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Call Centre

Voice and accent trainer

I am doing my final year graduation in English literature. I am the class topper and plan to do my post graduation in English and enter the BPO industry as a voice and accent trainer. Is a postgraduate degree in English good enough qualification?

Pallav Annavati

As a voice and accent trainer, you need to demonstrate presentation skills including creative training techniques. A degree in English is preferred but not mandatory, as long as you have excellent written and verbal communication skills. You must also have flexible attitude and have an understanding of foreign cultures i.e. US and UK.

Retired professionals

What kind of opportunities are available for retired professionals? I took voluntary retirement from a public sector company and would like to do a part time job in a call centre.

Debar Javed

The BPO industry is perceived as an industry, which is biased towards young employees. A lot of BPOs hire people irrespective of their age as long as they can communicate effectively in English and are willing to work in a 24/7 environment. You can join as a front-end associate if you are looking for part time options.

Gaining call control

I work in a call centre for a cell phone company as a performance coach. and currently am in We have defined call control as using a statement or word that acknowledges the caller's concern or request. What suggestions do you have to improve call control?

Seema Sood

Call Control is defined as the ability to guide the conversation to the resolution in the most direct way possible. If you ever do feel that your call control is slipping, here are some tips to regain it: Using the customer's first name as far as possible in order to add a personal touch; Not letting your customer "go off on tangents" or get you to discuss things that do not pertain to the resolution of their issue

Telephone scripts

I would like to provide some good telemarketing scripts to my agents. Is there any specific documentation available on script writing?

Sri Buvanagiri

There are some books that will offer you general advice on writing call centre scripts. You can read the following. You can also find someone within the company with a strong customer service background. Let them work with your quality assurance or monitoring people and then have them create the scripts together. Also consider reading the following books: Scripts for Telemarketing by Kathy Sisk and Scriptwriting for Effective Telemarketing by Judy McKee.

How can I improve my accent? I am an arts graduate.

B.G Rao

This is a common problem. The key to improvement is practice. Read out loud for about 20 - 25 minutes everyday. Recording your voice and listening to it would help.

Watch English shows/movies and news to observe the mouth movement of the actors and presenters.

(Write in to - sunder.ramachandran@gmail.com)

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