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
