On Board Employee’s:
We are starting off with a batch of 45 young and enthusiastic team members, with a target of growing to more in numbers of on board employee’s. We also have our own dedicated Administrative Staff as well. Here at iConnext, training and development in different areas of management is always an on going process.

Our Indian Team Is :

• 100% bilingual : English & Hindi
• Accent Trained
• Educational Background : Graduate & over
• Motivated
• Stable
• Satisfied with work environment, attractive wages & incentives
• Company Culture is centred on Human Resources Management and Team Work
• Dedicated towards their work
• Unlike in the US and the UK, the culture now in Indian bpo is open towards working in the night shifts.

We are giving the CSE’s the following:

TRAINING
Size, Experience, Organization, & Product/Service training practices, etc

Specialization

• Call Center Training,
• All soft skills and management related areas
• Professionalism

Soft Skills Modules

• Customer Service,
• Accent neutralization & enhancement American Accent,
• American and UK Culture familiarization,
• Stress Management,
• Time Management,
• Effective Communication & Presentation Skills,
  
• Telemarketing & Selling Skills,
• Assessments & Office Etiquette.

Product Training :

• Through Product Knowledge
• Script Rehearsing - Handling Rebuttals, 
• Mock Calls and Role-plays,
• Assessments

STANDARDS SET FOR QUALITY ANALYSIS

• Monitoring Standards & Schedules
• Call Recording - Complete calls of CSE’s are assessed in a Call Recorder Software sheet awarding points, twice every week. The assessment is done on recorded calls and feedback is given to the CSE after making him/her listen to his/her call.
• The QA Executive will monitor live calls on the floor and shares the feedback with the CSE’s and Floor Supervisors instantaneously.

Sales verification capabilities & process analysis
100% Quality Audit on Verification of Calls will be done, so that the client can check it on their end as well. The clients will be sent the wave files on daily basis, through an ftp or through uploading it on the client’s portal