Quay Call Centre Appointments

• Training
• Skills Assessment
• Recruitment
• Outsourced Facilities
  provide a complete Call Centre solution.

Call Centre Solutions

Because we specialise in Call Centre recruitment we understand the unique blend of skills, experience and personal attributes required in Customer Contact personnel. Our expertise is providing accomplished personnel whose skills, talents and experience match your position by compiling a comprehensive profile of your Customer Contact business operations.

We take a holistic approach to:

• Recruitment and selection criteria
• Critical skills and competencies
• Training and development need
• Team Dynamics

How We Recruit

Our personal approach ensures the costly problems associated with the complex and time consuming recruitment process are minimised. Our qualified consultants conduct telephone evaluations, interviews, background checks, skills and personality assessments to match the correct Customer Contact people to your needs.

Quay's Holistic Process

Quay Appointments recognises that Call Centres are an industry with specific "personality and attitude" requirements for personnel to do well. Quay Call Centre Appointments' holistic approach to assessment and testing enables us to carefully consider our clients' requirements and our candidates' individually, which alleviates the problems that are often associated with blanket methods of candidate evaluation.

Simulated Call Centre Assessment and Training Facility

Quay Call Centre Appointments' assessment and training facility is designed to tailor skills and personality assessment to meet the competency requirements of your Call Centre by replicating your screens and providing telephone role situations which reflect the inquiries you receive. We recognise Call Centres require staff with special skills and not just people to answer telephones.

How We Assess

Quay Call Centre Appointments' methods of profiling and assessing suitability of candidates has been tested and used by major service providers across Australia and overseas. Our process is based upon candidate's response to a key range of situations and depends upon the demands of the position.

Assessment Process

The assessment is used to consider candidate's different traits, aptitudes and abilities, and how their differences influence their work performance and preferences. It may incorporate:

• Screening Assessment
• Personality Profiling
• Behavioural Assessment
• Role Play Assessment
• Verbal and Numerical Reasoning

Psychometric Testing

Psychometric testing is available and varies according to the position. It may include:

• Tests of ability - such as tests of verbal and numerical reasoning
• Personality Profiling - does the candidate have the innate traits to make them excellent performers on Call Centre and Customer Contact roles?

Role Plays

Our role play programs are conducted in our simulated Call Centre environment which can be customised to reproduce specific client requirements.

Skills Testing

Quay Call Centre Appointments' testing and training facilities enable us to ascertain the range and depth of candidates' skills through the complete testing process of their keyboard, data entry, PC and other technical skills, depending upon the requirements of the position.

Evaluation

We follow up by providing you with a full report and analysis of the data gathered showing candidate's suitability for specific jobs or roles, relating it back to your requirements. We present the information gathered in a way that is easy to interpret and apply, including:

• Resumes
• Assessment Results
• Psychometric Testing Results
• Skills Test Results
• Role Play Results
• Interview Notes and Comments

Call Centre Training

Our response to industry growth is our fully operational Call Centre which provides candidates with the opportunity to see how a Call Centre really works, together with accredited Call Centre training courses. You can send your staff to our courses or use our facilities to conduct your own training. To meet the market demands for training Customer Contact Representatives our courses include:

• Negotiation
• Rapport Building
• Telephone Techniques
• Telephone Sales
• Complaint Handling
• Listening Skills
• Stress Management

We also develop individual courses to suit clients' requirements and provide ongoing training for existing Call Centre staff to be effective operators, cross-sellers and up-sellers who are invaluable to your business.

Outsourced Facilities

Should you need to outsource a telephone sales or customer response campaign our 10 seat facility is fully operational, staffed and ready to go immediately.

Ongoing Support

Our role doesn't end when we have placed your Call Centre staff. We will continue to work closely with you and your staff to give you all the support you need.

Quality Assured

As part of Quay Appointments Pty Ltd, the superior service we offer has been well recognised. Quay Appointments are Quality Accredited under ISO 9002. As a Quality Accredited Service Provider, we are committed to maintain our Quality Standards. Our service is therefore regularly reviewed, monitored and measured.