Leadership Development
SMART Coaching methodology will be instituted to ensure consistency
Internal Promotions and Cross Skilling talent
Training
Initial New Hire training will be T3 and conducted by experienced Trainer
The Costa Rica Call Center team provides initial assessments and ongoing support
“ESP” – Early System Programming
The Psychology of Selling – phone skills
Phonetics
Scripting Practice and suggestions for modification and improvement
Personal development – self-esteem and confidence
Quality
Transactional requirements, remote and side by side
Coaching, role playing and recording playback
FCR and CSAT focused
ESAT to ensure positive movement and experience for the customer
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
