Methods of Selection and Training
The Characteristics of the Service
- The Call Center in via Washington ,mainly dealing with outbound services ,is located on a floor ,for a total of 20 working stations .
- The Call Center in via dei Fontanili ,created for inbound services, is located on three levels for a total of 120 working stations , with a structure recently built and designed for the personnel, to relax in leisure time.
SELECTION
AND TRAINING
• The operators are selected considering suitableness for sound recording,
bent for international contacts, cultural background (University degree
or Secondary School Certificate)
• The requisites are:
A very good knowledge of computer science, Italian language without dialectal
inflexions, English language and a second European language, along with
a previous experience in the area of telecommunication.
The applicants get through written and oral tests.
• All the operators are engaged and assigned, part-time or full-time
within the various typologies of collaboration in accordance with the
law.
• Training, qualification and updating of the operators are constantly
guaranteed thanks to courses and periodical tests carried out by an external
agency.
CHARACTERISTICS OF THE SERVICE
Control of the answer of the single operator
The Team Leader using earphones to y, coordinates the activity of the operators as to:
• the type of the answer ( polite ,professional ,prompt)
• the content of the answer (clear, correct ,complete information)
• the ability to solve a problem
Control of every single group
The Supervisor controls the activities of the Team Leaders as to:
• the adequacy of technical instruments
• the flow of information ( updating ,correctness,..)
• the efficiency of the communication
• the execution of the procedures in use
Control of the service
The Supervisor daily verifies:
• the number of the calls ( offered ,answered , answered within 20",longest wait, abandoned,.. )
• the number of the working stations and their adequacy.
• phone traffic data, statistics and reports.
Flexibility
Flexibility means the possibility of adapting the number of human and
technical resources according to the effective requirements of the service.
Our operators usually manage less than 40 minutes of effective conversation per hour .They don't work more than 6 hours a day and 30 hours a week .Moreover long pauses are guaranteed thanks to the complex planning of work shifts.
The Quality of the answer
Our procedures are studied in order to offer a quality of the answer within 20" to 95% of the calls .
Operational aspects
• 8000 daily managed calls
• Phone traffic forecasts weekly made , considering :
holidays, festivities ,weather, strikes,… and all the events important for the management of the information.
• In case of absolutely unpredictable events or in any situation of emergency, the arranged operating units can count on the support
of a group of operators trained at different levels able to manage
the overflowing calls.
