Call Centre Certification

Cultural Training for Off-Shore Call Centres.

Outsourcing to an off-shore call centre requires total confidence that the new team of operators communicating with your company can do so with fluency, empathy and confidence in their cultural awareness. If they capable of this then they can build relationships with your high value clients and develop revenue opportunities. If they can’t then customer satisfaction levels drop and customer complaints increase. InTuition can ensure that the off-shore Call Centre you work with use operators that will enhance your business.

Taking Conversation Seriously.

InTuition are part of the International House world Organisation. As acknowledged leaders in the world of English Language training, with 140 centres around the world IHWO provide an accredited certification to Call Centres. This demonstrates that the off shore call centre team representing your company have sufficient Language proficiency (Voice, Accent and intonation), Empathy and Cultural awareness. Once achieved it gives our client peace of mind.

Overview

This programme has four independent facets.

Outcomes

• A one week audit of your centres operations, monitoring calls, interviewing personnel, testing their speaking skills against a Language competency framework and producing detailed recommendations to improve conversation competency.

• Development of personalised training materials for voice/accent training, empathy, culture and coaching.Onsite training of team leaders and process managers and of local trainers to carry training forward.

• Regular monitoring of the training programme, and one day training of UK executives visiting overseas partners and of members of overseas partner organisations visiting the UK.

• Better working relations between staff members from different cultural backgrounds.

What does the client receive?

The client receives a Language Audit Report, comprising:

• A report on the language needs of the company and the specified job function(s).

• A report on the language skills of the individuals tested.

• Recommendations for recruitment & training

• Clients are also awarded a "Clear Speech" Validation, based on an agreed percentage of operators having been tested and passed in a given year.

Each individual profile shows whether the required profile has been met or whether the person needs further language training in specified areas. This is a transferable skill for the individual.

Outcomes

• Reduction in customer complaints

• Improved customer satisfaction

• Smoother communication between the UK and call centre partners

• Certification that your off-shore call centre is providing quality speech. IHWO Call Centre Language(Clear Speech) Competency Certification

This programme can be used with Business Process Outsourcing operations, both voice and back office, in India, Pakistan, Sri Lanka, Malaysia, China and Eastern and Central Europe.