Hiring Process
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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.
Based on the process, we perform a general screening that includes an interview round as per the job description matrix.
Ability tests such as General Aptitude Tests, Standardized English Tests (if required), Communications Skill Test, and Typing Speed Test (if required).
MTI check (if required) and Communication Skills Check through one on one Interview and answering questions from our specially curated interview checklist.
Final assessment by the operations team.
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.
Training to improve communication & customer interaction skills, including accent neutralization & soft skills for engagement & conflict resolution.
Training on iLeads’s offerings & operational processes, focusing on understanding the client’s needs, troubleshooting & using the tools effectively.
Regular evaluation of associates’ product knowledge, process understanding & customer service skills, leading to certifications for performance recognition.
Hands-on training allows the associates to apply learning in real life scenarios, including, shadowing independent query handling, and instant feedback.
Optimizing staffing for better efficiency and providing data for informed decisions.
Publishing the reports timely, pertaining to our operations & performance, such as, productivity reports, quality metrics, and customer satisfaction scores.
Monitoring the trends in the number of the incoming & outgoing customer interactions to identify patterns and make staff adjustments accordingly.
Providing detailed analysis of individual agent performance, including metrics like call resolution time, customer satisfaction scores and adherence to scripts/ protocols.
Managing & monitoring the associate attendance in a centralized system ensuring accurate record keeping and compliance with company policies.
Monitoring and analyzing employee shrinkage (time spent on non-work activities) and attrition (employee turnover) to identify causes and implement retention strategies.
Tracking & analyzing daily productivity metrics, such as, call volume handled, average call handling time, and task completion rates.
Monitoring the on-going operations in real time to ensure smooth workflow, identify issues as they arise, and take immediate corrective actions.
Mentioned below is our range of specializations & expertise that enables us to deliver our services effectively.
Regular assessments to identify any sudden dips or decline in the performance or quality.
Monitoring & addressing daily issues or complaints from the customers that can detract from the overall customer satisfaction.
A set criteria for evaluating the score & quality of the customer calls constantly.
Investigating & addressing the underlying causes of issues or problems to prevent reoccurrence.
Specific parameters or metrics to measure & access the performance quality.
Monitoring the overall trend in the call quality over time to identify the improvements & declines.
Our operations run round the clock to ensure constant support & service availability.
Key Performance Index (KPI) tracked at both, agents & LOB (Life of Business) levels to monitor & improve performance.
Our team members are carefully selected based on specific criteria to ensure they meet the required standards & skill sets.
We offer support in various languages to cater to the needs of the customers.
We provide flexible hours of operation to meet the unique requirements of our clients.
Our dialer system can be customized to suit the needs of our clients.
We provide both, dedicated & shared staff to cater to the requirements of our clients.
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