One of our core Emmersion culture values is to be a Truth Seeker. In practice, truth seeking relates to our desire to be thorough and rigorous in the development of products that work. It also manifests itself in how we talk about why we do what we do.
Corporate HR (3)
Many contact centers are in a constant state of turnover and hiring. Either as a result of growth and success or poor recruiting for call centers and other outsourced positions and jobs. High turnover or high growth can put a significant strain on the organization.
This week’s post will be a little self indulgent. I hate the “sorry not sorry” card but I’m going to play it anyway. The Emmersion team crossed an important milestone a couple weeks ago as we leveled up our automated English speaking assessment, and it became the FIRST-ever, fully adaptive automated speaking assessment. It has been a great privilege to work with the brilliant minds that have made this vision a reality, and it is a credit to the persistence of the visionary who carried the seeds, tilled the soil, and nurtured it to fruition. You can hear from the brains behind it all, Dr. Jacob Burdis, here.
Inability to staff appropriately with the right language skills and in a timely fashion results in loss of business. Losing good talent because of lack of management support and inability to communicate in the employees’ language costs a company in the long run.
Read the press release here.
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.
I have the pleasure of leading our customer success team here at Emmersion. As our department name implies, the customer success team has the responsibility of ensuring that our customers find success using our language testing system. In onboarding new customers, before we jump into training and implementation, we start by asking them about their business goals and objectives.
Yes, it is still important in a down economy!Key Questions:
While we are mindful of the uncertainty of the present situation around the world, our hope is that the current record high levels of unemployment will shortly give way to record high hiring. As a growing business, we know that hiring the right people is not just a part of running a business, it is the key to running a successful business. That’s why we are committed to designing solutions that help business around the world find the right people with the right skillset.