Why Good Speaking Skills Required in Contact Centers?

English speaking skills bad result in frustrated, dissatisfied customers. They call, believing that you are the expert of your concern and hope that you would be able to address or answer any questions you may have, but what they have in place was a conversation I can barely understand, much less make the instructions is telling you to do, if any.

The result would then apart from disgruntled customers, get points off your score card or worse, actually will be called to explain why and what happened during that call for his immediate superior and receive a written warning, if this happens to be the first offense. Either way, you have made a bad impression on both your supervisor and the client.

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

1. Make your software Training Department instill in learning the English language, as part of the whole training process. This software has a set of selection which focuses on different English language skills either in speaking, listening, reading comprehension, vocabulary, spelling and grammar.

2. ESL instructors cars to assist the training department in coming up with a program or module that agents / students continue to learn and improve their English speaking skills.

3. Make your Training Department and Human Resources work together to celebrate a day of fun-filled competition involving the use of the English language as a good game of Scrabble, Bugle, pass the message or finish. Of course, simple prizes will be awarded to all the memorable activity and make the agents feel that their efforts are truly appreciated.

4. Promote reading and encourage self-learning or practice by having phrasebooks and common idioms in English.

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

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


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