To continue its business momentum, Headsets.com keeps a sharp focus on employee hiring, training and retention.

By Noelle Buoncristiano and Catalog Success

Next, candidates spend half a day in the office listening to live calls and meeting other CSRs. To help managers determine applicants’ listening skills and level of patience, candidates complete forms regarding their evaluation of each call. Says Faith: “We train them to listen, which is more important to us than how they talk.”