Costa Rica’s Call Center counts with 2 ISPs to ensure connection reliability
Servers are duplicated to protect the data and any production functions locally.
This information is securely backed up online in case of emergency.
The server room and network equipment is connected to centralized UPS to make sure the operations can continue in case of power failure
The system at the same time is connected to a diesel generator that can support the most important functions of the call center and it can be refilled while functioning
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
Thursday, May 3, 2012
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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)
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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)
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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