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Multienlace S.A. has the best human resources trained in subjects such as customer service and marketing relationships with the knowledge and profile required by each client. In our company, the people who answer the phones are more than just Agents - their responsibilities go beyond. Thus, they receive the name of Customers Services Representive (CSR).
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The hiring process at MULTIENLACE S.A. has been developed to satisfy the needs and requirements of the Contact Center business. Therefore, each position profile has been defined based on the competences and its description, considering the challenges, responsibilities, and the critical incidents of success.
In each profile, the basic requirements of knowledge, abilities, and experience needed for good service and performance are defined. We have Specialized Agent profiles for Customer Service, Telesales, and Collections Staff.
MULTIENLACE has a CV database classified according to each profile. In the event there are not enough CVs that can satisfy the personal requirements, other recruitment sources are used, including universities, referrals, other higher education institutions, and those that arrived through the postal services as a result of the ads in local newspapers.
We have a structured recruitment process:
• Alpha software, specially adapted for large scale Agent selection at Call Centers
• Pre-hire skills testing
• In-depth interviews with references verification
• Home visits, together with financial and background checks
• Competence evaluation for selecting Customer Service, Tele-Sales and Payment Collection staff
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Based on our quality, productivity and competitive culture, Multienlace S.A. has been trying to fortify the human resources knowledge needed to undertake higher performance levels. Therefore, the competencies project has been defined in our strategic plan as a fundamental point for developing our employees.
The majority of our training programs are developed in conjunction with our clients. All relevant material is gathered from our clients, including histories, background, program goals and objectives, product knowledge, scripts, QA requirements, confirmations, questions and answers regarding possible objections and product samples. Once a clear understanding of each element of the program is achieved with client approval, this becomes the basis of the training package.
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We have a complete and modern Contact Center Training Center , with training rooms fully equipped with the necessary audiovisual aids, in an appropriate atmosphere for the training and learning process.
There, we conduct continuous programs, training and education for all of our personnel. During all of these training processes, the employee is evaluated in order to determine the acquired level of knowledge and ability, seeking always to obtain the best results.
Additionally, we have trainers specialized in Contact Center concepts, tools, products and services of each of our clients, who are constantly tracking the personnel's training needs through personalized follow-up.
We also carry out ongoing follow-up of each Agent's performance and through monitoring and knowledge assessment as well as permanent feedback given by each Supervisor.
We are the only company in the marketplace that has identified and assessed the skills needed for the personnel to reach high performance levels, according to international standards and to the service offered to the client.
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