Customer Service
Requires
Understanding
Are your customers having too much
trouble understanding your agents?
Are your customers having too much trouble understanding your agents?
Understandability is a measure of how well your customers understand your agents and vice versa. Are your customers saying, “I didn’t understand you, could you repeat that?” Does that lead to customer frustration and the dreaded, “I want to speak to a manager.” Or worse yet, “I want to speak to someone that speaks English.”
And yet your company and your outsourced partners and BPO’s are probably using tests that are supposed to measure English ability? So what’s the problem? The problem is most of these tests have been derived from academic English exams that are computer-based versions of paper and pencil tests that students take when they are learning English in school. These tests measure what the student knows about English as a language – not your critical question, will my customers Understand what my agents are saying?
Our LanguaTests™ leverage artificial intelligence and are custom-built for your business because the use of English in your industry and business and the standards for understandability need to be determined by you. Sound interesting? Download our white paper to understand how we can do this for you.
Creating an AI measure of Understandability
Our mission is to give you the power to set the standard for English in your organization. Your customer satisfaction depends on it!
Does your current English test give you scores for pronunciation, intonation, vocabulary, fluency, grammar etc.? This is useful if you’re applying to college, but does it tell you if your customers will understand your agents?
Does your current English test give you scores for pronunciation, intonation, vocabulary, fluency, grammar etc.? This is useful if you’re applying to college, but does it tell you if your customers will understand your agents?
Did you participate in the calibration of your current English test? Or are you using the same test being sold to industries and businesses significantly different than your own?
Did you participate in the calibration of your current English test? Or are you using the same test being sold to industries and businesses significantly different than your own?
Do the current test’s questions include the specific words, phrases and concepts necessary for you to support your customers
Do the current test’s questions include the specific words, phrases and concepts necessary for you to support your customers
Does your current test simulate the real-world
conditions your agents will face?
Does your current test simulate the real-world conditions your agents will face?
Custom Built and Proven to
Increase Customer Satisfaction
Custom Built and Proven to Increase Customer Satisfaction
Our proprietary approach starts with our getting to know your business and how you want it supported. Our team interviews the right people in your organization to understand how your agents should be using English to solve your customer’s problems. To say, “English is English” is to severely underestimate the complexity of the language. For example, the level of English ability needed to properly service simple “return merchandise authorizations” is quite different than that needed handle complex medical billing challenges.
Your Human Intelligence becomes Machine Intelligence
if you had the time to personally interview prospective agents, you would instinctively know if they had the English ability you need. Our custom design team works with you by presenting audio samples of various levels of ability. From this, we learn where your standard lies, the level of English ability that you want your customers to hear from your agents.
Our data scientists rapidly build scoring models that allow the machine to score the prospective agent as you would have! Your standards-executed by your custom LanguaTest™.
Language Power, not
“Mary had a little lamb”
We’ve developed a unique way to leverage artificial intelligence to determine “Language Power” – the ability to use language to communicate. Amazingly, even today there are major market English tests used by HR departments that are easily “beaten” by the global community of prospective agents. We still detect prayers, poems and songs in response to some of our test items. We
know these are the result of prospective agents hearing or being told that you can “beat” the test simply by repeating “Mary had a Little Lamb” as often as you can. Your custom LanguaTest™ cannot be deceived in this way.
Your Business Deserves a Discerning Test
Your Business Deserves a Discerning Test
It’s time to move the scale in your favor in order to increase customer satisfaction. LanguaTests™ are discerning. They separate those that you would welcome to support your customers from those you would not. LanguaTests™ are not the tests that everybody passes. In fact, depending on the standards that you set, the passing rates may be much lower than what you are used to. That’s the change you need to increase Understandability throughout your organization.
Unbiased
Our test designers and psychometrician’s continually review our test results to ensure that no bias exists that could result in any ethnicity or gender receiving scores that are lower or higher than they deserve.
Unbeatable
Reciting “Mary had a Little Lamb” or the Lord’s prayer will not earn you a passing grade on a LanguaTest™. Humming a tune or singing a song won’t help either. Our artificial intelligence models can distinguish when a response is “off-topic” and lower the prospect’s scores accordingly.
Unmatched
LanguaTests™ are designed for you and your business, from the ground up for one purpose-to measure understandability so you can increase customer satisfaction! LanguaTests do this every day all around the world. You can join us!
Unbelievable – Impact!
What’s unbelievable? The impact that understandability has on customer satisfaction, that is unbelievable! You know how quickly a customer can be frustrated. This fuse becomes even shorter when your customer is having trouble understanding your agent. LanguaTests™ are designed to prevent help prevent these explosions.
If the chance that any of your customers could call in today, and have to say, “I didn’t understand you.” is higher than you want it to be, contact us about a custom LanguaTest™ today.
If the chance that any of your customers could call in today, and have to say, “I didn’t understand you.” is higher than you want it to be, contact us about a custom LanguaTest™ today.
Setting their own standards…
Custom designs by LanguaTest™
Key suppliers now using LanguaTests™ from discerning clients
