Call center justifies termination of call agent trainees
Agcaoili
An official of TeleTech, a call center company, yesterday clarified issues regarding the termination of its ten call agent trainees.
TeleTech Site Director Nicki Agcaoili said the call agent trainees were terminated after they failed to meet the standards set forth by the company.
Agcaoili said the trainees failed in the conversational English assessment made by the company for the span of five days. The company decided to get rid of the trainees and bar them from continuing the 25-day training period for product promotion.
The ten trainees recently went to a radio station to air their gripes against the company. They dissented the action of the company as they have yet to finish the six months probationary period.
Agcaoili explained that it is stipulated in the contract signed between the company and the trainees that the company has the option to cut short their training period once they fail even in the first phase of the training in conversational English. Each detail of the contract is discussed to them by the Human Resource Department. The company is also particular in computer literacy ability of the trainees prior to their admittance in the company, he said.
In Iloilo City, TeleTech recently opened its center at SM City. They have already hired 219 call agents. They have a target of 746 workers at present. It plans to expand the number of workers to a thousand. TeleTech is one of the largest and most geographically diverse global providers of Business Process Outsourcing (BPO) solutions. The company is in designing, implementing and managing critical business processes for 25 years.
The company conducts series of assessment among their call agents for them to deliver high quality of service to their customers. . The assessment is done periodically to check on the performance of the trainees before they finally admitted as regular call agent employees, said Agcaoili.
Nevertheless, the company is exerting effort to meet with the terminated trainees to discuss the policy of the TeleTech though it was already discussed to them prior to the signing of contract, said Agcaoili.
In yesterday's press conference, Agcaoili said they are continuously hiring employees that could meet the standards for a call agent in order for them to deliver a high quality service to their customers all over the world.