Accent Reduction Training
for Contact Centers
EMPOWER YOUR CONTACT CENTER AGENTS WITH CLEAR SPEECH.
Create an Outstanding Customer Experience.
Learn how accent reduction training enables agents to speak English with clarity, confidence, and impact. Judy Ravin, President of Accent International, shared her thought leadership at Customer Contact Week 2023 in Nashville. Hear Ravin’s insights on accent reduction as a workforce development tool.
SUCCESS STORIES:
“By investing in our employees' growth, we enhance our ability to deliver exceptional service and ensure our customers feel understood and valued.”
VICE PRESIDENT OF CUSTOMER EXPERIENCE, TRAJECTOR
HOW TO GET THERE: THREE OPTIONS
Option 1: Agent Training
With our Powerful Pronunciation® program, your agents will speak with clarity, accuracy, and impact. They’ll lower their Average Handling Time (AHT), increase call quality, expand customer loyalty, and experience a surge of confidence.
Powerful Pronunciation® includes:
Private or small group accent reduction training- Learning content that’s fully customized per company and per person
- Initial and Final Assessments
- 10 hours of remote, live instruction
- Site license to Accents International’s proprietary online learning library, “American Pronunciation: Core Techniques for Success”
- Program Managers who handle all logistics
- Improvement metrics of greater than 70%
Private or small group accent reduction training“Agent A: Average Handling Time (AHT) before English pronunciation training was 3.86. AHT dropped to 3.12 after training.”
– NEW CLAIMS INTAKE TEAM LEAD, TRAJECTOR MEDICAL
“Agent B: Conversion from lead to new client increased from 1.17 average to 1.865 average after training.”
– NEW CLAIMS INTAKE TEAM LEAD, TRAJECTOR MEDICAL
Option 2: Online Learning Product
American Pronunciation: Core Techniques for Success is an interactive, audiovisual learning library that enables your agents to pronounce the sounds in English that do not occur in their first language. This comprehensive learning tool includes:
- 47 videos that demonstrate the articulation techniques for every American English vowel and consonant sound
- 300 videos of pronunciation techniques for the most commonly used words in English
- 40 chapters of practice exercises
- 19 chapters that provide instruction and practice for American speech patterns: rhythm, stress, and intonation
- “My Library”; each agent has a personal library customizable to their language needs
- An extensive glossary of American idioms
- A “How to Practice” section that provides tips and techniques for long-term skill acquisition and carryover
Option 3: A Complete Accent Reduction Train-The-Trainer Program
Create Force Multipliers. Your trainers will learn everything needed to teach accent reduction to an unlimited number of agents. Learn how it works.
SUCCESS STORIES:
“This program goes beyond pronunciation training; it's about providing our employees with a lifelong skill and the ability to make a lasting impact."
DIRECTOR, PHILIPPINES, GLOBALTEK BPO
Course Description
| Course ID: | POWERFUL PRONUNCIATION® for Contact Centers- PPCC #3621 |
|---|---|
| Course Name: | Accent Reduction for Customer Service Representatives |
| Topic: | Clear Communication for Customer Support. Content customized per company and agent call-scripts. |
| Format: | Online or onsite instruction; group programs |
| Hours: | 10 Hours of Live Instruction |
| Initial and Final Assessments: | Demonstrate each agent’s progress metric |
| Instructors: | Accents International Senior Faculty |
| Dates: | Determined by client preferences and agents' availability |
| Certificate of Completion: | Yes |
| Language Level: | Advanced English Language Speakers |
| Requirements: | Customized Practice Guides after each session; written and recorded. Weekly review of participant's practice recordings. |
| Post Course Support: | Site-license to Accents International’s online proprietary learning library, “American Pronunciation: Core Techniques for Success.” |
FREQUENTLY ASKED QUESTIONS
Accents International offers three types of programs to enable your agents to quickly master the American accent:
- Live instruction using the Ravin Method® of rapid accent reduction training
- Self-paced accent reduction programs using our online learning product, “American Pronunciation – Core Techniques for Success”
- Train-the-Trainer programs conducted by Judy Ravin, President of Accents International which enables contact centers to offer this training in-house.
- We accommodate up to ten contact center agents per group.
- There is no limit to the number of group programs we offer per contact center.
Factors that affect training costs include number of participants and length of the program. Contact us today to discuss your contact center’s needs.
Accents International leaves the choice up to you.
Some contact centers prefer online training using the remote learning platform, and some prefer in person training. Whether training is delivered online or onsite, you can expect an average improvement of greater than seventy percent.
Yes! With Accents International, your call center agents will learn to better understand unfamiliar accents and strengthen customer relationships.
