The Need for Language Evaluation in Customer Service Recruitment
Pipplet • 6 mai 2020
Customer service is something that should be at the heart of any business. Whether you’re a B2B or B2C organisation, delivering a positive customer experience can bring a host of benefits. However, for companies with a global presence, there is a challenge. How do you provide effective multilingual support to your customers? Part of the answer is in finding the right representatives for your business. As such, there arises a need for reliable language evaluation in customer service recruitment. We examine why it’s so essential.
The benefits of multilingual customer support
Language and understanding are aspects of life that are crucial to our wellbeing. If we have problems, we want to be able to find answers that we can understand. The same applies to commerce. When you contact a company that you’ve done business with, you want to be able to understand the response to your query.
Providing customer care in multiple languages can bring about a host of benefits. A 2014 survey
found that 74% of customers were more likely to choose a company offering post-sales support in their language.
It’s also the kind of feature that drives customer loyalty and engagement. One study
found that 93% of customers are likely to make repeat purchases with companies providing excellent customer service.
Of course, providing multilingual customer and client services can also make you stand out from the crowd. It gives you an edge over businesses whose call centres and service departments only offer support in one language.
Language evaluation in customer service recruitment
So, with such a need for multilingual customer support, finding the right customer service agents becomes vital. That’s why language evaluation in customer service recruitment is such a crucial consideration.
By assessing your candidates during the hiring process, you can ensure you find the right people to represent your brand. As well as testing their skills and knowledge related to customer service, you must also check their language abilities.
A test score on a resume doesn’t give you the insight you need when it comes to language skill. You have to make sure the individual understands the service expectations of the culture they’ll be serving. They also need to have practical and work-based language knowledge that they can bring to the role.
A detailed language evaluation during the recruitment process can ensure your customer support agents reach a uniform level. It also brings other assurances. For example, the employees representing your brand can effectively serve the customers at the heart of your business.
A convenient solution
Pipplet provides a service that’s dedicated to
language tests for customer relations. It gives businesses the chance to analyze candidates’ communication by chat, email or phone. This tool allows you to directly compare applicants and their language skills. As such, you can easily find the perfect representatives.
Our customer relations language tests give HR teams the ability to quickly and efficiently test people applying for customer service positions. With 18 languages available, you can screen candidates across a variety of territories. Tests can be taken in just 30 minutes and are available 24 hours a day.
At Pipplet, we specialise in language evaluation in customer service recruitment. That’s why you’re guaranteed that our comprehensive tests will analyse the practical abilities of your candidates. Start your hiring process today and find the ideal people to represent your brand.
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