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call centre training

We regard selection and initial training as two stages in the same process: matching employees with client projects. Every project needs people who are best suited in terms of personality, aspiration, experience, skills and motivation. Our training program ensures that all staff has the necessary skills and knowledge to perform their job according to the highest standards. Euroccor employees deliver desired results while fully living up to our clients’ values and reputation.

customised training

We provide in multi media skills training, in depth campaign briefing plus specific skills and techniques training for each new project. This ensures that the introduction to each new project is always accompanied by a refresher in the relevant communication skills demanded by the project like e.g. telephone sales training or customer service skills training. Most of the formal training has a consistent theme of team building and positive attitudes running through it. The aim is to instill a sense of belonging, stability and well-being into the role.

ongoing training

In addition to formal training, ongoing coaching and support is provided by the project management team, and we encourage staff to participate in exams with a view to attaining formally recognized skills. Skill development is part of our ongoing training program. It can be done within one project, if multiple skills are required, or over multiple projects, if the projects are non-dedicated and require different skills. In most cases operators enter a project based upon their most obvious skills, like e.g. language, phone skills and technical skills.

coaching

Each agent has a monthly individual review with his or her departmental manager to assess his or her skills. During the session they agree upon three clear objectives to be achieved before the next individual review. Depending on the needs identified, staff then attend 2-3 hour classroom based training sessions designed to focus on one or possibly two aspects of technique to e.g. improve customer care skills or telemarketing skills.