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Our Practices

Our Hiring Process

Screening Round

Screening Round

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

Aptitude Round

Aptitude Round

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

Voice/Non Voice Round

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

Operations Round

Final assessment by the operations team.

iLeads Training

TRAINING

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

1

Voice, Accent & Soft Skills (if required)

2

Product & Process

3

Assessments & Certifications

4

On the Job Training

Workforce Management & Management Information System

Relevant Report Publishing

Relevant Report Publishing

Tracking Inflow & Outflow Trend

Tracking Inflow & Outflow Trend

Agent Performance Report

Agent Performance Report

Centralized Attendance Tracking

Centralized Attendance Tracking

Shrinkage & Attrition Tracking

Shrinkage & Attrition Tracking

Daily Productivity Tracking

Daily Productivity Tracking

Real Time Monitoring

Real Time Monitoring

iLeads Competence

Our Competence

Dip Check

Dip Check

Daily Detractor

Daily Detractor

Standardized Call Audit Marking Scheme

Standardized Call Audit Marking Scheme

RCA

RCA

Tracking Parameters

Tracking Parameters

Call Quality Trend

Call Quality Trend

Operations

Following KPI’s At Agent As Well As LOB Level

Following KPI’s At Agent As Well As LOB Level

Team Member Specifications

Team Member Specifications

Various Languages Support Facilities Available

Various Languages Support Facilities Available

Customized Hours Of Operation

Customized Hours Of Operation

Customized Dialer Offering

Customized Dialer Offering

Dedicated As Well As Shared Staff

Dedicated As Well As Shared Staff