NEWS Archives - Page 11 of 14

How to overcome work stress in a Call Center

by Raquel6 de February de 20206 de June de 2023NEWSLeave a Comment

Overcoming work stress in a Call Center can be easy

Overcoming work stress in a Call Center can be easy. According to the latest research, being informed about the characteristics of stress protects us from its negative effects. This is because having a positive perception of stress decreases its effects on the body.

How can this be?

As in most aspects of life, everything depends on the color of the glass with which you look. That is, if we can change our mental perspective on what is and what is not stressful, to what extent it is, and if that stress compensates us in some way and is aligned with what we want to achieve.

Stress is a response of our body to an external situation that causes an imbalance. But thanks to these physiological reactions the organism makes changes and adjustments to achieve that balance between the external and internal environment.

Three examples that reflect work stress in a Call Center

The volume of work has increased, incoming calls are constant and not all breaks can be made. You cannot increase the number of people at this time due to lack of space. This produces a feeling of overwhelm, irritation and workers are more tired and moody.
There has been a technical incident and customers call very angry, several times, they interrupt the work constantly. Managers experience a strong sense of frustration because they are not the cause of the incident but have to face the client. They don’t have enough information they feel very insecure because they want to do their job well. However, they convey that insecurity to customers, who perceive it and are even more pissed off.
A multinational company has bought the company. Everyone is nervous. There are conflicting instructions and it is not clear what needs to be explained to the client. This generates a feeling of widespread insecurity.

How can I consider stress to be positive?

There are circumstances in which some people get stressed and others don’t. The difference between them, regardless of their life history, is how these people face the circumstances. If they consider it a challenge and an opportunity to learn and grow, the reaction of their organism and their behavior will be totally different from the person living the same circumstance as a threat and a danger.

In general, we would consider these situations to be stressful because they involve changes from previous routines. However, if we knew that once the difficulties were overcome we would get an additional salary or an additional week’s vacation, would we change our perspective of the situation? If we knew that those who help overcome the situation and improve the work environment will get promoted, could we consider that stress as an opportunity? Would it be possible that we consider that working under pressure makes us more productive and increases our concentration?

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Tagged : Advice of the week

Quality must be a basic requirement in companies

by Raquel30 de January de 20206 de June de 2023NEWSLeave a Comment

Last Friday, January 24, the Quality Awards of the third quarter of 2019 were awarded, where the best workers are rewarded

The Customer Service Field Work Leader, Teresa Capsir, and the Quality Process Analyst, José Ramón Quesada, presented the quality awards for the third quarter of the year in Barcelona and Madrid. Winners were awarded with diplomas and gift vouchers from the English Court.

On this occasion we congratulate the following winners: Encarnación Josefa, Jorge Cañamero, Lourdes Manjón, Lourdes Rubí, Montserrat Ramirez, Pedro Bolea, Renzo Bermúdez, Roberto Pérez, Sandra García. Congratulations to all!

Nine prizes are awarded each quarter, three for each service group (Call Center, Banking and Help Desk). Thus, all agents have the same opportunities to access them, regardless of their work group.

To prepare the list of quarterly awards, the agent’s permanence throughout the quarter between the top 10 positions in the quality ranking, as well as his average score obtained, is taken into account. With this assessment, the constancy and dedication in the day-to-day work of each agent is being given priority and rewards, since the purpose of these awards is to recognize and reward the efforts of people who, with the quality of their work, contribute to the success and growth of MST Holding.

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“eAlicia is the 1st global platform in Customer Experience”

by Raquel28 de January de 20206 de June de 2023NEWSLeave a Comment

Pedro Barcelo presents eAlicia Internacional in La Vanguardia

Pedro Barceló, CEO of the MST Holding Group, presents international eAlicia in the La Vanguardia edition of January 28, 2020

Here you can consult the full interview:

eAlicia is a management platform that evaluates and controls the overall quality of your business facilitating decision making. It allows you to have a 360º vision measuring the satisfaction of your customers and the quality of your services / products anywhere in the world. eAlicia has been helping companies improve the quality of their services for 8 years, adapting to change and constantly evolving, becoming the official tool of the “Chosen Customer Service of the Year” contest.

Could you explain how the application has evolved in recent years?

eAlicia is constantly changing to make it more manageable and have a global vision of the business. Thanks to the daily feedback we have with our customers, we can adapt the tool to the real needs of users and consumers. For example, this year, changing the design and usability of the website has been our priority and today, it is already a reality.

The new platform design is closer and adapted to the digital world. As well as the changes in the website that will allow visitors to move more easily through the Home and obtain information as clearly as possible.

We have seen that you have changed the slogan of eAlicia. Why?

We believe that “Measure to continue growing” refers to what we really want to convey. Any company in the world needs to have controlled the experience that their clients are having in any continent. If you are not able to detect where you are failing, you will not be able to please your customers and they will stop consuming your product.

The slogan of the new website, “Measure to continue growing”, tries to convince users and future customers the need to measure the quality of service in their companies to continue growing. With eAlicia you measure the quality you give as your customers perceive anywhere in the world and in real time.

What are the keys for eAlicia to remain positioned as one of the leading platforms in Quality Management and Customer Experience?

The keys are the combination of technological innovation, one of our strengths, and our expertise in quality of customer service and customer experience along with our broad customer base.

With this combination, eAlicia helps to improve the customer experience that has become a key point for the improvement of our customers’ business. Companies are transforming into a Customer Centric strategy and from MST we are helping them to this transformation driven by eAlicia.

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3 keys to customer loyalty in writing

by Raquel23 de January de 20206 de June de 2023NEWSLeave a Comment

The mail and chat channels are the most used to build customer loyalty in an effective and fast way

We will summarize the most important aspects to build customer loyalty in writing as it is one of the most used tools today in customer service centers, apart from telephone communication (we leave an infographic about loyalty in the tourism sector ).

The 3 keys to loyalty in writing are:

Define who your client is and put yourself in his place. Think of a typical customer that you want to build on, as it is, who usually buys, how it behaves when things go well and when things go wrong, what phrases or words you usually use, what you do, what additional information you have about it .
Write what the objective of loyalty is: buy back the same product / service within three months, increase the amount of the next purchase by 5% this month, get three recommendations from you to new customers in the year. In customer service it is essential to have clear objectives to be able to make a value proposition.
Detail what can motivate your client: discounts, thanks, redeemable points, no more calls, additional information about your contract / product / service. This aspect should be aligned with the customer experience policy of your company and especially with the actions provided in the Call Center.

Now you can start writing considering:

Customize the writing as much as you can: In contact information: it is better to be your personal address rather than a generic company address. In the content: refer to information or aspects that are of interest, for example: “knowing that you may be interested in children’s activities we have thought you would like to attend the circus for free”.
Treat only one topic at a time. It must be clear the objective of the writing, be adapted to the support (email, postal letter, communication, social networks), be simple to read and understand. Specify the topic you are referring to: Christmas greeting, birthday greeting, congratulation for the birth of a child, thanks for your purchase, thanks for being a customer in the last three years, thanks for being a good customer, asking that you enjoy your leisure with the tickets that the brand gives you…
Make sure the writing is well written:
Check spelling and typographical mistakes,
Check that there are no errors in the data you provide (it is terrible to congratulate a client for his maternity / paternity and that he has not been a mother / father).
Verify that the technical elements are resolved, such as that your email does not go to the spam tray or that the postal mail has not been delayed because it is a Christmas period
Make sure the images are downloaded correctly and the links work.

Reflection question: What is your secret to loyalty to customers in writing?

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The Customer Experience: fashion or obligation?

by Raquel17 de January de 20206 de June de 2023NEWSLeave a Comment

The Customer Experience: fashion or obligation Today we want to highlight the innate potential that we have in organizations to serve our clients in an exceptional way: the innate Customer Experience

Some experts already point out that, in order to improve the customer experience, it is not only necessary to reduce the distance between the client’s expectations and what he actually receives, but his emotion must be managed. To this end, sophisticated systems for capturing these signals (changes in the skin, micro facial expressions …) are being investigated in the most objective way possible that they are also practical, economical and easy to use.

People are equipped with innate and learned skills for managing emotions in a simple and economical way

That is, we are social beings and therefore we are equipped with the necessary skills to interpret and manage the emotions of others and our own. It is a matter of survival. For example, a baby who begins to walk but stumbles and falls to the ground, the first thing he does is not cry, but look at his mother / father. If the caregiver makes a scary face, the baby will cry. If the caregiver is calm and faces acceptance because the fall is part of the learning process, the baby will know that he has to get up again and keep trying. They learn to react based on the emotional response of their environment.

Therefore, this is what our customers expect. When there is something that does not work and they react with anger, pasotism, apathy, there must be a survival response. That is, a change.

However, according to a study in the US, customers are lost by:

1% because they die
2% because they move
4% because they leave with the seller
11% for the price and other associated costs
14% for dissatisfaction with the product / service
68% due to the attitude of indifference of a company representative.

Why can’t we look at our clients and know what emotion they are having? Why don’t we know how to react to properly manage that emotion and achieve the goal of satisfying it?

Since customer service has professionalized, companies have insisted on controlling and measuring everything.

Do you have specialized techniques to have a higher level of Customer Experience?

In Consulting C3 we offer audits and consultancies of Customer Experience.

Fill out the form to have a meeting!

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Tagged : Digital Innovation

How to make your client the protagonist

by Raquel19 de December de 20196 de June de 2023NEWSLeave a Comment

The client must always be the protagonist of your company: Do you do what is necessary to make it so?

Most companies say their customer is the number one priority. But is it really like that? In this post we give you the keys to make your client the protagonist of your company through the following questions:

Processes:

Do we have the client integrated in all the processes of our company?
Do we have it integrated into the decision and strategy processes of the different areas?
Do we have it at least integrated into some mechanism that collects your feedback in real time?
Is there a possibility that a change in the needs of your customers will affect a modification of your product or service or improve a process quickly?

Implication:

Can the entire organization respond positively to these questions or only some areas of the company?
The rest of the company, where is it oriented? To the product, to the intuitions of the partners, to the technology, to the benefits …
Do we have internal boycotts to really focus on the customer?
Is the leadership dome rather conservative and promotes and is involved in that helm turn?
Is there any figure that directs this change and leads the incorporation of the client in the new processes?
Do we have a company accustomed to constant change efficiently?

Feedback:

The client is asked about his experiences, what he thinks not only of a product but of how the service offered, the processes, the solutions offered are organized?
Is the customer asked about their expectations?

Employees:

Is the suggestions for improvement of the workers themselves taken into account?
Are workers themselves properly incentivized as the main points of contact with customers?

It is not easy to make a helm turn when your organization is oriented, organized and structured towards other foci that are not “the customer”. It has not always been necessary. But today it is essential.

How to do it?

Social networks help us integrate customer opinion into our processes. Use them to value the positive and improve the least positive.
Do not be afraid of complaints, you just have to do what customers ask us to shout, value how to do it strategically.
Recalculate your costs and reorient the actions based on customer feedback and employee suggestions.
You must be original to fit the puzzle until the gear shift works perfectly.
Use tools that facilitate the work and handling of millions of data to obtain conclusive results.
Take small actions that substantially improve the customer experience, according to your own requests.

What strategy do you use to involve your employees in putting the customer at the center?

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Tagged : Digital Innovation

In MST we promote the consumption of fruit at work

by Raquel16 de December de 20196 de June de 2023NEWSLeave a Comment

Bargosa S.A has provided us with more than 200 bananas so that nobody is left without their piece of fruit.

Fruits are perfect to provide us with a part of carbohydrates in our daily diet, but above all their contribution is vitamins, minerals, phytochemicals, fiber and organic water.

The major element in the composition of the fruit is water (approximately 80 or 90%), but it is not any type of water, but clean water. Packed with trace elements and organic nutrients that cleanse our body. They provide us with some of the necessary elements to keep us healthy, young and strong.

Fruit is an important part of our diet that can not be missing in your daily diet. In addition to being beneficial for your body because of the abundant amount of nutrients it carries, it is necessary to guarantee many of the functions that your body needs to perform every day.

The richness of this food is mostly due to its composition, since it is mostly made up of water, in addition to containing a large amount of vitamins. Also an important part of minerals, such as calcium, potassium and phosphorus, among others, as well as food fiber whose proportion will depend on the type of fruit in question.

We want to thank Bargosa S.A again for the bananas they have sent us.

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The keys to manage emotional involvement with client

by Raquel5 de December de 20196 de June de 2023NEWSLeave a Comment

The three keys to managing the emotional involvement with the client

At the end of the post, you will find a question we ask you. We await your answers. Follow us on Linkedin to keep up to date with the company’s activity!

When customers call for the first time to report an incident with their service or product they are usually angry at the brand. The person who answers the call has no responsibility for the client’s anger.

However, we tend to get emotionally involved, reacting with the same level of anger with which the client is treating us.

We discover three keys to positively manage this emotional involvement with the client:

Perspective

Responding to a client from the point of view of “I am right” has nothing to do with responding from the point of view of “my goal is to resolve the conflict.” Therefore, we recommend that you change your perspective of the situation. Avoid getting into the discussion about who is right. It is more effective and positive to focus on resolving the conflict.

Role

Since your role is no longer to defend against the attacks of a furious client, it is not necessary to enter into discussions or defensive attitudes.

The new role you can adopt is that of facilitator of solutions. This role includes:

Understand well what is the real problem of the client
Ask intelligent questions
Know perfectly the protocols and processes of the company.
Use a tone of voice, volume and intonation suitable for the client to calm down and be more receptive to collaborate in the resolution of the conflict.
Use phrases of the type: “Mr … I’m here to help you”, “Surely we can solve it between the two”, “I understand your anger and I would like to reach an agreement with you to solve it”.
Mastering emotional intelligence skills.

Trust

Finally, you must trust that if you treat the angry customer correctly, they will react favorably.

By transmitting that security of doing things well (not entering into a personal war, but solving a labor issue), the client will react: reduce their level of stress, their anger and tone, the vocabulary and attitude will change, being able to redirect a Easier way the situation.

You must also ensure that you are sure of:

What is negotiable and what is not.
Be able to identify the emotion of the client (see typologies of clients) and control your impetus to increase the volume of voice, increase the aggressiveness of your intonation and master your vocabulary.
Have the necessary negotiation skills.

Reflection question: What do you think when you feel attacked by your clients? What role is more appropriate to adopt?

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Four frequent mistakes when using assertiveness in customer service

by Raquel28 de November de 20196 de June de 2023NEWSLeave a Comment

Assertiveness in customer service is one of the basic tools, especially in situations of conflict, complaints, incidents or claims

Every Thursday we bring you advice related to the world of Contact Center and Customer Service. Today we will see what are the main errors of managing conflict situations in a call.

The most frequent errors are:

Convince the client that he is not right. Enter into discussions, get on the same level as the interlocutor regarding bad language.

Instead, you must listen more than talk. We should not take the client’s anger as personal. We have to adopt a professional attitude.

Use a telephone communication full of ambiguities and without concretions.

To avoid this, you must achieve effective communication. Ask specific, concise and clear questions that have concrete answers and are simple for the client. You should also avoid abstract concepts. It is better to talk about concrete examples according to the information that the client gives you or with examples of other cases in similar situations.

Demonstrate superiority through aggressive language and expressiveness.

It is more effective to convey security, sincerity and tranquility. If all the conversation insists on these principles, the client will tend to imitate this behavior.

Disregard the opinion or knowledge of the client.

Many times we already know that the customer is not right. The mission of the telephone manager is to provide fair information so that the client can tell and offer an alternative solution.

Just as managers must be assertive, customers can also be assertive.

One of the basic tools of telephone communication is assertiveness.

We say that a person is assertive when:

Express opinions

Translated into the language of customer service we can say that we must respect the opinions of our client. Take into account that the client has information about his case and some acquaintances. We can have information on many cases similar to those of the client. This information can be expressed assertively.

Defend your own rights freely,

The customer who claims his service or product rights when he has paid for it is in his right. Only 1% of customers claim their rights, so we must make it an opportunity to offer a solution and build loyalty.

It does not allow others to take advantage of it.

If the client feels cheated, he becomes angry and stops being a client. It is your right. In order to maintain effective communication you must strive to be clear, concrete and concise to clear up confusion. Providing adequate information focused on the client’s objectives helps build trust.

It is considered with the feelings and opinions of others.

Since telephone communication is a two-way channel, assertiveness makes it possible to transmit an appropriate way to treat the interlocutor. As specialists in effective communication you must master this mechanism. It is about arguing calmly about the facts and neglecting the assumptions.

Every Thursday we will have a new tip in our blog.

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Tagged : Advice of the week / assertiveness

Let’s snack today thanks to Donuts!

by Raquel22 de November de 20196 de June de 2023NEWSLeave a Comment

Last Wednesday, November 20, Donuts gave us a very special gift: A great snack!

As you all know or have you ever tried, Bimbo group gave us a pleasant surprise by giving us Donuts for all the workers. All employees had a Donut thanks to Bakery Donuts Iberia.

«According to studies by the brand itself, 99’7% of Spaniards know Donuts®, a renowned brand that remains iconic generation after generation.» So if you are of that 0.3% look at the faces of happiness that Donuts generated ® with its wonderful donuts.

The origin

The creator of a new donut concept, the Donuts® was the businessman Andreu Costafreda, son of a family of bakers. After a trip to the United States in 1961, he discovered machines that allowed to easily produce new varieties of donuts.
A year later, Mr. Costafreda reaches an agreement with the Americans to manufacture these new donuts in Spain using the aforementioned machines. However, the project was truncated by the restrictive policy of the time, which prevented importing flour from the United States, since the quality of the existing Spanish flour did not allow using machines or making donuts.

However, the tenacity of this entrepreneur led him in just five months, to create a new formula with various types of flour and ensure the optimum quality of the raw material to manufacture a new product. Donuts® are born, a brand that was registered in Spain in 1962. After more than 50 years and, despite the many attempts of competing brands as well as cooks and consumers in cooking blogs, nobody has yet managed to match their flavor and texture. Only Donuts® taste like Donuts®, a unique and inimitable formula that has conquered millions of consumers. And in Spain more than 250 million Donuts® are consumed every year, which represents 8 Donuts® every second!