Staff Training / Experience

IBN maintains a highly-skilled and educated workforce, subject to ongoing training. With a majority of full-time and fully-benefited employee base, IBN provides program and quality consistency. IBN's extensive training process includes: Fully-equipped learning centers with PCs and telephones online monitoring systems with Internet-based client reporting Industry recognized and certified third-party training programs Onsite customer certified trainers utilizing a combination of learning technologies (lecture, roll-play, video, audio, OHP) Certified programs focus on corporate history, program knowledge, customer interaction, customer challenges, sales and retention. TRAINING The selected candidates undergo a 2-3 weeks of training in following skills and knowledge modules: US Cross Culture Modules: The American Mindset, A brief history of the United States, Business and Economy of the United States, Sports and Monuments in America. Skill Modules: Tele Marketing and Sales, Phone etiquettes, Customer Service, Team Building, Inter personal skills, Accent neutralization. Refresher training for the operation staff is also held regularly after taking a feedback from the respective Team Managers. The training then is specific to that individual and his weak point. Program Specific Training: Before the formal launch of any program, an exhaustive Program Specific training is conducted for effective performance of the program on floor, over and above generic training IBN exercises different strategies for each program. Only on the completion of successful test module, a CSR is allowed to work on a particular program. RECRUITMENT SELECTION: An IBN’ian is selected after rigorous rounds of written tests, group discussion, mock calls and personal interviews. The selection ratio being 1 in 100 applications. The qualities prevalent in each IBNian are: Conversational ability and English grammar Accent, Pronunciation, and Voice modulation Pro-activeness and Self-confidence Responsible and Responsive Alertness, Learning capability and Persistence Tele-etiquettes Dedicated and Hard worker Sensitization to Western culture Pune is internationally recognized as and educational city thereby ensuring a huge pool of educated and talented manpower as well as excellent work environment. HUMAN ASSET: IBN is proud of its human asset, which is the lifeline of its call center. The IBN team comprises of graduates and post-graduates, with experience level ranging from 6 months till 7 years in the customer service/call center industry. CURRENT STATUS OF THE PROJECT: Successful working of end-to-end management of programs. Current technology infrastructure is scalable to accommodate 3 times capacity in 15% additional cost. Link up time in the last 1 month is 99.4%. Currently 60 people are working for different clients. Online reporting system to client is in place. WHAT DIFFERENTIATES IBN? Every thing at IBN is process oriented, not procedural. Processes are defined to achieve the client’s business objective. Speed is the pulse at IBN. Without compromising on any quality aspect, speed of project erection and pace of ramp up is high. Value for money generated by IBN for clients is very high. Being an IT company for the last decade, there is a dynamic use of technology to achieve effectiveness and efficiency for all processes and every aspect on the call center floor is online. IBN personnel are dedicated and hardworking individuals who together work on various projects. Each CSR works diligently in achieving client satisfaction.