Have you ever made a customer service call that left you feeling frustrated, defeated, and no closer to solving your original problem?
*Original press release published here.
As the world gets back to normal after the COVID-19 pandemic, many companies have undergone a digital transformation and are looking for better processes to hire employees. More and more companies are turning to AI to supercharge their hiring process.
Many companies make bold claims about what their product or service can do, but few can articulate why it matters. Emmersion proves language ability. So what? Emmersion’s mission is to close the global communication gap by proving the language ability of job applicants and learners. In the global economy, it’s becoming more and more important to prove competencies in order to gain access to opportunities.
Operating a contact center efficiently and profitably is a difficult task. It is only made more difficult with unpredictable events such as COVID-19 that have accelerated the need for digital transformation and workplace flexibility. In the last decade, as I built an offshore business process outsourcing (BPO) focused on staffing software developers and a 500-plus-seat market research contact center, I constantly looked for an edge in recruiting and customer satisfaction. Every contact center manager and executive is looking to: 1) hire and retain the best talent and 2) improve customer satisfaction (CSAT) scores in order to increase the bottom line. For onshore, offshore, and nearshore bilingual staffing, accurate language screening plays a crucial role in recruiting, retention, and customer experience.
Whether a young man in the Philippines seeking employment with an English-speaking contact center or a young woman in Japan wanting to study in the United States, bilingual opportunity seekers must gain—and prove that they have gained—proficiency in the English language.
As individuals, communities and nations look to improve their economic situations, learning English is key. A survey by The Economist Intelligence Unit found 90 percent of global corporate executives agreed if “cross-border communication” improved, the company’s profits and market share would significantly increase. Gaining basic English language skills opens the door to educational, employment, entertainment, and business opportunities.