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.
|Customers demand excellent communication skills. Call centers need to hire effective communicators. These are two critical conditions that on shore or offshore contact centers require when testing English skills and hiring the best talent.|
However, while most call centers use traditional communication assessments for screening, these carry two enormous risks:
- Excluding best talent
- Selecting poor communicators
This post looks at three useful ways you can follow to enhance your recruitment process and ensure your call center assessment test is helping you meet customers’ demand.
Topics: Call Center Assessment