We employ scientific methods to evaluate our employees and partners' agents.

Step 1: Questionnaire
We ask all our employees and partners' agents to fill out a questionnaire. Questionnaires differ according to the profile we are looking for; Outbound agent/Inbound agent/ Supervisor/ Coach/ Quality Assurance supervisor, etc.

This questionnaire is an aptitude test; a scientific tool designed to assess human potential for numerous applications.

Since 80% of an individual's professional success depends on his or her personal skills, it is essential to assess more than the individual's educational and work experience. Our testing therefore assesses personality, behavior, and environmental factors (e.g. health and wellness).

To properly appraise an employee, their interaction style, technical orientation, entrepreneurship, motivation and leadership must be closely analyzed. Our analysis is followed up with recommendations to conduct face-to-face interviews, designing appropriate integration plans or adapting training programs.

Step 2: Face-to-face interview:
The interview focuses on learning more about each candidate:

• Skills, abilities, and backgrounds;
• Techniques and approaches;
• Conflict resolution skills;
• Salesmanship;
• Expectations;
• The qualities they think a good sales agent should have;
• Personal goals and ambitions;

During group interview exercises, interviewers might closely observe, eavesdrop, ask and elicit questions, take notes, and maybe even interject a twist or two. The skills measured during these exercises include: Interpersonal, persuasion, communication, teamwork, leadership, organization, stress management, improvisation and planning.

Step 3: Task assignment:

Outbound agents:

• Attitude: Polite, professional, confident, reassuring, convincing, patient. inquisitive, energetic, enthusiastic, excellent listening skills;
• Language/communication: Clear in speaking and pronunciation, having good rhythm and tone, little or no accent;
• Technique: Ability to ad-lib or perform with minimal scripting, challenge the customer with rebuttals, look for creativity when closing (be polite and grateful), persistent, friendly, assumptive closing;
• Basic Criteria: Know the dynamics of the call center industry, know how to handle customers and close sales (sales agents should have adequate sales experience - minimum of 6 months), must have excellent keyboard skills.

Inbound agents:

• Attitude: Polite, professional, confident, reassuring, patient, understanding, excellent listening skills;
• Language/communication: Clear in speaking and pronunciation, haing good rhythm and tone, little or no accent;
• Technique: Look for creativity when closing (be polite and grateful), friendly, focus on customer benefit and any other factors that are useful in their file;
• Basic Criteria: Preferably mature candidates, minimum of 6 months of customer service/sales experience (depending on the campaign), know the dynamics of the call center industry, knows how to handle customers and close sales, must be familiar with site navigation, must have excellent keyboard skills.