Job Description

• Knowledge of US / UK Accents and neutralization of Agents in terms of their MTI while bridging and enhancing their soft skills sets within all processes.
• Eliminate the usage of Indianism terminologies such as Ineffective Communication and Customer Service skills in relation to the soft skills call flow process.
• Increasing the customer service skills of agents to provide effective levels of customer satisfaction in terms of telephone etiquette and communication skills, etc…
• Imparting effective grammatical skills to Agents, idioms, phrases, commonly used words and other colloquial terms.
• Expose and inoculate agents of culturally related terms and usages within the call flow process and continually update the processes of delivering effective training in terms of soft skills.
• Enhance the comprehension skills of Agents in terms of their communication and listening skills for effective service excellence interaction with customers.
• Floor Monitor of calls while identifying and documenting areas requiring enhancement in terms of soft skills sets integrated with process specific requirements.
• Utilize Floor feedback to enhancing training variables in terms of the call flow process with solutions for areas needing enhancement.


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