Constant motivation is the key to grooming successful agents
NEARSHORE AGENT WORKFORCE
At CCSI we take pride in our agents for their excellent interpersonal skills, motivated spirit, IT knowledge, and service-oriented mindset. Our agents have very low turn over rate and are also known for their ability to communicate, accomplish tasks, and achieve goals, as well as their diligent work ethic.
Due to our proximity with the United States, our agents are fluently bilingual and bicultural, which ensures an experienced, diverse workforce capable of handling North American Clients.
By offering our agent's continuous training we are able to provide a highly competent agents, CCSI not only focuses on equipping the agents with the proper knowledge and skills required, but also on improving efforts towards quality service, communication, computer and negotiation skills needed for the interaction part of the job, such as phone etiquette, and phrasing.
Some of the agent's skills are acquired through a shared view with Multinational companies that have been outsourcing their call center services to Mexico for many years, such as Verizon, AT&T, Apple, Pfizer, Sanyo, American Express and many others.
Agent Training Types:
- Systems and Processes
- Certification Programs
- Negotiation and Closing Techniques
- Customer Satisfaction
- How to Deal with Rejection
- Up Sell and Cross Sell Opportunities
- Ability to listen to agent calls
- Onsite CCSI supervision
- Top agent mentoring program
- Call techniques and flow charts
- Best Practice documentation and training
- Bonus & Rewards
Mexico has over 5,000 Higher Education Schools with globally ranked universities. There are around 4 million students at this level of education in the country.
The Government provides education and qualification to increase the workforce according to each industry's needs. State Universities focus on business, marketing, communication and Information Technology degrees, which provide our agents with the skills necessary to succeed.