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English Human Resources
Regardless of the advances in technology, the main component for the success of the telephone services is still the person, the human factor. Therefore Marktel gives a special importance to the process of selecting candidates, so that the final quality of the service is higher than expected.
Some of the personnel services we provide are:
Personnel Selection
A wide and varied training in the area of humanities turns the team selection into a set of experts in everything that concerns the human capital of a great company. Beyond a quantitative vision of the job, results, products, etc., Marktel Group doesn't forget the wealth provided by the people. This view essentially qualitative, doesn't interfere with our clear customer focus and the achievement of objectives.
The team selection within the deep knowledge of the telemarketing industry, carries out projects for selection, training and hiring of qualified personnel in telephone services adjusting at all times to the profile of the project. We currently have approximately 1,500 employees in our facilities and customers offices, developing many different telephone services: Telephone Banking, Roadside Assistance, Customer Service, Accidents Claim, Telephone Sales, etc. Moreover, we don't focus solely on finding the best call center, but we offer our customers a long experience in the selection of more highly qualified profiles within the area of operations (coordinators, supervisors, department heads, etc).
Due to the strong and growing demand for specialized services provided by the Department of Human Resources, it is necessary to strengthen the technical work that involves the pursuit of a suitable candidate. To do this, and precisely because of the need to seek candidates with a similar profile (telemarketing), it was decided to initiate a study for the implementation of competency-selection processes.
Personnel training
Training is one of the key elements in the management of human resources, allowing us to adapt to change, improve workers' performance, motivation and involvement in the service. Therefore, the HR department of our company has a special training area in customer care in both the knowledge and skills required through our training programs, programs aimed at achieving a long professional training which contributes to productivity growth and to stimulate the initiative of employees.
A long experience in training individuals to develop their task on the job turns our team of trainers into a number of experts dedicated to achieving maximum productivity in each department.
The team within the training area in which the Marktel Group counts on is composed of four highly qualified technicians with experience in training people concerning the skills as well as the product and various applications and CRM. The department's activity doesn't untie itself from the services after the incorporation of people to their positions, but it includes tools for measuring levels of quality and performance evaluation that enable the planning of a continuous training program built on the needs identified. This will initiate actions for improvement through the delivery of courses such as Stress Management, Conflict Resolution, Coaching, Customer Satisfaction, etc...