Call center management is an inherently people-focused business.  The goal of every program—whether sales, service, or support—is to forge positive customer relationships on behalf of our clients.  In doing so, our agents are the single most important factor in delivering quality and results.

 

Anyone who has dealt with a rude telemarketer or a customer service representative who couldn’t identify Chicago on a map knows how much damage can be done to a company’s reputation in one interaction.  On the other hand, an agent with presence, personality, and professionalism can improve the brand experience in a few short minutes.

 

With our unique call center location in Monterrey, Mexico, Global Telesourcing has access to one of the most highly qualified workforce pools available worldwide.  Consider the attributes of our agents:

• 100% speak fluent English with little or no accent.
• 95% have previous call center experience.
• 76% have lived in the United States for more than a year.

Unlike other offshore providers that try to acquaint agents with U.S. expectations and culture in a brief orientation session, Global Telesourcing utilizes agents who already have a great affinity for the U.S. market because most of them have lived there.  Even while residing in Monterrey, they vacation in the U.S., shop in the U.S., and watch U.S. television.  That engenders a level of knowledge and understanding not available elsewhere.

 

As an owner-operated company, we are able to leverage the talent of these agents to a degree the competition can’t match.  By maintaining a lean management structure, we direct a substantial portion of our investment where it will have the greatest impact on our programs—to our people.

 

Global Telesourcing’s substantially higher, compensation architecture and collegial work environment results in tremendous market “pull” that generates a large volume of employee applications.  As a result, we are able to focus resources not on attracting talent, but on selecting the best talent available to be part of our team.