Executives EXL/E/1031151

1 month ago


Noida, India exl Full time

Job Description


 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//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 



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