We work as a seamless extension of your team by integrating our services and management to work hand-in-hand with yours, at every point of contact.
In order to become a part of GuateCall, potential employees are put through a rigorous training program. The premise of our training lies in our Core Beliefs and Principles:
Our Core Beliefs:
-Belief in the Concept
-Belief in the System
-Belief in Yourself
Our Core Principles:
Those employees who have embraced our Beliefs and Principles are now ready to become your brand advocates.
Our channels of communication are always open between call center agents, team leads, QA and managers. We use our QA feedback as an opportunity to find more efficient ways to service you. We consistently infuse our call center agents with training and thoughts about the psychology of the call to create a great customer experience.
Maintaining a fun and competitive work environment keeps agents smiling and focused as we realize they are the main point of contact with your brand.
GuateCall’s call center employees are at the core of our success. We start by understanding our customer’s objectives and learning their customer’s thought process. We create a call center agent profile that is best suited for success. We hire from Guatemala’s extensive call center work pool only the top 20% of the market. This gives us access to a higher skilled and more knowledgeable agent. We then create a training program that not only deals with the technical aspect of the customer’s needs ie the system, but also the mentality of the call. We train consistently and constantly look for ways to best serve our customer’s customer. This creates an environment that is conducive to first call resolutions and happy customers.
Our call center training spill over to the floor in all we do. We go over specific messages during QA feedback. Our team leads will consistently bring up a topic from training and speak it on the floor, even while our call center agents are ready to take calls. This re-enforces the message of what our purpose is at the call center and creates an environment conducive to the success of our client.
Everything we do at GuateCall is geared to helping our customers succeed. Reach out to us and see how GuateCall really will help your business grow!