Hiring, Training & Development, Scheduling

 

·         At the E-Reps/Voice Agents level, hiring is done in the proportion of 60% experienced and 40% fresher.

·         E-Reps/Voice Agents are screened on the following basis:

o        Their knowledge in English (Written/Oral)

o        Their knowledge in Computers and Internet (browsing/email and chat)

·         For experienced candidates, their previous employment details is validated and crosschecked.

Minimum educational qualifications we require for our agents/E-Reps/Voice Agents

·         All E-Reps/Voice Agents should at least be a graduate (In 10+2+3 mode of education followed in India)

Text Box:

Minimum computer keyboard typing speed we require for our E-Reps/Voice Agents

·         20 WPM

·         All E-Reps/Voice Agents go through a 15 days training schedule before going live in Operations. Training schedule per day:

o        Two hours/day of typing skill enhancement using “Mavis Beacon” and “Touch Typing” Software.

o        Two hours/day of “Customer Service” training.

o        Four hours of Client specific training.

Supervisor to E-Rep ratio

·         1 : 5

Motivation and retention programs currently in place

·         We follow an “Open Door” policy where everyone (including the board of directors) is accessible irrespective of his designation.

·         We organize regular career discussion, via the HR department.

·         There is a stack ranking mechanism for agents whereby agents are ranked on the basis of their performance in terms of the KPI.

·         A transparent career progression policy is laid down whereby emphasis will be given to internal growth instead of hiring from outside.

·         We have a “Meet Your People Program” as part of the appraisal cycle in the company HR policy, where each supervisor will organize regular, company paid team outings.

·         Regular skip level interviews across all hierarchies in the organization.

·         Employees get pick-up and drop facility when working in extended/unconventional shifts.

·         Food in the form of snacks and meals are available in the office cafeteria at subsidized cost.

·         Unlimited tea and coffee is available for free.

·         Various performance-based incentive plans are rolled out from time to time.

·         There is a retention bonus scheme in which a person working in the company for 1 year will get the bonus after completing 12 months and every subsequent year thereafter.

·         Various financial benefits such as Provident Fund, Medical Insurance etc. are given as components in their salary stack.

·         Celebration of events like birthdays, marriage anniversaries etc.