Our contact center career agents either university graduates or from post secondary educational institutions and have an excellent grasp of written and spoken English. Each applicant goes through a series of processes including an initial phone interview, written exam, a second interview, a background check, which will lead to program training, on-the-job training and certification for all qualified applicants. Training is ongoing for all of our career agents in order to better enhance their skills and expertise to better serve our clients. They are dynamic and have the ability to adapt from scripted dialogue to thinking on-their-feet in order to take full advantage of any possible opportunities and resolve customer inquiries effectively.

Convocare has a variety of programs and incentives to promote employee satisfaction and increase agent retention. We always look to promote internally whenever possible, allowing our people to grow their careers with us.

We train and recruit quality agents that are focused on achieving objectives in order to fulfill the needs of our clients. We go through a process of recruitment that includes:

• Phone screening
• Initial phone interview
• Examinations - aptitude tests, call simulations and emotional quality (EQ)/ attitude tests
• Final Interview

Once completed, the agent undergoes a 3-week in class training course conducted by experienced professionals in the industry while receiving call simulations to experience and enhance their service skills.

Inside the classroom, agents are given pronunciation training and education on cultural background suited to the market they will be serving. Accents become neutral making them flexible to adjust to any campaign.

Agents undergo continuous training in order to improve delivery of service. We give strong incentive to our internal agents for promotion in order to give them a long and satisfying career at Convocare.