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Staffing & Training

We develop custom recruitment profiles for each client program and design a recruiting strategy that will enable us to attract the right candidates.

  • As a general rule, all candidates have completed college coursework or diplomas in a relevant subject area for the program.
  • We use a combination of Ads, recruiters and college “fairs” to find candidates.

We implement a robust interview/screening process that is highly effective in identifying the most appropriate hires for any given channel (e.g., voice, chat, email, quality, BPO) or target
domain (e.g., technical support, customer service, or sales) Some important elements of the Knoah hiring process:

  • Initial screening of writing and speaking skills prior to interview or Group discussion exercise to identify candidates that are good at speaking up and making cogent points and interacting effectively with strangers.
  • Technical domain testing to insure candidates have the background and knowledge needed to be successful as an agent.
  • Cultural and accent screening to insure candidates are going to be a good fit for Knoah and our client.

These hiring processes screen out about 95% of all candidates who apply for positions at Knoah, insuring that only the very best make it to the operations floor.

Training

At Knoah, our agents are the best in the business because both new employees and veteran employees receive in-depth soft skills, domain and career training. Whether driven by client need changes, industry changes, or specific employee development, our comprehensive training programs keep our agents at the top of their field. Some of our training programs include:

  Communication skills training:
  Domain training:
  Pre/post-production training:
 
  Orientation
  Soft-skills
  Voice/Accent neutralization
 
  Led by Knoah trainers from client-provided
content or internally- developed curriculum
  Knoah’s training department is capable of
terials
 
  “nesting” training with on the floor mentoring during initial ramp up
  Certification evaluation before graduating from nesting
  Tightly integrated Quality and Coaching loop throughout agent tenure
    to insure all metrics are optimized
     
  Supervisory training for agents that are selected for management
    roles
     
  Self-training via e-learning modules delivered through KnoahsARK
     
  Classroom training for refreshing skills or cross training to new skills
     
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News & Events

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Events

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    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.