HR department carries out regular internal trainings customised to a project and department. These cover areas like professional customer care, team motivation, team management etc. Trainers are experienced professionals from call centre. Most of our agents, project leaders and trainers are M.A. Degree graduates, with several years of experience in call centress.
Depending on the project requirements agents are employed as temporary contractors or long term employment contracts.
Our agents possess the following competencies and qualifications:
- fluent knowledge of 2 languages
- excellent communication skills
- customer and sales orientation
- ability to navigate multi-channeled calls centre system,
- such as a customer relationship management (CRM) or general customer-service software package.
Agents recruitment process
For our agents we choose people fluently or at least very well speaking a foreign language. We mainly hire last year students, linguistics and philological graduates. Most of them are people who lived abroad for a longer time, grew up, studied or worked there and therefore have a fluency in a certain language.
The recruitment process includes 2 stages.
First stage:
Recruitment over the phone. Already during the first phone call with the candidate a foreign language is being spoken. Its aim is to check his actual language skills, his linguistic reflex and his so-called "telegenic" abilities and if the pronunciation includes errors - the phonetics.
Second stage:
The interview is concluded in a foreign language. The candidate not only have to show his foreign language fluency, but also writes a dictation on a computer in this language and reads with appropriate intonation as a part of a selling conversation (role-play).
Trainings
Before our new agents start working, they participate in the corrective phonetics course. Its goal is to eliminate the foreign accent and pronunciation mistakes depending on the mother tongue interference, but also acquisition of correct pronunciation, accent and sentence intonation. Experienced trainers - linguists and phonetics specialists, lead the courses.
Language trainings for the agents take place during the entire time of their co-operation with Call centre Poland. These also include, besides corrective phonetics exercises, specialistic vocabulary trainings concerning trade, products and subject matter directly connected with the project that agents work on (e.g. if it is a car industry, their vocabulary concerning this matter is being trained). These sessions also consist of sales elements and customer service orientation towards specific industry with appropriate expressions and vocabulary.
Very important is the cultural context, e.g. the mentality of German customers, their traditions and habits. Furthermore before starting any project the consultants have to pass a test in foreign language concerning the product, script, objection handling and vocabulary knowledge connected with particular project.
Quality Control
While the project is in progress, dedicated trainer is monitoring and coaching the agents for quality of conversations carried out with customers. Conversations are recorded, listened to and analysed for both theoretical and language consistency. During the individual and group coaching sessions, trainer analyses the conversations with agents and mistakes are being corrected. This results in continuous growth of conversation quality and enables the full control on the process of the project.
Within our agents the largest are the German and English speakers. Most of which are the graduates of the linguistic studies and/or people who have lived abroad for a long period of time.
Knowledge of a foreign language itself is not enough for a professional customer care. Our team of language specialists worked out a special training program consisting of phonetics, regional dialects and industry vocabulary. Training staff is working not only on the agent's proper accent but also on the sales calls structure including the mentality of different customers i.e. those from Germany, Great Britain, Russia or US.
