Berlitz: Another Dreaded Assessment

We all know that applying for a post in the Call Center Industry is not an easy task (well, if you are a part of this industry or you had the chance in applying to one company you will, undeniably, agree). Getting that job is not all about your communication skills. Recruiters nowadays are smart that they ask some questions that are outside of the normal topic areas. Some will ask your stand in politics, some will dwell on your past life experiences and how did you properly manage it, others may ask you about the country's latest stand in the market or economy, your take in our current education system, skepticism, life and also if you believe in life after death. Everything can be asked! When I say everything, it is anything under the sun. They will not definitely care with your current stand, as long as you have that correct sentence construction, voice tone, pronunciation and enunciation, you will be assured that you will pass that Berlitz examination.

Berlitz examination is more like your initial interview but in a different setting. You will be asked to dial a number like in a Versant Assessment but instead of you talking to an automated system, you will talk to a person that will ask you questions.  Usually it lasts 10-12 minutes and during that time you'll be asked a series of questions on topics from your everyday life. You will be talking to their certified language assessor.

The Berlitz Proficiency Interview (BPI) shadows the common European structure of reference for languages' scoring model, which measures your aptitude with a language against that of a native speaker of that language.

Berlitz assessment may be a bit nerve-racking. I can verify this since I have taken this exam before when I started my career in this industry. You will definitely feel good after passing. In some call centers, taking the exam will depend on the account that you will be assigned to. It may be included in the recruitment stage or during training and even if you are already regularized in that company. In my previous job, we need to get and pass our Berlitz assessment done once a year for us to keep our post.

Berlitz exams are frequently compulsory in Technical Support posts because of the nature of the job which usually contains troubleshooting and giving directions in a clear and thorough style over the phone and with that, a strong command of the English language is essential.

In addition, to pass this assessment you must get an overall score of B2. C2 is the highest score and A1 is the lowest score. The assessment has 4 categories namely Grammar Accuracy, Language Range, Pronunciation & Fluency.

Let me give you some tips:

– Your test administrator will begin by giving his short introduction. He will set proper expectations about the examination. MUST speak in English alone!

– Next you will be requested to introduce yourself. Just like a job interview, this will create your next questions so better be careful.

– As what I echoed earlier, during the assessment, you may be asked an unplanned, “Beauty Contest” type of question. Don’t be afraid to give your honest and personal opinion. You will be gauged not by your stand but on how you get your point through.

– If it helps, do not think of the assessment as a “TEST”. Just imagine that you are just having a simple chitchat with a friend or family member. So don't forget to build rapport. This will be a plus factor if you can really engage in a conversation with different or shifting topics.

– Speak clearly. Not too loud or too soft just do it like in a normal conversation and don’t be timid. Not too fast or too slow, and avoid being monotonous. Try to smile since smiling usually guards you from First Language Influence.

– If you slipped, don’t be afraid to say sorry and correct it immediately. Effort will always be a plus factor.

– Stay away from fillers and having long moments of dead air (……, uhhhm, aaahhmmm, hmmm etc.). And, avoid ending your statement with “That’s it”.

– Avoid beating around the bush and be direct.

– Use this formula, PREP:

Your POINT, or answer to the question

The REASON behind your answer

A simple EXAMPLE or EXPLANATION, and then

Restating your POINT.

Example: I love European food (point)

because even though it’s costly, it’s very healthy and delicious (reason)

I like the way only fresh ingredients are used. There is also a very nice touch when it’s presented (explanation/example)

and that is why I prefer European food (point again)

Finally, you will be instructed that the results will be given to your company. If you did not pass, you may be asked to take it again, or be transferred to another LOB that does not require the exam, but this usually depends on the company’s discretion or processes.

As always, if you have the skills and confidence, you will have nothing to lose, and everything to gain. So be cool!

Watch as well the video below so you can hear some advice from an expert on how you can top that interview! Good luck and make the most out of it!