Voice and Accent

Improve your customer’s experience by evaluating individuals on ML-based PMaps Voice and Accent Assessment.
What is PMaps Voice and Accent Assesssment?

PMaps Voice and Accent (VnA) Assessment is an ML-based tool that allows employers to hire or train potential candidates/employees by assessing their language skills – written or spoken that is required for effective communication with the customer. It measures various competencies such as Grammar, Vocabulary, Comprehension, Fluency, Pitch, Clarity and Pronunciation.

Written Communication – PMaps VnA Assessment – Writing Simulator measures an individual’s listening, comprehension and written communication skills. You may get an overview of how well an individual listen to the customer’s query, comprehends the content written/spoken by the customer and accurately type the same query in the given software or systems.

Spoken Communication – PMaps VnA Assessment – Voice Simulator measures an individual’s listening, comprehension and spoken communication skills including the usage of language (grammar and vocabulary), fluency, pronunciation, pitch, clarity etc. You may get an overview of how well an individual listen to the customer’s query, comprehends the content written/spoken by the customer and respond appropriately to the respective query.

Comprehension & Solutioning – This is one of its kind of solution offered by PMaps VnA Assessment – Customer Resolution Simulator.

  • This is a ML-based system that assesses an individual on all the competencies that are required to offer a delightful solution to the customer while talking to the customer over a call or emailing to a customer query.
  • This comprehensive PMaps VnA Assessment not only measures the listening, comprehension and spoken language skills but also captures ability of an individual to have good presence of mind and reasoning to offer the appropriate solution to the customer.
Why use PMaps Voice and Accent?

PMaps Voice and Accent (VnA) Assessment measures the holistic ability of an individual to listen, comprehend, and then offer a written or spoken response. It answers 4 important employer queries:

  1. Is the candidate confident enough while speaking to the customer?
  2. Is the candidate speaking fluently to the customer?
  3. Is the candidate able to understand the customer’s query?
  4. Is the candidate providing an appropriate and effective solution to the customer’s query?

The successful answer to the above queries will result in different benefits for your organization :

  • Enhanced Customer Service Quality
  • Devise the right hiring strategy for your organization
  • Reduction in time and cost of hiring
  • Higher Customer Retention and Customer Reference
  • Quick Resolution Time for the Customer
  • Customized Solution: Specially designed differently for different industries helping in enhanced productivity.
Competencies

PMaps Voice and Accent (VnA) Assessment helps to measure Spoken Language (Grammar, Vocabulary, Fluency and Pronunciation), Listening, Comprehension along with an individual’s ability to offer Quick Customer Resolution.

Grammar

Ability to respond in a precisely constructed sentences along with proper usage of tense formation and punctuation.

Vocabulary

Ability to understand the meaning of words/sentences. It checks whether an individual is familiar with and at the same time is able to use the commonly spoken words. It also captures spelling errors.

Fluency

Assesses an individual’s pitch, clarity and tone while speaking. It also checks the fluency of an individual while talking.

Comprehension

Assesses an individual’s ability to accurately comprehend and understand the customer’s query that may help her/him to offer a piece of appropriate information or solution to the customer.

Pronunciation

Assesses an individual’s ability to speak in an appropriate manner with the desired articulation. This layer also assesses word, phonemes and audio utterance of the candidate speech.

Key Profiles
  • Training Managers/Executives
  • Voice Process Executives/ Agents
  • Customer Service Executives/Agents
  • KPO/BPO/BPM/BPS Agents
  • Desk Representatives

Purpose

To assess voice quality and effective communication of agents to increase your customer satisfaction index.

Construct

Written Communication, Spoken Communication, Comprehension & Solutioning.

Question Types

Simulation, Situational Scenario, Audio & Image.

Duration

30 -40 min (approx.)

Industries Using

IT, ITes, FMCG, BFSI, Tours and Travel, Retail, Pharmaceuticals, Hospitality, Logistics, Real Estate, Automobile, Telecom, DTH, Electronics, Information Technology etc..

How It Works

Top Clients

 
 

A Delightful Experience

Lakshmi Menon

AVP – Human Resources

We have been working PMaps since Dec 2015 and are happy with the psychomteric evaluation and the online tests that PMaps has mapped for us.

Elton Isaac

AGM – Talent Acquisition

It is a great tool to use which can be customized to assess various skills that are required on the job. The team is prompt in providing solutions and ensures smooth functioning of the tool.

Kranti Munje

CHRO

It has been pleasure working with PMaps team. Our aim was to reduce the recruitment cycle time; and we have achieved it through PMaps. The PMaps team has been very supportive to our needs. It has been pleasure working with the team!

Mushtaque Aalam

Head of Resourcing

It has met our organization’s purpose. We hope to see similar partnership in the future.

Preeti Shirke

Head-Recruitment – Intelenet Global Services

The PMaps team has been extremely forthcoming and receptive to the requirements we have shared. The solution that has been designed and customized to suit out requirement has been very well received in our organization. The team is very quick to respond to queries and provide resolution. We have been able to see benefits of implementing this solution. The team also offered suggestions for providing the best possible resolution and truly partnered with us in our journey of creating a cloud environment for testing.

Siddhant Malhotra

Manager-Human Resources – Epicenter

The team at PMaps are exceptionally capable of understanding & executing comprehensive analytics, which is required for forecasting the competencies that would ensure an individual’s success in any give role. The team at PMaps does a phenomenal job of ensuring that they understand each & very precise nuances of a particular job requirement before they design an assessment tool.

Binoy Haridasan

Director – Human Resources – INFINX Services Pvt.. Ltd.

PMaps has a Amazing team along with a Great product, They could actually understand what exactly we were looking at the product for gauging employees and the tests were superbly prepared as per our needs. Thank you Team PMaps and all the very best for a great future.

Subodh Juwatkar

AVP – Human Resources – Darashaw & Co Pvt Ltd

Thanks for conducting psychometric assessment for our new hires. PMaps team designed and delivered customised assessment in quick turnaround time.