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Mercer launches communications assessment tool for BPOs

To help BPO firms make data-backed hiring decisions quickly and reliably, Mercer | Mettl, a talent assessment and remote proctoring solutions provider, introduced SpeechX, a new communication assessment tool powered by artificial intelligence (AI).

The introduction of SpeechX in the Philippines plugs a critical gap for evaluators to swiftly assess the quality and clarity of a candidate’s speech to map the entire evaluation journey, using insights from seasoned BPO practitioners, voice and accent trainers, and the industry’s subject matter experts. The tool also uses AI-based remote proctoring to calculate an integrity score for each candidate which ensures control against cheating and misconduct during the evaluation process.

“SpeechX combines the best of human and AI assessment abilities,” said Anirban Barman Roy, CRO, Mercer | Mettl. “In the age of digital economies, this will be a great asset for companies that want to assess the communication skills of all candidates, allowing recruitment managers to speed up the hiring process.”

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The BPO sector recorded of $29.49 billion revenues in 2021 while employment in the industry also increased with an additional 120,000 of full-time employees (FTEs) in 2021, bringing the sector’s total headcount to 1.44 million and registering a growth of 9.1% compared to 2020, according to the data by IT and Business Process Association of the Philippines (IBPAP).

As employers move permanently into a hybrid state of work, SpeechX provides them with both the flexibility and the advantages of remote hiring, enabling quick and credible hiring decisions backed by more than 20 years of communication and language research.

“By leveraging the power of machine learning and data, SpeechX is an example of how technology can be used to cater to the specific hiring needs of the industry,” said Teng Alday, CEO in the Philippines of Mercer.