SKILLED PEOPLE
ETISAL International employs highly skilled college graduates, experienced
and dedicated professionals in the Contact Center industry who
are selected according to multiple stages of cross-functional
interviewing and assessment (IQ, computer skills, typing skills
and language skills) ensuring proper utilization of various
experiences and skill sets in each and every industry we serve.
LANGUAGE SKILLS
Because the education system in Egypt provides a labor pool with multilingual capabilities in different languages, we currently support our voice and non-voice services covering the six continents from our global delivery centers with high focus on English, French, German, Spanish, Italian, and Arabic. ETISAL International supports other languages
TRAINING
Through a team of dedicated trainers &
instructors, ETISAL International Training Centers
develop and conduct training tracks to all our
agents and employees for each project separately.
This enables the agents to have a full comprehensive
view of the projects and to professionally
represent the client through their calls. Training
continuously covers soft skills, cultural training,
product knowledge, process orientation and
technology usage.
QUALITY ASSURANCE
Managing any kind of customer operation such as
a Contact Center, VMO or BPO requires great effort.
The organization objective should be met while
proviing superior service often with a small budget.
To ensure quality of our services,our Quality Control
function monitors all calls to ensure quality of
services.
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SCALABILITY
ETISAL International has ongoing capabilities to
scale up its contact center operations to
accommodate current and future needs of its clients.
This is driven from our principles of "flexibility"
to ensure seasonal and organic growth of our
operations to suit various business needs and
expansions.
TECHNOLOGY
ETISAL International operation is based on the
next generation of CISCO contact center solutions &
technology. With consistent provision of ACD, IVR,
Quality Monitoring, Recording, Dialers, Multimedia
transactions and open architecture for integration
and interfacing; ETISAL International operations is
a full redundant setup of PBXs, connectivity,
Internet and redundant facilities...
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PROCESSES
ETISAL International applies a consistent
implementation methodology as a standard process for
launching new projects and for the on going
change-management of existing projects, in addition
to projects expansion. Such methodology is a journey
on its own; starting from project definition &
planning, process assessment, knowledge transfer,
transition, site readiness and ending with the
project launch. Moreover; ETISAL International
consistently develops, executes and measures the
performance of more than 120 different
processes/approaches within 14 different functions.
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