English Proficiency Assessment
The key to a successful outsourcing engagement is choosing the right level of English Proficiency for the work you need done. That will help you balance cost and quality. See what English sounds like at different levels of proficiency.
Less than 80% avg. rating in the benchmark exam.
Can comprehend and produce simple sentences on familiar topics.
Vocabulary is shallow; generally less than 16,000 words; will speak haltingly, without confidence; makes general grammatical errors, confuses tenses; writes better than speaks; strong accent
80%-86% avg. rating in the benchmark exam.
Have acquired sufficient vocabulary, grammar, and speaking skills to carry out conversations regarding a variety of social situations.
Vocabulary is slightly wider; around 16,001 to 17,200 words; speaks more fluently but makes errors, but most importantly has achieved confidence; writing is near-perfect in English; light accent.
87%-93% avg. rating in the benchmark exam.
Able to produce and comprehend paragraph level language in different time frames.
Vocabulary is wider; around 17,201 to 18,600 words; speaks fluently and with confidence; speaks in correct tenses including conditional tenses; can carry on casual conversations and EOP policy causes no stress; has an accent, but doesn’t impede in work.
94%-100% avg. rating in the benchmark exam.
Can produce discourse-level language with a variety of vocabulary and grammatical elements.
Vocabulary is very wide; around 18,601 to 20,000 words. Will speak like someone who has lived in the US for a period of time; accent will be neutral or negligible in most words; will seem very comfortable.
We assess our agents’ level of proficiency in English and other core competencies and match it with your expectations.
This gives you assurance of the agent’s capacity to achieve a level of mastery in their work.
Managing client interactions effectively with the goal of improving business relationships. Accountability, managing expectations, value of work, giving feedback, and effective meetings.
Efficient utilization of computers and related technology. Internet and email, word processing, spreadsheets, computer software and hardware, and computer operation.
Guarding customer satisfaction with a product or service. Understanding of customer service, its forms, and techniques.
Managing client interactions with the goal of improving business relationships. Data and reporting, expectations, commitment and trust.
Making reasoned judgments that are logical and well-thought out. Clarity of purpose, accuracy and relevance of information, assumptions and limitations and implications
Our agents continually improve in capacity, and we match their skills to the work they’re best suited for.
The chevron (icon) on each hexagonal point represents a type of skill that every agent must have. The diagram shows the skills set that’s required for every job, and the level of mastery that every agent must strive for to do their job well.
Shows an agent’s actual levels of proficiency, which match the skills required for a Senior Customer Service position.
Our unique learning management system enables agents to take on higher level work and progress in their lives.
Agents undergo a cycle of learning experiences and benchmark tests. Learning is the first thing agents do upon entering the facility.
Get high-quality work from
Fair Trade Outsourcing.