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Article : Looking For The Right Stuff

We wanted to know what some of the key personality traits companies looked for in new employees during the recruitment phase, and asked industry experts for the answers. Does it come down to skills or attitude, or just the perfect combination of the ‘Right Stuff’?

- a survey by Joss Jalbert, ContactCenterWorld.com

Haruko Hoya
Promotion Leader
TMJ
Japan

"We run Emotional Intelligence Quotient test as part of employee assessment. Some of the Key essence we look for in our employees are self restraints (self management), adaptability, sympathy, service spirit, and team work. We also look at leadership, assertion, sensibility, motivation, self esteem."

About TMJ

TMJ inc. (formerly known as Telemarketing Japan) is a Business Process Outsourcing organization.
 
Diana Dubois
Director of Marketing
Credit Protection Association
United States

"Primarily, we look for outgoing individuals with a positive attitude who are attentive and organized. With these personality traits, we are able to train an employee to be an effective, courteous collector."

 
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"As long as the candidates looks sincere, pleasant voice and has the determination to learn, its good enough. In malaysia, we can't be too choosy."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
 
Nitin Mahajan
Technical Support Manager
Infosys
India

"Positive attitude, learnability, good academics reflects his sincerity and consistency to perform, assertiveness, commitment and dedication, loyalty to his profession, enthusiasm and communication skills."

About Infosys

Infosys BPO is an end-to-end outsourcing services provider. We address your business challenges through our integrated IT and business process outsourcing solutions. We unlock business value by applyi... (read more)
 
Kaye MacDonald
Head of Service
BT UK Customer Services
United Kingdom

"Flexibilty, reliability, interested, keeness to learn, warmth in their personality, the feeling that they have a caring attitude and really want to make a difference."

About BT UK Customer Services

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Bleiler
Solution Deployment Leader
WPS Health Insurance
United States

"Personable, truthful, ability to listen with out jumping"

About WPS Health Insurance

Providing Health Insurance to individuals and groups in the State of Wisconsin
 
David Lee
Director - Central Outreach & Engagement
Landmark Health
United States

"ability to handle stress, outgoing personality, and a calming effect in their demeanor."

 
Stacy Spradling
Director of People Services
STARTEK USA
United States

"We have taken a nod from Southwest Airlines on this one. We like to hire the smile and train the skill. When hiring customer service representatives we look for those applicants who are natural problem solvers, who listen more than they talk, who are friendly, who use words like please and thank you during the interview and who are articulate."

About STARTEK USA

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"He has to have the good ability to communicate, he also needs to have the drive to succeed at something and lastly he should be able to understand and comprehend instructions given."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Shah Hamdani
Technical
Elevator Controls Corp
United States

"Open minded, good sense of work ethics, neat appearance, well spoken, can respond quick to unexpected..."

About Elevator Controls Corp

provide customer service and technical support in setting up, adjusting, and troubleshooting elevator systems world wide.
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Touch Tone IVR

Read today's tip or listen to it on podcast.

Related Editorial

Published: Friday, May 7, 2010

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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