Recruiting for Excellence

Clients require agents who are skilled in selling, phone etiquette, data entry, product knowledge, and a host of other skills depending on the program.

The first step in hiring top agents is learning about your program so we can identify the skill sets needed to deliver outstanding customer contact. Before we hire a single employee, we select an existing employee with ample training and experience to serve as a project supervisor along with additional existing employees to “seed” the group assigned to your project. Once we’ve assembled your core operations team, we then begin the recruitment process.

Our location provides us with a competitive advantage due to our proximity to so many colleges and universities, as well as a multi-cultural community where there are plenty of prospective agents fluent in languages besides English. We use a variety of techniques to recruit agents, from college placement offices to multi-media advertising.

Agents are pre-screened by telephone and/or by reviewing employee applications.

Qualified applicants are invited to our offices where they undertake various tests relevant to the client program. Prospective agents read a script similar to the client’s project. The interviewer is looking for exceptional levels of modulation, articulation, expression and enthusiasm. The script-reading session can be recorded for further evaluation. Depending on the skill sets required, we conduct tests such as voice mail screening, aptitude / personality test, in-house created tests (spelling, logic, typing), script preview reading, and/or drug testing. Employees who meet our rigorous criteria must then pass a background check.

Each applicant is interviewed by human resources, training and project management. We are looking for the best which is why, on average; we ultimately hire only one of every ten applicants.

American Know-How

Every one of our employees is located within the United States. When your customers demand or expect an agent speaking fluent American English–or need and multi-lingual agent familiar with our idioms, lingo and shared culture–you can count on Global Response.

Workplace Diversity

Global Response places a premium on workplace diversity. Our employees are a microcosm of America, having originated from over 50 countries. We have a large number of hearing-impaired employees serving in our data processing division. In fact, the State of Florida has recognized our efforts with an award for hiring so many hearing-impaired employees. One of our senior executives has been involved in the protection of employee rights for over 25 years, a tremendous benefit to Global Response in developing and maintaining fair employment practices.