Call Center Training

The newest industry that seems to have provided employment to a large number of youth in the various cities is the call center industry, better known as the BPO industry. In fact, across the various levels, a company requires at least five thousand staff. This will would the be the smallest scale call center. The numbers increase with the largeness of the parents company. Today, there are call centers spread across the various cities of the country, with the promise of more companies coming to Indian shores.

One of the basic requirements for a call executive is effective communication skills, more so in the area of attending calls. Thus, while employing executives each company puts their new incumbents through rigorous training in the process, as well as in a subject known as voice and accent.

Some call centers demand specific accent training such as British, Australian or then American. Along with training the executives in these specific accents – speaking and understanding, they are also taught the cultures of these nations, so that they are more sensitive to the international locals while making or receiving calls.

Typically call center training comprises of voice and accent training, team building activities, and other culture specific knowledge provision. Thus, when designing a training program for a call center, the trainer puts together program consisting of the following modules:

Broad-based the three primary modules are:

I. Accent Comprehension
II. Soft Skills
III. Culture specific knowledge

Accent comprehension consists of the followings sub-modules:
Phonetics:

  • Vowel sounds
  • Tense vowel sounds
  • Lax vowel sounds
  • Vowel shifts
  • Consonant sounds
  • Word list
  • Pronunciations
  • Intonation
  • Inflection
  • Syllable stress

Soft Skills consists of the following sub-modules:

  • Customer Service
  • Call opening
  • Mind you P’s and Q’s
  • Call closing
  • Hold and transfer procedure
  • Question tags
  • Why questions
  • Use of open ended questions
  • Use of closed questions
  • Listening Skills
  • Paraphrasing
  • Empathy

Culture:

  • History
  • Geography
  • Food and entertainment
  • Values and beliefs
  • Sports and adventure
  • States (cities) and capitals
  • Names – males and females
  • Phrases and idioms; jargons

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