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Bilingual phonetics is often discussed and is encouraged as an ongoing study for mastery. Practice calls are always recorded, analyized and studied during every training session and will cover level one (easy close) to level five (non-stop rebuttal) types of telemarketing calls and customer service escalations. An analysis provided from a detailed checklist will judge the agent's tone, rate, pitch, duration, pause, pregnant pause, delivery and timing of open and close-ended questions. Video taping a call center phone call in progress involves the same phonetics study along with non-verbal communication to understanding how body posture, facial expressions, hands as an illustrator and motion can dramatically improve a voice and projection. All BPO trainees must be a third party observer in order to make the necessary mental changes themselves. The only way anyone can make great strides in career building self-improvement when is to be humbled by their own criticism. Self monitoring and reflection is what will make your telemarketing team rank among the most proficient sounding in the business and will create long term BPO agents for your offshore project. A call center's psychology of selling over the phone will be the initial BPO topic covered. The telemarketer's mind is focused on how to prevail over rejection and to uncover a physical stamina to handle a minimum of 8 hours of quality outbound phone calls a day. Each bilingual agent's fear of telemarketing is addressed openly and resolved with compassion. Prevention for call center burn out is discussed and will be closely monitored daily for each Central American trainee. This key observation will filter out potential quitters while promoting BPO career team members for your company. At Costa Rica's Call Center, we are not hard on our nearshore call center staff, we hand pick and train them to work hard at making your offshore campaign successful. A mandatory call center training quiz at the end of every BPO class is necessary to make sure that the Latin American agents know how to handle our system and have a confident understanding of your outsourced material taught that day. The offshore campaign information plus advanced rhetoric are a minimum of two written and oral exams that must be passed by all bilingual team members. As the nearshore telemarketing training is near completion, several test calls will be made to you for final approval of the script and our team members ability to properly speak for your company. Our Central American call center covers all aspects of foundation training for bilingual offshore agents. Since 2000, our telemarketing training staff still has the passion to train and mold raw talent while building the BPO team's self-esteem and confidence. Even if we hire agents that have been telemarketing for some time, we still need to teach our specific phone methods proprietary to your nearshore campaign. It is important to analyze the exact training sessions you need before we begin. Costa Rica's Call Center will supply you with a detailed questionnaire to be filled out prior to the preparation for your classes. Depending on the scale and complexity of your campaign, training times and lengths will vary for proficiency. The advanced bilingual telemarketing script will be transferred on to a second sheet known as a call map for easy call navigation, flow and enhanced training. Our call center managers use a straightforward flowchart to highlight critical decision points and familiar objectives during the structured telephone conversation. Acknowledging when they ask a good question is used methodically and is essential in promoting additional conversation or customer service support. Most salesman believe that fast talking is the way to close a deal. Yet, we encourage silence as very instrumental when used tactfully on the phone. Deliberate p
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COSTA RICA'S CALL CENTER
It is the only Latin American country included in the list of the world's 22 older democracies. The country is ranked third in the world, and first among the Americas, in terms of the 2010 Environmental Performance Index.
Christianity is the predominant religion, and Roman Catholicism is the official state religion according to the 1949 Constitution, which at the same time guarantees freedom of religion.
Population: As of 2010, Costa Rica has an estimated population of 4,640,000.[70] Whites and mestizos make up 94% of the population, whites being 80% and mestizos 14%,[71] while 3% are Black, or Afro-Caribbean, 1% Native American, 1% Chinese, and 1% other
Language: The primary language spoken in Costa Rica is Spanish. Some native languages are still spoken in indigenous reservations. The most numerically important are the Bribri, Maléku, Cabécar and Ngäbere languages, some of which have several thousand speakers in Costa Rica – others a few hundred. About 10.7% of Costa Rica's adult population (18 or older) also speaks English, 0.7% French, and 0.3% speaks Portuguese or German as a second language.
Costa Rica, officially the Republic of Costa Rica is a country in Central America. It is located on the Central American isthmus, lying between latitudes 8° and 12°N, and longitudes 82° and 86°W. It borders the Caribbean Sea (to the east) and the Pacific Ocean (to the west), with a total of 1,290 kilometers (800 mi) of coastline, 212 km (132 mi) on the Caribbean coast and 1,016 km (631 mi) on the Pacific.
ABOUT COSTA RICA
General Information
Costa Rica is in lower Central America, between Nicaragua and Panama (10 degrees north of the equator)
43% of population are between the ages of 15 and 40 years old Over a third of the population lives in San Jose (the capital city) A large, highly skilled labor pool of 2.05 million people with an unemployment
rate of 7.3% (estimated to July 2010) Home to IBM, Microsoft, Procter & Gamble, Hewlett Packard and Intel
outsourcing call centers Education
• 95 technical schools and 60 universities• The National Training Institute (INA) offers free technical training
Government commitment to the environment—25% of its land is protected territory
Costa Rica is one of the most biodiverse countries on the planet• 6% of the world's biodiversity• Volcanoes, cloud forests, rainforests, dry forests, beaches• 10,000 species of plants, 800 species of butterflies, 500 species of
mammals, and 850 species of birds • 28 national parks, preserves, conservation areas, and refuges
COSTA RICA FAST FACTSFacts
Close proximity to North America Politically stable Established infrastructure 95% literacy rate—Over 9,300 educational institutions; public education is
free and mandatory Tax laws favorable to international companies looking to invest Expected implementation of a free trade agreement with the U.S. and
related laws that are opening up the economy to more competition Every day, there are approximately 30 different passenger flights from
Costa Rica to the US and Canada Telecommunications
• Redundant fiber optic submarine cables• Satellite and terrestrial microwave network in place to meet the
demand of and lines, mobile and Internet services • New multinational suppliers are entering the market, providing
private networks, Internet and mobile phone services 93% of electricity is generated from renewable sources
(hydroelectric, Electricity, geothermal and wind)
Key Factors
WHY INVEST IN COSTA RICA?
Address Paseo Colon, San José Next to the Spanish Embassy888-271-6750
Location Advantages
106 year old registered and protected historic location located on Paseo Colon, Costa Rica’s main street in downtown San Jose
Company Incorporated in May, 2006 Two-story 6,000 sq. ft. building 240 fully functional call center workstations Operate 24 hours/7days a week/365 days a year Training room can expand from 12 to 40 trainees Lounge/break area with pool and ping pong table, arcade machine, television Easy access, walking distance from all bus lines, taxi stops, five star hotels, national and private
banks, law offices, hospital, fitness centers, universities, Federal Express, car rental companies, restaurants, parks, and governmental offices
Private parking available
CCC FACILITY IN COSTA RICA
Richard Blank• CEO of CCC in Costa Rica.• Acts as Site Director and takes on the role of trainer as required.• A U.S. citizen and a permanent resident in Costa Rica.• Successfully trained over 6000 bilingual telemarketers over the years.
Grace Blank• Co-owner and HR Leader of CCC. • Personally screens all the candidates.• A Costa Rica native with over 10 years of contact center experience.
Value Proposition
TOP-NOTCH LOCAL MANAGEMENT TEAM
Human Resources Professional staff with extensive call center experience Consultation and support with industry experts local to Costa Rica team members Security, Criminal and Reference checks Coaching and leadership development support Payroll, benefits and taxes Incentive engagement Average Agent Tenure = 1.3 years
Recruiting Weekly advertisements in San Jose Newspapers promoting on site Job Fairs Online and Social Media advertising Resume collection and screening
100 resumes – 65 are interviews scheduled 1st interviews – 10 proceed to 2nd interview and testing Testing Tools – Written and speaking skills, data entry, computer skills All agents hired are bilingual English and Spanish All agents hired have call center or service oriented experience; proficient with computers; and
are well acclimated with Western culture
Value Proposition
HUMAN RESOURCES AND RECRUITING
Value Proposition
Leadership Development SMART Coaching methodology will be instituted to ensure consistency Internal Promotions and Cross Skilling talent
Training Initial New Hire training will be T3 and conducted by experienced Trainer The Costa Rica Call Center team provides initial assessments and ongoing support
“ESP” – Early System Programming The Psychology of Selling – phone skills Phonetics Scripting Practice and suggestions for modification and improvement Personal development – self-esteem and confidence
Quality Transactional requirements, remote and side by side Coaching, role playing and recording playback FCR and CSAT focused ESAT to ensure positive movement and experience for the customer
LEADERSHIP DEVELOPMENT, TRAINING AND QUALITY
Value Proposition
Operational Excellence People First – Philosophy that both the customer and the agent come “first” Cross Site coordination with Client, Account Management and Operations “Metrics that Matter” systematic management and Performance improvement plans developed by
Team and Agent via SMART coaching and planning Focus Groups Scorecard Driven reporting Quality driven Analytics
Staffing and Scheduling CCC Team dedicated The existing CCC staffing intelligence based on business need will be leveraged and schedules
implemented accordingly Cross site staffing support will continue The team in Costa Rica are all full time employees Night shift premium and overtime regulations will apply All agents are salaried as per Costa Rica Labor law
CALL CENTER OPERATIONS
Value Proposition
Retention Open door policy and access to all levels of leadership daily Location Benefits Employee Satisfaction and Events
Incentives Client decides reward based on program and business need All Labor laws and customary policies followed and paid Non-monetary reward based on employee need and identification
Attrition Monthly = 2 agents Annualized = 8 agents Top 3 reasons for leaving = Schedules, personal matters and health problems
RETENTION, INCENTIVES AND ATTRITION
Highlights
24 hour local armed security guards at main entrance All admission must be cleared by security, approved by management and
access level established A dozen surveillance cameras with recorded movements High tech alarm system; ability to totally monitor and configure over the
Internet from anywhere in the world Fully secure workstation area
– No cell phones, iPods, flash keys, cameras, bags
SECURITY
•Costa Rica’s Call Center counts with 2 ISPs to ensure connection reliability•Servers are duplicated to protect the data and any production functions locally.•This information is securely backed up online in case of emergency.•The server room and network equipment is connected to centralized UPS to make sure the operations can continue in case of power failure• The system at the same time is connected to a diesel generator that can support the most important functions of the call center and it can be refilled while functioning.
BUSINESS CONTINUITY
Value Proposition
Experienced contact center agents High levels of English/Spanish bilingualism, minimal Spanish
accent Boutique environment, caters to individual client needs Personal attention, ownership, and accountability Central location; walking distance to homes; on the public
transit route Solid history of successful banking/financial programs to
complement clients’ businesses in all geographies Proven agent retention strategies—Benefits, paid vacation, and
incentives An HR consultant on retainer to ensure strict adherence to local
and international labor standards and to support government audits
140 seats available 25 French seats
VALUE PROPOSITION FOR PARTNERING IN COSTA RICA
