General Questions
The definition and main characteristics of outsourcing and the activities to ensure the...
How we manage the selection and training of the team and what are the control activities to verify the service offered
How do you proceed if you don't have operators with the profile I need?
Our Recruitment department will begin the process of selecting the resources that respond to the partner's requests. For example, if your company needs resources with technical skills, Recruitment will publish a notice indicating the tasks and requirements, and then schedule interviews with potential agents.
Candidates are then filtered through tests and selected for profile compatibility. After this phase, we will involve the partner in the selection process, who will interview the selected agents.
How are the resources that make up the team identified?
- Experience;
- Skills (languages spoken and other significant skills);
- References;
- Checking references.
What is the minimum number of resources I can request?
There is no minimum number, you can also request only one resource.
How does the training take place? Does it have to be done on site or remotely?
Training takes place in 3 different ways:
- The partner's staff train in the we are fiber offices;
- Our Training manager and the person following the order follow the training on site by the customer, and then train the team in Albania;
- Remotely.
Who controls the progress of the campaign? Can I take care of it?
If the team is made up of more than 5 resources, we provide a Team Leader who will follow the group and act as an interface with the customer.
If the team is more small, we will assign a Team Leader shared with other orders, who will still have access to resource monitoring.
How is resource and campaign tracking performed?
Through the following practices:
- Analysis of calls, emails, documents, tasks, etc .;
- Use of scorecards and evaluation forms;
- Training of agents on their weaknesses following scorecard evaluation;
- Ongoing training of agents;
- Comparison of KPI performances against market benchmarks;
- Call recording and use of software that enables managers to monitor calls in real time;
- Reserve resources to replace agents who do not meet quality and performance standards.
What are the reporting methods?
Generally, the reports are weekly or monthly, and include statistical data on the work done, the duration of the phone call and other defined parameters. Reports are sent via email and can be in Excel or PowerPoint format.
Email: info@wearefiber.com
Telephone (It): +39 024 210 1122
Phone (UK): +44 203 870 4408