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While differences may exist from Center to Center, "benchmarking criteria" applied by our staff during the selection process works to create a standard for performance across all Hispanic Call Centers. This standard of performance can be described in terms of the following terms.

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Hispanic Call Centers seek to attract the best, most experienced customer care professionals available. The HR programs at these centers are patterned after the best training methods available and seek to achieve the lowest turnover-rate possible, in an industry where this factor is typically quite high.

Hispanic Call Centers are located in many different urban centers where operators are noted for the formality of their speech, generic voice accents and language diversity. Hispanic Call Centers are able to attract candidates from several different nationalities and regularly offer service in Spanish, English and French, but with availability of many other languages upon request.

Mexico, the United States, Canada, the U.S., Puerto Rico, the Dominican Republic, Chile, Argentina, Columbia, Bolivia, Venezuela, Panama, India and the Philippines are just some of the countries that are presently providing services to Hispanic Call Center clients.

All Hispanic Call Centers employ extensive Quality practices that involve every employee, at every level of the operation. These individuals collaborate as a team to ensure that each project is a success for their customer.

Most Hispanic Call Centers use Behavioral-based interviews as a premise for the Customer specialist selection process. Through this program, they are able to identify an individual’s reaction to situations, maturity level and previous call center experience.

Frequently, to ensure quality in new employees a minimum of two professional references and one personal reference is required. Many centers further guarantee the appropriate selection by enforcing a 90-day probationary period.

Hispanic Call Centers offer their staff "careers" rather than just "jobs". With this philosophy, centers are able to hire candidates with greater maturity, education and experience. Once again, by focusing on individuals, Hispanic Call Centers boast of an unusually low employee turnover rate in many areas.

Thorough training is an important aspect in providing the best Customer specialists with the best tools. Hispanic Call Centers usually have dedicated training departments integrated by the best HR and technical training experts, with extensive knowledge and experience in designing, developing and delivering Sales and Customer Service Training.

As part of an ongoing commitment to quality, most employees and managers will undergo intensive training programs designed to provide clients with the best customer care available in the world today. All Hispanic Call Centers encourage and welcome the input the customer throughout the training process. Any input regarding communications training will be valued.

These centers understand the need to deliver superior service and support the customer. In many cases, Hispanic Call Center’s strong commitment to training will far exceed your expectations. Hispanic Call Centers recognize the huge responsibility it represents to be entrusted with developing and improving our client’s relationships with "their customers". As a result, Hispanic Call Centers are committed to providing ongoing, high quality training to all staff.

In many cases, this developmental training usually consists of classes ranging from customer service and professional skills, through to personal life skills. Most centers would agree that a better educated employee means more to both the client and the center objectives.

Hispanic Call Centers believe its Quality obligation is two-fold --- the center is responsible for ensuring both Call Quality, as well as Organizational Quality.

In most centers, Telephone Specialists are monitored a minimum of twice per week by their Team Leader. These monitors lead to developmental feedback being given to the Specialist. The progress of each individual is tracked on a regular basis. If a Specialist is undergoing challenges in meeting Quality expectations, he or she is monitored on a daily basis. If this developmental tool is ineffective, centers will rely on the established probation period to ensure our client’s expectations are met.

In addition to Team Leader monitors, centers also have a Quality Department that monitors calls for the dual purposes of statistical analysis and developmental feedback. The individuals in this department track each operational area’s progress in delivering client specific perfect calls.

Once again, following the high standards developed by Hispanic Call Centers, the expectation is that 90% of all calls are perfect. Most centers will have the additional ability to provide clients remote monitoring at their request.

The guidelines followed by our Quality Department and Team Leaders are usually established in a partnership between you and the center you choose.

Hispanic Call Centers believe in the effectiveness of following the Scorecard-style Management Systems that emphasize the responsibility of each individual in meeting the organizational goals.

In many centers, each employee has a personal scorecard that measures their progress toward personal, team, department and organizational goals. These scorecards are reviewed on a regular basis and development action plans are put in place to assist in overcoming any challenges.

These methods help to ensure that each individual is aware of the expectations placed on them and they become responsible for the ownership of their results.

Hispanic Call Centers also believes in the importance of being a process driven organization. In all centers, processes and procedures are in place to ensure smooth center operation on a daily basis. These processes also assist in contingency planning, disaster recovery and similar events.