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The Importance of Good English-Speaking Skills in Call Centers

Poor English language skills result in dissatisfied and frustrated customers. They call, believing that you are the expert on their concern and expecting that you will be able to address or answer any questions they may have, but what they got instead was a conversation that they can barely understand, let alone the instructions that you are saying to do, if any.

The result then would be out of unhappy customers, get points from your score card or worse, you will actually be called to explain why and what happened during such a call by your immediate superior and receive a written warning if this is the first offense. Either way, you made a bad impression on your supervisor and the client.

So, to prevent this from happening or if it has already happened, here are some tips:

1. Have your Training Department inculcate software to learn the English language as part of the entire training process. This software has a variety of selections that focus on different English language skills in speaking, listening, reading comprehension, vocabulary, spelling and grammar.

2. Hire ESL instructors to collaborate with your training department to have a program or module that the agents/trainees will follow in learning and improving their English language skills.

3. Have your Training Department and HR collaborate to make a fun competition day that involves the use of the English language as a good game of Scrabble, Bugle, Pass the Message or Finish my sentence. Of course, simple prizes will be given to make the whole activity memorable and make the agents feel that their efforts are really appreciated.

4. Promote reading and encourage self-learning or practice by having books on common English phrases and idioms.

In addition to the tips above, remember that communication is a two-way process. This follows that to establish good communication, an agent must, first of all, be a good listener and know ways to get a client to provide the information they need to be able to address problems or offer solutions to the problem.

At the end of each shift, the goal should always be to enable good communication because this results in quality customer service, which in turn results in having happy and satisfied customers.

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