Language Training and Language Training Practices in The Call Center Industry

Language training practices, in terms of management communication, are common to all call centers. Call center policies, requirements as well activities implemented and regularly observed. This descriptive research, which used qualitative analysis, investigated the language practices employed by trainers developing skills agents agents’ perception effectiveness provided center. Data were drawn from interviews with agents. Results revealed that had same their respective companies during assessment, monitoring, coaching. However, components or key areas criteria for processes, manner implementation intervention conducted varies one another. Accent neutralization was taught practiced eliminate regional accents while using scripted is formats branding first- timers. The findings this study also showed centers perceived differently found good enough job, others did not. Findings more focused on products less aspects. Agents believed not knowledge learned applied actual job. may consider focusing language, specifically areas/aspects have a deficiency.