My first job out of college was as a reservations sales agent for a small airline called North Central Airlines in Minneapolis. It eventually merged with Southern and Hughes to became Republic, and then joined with Northwest Airlines. By that time, I was the manager of training for six call centers. I'll be writing more about all that jazz, but for starters, there are some basic tenets to follow if you're responsible for a phone answering service staff: Training Phone Answering Service Staff.
I'd love to start a conversation with those of you out there responsible for call centers. Talk to me.
Comments
Hi
Im from Bangalore, India. I have been training for the past three years. I spent two years training Aspirants and Employees of various top MNCs on Voice and Accent, Grammar and Behavioral Programs. Voice and Accent is an area of training I just love because it is fun and I try to involve a lot of talking to ensure that pronunciation is altered over a period of time. When training I try to focus on neutralization of Accents as compared to imitating or learning to speak in a particular accent. A reason for me doing so is very basic-COMPREHENSION of accent matters but Speaking to be understood is an aspect that shouldnt be compromised on -It is a quality aspect.
I really admire what has gone into getting this site Teacher and Learner Oriented. My first reference to see if I am doing a job where Grammar teaching of adults, Voice and accent etc are concerned is this site.
Thank you
Samantha Bayer
Hi Samantha!
I’m sorry it has taken me so long to reply. Thanks for sharing your experience with teaching voice in India. Fascinating!
I agree that the most important thing is comprehension. I have a friend who grew up in the Ozarks with a heavy Southern accent. He chose to go into radio and worked hard to neutralize his accent so he could be better understood. I’d like to talk with you more about this. I’ll email you!
Deb
Hi Deb
Sorry for the delay. You could definitely email me. It would be an honor.
I want to get deeper into the subject of Voice and Accent Training. I am trying to put together a set of activities that will allow trainers to work with their delegates on improving accent. I would love to hear your views on ‘Best practices’ that are followed in the Industry.
Samantha Bayer
yes really telephone answering service is really very useful to the customers…it provides them great satisfaction….
I’m quite interested if your methods are applicable to Multilingual Call Center Answering Service.Or do they only apply to English-speaking ones?
I hope I can get your view on this matter. Some helpful tips will be greatly appreciated. Thanks!
In this competitive industry, phone answering training service is really a must. Effective phone answering skills are essential to creating a positive first impression that sets the tone for the rest of the customer’s interaction with your organization. So don’t leave it to chance! Implement an effective telephone etiquette skill training program from the experts.
Hi Terry
Well, I do work with an English speaking desk. There is a lot that goes into training a bunch of people to speak correctly, however, I speak for English speaking customer/technical desks. I havent dealt with any other language.
If you need help with Answering Calls- then I mostly certainly would help you. Rightly put- Telephone Etiquette with Accent Training is a must in the Industry.
Cheers!
Training is key for quality staff members. The more they know and the better trained they are, the better they will be at answering callers questions and improving satisfaction for customers and business owners alike.