Recruitment & Retention

24-7 Intouch practices high performance, allowing all employees to work in a system that thrives on their decision making and contributions. Our frontline staff is supported by an environment of proven processes and advanced technology, empowering them to provide the highest level of customer service and support. 24-7 Intouch uses extensive hiring and training processes to ensure the right people are employed who can excel in this high performance culture.

Recruitment

24-7 Intouch employs a rigorous selection process for all employees. The first interview is by phone where applicants are initially judged on communication skills, phone presence and if he or she meets the basic requirements for the outlined job. If successful the applicant will be asked to come in for a face-to-face interview, during which the following is tested:

  • Vocal and written grammar skills
  • Sales and customer service skills
  • Internet proficiency and basic computer skills
  • Typing and spelling
  • Interpersonal skills and personality traits such as friendliness and professionalism

Applicants are also assessed on behavioral tendencies within various situations. For example, candidates may be measured by their ability to work on a team and/or individually, how well they can deal with problems or issues, how well they can manage emotions during stressful periods and their ability to take initiative during busy times.

Specifically, for our chat and email agents, 24-7 Intouch looks for strong written communication skills and technological adaptability through additional testing and job shadowing.

If an applicant is successful in all interview stages, reference checks are made before a position is offered.

Motivation and Retention

24-7 Intouch understands the value of satisfied employees, especially within the contact center industry where it is crucial to keep quality agents and managers. Through the maintenance of autonomy within a high performance culture, along with numerous motivational programs, employees are provided with a variety of incentives and opportunities for growth.

Our strong record of retention is a result of competitive compensation, monthly paid bonuses, friendly contests, employee recognition, team building events, flexible hours and “open door” policies. Additionally, 24-7 Intouch has a long-standing policy to hire from within the company and provide a career path and opportunities for advancement to all staff. When our frontline staff feels confident and happy in their work environment, it translates into better customer service for your callers, which is why we pride ourselves on having strong employee retention and one of the lowest turnover rates in the industry.

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Resources

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