Core Processes

Recruitment

Web Interview, Voice Auditioning, Online Quizzes, Product Affinity Matching, Employment Contract

On-boarding

Initial Training, Script Familiarization, Role Play, Accent Neutralization

Mentoring and Training

Peer Mentoring and On-the-job-training. Watch Senior perform, then perform to Senior.

Mobilization

Alerts and notifications, Virtual Contact Center telephony and CRM systems, shift planning, shift swap, leave management

Supervision

Biometric clocking, GPS and Geolocation Tracking, Real-time Supervisory Panel

Measurement

Agent Ranking, Agent to Peer/Contact Center Benchmarking, Utilization and Occupancy. Combines quantitative and qualitative measurements

Community

Online and Face-to-face Events

Certification

Various Levels of Certification from Accreditted Bodies

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