Recruitment & Retention

Our contact center agents are not only at the core of our business, but are the individuals at the front of yours – answering customer inquiries and representing your brand. This is why 24-7 Intouch uses extensive recruitment and retention practices to ensure the best, hard working people are consistently staffed to provide and maintain high quality service levels.

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 whether 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:
  • Oral and written grammar skills
  • Sales and customer service skills
  • Internet proficiency and basic computer skills, including 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 on their ability to work as part of a team and/or individually, how well they can deal with sudden problems or issues, how well they can manage emotions during stressful periods and their ability to take initiative during busy times. If an applicant is successful in all interview stages, reference checks are made before a position is offered.

Motivation and Retention

Employee retention is important to any organization but in the contact center industry, keeping quality agents and managers is crucial. 24-7 Intouch understands the value of satisfied employees, which is why within our contact and call centers there are numerous motivational programs and positive incentives in place.

Our strong record of retention is a result of competitive compensation, monthly paid bonuses, friendly contests, employee recognition, team building events, flexible hours and an “open door” policy. Additionally, 24-7 Intouch has a long-standing policy to hire from within the company and provide a career path with 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, and as a result of this we have strong employee retention and one of the lowest turnover rates in the industry.

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Resources

24-7 Intouch Supports Customer Care Community at SOCAP Symposium 2014  More...

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Get your Customer Care Ramped Up for the Christmas Season. More...

White Papers produced by 24-7 Intouch provides in-depth analysis and information relating to contact centers and outsourcing. More...