BENCHMARKING IN THE OUTSOURCING INDUSTRY
Our advanced call center habits are reinforced by our SMART Coaching methodology and will be instituted to ensure consistency across all call center locations. To ensure high employee morale, we implement internal promotions and cross skilling talent to guarantee a versatile and well trained customer service or telemarketing agent. A BPO team always receives initial assessments and ongoing support. We regard all candidates that work at the call center as an asset than an expendable short term hire. Naturally, an open door policy and access to all levels of leadership daily is never denied.
Our Central American call centers are run on a minimum of 22 key performance indicators along with proven BPO best practices. Topics ranging from response time, quality, cost per call, ESAT to ensure positive movement, FCR and CSAT focused for excelled customer service experiences.
Our top near shore call center management team is always observing new methods, ideas and tools in order to improve our effectiveness and ready to identify and work out a problem area in a near shore campaign. Costa Rica’s Call Center is constantly implementing new and improved offshore outsourcing strategies while refining older techniques that work to improve performance and ROI.
Your dedicated bilingual agent will always have scripting practice along with telemarketing suggestions for modification and improvement. By concentrating on the Latin American agent’s personal development and career growth, your company will have the best bilingual near shore call center agent within the entire BPO industry, period.