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The experience in Call Centre activity allowed us to determine those essential criteria that lead to the company-client relationship’s optimization. Based on these criteria, we established and finalised accurate and efficient programs for the selecting and training process. Recruiting Services Together with our beneficiary, we shall elaborate the recruitment and training strategy for the Contact Centre labour, which will include a complete set of test, interviews and analysis. Training Services The area of our training services covers the developing necessities for the whole Contact Center labour, from Project Manager and Supervisor to Operators. The training program is specific to the Contact Center activity:  What does «customer care» represent and what are its roles? Phone clients interaction – special features, difficult clients conversation Using the specific hardware and software resources Products and services – the best way of presenting and customize them. Specific training for supervisors: team management, coaching, feedback communication, staff evaluation and motivation. Contact Center management: resource management, escalade technical incidents, recruiting, training.The training sessions will contain theoretical information courses, practical examples, simulations, case studies and discussion topics. |
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