Why Language Assessment for Call Centres Matters

Pipplet • 20 juillet 2020

We live in a world that’s more connected than ever before. Current circumstances aside, it’s never been easier to travel to new countries and get in touch with people around the world. For businesses, this presents an opportunity to explore new markets and reach new customers. Yet there are also challenges. For example, how do you maintain a high level of customer care with a multilingual user base? We take a look at why language assessment for call centres matters, from candidate onboarding to customer satisfaction.

Language assessment for call centres matters to both customers and staff members

Multilingual customer care – the benefits 


According to some experts, more than half of the world’s population can speak at least two languages. As such, it’s highly likely that at least some of your customers speak a language other than the local native language at home. When it comes to customer care, the ability to communicate in their preferred tongue can be invaluable. 


One study showed that 70% of end-users felt more loyal to companies that provide support in their native language.  With support in multiple languages, customers feel more comfortable communicating with you, more likely to recommend you, and more loyal to you if you can mutually understand each other.


From a call centre recruitment perspective, finding the people who can provide a level of customer service that accounts for a multilingual customer base is more likely to lead to client satisfaction. It’s also going to give you an edge of those competitors who can’t match your level of service. 


Whether it’s technical support, product enquiries, or other types of service, the ability to provide a human voice in a preferred language clearly brings many benefits. As such, if you’re onboarding new staff or focusing on candidate orientation, language assessment becomes an essential tool. 

Why language assessment for call centres matters

The benefits of multilingual customer care. Caption: Offering multilingual customer case brings many benefits

 So, we’ve seen why offering customer support in multiple languages is beneficial. But how does this relate to the staff members working in your call centres? 


It's clearly essential that your customers and clients feel satisfied with the level of service you offer. However, it’s equally important that your staff members feel that they fit into this process. Language assessment for call centres matters because it helps you find the people who will thrive in these roles. 


Let’s take a look at some of the benefits that language assessment can bring to your call centre: 


  • Recruit the right people:  With a service such as Pipplet’s industry-specific call centre, you can find the right people to fill your customer service vacancies. These assessments give you the chance to test the oral and written communication skills of multiple job applicants across a variety of languages. When you’re looking to build a team capable of offering multilingual support, these tests can help identify the right candidates based on relevant questions. It makes the recruitment process more streamlined and accurate. 
The benefits of multilingual customer care. Caption: Offering multilingual customer case brings many benefits

  • Reach your customers: By assessing the language skills of your call centre teams, you can ensure that you can reach your customers in a language they’re comfortable in. Whether it’s during the hiring process or as part of your staff’s professional development, language assessment for call centres benefits everyone. You can start building a reputation as a brand that speaks the language customers understand, securing repeat business, positive interactions, and a higher chance of a positive referral. 

  • Staff satisfaction: It’s not just your clients who can benefit either. Your customer service reps can feel confident in their communication skills by acing a test that’s relevant to their role. Whether it’s during the hiring process or as part of your staffing solution, it gives applicants and employees a chance to prove themselves and their abilities. This means they will ultimately be more comfortable when dealing with a variety of customers, no matter what language they speak.

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