Our People | Selection Process:

At Live Agent we are experts in identifying our staff skills and live agents' knowledge base. We believe 'square pegs fit better in square holes' and the Live Agent staff selection process features highly specific profiling, to ultimately ensure the best client-live agent match.

Not only do we ensure our live agents fulfil the fundamental requirements of a contact centre operator, but our advanced filtering process enables us to drill down to individual staff abilities, likes, dislikes, hobbies, general interest and social activities.

"We aim to provide the most cost-effective call handling staff resource
available for UK industry and commerce today;
to handle your customers courteously, cost effectively and efficiently
so they buy more from you."

We ask our live agents for a host of information that enables us to identify various key elements of their personality and skill set. This in turn ensures that they will be selected to work on accounts which they would enjoy more, feel most comfortable with, and in sectors where they have most knowledge to give - whether it be in telemarketing, telesales, call handling, data cleansing or customer profiling. This ensures our clients’ calls are handled by the best possible people.

It goes without saying that if a client has a certain requirement not covered by our current profiling criteria, then it would be introduced into the selection process for future Live Agent staff applicants, then included in our current live agents’ skills assessment and monitoring schedules.

Additionally, potential agents must fulfil strict selection criteria and complete online assessments. We estimate that less than 5% of applicants are successful in becoming a Live Agent. The process is designed so that only the most tenacious, suitable individuals who we believe will provide the best service to our customers will succeed.

The proven alternative for quality contact services
"It's all about improving the quality of your
customer contact whilst reducing business overheads."

The difficulty of an individual becoming an agent is the key element to the recruitment process. We have taken this proven methodology from the US and adopted it for the UK. In addition to the selection criteria, Live Agent also performs full credit, criminal and security checks prior to any individual becoming an agent. The controls that we will undertake are likely to be much stricter than if the individual was to work in a traditional call centre.