A few days ago we were able to speak with Meritxell Martínez, Toni Vilés and Tomás Escofet, members of the RACC, who use eAlicia to evaluate the calls answered by the teams and measure the internal quality of the services

Meritxell Martínez, Tomás Escofet and Toni Vilés have attended us to send us their evaluations and recommendations on how eAlicia is helping them to measure the internal quality of their services. And, in what areas could the tool improve.

Once a month we will bring you a client interview to bring you closer to the needs that eAlicia can cover. Follow us on Linkedin to not miss any.

How does eAlicia help you?

It helps us in monitoring the equipment of the Platforms we support. Through eAlicia we can evaluate internal quality and have a global and individualized vision of the people who are part of the teams. Or, see if the development of your work is favorable or if there are aspects to improve. It also helps us in the return of the training carried out, being able to detect difficulties in the practical situations that occur on a daily basis. Therefore, eAlicia is a tool that helps us in the growth of operators, we can detect the strengths and points for improvement and the actions to be carried out for their continuous improvement. In addition, eAlicia has a technical support team that always helps us by giving us a quick response.

Why do you use eAlicia?

We use eAlicia as it is a tool that helps us to evaluate internal quality objectively and obtain results quickly and efficiently. It facilitates the collection of data, the preparation of reports and also helps us to share the results obtained in an agile way.

What do you use eAlicia for?

We use it to evaluate the calls answered by the teams through the calls channel. Through the survey channel, we have created the Learning Tests that are used to resolve operational situations such as those encountered by managers in handling queries and providing services. In this way we know the difficulties they may have.

What have you improved using eAlicia?

We have ensured that the different platforms, both in Operations and in the Commercial Area, have the same criteria to be evaluated by their TLs, thus, we have achieved homogeneity in the Telephone Service for all areas.

Would you recommend eAlicia?

Yes, of course we would recommend it. It has helped us to standardize the monitoring of the equipment.

Have you been intrigued to know more about eAlicia? Fill in the form and we will contact you!

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C3 digital by MST Holding instaura el servicio Observatorio Digital para empresas que quieran apostar por la transformación digital

From C3 Digital we have created the digital observatory to help companies in their journey of user experience. The digital laboratory has selected experts in digital analytics and monitoring tools to take care of your brand’s digital reputation and ensure a good relationship with its community with personalized and assertive content.

The visibility of the company in the digital ecosystem is necessary to build its identity on the internet, what it is and / or pretends to be; But do not confuse it with reputation, which is generated with the opinions of users on the internet. The reputational impact can be negative or positive and today it depends on our community related to our brand1, for this reason it is necessary to take care, monitor, measure and analyze the social listening of our community.

The social listening of the audience can be directed to the mentions of your brand, your products, your competitors, and / or the market in general. The tracking of these mentions is worked based on a list of queries or keywords to convert them into metrics on the platform, these data are analyzed to obtain insights and recommendations for your digital marketing strategy that allow making decisions in real time. The opportunities it allows you to analyze are: feeling of virtual communities, benchmarking by sector and / or topic to control reputational crisis, measurement of campaigns and themes [1].

Indeed, the brands that want to achieve greater impact with their consumers have decided to boost the customer experience. To generate differential experiences, it is significant to understand our clients, so that we can validate the information that we communicate with them on social networks and digital media. Likewise, get used to the variety of data that users share about what they perceive, feel and / or think about our brand.

We are sure that our digital laboratory can accompany your brand in connecting with the audience, maintaining engagement, generating content of value for your identity and contributing to strategic decision-making.

[1] https://www.brandwatch.com/es/blog/consumer-experience-y-escucha-social/

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We expand our Online Training Offer: Do you want to know how we do it? Sign up for the Mindfulness Online Workshop that we will organize next April 28 and 29

Given the success of registration to the Mindfulness Workshop for April 28, we have decided to hold a new session on Wednesday, April 29.

At Consulting C3 we have expanded our Online Training Offer so that workers do not cease in their efforts to continue improving and learning new techniques. We have been in the business training sector for more than 25 years. If you don’t know us yet, you are on time. And it is that on April 28 we will hold an online workshop on Mindfundless for Directors. Do you want to sign up? Send us an email to marketing@consultingc3.com to send you the invitation or fill out the form located in the footer.

Online Mindfulness Workshop – Stop distractions and focus

Consulting C3 accompanies professionals and organizations in processes of change and transformation with a work approach based on the development of mindfulness, the relationship with oneself and the way of relating to others. A vision focused on BEING, from which to promote professional and personal development towards greater performance with a healthier and more sustainable life in all aspects.

We offer basic and fundamental TIPS to help in the present moment, to locate ourselves, locate us and launch ourselves towards our objectives.

We adapt to new events and we want to do it together with our clients, with whom we have already shared other evolutionary stages, and also with those new clients with whom we hope to share these new times that we have to live, they are moments of walking together to strengthen ourselves and keep growing to reach our goals.

Fill in the form to receive the invitation!

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In times of crisis such as the Coronavirus crisis, Call Center services are playing a fundamental role in the continuity of many businesses

We live in a moment of uncertainty in which the Covid-19 will deprive us of many freedoms. The companies are one of the biggest victims. It is a good time to outsource the Contingency Plan for your Call Center.

All the services that have a Customer Service department are suffering the increase in calls, having to give the service by teleworking and lack of part of the team due to being off the Covid-19, all these factors make it very difficult to be able to give a service with the quality that clients deserve.

Living in a moment of confinement, the activities and procedures that are carried out remotely increase dramatically, the population takes advantage to catch up on products or services that were pending. For example: Make an appointment to review the ITV, repair the printer remotely, or request purchases at home. One thing this crisis has made clear is that outsourcing is a good solution to consider without losing control.

MST has launched a series of initiatives in this regard to help you and guarantee the continuity of your business and your service 100%. With 28 years of experience we know what we have to do to help you:

We ensure the continuity of your business

In a matter of a few days we can start a new Customer Service. We have structure, material and qualified agents who can take the lead in your product or service.

Control with online reports

At MST we have our own software with which you can obtain instant online reports on the status of the service.

Multichannel

In addition to being able to attend and make calls. We have the materials to carry out service coverage on any channel: Telephone, mail, chat or Social Networks.

Connectivity with customer environments

We can combine the systems used in your company with ours

Quality Control

Through our own software, eAlicia, you can measure the quality of the service you are offering in all your work centers.

Contact us at marketing@mstholding.com or 902 224 234 and we will be happy to work together to resolve this situation.

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Why do proactive agents achieve results and are able to face crisis situations? In this case we will talk about the benefits of being a proactive agent

Two people who work in the same work environment, with identical responsibilities and under the same circumstances can perform their work in very different ways. One questions the usual way of working if you do not obtain the desired results, constantly take new actions and generate constructive changes in your environment. The other is satisfied with his current situation and does nothing to change what does not work. The first person behaves proactively, the second person does so reactively.

In a changing workplace context as today, individual behavior plays a decisive role in professional success. Sitting and waiting for others to make things happen is the typical behavior of reactive people. These people often behave like an ostrich – hiding their heads underground – or like a firefighter – waiting for fire to break out to fight it. Instead, the proactive person gets up every morning ready to make things happen, create opportunities, and find new solutions.

A proactive agent is characterized by the following:

1. They are continually looking for new opportunities.
2. Effective change-oriented goals are set.
3. They anticipate and prevent problems.
4. They do different things, or they act differently.
5. They take action and venture despite the uncertainty.
6. They persevere and persist in their efforts.
7. They achieve tangible results, since they are results-oriented.

Transferred to the world of telephone service, we can say that a manager, coordinator or supervisor / proactive agent is one who:

1. It focuses on the needs of its customers, listens to them with a goal of continuous improvement.
2. Is clear about the objectives of the campaign and the company in its customer orientation policy
3. The call is prepared before making it, it has an argument or script oriented to the objective of the call
4. The most frequent incidents are reported and how they are adequately resolved
5. It is not limited to doing what everyone does, but goes beyond trying to improve every day, wondering how I can achieve excellence
6. Sometimes he is wrong to take the initiative, however, if the objective of the action is aligned with that of the campaign and with the client, he is usually welcomed.
7. It does not stop for being wrong or for receiving a refusal. Insist on your goal of improvement.

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We must take into account Artificial Intelligence in our companies, at MST Holding we already do it

Today artificial intelligence is not an option for business, but a necessary decision for the management of services and products with users. Undoubtedly, we are not prepared for the transformative effect that it involves. AI is a reality because it is revolutionizing the market. This change represents a great opportunity for companies to become more effective businesses thanks to the automation of repetitive processes. Even for the creation of 3 million new jobs, according to Gartner.

This is so true that many service companies are planning to continue growing from an analog to a hybrid model. An example of this is the management of a Contact Center that requires different channels, platforms and systems to provide customer service.

Given this, we are witnessing the evolution of our customer service services that began to integrate the CTI platform with that of CRM management, order management and listening analytics on social networks, to offer an omnichannel service.

The potential of Artificial Intelligence
AI has the potential to streamline processes across organizations, which is why companies are betting big: 54% of business executives and CTIs in a Digital IQ survey (PWC, 2020). This survey tells us that your companies are making substantial investments today; in three years, that number will reach 63%.

Obviously AI is changing us in many ways and it is clear that some people will enthusiastically adopt and integrate the new tools and ways of working that make it possible. On the other hand, others will be more cautious or even opposed to the changes it brings to their life or work. An open mind will be the greatest asset in the near future. As technology advances and we continue to experience how to use AI to solve problems, in our personal lives, professionals and in society in general.

According to a PWC study, 64% of customers mention that accessing quality service instantly is more important than maintaining a customer service advisor. In the next five years the AI ​​will interact with clients in the following professional profiles:

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How to implement an eLearning system in 6 steps

All changes need special attention. If you want to implement an eLearning system to train your Call Center workers, you will have to introduce the changes following a series of steps to ensure the success of the project. Consulting C3 and eAlicia have their own eLearning system and we can help you set up yours.

Traditionally, face-to-face training has been considered the most effective. However, companies are incorporating training alternatives that allow them to be constantly recycling. They need to simplify logistics to deliver training to different cities and countries, with different needs and levels of knowledge.

A viable solution is to implement an elearning system and combine it with face-to-face training. However, it can be difficult to introduce a new training system if a good introduction is not made and this change is managed correctly. We recommend that you take into account these 6 aspects:

1. Identify internal promoters.

Surely there will be workers in your company who love new technologies. First of all, look for those who have used an elearning system before, who want to add value or who are always motivated

2. Participation in the project.

Second, offer and motivate them to participate in the elearning development and implementation project. You can incorporate them in different phases of the project. Some may be incorporated into the project definition. Others in the choice of providers. Some in communication planning. They can also participate in pilot tests.

3. Functionalities of internal promoters.

Spread an attitude of constant learning and openness.

Proactively intervene in part or all of the project. This involves attending meetings, preparing and developing ideas. But all of them should be delighted to collaborate in the promotion and to talk about the project when the time is right.

Pay attention to the different influence groups of the company. Detect other possible internal promoters of the project and potential detractors.

Collaborate in pilot tests to start elearning, providing feedback on aspects to improve and solution proposals.
Actively participate in the communication process, training other colleagues and expanding the project to other areas, companies or countries.

4. Development of the project.

Internal project promoters love to participate in the birth of projects. Being able to define goals, scope, resources needed, distribute tasks, and deadlines will help them know what they are participating in and what their goal is.

5. Communication and commissioning.

Once the project has been tested with the group of volunteers and promoters, the communication part becomes one of the most important. It can include both formal and informal actions. In other words, sending an email informing about the project and the people participating in the pilot can be a sign of recognition.

Talking in a way that informs the coffee about the virtues and advantages of the project can help change the perspective of other colleagues. You can include training or accompaniment actions for other classmates. They can also participate in collecting opinions and improvements. On the other hand, they can lead small discussion groups to apply the elearning project to other areas of the company.

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MST Holding has been certified as a member of the Spanish Association of Customer Relations Experts (AEERC)

On February 17, the Spanish Association of Experts in the Relationship with Customers (AEERC) ratified once again membership in one of the most important national organizations in the relationship with customers.

For those of you who don’t know AEERC, explain a little what it means to remain in this organization.

The AEERC (Spanish Association of Relationship Experts) is a non-profit organization whose mission is to provide its associates with the necessary tools to exercise and improve in their profession. Customer Service activity. Promoting and disseminating information, knowledge and experiences among those professionals and companies that configure the operation of the customer experience.

AEERC currently represents more than 200 companies: companies with Customer Relations Centers (telecommunications, public services, insurance, banking, controls, hotel locks …). In addition to customer service platforms, outsourcing / BPO companies, technology provider and contact center companies. A unique forun where professionals can freely identify their concerns, share experiences and train.

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