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Call Center & BPO

9 Unexpected Use Cases for AI Language Testing

Did you know that a great language assessment solution helps you do more than just test language skills? Emmersion’s platform was built with so much more to offer, from an easy-to-use admin dashboard to our proprietary, 100-point TrueNorth scoring scale, to detailed insights about each test-taker in your organization. 

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5 Benefits of a Granular Scoring Scale

If you’re in the language assessment space, you’ve probably heard of scoring scales like CEFR, ACTFL, TOEFL, and more. Scoring is a vital part of any language testing solution, so it’s good to know your scoring scales and how they’re serving you (or not serving you) as you assess test-takers’ language skills. 

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How to Grow Employee Retention with Better Language Testing

Research shows that if you really want to improve your retention rates, the key is to focus on recruiting, training, and engagement. Sounds easy enough to say, right? But when you think about changing all of those areas of your business at once, it can start to feel pretty overwhelming.

The good news? Language testing makes a difference in all of these areas. So, if you want to boost retention, language assessment software is the best place to start. Read below to find out how.

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Attrition 101: Why Do Agents Leave?

It’s no secret that attrition is a common concern for call centers worldwide. In fact, most experience a whopping 30-45% turnover rate. And, as you know if you work in this industry, attrition issues impact all aspects of your organization. So, if you’re looking to improve your employee retention rates, we get it. And a good place to start improving your numbers is knowing why your agents are leaving in the first place. 
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3 Questions to Ask Yourself for Better Language Assessment Scoring

When you’re hiring bilingual job candidates, especially for customer-facing roles, language assessment is a very important part of your process. Language skills are essential for mutual understanding, compassion, problem solving, and effective communication. And when language skills are missing, the important work you’re trying so hard to accomplish suffers big time.

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Hiring Trends for International Call Centers

The call center industry has not only survived the challenges of recent years, it’s grown tremendously as many organizations took strides to redesign their purpose and benefit. Traditional call centers have evolved into contact centers—providing more value, brand equity, and experience-oriented customer care. Today, almost all big businesses avail call center solutions, and the revenue generated by the industry is at an all-time high.

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8 Ways AI Outperforms Human Raters for Reliable Language Certification

AI seems to be on everyone’s minds these days. As more and more organizations adopt AI solutions for their processes and teams, the question on all of our minds is “What does artificial intelligence really mean? What can it really do, and will it replace human contribution?” 

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How to Adapt to Today’s International Call Center Hiring Challenges

If the rapidly-changing call center world wasn’t already difficult enough to navigate, COVID-19 has made it much harder to keep up with trends and demands. If having to deal with angry customers, strict work schedules, penny-pinching upper management, and super high expectations wasn’t enough, companies are now having to deal with the challenges of remote work, COVID-19 protocols, competition from additional market opportunities, and a shortened supply of talent.

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How to Use—and When to Avoid—Interview-Style Language Testing

Around the world, when most contact centers want to screen for language ability, they consider an interview-style assessment. While there are several commercial test products that use interview-style tasks, these tests are generally very expensive and have inefficiencies in the return time for scoring. As a result, many organizations will move language screening  processes in-house and use their existing language resources—if they have any—to conduct language screening interviews.

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Is it Worth it to Switch to Automated Language Assessments?

Do you hire bilingual speakers? If so, when was the last time you considered updating your bilingual hiring process? Automated language assessments are the way of the future, reducing friction, unnecessary costs, and inaccuracies from your process to help you build a reputation for high-performing, language-qualified talent. 

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