In order for Rewardsco Contact Centres to provide the best suited candidates for our clients, the recruitment of staff must be supported by robust processes. A critical step in this is clearly defining the role and purpose of the agent, and other staffing, required to deliver to meet the client’s expectations.
Rewardsco Contact Centres works together with our clients to assess the role requirements and develop an agent profile. This profile is then fine tuned throughout the client engagement based on experience and outputs to provide overall better results, and reduce the take on time of new agents.
At a high level the Rewardsco Contact Centres’ recruitment process is as follows:
Rewardsco Contact Centres uses various methods and channels in order to attract the most suitable candidates
for our clients. These include:
- word-of-mouth referrals
- networking
- advertising across different media types
- RCC reputation in the industry.
Further to this, Rewardsco Contact Centres uses several staffing solution providers in the industry to ensure that “experienced” agents are attracted to the business through that medium.
Rewardsco Contact Centres maintains an extensive database of potential new candidates on an ongoing basis.
The process through which candidates are put in order to obtain the correct profile is as follows:
- The first filter adopted is the cv screening process. CV’s are analysed for compliance to the minimum requirements specification for the role.
- The successful candidates will then undergo various numeracy, accuracy, computer and literacy tests to assess both written and verbal skills.
- Upon successful completion of the assessments, he/she will be contacted telephonically and undergo a telephonic interview, during which time the agents’ early telephonic skills are rated.
- Thereafter agents are invited in for a group presentation that covers the high level aspects of the role. It is as important for the agent to interview the organisation as it is for Rewardsco Contact Centre to interview them. Cultural alignment and fit is critical.
- Candidates then undergo a competency based face to face interview where the right “attitude” is as important as “aptitude”.
- Thereafter Rewardsco Contact Centres conducts reference and integrity checks. Agents are further assessed during the induction and training programs and only on successful assessment and completion of a training program will an agent be offered a position.
