Good English Skills in Call Centers
In outsourcing destinations, the question of available workers is never in doubt, the only problem here is the number of quality workers which are eligible for working in a call center.
From experience, I could say that out of 20 applicants for a call center position, you would consider yourself lucky if you could hire 5 for the said job. Three or four out of these 5 people would need to undergo training in order to really be a "qualified" employee in the call center industry.
The problem why there is a shortage of quality workers in these outsourcing destinations is the lack of English skills from these countries. Though most of these people are able to comprehend and communicate the English language, the skills needed are sadly lacking.
Personally, I think the only solution to this problem is an early training implemented to these population and it should begin in an early age.
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Outsourcing will continue to generate increasingly high standards of service as long as organisations understand which assets to utilise in order to achieve long term cost effective results.
Customer facing operations such as call centres, should not be outsourced. The customer interface must be maintained as a core in-house skill. It is in the back office processes, such as handling insurance claims, and software that organisations can truly leverage offshore skills.
With no requirement for customer interaction, there is no risk of alienating a customer or making a mistake through miscommunication. Highly trained, best of breed staff can deliver increased value and speed to market whilst enabling organisations to keep control of their customers in-house.
Comment by Joe Venkataraman on March 28, 2007 8:04 am
hi i love call centre training,and their
speeches.love to work in call centres;
Comment by sasikala on April 16, 2008 7:00 am
I am teaching Call Centers English, therefore I am very interesting in what you can share.
Prof. Mayra
Comment by Mayra on September 8, 2008 12:45 pm
I am an American expat teaching English in the Philippines as well as tutoring Chinese nationals here. However the BPO industry in the Philippines is also growing quickly and I am considering trying to get work as a free lance BPO trainer. However I want to get some more specialized training other than just my four year colege degree and ESL/EFL teaching certificate.
Can anybody recommend any BPO training programs online? Something along the lines of – helping me prepare to train prospective call center agents-
Timothy Daiss
Manila, Philippines
Comment by tim daiss on December 27, 2008 2:39 am
I think that’s already happening, a lot of people do begin to train in English at an early age as English has become a reference language world wide specially now with the Internet era. Soon, maybe less than a decade from now the number of English speaking people will be significantly higher, I have no doubts about that.
Comment by esl tutor on April 17, 2010 8:37 am