Fluency in English for Call Centre Jobs

Fluency in English for Call Centre Jobs - Useful Tips to Improve

FastInfo logoBy FastInfo Class Published On 05 Jan 2023 Updated On 02 Feb 2023 Category Spoken English

Do you worry about your fluency in English? Why should you be? 
We are here to assist you. With little practice and knowledge, you can improve your fluency in spoken English for call center jobs.  

As a call center agent, you must converse with customers and offer them solutions. However, if you don’t speak English well, getting a job in the BPO sector can be challenging. This does not imply that you ought to give up. This blog will give you some useful tips that you can use to practice and enhance your speaking skills. 

But first, you should know what BPO sector is and why fluency in English is necessary for this sector. 

What is BPO?

The full form of BPO is Business Process Outsourcing. BPO is a type of outsourcing that occurs when one company assigns one or more of its business processes to another company. Customer service, back-office work, HR tasks, payroll, data entry services, market research, etc. are some of the common functions of a company that is outsourced. Fluency in English is a must in the BPO industry. For obvious reasons, businesses prefer to work with English-speaking customer care representatives from the United States.

Importance of English for Call Centre Jobs

You can build strong and long-lasting connections with overseas clients by communicating with them effectively in English and earning their trust. The main focus of the BPO sector is answering calls from foreign clients whose main language is English. Consequently, having effective communication skills is crucial for you.

The workforce of the outsourced agency must be fluent in English because the majority of English companies choose to conduct their outsourcing operations in a country with a similar culture. The BPO agents are better able to communicate with foreign clients when they speak English well. This is necessary considering the main purpose of BPOs.  

Why Fluency in English is Important for BPO Jobs?

Having English speaking ability is crucial in the workplace. It is not just applicable to the BPO sector or any customer service jobs. You have the advantage of qualifying as the top performer if your English is good in any corporate sector job. Additionally, being able to communicate with people from all over the world and finding more career options are both made possible by learning English. Since you must constantly connect with clients from other countries, it is especially crucial in the BPO sector. The companies that outsource must consider the aspect of fluent English. 

How Can You Improve Fluency in English for Call Centre Job?

A poor call may leave both you and the caller feeling frustrated or unsatisfied after a poor call. A successful call helps you and your caller to make a powerful decision. Therefore, using the techniques mentioned below will hone your English abilities.  

Listen to podcasts

Listen to as much English audio as you can because listening is a significant part of working in a call center. You can become more accustomed to varied vocal tones, accents, and speaking styles by listening to English podcasts. 

Use call center script

Read the call center script, practice without seeing it, and prepare for any inquiries that the caller might have. By doing this, you will feel more assured that you can manage any issue that arises with confidence. 

Practice with partners

The most effective approach to getting ready is to practice with a partner because it’s all about interaction. Find a coworker who wants to practice with you or a friend who desires a similar job, and you can work out together. 

To improve your speaking and listening abilities, you can also join a spoken English course by FastInfo class and learn from a qualified and experienced English teacher online.    

Engage in multitasking 

Learn to talk and type simultaneously. This will save you time and improve the quality of the work at a higher level. While chatting with a friend at home, work on your computer to convert the friendly chat into useful practice.    

Practice daily

The task of learning a new language is challenging. And the problem instantly increases when you have to utilize that phrase professionally. But keep in mind that you won’t learn English fluently overnight.  

You will need to practice every day, and it will take time. Regular practice will help you identify your weaknesses and strength. Spend at least an hour each day reading and listening to English.

10 English phrases to use in BPO Industry

Here are 10 phrases a customer service agent can use to make a caller's experience pleasant.

  1. “I appreciate your patience…”
  2. “I’d be happy to help you with ________
  3. “One moment, please.”
  4. “Thank you for calling.”
  5. “Could you please repeat that?”
  6. “We’ll get back to you as soon as possible.”
  7. “Could you tell me the account number, please?”
  8. “What company are you calling from?”
  9. “I apologize for the inconvenience.”
  10. “Bear with me and we will find a solution.”

Wrapping Up

Being fluent in English is crucial if you work in the BPO sector. In this industry, you frequently need to communicate with foreign clients whose first language is English. Therefore, having fluency in English will give you an advantage. 

FastInfo Class tutors will help you improve your fluency in English and achieve your goal efficiently. Join call center English Speaking Training Course for your career growth and to crack the interview process in the BPO sector or any customer service job.

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