It’s All About That Voice

What Makes an Exceptional Agent?

Tall or short. Short or thin. Long hair or clean cut. For contact center reps, looks don’t matter, but their communication, language, and critical thinking skills do.

Why Voice Matters

The best agents possess exceptional voices. They resolve problems or stimulate sales. They please customers. And because they perform well, you want to retain them longer. Those who are less adept at vocal communications and problem solving usually perform poorly. Customers are dissatisfied and may leave. These reps must be replaced.

But that costs money … lots of money … as the average cost to recruit, hire and train each new rep averages $6,500.

HireIQ’s solution centers on an applicants’ voice during the pivotal initial screening – which is conducted online.

Virtual interviewing allows candidates to record audio responses – any time of day or night – using their smart phone, tablet or personal computer. Responses are saved, and then reviewed via an online portal and evaluated by decision-makers at their convenience – anytime, anywhere.

HireIQ works with you to create the best questions to assess the vocal characteristics and personality traits that are best suited for each job.

It’s that easy.

Pick the Best Candidates…
with Audiolytics™

Hire IQ’s virtual audio interviewing solution is powered by Audiolytics™, our innovative and patents-pending predictive analytics software. It uses outcome based modeling and machine learning to identify those applicants who are most likely to succeed.

Applicants who exhibit energy, enthusiasm and personality are most likely to be successful contact center pros – and Audiolytics helps identify those traits.

  • Effective. According to a rigorous independent validation, Audiolytics correctly assesses for key customer service-oriented communications dimensions, knowledge, skills and abilities.
  • Fair and Unbiased. Audiolytics is applied to all completed virtual audio interviews so all contact center candidates are evaluated and scored on a common basis. It is gender, race and ethnicity neutral.
  • Predictive. Audiolytics predicts whether or not a recruiter is likely to advance the candidate. Its predictive model has been tested against thousands of real-world interviews, returning an agreement rate exceeding 90%.
  • Efficient. A proprietary algorithm automatically scores each candidate’s interview and displays an easy-to-interpret icon on the recruiter’s dashboard, so he or she can focus first on those more likely to advance.

“OUR BUSINESS DEPENDS ON OUR CONTRACTORS’ ABILITY TO COMMUNICATE VERY CLEARLY. HIREIQ HAS HELPED US QUICKLY AND EFFECTIVELY IDENTIFY THOSE WHO POSSESS THE NECESSARY LANGUAGE SKILLS TO BE SUCCESSFUL.

PETER SCHILLER
VICE PRESIDENT, OPERATIONS ENGAGEMENT
ARISE VIRTUAL SOLUTIONS