Business process outsourcing

Overview

This programme has four independent facets:

  1. A one week audit of your centres operations, monitoring calls, interviewing personnel and reviewing call monitoring and call evaluation procedures and producing a detailed report of recommendations to improve customer satisfaction and reduce complaints.
  2. Development of personalised training materials for voice/accent training, empathy, culture and coaching.
  3. Onsite training of team leaders and process managers and of local trainers to carry training forward.
  4. Regular monitoring of the training programme, and one day training of UK executives visiting overseas partners and of members of overseas partner organisations visiting the UK.

This programme can be used with Business Process Outsourcing operations, both voice and back office, in India, Pakistan, Sri Lanka, Malaysia, China and Eastern and Central Europe.

Outcomes

  • Reduction in customer complaints.
  • Improved customer satisfaction.
  • Smoother communication between the UK and call centre partners.

Contact +44 (0)8456 034 054 or email us for course schedules and prices.