Last Thursday, October 24, the Quality Awards of the third quarter of the year 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: Carles Mujal, David Blanchart, Jennifer Siso, Leonardo Ramírez, Mª Ángeles Collado, María Herrero, Sandra García, Sara Pozuelo and Sonia Guzmán. 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.
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.
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.
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.
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.