Customer Speak prides itself on hiring the highest qualified, self-motivated and most professional staff possible. Realizing that our employees' work ethic, performance and professionalism directly affect the relationship between our clients and their customers, we go to great lengths to provide the best training and work environment imaginable.
Our recruiters are trained to identify candidates who communicate clearly and are able to handle questions confidently. Candidates must be able to display the ability to learn quickly and the flexibility to adapt to dynamically changing circumstances.
All new hires are trained in the areas of Data Collection, Telephone Techniques, CATI System, Specific Interviewing Techniques and Live Interviewing. Once training is completed, the new employees are then “nested” for a minimum of seven days before assigned to the phone center. This initial training and nesting helps ensure that new employees have the proven capability to perform within our strict job requirements.
To ensure our high expectations of employee performance are maintained, we monitor calls on a consistent basis. Customer Speak's Quality Assurance Department monitors each interviewer a minimum of eight times per month, while new interviewers are monitored up to 15 times per month. The majority of employee salary increases are based on these QC scores (also professionalism).
As a result of our training processes and Quality Assurance measures we pride ourselves on having a professional, knowledgeable and motivated staff who understands the importance of each customer interaction.