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BPO-ITeS-Call Center

call center TeamA range of Non Technical Training Service for the  BPO & Call Centers Industry. 

Training develops employee skills to provide professional services for Global Customers and understand Metrics that matter for Quality and Productivity. Training empowers employees with knowledge and skills that lead to fewer escalations.

 

A complete Pre Process Training.

Training improves Customer service Delivery and the Quality of Responses, which determine a Satisfied or Dis-satisfied customer

Training Voice and Non Voice Queues and addresses a range of issues.

Universal Voice & Accent,  Communication skills, Cross Cultural Communication, Business Communication skills, Customer Service Skills, a range of ‘Soft Skills’ and a host of other BPO-IT related topics for effective interactions and resolutions. 

Effective Communication Skills: Verbal Communication skills and Voice and Accent training helps individuals improve verbal skills and interact with confidence. They learn how to communicate with clarity and use their voice to their advantage. It is important to understand the customer and for the customer to understand the agent.

Training addresses SLA’s & Call Control:  Effective Training address the core concerns of an organization and has a direct impact on its ability to meet and maintain the SLA’s. Develops skills that help individuals maintain good Call Control and Call Handling Skills.

KPI – KRA: Training has a direct bearing on KPI and KRA by improving knowledge, Skills and abilities of an individual.

Post Training – On Site Services (Optional)

  1. OJT (On Job Training): During OJT, Trainer provides continued support and direction of work with feedback.
  2. Floor Support to Operations: Trainers Assist Operations. Training is aligned to meet the needs of Operations. Trainers usually assist identified Consultants /Agents (Bottom Quartile) who are under performing for various reasons.   These are based on Quality Reports or (C-SAT/MSI) Member satisfaction Index that identifies areas leading to poor Ratings, Scores & Communication Skills.  Trainers work with the identified individuals or the Team/Queue.
  3. Partner with the Quality Team: QA/QC for team monitoring: Live or Remote or via Interactive Parallel Sessions.  
  4. Partner with Operations:  Provide floor Support & Call Monitoring/Observations with feedback.

Training addresses Attrition and Retention: The Training platform can be used to motivate and retain employees.