Check out what the English sounds like 
at different levels of proficiency.

Learning-and-Development-Beginner

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

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Learning-and-Development-Junior

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.

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Learning-and-Development-Mid

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.

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Learning-and-Development-Senior

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.

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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.

English Proficiency

Managing client interactions effectively with the goal of improving business relationships. Accountability, managing expectations, value of work, giving feedback, and effective meetings.

Computer Skills

Efficient utilization of computers and related technology. Internet and email, word processing, spreadsheets, computer software and hardware, and computer operation.

Customer Service Icon

Guarding customer satisfaction with a product or service. Understanding of customer service, its forms, and techniques.

Critical Thinking

Managing client interactions with the goal of improving business relationships. Data and reporting, expectations, commitment and trust.

Client Management

Making reasoned judgments that are logical and well-thought out. Clarity of purpose, accuracy and relevance of information, assumptions and limitations and implications

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.

Skills Graph Styled

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.

 

Skills Graph Styled 2


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.

Free, gamified learning with peer support
Achievement synced to pay
Achievement synced to new opportunities
Significant personal and economic growth
Capacity Building
English Proficiency Program Image
2018-11-05 (1)

Agents undergo a cycle of learning experiences and benchmark tests. Learning is the first thing agents do upon entering the facility.

Get an Outperforming Team to Deliver Superior Results.