Life @ ibex
Inside ibex.’s Hiring Process: How We Select the Best for CX
Knowing What Makes a Great CX Agent
It is not an easy job to work in a call center. It requires keen communication skills, perseverance, and the capability to remain reliable in circumstances. This is why our hiring personnel focus on two major characteristics:
Being able to communicate, and
Being reliable.
We don't only look at degrees or resumes; rather, we use questions to determine whether an individual can manage stress and work under pressure. We also assess their communication values and how they develop a good rapport with the customers. This skill in screening human assets makes our selection system specific and more appropriate to the CX job reality.
A Process Built to Respect Candidates’ Time
Our recruiting experience is the result of years of experience and testing, feedback, and improvement. It appears as such:
Lead Generation: As a part of the recruitment process, we source leads through a variety of mediums.
Telephonic Screening: We do not drag people in the office to stage the 1st round interview as many companies would do. Rather, we call them. This saves time and travel expenses and helps us get a clear idea of their manner of communication.
Profiling: We delve more into education, background, employment history, and CSR experience. However, the must-haves are communicability and reliability.
Adaptability Checks: Our operations are 24/7 and therefore limit candidates to working in the morning, evening, and night shifts, which rotate every 15 days. We also have
company transport. Public holidays? We are still in business. Those who are comfortable with this reality go forward.
This is an effective process as well. Obtaining leads is usually planned within 24 hours, which makes it quick and easy access to leads.
A Proven Method Trusted by Global Brands
Not only does ibex. hire on behalf of itself, it hires for some of the largest brands in the world to handle their customer experience. We have chosen to apply this selection across thousands of employment sessions, and this process has been refined to achieve international standards of results.
The other companies may avoid telephonic screening or may overemphasize academic records. By focusing on communication and reliability, we have been shown to create greater teams and improved CX results. That is why our way of approach has gained credibility in the business.
Clear, Honest, and Transparent
Every successful workplace begins with honesty. When candidates know the reality of the role before joining, they step in with clarity, confidence, and trust; three things that carry over into how they serve customers every day.
Candidates are aware of what they are undertaking before their recruitment. We do not employ underage children, and we do not promise something we cannot fulfill. Through transparency, we create long-term trust among employees, clients, and customers they serve.
That is also the reason why dependability is so important. The customers are looking forward to being treated consistently, and it all begins at the employee level that can be depended upon to come to work and perform even in the circumstances when it is difficult.
The Benefits of Taking on This Role
Although the profession is challenging, it is associated with some concrete benefits. At ibex. agents do not simply run local campaigns; agents are working with international brands. This implies gaining an international experience of serving customers with different needs, observing international codes of service, and developing skills that can be utilised in any part of the world. This position serves as a gateway to management, training, or specialist CX positions for many individuals.
What Sets ibex. Apart in the CX Industry
Telephonic interviews to save time and resources.
Faster scheduling with leads handled within 24 hours.
People-first approach, focusing on qualities that matter in real CX situations, not just resumes.
Adhering to these fundamentals, ibex. assembles teams that not only perform, but are successful in the high-stress environment of the customer service world.
Final Thoughts
We know that achieving a superior customer experience (CX) is not a tick box exercise at ibex., it is a core part of how we operate. We know that without a team that would be willing to do everything they could to provide such a level of service, it will not be possible to achieve our targets. Hence, we have a careful recruitment procedure. We also seek out those individuals who possess both needed skills along with personal attributes that are essential in promoting an outstanding customer experience.
When we recruit, we also focus on those candidates who will challenge the status quo. We are searching for people who will be resilient and adapt to new work environments, especially those who know how to work with rotating shifts and fluctuating demands. Being able to communicate is another important component of our hiring process; we want candidates who can present their ideas in an understandable and empathetic manner, so that they can relate to the customer at all times.
Another area where we base our recruiting model is reliability. We require team members with a track record of reliability, including during hectic tasks. Developing a workforce with these three qualities, therefore, helps our employees to deliver quality CX daily.
In short, our philosophy of recruitment is not simply based on technical ability. We concentrate on the selection of people according to their characteristics that directly impact the customer experience. This dedication to quality in terms of our staffing will make ibex. a trusted and reliable brand in the call center business, and we are ready to change lives with a positive effect on the customers all around the world. We also strive to provide new benchmarks of customer service all over the world through our hard-working team of personnel.
