COSTA RICAN CALL CENTER JOBS

Our call center is able to offer you to the best and most effective in telemarketing training

and customer attention through a professional work environment and a highly structured career development program. We produce future leaders, not laggards. Our Costa Rican Call Center always has the need for the experienced and those who desire to be a sharp executive secretary, patient customer service agent, highly skilled telemarketers and imaginative web designers and programmers.

Costa Rica's Call Center employment services department is always open to meet new prospects to join our call center teams at all levels for a variety of outsourced campaigns. Anyone in the corporate world who believes that their advanced communication skills can enhance a telemarketing, customer care or even a web design campaign are all encouraged to immediately contact our employment services department for immediate consideration. Costa Rica's Call Center follows all applicable employment laws.

The call center industry demands several different types of job positions and specialized skills in order to make an outsourced campaign successful. There will always be opportunities available in our call center. Contact us today.

http://www.costaricascallcenter.com/page_builder.php?page=employment.php&Lang=EN

Proven agent retention

Experienced contact center agents

High levels of English/Spanish bilingualism, minimal Spanish accent

Boutique environment, caters to individual client needs

Personal attention, ownership, and accountability

Central location; walking distance to homes; on the public transit route

Solid history of successful banking/financial programs to complement clients’ businesses in all geographies

strategies—Benefits, paid vacation, and incentives

An HR consultant on retainer to ensure strict adherence to local and international labor standards and to support government audits



http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP

2 ISPs to ensure connection reliability

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

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

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