How it Works
Recruitment
We tailor our recruitment process to ensure we find the ideal agent for your team. After collaborating with you to fully understand your needs, we carefully select an agent who aligns with both your expectations and your brand's values. You'll be provided with a detailed Agent Profile that highlights their experience, skills, interests, writing samples, and a personalized video introduction. If for any reason the match isn’t exactly right, we’ll continue our search until we find the perfect fit for your business.
Training
Training is a top priority for us! Our agents go through a program that covers e-commerce best practices, customer service excellence, and essential soft skills. We customize their training to fit your brand’s specific needs, ensuring our agents are familiar with your tone of voice and expectations. This approach minimizes the training effort required from your team, but we understand that every brand is unique. Our agents are always available for live training sessions with your team to ensure a thorough understanding of their responsibilities. We also record these sessions, making it easy to onboard future team members as your business grows.
Quality Assurance
Quality Assurance is central to our process. Your agent will regularly meet with a Team Lead to review areas for improvement, ensuring continuous growth in their role. The Team Lead will monitor ticket volume, response times, and resolution times, conducting spot-checks to ensure your customers receive high-quality service. All of this data will be compiled into a bi-weekly report, giving your team full visibility into the agent's performance and progress.
