Message for Call Center Managers

Hi All,

The developments of call center industry in Middle East have encouraging edge. Offshore call centers are doing well enough for multinational organizations through out the World.

North American Companies such as IBM, Dell and many others Companies are providing their customer support through these offshore call centers. India, Pakistan, Philippines, UAE and Srilanka are the countries considered as a leading contact center industry. In Pakistan education is playing important role in this era once you get into call center industry it means you have to deal with the languages. English is a common language most people even their first language is not English they can communicate their messages by using English .Now the problem is accent.

My approach about accent is whoever talk about accent it means he has some kind of complex in their heads cause a person is trying to convey a message in your own language plus talking about your benefits and you are not in a condition to buy anything you didn’t find a way to get rid of this call and you said you have Indian accent what does that mean.

My question is can you speak a single word of my mother language answer is no. So it means we should appreciate them and try to find a simple way to avoid this call. I know the importance of language if you are speaking clear language plus in Consumers way he feels security and eventually you built some kind of confidence during the conversation which leads to an instant sale. But we shouldn’t forget the importance of our Telesales associates they are doing well enough and their Customer Service skills should be appreciated . My Message is for Call Center Managers please try to avoid these kinds of pressures on your CSR’s these can have worse effects on selling and telesales representative’s attitude. Now the solution is we should try to speak clear English or whatever language we are communicating. We can overcome our listening problems by watching documentaries and movies we can improve our spoken language skills by realizing the whole day activities at the end of the day translate them into English and present them in front of mirror. Good intentions are important this rule applies in all sort of life aspects.

Whoever get benefit from this article remember me in your prayers.

Aamir Malik
amir@fastechsolutions.com