OUTSOURCING IN LATIN AMERICA SUPERVISOR STATION - Richard Blank - ContactCenterWorld.com Blog
Our Central America Call Center will only consider a BPO team manager from strong references or promoted from within our LATIN AMERICAN call centers following an extraordinary performance as an BILINGUAL agent. Age or gender will not deter a promotion. We are interested in those that have shown company loyalty, completely understand the metrics of the assigned work, the importance of reliable attendance and being punctual. TELEMARKETING Leaders that own up to accountability will supervise your outsourcing campaign, period.
Our CALL CENTER managers aim to increase self-esteem and contribute to a BPO agent's professional development. They are expected to reduce the causes of CALL CENTER burnout and eliminating BPO attrition during a TELEMARKETING campaign by sincerely listening to all BILINGUAL agents with an open mind. CUSTOMER SERVICE Stress works in a strange way to motivate, like reverse psychology. We are aware that adversity is a challenge and should be handled with grace and style. Every Costa Rica's Call Center agent recognizes that our call center truly cares about them, which strengthens their loyalty and commitment to your campaign.
The BPO Call Center Supervisor’s perspective at Costa Rica's Call Center.
Our LATIN America Call Center agents climb the majestic staircase everyday when they join the other 140 bilingual call center agents on the second floor. To ensure maximum safety and convenience of our CENTRAL America Call Center , the staircase was specifically designed to provide the most amount of human foot traffic when BPO agents enter and leave the telemarketing calling floor.
The call center customer service work station rows were set up specifically for close monitoring by the BPO campaign supervisors and telemarketing project managers.All call center monitor screens are completely visible from every angle to ensure that every CENTRAL America Call Center agent on a phone call is working up to speed.
Additionally, a” wheel of fortune” incentive is available for all LATIN America Call Center campaigns and bilingual telemarketing agents. After a successful day on the phone, the call center agents that exceed their quota can go to the back of the telemarketing calling floor and play the wheel for prizes. Every day, we can see who has earned the chance to spin for fame and fortune!
If the call center agents value success, integrity, customer service, a personal work ethic, excellence and innovation, then we help the associate align those values with the organization's objectives. We help in creating personal long-term goals such as becoming a top producer or a more short-term goal like mastering the telemarketing calling script. Our Central Call Center reinforces their emotional state of confidence, keeping them focused on the basics, guidelines and adherence to hit for a higher standard. Rewards are common for Latin America BPO agents with positive customer feedback so that they consider the call center a career opportunity, not a dead end job.
Money will always motivate call center employees. In Costa Rica, call center jobs are high-paying, highly sought-after jobs in comparison to other vocations. Most of the telemarketing jobs leaving the United States are for positions and salaries many North Americans snub. Our bilingual call center agents will make a consistent, effective contribution to the campaigns success in order to insure that their paycheck continues.
Publish Date: August 19, 2011 5:25 PM