Goodfit

Agent hiring and training for contact centers and BPOs

Goodfit interviews every agent applicant by phone or web, on any shift, and scores each one out of 10. New agents practice hard calls with an AI customer before go-live. At the end of nesting, Goodfit calls each new agent to ask how it is going, so a team lead hears about problems in time.

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Free · Email code to start · Uses your mic · Up to 3 minutes

Trusted by HR teams at 300+ companies

What hiring for a new client program looks like

# agent-hiring

Today
8 unread

  • SamRecruiter8:50 AM

    New client goes live in 3 weeks. Need 120 agents 🎧

    😵‍💫3

  • SamRecruiter9:30 AM

    900 applications since Friday. Phone screens: me 📞

  • ChrisQuality lead10:45 AM

    Week-one agent told an angry caller to “calm down” 🙈

    😬4

  • MorganTrainer12:10 PM

    Training batch: 25 started Monday, 19 showed up today 🫠

    😩3

  • JordanOps manager1:40 PM

    Chat queue at 40 mins. New batch types slower than I talk ⌨️

    💀2

  • SamRecruiter3:05 PM

    Night-shift candidate didn’t pick up. Fourth one today 📵

  • AlexSite head4:30 PM

    Can we backfill 30 by Monday? 14 of the last 40 left before go-live 🔁

    🫠3

  • MorganTrainer6:00 PM

    Exit form says “better opportunity”. Again 🤷

With Goodfit

  • Every applicant gets an interview by phone or web, on any shift.
  • Typing and spoken-English tests run in the same flow.
  • New agents practice calls with an upset customer before go-live.
  • A call at the end of nesting shows which agents are unhappy, and why.
  • Exit calls rank why agents leave, by program and team lead.

What Goodfit asks your next agents

The questions come from calls your floor takes every day, like an angry customer, a customer behind on payments or a short-staffed shift. Day and night applicants are scored the same way.

Customer Support Specialist

Goodfit asks

  • “A customer has been transferred three times and starts the call shouting. What are your first two sentences?”
  • “The fix the customer wants is against policy. How do you say no and keep them on your side?”

Scored on

  • Empathy
  • Problem solving
  • Clear speech
Customer Support Specialist hiring guide

Collections Agent

Goodfit asks

  • “A customer on a payment plan says they lost their job last week. How does the call go from here?”
  • “You have 80 accounts to call today and one customer wants to talk for twenty minutes. What do you do?”

Scored on

  • Empathy under pressure
  • Payment negotiation
  • Call control
Collections Agent hiring guide

Team Lead

Goodfit asks

  • “An agent on your team has missed their handle-time target three weeks running. How do you start that conversation?”
  • “Two agents call in sick before a peak shift. How do you keep the queue covered?”

Scored on

  • Coaching
  • Floor management
  • Ownership
Team Lead hiring guide
More roles:Sales Development RepQuality AnalystProcess TrainerTechnical Support EngineerOperations Manager

What Goodfit does for agent hiring, nesting and attrition

Each voice agent gets a CEFR English level

Applicants take a 30-minute English test with reading, listening and spoken answers. Each one gets a level from A1 to C2. You set the lowest level each program accepts.

New agents practice a billing complaint before go-live

An AI customer who was charged twice calls each new agent. Goodfit scores every attempt out of 10. Trainers see who is ready for the floor and who needs another round.

Goodfit calls every agent at the end of nesting

Goodfit calls each agent at the end of nesting and around day 90. You get a list sorted by risk, with each agent’s reason, program and team lead.

Exit calls show what “better opportunity” really meant

Exit calls ask each leaver what made them start looking. You see their words next to the reason HR recorded. Reasons are ranked by program, shift and team lead.

How Zoko hires customer support and success staff

Zoko
“The scoring helps me segment and focus only on the top profiles instead of spending time on everyone.”
Arpit JosephArpit JosephDirector of Growth and Operations, Zoko

~1 day

To shortlist candidates, down from about 10 days

Read the Zoko story

Guides for staffing and keeping a contact center floor

Guide · High-volume hiringThe enterprise guide to high-volume hiring software (2026)What to look for in hiring software when you staff a new program from the first job post to go-live.Read the guideGuide · High-volume hiringHow to reduce time to hire: 7 strategies that workWhere time is lost between application and offer when a client program starts in three weeks.Read the guideGuide · RetentionExit interview questions that get the real reason people leaveQuestions that find the shift, pay or team lead problem behind “better opportunity”.Read the guide

Free to start

Try Goodfit on your next open role

Create a free account, add a job and send the AI interview to real applicants. You get a scorecard for each one with the recording behind every score.

Create a free accountBook a demo
  • 20 free assessments
  • No card needed
  • Set up in minutes

Ready for enterprise HR

SOC 2 Type II compliant4.8 · 1,500+ candidate reviews

SOC 2 Type II

An outside auditor checks our security. Your data is encrypted when stored and when sent.

Not used for AI training

Neither Goodfit nor our AI providers train models on your data.

The same rubric for everyone

Everyone is scored on the same rubric, and accent doesn’t count against anyone. Each score links to that moment in the recording.

No app to install

People join by phone or from a browser link. There is nothing to download.

Works with the tools you already use

All integrations
  • Slack
  • Microsoft Teams
  • Google Calendar
  • LinkedIn
  • ATS and HR systems connected during setup

FAQ

Questions BPO and contact center teams ask

Can Goodfit tell us who is clear on the phone without scoring their accent?
Yes. The interview scores clarity, listening and how the candidate handles the customer. It scores what they say. Their accent does not count against them. Every score links to that moment in the recording. A trainer can listen and decide.
How do we assess chat and email agents?
Add a typing test for speed and accuracy to the same flow as the AI interview. Some agents also take voice calls. For them, add the CEFR spoken-English test. It gives each candidate a level, such as B2, and you set the lowest level you accept.
We hire for night and weekend shifts. Can candidates interview then?
Yes. The interview runs by phone call or browser link at any hour, so a night-shift applicant can do it on their own schedule. Results post to Slack or Microsoft Teams as they arrive.
Can we tell if someone is being helped during a web interview?
Yes. On web interviews, Goodfit checks for another person in view, earbuds or a phone, reading from notes, or an AI browser assistant. Anything it finds shows up on the candidate’s report. These checks do not apply to plain phone calls.
How do new agents prepare before go-live?
They practice with AI roleplay. You set up the AI customers, like someone who disputes a charge or a caller who wants to cancel. Goodfit scores every attempt, so trainers can see who has improved. Once agents are on the floor, Goodfit Buddy sends them two-minute lessons.
When should check-in calls happen for new agents?
You choose when. Many teams call at the end of nesting and again around day 90. At the start of each call, agents hear that their answers will be shared with their name. HR gets a list of who might quit, with each agent’s reason in their own words.

Hire agents for your next program with Goodfit

Every applicant gets the same AI interview. Every new agent practices before go-live. Check-in calls reach agents before they decide to resign.

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  • 20 free assessments, no card needed
  • Then $5 per assessment
  • No seats or annual contract
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