Teach English to Call Center Agent Aspirants

Edited by mahalia jovita b. bugasto, Anonymous, Lynn, Eng and 12 others

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In the Philippines, if you are looking for a job that can both have high compensation and be rewarding, then the call center industry is the right path to take. Since in the Philippines, English is just a secondary language, not all of Filipinos have the ability to speak the English language. In call centers they are looking for individuals that have "good" English communication skills, can do multi-tasking (doing two or more tasks at the same time), and are of good moral character. Filipinos are naturally hospitable and very welcoming, so I think the good moral character is innate in each and every one of us. Then multi-tasking can be taught when you already know what you need to do, and with practice you can perfect this skill. The trait most important to call center agent aspirants is there English communication skills. There are a lot of things to consider and learn if you want to be a call center agent. The things that will be mentioned below on how to teach call center agent aspirants are based on the actual curriculum that is being used for call center training academies in the Philippines. The curriculum that we will follow is structured and proven to help people acquire and keep call center jobs around the Philippines.

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For a person to be considered as English proficient, they should have

  1. 1
    Good Vocabulary" A person is considered to be good in vocabulary when they do not switch code from English to Tagalog.
    This means they have to speak in complete English, not speak in English and then revert back to Tagalog when you forget an English word. They should know how to use their words accurately. Then they should also know the correct idiomatic expressions for particular situations for them to sound good and knowledgeable. To enrich their vocabulary:
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    1. In class, do activities that will introduce the students to new words. Ask them every day you have classes to prepare a new word that they have encountered, share its spelling and meaning, and use it in a sentence.  
      1. Ask them to read English books, magazines, or even the newspaper.
      2. Ask them to watch American movies, watch a TV series, or even watch the news CNN and such.
    2. Practice speaking in English all throughout the training.
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  2. 2
    Know Grammar Rules" this is one important factor when you are teaching English to trainees.
    This is the basis of everything they will be saying to a customer when they "go live". This is important because this is the foundation for speaking in English. The trainee should know and UNDERSTAND that in grammar, it's not enough to just know how to speak in English you should also know HOW it is done, what the rules are and what they should and should not say. To understand grammar:
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    1. You must teach SVA or subject-verb agreement. The golden rule for SVA is that a singular subject requires a singular verb. A plural subject requires a plural verb. Another thing to consider or another important tip for SVA is that if a word is used as a verb, then the word that has the S is singular and the word that doesn't have the S is plural. But if a word is used as a noun, the word that has the S is plural and the word that doesn't have the S is singular.  
      1. Ex:  
        1. She walks with David vs. We walk with David (verb).
        2. The table is over there vs. The tables are over there (noun).
    2. Proper use of the prepositions is also a key. Without prepositions, a sentence may be deemed incomplete and without a thought. Some may consider prepositions unimportant, but do not be mistaken they are very useful, especially if we are to use it to create grammatically correct sentences.  
      1. Examples of prepositions are on, in, at, beside, above, and many more.
    3. Correct usage of the types of tenses is another factor to create grammatically correct sentences. For use to express if it is in the past, present and future, you must understand the use of tenses.  
      1. Ex.:  
        1. Go" Present Tense
        2. Went" Past Tense
        3. Will Go" Future tense
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  3. 3
    Sounding American" In call centers, most of their customers will be from America.
    That is why it is a key factor for you to learn American slang. Just like the Filipino language, you should learn how to use the American dialect. It's not just about being slang, but about sounding just like Americans and how they use their words.  
    1. You should be familiar with the American vowels sounds. You should know the difference between a short O and a long O, and a lot more.  
      1. Lose vs. loss
      2. Fist vs. Feast
    2. You should also be familiar when it comes to consonant variations - the difference of P and F, B and V, etc.  
      1. Peter Piper picked a peck of pickled peppers
      2. Fred forgot to fry fish last Friday
    3. You should know how to aspirate the beginning of stressed syllables. Aspiration is the rise of the tone to distinguish what the meaning of the word you are saying is.  
      1. Project (noun aspirated on the 1st syllable)
      2. Project (verb aspirated on the 2nd syllable)
    4. Lastly is that you can produce voiced and voiceless sounds. You should know if a letter is silent or not.  
      1. This" TH is voiced
      2. Thunder" TH is unvoiced
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  4. 4
    Sound Groups" You should know how to link words together for it to sound like slang and not pronounce your sentences word by word.
    You should be able to link their words.  
    1. Would not" Wouldn't
    2. Is not" Isn't
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  5. 5
    You should be able to produce initial, medial, and final sounds.
    You should know how to stress on words this works hand in hand with good vocabulary. You should also be able to know how to shift the stress once needed.  
    1. CHIEF-tain (stressed on the first syllable)
    2. Ma-JES-try (stressed on the 2nd syllable)
    3. Ma-Jes- TRATE (stressed on the 3rd syllable)
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  6. 6
    You should sound smooth, not choppy.
    If you know what you are saying and are confident, there is no way for you to stagger when expressing yourself.
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  7. 7
    These are the things you can use for to teach English proficiency and help out those who are lacking the skills to ensure a stable job and have a chance for a good paying job.
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Questions and Answers

How can improve my vocabulary as a customer service representative?

I had an interview 2 days ago. Everything was good but the interviewer said that I have a good bases but I need vocabulary.

Reading English books and magazines and watching English television shows and movies will help you improve your vocabulary. You can also go to online chat rooms to talk to native English speakers who can help you improve your vocabulary, as well.

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See more questions like this: What can we do to improve our performance?

How important is English communication for a call center agents?

For thesis writing related study.

The purpose of a call center agent is to be able to provide assistance and solutions or information to persons who call in. Therefore, proper command of the English language, and the ability to understand different forms of spoken English, are essential to the job. You're welcome to reference VisiHow in your study, and we can provide a direct quote if you'd like further assistance.

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See more questions like this: Can I work in a call center even if I'm not really fluent in English

I would like to know how to learn more vocabulary in order to work in a call center?

It's just I don't have enough vocabulary, therefore I feel uncomfortable when I have to communicate with others.

To improve your vocabulary, you can join a talking club, which usually have native English speakers. You can also find many people online who are willing to talk with you in English, or have practice conversations with you to help you expand your vocabulary. Another great thing you can do is find top English publications, like Forbes, or something similar, and then read those out loud to yourself. If you have trouble with words or definitions, you can then look them up online, and practice using those words in daily conversations.

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Are personality, English communication skills factors to a successful call center skill?

Does personality affect the call center environment

Personality is the second most important item after your command of the English language. For example, a person might be very upset over a simple technical problem that they have caused. In their mind, they do not feel responsible, and blame the product manufacturer. In this case, your personality can be the difference between creating a brand advocate (someone who gives free word of mouth advertising for the company or product at no charge), or a brand assassin (someone who will go out of their way to talk about how bad the company or product is). Because of this, call center agents must have excellent English skills, and also winning personalities.

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Most of the time, if you've got what it takes in terms of language skills, and you display a willingness to learn (and are not at all argumentative), you can convince a call center manager to hire you. It's their job to teach you how the company expects calls to be handled - you just need to have what it takes to get in the door, and the right attitude to learn.

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See more questions like this: I want to learn more and enhance my communication skills in English?

How to have accent like an American?

How to have accent like an American

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How can I improve my grammar in using Past, Present and Future tense?

I can make a paragraph but sometimes it am confuse in using some words like when to use ASKED and ASK. Using Past, Future, and Present tense makes me confused also. It is also hard for me to used words that ends with -ed, -ing, -es. It is also a problem when using subject verb agreement. I'm really looking forward to your lessons.

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How can I improve my knowledge in English?

I want to improve my speaking in English to apply to the call center

Improving one's English is an endless process. Speaking English confidently can be expedited with diurnal reading, practicing, thinking, and listening. Study in the morning, while you are on the bus, during lunch breaks, after work, and even during a party. Every free hour must be devoted to the language.

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  1. 1
    Listen to your favorite music by picking songs with intricate lyrics.
    Then, sing the lyrics along with the vocalist and, eventually, learn them by heart. Think them over during free hours.
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  2. 2
    Read books that seem hard for you to understand.
    Every time you encounter a word or phrase that you do not know, you must look it up, write it down, and use it in a sentence for several days until it is in your long-term memory.
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  3. 3
    Pick a random topic, preferably a call-center-related one.
    Start talking nonstop about it and record yourself while doing so. Analyze your speech afterwards.
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  4. 4
    Start to think in English.
    Count numbers in English in your mind. Think to yourself in English.
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  5. 5
    Challenge your mind.
    Refresh your vocabulary, read classic poetry, engage in monologues with yourself about your daily events, including as many adjectives and adverbs as possible. If you cannot think of any adjectives or adverbs, open a dictionary and study appropriate words.
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  6. 6
    Learn synonyms.
    You must be ready to name several synonyms for each word.
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  7. 7
    Always verify everything with reference books.
    No one can speak absolutely perfect English, and the wrong advice might be given to you. Always use several grammar books, thesauri, or dictionaries to check something that you doubt.
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Get confused talking to the customer?

How to attract a customer towards your product

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Why I can't explain about call center?

About Question for internet a customer asked me

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Can you give me some guidelines for constructing words easily?

Guidelines for call center job. I have tried: To speak English by myself. I think it was caused by: Lack of practice and knowledge about English grammar

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My question is how can I improve listenig skills?

Please help, I need to work at the call center in my country

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Hello, I was looking for job openings for English coaches?

I was wondering if you knew of any teaching jobs available in the Philippines as an English coach for call center agents

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I can't speak straight in English.. but I am willing to learn?

My problem is that I am now applying for call-center company but I am always nervous every time I speak in English. I have tried: I am learning words from dictionary and I am practicing alone. I think it was caused by: No exposure.. stagnant

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See more questions like this: Can you help me to become a fluent English speaker?

Main words that have to be learned for the position?

Hi, I just want to know about the most used words at a call center in the technology industry. Perhaps a few colloquialisms there are to be applied when working at. I have tried: Learned by myself. I think it was caused by: My lack of English contact

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Written English in composition and email writing?

Need assistance in developing written English specially email etiquette and other aspects of it. I have tried: Why you ask. I think it was caused by: Not related

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I can't well construct a sentence nor pronounce the words?

Can't pronounce very well, and can't properly construct sentence. I have tried: Non so far. I think it was caused by: Lack of English

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Could you provide me with a simple speech exercises before the training?

I am teaching my students how to speak English well using an American accent.

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How to sell product how to introduce and how to pitch. our company is software testing?

We are going to software testing so I want to know how to pitch. I have tried: Not yet tried. I think it was caused by: Don't know how to do

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Recent edits by: VisiHow, Aaron16360, R19

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