Revolutionize Your Hiring Process with the New BUPLAS Check
Future Perfect is excited to unveil its latest innovation: an assessment specifically tailored for back-office, low-stakes roles. Designed to streamline recruitment for positions such as content moderation, research, and other non-customer-facing accounts, the New BUPLAS Check brings efficiency and reliability to your hiring process. Introducing the New BUPLAS Check Efficient, advanced, and adaptable, the BUPLAS […]
Should You Hire Experienced Call Center Agents? The Data Says No! The Finale
Before we wrap up, let’s address the human aspect of this issue. Why do experienced call center agents often underperform, and what can be done to support them better? These individuals have dedicated themselves to a career in customer service, and failing an assessment can be disheartening. One key factor is the reason they are […]
Should You Hire Experienced Call Center Agents? The Data Says No! Part 3
Previously, we discussed the challenges experienced call center agents face with Discourse. Discourse and Interaction are what language experts call ‘performance domains’, while Language and Pronunciation are ‘proficiency domains’. Performance domains, like Discourse and Interaction, focus on how well someone uses language in real-life scenarios. On the other hand, proficiency domains, such as Language and Pronunciation, […]
Should You Hire Experienced Call Center Agents? The Data Says No! Part 2
Why is it that experienced call center agents often perform poorly in English communication tests? It turns out that 65% fail in one critical area: Discourse. Discourse refers to the ability to organize information in a way that the customer can easily understand and feel confident that their issue has been addressed. For many agents, […]
10 Reasons Why Your Communication Training Is Not Working
If you have found yourself wondering what else can be done to make your communication training more effective, you are not alone. Many BPOs spend days and sometimes weeks training their representatives on how to understand their foreign customers on a call, and how to speak with them effectively over the phone. Yet when agents […]
Should You Hire Experienced Call Center Agents? The Data Says No! Part 1
Hiring experienced call center agents seems like a no-brainer, right? They’ve already learned the ropes at another center, so they should be a perfect fit. But what if I told you that might not be the best move? Future Perfect analyzed BUPLAS English pass rates across four large employers and found that shifters—people looking to […]
What is a Personality Test?
Ever wish you could get a sneak peek into a candidate’s character before making a hiring decision? That’s exactly what personality tests are for. These assessments dive deep into the interaction style, traits, competencies, preferences, and behavioral tendencies of individuals. They’re designed to uncover the stable aspects of a person’s personality that remain consistent throughout […]
A major Australian bank implements adaptable culture and communications training course to meet customer demands across businesses & geographies
Client This major Australian bank’s history dates back over 175 years. They are committed to building lasting partnership with their customers and communities in over 30 countries in Australia, New Zealand, throughout Asia and the Pacific, and in the Middle East, Europe and America. Needs With more than 8 million customers and 50,000 employees worldwide, […]
A Filipino BPO service provider in the Philippines leverages coaching in communication to exceed Net Promoter Score
Client One of the largest BPO service provider in the Phllippines. The company started out as a content outsourcing provider in 1980 and is considered a pioneering leader that helped make Manila one of the world’s top offshore location. Now operating in 21 locations with 22,000 top-caliber BPO professionals delivering consistent excellent customer service, it […]
A global BPO service provider increases hire rates by at least 17% in multiple sites through BUPLAS
Client A global BPO service provider has more than 30,000 customer experience specialists at 53 contact centers across 22 countries, delivering services in 33 languages to international brands in various industry verticals. In the Philippines, they recruit more than 300 employees monthly to deliver outstanding customer experience to drive business loyalty. Given the increasingly competitive […]
