The CSR hiring process is still the same, but I’ve now delegated most of the steps to our lead CSR.
1. Post job on onlinejobs[.]ph.
2. Invite every candidate who replies to complete a one-way video interview at onewayinterview[.]com.
3. Mark good candidates, which automatically sends them an invite to book a live interview via a cal[.]com link.
4. Conduct interviews on Google Meet and select the best candidate.
5. Onboard through our internal LMS — 16 hours.
6. AI roleplay calls at yoodli[.]ai – 8 hours.
7. Live work under lead CSR supervision — 5 shifts.
Done.
We’re hiring 1 more CSRs. Right now, we have 4, but some shifts are still uncovered. In August, we missed ~4.5% of calls — mostly because the operator was already on another call and no second operator was on shift.
Goal: Reduce missed calls, give more attention to incoming leads and follow-ups, increase close rates, and lower our average CAC.
Numbers:
Our best CSR costs ~$1,350/month.
If adding one more CSR increases our lead-to-job conversion rate by 5 percentage points, we could book about 4–5 more jobs daily.
That’s an extra $40–45K/month in revenue.
And we can achieve this without increasing the ad budget.