Outsourcing 101
CEFR Explained Ensure High-Quality English Proficiency
October, 2024
English Proficiency When Outsourcing Is Vital... Obviously!
When outsourcing, clear and effective communication is essential. Businesses need assurance that their customers will receive high-quality support without language barriers or misunderstandings. That’s why we use the CEFR (Common European Framework of Reference for Languages) to ensure our team’s English proficiency meets international standards.
But let’s discuss these 5 crucial factors during high season:
- What is the CEFR Framework?
- Why We Use CEFR to Assess Our Team
- How CEFR Benefits Your Business
- Confidence In Communication
What is the CEFR Framework?
The CEFR is a globally recognized system that defines and measures language proficiency across six levels
CEFR Broke Down
1. A1 (Beginner):
Can understand and use familiar everyday expressions and very basic phrases aimed at satisfying simple needs. Can introduce themselves and ask/answer questions about personal details, such as where they live or people they know, provided the other person speaks slowly and clearly.
2. A2 (Elementary):
Can understand sentences and frequently used expressions related to areas of most immediate relevance (e.g., basic personal information, shopping, local geography). Can communicate in simple, routine tasks that require a direct exchange of information on familiar topics.
3. B1 (Intermediate):
Can understand the main points of clear, standard communication on familiar matters like work, school, and leisure. Can deal with most situations that might arise while traveling, and can produce simple connected text on familiar or personal topics.
4. B2 (Upper Intermediate):
Can understand the main ideas of complex text on both concrete and abstract topics. Can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers possible without strain for either party. This is the level we ensure as a minimum standard for our customer service team.
Can understand a wide range of demanding, longer texts, and recognize implicit meaning. Can express themselves fluently and spontaneously without much obvious searching for expressions. Can use language flexibly and effectively for social, academic, and professional purposes.
Can understand virtually everything heard or read with ease. Can summarize information from different spoken and written sources, reconstructing arguments and accounts in a coherent presentation. Can express themselves spontaneously, very fluently, and precisely, even when discussing complex topics.
Why We Use CEFR to Assess Our Team
A Reliable Partner
We prioritize high-quality communication, which is why all our customer service agents are tested and trained based on the CEFR. Our recruitment process ensures that each team member achieves at least a B2 level, meaning they are capable of handling diverse and complex customer interactions. This standardization allows us to maintain consistency and reliability in our services.
How CEFR Benefits Your Business
Clear Communication
With CEFR-qualified agents, your customers receive support that is clear, precise, and easy to understand.
Reliability
Our standardized training process ensures that every team member can communicate effectively, providing a consistent customer experience.
Cultural Sensitivity
We go beyond language training to include cultural nuances, enabling our team to handle customer interactions with empathy and understanding
Conclusion: Confidence in Communication
We understand that language proficiency is a top concern for businesses considering outsourcing. By using the CEFR as our benchmark, we guarantee high standards of communication, cultural awareness, and customer satisfaction.
If you’d like to learn more about how our team can support your business, contact us today or schedule a consultation. 👇
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