Seven Steps to Hiring Success:


It's probably the toughest question facing companies who provide outsourced customer care and acquisition: How do you ensure that you hire good, smart people?

The answer provided by most marketing services companies is elementary: conduct blanket recruitment, bring in applicants for interviews - and hope for the best.

Soft Pearl's answer is to leverage the same processes and technologies we use to add value to your engagements. Our seven-step method allows us to find and hire top talent, even if the situation calls for a fast ramp-up. Here's a simplified version of how it works:

1. Job analysis. We tap our inventory of skill sets and employee attributes to shape a profile of the kind of employee needed for your engagement.


2. Softpearl then implements a wide-scale recruiting effort through a variety of media and employment channels.


3. Pre-screen telephone interview. A Softpearl hiring official reviews applicants' responses to the preliminary questions and selects a group for a quick phone interview. Through this interview, it becomes clear which candidates match the desired profile and are worth pursuing.


4. Candidates are then routed them to an Interactive Voice Response (IVR) menu. They answer a list of key questions through the system.


5. Web-based assessment. The candidates are then directed to a Web site, where they answer additional questions. This assessment provides a complete picture of strengths and weaknesses - so if a candidate isn't right for one engagement, he or she may still have a place at Softpearl.


6. In-person interview. Using behavioral interviewing techniques, Soft Pearl's hiring officials meet with candidates.


7. Conditional offer. The terms of the offer are clearly presented. Those who accept are scheduled for training.

TRAINING Customised training to get fast results We know your engagement has unique needs. Our ability to meet those needs depends on how much information our agents have and how prepared they are to succeed.

That's where the Softpearl Training Center comes in. Through the center, we customize the depth and duration of training based on the goals of your engagement and the role each associate plays in your program. We also have a training coordinator located in each of Softpearl's customer contact centers.

This is how the Softpearl training program is structured:

First, we require new associates to complete a core education program, which begins with introduction to the Softpearl Mindset, a way of thinking and behaving proactively. They also complete an incubation program ranging from two days to one week before working with any of your customers.

Once we have determined your specific needs, we provide general training in the basic required skills and technology. We also educate our associates on your customers, products and services and goals, as well as engage in role-playing and extensive testing.

Finally, we continue training as part of our Continuous Quality Improvement (CQI) program. Each agent is required to complete at least 25 hours of refresher training each year. In this ongoing effort, we share best practices, assess progress and identify areas in which associates may need extra help.

This development isn't limited to associates. All Softpearl managers participate in our comprehensive management development program to hone skills in leadership, technology, processes and other areas.

REPORTING
Reports with real value

Some companies are content to report pages of data and let you sort it out. Softpearl puts the numbers through careful analysis to gain insight into what's happening with your engagement. Then we report not only our findings, but also our suggestions for improvement.

Say our disposition report shows we're transferring 25 percent of incoming calls to your in-house associates. We'll find a way to reduce that number and put money back into your pocket.

Or suppose we spot that many inbound callers want information that could easily be automated. We'll devise a system to serve them faster.

Soft Pearl delivers the standard metrics of your engagement as well, and we share them with operations, training and account teams. We also provide you with quality assurance reports so that you can track associate performance on your engagement - and identify areas for improvement. Nowhere is the Softpearl advantage clearer than in our reports to you.

Quality Philosophy Soft Pearl quality objective: " To strive continuously for being the Best Quality Service Provider in the customer contact services space, by adhering to world-class quality parameters at all times."

 

We follow an in-house quality process at Softpearl, and we are planning to comply with Quality standards like ISO, COPC and eSCM in the near future.

Corporate Quality at Soft Pearl

At Softpearl, Quality is implemented and practiced to ensure that all the processes are functioning as per plan and any variations in the output or deliverable of a process are captured and monitored on a continuous basis. This enables us to identify the root cause of the variance and take effective steps to eliminate them.

Overview of Softpearl Quality Practices:

We have instilled stringent quality assurance and control measures across the organization. Softpearl believes that sustained quality is most vital for our existence. At Softpearl, the Quality of Services (QoS) is not limited to just contact center operations. All activities that could directly or indirectly affect the service delivery and / or compatibility with client expectations are viewed as detrimental to quality. We are now in the process of building a long-term quality program, which drives a continuous improvement process internally. The basic framework for excellence started from the first day of inception of the company for complying with "best practices", international quality standards and methodologies such as ISO, COPC and eSCM. We believe that compliance to these standards would help us to:

On an ongoing basis, Softpearl strives to value-add to our client's system, based on in-house programs and the overall corporate quality initiatives.