To resolve the daunting task of improving call center metrics, we realized that our teams across Operations, Service Quality, Learning & Development, and Human Resources must collaborate to build a scalable and institutionalized solution. Further, they must focus on creating the right culture and instilling the right values to shift the focus from “response” to “resolution .” To achieve this, we set our sights on three main objectives: 1. Hiring Right: Refined our candidate selection process to improve language proficiency and comprehension testing at the recruitment stage to ensure we are hiring top talent. The focus of this initiative was to pre-empt any errors or gaps that could cause a break in communication, resulting in a negative interaction.

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