How to Prepare Before Applying in a Call Center
Posted: Tuesday, September 14, 2010
by Mindrich Velos
http://www.betteredit.com
Before the employment comes the pre-employment, usually composed of a battery or series of tests, to determine the applicant’s suitability for the job. Different companies may have varying procedures, but they are generally composed of online questions or problems (using the computer) and interviews (person to person, even if via the telephone).
Word Power– This concerns familiarity with the meaning and usage of common, and not-so-common, words used in daily conversation or in unusual circumstances. Synonyms, antonyms, and homonyms are staple items. Expect also acronyms, especially those related to the particular line of business the company is engaged in. (Examples: WWW, USB, URL for the information technology field: IV, GU, and ICU in the medical field).
Active Listening– Previously recorded readings or voice-tapes are played and listened to by the applicant, who must afterwards answer questions about the message just heard. It may take the form of multiple choices almost equally suitable.
Idiomatic Expressions –One thing many applicants do not realize is that Americans use idioms a lot. There are the more familiar ones like “heartbroken”, “rip-off”, “pulling my leg”, "window shop", "chain smoking" and the less familiar ones like “break a leg”, “blown away”, "running on empty", bread and butter", and “catch 22”. ( Hint: Pay careful attention to television programs and shows from the US The plot and dialogue interrelate with each other that idiom context could readily be understood. In like manner, slang language and colloquial expressions and clichés could be interpreted more easily.)
Interview Savvy– All the so-called call center training schools have one foremost aim: to develop in the student the ability to express thoughts and ideas extemporaneously. Many class activities are therefore impromptu in nature, designed to cultivate quick thinking and response in a smooth flowing presentation.
Pronunciation– Most non-English speakers have a hard time pronouncing the diphthong AE, differentiate between B and V and also between F and P, and enunciate the combination TH ( Hint: to pronounce TH correctly, put the tip of the tongue in between upper and lower teeth; also when searching for the meaning of a word through the website www.m-w.com, pressing on the red speaker icon would give its usual way of saying.)
Intonation– This must not be overlooked as many clients become uneasy and distrustful of foreigners handling their line of business from overseas. A strange accent or misplaced intonation could even bring an incorrect meaning, as in the noun and verb usage of words like object, present, convert, project, discharge, express. In addition, a sentence with well –placed inflection and natural pitch makes for a more believable conversation. The same set of words, as in the simple greeting "Thank you for calling, how may I help you?" can be perceived by the caller as enthusiastic, disinterested, diffident, agitated, panic-stricken, scared, or terrified, depending on the tone of voice of the customer service agent.
Always keep in mind; a well-delivered agent's voice can bring rapport so valuable in this business.
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