Bilingual Agent for Contact Center training by INFOTEP

01 Marzo 2018

The National Institute of Technical-Professional Training (INFOTEP by its initials in Spanish) initiated a training plan for Bilingual Officer for Contact Center, being United Nearshore Operations (UNO) chosen as one of the key Call Centers to develop this course in its pilot phase.

To begin a total of 37 young representatives are being trained in different study schedules, divided into three groups. This to ease the preparation process, to give better follow up to the learning process of each student and allow them to choose the group with the most convenient schedule according to their responsibilities. This course meets the high demand for bilingual resources in the Contact Center industry, allowing interested agents to continue their development for free and achieve better positions in their workplace, which translates into an improvement in their incomes.

The director of INFOTEP, Rafael Ovalles, informed that the project is the product of an agreement of the institution with the Dominican Association of Free Zones (ADOZONA) and the Cluster for Call Centers & BPO (Outsourcing of Business Processes), institutions of which UNO has been part of for several years.

The program contains seven modules based on Call Centers, with the purpose of covering and developing all necessary areas in the students. The modules include: Human Formation, English Level I and English Level II, Advanced Conversation, Customer Service, Applied Computing Management and Transcripts.

The main mission that is sought through the training plan in Bilingual Officer for Contact Center is to improve the quality offered by the sector, allowing the Call Centers cluster of the Dominican Republic to be more competitive, and to increase the productivity as well.