It is the fundamental tool for managing talent in the BPO sector, under the competency approach (observable behaviors), hence it constitutes the common denominator in the articulation of the different areas of the BPO operations, monitoring, human resources, workforce, guaranteed the comprehensive development of human resources. This instrument is the result of a process of construction of experiences articulated in more than 70 BPO operations in Latin America, integrating in the tool roles and functions of positions such as team leaders, advisers, monitors, trainers, workforce, among others.  The dictionary of competencies has been adjusted and standardized to improve the application of cases related to promotion and development of BPO officials. 

It includes:

• Competency model.
• Degrees of competences.
• Map of competencies adjusted to the positions.
• Recommendations.

Characteristics:

• Duration 12 hours.
• Success stories in similar campaigns.
• Customized to the conditions of each campaign.
• It includes roles and functions of operations positions and support areas.

Profits:

• Increase FCR.
• CEX improvement (Customer Experience).
• TMO decrease.
• Decrease in care costs.
• Role focus.
• Facilitates dispersion control.

Addressed to:

Sales, service and collections operations.

Teleaccion services have a high content of technical and specialized development according to the conditions of each operation. Therefore for all products we will contact  with you to “calibrate” your needs and develop the product to meet them.

If you have any disagreement with our service or any of our products  Please contact us at +57 310 779 2197 and we will gladly resolve your concern.