Poor customer service stems from various sources such as product issues, rigid policies, or impolite service agents, and it has a significant negative impact on your bottom line. With the trend of off-shoring customer service, now many of those unsatisfactory customer service experiences are caused by the poor language skills of service agents.

Learn how to increase the satisfaction level of your customer service department from the stories of leading global companies. These high profile companies have demonstrated high customer satisfaction through effective hiring processes and improved training processes of their service agents. If you own or utilize off-shore call center services, do not miss this opportunity. Your one hour investment can turn your frustrated customers into satisfied customers!

Specifically, you will learn 5 steps to improve customer satisfaction with the right spoken skills screening.

• Identify agent communication problems that affect customers
• Create standardized screening processes
• Find the best screening processes for your company
• Set appropriate cut scores to find the right agent
• Align training to your company's spoken English standards

• Customer Service managers who use off-shore Call Center/BPO services
• Call Center/BPO hiring managers and training managers