The things I was most impressed by with TOG’s El Salvador location were:
– The superior intelligence level of the agents and their ability to grasp a substantial amount of complex information. In addition to the usual struggles I face when training to this level of detail, I was worried the difference in cultures might make it difficult for TOG agents to put the material into context. However, that was almost a non-issue.
– The agents’ genuine desire to understand the market-specific nuances of things like budget billing and credit holds so they can explain them intelligently when/if asked by a customer. They asked so many good, insightful questions.
– The full participation of team leads and trainers throughout the training session.
– The emphasis on role play. Too often center management is in a hurry to get the agents on the phones. Not at all the case here.
– The agents’ English, while not without an accent, is as grammatically as good as — if not better – than that of most sales agent I’ve worked with in the U.S.
– Management’s ability to identify and swiftly act on potential issues.