Telefonica’s Comercial Call Center


Recruitment + Training + Certification

Challenges

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Identifying and Diagnosing the ideal profile of the Tele-Operator x Competencies and Function.

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Develop and Implement Training Model by Competency common in 5 EPS.

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Create Classroom Plans and  Training Materials by competency x service.

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Developing Internal Training Instructors 5 EPS.

Achievements

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Master planning: Identified and Structured the Operational Charges Processes: Inbound, Outbound, Cross Selling, Retention and Audit conducted for each of the positions / functions Functional Area.

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Quick Benefits: 3 months after implementing the project, we made proposals which increased sales & revenues far beyond the client´s expectations.

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121 Supervisors were developed through training managers..

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Manual “Recruitment and Selection” Created and Implemented in 5 EPS.

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32 analysts from HR of the 5 EPS were trained in the new methodology for selection.

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27 trainers trained in pedagogical techniques to implement the training.

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Improvement of 120% on average on indicators of Sales and Customer Satisfaction after the first year of the implementation of the project C-3.


Partner

Telefonica, one of the largest companies of fixed and mobile telecommunications in the world. Operating Globally.

Project

Project C-3 is a 3-year-long that has the goal of creating standard processes for Recruitment + Training in the 5 Service Providers Companies (SPC) of Call Center for Telefonica’s Business in Brazil. Certification of SPC and its employees. The project reaches more than 5,000 professionals.