CALL CENTER SOFT SKILLS

Retention

Open door policy and access to all levels of leadership daily

Location

Benefits

Employee Satisfaction and Events

Incentives

Client decides reward based on program and business need

All Labor laws and customary policies followed and paid

Non-monetary reward based on employee need and identification

Attrition

Monthly = 2 agents

Annualized = 8 agents

Top 3 reasons for leaving = Schedules, personal matters and health problems

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EXCELLENCE IN OPERATIONS COSTA RICA'S CALL CENTER

Operational Excellence

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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STRENGTHS PROVIDED BY COSTA RICA'S CALL CENTER

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

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VALUE PROPOSITIONS COSTA RICA'S CALL CENTER

Human Resources



Professional staff with extensive call center experience

Consultation and support with industry experts local to Costa Rica team members

Security, Criminal and Reference checks

Coaching and leadership development support

Payroll, benefits and taxes

Incentive engagement

Average Agent Tenure = 1.3 years

Recruiting

Weekly advertisements in San Jose Newspapers promoting on site Job Fairs

Online and Social Media advertising

Resume collection and screening

100 resumes – 65 are interviews scheduled

1st interviews – 10 proceed to 2nd interview and testing

Testing Tools – Written and speaking skills, data entry, computer skills

All agents hired are bilingual English and Spanish

All agents hired have call center or service oriented experience; proficient with computers; and are well acclimated with Western culture

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CCC LOCATION SPECIFICS

106 year old registered and protected historic location located on Paseo Colon, Costa Rica’s main street in downtown San Jose

Company Incorporated in May, 2006



Two-storey 6,000 sq. ft. building

240 fully functional call center workstations

Operate 24 hours/7days a week/365 days a year

Training room can expand from 12 to 40 trainees

Lounge/break area with pool table, arcade machine, tv.

Easy access, walking distance from all bus lines, taxi stops, five star hotels, national and private banks, law offices, hospital, fitness centers, universities,

Federal Express, car rental companies, restaurants, parks, and governmental offices

Private parking available

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COSTA RICAN BPO FACTS

Close proximity to North America

Politically stable

Established infrastructure

95% literacy rate—Over 9,300 educational institutions; public education is free and mandatory

Tax laws favorable to international companies looking to invest

Expected implementation of a free trade agreement with the U.S. and related laws that are opening up the economy to more competition Every day, there are approximately 30 different passenger flights from Costa Rica to the US and Canada

Telecommunications

Redundant fiber optic submarine cables

Satellite and terrestrial microwave network in place to meet the demand of and lines, mobile and Internet services

New multinational suppliers are entering the market, providing private networks, Internet and mobile phone services

93% of electricity is generated from renewable sources (hydroelectric, Electricity, geothermal and wind)

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COSTA RICA OUTSOURCING ADVANTAGE

Costa Rica is in lower Central America, between Nicaragua and Panama (10 degrees north of the equator) 43% of population are between the ages of 15 and 40 years old

Over a third of the population lives in San Jose (the capital city) A large, highly skilled labor pool of 2.05 million people with an unemployment rate of 7.3% (estimated to July 2010) Home to IBM, Microsoft, Procter & Gamble, Hewlett Packard and Intel outsourcing call centers Education

95 technical schools and 60 universities

The National Training Institute (INA) offers free technical training

Government commitment to the environment—25% of its land is protected territory Costa Rica is one of the most biodiverse countries on the planet

6% of the world's biodiversity Volcanoes, cloud forests, rainforests, dry forests, beaches

10,000 species of plants, 800 species of butterflies, 500 species of mammals, and 850 species of birds

28 national parks, preserves, conservation areas, and refuges

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