{"id":1836,"date":"2021-02-01T13:17:29","date_gmt":"2021-02-01T12:17:29","guid":{"rendered":"https:\/\/mstholdingblog.com\/?p=1836"},"modified":"2023-06-06T16:56:24","modified_gmt":"2023-06-06T14:56:24","slug":"diferencias-entre-un-servicio-de-1r-2o-y-3r-nivel-en-un-call-center","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/diferencias-entre-un-servicio-de-1r-2o-y-3r-nivel-en-un-call-center\/","title":{"rendered":"Diferencias entre un servicio de 1r 2o y 3r nivel en un Call Center"},"content":{"rendered":"<h2>\u00bfCu\u00e1les son las diferencias entre un servicio de 1r 2o y 3r nivel en un Call Center?<\/h2>\n<p>En cualquier Call Center los servicios se diferencian entre si son de 1r, 2o o 3r nivel. Pero: \u00bfQu\u00e9 significa cada uno de ellos? Hemos podido hablar con el Operations Manager de la Unidad Internacional de MST Holding, Saverio Montrone, qui\u00e9n nos ha detallado <strong>cu\u00e1les son las diferencias entre un servicio de 1r 2o y 3r nivel en un Call Center.<\/strong><\/p>\n\n\n<p class=\"wp-block-paragraph\">En l\u00ednea general los niveles indican el rango de complejidad en el cual se mueven los agentes, es decir, una cadena de especialistas que va siempre a m\u00e1s en el detalle. Como cuando te duele algo y vas al m\u00e9dico de cabecera (1er nivel) que luego de deriva a un especialista (2\u00ba nivel) y que en casos puntuales podr\u00eda derivarte a un especialista superior(3er nivel).<\/p>\n\n\n<h3>M\u00e9dico de cabecera \u2013&gt; Cardi\u00f3logo -&gt; Cirug\u00eda Cardiaca<\/h3>\n\n\n<p class=\"wp-block-paragraph\">En caso pr\u00e1ctico en servicios t\u00e9cnicos, cojo el ejemplo de una marca de electr\u00f3nica de consumo:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1er nivel:<\/strong> soporte t\u00e9cnico base y general, consultas informativas y resoluciones al alcance del usuario final. Soporte puramente remoto, los t\u00e9cnicos no se desplazan ni env\u00edan a nadie in situ.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2\u00ba nivel<\/strong>: gesti\u00f3n de casos no solucionados por parte de 1er nivel por l\u00edmite de conocimiento t\u00e9cnico y\/o complicaciones con las gestiones marcadas por procedimiento est\u00e1ndar. Se a\u00f1ade la gesti\u00f3n de quejas o el retiro y\/o env\u00edo de productos. Adem\u00e1s, pueden enviar t\u00e9cnicos para solventar las incidencias.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3er nivel<\/strong>: gesti\u00f3n de casos con variables espec\u00edficas. Por ejemplo, el funcionamiento del producto con un software ad-hoc de gesti\u00f3n de negocio del cliente, incidencia especifica y\/o resoluci\u00f3n de casos que est\u00e1n surgiendo a m\u00e1s de un cliente y no se sabe cu\u00e1l es la soluci\u00f3n.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Estos casos despu\u00e9s de analizar el caso se env\u00edan los productos y\/o informaciones a departamentos especializados para que se desarrollen mejoras tanto para software como para productos futuros.<\/p>\n\n\n<h3>\u00bfEn qu\u00e9 nivel de servicio necesitas ayuda en tu empresa?<\/h3>\n<p>En MST Holding realizamos servicios de 1r, 2o y 3r. Disponemos de agentes base (1r nivel), teleoperadores especializados (2o nivel) y gestores telef\u00f3nicos (3r nivel) multiling\u00fces.<\/p>\n<p>No dudes en contactar con nosotros si tienes cualquier tipo de duda sobre c\u00f3mo puedes externalizar tu servicio de atenci\u00f3n al cliente. M\u00e1ndanos un correo a <a href=\"mailto:marketing@mstholding.com\" target=\"_blank\" rel=\"noopener\">marketing@mstholding.com<\/a><\/p>\n<p><a href=\"https:\/\/mstholdingblog.com\/\" target=\"_blank\" rel=\"noopener\">Te interesa saber\u2026<\/a><\/p>\n<p>Sigue nuestra cuenta en\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/mstholding\/\" target=\"_blank\" rel=\"noreferrer noopener\">Linkedin<\/a>\u00a0para estar al d\u00eda de todo.<\/p>\n<p>\u00a0<\/p>","protected":false},"excerpt":{"rendered":"<p>\u00bfCu\u00e1les son las diferencias entre un servicio de 1r 2o y 3r nivel en un Call Center? En cualquier Call Center los servicios se diferencian entre si son de 1r, 2o o 3r nivel. Pero: \u00bfQu\u00e9 significa cada uno de ellos? Hemos podido hablar con el Operations Manager de la Unidad Internacional de MST Holding, [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":1838,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[14],"class_list":["post-1836","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias","tag-atencion-al-cliente"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>Diferencias entre un servicio de 1r 2o y 3r nivel en un Call Center - MST<\/title>\r\n<meta name=\"description\" content=\"Diferencias entre un servicio de 1r 2o y 3r nivel en un Call Center. 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