amazon logo Image credit: Amazon
Image credit: Amazon

Pipplet x Amazon: [Recruitment] Assessing the language skills of 5,000+ candidates in Amazon's customer service department.








The Background

Amazon is the global leader in the world of e-commerce, and one of the most influential economic and cultural forces in the world.

Their goal was to improve customer service within their current international markets. This required a reliable language test able to meet the demand for scale, agility, innovation, and speed.

Pipplet is the global reference in the language assessment market, making it possible to offer multiple tests in the 16 languages needed by this major client.

The Challenge

Amazon needed to assess the language proficiency skills of over 5000 candidates in 16 languages. Not only did they need to increase the number of new employees on their customer support teams, but they were also faced with the challenge of hiring exceptional candidates capable of communicating with customers in many different languages.

Hiring many new multilingual customer service representatives was one of Amazon’s highest priorities at the time. They needed to address the growing demands of their international and multilingual customer base, in addition to sustaining its upward sales growth.

Amazon is renowned for being customer-centric, and being able to depend on the reliable and precise assessment results offered by Pipplet in so many different languages remains a key success factor in perfecting their hiring process. They needed to ensure their customer-facing staff were proficient enough to handle consumer inquiries by phone, email, and other communication channels in the most efficient manner.

Already planned recruitment drives in several countries required a tight turnaround for our team.

Why Amazon's Leadership Team chose Pipplet

Pipplet's customer-first mentality:

Being able to build a solid relationship from the start was important to build trust. Because Amazon was going to be investing in our solution, they wanted to be sure the results would exceed their expectations. As a result, we offered a trial test run. Thanks to the trial, Amazon was able to gain confidence with our dashboard and send our Pipplet Talent tests to a number of their early applicants. This played a significant role in their final selection process.

Pipplet's Expertise:

Our tests are based on the CEFR criteria. We follow this framework as a guide for obtaining consistent results for each and every test. However, what makes us stand out from our competitors is our test development phase, and the quality and precision of our grading.

Pipplet tests meet specific validity requirements before they can be released and go through many stages of testing to ensure that they satisfy the construct and elicit appropriate responses. Additionally, 20% of tests are crossed-checked by other examiners to ensure accuracy and quality evaluations, and we have designed our own statistically-based quality control system to ensure that the grades of all examiners remain aligned.

Pipplet's flexibility:

Our API makes it simple for clients to integrate Pipplet tests into their existing software. This creates less hassle for the client, and allows them to focus their energy on handling more time-sensitive tasks.

Pipplet’s accessibility on any device makes it easy for test takers to take the test even if they do not have their own personal computer.

Since about 80% of our clientele are Human Resources Professionals, and many of them are hiring candidates in a number of diverse industries. Tests and questions can be adapted to a client’s specific needs. We have also added new languages and new features which have been requested by clients and are always looking for ways to improve our offering.

Distinguished Expertise:

Global framework, delivering this client reliable results each time.

Increased Agility:

Pipplet’s proactivity was equipped to handle time-sensitive demands from the client.

Distinct Customer Experience:

Onboarding, personalization, and dedicated attention built an unquestionable customer-client relationship.

Add more data to your recruitment with language assessment