Best Practices of Accent Training for Call Center Agents

The English accent is the foundation of every workplace and accent training is the most crucial part being involved, especially at every call center. Accent modification is important to avoid communication gaps, overcome language barriers, and to provide customer service efficacy.

Ultimately, the goal of every call center is to proffer exceptional customer service with the utmost solution. Providing the right solution to the customer gets stymied due to a lack of good accent skills. That’s why companies introduce voice and accent softening courses to help the call center agents get the best accent training to scale up language proficiency with their speaking skills.

Why accent training is imperative for call center agents?

Call centers in the US or UK hire candidates to run the campaigns for their exclusive services and products. Every person joining the call centers are not well-versed with the tricks and techniques to adapt to the native American English accent or UK English accent.

Hence, due to the strong influence of native mother tongue, the beginner call center agents face trouble initially for understanding the different accents of the people on the calls. The English accent lacks proficiency in flawless communication with the customers, that’s why accent training becomes imperative for call center agents.

The English accent training ensures:

• A proactive response to the customer
• A quick solution to the customer’s queries
• Being able to understand what the customers are talking about
• Increased customer engagement
• Trained accent spoken agents deliver customer satisfactory results

To make that happen, there are some practices for implementing accent training for call center agents to improvise their accent proficiency level.

An engaging training session

By conducting the timely training sessions for call center agents, the accent proficiency of call center agents would be highly increased and their speaking skills would be polished now and then.

Timely feedback meetings

The joy of learning is certainly immense and timely feedback from the management/ manager is highly appreciated in terms of honing the skills of call center agents.

Let’s say, every call with the customer sees a positive response and the agent is capable of moving ahead with the unhampered conversations. Still, to let your customers hang up the call happily, your skills should be outstanding. It helps to engage the customer so that he/ she should buy your product or use your service without a doubt. To let that happen, timely feedback is imperative.

Embrace English accent speaking culture

When we work in some organizations, people tend to speak more in their native country’s language with each other while not conversing with the client or the customer on the call. And, believe this is the biggest enemy of your inability to speak in English accent.

Even if you are sitting with your colleague in break time, try to speak in a native American English accent so that it become encouraging for others also to make the English accent speaking culture throughout the working hours.

Give agents different accent training

The call center agent should be trained with different accent training like US, UK, Canadian or Australian accent. This is vital because as a call center agent, it is unpredictable to receive or make the call to the people belonging to different nations. And, the chances are high that they might not understand the particular accent that you speak in. Hence, companies should incorporate special accent training modules to empower their agents to speak in multiple accents.

Conclusion:

The accent training process at call centers has become the trendiest thing to neutralize the native accent. Companies prefer to incorporate special accent training programs to overcome the challenges faced by the calling agents due to the accent speaking barrier. With the help of exclusive accent training programs, companies are accomplishing the goal to dignify the English pronunciation of calling agents and help them become outstanding both professionally and personally.