Customer Spotlight
Communication Skills as Top-Priority: Hiring for an Omnichannel World
Recorded Tuesday, February 23, 2021 | 8:00 am MT
Summary
Did you know that nearly $50 billion is spent each year on certifying language ability, but only $5 billion is spent on technology? Investing in a streamlined solution can help you prioritize the most important parts of your hiring process and make sure you’re finding agents with the right skills.
Highlights
- Great communication skills don’t always mean great language skills. You need both for a successful agent.
- Most companies screen language ability with in-house language interviews. Computacenter did, too, until they realized they weren’t getting consistent, accurate results.
- With automated screening technology, Computacenter is getting faster, more accurate test results and fewer language-related customer escalations.
“Language assessment and automation is good if you’re experimental. In general, we want to keep being curious and try new solutions. Some will fit you, some will not, but if you don’t try, you won’t know.”
Maya Vertesi
Computacenter Hungary