|
|
Training
A critical success factor in an overseas call center operation is the quality of the Customer Service Representatives. WBI has learned that the training of workers is the critical component in ensuring high quality service. WBI deploys a proprietary training program that has a track record of being successful. PriceWaterhouseCoopers sited the training program developed by the WorldBridge team in India as a “world-class training program,” and “superior”. Experts in adult teaching and tracked documentation are only a couple of the features that set the WBI training program from its competitors. To ensure longevity of the processes that have been proven to work, intensive “train the trainer” courses are conducted twice monthly.
- Training Agents. Entry level call center representative is trained in the following areas: Computer skills, English usage, writing skills, customer service training, accent enhancement, corporate culture and U.S. cultural training for purpose of communicating with customers effectively.
- Management Training: All persons in positions of authority are required to take part in the following training programs: management training, accent training, US business culture training, presentation skills training, how to facilitate effective meetings, time management, budget management, strategic planning and implementation, communication with subordinates, advanced computer training, and development of effective reporting.
- Accent training/English language skills. A critical success factor for end user satisfaction with overseas call centers is to have an agent that is well understood by the end user. WBI management worked for 9 months with a speech pathologist to develop a program that addresses specific differences between American English and South African. The end result produced a program that allows for the student to learn techniques that make them more comprehensible to the global ear. It does not change accents but rather neutralizes them. WBI retains experts from the U.S. to train this program.
Additionally, WBI has relationships with the top three US schools that offer Masters Degrees in the TESOL (Teachers of English to Speakers of Other Languages) program. Graduate students conduct their required hours of teaching abroad at the WBI location while earning credits that count toward their graduation. These graduate students earn fair pay and the opportunity to learn how to market themselves to global corporations rather than be limited to the world of academia. This program has proven to be wildly successful. All graduate students that participated in this program with the WorldBridge team currently hold prestigious positions with global corporations due to their experience and ability to impart with practical training that is applicable to the world market.
- Client Specific Training. Agents are trained to meet the specific requirements of individual clients work. This includes training on the client’s specific computer programs, policies and procedures of the program being addressed, client's corporate culture and codes of conduct. Additionally, depending on the class of customer anticipated, training may be provided on proper etiquette for dealing with the profiled customer.
|
|
|
