The new MST Holding website will feature a multitude of content of interest to users.

MST Holding was created more than 25 years ago. The company has been transforming over the years. From offering basic Customer Service services, to serving the latest technology in BPO services such as Chatbots, RPA or Virtual Assistant. This Monday, September 9, we take a new step: We publish the new website of the company.

With the new website, the company intends to facilitate access to all the services offered by the Business Holding. Its founder and current CEO, Pedro Barceló, has followed the project closely so that the contents that make us one of the powers of the sector at national and international level stand out.

In addition, the page has different sections that help to bring the business infrastructure closer to the client. This time, workers are part of the web. You can contact them without waiting long hours until you get an answer.

On the MST Holding website you will also find the company’s new blog. Weekly news will be published with prominent information about the company or its workers. The style of the blog will also be modernized, giving way to a more agile reading and a more innovative design.

Currently, we serve countries around the world. For this reason, the website is in English and Spanish. We hope that over time new languages ​​will be added so that MST can cover all the languages ​​of the planet.

With the new MST website, we intend to make all users the services we offer and the sectors in which we operate. Through our social networks you will be closer to the company.

Follow us to keep up with everything.

You are interested to know …

Barcelona Global is responsible for attracting foreign talent to work in the Catalan capital.

The Barcelona Global association has created a website with the aim of attracting international talent to the Catalan capital. The initiative, called Work in Barcelona, ​​aims to collect in the same portal all job offers that companies in Barcelona direct to foreign workers specialized in technology.

The intention of Barcelona Global is to add the more companies better – at least “some twenty” until the end of the year – and become the reference portal for job offers for foreigners in Barcelona. At MST Holding we are committed to the future and talent. With this initiative, we try to go further and attract foreign talent to our company.

In addition to collaborating in the experience of increasing the power of the “Barcelona” brand, the association believes that its initiative will also contribute to positioning Barcelona as a city to work in the digital sector, precisely one of the areas that recorded the highest growth in recent years and that regrets the lack of digital talent in the city. For this reason, Work in Barcelona is planned to be integrated into Barcelona Digital Talent, the public-private initiative promoted by Mobile World Capital, CTecno, Barcelona Tech City, 22 @ Network, Barcelona Global, Foment del Treball, Generalitat and the City Council from Barcelona.

Follow us on our social networks to not miss anything!

I want to know…

On Thursday, July 25, the 2019 Quality of Service awards for the 2nd quarter of the year were delivered.

Congratulations to all the winners: Banking: 1st prize – María Herrero – 2nd Miguel Angel Castella 3rd Encarnación Josefa Canteras. Note that it is the first time that agents of the caixabank service have won an award. From the Help Desk service, Andre Filipe da Silva, Leonardo Ramirez and Jorge Cañamero have been the winners. The last service, the Call Center, Lourdes Rubí, María Ángeles Collado and Eduard Benito have taken the top three positions.

Nine awards are given every three months, so that 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, constancy and dedication are especially prevailing. 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.

Follow us on the networks to keep up to date with everything.

You are interested to know…

How should we communicate to be effective?

Good permanent personal telephone service is an added value for the company and a comparative advantage over the competition. Hence the relevance of the fact that any employee, and not only those of telemarketing, is able to manage with a minimum of guarantees a tool as seemingly simple and as daily as attention and telephone coordination.

Despite the fact that the MST Group has its own quality standard for telephone management, it is also worth taking a look at the five basic tips offered by experts on this issue and which are the following:

1. Speak slowly and clearly. If a potential customer calls for the first time, they may not understand a single word if they are answered quickly when reciting the name of the company and other basic information. This is even more important in the case where information is provided that needs to be noted.

2.-Initially provide identification data. It is necessary to provide at the beginning of the conversation the name of the employee, of the organization and of the department, requested or not by the interlocutor. This avoids confusion, unnecessary spending of time and possible loss of business opportunity.

3.-Require the data of the interlocutor. After listening to the initial approach of the interlocutor, those data that allow the identification and location of the same should always be required and noted, because the communication can be interrupted unexpectedly. Without this basic information no further management can be performed.

4.-Manage and coordinate the call. If an immediate response to the request cannot be given, consult the caller’s requirement, there are two basic procedures for action: call later with a defined response at a reasonable interval, or transfer the call to another relevant employee or department. In both cases, an issue should never be left unresolved, whether or not it is the specific responsibility of the person who first answered the call. The call must be returned inexcusably or ensure that the management has run its course and the matter is channeled.

5.-Give a correct and kind treatment. Although it may seem trivial to remember, the fact is that very few calls from clients or potential clients are of thanks or congratulations. A large part of the communications consist of complaints, claims and clarifications, and despite this, or better, precisely because of this, the attention and management capacity developed in these cases constitutes the best added value of the company to preserve Your disgruntled customers.

If you want to improve your company’s customer service department, you can purchase one of the Consulting C3 training courses.

All calls are inevitably different, but follow the same structure: greeting, qualification, resolution, farewell commitment and follow-up.

Each call is undoubtedly a whole in itself, but it is interesting to analyze each of the phases that compose it. In general terms, in the reception calls one could speak of six phases: greeting, call qualification, resolution, farewell commitment and follow-up.

We must always take into account this structure, the sale of a product, the resolution of a problem and customer satisfaction are at stake just in the course of the conversation. Take every second to make him feel that you are going to solve his problem. Our courses in Telephone Support and Customer Experience, will help your workers improve their capabilities. take advantage of the 25% discount on all courses until next February 28.

1.- Greeting

The corporate greeting is the first moment in which we have the opportunity to give a pleasant welcome to our interlocutor. With this objective, the most appropriate method is, at first, to mention the name of the company. Then, offer the welcome, which will normally be “good morning” or “good afternoon” and finally identify with our name, to give rise to a more personalized communication. To give a more pleasant welcome, we can open the conversation as a question, such as “how can I help you?” In summary, the greeting sequence would be structured as follows: “THE COMPANY, Good morning / afternoon, serves you xxxxx how can I help you? It is very important that all agents respect the same type of greeting, since it is a signal that identifies the company, regardless of the agent that answers the call.

2.- Qualification

It is especially important, when solving any incident, to know exactly what the client asks us, whether external or internal. We must clearly identify the problem or reason for the call and if necessary, take a note while talking and ask some questions to be totally sure. For this reason, it is essential to ask the client what the reason for their call is before giving a solution. Although it seems obvious, there are many occasions when we think that the problem “was this”, and it is not until the moment that we listen carefully to our interlocutor, when we realize that our indications were not well directed. Therefore, it is necessary to be convinced and sure of what they ask. The fact of asking the reason for the call is also essential to verify if we can help the client on the occasions when he asks for another person.

3- Resolution

We are not all the same nor do we have the same knowledge. Therefore, we cannot explain the same thing in the same way to totally different people, and we must put ourselves on the same level as the interlocutor. Our main objective is to solve your doubts and in order to fulfill it we must use words that are understandable to him. We must also order and structure the information step by step so that it is understandable, without slowing down the resolution of the problem. In addition, we must give and receive feedback from our interlocutor, in order to know if our indications are understood.

4-Commitment

We must bear in mind that the client who comes to us for any question will seek a commitment from the agent. We may not know the solution, but we must know who can provide it and when we will have an answer. We have to indicate how long we will take to call the client to give a solution and what approximate time interval will pass until you have this solution. It is not convenient to keep a person in a state of uncertainty, because what would happen if, in order to visit the doctor, he would tell us “when I can, I will call him to come and visit”?

5-Farewell

As important as the greeting is the farewell, since it is the last moment of the conversation, the moment in which we have the opportunity to leave a good image of the service offered and, in general, of the company. It is convenient to paraphrase the needs expressed by the client. That is, it is about repeating with the client’s own words the message that he has transmitted to us to confirm that we have understood him correctly or that, in effect, he has expressed an interest in our products.

6-Tracking

We must maintain an updated database on the claims we attend. It will be used to track the customers involved, after a reasonable time for the possible problems raised. Its objective is to show the interest of the company for the final satisfaction of the client and to improve if necessary.

It is also important to avoid that the client constantly calls collapsing the telephone lines and occupying the productive time of the agents.

Follow us on our networks to learn more!

How to manage Quality in Customer Experience

On June 27, the Goya room of the Madrid Chamber of Commerce (Palacio de Santoña) will host the Consulting c3 Quality and eAlicia Workshop. What will we see? How to manage the quality of our company to achieve a satisfactory customer experience. I don’t know if you have heard about eAlicia, but it is a tool that allows us to see internally the quality parameters of our workers.

Sign up to not miss what eAlicia is and how we can take advantage of it to get better results in our company.

“Quality Management in the Customer Experience”

Although the quality has given parameters of value to the products and services since its creation, the companies try to maintain these same standards as an emotional attribute through indicators that show results of our client’s experience with our product, brand or business.

To analyze customer interaction data with our product / service we need to use digital technology tools that collect this information to transform them into results that allow the company to make tactical decisions.

eAlicia as a cloud platform offers several opportunities, from designing measurement systems, analyzing the information collected and specifying them in results as a source of current and live information on the behavior of your client, the market or a campaign.

The opinion of the client is something important to improve the customer experience, not only because of the knowledge that the company needs to know, but also because of the opportunities that add value to the company.

We do not have to stay in the Customer Experience, we must analyze this satisfaction process to become better than we were.

Sign up for the workshop and don’t miss the opportunity to know what eAlicia is and how it can help your company.

C3 Customer Experience Workshop

D-Link, Roche, Esteve Teijin, Caja de Ingenieros, Diagonal Partners, Porteralia and Grupo Peralada are some of the companies that have attended the Customer Experience MasterClass.

May 9, 2019, the meteorologist predicts nine all day in the city of Barcelona. When the Consulting C3 team arrives at the Duquesa de Cardona Hotel in Barcelona, ​​it is even hot from the sun it does. Preparations are finalized so that everything is ready for the arrival of the attendees at the Customer Experience workshop taught by Patricia Guerrero and Karen Quipusco, our consultants.

D-Link, Roche, Esteve Teijin, Caja de Ingenieros, Diagonal Partners, Porteralia and Grupo Peralada are some of the companies that attend the Customer Experience MasterClass. With all the guests already seated, the C3 sales director, Virginia Jimenez, has introduced the Staff and has started the workshop.

The first position: “What has been your last experience as consumers?” Asks Patricia Guerrero, who is in charge of carrying out the analysis and presentation of the workshop topic. Through some colored cards located under the seats, attendees respond (Green: Positive, Violet: Negative).

What is the Customer Centric?

To implement a good Customer experience, you have to take into account countless factors, not only that a good deal is given to the consumer when he is in the store. “We have to develop a plan where we can carry out a personalization, an integrity, an expectation, time and effort, a resolution and generate empathy for each type of client,” says Karen Quipusco, responsible for analyzing the Customer Experience process.

Infinity of interesting themes that float in the air of the hotel terrace but there is no time for much more. Our consultants say goodbye and are applauded with applause by the public. Breakfast begins to parade towards the tables, now, it is time to do Networking to finish clearing up some doubts that have remained and spend what is left in the morning with a coffee and a paste in the sun.

If you have not been able to go to the workshop and you regret it… Don’t worry we will do more! Soon we will give you more information.

Last Monday, March 11, the third Customer Observatorium was published, prepared by SottoTempo, the company organizing the contest of Leaders in Service. The report establishes among many other data that 81.8% of the population has used some Customer Service (SAC) in the last year.

For this reason, the S.A.C of companies has to modernize and improve. In Consulting C3 we help companies to grow: specialized training courses, quality controls through the eAlicia tool or customer experience trainings. The image that the majority of society has about Call Centers is negative, do not assume it, improve and get a better service. Consumers win, your company wins. Invest in training for your company.

The report, which has been made to 1,002 people between 18 and 65 years of age representing the Spanish population of the Netquest Panel in February 2019, states that 81.8% of the company has used some customer service in the last year. That is, consumers need to be served at some point. Any questions, suggestions or issues must be addressed by an S.A.C that has to meet customer expectations.

Therefore, the study also cites that 82.6% consider the quality of customer service influences the purchase or repurchase decision of the product in question. Having an appropriate Call Center and prepared to the premises of consumers will have a higher level of loyalty.

In addition, users who have responded to the survey have also mostly confirmed that the aspect to improve of the companies is the treatment that consumers receive when they make an inquiry to the Customer Service.

Check all the data in the report here.

Follow us on our social networks to keep up to date with everything!

Emotional Intelligence Workshop

The sun rises on the seafront in Barcelona, ​​the terrace of the Duquesa Cardona Hotel in Barcelona is about to host the second Consulting C3 workshop: “C3 Emotional Intelligence”.

Hurry time and preparations are finished with the arrival of the first assistants. At 9.30 a.m. the workshop begins. C3 Sales Director Virginia Jiménez introduces the team and starts the workshop. Our Customer Experience Analyst, Adriana de Jesus, the morning star, asks the public: How should we manage our emotions?

Ralarsa, Givinf Europe, Sottotempo, Vidacaixa, Dorel, Roche, Medicocrasse or Eglu have been some of the companies that have attended the talk on Emotional Intelligence. Talking about an abstract concept can sometimes be more difficult than it seems. Adriana, uses her experience and writer Daniel Goleman as a case study of her theory.

“What is the emotional salary?”

The result that workers of a company have when deciding whether they feel good in their workplace or not. A company, sometimes, cannot have emotional intelligence in its generality, but on other occasions, there are departments that have it and infect the team members. The Future for Work Institute and iOpener study in 2017, establishes that 40% of women leave their jobs because of the lack of appreciation of their boss. On the other hand, men change jobs by 35% when they see that they have no promotional opportunities.

We have to train emotions, both ours and those of the company. The “Good vibes”, the “Today I know you have your daughter, take the afternoon off”, the appreciation or simply the recognition of a job well done, are enough for the employee to feel more loved by the company.

Hunger stalks and breakfast begins to parade towards the tables. Croissants, fruit, snacks … The morning ends with a good taste and a very good atmosphere. Don’t miss the next workshop (May 14) on Customer Experience! Sign up now to not lose the place.

I want to know…