Up till now people used to complain about the heavy accent English spoken by Indian call center agents but now it is set to become a thing of the past. IBM Corp’s India Research Lab would be helping operators in correcting their harsh consonants, local idioms and different grammar of Indian English which used to cause a lot of irritation to the customers calling them.
The company has developed a web based training technology which would be aiding in improving the language skills of the agents. This technology has a broader application and can also be utilized for training individuals in schools and businesses too.
Using this program, one can evaluate pronunciation, grammar, comprehension and other language skills and these are assessed on the basis of detailed scores. Speech recognition software is being utilized for scoring the pronunciation of passages and stressing syllables for individual words.
I think it is an appreciable step taken by the company and it would definitely go a long way in improving the language skills of the agents and hopefully lessen the irritation of customers.
