Companies with large customer service operations have been moving their outsource service providers offshore to achieve greater efficiencies. However, customer expectations are not easing – in fact, for many companies, customer service demands are increasing. Many organizations that move CS to India, the Philippines, or Latin America often run into customer service problems because agents aren’t able to communicate effectively with customers. These companies have learned the hard way that they must set standards and implement effective screening for English communication skills.
In this webinar, find out WHY companies are switching from informal screening methods to standardized, automated testing for English communication skills, and learn HOW they are using these methods to strengthen their recruiting processes. We will share examples and testimonials from several companies who have made the switch. Based on the lessons learned, we will provide guidelines for how your HR team can help your company avoid the problems and achieve these same results.
This webcast has been approved for 1.0 General credits through HRCI
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