There is one basic rule that everyone who enters in the call center must remember.  SPEAK IN ENGLISH.

I’ve been to several call centers and each and every one of them had this basic rule.  This doesn’t mean we have to forget our native language but it is required because of the job.  Maybe in local centers, this is not true but for most that focuses on outsourcing, it is a must.  As I’ve said, in every call center I’ve been to, ENGLISH has always been used EXCEPT for one.

Yes, you guessed it.  It is where I work now.

It’s so frustrating and so hard to convince a lot of agents and even management the importance of this rule.  Okay, I spend 98%, if not 100% in a technical account and I’m not sure if this is the same with the other centers.  But, one thing I’ve noticed is that a lot of the technical people in our site are Tagalogers. Definition of the term:  one who consistently speaks in Tagalog…mostly technical.  *thanks to a colleague, this is now part of our dictionary.*

So…what happens if you work in a outsourced call center in Manila when people who speak English is scarce?

1.  Escalated calls because customers they are talking to feel alienated.
2.  Agents have a hard time expressing what they want to say over the phone, no matter how simple it is.  This of course includes middle management.  People think in Tagalog / Filipino but they say it in English.  Now, that’s difficult.
3.  Prospect clients are hesitant to sign contracts.

These are just a few of the reasons and I’m sure anyone out there can think of more, but this is basic.  We all go through accent neutralization, American culture and so on but we don’t adhere nor practice it on the floor.  So, what’s the point of having to talk to foreigners or convey your great ideas then if we can’t even speak the language fluently?

Control

We ensure that English is spoken in the site by either giving them a reward if they adhere or punishment if they refuse to follow.   Strategies are different everywhere.  You either give them a citation or think of a game to encourage people to speak in English.  It’s anyone’s choice.

Right now, we have a point system.  It has been working for a couple of days now but it would take about a month to see if everybody is comfortable with it.  If we wait for another month to pass, and the point system is gone, we will truly gauge whether people will still adhere to it.

I’ll keep you updated.  My next English Policy entry will be more interesting (I hope).  I will be busy handing out demerit forms on both of our floors in the next few weeks and two people hate me already.  Will the number increase?  Let’s wait and see…