Job Description

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Skills Sets TESTED / TRAINED THROUGH Qualifying Score
Technical Skills Min Ability to use the Desktop Computer system Technical Test >=7/10
Basic IT & familiarity of Operating Systems (Windows 95/98/2000/NT)
Basic Knowledge of using Internet, Web Browser, Search Engine etc
Keyboarding Skills Typing Test >=25
Process Specific Min Process Knowledge - Will be provided based on the Desktop procedures provided for training by the client. Please review JD for details on process
Process Training and Assessments 80% Process Knowledge
Systems Training - Training will be provided on clients proprietary mainframes and systems
Quality and Compliance Training - Overview on client quality, compliance laws and regulations will be provided . Executives will be trained on Fatal Errors, Escalation procedures and Exl's company quality policy, call quality form
Client Specific Min British Gas requires all agents to have excellent spoken English and should be able to communicate correctly and clearly. They are particular about agents ability to converse in correct English, rate of speech, grammar and clarity
Soft Skills Min Excellent Spoken English
Ability to communicate correctly and clearly
(grammatically and contextually correct) - FAILING IN GRAMMAR OR ACCENT - DO NOT HIRE
CET Hiring
Accent 75%
Voice Modulation 80%
Grammar 85.00%
Listening Skills 85%
Rate of speech 75%
Customer Service Focus - Ability to clearly understand the customer and empathize with him/her, ability to ask probing questions and record details, ulimately scoring high on customer experience Customer Service Skills 85%
Telephone Etiquette 75%
Good analytical skills. Reasoning Test 85%
Desired Skills Questioning, Reasoning and Analytical Psychometric Test Monthly Evaluations done by the Mgr and/or the AM and the susequent rating given
Adaptable and Flexible
Self Discipline, Listening & Patience
Commitment and Drive for results.
Assertiveness