{"id":3651,"date":"2023-07-06T10:13:07","date_gmt":"2023-07-06T08:13:07","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=3651"},"modified":"2023-07-06T10:13:11","modified_gmt":"2023-07-06T08:13:11","slug":"mst-analizamos-nuestro-evento-en-barcelona-first-international-workshop-of-customer-service-law-cx-best-practices-2","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/mst-analizamos-nuestro-evento-en-barcelona-first-international-workshop-of-customer-service-law-cx-best-practices-2\/","title":{"rendered":"MST: Analizamos nuestro evento en Barcelona \u201dFirst International Workshop of Customer Service Law &#038; CX Best Practices\u201d"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">El pasado 23 de junio, <a href=\"https:\/\/www.mstholding.com\/MSTHolding.html\">MST Holding<\/a> junto a <a href=\"https:\/\/www.consultingc3.com\/index.html\">Consulting C3<\/a>, con la esponsorizaci\u00f3n de GoContact y EPOS, y la participaci\u00f3n de Augusta Abogados, organiz\u00f3 el primer evento internacional en Barcelona sobre la nueva Ley de servicios de Atenci\u00f3n a la Clientela. &nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Vivimos una interesante jornada te\u00f3rica y pr\u00e1ctica sobre las posibles modificaciones de la ley en la atenci\u00f3n al cliente en Espa\u00f1a.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Actualmente la nueva Ley de servicios de Atenci\u00f3n a la Clientela aprobada por el Congreso el pasado mes de abril y pendiente de aprobaci\u00f3n en el Senado est\u00e1 paralizada debido a la convocatoria de elecciones generales para el d\u00eda 23 de julio.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La ponencia principal fue conducida por Jaime Fern\u00e1ndez, en representaci\u00f3n de Augusta Abogados, y en ella pudimos conocer c\u00f3mo se cre\u00f3 la Ley, sus puntos clave, su evoluci\u00f3n, y si en futuro puede llegar aplicarse o no.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Inicialmente esta Ley fue dise\u00f1ada con el objetivo de garantizar los derechos b\u00e1sicos de los consumidores y establecer unos par\u00e1metros m\u00ednimos de calidad en la atenci\u00f3n al cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Los puntos m\u00e1s importantes de la ley son:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">1 &#8211; Humanizaci\u00f3n: Derecho a hablar con alguien (persona).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2 &#8211; Canales obligatorios: En persona, correo, por tel\u00e9fono y en l\u00ednea.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3 &#8211; Plazo de respuesta: 15 d\u00edas \/ 2 horas (servicios esenciales)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">4 &#8211; Tiempo de disponibilidad: Horario comercial \/ 24 horas (interrupci\u00f3n de servicio esencial)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">5 &#8211; SLA: 3 minutos &#8211; 95%, Seguimiento de la referencia, Grabaci\u00f3n de llamadas , Obligaciones ling\u00fc\u00edsticas, Discapacitados y +65.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">6 \u2013 Auditor\u00edas de calidad: Procedimientos internos y Auditor\u00eda externa.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dada la situaci\u00f3n de incertidumbre pol\u00edtica actual, esto ha llevado a todo un seguido de especulaciones sobre si esta Ley finalmente ser\u00e1 aprobada, cu\u00e1ndo, c\u00f3mo y con qu\u00e9 alcance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En relaci\u00f3n a esto, la siguiente ponencia fue a cargo de Francisco Rodr\u00edguez, Presidente de la Asociaci\u00f3n Espa\u00f1ola de Experiencia de Cliente (AEERC), quien explic\u00f3 que la AEERC ha participado en todo el proceso de tramitaci\u00f3n de la ley, y en la presentaci\u00f3n de enmiendas a trav\u00e9s de diferentes partidos pol\u00edticos. Remarc\u00f3 el gran impacto que tiene la ley para las empresas el cumplir con los par\u00e1metros que establece, y sobre todo para las peque\u00f1as y medianas empresas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En conclusi\u00f3n, Francisco Rodr\u00edguez se\u00f1alaba que la Ley carece de una estructura adecuada y, por lo tanto, se requiere la reforma integral de la misma para que se avance. Pero todav\u00eda es posible negociar algunos t\u00e9rminos y evitar as\u00ed el impacto que supondr\u00e1 para empresas grandes y pymes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Seguidamente lleg\u00f3 el turno de Patricia Guerrero, \u00c1rea Manager de Consulting C3. Realiz\u00f3 un interesante an\u00e1lisis sobre un dec\u00e1logo de buenas pr\u00e1cticas en el que remarc\u00f3 la idea de que las expectativas de nuestros clientes est\u00e1n cambiando y esto supone saber escucharlos para llevar a cabo las acciones necesarias.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La mejor manera de conocer a nuestros clientes es midiendo mediante el uso y an\u00e1lisis del KPI\u2019s, como por ejemplo el FCR, y tener un sistema de ticketing que nos facilite un n\u00famero de tracking. Patricia tambi\u00e9n remarc\u00f3 la importancia de tener a nuestros equipos de agentes y jefes de equipo bien formados, lo cual nos permitir\u00e1 detectar las necesidades especiales que puedan tener nuestros clientes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Es sumamente importante escuchar a nuestros clientes, conocer cada detalle, evaluar y analizar esta informaci\u00f3n y, en consecuencia, adoptar las medidas correctoras, optimizar y personalizar los procesos, y dise\u00f1ar un sistema de atenci\u00f3n al cliente simplificado y claro que nos impulsen a mejorar la satisfacci\u00f3n de nuestros clientes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Acabadas todas las ponencias y tras un peque\u00f1o coffee break, lleg\u00f3 el turno de Jordi Miguel como Training Manager de Consulting C3 qui\u00e9n dio inicio a un interesante workshop donde los participantes deb\u00edan aplicar todo el hilo conductor del evento como protagonista \u201cel dec\u00e1logo de buenas pr\u00e1cticas\u201d a trav\u00e9s de un Business Case.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Queremos agradecer a todos los invitados su participaci\u00f3n y tambi\u00e9n a nuestros patrocinadores GoContact y EPOS. Gracias tambi\u00e9n a Augusta Abogados por su soporte incondicional y a la AEERC por convertir esta jornada en un evento muy especial.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00a1Esperamos volver a veros a todos muy pronto!.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholding.com\">www.mstholding.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>El pasado 23 de junio, MST Holding junto a Consulting C3, con la esponsorizaci\u00f3n de GoContact y EPOS, y la participaci\u00f3n de Augusta Abogados, organiz\u00f3 el primer evento internacional en Barcelona sobre la nueva Ley de servicios de Atenci\u00f3n a la Clientela. &nbsp; Vivimos una interesante jornada te\u00f3rica y pr\u00e1ctica sobre las posibles modificaciones de [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":3652,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[48],"tags":[],"class_list":["post-3651","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-es"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>MST: Analizamos nuestro evento en Barcelona \u201dFirst International Workshop of Customer Service Law &amp; 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