X T E N D O P S

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Agent Spotlight

We aren’t focused on fancy buildings or excessive marketing campaigns, we invest in what actually drives performance: People. We recruit the best people, invest in their development, and empower them with technology. We also pay them more.

Measuring Candidates On What Actually Matters


Resumes don’t tell the full story.
Through our rigorous, multi-step screening process, we make sure to identify the best talent.

1. Communication and People Skills

  • Personality and Culture Fit Screening
  • Language Proficiency Assessment (Comprehension, Written and Verbal)

2. Aptitude Measurement

  • Internet Usage Adeptness
  • Typing Speed and Accuracy
  • Computer Usage Proficiency
  • Program-Specific Skill Assessments

2. Aptitude Measurement

  • Internet Usage Adeptness
  • Typing Speed and Accuracy
  • Computer Usage Proficiency
  • Program-Specific Skill Assessments

3. In-Person Screening

  • Call / Chat Simulations
  • Line Interviews
  • Client Interviews
  • Background Check (Pre-Employment Screening)

4. Training and Academy Bay (Nesting)

  • Training Agreement
  • Written Assessments
  • Graded Task Simulation (ABAY Quality Glidepath)
  • Controlled Live Production Task Handling (ABAY Quality Glidepath)

4. Training and Academy Bay (Nesting)

  • Training Agreement
  • Written Assessments
  • Graded Task Simulation (ABAY Quality Glidepath)
  • Controlled Live Production Task Handling (ABAY Quality Glidepath)

A Performance-driven Culture


We aren’t focused on fancy buildings or excessive marketing campaigns, we invest in what actually drives performance: developing our people and paying them more….

Employee Training Life Cycle

  • New Hire Training (Language and Soft Skills Training; Product and Process Training)
  • Academy Bay (Simulated and Controlled Live Production Certification)
  • Glide Goals (30-60-90 Day Quality Monitoring and Iterative Training)
  • Continuing Education (Cross-Skill and Upskill Training)

Growth Opportunities

  • Self-Guided Courses (Customer Experience, Technical Expertise, Tools Training)
  • Leadership Learning (Apprenticeship Program, Leader Workshops, Trainer Certification)
  • Certification Courses (COPC Customer Experience Best Practices, Lean Six Sigma for Yellow Belt, Lean Six Sigma for Green Belt)

Competitive Benefits

  • Highest Paid Regional BPO
  • Health Insurance including Dependents