Driving Quality in Offshore Customer Service Staffing: Screening for the Biggest Skill Gap—Language!

Topic: Driving Quality in Offshore Customer Service Staffing: Screening for the Biggest Skill Gap—Language! Date: September 21, 2010 at 11:00 - 12:00 PM ET

Description

Customer service leaders must ensure they can maintain a high quality of customer care when moving customer service operations offshore. Finding employees with strong English communication skills is critical, yet in most offshore markets 50-75% of applicants aren’t proficient enough for call center positions.

Because of this, English testing is fast becoming a standard part of the hiring process for offshore customer service. In this webinar, find out WHY this has emerged as a priority for global HR teams and HOW HR is determining what they need to do and finding screening options that are both efficient and cost effective for high volume recruiting, while delivering high quality, accurate results.

This webcast has been approved for 1.0 General credits through HRCI

Who Should Participate

Customer service leaders
HR executives responsible for customer service groups
Recruiting and HR managers responsible for finding and hiring customer service talent
Training and development professionals who manage language and communication training programs for offshore customer service

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What You Will Learn

Why you can't assume English skills in offshore locations will be acceptable for customer service and the reason that English language is becoming a top screening priority for offshore customer service agents.
The business benefits of using English testing in your hiring process - benefits like streamlined recruiting, reduced pressure for new hire training, lower turnover because of a language skill gap, and increased CSAT scores due to better communication skills.
How and why companies are implementing automated English testing in their offshore recruiting process.

Sponsored by

Sponsored by

Pearson, a global leader in education, also has one of the largest high-stakes testing businesses in the world. VersantTM is Pearson’s family of automated spoken and written language tests. The Versant English Test is one of the most widely used voice assessments for customer service employees, enabling the HR and recruiting managers at companies like Dell, Capital One, Teleperformance, Genpact, and Convergys quickly and accurately measure spoken and written English skills for hiring and training purposes. Versant has been recognized by the American Teleservices Association with their Technovation Award and by TCM for a CRM Excellence Award. Versant tests provide an unbiased and cost effective testing experience, with accurate and reliable scores that are available within minutes. Because the tests can be taken by telephone or computer anywhere, anytime, Versant provides a scalable, enterprise option to screen agents and protect the quality of its customer experience.

Presented by


		Mark Engelter Pearson Knowledge Technologies View Profile

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