How Armatis Standardized Their Recruitment for Multilingual Customer Service, with Pipplet
Discover how Pipplet helps Armatis, a major player in international customer relations, optimize its recruitment process.
Armatis has been specializing in outsourced customer relations since 1989. As a company 'made in France' with a global presence (11 sites in France and 11 sites abroad), Armatis provides comprehensive support to partners in various sectors, including e-commerce, fashion, energy, telecoms, and public services. With a team of 9,000 experts, Armatis is driven by a shared vision of 'Your Customer First,' prioritizing excellence and customer satisfaction.
Every day, Armatis' customer service representatives cater to a diverse customer base, communicating in seven languages: English, French, Spanish, Portuguese, Italian, German, and Dutch. To ensure their representatives have the necessary language skills, Armatis relies on Pipplet's assessments, which offer a standardized and efficient method for evaluating candidates.
We sat down with Laure Carreyre, recruitment manager at Armatis Bordeaux, to gain valuable insights into the company's recruitment process and its successful integration of Pipplet.
A Reliable Hiring Process for Effective Customer Service
The hiring process at Armatis starts with an evaluation of candidates' computer skills for managing mail and chat support. They also assess essential soft skills like customer-oriented communication, empathy, problem-solving, and adaptability.
For positions requiring
specific language skills, candidates may undergo the Pipplet assessment.
According to Carreyre, "Candidates' language skills mentioned on their CVs may not always be accurate because it's difficult to accurately gauge one's own language level. With Pipplet, we can objectively assess candidates' ability to meet our clients' language expectations."
Since 2018, Armatis has relied on Pipplet for foreign language assessments, using it not just in France but also in their offices in Poland and Portugal. By using Pipplet, Armatis ensures a standardized and dependable hiring process across multiple locations.
Hiring Based on Skills, Not Diplomas
Armatis acknowledges that a candidate's potential cannot always be accurately assessed based on their diploma or prior experience. By placing emphasis on key skills, the company's recruiters can widen their candidate search and concentrate on the qualities required for effective customer support.
To enhance the hiring process, Armatis offers
integrated onboarding and role-specific training to candidates, ensuring a comprehensive and all-encompassing experience. This approach enables new recruits to begin their roles under optimal conditions.
"At Armatis, we prioritize equal opportunities by recruiting without relying on CVs," explains Carreyre. "Additionally, we provide comprehensive training to all our new recruits, covering their job responsibilities and associated products."
Tailored Recruitment & Rewards Based on Language Proficiency
Armatis' recruitment managers have the flexibility to determine the required language skills. They usually prioritize candidates with C1 and C2 levels in the CEFR, but sometimes accept B2-level candidates as well. Candidates with the highest proficiency often receive permanent contracts. The recruiter can easily access and share the Pipplet test reports with the candidates.
To ensure excellent service quality, Armatis encourages its staff to improve their language skills. At Armatis Bordeaux, new hires who demonstrate foreign language proficiency in the Pipplet test receive a language premium based on their results. B2-level profiles receive a bonus of 70 euros, while C-level profiles receive 150 to 200 euros, depending on the language's rarity in the market.
In this way, Armatis values employees' language skills right from the recruitment process.
Armatis and Pipplet: A Partnership Based on Trust and Support
Armatis chose Pipplet for its talent acquisition and management needs based on the reliability of its assessments and its availability in all the required languages. The exceptional technical support provided by Pipplet, with access to human assistance instead of automated chatbots, enables recruiters and candidates to promptly address and resolve queries. This not only safeguards the company's employer brand but also ensures a seamless candidate experience.
As Carreyre expressed, "We have a great relationship with Pipplet. Whenever I have a question, I receive a quick response from someone who understands and efficiently resolves the issue. It's not a robot; the support is much more efficient and pleasant!"
Additionally, the Pipplet multilevel test is designed to cater to both native and non-native speakers, striking the right balance between test difficulty and accessibility. This approach guarantees an objective assessment of candidates, making Pipplet an indispensable component of the recruitment process.
In Conclusion
Pipplet has been instrumental in helping Armatis streamline its multilingual recruitment for its customer-facing positions, ensuring consistent and high-quality support for its high-profile brands. By providing accurate language assessments and unparalleled technical support, Pipplet continues to be a key player in Armatis' success in the competitive global market.
How Can Pipplet Help?
At Pipplet, we know that a multilingual workforce enhances communication, operations, and customer satisfaction.
Use Pipplet's language assessments to standardize and streamline your recruitment process across
40+ languages, receive evaluation reports, and gain insights into candidates' communication skills and on-the-job performance.
Learn more about how Pipplet can enhance your winning formula for
customer service hiring.
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