While the primary purpose of recruitment is to find the best people and reject those who don’t make the grade, the process also needs to be efficient - reducing time and costs of the recruitment process without impacting quality.
Choosing the right communication screening tests can be a nerve-wracking decision for many recruitment managers. How do you make sure you are getting people with the right skills at the right level? How do you check that your recruiters are doing a fair job in the selection? And how do you ensure the whole process is efficient?
Communication assessments in recruitment play a crucial role in helping recruiters hire the right talent for their organizations. With a proper assessment in place, it is easier to identify top communicators – the ones who are likely to establish a connection with customers fairly quickly and the ones who can perform even in the most complex accounts.
If you have found yourself wondering what can be done to make your communication training more effective, you are not alone. Many organizations spend days and sometimes weeks training agents how to effectively interact with customers. Yet when they hit the floor, business metrics like CSAT or NPS show all too painfully that something is wrong.
Topics: BUPLAS Training
Recruitment is a constant balancing act between not hiring underqualified candidates, and not rejecting the qualified ones. With such high stakes, it’s both surprising and worrying how poor many hiring and assessment practices are out there.
When we talk about process and communication issues, most leaders admit that they often resort to training as the first solution. And why not? With a solid training program, you can easily improve performance, address communication breakdowns, and disseminate process updates. So the benefits are many.
Next. Next. Next. It’s the awful “I just want this to end so let’s click next” experience that all professionals go through when completing a mandatory elearning module.
**This article is reposted with permission from Dr. Jane Lockwood - Training Industry Magazine**
A high standard of spoken English is a key commodity in contact centers and shared services, but achieving this standard can be a challenge in offshore operations, where customer service representatives (CSRs) speak English as a second or even third language.
Did you know that:
- Over two million CSRs are employed in English-speaking contact centers in India and the Philippines alone?
- CSRs mostly deal with customers in USA, UK, Australia and New Zealand – all English-speaking countries.
- English communication training and assessment costs are estimated at more than $300 per employee per year.
These large investments are intended to measure and improve the language skills of this CSR workforce, but most organizations have no way to tell if the tools and processes they use actually impact business performance.