The question of voice quality in answering service shows up every now and then
. You will find that many customers complain about the voice quality when they are making calls to the inbound call center desk. Anyway the calls are being routed to offshore call centers located thousands of miles away. To add to it, the use of inferior technology to attend those calls has a serious repercussion on the quality. Customers making the calls often have to listen very carefully to make out what is being said from the other end of the line. Things get tougher because of the accent of the agents. Many natives of America fail to understand the speech inflections of the agents who are answering calls from countries like India.
Experts at the call center units will have to take note of this problem. The answering service department is known to handle several complaints against it on a daily basis. It's very hard to find someone who was happy with the customer service that they received. Almost everyone has something nasty to say about customer care. Either they raise questions about the efficiency of the call center services, or they have a problem with the accent and the language that the agents speak. The grievances against the voice clarity and quality will only complicate the problem further. BPO units have to address this problem as the main way to remove the many complaints registered against the department.
To remove the voice clarity problem, there must be some technological changes. That is always there to improve customer service. However, that is not all. The call center agents have to particularly careful about the infrastructure that they have. The web-enabled services used have to be based on superior software and the agents handling them need to know the nitty-gritty of that. The responsibility of the BPO unit is to train the agents in a way that makes it possible for them to hike up their performance levels to a degree that is on par with the rest of the world. There are times when despite superior technology, the work of the agents is not of the international standard. That's when the call centers have to make their training modules better than they are at present. Voice clarity is important and must not be relegated to the sidelines.
The voice clarity of the calls can improve with speech and vocal training. Agents working out of offshore call centers in India or Africa are more likely to have problems with the right accent. Many of them try to fake the American twang and fall miserably short of expectations. In fact, using the fake accent makes their voice gurgle and even more intelligible. The way out is to use a voice trainer at the call center. The voice trainer can erase the wrong pronunciations and also cut down on mistakes related to tone and inflection. You have to ensure that you are taking constructive steps to tide over the problem for good. Patch work won't hold up.