1 | >>
Interview José I. Mir, Country Manager, inConcert, Romania
Interview José I. Mir, Country Manager, inConcert, Romania


1.       The client is always right. Is it true?

This is a very common expression, widely used in the customer satisfaction world. However, we have to understand its proper meaning. Obviously, nobody is always right, making mistakes are human nature and we need to be very aware of this.

When this expression is uttered, it conveys how the client is a central piece in our business, whose needs and requirements need to be met, even anticipated. However, when the client is not fully satisfied, maybe due to his own mistakes, it’s a good trait for the services provider to support him in all requests with flexibility, promptness, and respect.

This is our philosophy here at InConcert. This does not happen only on the surface, but even within our own internal practices we follow this rule: we work along with our client, trying to deeply understand his needs. It is only when he clearly attains a high level of satisfaction and he reaches his goals of profitability when we discuss a deal and payments for our services. This way, we ensure proper satisfaction.

2.       If we consider that the client is always right, does it mean the service provider is always wrong, even if they have been trained and well prepared for the job?

As mentioned above, nobody is always right. Nobody is always wrong either, of course. The key point here is to know when to step aside and let the client be the central piece of your business. If you really manage to do this, the client won’t even notice it.

This happens when you’re offering a service and the client believes that you’re in charge of solving all and every problem that he has, even if it is completely unrelated to the service that you’re providing. It might also happen that after evaluating the client’s needs and requirements, there have been some gaps in understanding due to communication problems, and those gaps will arise as problems when implementing the service.

InConcert offers a software for Call Center. This is a critical service: a customer service campaign cannot stop under no circumstances; a marketing campaign needs to be always working at maximum speed. This is how companies succeed: by taking good care of their costumers and focusing on solving problems, which is what really matters.

Even if the client is wrong, we have to do a good job while acting as he expects us to act. First things first: solving his problem, then we will address responsibilities later.

3.       How did the budget of the customer care department changed in the last 3 years? How will it change in the next 3?

InConcert is continuously expanding. Not only in a market quote in South American countries, where the company was born, but we are expanding in Europe as well. These days we are developing our activities in different countries, one of them being Rumania, where we have placed great expectations and the market is responding accordingly.

With any expansion, an increase in customer service should unfold accordingly. In the last 3 years, we have doubled our customer care team, and we expect to do it again in the next 3 years.

No falling short can be allowed in customer care, satisfaction is a priority and we firmly believe it to be one of our key features.

4.       In what way your employees training influences the relationship built with the customers? Which type of training do you consider the most relevant for the customer care employees?

We provide technology as a service. This is why it is vital that all our employees count on a deep technical knowledge about our products, but they need to be trained in software and network in general. This is an essential pillar of our company. An employee who is an expert in the technical aspect will be able to both provide a calm and professional service and also a resolution to any given problem.

Even though the technical aspect is so critical, we can’t leave aside other skills. Treating the clients as they deserve is also very important, based on respect and professionalism. There’s a good ambiance among InConcert employees, the newcomers quickly learn how to convey a good treatment, efficient and professional with all the clients.

5.       Considering that you develop your business in different countries, how do their culture and size impact the customer care activity?

We are present in 4 countries in Europe (Spain, Portugal, France and Rumania), and we also operate in Morocco and the UAE in the middle east. We have a strong presence in South America and the US.

With a customer care service operating 24/7 and having clients in more than 30 countries all over the world, it is a daily challenge to provide the best service possible. However, our company is considered within the NDA for its excellent service, both at the human and technological level, and we work harder every day to ensure a high-quality service to our client base.

6.       Please share with us three most important ingredients that make a great business and why?

+ Advanced Technology. This is what we deliver to our clients and what they pay us for. A strong, modern and reliable technology with advanced features that leads the market to the newest trends, especially concerning omnichannel technology.

+ Customer service. Our company is 100% customer driven, we always look for win-win situations, if our client wins, we win.

+ Expertise. With 20 years in this niche, we have accumulated a lot of experience in the call center world, customer care and we have a profound knowledge of this industry. We are specialized consultants that can and will help our clients to develop their business and attain their goals much faster.


2016-10-21

Talking to Diego Mateos - CEO and Owner Cosmos Call Center, speaker at the 13th edition of Customer Care Conference and Expo
Talking to Diego Mateos - CEO and Owner Cosmos Call Center, speaker at the 13th edition of Customer Care Conference and Expo

What services does your contact center provide? Does your contact center support multiple channels interactions?
Cosmos serves major companies in the telecommunications, banking, supermarket, government and consumer ...
2016-03-18

citeste mai mult
A inceput businessul in apartamentul sau. Acum are clienti in toata lumea
A inceput businessul in apartamentul sau. Acum are clienti in toata lumea

In 1996, in apartamentul sau, Dan Mazilu, pe atunci unic actionar si unic angajat, a inceput un business care a ajuns, la aproape 20 de ani distanta, o afacere de nivel global. ...
2016-01-15

citeste mai mult
Caravana de recrutare “Fabrica de Joburi” se intoarce in Bucuresti
Caravana de recrutare “Fabrica de Joburi” se intoarce in Bucuresti

Media FEM – Scoala Nationala de Jurnalism incheie seria de evenimente „Fabrica de Joburi” cu ultima editie in Bucuresti, pe 10 septembrie, in incinta AFI Palace Cotroceni. Platforma se adreseaza in ...
2015-09-07

citeste mai mult
Primul pas catre o cariera in comunicare: Fabrica de Joburi!
Primul pas catre o cariera in comunicare: Fabrica de Joburi!

ADVERTORIAL

Scoala Nationala de Jurnalism Media FEM da startul primei serii de targuri de joburi destinate exclusiv industriei comunicarii.
Oameni pasionati de comunicare si angajatori de top isi dau intalnire, joi, 28 mai 2015 in AFI ...
2015-05-25

citeste mai mult
Escaping the “Game of Thrones” in the business arena with trendspotter and futurologist Magnus Lindkvist.
Escaping the “Game of Thrones” in the business arena with trendspotter and futurologist Magnus Lindkvist.

Marketing Insiders Group met the future in Vienna at an exclusive European event: Competence Call Center 16th Anniversary - featuring Magnus Lindkvist, Swedish trendspotter and futurologist.

The CCC Board Trio, Ulf Herbrechter, COO, Christian Legat, ...
2014-07-01

citeste mai mult
Drumul de la BPO la “CCO” in Europa porneste din Romania
Drumul de la BPO la “CCO” in Europa porneste din Romania

Asistam cuminte la ascensiunea Estului Europei in aria de business process outsourcing, alaturi de Asia de Sud-Est si America de Sud. Romania nu face exceptie de la aceasta dinamica strategica, din contra.

Din ce in ...
2014-05-21

citeste mai mult
Procesul de tehnologizare ne face sa pretuim mai mult calitatile umane
Procesul de tehnologizare ne face sa pretuim mai mult calitatile umane

Odata cu evolutia tehnologica au inceput sa se vehiculeze tot mai des idei despre inlocuirea oamenilor cu roboti. Intr-adevar, domeniul roboticii a evoluat foarte mult in ultimul deceniu, iar acum avem la dispozitie masinarii ...
2014-04-23

citeste mai mult
Vreti sa imbunatatiti serviciile pentru clienti si sa beneficiati gratuit de un centru de contact modern?
Vreti sa imbunatatiti serviciile pentru clienti si sa beneficiati gratuit de un centru de contact modern?

Inscrieti-va acum pentru sansa de a castiga Extreme Makeover Competition!

Fie ca activati in domeniul bancar, IT&C, al asigurarilor sau telecom, centrul de contact se numara printre cele mai importante aspecte ale afacerii ...
2014-04-16

citeste mai mult
Lectiile mele de la Bob. Bob Murray
Lectiile mele de la Bob. Bob Murray

Lucrurile sunt foarte simple. De obicei, noi suntem singurii care le complica.

1. Nu trebuie sa incerci, trebuie sa faci. Orice, cat de mic, dar sa faci. Sa te misti, sa misti lucrurile din ...
2013-09-18

citeste mai mult

Adresa de e-mail: