1NWContact views hiring and training as a continuous integrated process. 1NWContact enjoys an excellent reputation in the job marketplace and as a result, we can ramp-up quickly, produce higher levels of performance for our clients and achieve higher agent retention.
The recruiting process begins with multi-channel recruiting efforts. Our recruiting efforts center on finding the most talented people available in the job marketplace, which is virtually unlimited due to our work at home agent infrastructure. Applicants that meet initial screening requirements are scheduled for an initial telephone interview. If this goes well, additional assessments and interviews are conducted. If an applicant meets all of the requirements, an offer to join the 1NWContact team is extended.
1NWContact is a company that values its agents as its highest unique selling proposition. We take great pride in training our staff appropriately to mirror each client's environment. The quality of each agent's training is key because he or she is the one who will have direct interaction with your clients. The key to every successful project is having a highly skilled, knowledgeable and motivated staff of professionals. 1NWContact's in house training programs ensure that agents are well trained in call center etiquette and industry knowledge specific to each product. We routinely offer English and Bilingual/Spanish agents for your campaigns. Other language skills are also available.
Training at 1NWContact is campaign specific. We review the needs of each campaign and build a curriculum to match. Our strategy for your campaign is to provide Agent training that goes beyond the classroom and into production with ongoing coaching and Quality Control monitoring and mentoring.
1NWContact's training environment involves the following steps:
- History of the client and their business environment
- Cooperative learning
- Direct instruction
- Script study, review and role play
- Explanation of client based quality assurance parameters
- Testing to ensure campaign knowledge
- Trainees partnered with experienced agents
- Gradual introduction into taking calls
- Ongoing coaching and mentoring
- Internal quality control grading and monitoring
- Continuous access to online curriculum and archived web-based training