Quality Standards and Process
Processes at I2C are generally of the size of 10-50 representatives.
Each team of 10-15 is guided by a team leader and monitored by a
Quality executive and Senior Manager. All employees undergo a rigorous
6-week training with 4 stages of assessments. The training includes
in-class training (Accent Neutralization, Grammar Correction, Customer
Service, Sales skills) and live on the job training before they
are initiated to the floor.
Once on the floor all reps are monitored by quality executives while
they are live on the floor. Recordings of calls made and received
are archived with the company. Clients are also given a toll-free
number to dial in to listen to calls live.
Through a combination of strict disciplinary policies, constant
monitoring and feedback, and call recording and tracing, I2C is
able to offer your business quality services at international standards.