Employee Screening:
Prior to formal Orientation and Training, all prospective employees are given the Select Assessment for Customer Service (SACS). SACS evaluates how well a person will perform entry- to mid-level customer service and sales job functions. Evaluations are based on specific requirements of positions within call centers. SACS also functions as a development tool for current agents.
During the five years of development, Select International conducted extensive scientific research and tests to validate SACS against various job functions and industries, with major contributions from call center management and agents.
Call Monitoring:
Administrative, Sales, and Management staff participate in a rotating schedule of call monitoring, and write detailed monitoring reports that address both strengths and weaknesses of each caller. When a monitoring report is complete it is then forwarded to the calling room managers. All calling is immediately halted, and the contents of the monitoring report are reviewed with each caller. Any necessary re-training or script and rebuttal clarification are given before calling is restarted. Pledge Recording:
At the point a gift or pledge is accepted, the donor is notified that recording for quality assurance will begin. The segment of the call in which the donor makes the commitment is digitally recorded. These recordings are immediately available to all management staff, and are returned to you, the client, on the Return Data disk provided at the end of the project.
Pledge Verification:
One hundred percent (100%) of all pledge recordings are reviewed and verified by a group of DirectLine staff every morning. No pledge acknowledgement is sent until this verification has occurred.
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