Why Language Assessment for Call Centres Matters

 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. 

• 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.