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Improving Call Center English

Date Posted: 2011-09-20

The Business Process Outsourcing industry in the Philippines is continuously growing. The Philippine BPO industry is composed of different back office operations, support services and call centers that have been outsourced by businesses because it is more cost efficient than to run these functions in house.

Call centers in particular serve as customer service departments of such businesses as banks, retail outlets, IT support, travel and agencies and many others. These businesses are based in the United States, the United Kingdom, and Australia. Thanks to recent developments in technology, clients or customers from different parts of the world, with widely varied socio-economic and ethno-linguistic backgrounds are being attended to by skilled and well-trained Customer Service Representatives.

But because of the complexity of information and services that are being exchanged, and taking into consideration the aforementioned differences in clients' varied socio-economic and ethno-linguistic backgrounds, English language proficiency is therefore crucial because customer satisfaction relies heavily on how successful an exchange is between participants.

Because English language us not our native tongue, stakeholders should make an effort to improve their employees' proficiency in English and learn how to effectively understand the language for the ear. Here are some suggestions:

First, evaluate your employees' communication needs by conducting an English Proficiency test. English Language Testing System assessments for employees are conducted by the British Council, IELTS Australia and the University of Cambridge ESOL Examination at 500 different locations 120 countries. Many regional language associations conduct tests in several different counties.

Next, avail of English language instruction software that is specifically created for call center employees. These are available online and at leading bookstores all over the world.

Establish training sessions designed around the software. The goal is to improve particular skill sets which may include reading comprehension, active listening, accent neutralization, and pronunciation.

Hire part-time or full time instructors who are certified in teach English as a second language. You can ask the instructor to create a training program that is tailored to meet the particular needs of you call center by including relevant business language. You can also create individual coaching sessions that will help identify and address each CSR's distinct needs which may include grammar, intonation, or pronunciation. You can also enlist the help of a language pathologist to help neutralize or modify accents.

Encourage reading that is related to your call center's business such credit card billing or banking support if you are in finance services.

LWS Media is world leader in call center services. The company offers a wide range of services including consulting, IT services, Internet Marketing, and customer management. Armed with high performance resources, LWS Media builds strong brands, improves customer relations and increase client revenue.

Improving Call Center English
Anne Maisie M. De Leon

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