International Call Center Training

Call center operators use headsets to facilitate their work.

International call centers help companies provide customer service and technical support as well as generate sales leads. In addition to the telephone skills training provided to domestic call center operators, training for international call center operators often also includes cultural and linguistic components.

Private Training

Individuals who wish to work in a call center may seek out call center training on their own. Many call center courses and certificate programs are available in countries such as India, where many call centers are located and where a demand exists for this type of training. Courses focus on topics such as accent reduction and neutralization, U.S. and U.K. English, correct pronunciation and telephone skills.

In-House Training

Multinational companies with their own international call centers or outsourcing companies that provide international call center services to other companies often rely on their own in-house training for call center operators. Operators learn about the company's specific expectations, policies and processes, which may include a call script.

Training by Outside Consultants

International call centers may supplement their in-house training with training by outside consultants. The training may focus on addressing problems customers have identified in a call center's staff or broaden the scope of training received from in-house staff. American accent training and empathy training are two examples of supplemental training that international call center operators may receive.

References

• Communicaid: American Accent Training
• Let's Talk: Call Center Training Module
• The Call Center School: Curriculum