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| People and Skills |
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| India with its vast resource of cost effective,
educated, English speaking and technology aware, young people has
emerged as the best location to outsource various business operations
and has become the destination of choice (Click Here To Know Why). |
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| We at ICall are a people driven organization with
high emphasis on recruiting the best and retaining them through a much
focused career path. (See what some of our people have to say). |
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We at ICall recruit people with excellent communication, written and
analytical skills. All CSR applicants are required to complete an
application, Telephonic & Personal interview, Toffel Test, Typing Test,
Computer application Test and to take a Web based Call Center aptitude
evaluation. This test helps in evaluating each applicant in the following
areas: |
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| English Accent and Conversation Skill |
| Integrity |
| Reliability |
| Competence |
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| Call Center aptitude |
| Internet skills |
| Sales skills |
| Products & Services Knowledge |
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| ICall assigns a Customer Relationship Manager to each
account to implement the specific needs of our clients, and to develop
the Delivery Center Solution to resolve any and all issues that arise.
We staff experienced Team Leaders at a rate of 1 Team Leader for 5/6
CSR's and a Group Leader for two teams. We maintain service levels that
have 80% of our clients calls answered within 20 seconds with less than
a 1% percent abandon rate. To achieve this level of service we staff our
Call Center at 75% occupancy/efficiency level. That is our CSR's are
actually only talking approximately 35 minutes of each hour. The balance
of the time they are waiting for the next call. |
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| There is a dedicated quality control team, one for
every 24 agents who is continuously monitoring different aspect of calls
through monitoring system, one out of 24 agents and coaching immediately
after the call. Quality Manager monitors all such cases of repeat
coaching needs. The Monitoring is done through: |
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- CSR Monitoring
- CSR Coaching
- Test Calls
- Intranet Page
- Weekly Written Assessment |
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| Monitor scoring and test results are used for coaching,
counseling, positive recognition awards, performance evaluations, and
determining individual training/development needs. |
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