5G Networks to Benefit Using Language Skills Assessment Tests for Customer Service

Authored by: Mitch R. Confesor

Versant to help customer service for billions of subscriptions to Netflix, AppleTV, Disney+.

With the rise of super-fast fifth-generation (5G) wireless networks, there will surely be a parallel increase in services for customers of Internet video streaming services, in particular from Netflix competitors AppleTV and Disney+. Both 5G operators and video streaming customer service providers will benefit from the use of language skills assessment tests like Versant.

Versant will most certainly be at the forefront of contact center operations when they connect with customers in 2020 and beyond. As a language assessment tool essential for customer service operations, Versant remains a vital tool with contact centers and business process organization. Customer-oriented organizations know that customer satisfaction is critical, and dependent on the speaking skills and quality of call center agents. The benefits of Versant language skills assessment tests include:

woman taking language skills assessment tests

How You Can Reduce Your Cost-Per-Hire with Versant

Versant allows you to hire call center employees easily, because test takers can take Versant language skills assessment tests from any location, including from the comfort of their homes.

The test are relatively brief, and the results are available to you in just a few minutes. This allows you to reduce recruiting time and save on the cost per hire.

About half of all recruiters surveyed say their time-to-hire is 3 weeks (or more), but with Versant, the hiring process can be reduced significantly.

Human Resources Today (HRT) reports, the average cost-per-hire is $3,000 – $4,000 (in the United Staes.) But if you can reduce the average time-to-hire to just 1 week, the HRT study shows it’s possible the average cost-per-hire could drop to between $1,000 – $2,000.

Global 5G ubiquity

According to GSMA Intelligence report, at least 5 billion unique mobile subscribers and mobile internet users will be on 5G by the year 2025, penetrating six in 10 of the total global population. For its part, the Ericsson Mobility Report for November 2019 predicts 5G subscribers to soar past 2.6 billion by 2025.

So why the sudden voracious appetite for 5G spectrums? This need actually corresponds with the rise of mobile video services from Apple and Disney, with mobile carrier Verizon even offering a year’s subscription to Disney+.

At present, consumers have been watching TV shows and films over wireless, especially with the omnipresence of 4G connectivity and a growing number of mobile subscribers on unlimited data plans. Almost half of consumers have, in fact, watched movies and TV programs on their respective devices primarily using mobile data.

However, as many as 44% of 4G network users have experienced stuttering, freezing or buffering. Moreover, an additional 36% sometimes switch to wireless fidelity (wifi) for a better video experience on their smartphones. Almost one-third actually want to give up trying to watch a video if the playback stutters or freezes on their mobile device.

The 5G Spectrum Crunch in the U.S.

Compared to East Asia and even Western Europe, the US actually lags behind on mobile video as carriers face a spectrum crunch. According to OpenSignal, US users have had the lowest video experience score of any of the economically leading G7 nations.

This is because US carriers currently struggle with the combination of enormous mobile video consumption and insufficient new spectrum. There is therefore a need to release more mid-band spectrum to help US carriers meet Americans’ mobile video needs.

Indeed, there is more room to grow for US 5G connectivity and mobile video streaming, and Versant skills assessments can definitely help fill the gap to better address customer service issues.

5G Adoption, Data-Heavy Entertainment

The latest Deloitte report on Connectivity and Mobile Trends reveal that consumers are ready to adopt 5G devices. Two thirds will likely upgrade to a 5G-compatible smartphone, while more than six in 10 replace their home internet with 5G wi-fi.

Electronic entertainment like video streaming will definitely lead to more 5G adoption. In fact, four in 10 are already having viewing issues at 4G, thereby expressing willingness to go 5G for video streaming, mobile gaming and other data-heavy entertainment like augmented and virtual reality (AR/VR).

With the potential of faster data speeds and better streaming coverage, much better customer services and Versant-enhanced language skills, there is promise for better 5G wireless services in the horizon.

Learn how Versant can help you hiring customer service personnel who know how to communicate with your customers.