Many Indian call centers are struggling to provide high-quality voice based interactions. While the Indian agents have strong command over English, their accent has some peculiar Indian characteristics. This frequently results in a low quality customer interaction leading to poor customer satisfaction.
While most call centers in India conduct accent neutralization programs, these training programs have a number of weaknesses. Lester has developed a language-training program specifically aimed at addressing these weaknesses. The Lester Language Training Program (LLTP) is a result of over three years of research and experience in India.
Following are the main elements of LLTP that make it a highly effective training program.
- We use a proprietary agent screening process that
is specifically aimed at recruiting only those agents
whose accents can be improved. Lester uses American
linguistic experts and not Indians to conduct this
screening process.
- We put the agents through a 4-week accent-training
program. Again, American linguistic experts conduct
the entire training program. Lester has handpicked
these trainers who have many years of experience.
- We have customized the training material to specifically
address the characteristics of spoken English in
India. For example, areas such as speed of
speech, tendency to certain words, inability to
delineate between "v" and "w" are the focus of a
series of training modules.
- All the training is conducted over the phone as
opposed to a classroom setting. Each session has
only four agents. The agents are trained for two
hours a day, five days a week for four weeks. Since
the agents can't see the trainer and the trainer
can't see the agents both parties really have to
work hard to be understood.
- And finally, LLTP has an intense schedule of practice
sessions, tests and quizzes. The agents are given
one-on-one attention with specific feedback. And
the training ends with a final exam in which typically
5-10 % of the class is failed and judged not ready to conduct calls.
