How to overcome work stress in a Call Center

Overcoming work stress in a Call Center can be easy
Overcoming work stress in a Call Center can be easy

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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The Customer Experience: fashion or obligation?

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.

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The keys to manage emotional involvement with client

emotional involvement
emotional involvement

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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Let’s snack today thanks to Donuts!

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!

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A company without its workers is nothing – Quality awards

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.

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Chronicle: “We cannot embrace all technology without thinking of citizens”

Last Thursday, October 31, the Digitalization of the Tourism Sector was held at the Convalescència House in Barcelona

La digitalización del Sector Turístico

On October 31, C3 Digital By MST Holding organized a Round Table about the technological solutions that The future of the tourism sector holds. The Convalescència House of Barcelona hosted the Round Table: “The Digitalization of the Tourism Sector”.

The event

An event organized by C3 Dgital By MST Holding. The Head of Digital and Innovation, Karen Quipusco, was the moderator of a round table that featured speakers from the tourism sector. On the one hand, Davide Lusuardi (1st left), Head of Operations of Costa Cruises in Spain and Portugal, shared his experience in how technology is optimizing the marketing processes of tourism products and services. “We have to encourage tourism, you should not always be stuck in the same.”

Javier de Ramón (1st right), the Director of CRM and Marketing Services at Fira Barcelona, ​​told us his vision about the challenges of digital transformation in the MICE and business industry. “Companies must prepare the pre and post in the Customer Experience.”

Also, Christian Rodríguez (2nd right), the founder of BYHOURS.COM, fascinated us with his experience on tourism business models today and the role of innovation in the territory’s tourism sector. “Digitalization is not just applying technology. You have to know it to know what is going to make us grow.”

Finally, Rafael González (2nd left), is a managing partner and founder of Vivential Value, with several years collaborating with the public administration, focused on how technology is changing the way of living the travel experience. In addition to the challenges that Destinations must face before the technological digital revolution. “We can’t embrace all the technology without thinking about citizens.”

Each of them offered us the vision and the expectation that the future of the sector holds for us and what are the trends that they use in their respective companies.

The key points

In summary, the themes that could be heard at the Round Table were the following:

  1. The importance of understanding our business and how to approach it. Is digitalization an end or just a means for us?
  2. The Big Data We continue with the culture of data or the cult of data. It is not enough just to obtain and analyze them, you have to know how to interpret them and lower them to the reality of our environment.
  3. Customer understanding and customization: let’s break paradigms and focus on asking them before taking for granted that we are doing well. You have to focus on the experience.
  4. The importance of interaction: We must not only integrate our solutions with the data. But we must also integrate all the actors that influence when satisfying experiences to our clients.
  5. Sustainability: Trend or reality? Is the sector prepared to face the sustainability that the world requires? Is the tourist and the citizen?
  6. Think different” “think out of the box”: Are we seeing new digital businesses as new opportunities or only as threats to the industry?

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Everything you need to know about the Digitalization of the Tourism Sector, October 31

On October 31 C3 Digital By MST Holding organizes the round table: ‘The Digitalization of the Tourism Sector’, an event that will have recognized experts from the sector

C3 Digital By MST Holding organizes the round table: ‘Digitalization of the Tourism Sector’ on October 31. The day will last from nine to 12 at the Casa Convalescència (Barcelona). Great speakers, raffles, coffee break and much more!

On Monday 28 we close registrations, there are few places left. SUBSCRIBE!

The speakers

A brief summary of what we are preparing for the big day:

On the one hand, Davide Lusuardi, Head of Operations of Costa Cruises in Spain and Portugal, will share his experience in how technology is optimizing the processes of marketing tourism products and services.

Javier de Ramón, the Director of CRM and Marketing Services at Fira Barcelona, ​​will explain his vision of the challenges of digital transformation in the industry and MICE and business.

Also, Christian Rodríguez, the founder of BYHOURS.COM, will enrich us with his experience on tourism business models today and the role of innovation in the territory’s tourism sector.

Josep-Francesc Valls, Professor of Marketing Management ESADE Business & Law School, will contribute with his contribution on the advantages of big data, Deep learning, machine learning and intelligent marketing in predicting the behavior of the traveler to optimize the traveler experience and ensure the profitability of the tourism company.

Finally, Rafael González, is a managing partner and founder of Vivential Value, with several years collaborating with the public administration, will focus on how technology is changing the way of living the travel experience. In addition to the challenges that destinations must face before the technological digital revolution.

The program

From 9 in the morning we wait for you at Casa Convalescència with a hot welcome coffee. You will receive your personalized accreditation and a bag with information of the day. Until 10, and with all the attendees and speakers gathered, the Round Table will be given. Our Head of Digital Transformation and Innovation, Karen Quipusco, will be the moderator.

After the debate, a period of 30 minutes of questions will be given. Then, we go to networking to continue sharing ideas.

The event will end with a raffle of five bluetooh speakers among all those attending the event.

On Monday October 28 we close registrations, there are few places left. SUBSCRIBE!

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The Director of CRM at Fira Barcelona, ​​Javier de Ramón, Second Confirmed!

The Director of CRM and Marketing Services at Fira Barcelona is the second confirmed speaker for the Round Table organized by C3 Digital by MST Holding: «The Digitalization of the Tourism Sector»

The Director of CRM and Marketing Services at Fira Barcelona, ​​Javier de Ramón, is the second confirmed speaker for the Round Table organized by C3 Digital by MST Holding: «The Digitalization of the Tourism Sector». Sign up for the event to not miss the opinions of these experts. De Ramón joins the list of speakers who will participate in the Mesa after presenting Davide Lusuardi last week.

Javier de Ramón, born in Barcelona in 1974, is currently Director of CRM and Marketing Services at Fira Barcelona, ​​the department is responsible for CRM, marketing services, call center management, digital business transformation and analytical marketing.

He previously served as Program Manager of CRM, Knowledge Management and NPS for ADP ESI, a company of 48,000 employees with a presence in 17 countries. Its objective was the management and implementation of a common customer relationship model including best CRM practices, customer service and the development of customer voice programs internationally.

Among his previous experience, he worked for Vueling where he went through the departments of technology, pricing and customer service. In the last stage in Vueling, he created the customer service department through social networks and promoted technology in search of efficiency in a multichannel customer service environment.

Javier is currently working on the challenge of how technology and Big Data can help improve the customer experience by finding value for both the company and the customer.

Do you still doubt whether to sign up for the Digitalization of the Tourism Sector? Don’t think about it anymore, you are just a click away!

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Official presentation of eAlicia International

«eAlicia Internacional» is in luck. And the next October 9 will be the presentation of its new design and website at the Customer Relations Expo 2019

«eAlicia Internacional» will present its new design and website at the next Customer Relations Expo 2019 that will be held on October 9 and 10 at the Wanda Metropolitano, Madrid. Register with the code EXPO19-MST and stop by booth #45 so we can help you.

What is eAlicia?

Many already know what eAlicia is. For those who do not, here I leave you an explanation with which you will learn what the tool does.

eAlicia is a management software 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.

Customize your eAlicia and adapt it to the specific needs of your organization:

  • Measure your suppliers, sites, platforms, competition
  • Define your own KPIs, metrics and indicators
  • Build custom reports

“Measure to keep growing”

The slogan of the new website 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.

The new tool 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.

In addition to explaining its operation, on the web you will find the points that make eAlicia indispensable for your business.

On October 9, the official presentation will be made at the Customer Relations Expo 2019. Sign up to not miss it.

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MST Holding, present at the Customer Relations Expo 2019

Customer Relations Expo 2019
Customer Relations Expo 2019

MST Holding will make a presentation on “The Contact Center of 2025”, the company’s CEO, Pedro Barceló will be the moderator

MST Holding will be present at the 22nd edition of the most important Contact Center Fair in the country. The Customer Relations Expo 2019 will be held on October 9 and 10 at the Wanda Metropolitano, Madrid.

Accredit yourself with the code EXPO19-MST and stop by to greet us at booth # 45. We will be there to help you with everything you need.

Our company, which has never failed the event since the fair is held, will hold a round table on the “Contact Center of 2025” on Thursday, October 10 at 1pm. The current CEO of MST Holding, Pedro Barceló, will be the moderator of the event that will feature leading speakers from the Customer Service sector. The Global Experience Contact Center Director of the Melià group, Elena de la Torre, the Pulamntur Sales Director, Javier Marín, the Endesa Sales Channel Manager, Mayte Prada, and the Caixabank Contact Center Operations Director, Teresa Ordoñez .

The Customer Relations Expo 2019 will feature more than 70 speakers from the Contact Center sector. A Fair, which this year is inspired by the Retro, where the most powerful and important companies in our country will meet. The solutions that the future holds, together with the new technologies that are being implemented in the sector, will be the hot topics in all the presentations.

Madrid will be the capital of Call Centers and service providers on October 9 and 10.

Do not miss the opportunity to attend the Customer Relations Expo 2019. Accredit yourself with the code EXPO19-MST and stop by to greet us at booth 45.

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