Bilingual English/Spanish Recruiting

摘要

With the rapid rise and spread and affluence of the Hispanic population across the U.S. there is a growing need for bilingual English/Spanish-speaking contact center agents. The practice of connecting interpreters onto the calls is arguably no longer viable in this instance as it does not provide Spanish-speaking customers with an equivalent experience as those enjoyed by English-speakers. FurstPerson recommends evaluating these language skills while the applicants are performing simulated calls to see if the added complexity of handling them impacts their language capabilities, especially for bilingual positions, in addition to measuring oral communication clarity and overall comprehension.