Staffing & Training

We develop custom recruitment profiles for each client program and design a recruiting strategy that will enable us to attract the right candidates.
	As a general rule, all candidates have completed college coursework or diplomas in a relevant subject area for the program.
	We use a combination of Ads, recruiters and college “fairs” to find candidates.
We implement a robust interview/screening process that is highly effective in identifying the most appropriate hires for any given channel (e.g., voice, chat, email, quality, BPO) or target domain (e.g., technical support, customer service, or sales) Some important elements of the Knoah hiring process:
	Initial screening of writing and speaking skills prior to interview or Group discussion exercise to identify candidates that are good at speaking up and making cogent points and interacting effectively with strangers.
	Technical domain testing to insure candidates have the background and knowledge needed to be successful as an agent.
	Cultural and accent screening to insure candidates are going to be a good fit for Knoah and our client.
These hiring processes screen out about 95% of all candidates who apply for positions at Knoah, insuring that only the very best make it to the operations floor.

At Knoah, our agents are the best in the business because both new employees and veteran employees receive in-depth soft skills, domain and career training. Whether driven by client need changes, industry changes, or specific employee development, our comprehensive training programs keep our agents at the top of their field. Some of our training programs include:

Communication skills training:

• Orientation
• Soft-skills
• Voice/Accent neutralization

Domain training:

• Led by Knoah trainers from client-provided content or internally- developed curriculum
• Knoah’s training department is capable of developing custom curriculum from client materials

Pre/post-production training:

• “nesting” training with on the floor mentoring during initial ramp up
• Certification evaluation before graduating from nesting
• Tightly integrated Quality and Coaching loop throughout agent tenure to insure all metrics are optimized
• Supervisory training for agents that are selected for management roles
• Self-training via e-learning modules delivered through KnoahsARK
• Classroom training for refreshing skills or cross training to new skills