People & Culture

Recruitment is where it all begins. Xceed firmly believes that quality people are our organization's assets. Therefore, we understand the importance of acquiring the most talented people like you, to work with us. Conscientious professionals are the foundation of our vision, which has always been to offer the highest level of service, exceeding our client's expectations and encouraging them to maintain a reliable business partnership.
We believe our recruitment department's success is derived from its harmonically structured segmented staff and functions: recruitment, HRIS, process improvement, learning & development, and employee engagement. Throughout the whole selection process, Xceed measures the candidates' skills via multiple assessments. These assessments are designed to identify the top customer service skills our representatives need, including speaking skills, empathy, adaptability, communication skills, use of positive language, patience, and many more.

Xceed provides training that tackles in depth customer service skills, this is held in class room training and on-job trainings and tested it in several milestones that is considered to be gateways for continuation of employment and certification for the job and as an evidence to Xceed's keenness on extensively training the agents on the culture and industry of the clients they serve, it is for example demonstrated in the "The Orientation" training which aims to introduce the candidates to the Xceed and Clients cultures in terms of Vision, Mission & Values, supportive to the Clients's business objectives along with the rules & regulations, quality standards, communication plan where, it is clearly communicated to the agents what is the expected behaviour accordingly.

Quality Xceed Quality team measure and manage the customer service skills starting from certifying the agents before pursuing their job responsibilities and also monitoring agents' calls that takes place on regular basis with quality reports and feedback on periodical basis, in addition to the calibrations with the Contact Centre management. Call Centre Team leaders, Supervisors & Managers always measure and manage customer service skills through providing on-job "remote monitoring and side by side" and off-job coaching for agents to improve customer service skills. All the above approaches are consistently applied on all levels; recruitment, training, quality & call centre management, also they developed and implemented by a team of qualified Customer Service experts of management staff, supervisors and specialists to ensure that the customer service culture and values are maintained in a consistent manner, In addition to all that, placing some signs for Clients's products, vision & mission, Cultures & Values among the call centre floor, would highly simulate Clients environment and accordingly helps motivating the agents.