People First – Philosophy that both the customer and the agent come “first”
Cross Site coordination with Client, Account Management and Operations
“Metrics that Matter” systematic management and Performance improvement plans developed by Team and Agent via SMART coaching and planning
Focus Groups
Scorecard Driven reporting
Quality driven Analytics
Staffing and Scheduling
CCC Team dedicated
The existing CCC staffing intelligence based on business need will be leveraged and schedules implemented accordingly
Cross site staffing support will continue
The team in Costa Rica are all full time employees
Night shift premium and overtime regulations will apply
All agents are salaried as per Costa Rica Labor law
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