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CALL CENTRE

MTI problems?

I have a B.Com degree and now I am looking for a call centre job in voice process. But every time I go for an interview, they tell me that I have mother tongue influence. I am surprised to see some people who speak worse than me selected. Is it due to sentence formation, grammar, pronunciation or accent? Gilbert Guria .B

MTI is a common problem and can be worked upon. As you will be communicating with a global customer base, you need to have clarity and pronunciation. You may have good language skills. However, that alone will not suffice as the customers need to understand the sounds and pronunciation as well. You could work with a partner and read it out loud. Recording your voice and listening to it would also be useful. Try watching a lot of English shows or movies and focus on the sounds and their mouth movements.

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Business writing skills

We have a team of web-based agents who communicate with customers through e-mails. We would like to improve their writing skills, as the customers are not very satisfied with the responses they get. How do we go about training them?

Rajeev

While writing for business, you need to ensure quality of customer content, timeliness of response, efficiency and communication effectiveness. Design templates for standard recurring types of correspondence. The web agent then chooses the appropriate form of correspondence to fit the situation. The only thing required is to change the salutation, name, date and address. You could offer a basic writing skills course or back it up with an intranet resource centre to offer writing tips and information on grammar, spelling and proofreading.

(sunder.ramachandran@gmail.com)

SUNDER RAMACHANDRAN

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