Topics ranging from response time, quality, cost per call, ESAT to ensure positive movement, FCR and CSAT focused for excelled customer service experiences. Naturally, an open door policy and access to all levels of leadership daily is never denied. 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.
Our Central American call centers are run on a minimum of 22 key performance indicators along with proven BPO best practices. We regard all candidates that work at the call center as an asset than an expendable short term hire.Our advanced call center habits are reinforced by our SMART Coaching methodology and will be instituted to ensure consistency across all call center locations.
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.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.