Program Tiers

Brick-and-Mortar Contact Centers

Grading based on average qualifications, experience, skillsets, PC specs and internet bandwidth

Tier 1

  • • Revenues > USD5 mil
  • • Agent seats > 500
  • • Average years of experience: 2
  • • Highest agent qualification: Degree
  • • Min multi-language: 3
  • • Min average PC specifications: Core 2 Duo
  • • Internet bandwidth redundancies: 3

Tier 2

  • • Revenues USD1-5 mil
  • • Agent seats between 100 - 500
  • • Average years of experience: 2
  • • Highest agent qualification: Degree
  • • Min multi-language: 2
  • • Min average PC specifications: Core 2 Duo
  • • Internet bandwidth redundancies: 2

Tier 3

  • • Revenues < USD1 mil
  • • Agent seats < 100
  • • Average years of experience: 1
  • • Highest agent qualification: Diploma
  • • Min multi-language: 1
  • • Min average PC specifications: Pentium 4
  • • Internet bandwidth redundancies: 1

Insourced Agents

Grading based on average qualifications, experience, skillsets

Tier 1 Agent

  • • Years of experience: 3
  • • Highest qualification: Degree
  • • Min languages: 3

Tier 2 Agent

  • • Years of experience: 2
  • • Highest qualification: Degree
  • • Min languages: 2

Tier 3 Agent

  • • Years of experience: 21
  • • Highest qualification: Diploma
  • • Min languages: 1

Work-at-home-agents

Grading based on average qualifications, experience, skillsets, PC specs and internet bandwidth

Tier 1 WAHA

  • • Degree
  • • Industry Experience: 3 years
  • • Min languages: 3
  • • PC specifications: Core 2 Duo
  • • Internet bandwidth min 10Mbps

Tier 2 WAHA

  • • Degree
  • • Industry Experience: 2 years
  • • Min languages: 2
  • • PC specifications: Core 2 Duo
  • • Internet bandwidth min 5Mbps

Tier 3 WAHA

  • • Degree
  • • Industry Experience: 1 years
  • • Min languages: 1
  • • PC specifications: Pentium 4
  • • Internet bandwidth min 5Mbps

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