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multi-lingual staff

Bulgarian employees are renowned for their strong language skills. To guarantee that the call centre agents fulfill their job to the highest standards, we apply some strict language policy principles.

recruiting

In the recruitment stage, Elittro tests the call centre candidate’s language proficiency. We aim to only hire staff who have at least reached an independent user language level, which corresponds with a European level B2. Since we have an exclusive partnership with the St Cyril and Methodius university we hire students and graduates from their language department who master English, German or French.

Dutch language training

Apart from a few exceptions, like emigrants turning back to the country, hardly anybody in Bulgaria masters Dutch. Elittro is the only institute in Bulgaria which organises official exams for Dutch as a foreign language. We hence rely on them and their native Dutch teachers to prepare agents for their future task.

language monitoring

Qualified teachers closely monitor the language proficiency of all our agents. In short, they perform following actions on a daily basis:

  • Check all written correspondence (mail, fax, letter) before it is sent to customers.
  • Evaluation of language used during phone calls.
  • Correct mistakes and inform agents about corrections to stimulate the learning process.
  • Keep track of every agent’s language evolution.
  • Organise specific language courses customized to the specific call centre project.