Recruitment of Customer Service Agents in the Luxury Industry — MRM // McCANN

The Customer Experience Management Agency MRM // McCANN has utilized Pipplet for several months in order to facilitate the recruitment of multilingual customer service agents.

“The quality and thoroughness of our evaluation was our first priority.”

Pipplet speaks to Maryline Parienti, Manager of Client Services offices in MRM // McCANN, about the company’s experience of including Pipplet in their recruitment process.

Maryline, how important are foreign languages in your enterprise?

MRM//McCANN is an international agency. Our clients, who primarily work in luxury or upscale industries, are operational on a global scale and address an international clientele. Therefore, we must be able to provide quality customer service in several languages: Italian, German, Dutch, English, Spanish…so we are always looking for bilingual or trilingual profiles who are able to converse at an advanced level in several different languages.

Why were you initially interested by Pipplet’s services?

We have to evaluate dozens of candidates per month in five languages, both in written and oral competencies. To assess candidates’ skills, we would either carry out internal evaluations or hire firms specialized in languages.

Last year we decided to look for a standardized and efficient method of evaluation that would assure us a uniform and high-quality measurement for all five languages in a luxe business context.

It was at this time that we came across the Pipplet team.

After several months of utilizing Pipplet, what do you have to say about the overall experience?

We save a lot of valuable time and have increased the overall quality of our recruitment process.

A job candidate with a good result on the Pipplet exam is someone that could work well in customer services, whether over the phone, via email or IM.

What is your favorite aspect of the Pipplet experience?

The quality and thoroughness of our language evaluation was our highest priority and Pipplet met our needs exactly.

We also really appreciate the simplicity of using Pipplet. Our HR team can administer tests in just a few clicks and we receive the results within twenty-four hours.

[EDIT]: originally published in 2019, this article was updated on July 18, 2021