Voice and accent training is an essential component of the BPO industry. Pioneers in the industry, believe in constant learning and development of their employees and empowering them to succeed.
Most large BPOs have an in-house training and development team to facilitate continuous learning. Organizations with large training teams include -- Convergys, IBM Daksh, HCL, BPO, Genpact etc.
There are several corporate training organizations as well, which hire trainers to serve the training needs of their clients.
Voice and accent trainers come from varied backgrounds -- senior associates from BPOs aspiring for training roles, quality analysts from BPOs aspiring for training roles, subject-matter experts from BPOs, people with good communication and grammar skills, people who know how important it is to create magic with one's voice can potentially aspire to get into the profession.
Due to a crunch of resources in the market, a lot of companies these days hire people who need intensive language training workshops before they can start interacting with a global customer base.
Voice and accent trainers are a ''one-stop solution'' for all language skills; they hold the responsibility to groom raw potential with skill sets that enable them to draft a career in the industry.
An accent trainer has to undertake a lot of pains in order to shape up a fresh entrant in to an industry ready BPO professional.
Accent trainer trains the employees in all linguistic skills.
Trainer has to keep a keen eye on the perfection of the pronunciation of the employee.
The trainer has to train the employee in the aspect of how to pitch a client
The instructor trains the employees the subtle arts of politeness
He trains the employees in the aspect of call center terminology
An accent trainer has to keep an eye on the voice modulation part of the employee. He has to make sure that through out the conversation the voice remains pleasant and steady. It should not fluctuate while talking to a customer.
The entity has to educate the employees in the matters of time zone differences. In fact, the employees have to interact with overseas clients like for example from USA, Australia or Britain. The time zone of these places is quite different with India or other nations who are strong parts of this BPO industry.
The trainer is sometimes also responsible to impart some cross cultural training to the employees. In this segment the accent trainers are required to share some inevitable knowledge of the language, culture and other activities of the countries where the employees are expected to interact with people belonging to those places.