Hiring Process

Our Hiring Process

The iLeads recruiting team does a minimum 4-level screening process which helps us filter and select the Best Possible Candidates in the city of Dehradun and 4 more neighboring urban areas with a medium to high population density. It also helps that Dehradun is known as the City of Education with over 200 Colleges & Educational Institutions surrounding us and giving us a very large workforce pool.

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Screening Round

Based on the process, we perform a general screening that includes an interview round as per the job description matrix.

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Aptitude Round

Ability tests such as General Aptitude Tests, Standardized English Tests (if required), Communications Skill Test, and Typing Speed Test (if required).

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Voice/Non Voice Round

MTI check (if required) and Communication Skills Check through one on one Interview and answering questions from our specially curated interview checklist.

Operations Round

Final assessment by the operations team.

Training

We have a dedicated training department that helps in the preparation & progression of each of our newly hired employees & also helps in recognizing & retraining those who require refresher sessions.

1

Voice, Accent & Soft Skills (if required)

Training to improve communication & customer interaction skills, including accent neutralization & soft skills for engagement & conflict resolution.

2

Product & Process

Training on iLeads’s offerings & operational processes, focusing on understanding the client’s needs, troubleshooting & using the tools effectively.

3

Assessments & Certifications

Regular evaluation of associates’ product knowledge, process understanding & customer service skills, leading to certifications for performance recognition.

4

On the Job Training (OJT)

Hands-on training allows the associates to apply learning in real life scenarios, including, shadowing independent query handling, and instant feedback.

WMMIS - Workforce Management & Management Information System

Optimizing staffing for better efficiency and providing data for informed decisions.

Relevant Report Publishing

Relevant Report Publishing

Publishing the reports timely, pertaining to our operations & performance, such as, productivity reports, quality metrics, and customer satisfaction scores.

Tracking Inflow & Outflow Trend

Tracking Inflow & Outflow Trend

Monitoring the trends in the number of the incoming & outgoing customer interactions to identify patterns and make staff adjustments accordingly.

Agent Performance Report

Agent Performance Report

Providing detailed analysis of individual agent performance, including metrics like call resolution time, customer satisfaction scores and adherence to scripts/ protocols.

Centralized Attendance Tracking

Centralized Attendance Tracking

Managing & monitoring the associate attendance in a centralized system ensuring accurate record keeping and compliance with company policies.

Shrinkage & Attrition Tracking

Shrinkage & Attrition Tracking

Monitoring and analyzing employee shrinkage (time spent on non-work activities) and attrition (employee turnover) to identify causes and implement retention strategies.

Daily Productivity Tracking

Daily Productivity Tracking

Tracking & analyzing daily productivity metrics, such as, call volume handled, average call handling time, and task completion rates.

Real Time Monitoring

Real Time Monitoring

Monitoring the on-going operations in real time to ensure smooth workflow, identify issues as they arise, and take immediate corrective actions.

Our Competence

Mentioned below is our range of specializations & expertise that enables us to deliver our services effectively.

Dip Check

Dip Check

Regular assessments to identify any sudden dips or decline in the performance or quality.

Daily Detractor

Daily Detractor

Monitoring & addressing daily issues or complaints from the customers that can detract from the overall customer satisfaction.

Standardized Call Audit Marking Scheme

Standardized Call Audit Marking Scheme

A set criteria for evaluating the score & quality of the customer calls constantly.

RCA (Root Cause Analysis)

RCA (Root Cause Analysis)

Investigating & addressing the underlying causes of issues or problems to prevent reoccurrence.

Tracking Parameters

Tracking Parameters

Specific parameters or metrics to measure & access the performance quality.

Call Quality Trends

Call Quality Trends

Monitoring the overall trend in the call quality over time to identify the improvements & declines.

Operations

Our operations run round the clock to ensure constant support & service availability.

KPI

Following KPI’s At Agent As Well As LOB Level

Key Performance Index (KPI) tracked at both, agents & LOB (Life of Business) levels to monitor & improve performance.

Team Member Specifications

Team Member Specifications

Our team members are carefully selected based on specific criteria to ensure they meet the required standards & skill sets.

Various Languages Support Facilities Available

Various Language Support Facilities Available

We offer support in various languages to cater to the needs of the customers.

Customized Hours of Operations

Customized Hours of Operation

We provide flexible hours of operation to meet the unique requirements of our clients.

Customized Dialer Offering

Customized Dialer Offering

Our dialer system can be customized to suit the needs of our clients.

Dedicated as well as Shared Staff

Dedicated as well as Shared Staff

We provide both, dedicated & shared staff to cater to the requirements of our clients.

Uttarakhand

Head Office

Commercial Complex, Behind Kailash Tower, E.C Road, Dehradun, Uttarakhand

Branch 2 :

3rd Floor, HM Tower, New Road, Opp MKP College, Dehradun, Uttarakhand

Branch 3 :

1st Floor, Tata Oberai Motors, Opp - Doon Business Park, Transport Nagar, Dehradun, Uttarakhand

Haryana

Gurugram

Building Plot 31A, Sector-18, Udhyog Vihar, Gurugram, Haryana – 122002


Plot No.- 698, Phase- 5, Woxa Tower, Udhyog Vihar, Gurugram, Haryana – 122002

Rohtak :

Sila Bypass, Sonipat Road, Meghna Complex, Second Floor, Office No. 7, Rohtak-124001, Haryana.

Panipat :

Sila Bypass, Sonipat Road, Meghna Complex, Second Floor, Office No.- 7, Panipat- 124001, Haryana.

Ambala :

iLeads OFFICE4313/1 Science Market, near BD School, above Aim Electronic and Scientific, Ambala- 133001, Haryana

Uttar Pradesh

Muradabad :

Mandi Samiti Road near Hanuman Temple, Delhi Road, Moradabad- 244001.

Noida :

2nd Floor, A-11, Sector 16, Noida, Uttar Pradesh - 201301

Rajasthan

Bhilwara :

G-19, Shree Nath Tower, near Gangapur Choraya, Bhilwara- 311001, Rajasthan.

Bengaluru

Maruthi Chambers, Ground Floor, Silk Board Junction, Bommanahalli, Bengaluru, Karnataka

Kerala

Maruthi Chambers, Ground Floor, Silk Board Junction, Bommanahalli, Bengaluru, Karnataka