AbacusConsulting - About Us

Training

A critical success factor in an overseas contact center operation is the quality of CSRs, Line Managers and Middle Managers. We have a firm belief that sound training of manpower is the critical component in delivering and sustaining industry standard quality of services. Our service centers have integral in-house training facilities. We have developed computer based training modules to ensure standardized training of manpower in line with the industry standards. Continuous training of trainers and trainees is the hallmark of our services.

Representatives Training

Entry level CSRs are trained in computer skills, English language usage, writing skills, customer service training, accent enhancement, corporate culture and familiarization with the US cultural and social aspects for the purpose of communicating with customers effectively.

Management Training

Management personnel at all levels undergo regular training programs with emphasis laid on man management training, accent training, US business culture training, presentation skills, effective meetings skills, time management skills, budget management training, project planning and implementation training, communication with superiors, co-workers and subordinates, advanced computer training, and effective reporting training.

Accent Training/English Language Skills

A critical success factor for customer's satisfaction with offshore contact centers is to have a representative that understands the customer's queries and in turn is well understood by the customer. We have developed a specialized comprehension and accent development program that addresses specific differences between American English and Pakistani English. It enables the representatives to be adequately comprehensible to the global ear. The focus is not on changing the accent but rather in neutralizing it.

Client Specific Training

Before allocating representatives, supervisors, product specialists and project manager on a particular client's work, the complete team undergoes specialized client specific training to meet the specific requirements of the client's work. This includes training on the client's specific computer programs, policies and procedures of the program being addressed, client's corporate culture and codes of conduct, proper etiquette, FAQs, etc.