Client Care & OPS
Name 3 operational roles?
(Agent, Team Lead, QA, Supervisor, OPS Manager)
How many years has Redial been in business?
5 years, March 2017
A phone rings and a walk in arrives, which one do you attend first?
The walk in
What is our company dress code?
(Semi-Formal, Dress shows Monday-Thursday - Casual Fridays)
Who are our 4 trainers?
Mexicali: Nathaly Palma, Jorge Ramos
Tijuana: Gina Muñoz, Ana Cuevas
Define an LOB (Line of business)?
(Products or services offered by a business.)
Who are the founders of Redial?
Chris & Jason Heil
Name at least 5 sources we use for recruiting purposes.
(Facebook, WhatsApp, Email, Indeed, LinkedIn, Instagram, Referrals)
How long is the waiting period for a rehire?
6 months
What are the 2 types of hiring sources?
Internal and External
Name all 4 OPS Managers in TJ & MXL?
Angel Flores (CreditServe), Alberto De Luna (Zen, Frontline, Fidelity), Roman Fernandez (Soaren MGMT), Erik Gonzalez (TPS, Triumph)
What’s the 1st campaign Redial managed?
Data Insure (Appointment setting)
What is the ideal time frame to recruit a class?
2 weeks
Where is cellphone usage strictly NOT allowed?
Operations
Who’s the big boss?
Jorge Casarez
What are our different LOB’s?
(Customer Service, Collections, Loan Processing, Loan Verifications, Appointment Setting aka Lead Generators,)
What city in California does Redial originate from?
San Diego, CA
Name the 2 top databases we use to document information.
UKKO and Excel Pipeline
What are agents NOT allowed to have in their work stations?
Food, Open containers
Name our site directors and 5 administrative managers.
(Diego Gutiérrez and Maggie Quintero) Tania Ruiz (HR), Cynthia Jauregui (MKT), Sergio Montoya (IT), Brenda González (OD), Sergio Camberos (Finance)
Who are our current clients and CSM?
(Soaren, CreditServe, ZenResolve, Frontline, Fidelity, Triumph, TPS)
Name all the R.E.D.I.A.L. values (6 words)
Reliability, Empowerment, Determination, Integrity, Authenticity, Loyalty
Name 10 rejections and elaborate the reasoning behind each one.
(No show for interview, Poor job history, No show for training, Incomplete documentation, English level insufficient, Low typing PC skills, Payroll bank issues – debt, Poor attitude, No contact several attempts, Not interested in activity, Higher salary expectations, Rehire unapproved, Law student, History of lawsuits, Health risk.)
What dress type is NOT allowed for women and men?
Women: Sandals, Mini Skirts "Cleavage"
Men: Shorts, Tangtops
Name all 7 administrative departments.
(Recruitment, Learning Development (training), Human Resources, Marketing. Organizational Development, Information Technologies, Finances)