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Key Performance Indicators

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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Our Top Language Scoring Tip for More Reliable Results

Language assessment scoring is a complex feat with many layers to it. Most of the people that we talk to are familiar with common language ratings, like the A1, A2, B1, B2, C1, C2 CEFR language levels. We also see a lot of people that understand what CEFR actually represents, and some who are familiar with multiple assessment scales.

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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 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?

See What Our Clients Have to Say!

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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6 Tips for Improving Retention in Contact Centers and BPOs

The BPO and contact center industries are notorious for difficult hiring conditions. High quality recruits are hard to find, and even harder to retain. So, if you’re looking to boost retention, we’ve got you covered. Check out these six strategies you can implement to keep more employees in your seats for longer.

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Using Language Testing to Find, Retain, and Grow Top Performers

For more and more global companies, developing a multilingual workforce is not just a competitive advantage, but a necessity. Companies that focus on developing and measuring the language ability of its team benefit from removing communication barriers for internal collaboration as well as delivering excellent service in customers’ native language. Language testing is key to developing the multilingual abilities of your team, but implementing a process that is effective and fair can be a challenge. In many cases, an ineffective and unreliable language testing process carries the risk of  slowing  hiring, lowering retention, and causing massive headaches for operations managers. 

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