Language Testing Process for Enhanced Call Center Performance
Exceptional customer service hinges on clear and precise communication. At Westshore BPO, we prioritize evaluating language proficiency to deliver the highest quality service. Our rigorous testing process ensures our agents will meet and exceed your expectations.
Language Evaluation Overview:
Westshore BPO has partnered with Rubrica Testing, a US-based third-party language proficiency testing provider, to evaluate and support us in maintaining language proficiency among our call center agents. This partnership serves two primary purposes:
- To thoroughly evaluate the language proficiency skills of our agents in the areas of listening, speaking, reading, and writing, as well as their ability to clearly convey information and communicate with empathy.
- To maintain a consistent standard of language ability among agents, ensuring uniform service quality.
Language Evaluation Process:
- Pre-Hire Assessment:
- Language Proficiency Testing: Prospective agents are required to undergo language proficiency testing that aligns to the roles they will be supporting. The tests have been designed to evaluate language skills specific to a customer service context. Voice agents must pass a listening comprehension screener as well as a speaking evaluation. Chat agents are required to pass a reading comprehension screener as well as a writing evaluation.
- Minimum Proficiency Score: All agents must achieve a minimum score of B2 across all sections of the test, as defined by the Common European Framework of Reference for Languages (CEFR).
B2: Can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers quite possible without strain for either party. Can understand the main ideas of complex text on both concrete and abstract topics, including technical discussions in his/her field of specialization.
All speaking and writing tests will be scored by highly trained human raters who provide individualized feedback on candidates’ areas of strength and weakness
- Training and Development:
- Language Training: After hiring, agents participate in language training programs designed to address linguistic weaknesses. These programs include regular training sessions, workshops, and language immersion activities.
- Continuous Evaluation: Agents receive continuous feedback and undergo regular assessments and mock calls to monitor progress and identify areas for improvement.
- Quality Assurance Checks:
- Live Call Monitoring: Our quality assurance teams conduct random checks on live calls to ensure agents apply their language skills effectively in real-time interactions.
- Feedback Loop: Feedback from quality assurance checks is shared with agents promptly to drive continuous improvement.
- Customer Feedback Analysis:
- Identifying Trends: We analyze customer feedback, particularly language-related concerns, to identify trends and areas for further enhancement of the language testing and training process.
- Language Proficiency Certifications:
- Recognition and Reward: Exceptional agents who demonstrate outstanding language proficiency are awarded language proficiency certifications. These certifications serve as recognition of their skills and can be used for career advancement.
Conclusion:
Our language evaluation process is an essential component of our commitment to delivering superior call center services. It guarantees that our agents possess the linguistic skills needed to communicate effectively with your customers, enhancing their satisfaction and loyalty. By choosing Westshore BPO, you are selecting a partner dedicated to providing top-tier customer service, helping your business thrive in a competitive market.