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Call centre in Tunisia: training and following up your agents

Published on 2026-11-11

Call centre in Tunisia: how to train agents, adapt scripts per client and follow quality with HARX's Contact Centre Multi-clients offer.

Tunisia among the outsourcing countries covered

Tunisia is one of the outsourcing countries cited for HARX Telephony's Contact Centre Multi-clients offer, alongside France, Morocco and Senegal. For a centre based there, or a company entrusting campaigns to it, the central question is the same as anywhere: how do you guarantee a consistent standard of conversation?

The answer lies first in agent training and follow-up, which we address here without asserting anything about the local context.

Why training makes the difference

• An agent who barely knows the end client's offer hesitates, repeats themselves and reassures little.
• Overly rigid scripts sound artificial; too loose, they produce inconsistent answers.
• Without regular feedback, bad habits set in quickly.
• Serving several clients demands the ability to change register from one campaign to another.
• Newcomers need a gradual build-up of skills, not an immediate go-live.

How Contact Centre Multi-clients supports this work

The offer is addressed to European and American call centres and those based in outsourcing countries. Agents can be on the floor or remote, which lets you combine on-site teams and home workers, and one centre can serve several clients.

The centre has inbound and outbound calling, suitable numbers and an AI that assists agents during conversations. With a monthly subscription and prepaid minutes and AI, you can start a campaign and adjust afterwards according to results.

Good practices for training and follow-up

• Build an onboarding path: discovering the client, listening to sample calls, role plays, then a first supervised stretch on the line.
• Offer conversation outlines rather than texts to read word for word.
• Give short, frequent feedback focused on one or two points to improve.
• Share the phrasings that work well between agents.
• Document the unexpected questions from end clients and enrich the answer base.
• Inform teams of the rules on personal data and telephone prospecting.

Investing in agents' skills is the surest way to build lasting quality. HARX's Contact Centre Multi-clients supplies the telephone infrastructure; excellent service is built day to day by management. A short weekly review of two or three calls per agent is often enough to keep standards moving in the right direction.

It is also worth planning how knowledge is refreshed: a brief note whenever the client changes something, and a short quiz or role play from time to time, keep skills sharp without turning training into a burden.

Frequently asked questions

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