The BPO industry has provided jobs and opportunities for millions of Filipinos over the last several years. Most BPO employees work as call center agents for technical support and customer service.
One of the requisites when working as a call center agent is good communication skills because customers or callers are usually from foreign countries such as the US, UK, and other English-speaking countries. Many people wonder if they need to have an American accent to be able to work as a call center agent.
The answer to that is NO; you don’t need to have an American accent to work as a call center agent in the BPO industry. Here is a list of things that you should focus on to answer the eternal question; do I need an American accent.
The most valuable thing is having a neutral accent. As long as callers can understand what you are saying and you do not have a heavy regional accent, you will be fine.
Focus on proper grammar and pay attention to your subject-verb agreement. Widen your vocabulary by exposing yourself to movies and reading materials in English. If you see a new word, look up its meaning in the dictionary or on the internet.
Another valuable asset of call center agents is their ability to comprehend their callers. So start honing your listening skills to really understand what the customer on the other end of the line is saying. Familiarize yourself with your account and research topics related to that field. These are far more important than just concentrating on emulating an American accent. This show of accent could actually backfire and distract you from taking care of your customer’s needs.
Back to Basics
Just keep in mind that all you have to do is to achieve a neutral accent, be really attentive to what the caller is saying by improving your listening skills and just be yourself so that you can focus on the task at hand.
At Global Innov8ion Inc., you don’t need an American accent or any accent at that to improve your customer service skills. Just contact us at email@example.com to find out more!