overcoming the return from vacation in Contact Centers.

If vacations are a special period that involves specific difficulties for any Customer Relations area, the same goes for the return from vacations. With the return from vacations, the tables turn, and the problems reverse. But there’s more. Upon returning from vacations, we need to operate like a well-oiled machine, with Human Resources, Training, Coordination, and Technology perfectly synchronized, following the pace set by the Coordination/Planning department.

What are the main challenges of the post-vacation period in the Contact Center?

Primarily, there are two major categories of challenges that arise after summer in Customer Service departments. On one hand, we have those related to what was previously mentioned: a substantial increase in interactions due to the psychological aspect of personal intentions after summer, many of which prompt the need to make decisions or take initiatives with the companies that provide us services. During this time, new sign-ups, cancellations, and modifications multiply, while the number of inquiries related to obtaining information for these decisions rises. All of this, coupled with customers’ reduced patience after returning from a relaxing period like vacations, leads to tensions and even anxiety when making decisions.

Planning as a Strategic Focus

The Planning and Coordination areas are the linchpins of our strategy to ensure the proper functioning of the service in the coming months. They must be able to predict the turnover rate we’ll experience, the expected increase in interactions, the number of new hires required to meet that traffic surge, and how to organize the shifts of new personnel so that their learning curve doesn’t significantly impact the overall service.

Coordinator Team, Our Best Ally

It falls to them to welcome the new hires and ensure their learning curve is as smooth as possible. Additionally, they must motivate their teams to prevent turnover and a decline in performance during a period of increased workload. This is where all available Employee Engagement strategies can be applied, along with proactive measures to use any available time for knowledge refreshment and correcting performance errors. It’s the time to bring out the best in experienced agents, guiding them toward a service that prioritizes quick interaction resolution, always with an eye on maintaining quality standards. During this period, emphasizing service quality is crucial: many customers will call with intentions of cancelling to switch to another company, and a great experience with the Customer Relations Center can sway them to change their minds. Conversely, a customer seeking to sign up with a new company and having a poor experience in their initial contact is unlikely to choose that new service.

In conclusion, as we’ve seen, different areas must be perfectly coordinated to successfully address the challenge of the post-vacation period. Only with the help of the best professionals will we be capable of holding the key to predicting the various scenarios that will arise and how to tackle them. With proper anticipation and the teamwork of the finest professionals, successfully navigating this challenging period in a Contact Center is indeed possible.

Preparing Your eCommerce for Peak Seasons: Outsourcing as a Solution

Customer service in the eCommerce sector is crucial to provide a positive customer experience and foster brand loyalty. However, during certain times of the year, such as holiday seasons or special sales events like Christmas, service peaks can test the capacity of customer service teams. In this article, we will explore the benefits of outsourcing effective customer service during these high-demand situations in the eCommerce sector.

Outsourcing Customer Service During Service Peaks

When an eCommerce business faces periods of high demand in its customer service, it can become overwhelmed trying to manage the workload internally. In such situations, a viable option is to outsource part or all of the customer service to a specialized provider. Outsourcing can offer a range of benefits that help ensure quality service and keep customers satisfied during service peaks. Here are some key advantages of outsourcing:

Ability to Handle High Query Volumes: Customer service specialized providers have experience dealing with high workloads and are prepared to handle large volumes of queries without compromising service quality. By outsourcing, a business can quickly scale customer service capacity according to needs, avoiding potential bottlenecks and extended response times.

Specialized Knowledge: Outsourcing companies often have trained and specialized personnel in different areas and products. These agents are well-informed about the eCommerce business’s products or services and can provide accurate and efficient responses to customer inquiries.

24/7 Availability: During service peaks, customers may need assistance at any time of the day. Outsourcing providers often operate 24/7, ensuring that customers can receive real-time assistance regardless of the time or location.

Focus on Technology and Advanced Tools: Customer service specialized providers often have advanced technology, such as ticketing systems, knowledge bases, and AI-enhanced chatbots. This enables more efficient query management and faster responses.

Resource Allocation Flexibility: By outsourcing customer service, a business can access a wide pool of agents, allowing for flexible resource allocation based on changing needs during service peaks. This ensures the business can provide quality service without incurring additional permanent staff costs.

Focus on Continuous Improvement: Outsourcing providers are often highly committed to continuous improvement and optimization of customer service. This includes constant monitoring of performance metrics, data analysis, and implementing improvements based on results.

Reduced Operational Costs: Outsourcing customer service during service peaks can be more cost-effective compared to a significant increase in internal hiring. Operational costs can be more manageable, and the business only pays for services used, helping to avoid unnecessary fixed costs during quieter seasons.

However, it’s important to note that outsourcing customer service is not without challenges. To ensure successful outsourcing, it’s essential to choose a reliable and experienced provider in the eCommerce sector. Effective communication with the provider and setting clear expectations are crucial to ensure the level of service provided is consistent with the brand’s image and values. In conclusion, outsourcing customer service can be an effective strategy for managing service peaks in the eCommerce sector. By leveraging specialized knowledge, advanced technology, and resource flexibility offered by outsourcing providers, companies can ensure a positive customer experience during high-demand seasons and maintain a strong reputation in the market.

The evolution of neobanks and their impact on Customer Service in Call Centers

In recent years, we have witnessed the growing popularity of neobanks, fully digital financial institutions that have revolutionized the way people manage their finances. These entities, with their simplified banking services and convenient access through mobile applications, have transformed the financial industry. However, their rapid growth poses challenges in providing efficient and effective customer service through traditional call centers. In this article, we will explore the relationship between neobanks and customer service in call centers.

The Rise of Neobanks and Their Customer-Centric Approach

Neobanks have quickly captured consumers’ attention thanks to their customer-centric approach and ability to offer simplified banking services. These digital financial institutions strive to provide an intuitive user experience, with fast and hassle-free account opening processes, as well as innovative features like automated budgets and expense analysis. Their main goal is to meet the needs and expectations of modern customers who seek an agile and convenient banking experience.

The Challenge of Customer Service in Neobanks

Despite their advantages, neobanks face a unique challenge regarding customer service. Since these institutions lack a physical presence, interactions with customers are mainly conducted through digital channels such as online chats or email. However, when more complex issues arise or customers require personalized assistance, they often turn to call centers.

Adapting Call Centers to Neobanks

Neobanks have motivated traditional call centers to adapt to the new demands of digital customers. Customer service providers have been compelled to enhance their technological capabilities and train their staff to provide specialized support for the digital banking services offered by neobanks. This involves greater training in mobile applications and digital tools, as well as an understanding of neobanks’ specific processes.

The Importance of Customer Service in Neobanks

Despite being digital entities, neobanks understand the significance of exceptional customer service to maintain user satisfaction and trust. Some neobanks have opted to establish their own telephone support centers to ensure personalized and timely assistance. Others have invested in integrating artificial intelligence and chatbots to provide quick and automated responses to common customer queries.


The relationship between neobanks and customer service in call centers has evolved as the financial industry has transformed into the digital realm. Neobanks have driven the improvement and adaptation of traditional call centers to meet the needs of their digital customers. As neobanks continue to grow, it is crucial for customer service providers to keep evolving and harnessing technology to deliver an exceptional support experience to neobank users and ensure their long-term satisfaction.

How is an HVAC Technical Support Service managed?

In the heating, ventilation, and air conditioning (HVAC) industry, technical support plays a crucial role in ensuring that customers receive quality service and effective solutions to their needs. A key aspect of HVAC technical support is the call center, which serves as the initial point of contact for customers requiring assistance or technical advice. Below, we present an interesting interview with a Customer Service – Technical Assistance Supervisor from MST, who has extensive experience in the sector and explains how they manage an HVAC technical support service.

1 – How long have you been managing HVAC technical services? I have been managing customer services in the HVAC sector for a total of 9 years. This has allowed me to witness the evolution of the sector and its services.

2 – What types of calls are being received? We receive all types of calls, ranging from inquiries about basic product information to reports of malfunctions, which constitute the majority. We have a specialized team of technical agents with advanced knowledge in air conditioning and boiler products, providing top-level technical support for troubleshooting calls. The aim is to solve issues over the phone during the first call to avoid the need for a technician’s on-site visit. Our goal is to reduce the time our customers are without services and prevent unnecessary costs for them. Without this initial technical support level, we would incur expenses related to travel and a technician’s physical presence.

Additionally, during these calls, we take the opportunity to offer maintenance contracts.

We also manage the sales of maintenance contracts, with sales ratios reaching around 41%. We handle backoffice services, including activation requests received via email, registration of maintenance contracts, managing voicemail, and handling emails from the installers themselves.

3 – What service channels are used in your services? Currently, we receive requests via telephone, email, and voicemail. Furthermore, we also attend to web forms submitted through the client’s website. We provide a multichannel service where delivering the same quality of service regardless of the contact channel is paramount.

4 – How are malfunctions resolved, and how are on-site technician visits avoided? For all malfunction reports we receive, we perform a First Contact Resolution (FCR) using the Wiki documents, which is a knowledge database created by MST and accessible to the entire team. This content management system contains all operation manuals, spare parts, technical schematics, and explanatory videos for all products currently available in the market. Based on this information, our technical agents can resolve many of the issues. As a result, we address the incidents during the first contact, and there is no need to open a service report for an on-site visit by a technician. This minimizes the time required to resolve the issue and enhances customer satisfaction.

5 – So, as you explained, avoiding on-site visits benefits both the company and the customers. Do you undertake any other actions that offer more business opportunities? Yes, for cases where the customer doesn’t have a maintenance contract, we take advantage of the call to remind them about the benefits of having one, such as extending the lifespan of their appliance and achieving savings in energy consumption, among others. We always offer this option to customers who don’t have a contract, providing added value to our customers and a satisfying buying experience.

We present them with the best maintenance solutions while providing general information and trying to capture their attention to generate more business.

Another action we take is filling the available slots in the technicians’ schedules based on their service area by scheduling maintenance visits for contract holders. This way, we optimize their schedules during periods of low demand.

6 – In your 9 years of experience, how has the heating and boiler sector changed? HVAC services have evolved significantly in recent years and, as I mentioned before, they have also transformed into Profit Centers rather than Cost Centers, which they used to be as a Post-Sales Service. Nowadays, it’s necessary to possess commercial skills in addition to technical knowledge to provide greater added value and the best customer experience. These services aim to foster customer loyalty, not just solve their doubts and/or malfunctions, making them aware of the importance of regularly maintaining their boiler to extend its lifespan. Moreover, having an OFFICIAL maintenance contract ensures cost reductions during a technician’s visit, use of ORIGINAL brand spare parts, qualified personnel who specialize in the product (since we do not handle other manufacturers), and payment flexibility, allowing customers to pay the annual fee in monthly installments.

7 – How do you prepare for the winter service? How do you manage the increase in call volume? With so many years in the industry, I’ve been here for 9 years, but MST has been providing services like this for 30 years, so we have a deep understanding of the market and its behavior. This allows us to anticipate the increased demand for services. Flexibility is one of our strengths. We follow a predefined protocol for managing the seasonal changes in the HVAC sector.

We know that the increase in service requests comes suddenly because the cold weather doesn’t announce its arrival. However, by planning in advance and selecting and training a reinforcement team, we are able to quickly deploy a team so that no customer is left without receiving service at a high level of quality.

The Role of the Call Center in Managing Warranties and Returns of Electronic Products: Providing a Positive Customer Experience

Introduction In the current digital era, electronic products have become an essential part of people’s daily lives. However, it is inevitable that these products may occasionally have defects or malfunctions. In such cases, customers turn to warranties and returns to obtain quick and effective solutions. This is where call centers play a crucial role in managing these processes. In this article, we will explore the fundamental role that call centers play in managing warranties and returns of electronic products, highlighting how they can provide a positive customer experience and swift solutions.

Effective Communication: The Key to Success

In the world of warranties and returns, effective communication is essential. Call centers act as the bridge between the customer and the product manufacturer or supplier. Friendly, respectful, and empathetic customer service is crucial in establishing a strong relationship with the consumer from the first contact. Proper training of call center staff is essential to ensure they have in-depth knowledge of the products and the company’s warranty policies. This allows customer service representatives to address customer concerns and queries quickly, thereby improving customer satisfaction and streamlining the warranty management process.

Automation and System Integration

Technology plays a fundamental role in the management of warranties and returns in the realm of electronic products. Modern call centers use integrated systems that allow them to access customer information, purchase history, and product details quickly and efficiently. Moreover, automation of certain processes can significantly expedite the warranty process. For example, implementing case tracking systems and generating return authorization numbers automatically can accelerate the process and provide customers with faster solutions.

Proactive Management of Common Issues

A proactive approach to warranty and return management can considerably reduce the workload for the call center and enhance the customer experience. Identifying common issues with specific electronic products and providing predefined solutions can prevent customers from feeling frustrated and expedite the process. Additionally, call centers can conduct proactive notification campaigns to remind customers about warranty expiration or product updates availability. These actions can increase customer satisfaction and foster brand loyalty.

Personalization and Empathy

Each customer and situation are unique. Call centers that adopt a personalized and empathetic approach can deliver an exceptional customer experience. Actively listening to customer concerns, showing empathy towards their situation, and providing tailored solutions to their needs can make a significant difference.

First-Contact Resolution

One of the primary goals of a call center is to resolve customer issues on the first contact. This is especially important in the case of warranties and returns of electronic products, as customers typically want a quick solution to continue using their product. To achieve this, call centers must invest in training and empowering their staff to make informed decisions and effectively resolve problems. First-contact resolution not only improves customer satisfaction but also reduces operational costs and enhances call center efficiency.


In summary, call centers play a critical role in managing warranties and returns of electronic products. Through effective communication, automation, proactive issue management, personalization, and first-contact resolution, they can provide a positive customer experience and swift solutions. A customer-centric approach and investment in technology and staff training are fundamental to the success of a call center in managing warranties and returns. When done correctly, a call center can become a valuable asset for companies, strengthening customer loyalty and fostering a positive reputation in the electronic products market.

MST Holding is composed of a group of companies specialized in different sectors, one of which specializes in technical support services for electronic products. You can contact us through our website or at

MST: We analyze our event in Barcelona “First International Workshop of Customer Service Law & CX Best Practices”

On June 23rd, MST Holding, together with Consulting C3 and sponsored by GoContact and EPOS, and with the participation of Augusta Abogados, organized the first international event in Barcelona on the new Customer Service Law.

We had an interesting day of theory and practice discussing the possible modifications to the customer service law in Spain. Currently, the new Customer Service Law, which was approved by the Congress last April and pending approval in the Senate, is on hold due to the general elections scheduled for July 23rd.

The main presentation was conducted by Jaime Fernández, representing Augusta Abogados, where we learned about the creation of the law, its key points, its evolution, and whether it may be implemented in the future or not. Initially, this law was designed to guarantee basic consumer rights and establish minimum quality parameters in customer service.

The most important points of the law are as follows:

1 – Humanization: The right to speak with a person.

2 – Mandatory channels: In-person, mail, telephone, and online.

3 – Response time: 15 days / 2 hours (essential services).

4 – Availability time: Business hours / 24 hours (interruption of essential service).

5 – SLA (Service Level Agreement): 3 minutes – 95%, Reference tracking, Call recording, Language obligations, Disabilities and +65.

6 – Quality audits: Internal procedures and external auditing.

Given the current political uncertainty, this has led to a series of speculations about whether this law will eventually be approved, when, how, and to what extent.

In relation to this, the next presentation was given by Francisco Rodríguez, President of the Spanish Association of Customer Experience (AEERC), who explained that the AEERC has been involved throughout the entire process of drafting the law and submitting amendments through different political parties. He emphasized the significant impact that the law has on companies in terms of complying with the established parameters, especially for small and medium-sized enterprises.

In conclusion, Francisco Rodríguez pointed out that the law lacks a proper structure and, therefore, a comprehensive reform is required for progress to be made. However, it is still possible to negotiate some terms and thus avoid the impact it will have on large companies and SMEs.

Next, Patricia Guerrero, Area Manager of Consulting C3, took the floor. She conducted an interesting analysis of a set of best practices, emphasizing the idea that our customers’ expectations are changing, which requires us to listen to them in order to take the necessary actions.

The best way to understand our customers is by measuring through the use and analysis of KPIs, such as First Contact Resolution (FCR), and having a ticketing system that provides us with a tracking number. Patricia also emphasized the importance of having well-trained teams of agents and team leaders, which allows us to identify any special needs our customers may have.

It is extremely important to listen to our customers, know every detail, evaluate and analyze this information, and consequently, implement corrective measures, optimize and personalize processes, and design a simplified and clear customer service system that drives us to improve customer satisfaction.

After all the presentations and a short coffee break, Jordi Miguel, Training Manager of Consulting C3, started an interesting workshop where participants had to apply the overarching theme of the event, “the set of best practices,” through a business case.

We would like to thank all the attendees for their participation and our sponsors GoContact and EPOS. Thanks also to Augusta Abogados for their unwavering support and to AEERC for turning this day into a very special event.

We look forward to seeing all of you again very soon!

Success of MST HOLDING in its last event in Barcelona

On June 22, the long-awaited presentation the First International Conference –Workshop about the New Customer Service Law  by MST HOLDING and Consulting C3 took place in Barcelona.

It was a success in attendance, with more than 60 participants from leading companies from sectors as heterogeneous as transport, telecommunications, industry, energy, finance, e-commerce, education, technology, healthcare, HVAC and tourism.

The event began with various presentations by Jaime Fernández from Augusta Abogados, Francisco Gutiérrez as President of the AEERC and Patricia Guerrero as Area Manager of Consulting C3.

Workshop MST: Customer Service Law & CX Best Practices

The central theme of the event was to analyze the non-continuity of the Customer Service Law that just a few weeks ago was pending approval and due to the call for general elections has been affected.

Although initially this law did not clarify or many of its points remained open, controversies have arisen in some of them, which is why we are opening a period of reflection with our clients on issues such as:

– Reflections:

  • In the future, the drafting of a new Law that does enter into force may occur again, depending on the electoral results.
  • The importance of comparing and reviewing the basics and minimums that our customer service should have, incorporating a “decalogue of good practices” into the service strategy, comparing it with what has already been established in the law that will not see the light of day.

– The initiative of the Ministry of Consumption should ask us to be proactive and take advantage of the range of opportunities that we must review in our current service to improve the CX/UX.

– That each company can define or come as close as possible to the decalogue of good practices to align service with excellence.

The day ended with a workshop led by our colleague Jordi Miguel from Consulting C3 where the entire theme of the event had to be applied as the protagonist “the decalogue of good practices” through a Business Case. The objective and theme of this workshop was that this organization wanted to take advantage of this current circumstance to become a proactive company with its clients and not a reactive one waiting for a new law to make changes that directly affect the experience of its clients.

We want to thank all the team that has made the success of the event possible and also thank all the guests for their attendance and proactivity.

We hope to see you again very soon!

ESADE Family Business Club students’ visit to MST

On May 22nd we received at our facilities in MST Barcelona the students of the International Full Time MBA, member of the Family Business Club of the prestigious business school ESADE. The visit was part of the conference on management in family businesses and, specifically, as a specific session on Leading Change in the context of Family Business.

We would like to thank Luis Vives, Vice-Dean of Programs at ESADE and Professor of Strategy, and Lakshay Khurana, President-Family Business Club, for counting on MST for the training of future managers and for letting us explain how a Family Business works.

This program aims to provide the specific knowledge and the keys necessary for the board of directors of a family business to enhance the competitive advantages of the family business, while at the same time acting as an element of order in family-business relations.

The family business and its development

Family businesses have a different ownership structure than other types of organizations. Ownership is concentrated in a few shareholders with a kinship link between them.  The combination of high competitive demands of the business environment, economic interest, family loyalties and emotional ties makes the family business particularly complex.

Its management presents some particularities, both in the roles of the different family members and in the work dynamics.

During the visit, the whole group was able to visit the facilities of MST Holding and learn about the different services that are managed from the company and then our CEO, Jessica Barceló, made a presentation and subsequent discussion to understand and discuss together the keys to a family business that, in the case of MST, during its 30 years of evolution, has placed it among the 15 most important companies in the sector in Spain, in terms of turnover, and among the top 10, in terms of profit. During the day, MST showed the participants the knowledge and skills necessary to better understand the dynamics of management in a family business in which changes in business needs, professionalization, the adoption of new technologies, communication processes, or the management of change and roles are the main challenges identified by family businesses.

The visit ended with the participation of Pedro Barceló, founder and current President of the company, who gave a motivational speech to all attendees.

We are proud to be able to collaborate once again with ESADE and we hope to meet again very soon!