Role
Bilingual agent (contact center)
The hiring challenge
They serve customers in English under time targets; what a short interview does not show is their real conversational English under pressure and whether they keep good treatment when the customer is upset in another language.
What to assess
English level, customer orientation, communication and self-control under the pressure of the queue.
How we build the mix
In this role the central filter is not the cognitive side, but disposition, the way people relate and self-control. The mix is built by prioritizing the role's competencies.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for bilingual agent (contact center)
8 assessments · variable time. Suggested guide: adjust it to your process.
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Helps observe customer orientation and the quality of service.
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Helps observe clarity when communicating and the quality of dealings with others.
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Helps observe emotional handling and resilience under the pressure of the role.
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Helps observe impulse handling and calm in tense situations of the role.
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Helps observe how quickly they adapt to new processes, tools and contexts of the role.
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Helps observe sensitivity for working with diverse people and audiences.
- 7 English
English is a direct requirement of the role and is worth confirming, not assuming from the resume.
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Customer-facing work: reading the relational style adds signal.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.