The most important aspect of our business is handling customer interactions. We understand that it is critical that right people with the right skills sets are deployed.
Recruitment
We take extreme care and caution in recruiting our customer service associates and support personnel. iTouchPoint 's experienced recruitment team is in a position to ramp up quality Customer Service Associates in a short time frame for immediate client requirements. The recruitment process is flexible and can be adapted to evaluate client specific skill requirements. We look for very energetic people who have excellent communication and cognitive skills, and who are able to assimilate a great deal of information quickly.
Our CSAs have either college graduates or hold equivalent degrees. Candidates go through a written test that includes sections on proficiency in English language, familiarity with American slang, analytical ability & reasoning and Internet awareness. The successful candidates later go through multiple rounds of interviews.
Training
The Customer Service Associates at iTouchPoint undergo extensive induction and continuous re-training on processes, methodologies and software tools to keep them abreast with the latest technologies. Our training program focuses on spoken English, voice quality, diction and articulation.
In addition, each candidate is trained on key soft skills like teamwork, oral and written communications, client management, customer empathy, the willingness to learn, etc. These are an integral part of the learning process at iTouchPoint.
The Training Program
Hiring energetic people with good communication and cognitive skills is not enough to ensure excellent customer care. Right after joining iTouchPoint, every employee goes through a 2-month intensive training in customer care aspects and accent neutralization.
At iTouchPoint, the training program is customer-focused and skills-based, which encourages strong corporate values, promotes team spirit, and supports a positive work environment. In order to maximize the learning experience, we have established both instructor-led classroom training and on-the-job training.
During on-the-job training the trainees observe the agents real time and learn customer interaction techniques for 2 weeks before starting on the job. The program is divided into customer service training, computer lab, oral and written communication skills, keyboard skills and professional development.
In addition to the conventional teaching methodologies, we also stress on role-playing to train our agents. Role playing sessions simulate the actual call cycle and ensure that our CSA's are ready for the project.
Our Training programs are divided into General (provided at induction and periodically) and Specific (tailored to clients needs) training.
General Training:
- Verbal Training including voice & accent training, subtle verbal cues, empathy and courtesy.
- Familiarization with foreign culture and use of language.
- Effective oral and written communication skills.
- Critical skills of listening, questioning and confirming in order to determine customer needs and increase call efficiency.
We have weekly Knowledge Sharing Sessions, which ensure upgradation of skills and competencies.
Client Specific Training:
Our Client Specific Training is customized to our client's requirements. It includes the following:
- Detailed technical information about the clients products or services.
- Studying the client's customer profile.
- Technical Support Training.
Retention
Our associates drive our growth and we want to recruit the best and make sure we hold on to them. Compensation for associates is based on a variety of factors - productivity, customer satisfaction and the way agents empathize. We also recognize and reward them well for their performance with promotions and other incentives.
