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DescriptionMST Holding has offered solutions since 1991 for each and every element taking part in the multi-channel and multilingual call business implantation, that allow to adapt it to the needs of every business. It is what we call Global Call Centre Solutions, and it includes the following elements.Methodology:Its experience in Call Business creation qualifies it to advise its customers about the most efficient way to configure its Customer Attention service. Applying MST Holding’s know-how you can increase quality, efficiency and productivity, as well as achieving a cost reduction.Processes’ consultancy:This service defines, establishes and evaluates the processes of all the activities carried out in a Call Business, with the objective to optimize its functioning.Technology and infrastructure:MST Holding has at its disposal sector’s most advanced technology (CTI, ACD, IVR, and CRM’s) to implement a multi-channel service (telephone, web, chat, email, sms, etc). Plus, it can supply the entire needed infrastructure to create a Call Business, or improve the already existing one (ergonomic furniture, hardware, software, etc.)Human resources:Facilitating the qualified personnel needed for each Call Business, by using the holding’s company, Call Centre Consulting.We carry continuous training to the agents, so that they constantly adapt to the needs of every company, both in the productive aspect and in the service’s quality improvement. This training focuses in aspects such as, tools to fulfil argumentation lacks and closing of complaints; telephone sales techniques; appropriate orientation to tackle unspecific queries from particulars and customer’s orientation attitude (empathy, offering solutions) among other things. Quality Controls:Quality control service, applying STANDARD C3 methodology, allows us to increase quality and productivity, as well as maintain those variables. It consists of carrying out a study programme to evaluate the fulfilment level of two standards: customer attention standard and telephone treatment quality standard, which comprise a total of 22 variables. Later, after analyzing the obtained results, a series of recommendations are written. Those will serve as a guideline for Call Business’ agents. |
Our Holding Company's Presentation Mst Holding MST Call Centers Global contact Center Description Our Services What We Do
How We Do It
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