Specialized Recruiting and Hiring for WAHA
Advanced profiling and skill assessment tools are used to recruit and hire agents that have specific industry experience based on your program needs.
- New Agents: Our Work at Home Agent channel provides the flexibility to recruit agents with specific industry expertise who are unable or unwilling to work in contact centers.
- Existing Agents: Teleperformance also can select from a pool of highly qualified experienced agents fitting our Work at Home Agent profile
- Our Work at Home Agents are highly qualified with 70%-80% having post high school education and on average 2-3 years Customer Care experience.
- The average age of our Home Agents is 35 years old which provides for a more mature employee.
- Home Agent attrition is consistently 50-60% lower than in our traditional contact centers.
- Independently measured customer satisfaction scores average 15 to 20% higher with Teleperformance Home Agents.
- To attract the most talented and capable employees, our Home Agent recruitment methods target qualified candidates through on line recruiting as well as traditional recruiting methods. Our advanced screening methods identify only the most qualified Home Agent candidates who have the appropriate experience and display the traits necessary to work independently.
- Every Work at Home Agent is a Teleperformance employee not a Contractor and is accountable only to Teleperformance – not a myriad of other companies.
- Home Agents are eligible for benefits, are provided consistent on-going skills training, and have career advancement opportunities not available from other Work at Home Agent companies.
- Each of our Home Agents has passed a comprehensive background check and drug screening as well as a credit check when mandated by our customers.
The Teleperformance Work at Home Agent training model guarantees that our Home Agents will be fully prepared to support your customers once they are certified to work from home. Teleperformance combines traditional classroom training with computer based training and on premise certification to deliver superior results. With this blend of training, we have seen our Home Agents become proficient in significantly less time than it takes a typical Contact Center Agent.
We Offer: - A training environment that is consistent with your current delivery methods and achieves your expectations
- Skill assessment throughout training to ensure proficiency and knowledge retention before any calls are taken
- A Learning Content Management System that provides consistency of training and ensures all Teleperformance personnel are meeting or exceeding our training requirements through a rigorous certification process
- On-line training and communication channels that provide for immediate updates, efficient knowledge transfer, and validation that our employees are reading information updates and displaying the expected proficiency
Teleperformance Home Agents consistently achieve higher quality and customer satisfaction scores than their contact center based counterparts.
Monitoring and maintaining quality with Teleperformance Home Agents is achieved through the use of our existing quality voice and data monitoring technology, the use of web-cam technology and our proprietary CCMS – Contact Center Management Systems
Our Quality evaluation expectations are among the most stringent in the industry with Teleperformance Home Agents being monitored and coached as much as double of the amount of calls than traditional Contact Center employees
Home Agents not meeting Teleperformance quality expectations will be expected to return to their hub Contact Center to work until their QA and Customer Satisfaction scores are meeting both internal Teleperformance and customer expectations Teleperformance offers the systems and processes to ensure remote agents have: - Initial training and on-line access to the information they need to do their job well
- Ability to contact supervisors and help desks with questions
- Processes for on-going training and quality assurance
- Ensures the agents deliver an exceptional customer experience each and every contact.
Our Employee surveys indicate that our Work at Home Agents are among the most satisfied employees within our company. By offering increased scheduling flexibility and the ability to work from home, our home based employees are able to significantly reduce their out of pocket costs of working in a traditional contact center environment.
Teleperformance continuously monitors employee satisfaction and enhances satisfaction by providing:
- Scheduling flexibility
- Comprehensive benefits
- Competitive compensation
- Performance incentives
- Employee recognition and motivational programs
- Career path opportunities
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