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Training Philippine Call Center Agents

Jan 29, 2008
Getting into call centers in the Philippines requires confidence, College education, good English communication skills, and customer service skills. These capabilities are all gauge and examined in the recruitment process in Philippine call centers. Although this process is not easy, those who are truly good can enter the call centers and start a financially-rewarding career.

Getting into call centers, however, is but a step in the process. It is also equally important to develop oneself and improve the skills that the agent already has. This way, he will be able to face the challenges and the rigors of the job of the call center agent. After all, there are a number of things that a call center agent should master in order to provide customer service satisfactorily.

Accent Training. Even if Filipinos have good English communication skills, there are still traces of regional accent in their oral English. The goal of accent training therefore is two-fold, one is to neutralize the Filipino regional accent so that other nationalities could understand Philippine call center agents better. The other reason for accent training is to help a call center agent understand the accent of the customers that they will be serving.

The United States has a variety of accents the Black American accent, the Southern and the Northern accents. For ears that are untrained, some of these accents would be difficult to understand causing the agent to ask the customer to repeat his questions or requests again. If this happens a lot of times, it would be annoying for the customer. So call centers in the Philippines have to make sure that their agents can understand their customers well. Customers in Australia also have a different kind of accent, which closely resembles the British accent. As such, the agents should be able to approximate, if not totally copy the accent of Aussies.

Computer System Training. Depending on the account being handled by a call center, the agent also need to learn how to manipulate the customer relationship management software being used. Since most Philippine call center agents have skills in using the computer, this training would be much easier to implement. Part of this training is to help the agent know the kinds of technical requests he need to make in order to help the customers whose calls are routed to the call center.

The training of Philippine call center agents usually last for 4-6 weeks. The first two weeks is usually dedicated to accent training and the remainder is for product and services training and system training. Along the way, the trainees will be made to listen to actual calls in the center and make them evaluate the call in terms of its strengths and weaknesses and how they can apply their training to the particular situation depicted in the calls they listened to.

Part of the assessment in the training is for the trainees to handle actual calls. This is usually done on the last few days of the training in preparation for the agents to accept live calls. An effective training program will enable a Philippine call center agent to deal with customers and provide the service that they deserve.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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