Call center employees whose native language is not English must learn to
effectively comprehend the language for the ear. Instructional software
and speech language pathologists help language users to listen actively
and communicate clearly with customers halfway around the world.
Grammar, usage, intonation, accent and business vocabulary are important
elements in the learning process.
Step 1
Assess the communication needs of employees at your call
center by testing their proficiency in English. English Language Testing
System (ELTS) assessments for employees are jointly conducted at more
than 500 locations in 120 countries by the British Council, IELTS
Australia and the University of Cambridge ESOL Examinations. Tests are
also conducted by regional language associations in most countries. For
example, the All India English Language Testing Authority (AIELTA)
develops and administers tests that evaluate the functional abilities of
English speakers.
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Step 2
Purchase an English language instruction software designed
for call center employees. A wide array of language software is
available on the Internet and at leading bookstores worldwide. Next,
create training sessions designed around the software targeted at
developing specific skill sets, ranging from active listening and
reading comprehension to accent and pronunciation.
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Step 3
Recruit part-time or full-time instructors certified in
teaching English as a second language. Have them design a customized
training program that meets the specific requirements of your call
center by integrating relevant business language. Encourage individual
coaching sessions that address each employee's unique requirements, such
as focusing on pronunciation, intonation, grammar or vocabulary.
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Step 4
Hire speech language pathologists to help modify accents.
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Step 5
Promote reading related to your call center's business.
Examples include IT support services and financial services such as
credit card billing and banking support.
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Step 6
Instill self-learning by distributing pocketbooks on common
English business phrases and idioms. Or suggest the use of the
Merriam-Webster online dictionary.
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Step 7
Create an environment of immersion. Have your human resources
division collaborate with instructors to develop in-house games that
impart lessons in a fun way. Come up with creative ideas such as a
Hollywood movie night to deepen the learning experience, or have a
Scrabble competition where participants focus on just business words.
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http://www.letstalk.co.in Institute for English Speaking courses, Personality Development, Accent Training, Business English, Ielts and Tofel in Mumbai
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