OET™ (the Occupational English Test) is the world’s only global English language test developed specifically for healthcare professionals. OET assesses the English language proficiency of foreign-trained healthcare professionals who are seeking to register and practise in an English-speaking environment. OET is an Australian innovation that is today the global leader in healthcare English language communication.

In 2020-2021, COVID continued to have a negative impact on businesses globally. The challenge CBLA had was to continue to deliver the OET tests in a safe and secure setting across the globe, despite the restrictions in place as the demand for healthcare workers grew. This had also increased the number of cancellations and reschedules of the test that increased the Customer Care Team’s workload by 200%. This impacted response times and Customer Satisfaction.

To answer the growing demand, the Customer Care initiative to ‘Uplift customer satisfaction’ was to focus on quality service whilst also introducing two new products to the market, ‘OET on Computer’ and ‘OET@Home’. Fast tracking the implementation this initiative within 3 months has resulted to long term benefits not only for OET as a business but also our customers. This resulted to customer base growth of 69% and improved the satisfaction rating from below 90% to an average of >95% for 2021.

For information about Cambridge Boxhill Language Assessment go to oet.com.au