Offshore call and technical support centres pose unique communication challenges for organisations and customers alike. Communication issues that were not a factor for ensuring customer excellence with UK or US-based agents now become critical to guaranteeing good agent-customer communication. Poor active listening, empathy or customer handling skills as well as the overall approach to training and coaching these skills can be decisive if organsiations wish to delight their customers.
Combined with the above, high recruitment costs, low retention rates and poor throughput are also important factors that can be improved through better training and processes.
Communicaid’s Culture & Communication Facility Audit services will provide your organisation with a comprehensive report card on the health of your offshore call centre operations.
From recruitment to the operations floor, to training regimens, materials and qualifications for members of your offshore team, to intercultural barriers to successful offshore management, Communicaid’s Culture & Communication Facility Audit services will provide your organisation with high impact results and recommendations resulting in higher performance across the board for all aspects of your offshore call centre operations.
Communicaid’s Call Centre auditing services will provide you with:
- Objective 3rd party review of your offshore call centre operations
- Audit of your entire agent life cycle – from recruitment to training to coaching
- Scaleable recommendations for improved call centre performance
- A roadmap to ensure continued high performance
Who will benefit
- Training Supervisors/Managers
- Instructional Design personnel
- Coach Supervisors/Managers
- Quality control personnel
- Human Resources personnel
- Offshore Management Teams
Culture & Communication Facility Audit Overview
Our Call Centre Auditing services are designed to meet the specific needs of our clients and will be determined by personal/organisational requirements, existing infrastructure and end objectives. However, core areas for Communicaid’s Culture & Communication Facility Audit
services will include a review of and recommendations for:
- Comprehensive review of quality system based on ISO 9000:2000
- Processes and procedures
- Training system
- Trainer performance
- Recruitment practice
- Coaching performance
- Call quality monitoring
- International team management
- Training materials for call centre representatives and management team
- Findings and recommendations for continuous improvement
Culture & Communication Facility Audit Team
For your Culture & Communication Facility Audit, Communicaid has assembled a team of highly experienced professionals each of whom has more than 5 years of offshore training and auditing experience. Our team combine their auditing skills with academic and professional background in training, coaching, human resources, linguistics, and ISO 9000 in addition to relevant offshore call centre experience.
Detailed below is a sample profile of a member of our Culture & Communication Audit team:
BSc Physics (Universität Münster)
MSc Physics( Universität Hamburg)
MIQA (Member Institute of Quality Assurance)
A member of Communicaid since 2004, TH has over 30 years’ experience in a variety of fields ranging from Engineering and Quality Assurance to professional training. TH has been working in offshore markets for most of his 30 years’ professional experience.
TH is a key member of the Communicaid Call Centre Auditing team and has been responsible for conducting audits in the UK, US, Ireland, Germany and India.