People are the core of Intellicom's customer-centric business philosophy. The company has created an environment that instils in its employees a sense of pride for and oneness with each client who is being served. A team of highly trained professionals leverage industry best practices and process-specific training programs to impart customized training solutions. These solutions are tailored to suit client requirements as well as the specific requirements that are identified for each employee. It is mandatory for each employee at Intellicom to undergo a minimum of 200 hours of training, every calendar year that includes:
Pre Process Training - It incorporates introduction to Debt Collections, Customer service, telesales, learning communication styles and behaviors, empathy, probing skills, resolving objections and closing a call successfully.
Voice & Accent Training - It covers tailored culture presentations, extensive voice and accent training, acclimatizing to phraseology patterns, building resilience to acquire buoyancy on calls, accomplish neutral RP for effective communication with customers.
Process / Technical Training - It comprises of client's policy & procedures, Systems & product training, CTQ rollout & compliance. All these training classes are instructor led who use audio / video aids, simulation exercises, role-plays and finally CSRs begin calling under the supervision of these instructors.
Up Training - Instructors do formal training to up skill or introduce new calling techniques as and when required by the program.
Remedial Training - Based on performance review and training need analysis (TNA), focused & need-based interventions are carried out for specific agents identified by Quality or Operations.
On The Job Training - Our coaching team conducts a one on one with every caller per week. Recaps and reruns, skill building techniques and compliance reminders are revisited and instilled.
Intellicom has successfully built and operated an organic growth model for it's employees. Our CORE training group specializes in interventions and assessment centers to build necessary skills in potential employees required at the next level in their career. These workshops aim at building management skills, harnessing leadership potential, sharpening statistical and analytical skills, creating quality awareness in our future leaders.