| Epicenter
recognizes that its success
lies in identifying, attracting
and retaining good people and
gives highest importance to
this aspect. The selection criteria
are stringent and we look for
the following behavioral and
functional skill sets in the
candidates:
- Excellent Communication
(including Listening) Skills.
- Command over English Language
- Good interpersonal Skills
- Team player
- Computer Literacy and keyboard
skills
- Insight and analytical Ability.
- Relevant previous experience.
Candidates undergo a series
of tests. At each stage of testing,
those who fail to meet the minimum
levels are eliminated. The tests
conducted include:
a) English language (similar
to TOEFL)
b) Listening comprehension
c) Voice (testing for tone,
clarity and accent)
d) Logical thinking and numeric
ability
e) Profile match - psychometric
test to gauge the attitude,
temperament and personality
of the candidate
f) Personal Interview (2 Levels)
During the preliminary interview
the candidates are clearly asked
about their willingness to work
in shifts, keeping in view the
working hours of international
clients.
Prior to hiring of selected
candidates, reference checks
and background checks are carried
out. Contacting the previous
employers makes reference checks.
Our security agency does the
background verification of candidates
in terms of criminal record,
moral character, family background,
etc. Final selection of the
candidates is subject to medical
clearance.
The ratio of applications
received to offers made is around
5%.
The most common source of recruitment
for frontline personnel is through
the advertisement, followed
by Campus recruitments and employee
referrals.
For the Management personnel,
Head hunters and employee referrals
are the most common.
Training Procedures:
Initial and on-going.
At Epicenter, we believe that
training for call center associates
is a major differentiator. The
objective of our training program
is to build a comprehensive
skill set for the Customer Relationship
Associates (CRA). Our Associates
undergo initial training in
the following areas:
1. Behavioral skills
2. Functional Skills
3. Company Value and Culture
The initial training is for
over 240 hrs
and includes areas like voice
and accent, US economy/culture,
customer service, telemarketing,
attitude, telephone etiquette,
listening-skills and computer/
systems training.
Each training module has continuous
assessments through classroom
lectures, group assignments,
presentations and role-plays.
Each trainee is given an individual
feedback about his/her performance.
A consistent effort is made
to make the training period
interesting and exciting by
incorporating games, team activities,
etc.
Experienced and qualified trainers
conduct all training programs.
Based on feedback and actual
performance of associates in
the operations area, the training
modules are periodically updated.
The training packages presentations
and training handouts are assessed
and reviewed by the Epicenter
training department prior to
implementation. There is a system
in place to evaluate the effectiveness
of training programs and trainers
and this serve as the basis
to bring in improvements and
make changes.
Throughout the training process,
the performance of the trainee
is rated and monitored. On successful
completion of the final assessment,
the trainees are allowed to
move into product specific training
on customer projects. The product
training is usually conducted
through classroom lectures as
well as hands-on training on
the system. The associates also
learn through on-the-job sessions.
It is a process of continuous
assessments/tests that culminates
in a final assessment and clearing
the associate to go ‘live’
onto the operations floor.
The program for ongoing
training/re-training is budgeted
for 80hrs/annum. The
areas of training depend on
the deficiencies identified
in the individual’s performance.
Such training is also focused
in building advanced skills.
In order to accomplish its
training objectives, Epicenter
has modern and extensive training
facilities. There are seven
training classrooms; each with
a capacity of 20+ seats (one
training seat for every 5 positions).
All the classrooms are equipped
with televisions/VCR, overhead
projectors, LCD projectors,
white boards, flip chart boards,
etc.
In addition, all classrooms
are provided with computers.
This allows our associates to
learn and practice on live screens
in a classroom-training environment
blending theory with hands-on
for maximum learning.
For the Initial Training, only
one day “no show”
is allowed. For that day, the
adjustment is done between the
trainer and the associate. Whatever
the associate misses is covered
up subsequently. The associate
is expelled from the training
program for any thing over and
above this one-day. For product
training even a single “no
show” is allowed, as each
day means a lot of information
sharing in the classroom.
… Epicenter is very concerned
about the effectiveness of it’s
training.
The success of the training
program is measured by structured
feedback from
1) Associates who have attended
the training. (Annexure –
Trainer evaluation form).
2) Assessment of the Training
Manager.
One of the training best practices
is our quantification of elements
in the soft skills training
and the Calibration of training
outputs from our outsourced
training vendors.
It records the following:
Sheet 1 - Training Methodology
for testing Project Specific
Skills.
Sheet 2 - Assessment grid for
Testing Agents’ Skills.
Sheet 3 - Definition of Parameters
for Language and Soft Skill
Assessments.
|
