Step 1

Setting Expectations

Before our agents handle their first chat, call, or email, we work with our clients to set the right expectations and parameters for the team. During the onboarding call with HR and Operations, we will jointly determine: agent requirements and profile, desired service levels (SLAs), required key performance indicators (KPIs), reporting frequency, and escalation protocols. All of this is done to sync expectations from top to bottom, from customer to agent.

Step 2

Finding Talent

Once we finalize the project details, we create an agent profile. Based on the hard and soft skills required, we look for the right agent with the right skills in the right region. We have in-house resources built up over the years, and we also work with global and local digital job fairs, recruitment platforms, and recruitment agencies.

All agents go through an online screening process and face-to-face (video) interviews with our recruiters and project managers.

Step 3

Training

Our motto is: Hire for attitude, train for skills!

Quiz is organized with agents regularly during their employment. This is to ensure that agents remain "sharp", update their procedural knowledge and retrain their soft and hard skills when needed.

Step 4

Onsite

The team leader, project manager, trainer and quality control manager will work closely with you during the first 3 months of handling contacts. We will check the agents and adapt our internal processes to guarantee good quality.

The project manager will agree with you on all necessary reports and schedule weekly/monthly meetings to improve our service.

The team leader will follow our internal new employee onboarding process and make sure they have all the necessary tools to provide the best quality.

The trainer will be present during the training and create additional handouts and FAQs for our agents.

The quality control manager will evaluate the first chat/email/call and conduct coaching sessions with the agents.