TRAINING is absolutely critical to the outcome of every call.
A poorly trained agent is worse than not answering the phone at all. We understand this wholeheartedly and maintain quality of agent by:
» Highly Selective Hiring Process. We are extremely selective in our hiring process and typically hire 1 out of 10-15 candidates.
» LMS-Based Training and Certification. Before any agent takes calls for a client they must have been through specific client-based training and have passed a client certification test.
» Nesting.Upon core system certification agents are assigned to a nesting bay.
» Monitoring and QA Assessment. Our Monitoring and QA teams assess agents daily based on a proprietary scorecard that includes 1) required service delivery, 2) Soft skills and 3) Wow factors. Agent scores drive their compensation.
» Ongoing Training and Client Services. Our client services team makes sure to touch each client at least once a week to ensure our agents have the most up-to-date information.