IDEAL Voice 2.0 Proves Breakthrough Methodology in Call Center Hiring

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The Ideal Dialogue Company has pioneered a new scientific model for selecting the agent candidates most capable of being influential, dedicated, engaging, articulate and likeable to customers. The company’s IDEAL Voice agent audition system integrates with a counterpart training system, IDEAL Agent. Both systems are based on extensive research in the science of human perception as it relates to communication and vocal habits. Feedback from IDEAL Voice clients has offered consistent proof of IDEAL Voice’s effectiveness.

In over two years of independent research into customer perception*, we have isolated the 23 attributes of the human voice responsible for creating positive perception, especially the potential for engaging interaction

The Ideal Dialogue Company announced today the latest release of their flagship solution built to optimize call center agent hiring. IDEAL Voice 2.0 builds on its own previously successful evaluation platform which keys into a candidate’s ability to demonstrate social competence. The system provides comparative feedback of vocal perception, accent level, and overall potential to engage customers in effective dialogue.

“In over two years of independent research into customer perception*, we have isolated the 23 attributes of the human voice responsible for creating positive perception, especially the potential for engaging interaction,” stated Dr. James Keaten, head of research for the Ideal Dialogue Company. “This has allowed us to build a reliable and powerful methodology for evaluating and predicting the vocal ability of agent candidates.”

IDEAL Voice captures scripted and unscripted speech during the recruiting process. Analytic reports show how each candidate scored across multiple dimensions. This report data provides a strategic basis for hiring and training decisions.

IDEAL Voice 2.0 includes expanded reporting, including the capability for central managers to see results from multiple locations. This function enables hiring managers to assess and compare recruiting effectiveness at each site within their organization. The new release also brings enhanced reporting for use in training initiatives and integrates with the Ideal Dialogue Company’s IDEAL Agent training system. This seamless, voice-based staffing approach is being hailed by its users as a revolutionary solution for finding and fostering highly engaging agents.

“IDEAL Voice 2.0 represents a breakthrough in the ability to recruit and select the right agents for call center positions,” said Ted Nardin, president of the Ideal Dialogue Company. “In our industry the voice is everything, and preserving brand image has everything to do with selecting the right voice. We would never think of selecting a spokesperson for a TV spot who doesn’t have an engaging voice. We should be as discerning when selecting a call center agent who engages with thousands of our customers every month.”

IDEAL Voice is used in domestic, near shore, and offshore call centers. It has proven to expand the hiring pool while improving the quality of candidates.

About The Ideal Dialogue Company
Based in Tampa, the Ideal Dialogue Company was established in response to an extensive research project that revealed a pivotal need for a new generation of agent selection and training philosophies. The company is made up of experts from the call-center industry, communication science academia, and corporate training. Ideal Dialogue Company solutions are currently used in call centers in the U.S., as well as Europe, India, The Philippines, and Latin America.

*Perception research report available at http://www.idealdialogue.com/IDEALVoiceValidityandReliability.pdf.

Ted Nardin can be reached by email at ted.nardin (at) idealdialogue (dot) com or by phone at 800-648-5526.

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