Speakwell

“Live as if you were to die tomorrow. Learn as if you were to live forever.” – Mahatma Gandhi Are you afraid about your English speaking skills? You shouldn’t be. We are here to help you. A little practice and knowledge will help you in improving your English for your call center job. As a call center representative, it is your duty to talk to clients and provide them solutions. But having a weak grasp on English can cause you many difficulties. This doesn’t mean you should give up. The following list of tips will help you improve your English for call center job easily: Read English Often Read, read and read. The more you consume English content the more fluent you will become. It is not so difficult as well. You can get an English novel or a book and start reading the same. Or you can begin reading articles online (like this one). You can begin to watch English channels and content.  By watching them, you will be able to find the right pronunciations for many difficult words. It will also let you see how spoken English is different from written English. Try watching English news channels. It will make you fluent and adept at speaking English. You will start to speak with more clarity as you will listen and consume more English content. Use a Call Center Script While consuming English content will help you in learning better, it will take its time. For quick results, you should start using a call center script or a set of phrases. As a call center agent, you will have to face different kinds of people. Each person will be new and will have a unique set of problems. You might be calling them for telemarketing purpose or you might be handling a technical issue. In any case, a set of phrases ( or script) will prepare for different scenarios. You will have a pre-determined response for every kind of message you receive. This will not only help you improve your grasp on English but it will also make you a better representative. Phrases such as ‘I understand your situation’ or ‘A simple way to do that’ will let you handle a vast range of situations without losing the customer. Suppose, you receive an angry customer and he starts yelling. A reply similar to, “I understand your situation and I will do everything possible to help you” will get the situation under control. You can get a set or phrases or script online without hassle. Forget the Rules There are many differences between written and spoken English. One of them is regarding the Grammar rules. In spoken English, some rules of Grammar are forgotten for convenience. It doesn’t apply to every Grammar rule but only to some of them. Here are the instances when you can let go of the Grammar rules: Using short sentences: No problem. I understand. These are some sentences which you can use freely while having a conversation. Short sentences sound natural. You don’t have to speak every sentence with a definite Subject and Object. Compressing the words: Using don’t is much better than ‘do not’ in spoken English. You can also use ‘isn’t’ or ‘you’re’ whenever needed. These words don’t find application in formal English but when you are talking to the customer, you can make such exceptions. Talk to Others in English Find a learning partner and start having conversations in English. It will improve your spoken English considerably. You both can analyze your progress and find the areas for improvement. If you think you can’t find a learning partner then you can begin with your roommate, family members or friends. Include more English phrases in your vocabulary. Set a rewarding system for yourself as you learn new words and phrases to use. Having conversations in English will prepare you for handling the customers with better fluency. You will have a better command over English. Practice Daily “There is no substitute for hard work.” – Tomas Edison Learning a new language is a difficult task. And when you have to use that language professionally, the stakes rise automatically. But you should remember that you will not become fluent in English in a day. It will take time and you will need to practice daily. By practicing on a regular basis, you will find your weaknesses and strengths. Try to read and listen to English at least an hour a day. It will make you proficient in your trade and you will soon get rid of many issues. Bonus Tip: You can start taking English classes or learning from an instructor. A teacher will spot your weak areas quickly and give you precious insights on how to work on your speaking skills. Getting a course will also help. It is an innovative way to improve your English for the call center job without putting in much effort. Summary: Practice and follow the above tips. Mastering English isn’t a herculean task. If you need any help, you can contact us.

“Learning a language is to understand others; to form connections.” – Anonymous Need a little motivation to learn English? We are here to help. There are many reasons to learn this language. You will be able to make more progress in life without putting in much effort if you master English speaking. Moreover, this global language will help you open up new avenues to grow. Don’t think that learning English will harm your culture. In fact, it will do the opposite. The following list of the reasons to learn English speaking will help you to understand this topic with much clarity. You can apply for better jobs Having a high-paying job is a dream of many. What’s the best way to advance your career? It’s by learning new things. And learning the most popular language on the planet will help you become a better communicator in the office. It will open up new avenues for your professional growth. Having a good grasp of the English language will make you eligible for many new jobs. You will be able to apply for better jobs with your knowledge. You can get a promotion on your current job as well. Learning English will benefit you especially if you are applying for a job in customer service, management or sales. That’s because you will be able to communicate in a more popular language. Many businesses see English as a more professional language too and learning it will get you a better job there. You can travel further English is spoken in over 50 different countries as the primary or official language. It is the third most common language in the world. This means after learning spoken English, you will be able to travel to many new countries. Learning about a spoken English conversation will let you go to most of the major countries in the world. You can also travel to those places where English is not the primary language. You will no longer be restricted to a few miles. You can get access to better content Do you like Hollywood movies? Or maybe you are a fan of Stephen Hawking? Learning English will help. Learning English will give you access to a lot of new content. You will be able to watch international films and novels without any difficulty. Although spoken English is a little different from written, it will not take you much to learn the latter. You will not have to remain limited within your local entertainment. You will have more choices. Most of the non-English content is also dubbed in English such as French or Japanese. So, you will get access to the content of many countries. You can make international friends Making international friends is quite easy nowadays. You can contact people through social media or the internet without going anywhere, irrespective of the place. By learning English you will be speaking a global language. And when you travel to foreign countries, you will get the chance to make new friends as well. you will be able to develop international contacts. Talking to people from foreign places will not be a difficult task for you. You can expand your knowledge “You cannot open a book without learning something.” – Confucius English literature is of exceptional quality. Some of the greatest books of all time are written in English. You will be able to read them without any problem and expand your knowledge. For example, Napolean Hill wrote the famous Think and Grow Rich in English, which is termed as the greatest self-help book of all time. It started the self-help trend. Or, try Geetanjali, a Nobel-prize winner for Literature written by Rabindranath Tagore. You can also read the poetry of Emerson or William Shakespeare. Imagine the possibilities when you will be able to read some of the best books ever written without any hassle. Most of the curriculum of science colleges (especially engineering and medical) uses English as the primary language. You can understand now how it will benefit you. You can increase your self-confidence Not being able to speak in English can lower the self-confidence of a person. However, that will no longer be the case. You will be able to have conversations with your colleagues and customers in English without a problem. Having this knowledge will increase your self-confidence which will also lift your self-esteem. You can write to a wider audience Do you like to write? If you do, having a good grasp of this language will help you reach a wider audience. Especially with the help of the internet, you will be able to create content that can reach millions of people in a matter of seconds. You can start a blog or write posts that can be read by more people than ever before. All because you will be able to write everything in fluent English. You can strengthen your culture Some people fear that learning English is harmful to their culture. But they don’t understand that learning English only helps in making their culture stronger. You will be able to connect with more people. If you want to spread a positive message, a wider audience will be able to listen to you. You will be able to teach others about your culture with less difficulty. Verdict Overall, learning any new language, particularly English, can transform your life. You will open new opportunities for yourself without any problem. Need help on this topic? Or have a thought to share? Feel free to contact us.

“Kind words do not cost much. Yet they accomplish much.” – Blaise Pascal When your job is to talk to your company’s customers, it becomes necessary to know what to say. While many companies understand the importance of good customer service, not many of them focus on improving it. But as a call centre representative, you’d want to help your customer as much as you can. Using the right words can help you considerably in this regard. Why use selective words (or phrases)? The choice of words can have a huge impact on your service quality. In most of the cases, when a customer comes to you, he or she is confused and/ or frustrated. The customer wants to know the answers to an issue or he/she wants to resolve one. You’ll be the person who will be taking care of the customer. If you irritate the customer, he or she might stop using your company’s product. On the other hand, if you treat the customer the right way, you might increase the company’s revenue. The difference in both of these scenarios is of the choice of words. But you don’t need to worry. We have compiled a list of the 21 best English phrases for call centre agents. You can get started with them right away. You can bookmark this page for future reference because these magical phrases can boost your growth easily. Apathy Phrases for Call Center Agents: I apologize for any inconvenience caused and I assure you I’ll do everything possible to help you I appreciate your patience I’ll do everything to resolve this issue as soon as possible What I can do right now is I see how frustrating it must be, let’s see how we can work this out If I were in your position, I would be feeling the same way You are right Your business means a lot to us These phrases will help you cool off a frustrated customer. Showing you understand their perspective and you will do everything possible to solve their problems will help you. Remember to keep your customers’ perspective in mind whenever you are dealing with the same. This way, you will be able to handle an angry or frustrated customer with much ease. Here’s an example of how you can use some of these phrases: Customer: What? I’ve been put on hold for over 20 minutes and you’re saying you have to transfer me? How much time will this take? Agent: I appreciate your patience, and I apologize for any inconvenience caused. I’m sure this won’t take much time. OR Agent: I understand sir. I’ll do everything to resolve this issue as soon as possible. You can use various combinations of these phrases to please the customers. Switching up the words is also possible but ensure that you sound professional and caring at the same time. Phrases for instructing the customer If you have to tell your customer to do something, do it in a friendly way. Don’t sound harsh or strict. Instead, tell them that the process is simple and it won’t take much time. All you need to do… A simple way to do that is to… Although these phrases are simple, they will ensure that your customer feels valued. Phrases for handling escalations in call centres “Any fool can criticize, condemn and complain but it takes character and self control to be understanding and forgiving.” – Dale Carnegie A frustrated customer can turn negative quickly and irritate you. As a call centre representative, you should always keep calm and avoid any outrage. The best way to do so is by using some of the following phrases: So you’re saying that… What you’re saying… If I’m getting the story right then… Did you mean to tell me… If I understand you correctly… Use these phrases whenever you feel angry yourself. It will let you refocus the customer on the related issue and not the conversation. Phrases for making the customer feel valued Making your client feel valued will help you in many instances. It will help you in removing frustration and improving the customer service experience substantially. Don’t know what to say? Here are some phrases that can help: That’s a great question… I would be more than happy… I would be happy to help you That’s a good choice A lot of people prefer Because you’re a valued customer You can win the heart of the customer by using these phrases. Imagine yourself on the receiving end of such emphatic and positive phrases. Wouldn’t it be great? Let us know if you have any concerns. We would love to hear from you.