It’s an experience we’ve all had: calling a company for assistance with an invoice, delivery, technical or other issue, and you’re connected with someone whose English is difficult to understand. We understand there are call centers across the globe, but when the person who’s helping you has less than perfect English skills, it can make the experience a little bit worse. Or if they’re English skills are really bad, totally frustrating.
Companies both inside and outside the U.S. have been setting up centers across Asia, India, the Philippines, and even Central or South America for decades. These customer service centers are the face of that company, at least for those of us being connected with them. These experiences demonstrate the importance of companies employing people with proficient English skills at call centers.
When President Trump called for hiring 15,000 more Border Patrol agents, they fell far short. According to a story in the Business Insider, the Border Patrol hired only 2 new agents. But the interviewing process to find those 10,000 to 15,000 new agents would have been expedited had they used the Versant Spoken Spanish Test to gauge how well their candidates spoke, and understood, Spanish.
To hire 100 people, 1,000 interviews have to take place
The benefit of being able to assess candidates’ English skills quickly, saves countless hours and money for HR departments. Often, when hiring, HR personnel need to “interview” 10 times the number of people they expect to hire.
As an example, when a casino and hotel opens in, say, Indonesia, 1,000 or more employees need to be hired, including housekeepers, front desk help, bartenders, servers and gaming dealers. As you would imagine, interviewing 5,000 to 10,000 people to fill those jobs is time-consuming. Versant software helps HR personnel determine the top candidates, based on their English skills, much more quickly than one-on-one interviews.
Versant helps right there.
There are more call center jobs around the world, than in the U.S.
A CNN Business article about call centers showed how call center jobs outside the U.S. have been growing faster than those jobs within the U.S.
Turns out the manufacturing sector isn’t the only one that’s sending American jobs overseas. U.S. firms have been shipping their call center jobs out of the country. Thousands of them, to places where labor is cheap, like India and the Philippines. And while those companies believe the English skills in other countries are good enough to answer basic questions, they’ve been finding there’s a gap between their expectations, and the available population with well-developed English skills.