Availacall is breaking new territory in Malta, opening up the first commercial contact centre. A number of our agents have prior experience through work within the Government centre, but clearly we have had to employ many staff without this knowledge.
This means that our interview and training regimes are thorough and tough. Even after intensive induction over 3 days, we typically offer full agent positions to only 55% of our staff; others go forward for rigorous individual coaching or to support positions. Judgements are made on the basis of skills demonstrated and knowledge recalled, English skills, oral communication skills, personality, team focus, enthusiasm and leadership.
Our people are educated to at least A-level standard, and many have university degrees. A number are combining part-time work with university study or family responsibilities. Previous employment experience of the majority of agents has been in call services, sales, and customer services.
We know that our staff is our most valuable resource: our people are cherished. Availacall’s approach is demonstrated clearly by our adherence to the Basic Employee Rights agreement. This forms part of the Call Centre Minimum Standards Code of Practice, and covers resources, training, salaries and working conditions, union activity, and so on.
Their quality as call agents is demonstrated by the Mission Statement that they have agreed themselves:
“To professionally meet the requirements of each client by putting Availacall’s resources to the best possible use, whilst adding a personal touch that makes each call unique and exceptional” |
