English Proficiency Assessment

Every company has different needs including the level of English proficiency at the workplace. At Fair Trade Outsourcing, we can help you choose a team that has the right level of English proficiency to deliver excellent customer service and drive optimal business outcomes. Our teams in the Philippines, Mexico and Ghana have slightly different levels of proficiency which is why we’ve created these videos below to help you decide what location and team are best suited to your company and customer requirements.

Assessment levels

Beginner

All our beginner employees get less than 80% in the benchmark exam and can comprehend and produce simple sentences on familiar topics. Their vocabulary is often less than 16,000 words but they are stronger at writing than speaking and often have a strong accent.

Junior

Our junior employees have an average of 80%-86% rating in the benchmark exam and have acquired sufficient vocabulary, grammar, and speaking skills to carry out conversations regarding a variety of social situations. Their vocabulary is slightly wider than a beginner with up to 17,200 words. Juniors also speak more fluently than a beginner and can make some errors however their writing is near-perfect in English with a light accent when speaking.

Mid-level

All mid-level employees have an average of 87%-93% rating in the benchmark exam and can comprehend paragraph level language in different timeframes. They also have a much wider vocabulary with up to 18,600 words. Our mid-level teams also confidently speak fluent English and can carry on casual conversations, having a light accent.

Senior

Our senior employees achieve an average of 94%-100% rating in the benchmark exam and can produce discourse-level language with a variety of vocabulary and grammatical elements. Their vocabulary is very wide with up to 20,000 words and speaks like someone who has lived in the US for a while. Their accent will be neutral or negligible in most words and will seem very comfortable.

How we assess our agents

We analyze our agents’ level of proficiency in English and other core competencies through a variety of activities and programs and then best align them to your company’s requirements and expectations. By assessing our agents, it helps them to identify areas for improvement and establishes a clear career path, while allowing them to work with the right team and skill set required for the job.

English proficiency

The level of English proficiency comes down to managing customer interactions effectively with the goal of improving business relationships. Our agents are able to seamlessly manage expectations, the value of work, provide feedback, and effectively manage meetings.

Computer skills

Our team has great computer skills and can efficiently utilize computers and related technology to enhance your back-office processes and deliver better customer service. All agents have access to the internet and email, word processing, spreadsheets and computer software and hardware.

Customer service

We ensure that every agent delivers high customer satisfaction with a product or service. Understanding the level of customer service required, its forms, and techniques is vital to our employee training and development.

Client management

Our employees can effectively manage client interactions with the goal of improving business relationships and providing solutions that exceed expectations. Our teams provide you with data and reporting and are committed to improving client management outcomes.

Critical thinking

We ensure our agents can make reasonable judgments that are logical and well-thought out. Clarity of purpose, accuracy and relevance of information, assumptions and limitations are also critical skills that our employees attain.