What makes a good contact center agent? Not just anyone is a good fit. To be a great agent, a person needs to be able to multi-task, comfortably navigate computer systems, think logically and quickly, and maintain a good attitude through it all. Finding that kind of person is more than just putting out an ad and hoping for the best. At Vector BPO we have systems in place to ensure we hire only top notch, qualified agents.
When you outsource your contact center to us, our agents essentially become an extension of your company--a responsibility we take very seriously. Our goal is to create strategic advantage for our clients by enhancing your relationship with your customers and driving more value from each customer interaction. These quality experiences will then lead to increased sales, loyal customers, and referrals.
Finding the perfect person for the job can be a challenge. That's why every candidate at Vector BPO undergoes a hiring process that significantly increases the likelihood that the agents we ultimately select are not only the most qualified, but that they will stick around a long time, further improving our overall skill level. Additionally, our lower turnover rate creates cost savings that are passed on to you.
When we begin your project, even before we begin recruiting agents, we assess a sampling of your existing team to identify the traits of low, medium, and high performers. We then statistically analyze these data to create the ideal profile for the candidates. As we compare each candidate's assessment to the benchmarks, only those who most closely match the ideal profile are brought in for interviews. This process helps guarantee we hire only the best applicants.
The assessment each potential agent receives is based on a number of predictors, including:
Finally, Vector BPO is located on the island of Cebu in the Philippines, which provides a unique opportunity for finding the best agents available. Cebu has one of the best English language fluency rates in the region, both written and spoken. The Philippines has an annual college graduation rate that exceeds job vacancies by three times. Combine these facts and the result is a highly educated and dependable workforce, allowing our agents to be selected from the best.