•   Phase 1: An induction program where new trainees are familiarized with the company rules and its core values.


•   Phase 2:Inside sales and pre-process training sessions that includes:


•   Client introduction, client strategies, product and services overview


•   Telephone skills and techniques


•   Active listening skills


•   Fundamentals of team work


•   Customer retention and selling techniques


•   Phase 3: Methodology training sessions – client specific


• Phase 4: On-the-job training sessions where agents work in a controlled and supervised atmosphere.

Comprehensive Outbound Calls Training Modules

•   Attitude Barriers – A strong emphasis is given on the psychology of success, stress management, time management and team building. We also focus on the aspect of quality awareness, as well as attitudinal coaching which contributes to the adjustment and performance of trainees.


•   Phonetics and Language – English training in fluency, clarity, applicable pronunciation and sentence structure. We also cover written skills for emailing, outlining call details, reporting etc


•   International exposure training – This includes time zones, sports, history sessions, weather and additional general subjects. Sessions on the native consumer, culture, lifestyle and sociopolitical structure serves to help trainees establish the client relationship and respond accordingly.


•   Customer Service – The fundamentals of customer service are covered including “making a first impression”, active listening, promptness, problem solving, documentation, service with a smile, delivering with integrity and patience.