Hear the complaint get handled. Then read it.
InterviewRoom runs a spoken screen for agent hiring. The interviewer follows up. You get four scores out of 5 and the transcript. Audio is discarded. The camera stays off.
The rubric a voice process can use
A sample turn, so the columns below have something to point at. It is an illustration, not a stored candidate.
Caller. You charged me twice for a plan I cancelled on the 2nd. I have the SMS.
Candidate. I can see a cancellation request on the 2nd and a renewal on the 3rd. I will not refund it from this call. I will raise it against that SMS and the desk will confirm by tomorrow. Is the number on the SMS the one we have?
A follow-up asks what they would do if the SMS were for a different number. A candidate who only repeats “I understand your concern” has nothing new to say.
| Score, out of 5 | What it is listening for | What it is not |
|---|---|---|
| Clarity | Could a customer follow the sentences without asking the agent to repeat them? Pace and calm sit here. | Accent as a score. A words-per-minute target. A face. |
| Specifics | Did they hear the complaint? A billing dispute answered with the policy they were given is a specific. A canned greeting is not. | Politeness with no detail. |
| Structure | Did they own the problem before offering a transfer or a refund? The order of the answer is the de-escalation. | A script recited in the original order when the customer had already moved on. |
| Bar fit | Did the answer match the bar in the job description the desk attached, including what this queue is allowed to promise? | A score from a rubric the desk never wrote. |
The desk attaches the complaint the queue actually gets. Every candidate hits that situation, then a follow-up.
Bar fit uses the job description you attached, including what the agent is forbidden to promise on the call.
Gurugram, Noida, Jaipur, and Indore desks read the same words. There is no recording to forward to a client.
Use the scores to decide which transcripts to open first. The offer still comes from the hiring lead.
What operations asks
- Is this a spoken-English certificate?
- No. Clarity is one of four scores out of 5. It is how understandable the answer was in that conversation, not a words-per-minute certificate and not an accent grade.
- Can the screen use our call script?
- Yes. Attach the job description and the situation you want every candidate to hit, such as a billing complaint. Bar fit is scored against that, not against a generic customer-service essay.
- Do you have an office in Gurugram, Noida, Jaipur, or Indore?
- The interview is a browser link. Those cities are where the hiring desks are, not sites we staff. The candidate does not install an app.
- Can a low score reject someone automatically?
- It should not. The hiring lead reads the transcript. The score is the order they read in. Ending the interview early still produces a transcript and a score.
Send the complaint you already use in training
That text becomes the room. Agency hiring, as distinct from a campus batch, is described on the staffing page.