"On-boarding is the strategic process of 'induction. For ViaSource Solutions on-boarding is designed to attract, assess, evaluate and engage the best new agents for each program, to reaffirm their decision to join the company, to acculturate them to the company, and to prepare them to contribute at or above the required level as quickly as possible."
ViaSource Solutions is committed to consistently on-boarding new agents who contribute quickly and expand their skills and increase their knowledge as they become acclimated to our company and acculturated to our client's campaigns. Our commitment is to have only highly engaged agents on client campaigns, to have new agents meet their first performance milestone within the agreed to time period, to incorporate into the on-boarding process formal learning and development activities that are self paced and that reveal agent engagement and enthusiasm. The on-boarding process is consistent in teaching company policy, procedures, and processes across all campaigns. This consistency is enforced by use of our Learning Management System to implement agent specific curriculum, that is, a combination of company training (processes, procedures and practices) along with campaign-specific training, learning and preparation.
We use a combination of soft skill and hard skill assessment tools to assess and evaluate agents against company and client criteria which includes: enthusiasm, ability to articulate a proposition and their 'pronounced ability to engage' to determine fit to client campaigns/programs.
Our most important on-boarding goals:
- Ensure that agents are engaged/assimilated into company culture
- Get new agents productive faster
- Increase retention of agents
- Improve customer experience via more effective agents.
We actively promote from within to maintain our cultural consistency; when growth or new programs require rapid deployment or new skills, we put coaches and managers through the same detailed learning experiences.
How does all of this positively translate into the improved customer experience?
We can quickly and deftly locate, recruit, train and make agents productive... we can find, engage and assemble a skilled team of agents for inbound, B2B or outbound programs with distinctive skills and capabilities. THIS IS WHY THE HIRING PROCESS MATTERS!
Is language skill or capability an issue for the success of your campaign? Check out our Multilingual Programs.
Is industry knowledge critical to the success of your campaign? We have programs to discuss in a wide variety of industries and verticals including:
- Auto Dealerships
- Business Solutions
- Civic and Social Sector Organizations
- Consumer Products and Solutions
- Education
- Entertainment
- Financial Solutions
- Healthcare
- Insurance
- Legal Solutions
- Manufacturing
- Media and Advertising
- Personal Health and Fitness
- Real Estate
- Restaurants and Restaurant Solutions
- Retail
- Sales
- Security
- Software
- Staffing, Recruiting and HR
- Technology
- Telecomm and Telecomm Solutions
- Transportation