Revolutionizing Conneqt Corp's Approach to Hiring: A Case Study

Enhancing Onboarding Practices: Using Voice and Accent test Effectively at Conneqt Corp

Discover how Conneqt Corp achieved remarkable results in their talent acquisition process with the help of PMaps Assessments. Our case study highlights an impressive accuracy rate of 85% in identifying top performers, resulting in the successful hiring of 75% of all applicants. Furthermore, an astounding 80% of the candidates hired exhibited exceptional performance on-the-job. By leveraging PMaps Assessments, Conneqt Corp revolutionized their hiring process and made informed decisions that led to building a highly successful and productive team. Download our case study now to uncover the secrets behind their hiring success and learn how you can transform your talent acquisition strategy!

The Organization

Conneqt Corp specializes in providing customized business process management (BPM) services tailored to the unique requirements of each client organization. Their comprehensive range of services encompasses customer experience management, back-office processing, and IT solutions. With a workforce exceeding 34,000 employees spread across India, the Philippines, and the United States, Conneqt Corp caters to industries such as banking, insurance, healthcare, telecommunications, and retail.

Driven by their commitment to delivering exceptional customer service, Conneqt Corp maintains a competitive and rigorous recruitment process. To ensure that only the most competent and qualified candidates are hired, they have implemented the PMaps Pre-Employment Assessment, which serves as a crucial filter in maintaining the quality of their hires. Impressed by the success of this assessment, Conneqt Corp was keen on further exploring the PMaps Voice and Accent Assessment to enhance their talent acquisition efforts and ensure that their customer service team excels in voice and communication skills.

The Challenge

The BPO company faced difficulties in identifying candidates who excelled in understanding customer queries, delivering effective communication, and providing contextual solutions. To address this, they implemented a language assessment tool in their hiring process.

Initially, the organization used a competitor's assessment to select high-quality customer service candidates. However, they encountered numerous challenges with the competitor's voice and accent assessment. These challenges included the need for a solution-oriented approach in candidates' responses to customer problems, which was essential for securing inbound processes like customer relations.

The organization's primary goal was to filter candidates with exceptional communication abilities, including verbal skills, comprehension, active listening, and problem-solving. Unfortunately, the competitor's Voice Assessment test failed to identify candidates who lacked comprehension and implementation skills.

Applicants struggled to grasp the intricacies and nuances of various situations, particularly when they lacked contextual understanding and implementation skills. This gap between theory and practice posed a significant challenge for the organization in finding suitable candidates proficient in the language and customer service domains.

In light of these challenges, the company sought alternative solutions to enhance their recruitment process and to identify the most suitable candidates for their customer service team.

Contextual Understanding Deficiency: Hindered Accurate Problem-Solving 

The customer service team faced a significant challenge due to a deficiency in contextual understanding, which hindered their ability to accurately solve customer problems. Their limited grasp of the full scope and background of customer issues or queries resulted in difficulties in providing precise and effective solutions, potentially leading to customer dissatisfaction.

Timely Solutions Shortfall: Impacted Customer Satisfaction and Company Reputation

Inadequate decision-making skills and a lack of proactive problem-solving caused a shortfall in delivering timely solutions by the customer service team. This shortfall had a direct impact on customer satisfaction and negatively affected the company's reputation. It became crucial to address these challenges to ensure that customer needs were promptly met and to maintain a positive brand image.

THE PROCESS

The BPO company had already integrated the PMaps Pre-Employment Assessment to evaluate candidate fitment for job roles, and their satisfaction with the accuracy of outcomes led them to explore the PMaps eVoice and Accent Assessment test. Together with stakeholders and the PMaps expert team, an expected benchmark of 59% was determined for candidate evaluation across competencies such as Solutioning, Vocabulary, Grammar, Comprehension, Pronunciation, and Fluency.

The assessment involved analyzing candidate responses in four sections of questions, including understanding queries, accent, solve to resolve (non-voice), and solve to resolve (voice). The holistic analysis of the candidate's voice and accent profile was conducted using a data-driven system that underpins PMaps products.

To achieve their hiring goals and expedite the process, the company incorporated the PMaps eVA automated language test into their recruitment process, classifying candidates into three categories based on their scores: Suitable, Trainable, and Not Suitable. The scores obtained by applicants were analyzed using a combination of natural language processing (NLP) and Automatic Speech Recognition (ASR) in the Voice Assessment test, providing clear categorization and determining pass or fail status based on the overall benchmark.

The Solution

The PMaps eVA (Voice and Accent) Assessment is a robust tool that harnesses the power of machine learning for accurate evaluation. By utilizing natural language processing and automatic speech recognition techniques, this language test effectively measures an individual's proficiency in speaking, listening, reading, and writing. It serves as an invaluable resource for organizations seeking exceptional workplace communication skills, particularly for customer-facing roles. With its comprehensive approach, the PMaps eVA Assessment enables organizations to assess and select candidates who demonstrate excellent communication abilities, ensuring they are well-equipped to meet the demands of their roles.

Following is the test design of the PMaps eVA Assessment, which encompasses various components to comprehensively evaluate communication skills:

Thereafter, the scores obtained for each section further contributed to gauging the candidates' Spoken English voice and accent skills along with solutioning in a holistic manner. Explore more about our Case study.