How We Work

We believe comprehensive training is critical to achieve customer satisfaction, increase investment returns and productivity.

With changing customer requirements and technology, training at 24/7 CCS is an ongoing process.

Our team undergoes rigorous training at our modern training centre with the latest tools, technologies and methods.

Training Methods

We train our agents to efficiently track customer service requests and immediately route customer queries based on their training and expertise.
 
On site Training

Our training supervisor from the Netherlands assesses the progress of all of our agents with regular performance appraisals.

Training topics include:

• in-depth product knowledge
• the importance of customer service
• communication skills
• leadership skills
• team building
• resolving customer issues
• business writing
• creating standard responses
• developing presentation skills
• regular assessments
• individual feedback
• interactive refresh sessions

Quality Assurance Methods

Our Agent Supervisor constantly monitors the agents' performance providing on the floor support while agents are answering real time customer queries.

Quality Assurance
24/7 CCS Quality Assurance Team ensures that every agent delivers quality service at every customer contact.
We have a quality monitoring process that utilises formal instruments of measurement. This process establishes exceptional quality levels and tracks the agents' performance based on the following criteria:

• courtesy
• communication
• call control skills
• product or service knowledge
• overall professional conduct and performance