Hiring and Training for Sertec Customer Service Representatives Sertec's proven hiring and training procedures have resulted in top-quality call-center employees with an average tenure of more than three years. Each applicant for a Sertec position is pre-screened using Sertec's proprietary HireLine. Previous customer-service experience is a requirement, and some college education is typical. Applicants who pass the pre-screening come to Sertec's offices for assessment, which includes I.Q., grammar, spelling, typing, and language-skills tests. Applicants who pass these tests are personally interviewed before hiring decisions are made. On average, one in 50 applicants for Sertec positions is hired. Each new Sertec CSR receives at least four weeks of individual and small-group training, which includes classes in providing excellent customer service. On-the-job training continues, as each new CSR begins to take calls from clients under the supervision of experienced mentors and Team Leaders. All CSRs - regardless of tenure with the company - are randomly monitored to ensure that clients receive experienced, professional service. Full-time monitors use Double Vision Technology, allowing the monitor to hear the CSR's calls and, at the same time, see the CSR's keystrokes on the computer. After each monitored call, the CSR is given a written assessment during a discussion with the monitor, who coaches the CSR on areas that could be improved. Selective hiring and extensive training help Sertec hire and retain the best employees. Frequent pay increases are based on quality of service provided - not on speed or the number of calls handled. Multiple incentive programs - CSR of the Month, Treasure Chest, etc. - are used to ensure that professionalism, motivation, and service remain at their highest levels. Sertec's calls are live answered, 24 hours per day, 365 days per year. Hand-Scan Technology is used for scheduling efficiencies. There is a one-to two-ring average speed of answer; many callers never hear the phone ring. In Sertec's two call centers, there are zero blocked calls. The caller never hears a busy signal. All Sertec's CSRs work in teams with five levels of management for call escalation. English and Spanish on site; 140 other languages are available through "Language Line" services.