BPA Featured Article

Watch Your Tongue! Monitoring Calls for Consistent Tone and Language

By Stefania Viscusi, Assignment Desk, Content Management
September 23, 2016

Call center agents have the unique tasks of ensuring callers on the other end of the phone are happy and satisfied with their interaction and with the company. This gets more difficult as communications channels expand and agents find themselves trying to keep someone on the other end of a chat screen happy too. Nothing is more important in these situations than keeping your cool and delivering consistent care – regardless of how the caller may be acting.

To add another level of difficulty, many businesses are expanding globally and that also means agents needing to understand varying cultures, tones and languages when they are delivering care.

In a recent blog by Project Implementation Manager at BPA Quality UK, Helen Beaumont Manahan discusses the reasons  to ensure agents are keeping a consistent tone regardless of who they are speaking to or how.

Call monitoring is key to making this happen. Reviewing calls for clients is how BPA Quality is able to assist on this front.

One of the company’s managed quality services reviews text and voice interactions in multiple languages. This is perfect for global, multi-lingual projects where it’s vital to accommodate cultural differences while still delivering quality care.

Some tips for staying away from blunders according to Manahan include avoiding language-specific figures of speech. They don’t translate well and they can turn something meaningful or light into a mess.

When it comes to written communications, it can be difficult to work on tone. Here is when it’s important to understand each culture and regions’ grammar and style. Since web chat is typically more informal than voice, there are ways to address these conversations that should be understood by the agent.

So how can all of this be possible? Manahan says you’ll need to have, “frequent calibration sessions” that take all of these various factors into consideration and build interaction examples for all the possible language and channels a specific project will require. 

Edited by Alicia Young