The importance of good English speaking skills in call centers

Poor English speaking skills result in dissatisfied and frustrated customers. They call, believing you to be the expert on their concerns and hoping you can address or answer any queries they may have, but what they got instead was a conversation they can barely understand, let alone do the instructions you’re telling them. what to do, if any.

So the result would be, aside from unhappy customers, you get points off your scorecard or worse, your line manager will call you to explain why and what happened during that call and you’ll get a written warning if this happens. first offense Either way, you’ve made a bad impression on both your supervisor and your client.

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

1. Have your Training Department instill English language learning software as part of the entire training process. This software has a variety of selection that focuses on different English language skills, be it speaking, listening, reading, vocabulary, spelling and grammar.

2. Hire ESL instructors to collaborate with your training department to create a program or module that agents/trainees will follow to learn and improve their English speaking skills.

3. Have your Training and HR Department collaborate to carry out a fun-filled 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 handed out to make the whole activity memorable and the agents feel that their efforts are truly appreciated.

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

Aside from the tips above, remember that communication is a two-way process. It follows that in order to establish good communication, an agent must first be a good listener and know how to get a customer to provide the information they need in order to address concerns or offer solutions to the problem.

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