OUR TEAM

SELECTION AND TRAINING OF OUR AGENTS

Our people go through a meticulous process from simple capability assessment through face to face interviews with Team Leaders, Account Managers and Top Management.
  • Capabilities Assessment
  • Typing Test for Speed
  • Typing Test for Quality of text
  • Language assessment
  • Psychometric Tests
  • Personality Tests
  • Face to Face Interviews
  • Interview with HR department
  • Interview with Direct Manager
  • Interview with Top Management
  • Basic Training
  • Company Philosophy
  • Company Structure
  • Basic Customer Service Training
  • Business Etiquette
  • Do’s & Don’t
  • Intermediate Training
  • Campaign /Project Objectives
  • Program Design
  • Client Expectations
  • Advanced Training
  • The objective of this stage is to ensure the best quality of calls since the very early stages of activity from the New Agent.
  • Team leader and Call Centre Supervisor will sit 1 on 1 on real time calls to assure 100% of supervision during and provide active guidance to meet the company expectations.
  • Agent Goes Live
  • Once all these steps had been approved by Call Centre Manager and we feel comfortable with the quality of the work of the new Associate we will then allow the New Agent to conduct calls on its own while the Call Center Management continuously supervise to offer the best quality across all calls.

Team Structure

Our team is designed based on our client and specific program needs

We believe in:

  • Flexible approaches to meet different program needs
  • Designing teams to be functional according to specific objectives
  • Maintaining a high degree of quality consistently

Leadership

Carlos Escudero is the founder and Chief Executive Officer of The Yellowstone Group. He founded YSG in 2014 as part of his commitment with the Region to improve the Quality of Customer Services in the UAE and the Greater Middle East Region.

He began his career in Mexico City as a Market Research Professional in Nielsen where he held different positions in the Science Measurement Department and Consumer Research. Carlos continued his Career at Ipsos Mexico where he later transferred to the Dubai office focusing in Customer Satisfaction and Loyalty Research and Consulting.

Carlos has worked with Accounts for the major players of the CPG/FMCG categories including P&G Unilever, Colgate-Palmolive within the LatAm and in the Service Industry in the Middle East Region.

Carlos holds a Bachelor Degree in Marketing with a specialization in Statistical Analysis from the Institute of Technology and Higher Education in Monterrey, Mexico.

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