Telefonica’s Comercial Call Center
Recruitment + Training + Certification
Identifying and Diagnosing the ideal profile of the Tele-Operator x Competencies and Function.
Develop and Implement Training Model by Competency common in 5 EPS.
Create Classroom Plans and Training Materials by competency x service.
Developing Internal Training Instructors 5 EPS.
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.
Quick Benefits: 3 months after implementing the project, we made proposals which increased sales & revenues far beyond the client´s expectations.
121 Supervisors were developed through training managers..
Manual “Recruitment and Selection” Created and Implemented in 5 EPS.
32 analysts from HR of the 5 EPS were trained in the new methodology for selection.
27 trainers trained in pedagogical techniques to implement the training.
Improvement of 120% on average on indicators of Sales and Customer Satisfaction after the first year of the implementation of the project C-3.
Telefonica, one of the largest companies of fixed and mobile telecommunications in the world. Operating Globally.
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.