Rey is currently a facilitator of an English Proficiency Program for kids and had worked in a call center. His company is planning to expand its services to include call center training, focusing on English grammar training. He asks, “What software can you recommend for training; mock call simulation, soft skills and other materials necessary to prepare the students for a successful call center career."
With his experience, he knows that language training isn't enough to make a person “call center ready”. I agree 100%.
There is a variety of software out in the market, but I wouldn't recommend one. I've personally seen some but it all goes back to the human touch. The software may be useful for those who need to start off with Basic English proficiency but not for call center personnel (agents). Some might recommend Berlitz, knowing with their years of experience, they would be an expert. I know some of the big players in the outsourcing business use this. But, it isn't enough. Though, it can serve as a starting point.
The key here is creating the grading template that will be used as the basis for the assessment. Focus on conversational skills and comprehension, not just grammar or pronunciation. You also need time to research (lots of it).
Lastly, hire a consultant that is preferably still in the industry. You will get the necessary information you need to be successful.
» Interactive Language Technology from IBM from CallCenterScript
IBM’s India Research Laboratory has a web-based software that initially was developed for a call center in India to raise its agent’s English proficiency. The tool seems to be like a real time online game that makes learning more fun.... [Read More]
Tracked on: July 14, 2008 2:52 PM | Permalink to Trackback