During the hiring process, we aggressively aim towards identifying future leaders. There is a rigorous aptitude test that allows us to measure a potential employee’s ability to learn the business and a strengths finder survey which draws a clear picture of the positions that are the best fit for an individual. They then engage in a lengthy interviewing process called Top Grading. This interviewing model shows long term success for not only Appletree but for the potential employee.
Every new employee starts their career at Appletree with a minimum of 40 hours of agent training. This ensures a fundamental understanding of our core business. Being a 24/7 company, we pride ourselves on being the “answer” in a disaster type situation. It is critical for all of our employees to be able to step in and do the most basic of jobs, therefore, continuing to provide the level of service we commit to each of our customers.
Monthly and quarterly skills assessments, along with a quarterly Personal Development Plans foster an open communication style of management, while inviting the employees to share their concerns. The PDP documents the interests and stretch goals, while putting together a roadmap to achieve those goals.
Appletree University is a repository of education materials, examples, voice recordings and detailed “How to’s”. Appletree instituted an education goal of 10 hours a month (paid time) for our employees and a number of classes, webinars, and reading materials were made available to aid our employees in achieving their personal and professional education goals. |
