Operations: Agent Hiring and Training
Our corporate philosophy provides for a solid commitment to our people and their quality of life. We fully understand that our employees are, and always will be, our most valuable asset and that the best people provide the best customer service. Our low turnover rate is a result of providing our employees with an extraordinary work environment, training and development opportunities, and challenging, interesting work. Our employees are carefully selected for their communication skills, experience, technical ability, and other core competencies that match our clients’ needs.
The difference in our team is apparent from the moment you walk through our doors and hear our agents on the phone.
Customer Service Representatives Qualifications
Over 90% of our representatives are college educated or have college degrees. Some have professional licenses such as dietitians, nurses, or hardware/software certifications.When hiring, we look for the following core competencies:
- Outstanding verbal and written communication skills
- Listening
- Ability to express empathy
- Attention to detail
- Flexibility
- Problem solving
- Multi tasking
- Client specific background requirements and technical skills
The Hiring Process
We are very selective in our hiring process. We believe that taking the time to interview and evaluate candidates minimizes turnover and ensures a good fit for our clients and our internal culture.Our selection process begins with a telephone interview so we can experience the verbal communication skills of the potential employee. If their verbal communication skills are acceptable, the prospective employee is brought into the call center to interview with Human Resources and the Program Manager. We conduct behavioral style interviewing to evaluate how the employees past experiences will predict their future on the job behavior. Applicants are also asked to take a written test to evaluate their written communication and problem solving skills.
The employee is then brought in for a second interview with peers and other managers before being offered employment.
Training
The training process is divided into three categories. They are:- Customer Service Skills Training
The initial training includes customer communications skills and Premiere Response’s 6-step call methodology. This training ensures that all representatives have the tools needed to provide an extraordinary consumer experience. The call methodology includes:- How to open and close the interaction
- Active listening skills
- Problem solving
- Issues resolution
- Handling difficult customers
- Call control
We also provide adverse event reporting and HIPAA training, when appropriate.
- Technology Training
In our technology training classes, our representatives become proficient in using our web based phone and CRM systems. We cover contact documentation, email management, customizing written communications, and other CRM features.
Our team leaders and managers also learn how to use our reporting tools and other internal management tools.
- Client Specific Training
The Program Manager meets with a new client for “immersion training” so that they fully understand the company culture and goals. We prefer that the client participate in the training sessions with our representatives, however, we can also train-the-trainer at your facility. Our representatives are trained on your products and services, processes and technology. They become subject matter experts so they are a true extension and representation of your company and its products.