Catalogers of the Year

To find employees who relish working in the Headsets.com environment, applicants are asked to supply more information than a usual application would offer. They also are given IQ tests, and they spend a half-day in the office listening to calls and meeting other CSRs. Applicants then must complete forms that ask them to evaluate each customer call they’ve heard. In this way, says Faith, managers can determine applicants’ listening skills and level of patience.