It’s true that anyone applying for a call center job has to be fluent in English (and also in Spanish, in some cases) and have an American accent. The good news is, in both the web and mass media, American English reigns supreme. Also, it’s what us Filipinos are accustomed to.

Since we were taught our first baby tricks, American English has its influence to the days we finally land a job and get paid. But of course, since we do not usually use English to communicate with each other in everyday life, much more use an American accent when we do, practice is nothing but essential. So let’s learn and use as much English as we can before we submit ourselves to the interviewing process.

Simplicity is the key. Of course, it’s better to have a large vocabulary, but if one isn't able to use that effectively, the person will just be making unclear statements and understanding will definitely be hindered. So long that you can say what you want to express, and better if it be concise, you’re going to do great. But again, it’s practice, practice, practice. Here are some sample questions which you could get someone to ask you:

1. Why did you choose this call center?
2. What do you think would be the biggest problem for you working here, and how would you overcome that?
3. Can you give me a situation wherein you had a hard time dealing with someone at work or school because he or she has an attitude problem? How did you handle that?

Diction Practice

There are many vowel sounds in American English, which to the common Filipino are difficult to properly pronounce since we only have five in our mother tongue. But again, it’s practice. Here are some paragraphs which you can practice reading aloud (Preferably, to someone who can tell you of any mistakes you might commit.):

Note: Before you do this though, some mouth stretching exercises will come in handy. And then relax; focus. Here, victory does not belong to the speedy but to the clear. Read these for them to be understood, primarily, by you. This way, you won’t be overly concerned with your pronunciation, rather, with the content of what you are reading.

Exercise 1

1. A big flock of sheep feeling pretty sleepy went to eat their fill before the big pink ship set sail. When they entered the ship, they saw another flock of pretty sheep fleeting before their sleepy eyes. Suddenly, the sleepy sheep weren’t so sleepy but hastily followed the pretty flock of sheep that fleeted before their sleepy eyes when they entered the big pink ship.
2. Fairy the fat possum was eating a fairly pompous pie under a plum fig tree. Fairy was a pig because he didn’t want to share his fairly pompous pie with the other possums living in Popular Possum Fields in the heart of Finland’s popular plum fig farms. Soon enough, Fairy became so fat that he couldn’t fit in his protective possum hole. When a fast, ferocious wolf came, all the other possums were able to hide in their protective possum holes except Fairy the pig possum.
3. Timothy Thompson the Third was a very timid boy who entered the Thessalonian Triathlon three times. But though he was a timid boy, he was a tried and true athlete. That’s why for every time he entered the Thessalonian Triathlon, he ended up triumphant. Now, Timothy Thompson the Third is not anymore a timid boy, but a truly terrific one.

Exercise 2

Directions: Read all the sentences aloud first. Then ask someone to give you a number in random and then read the corresponding sentence.

1. So far, this is the hottest summer that I experienced here in the Philippines.
2. It’s a good thing we have air conditioning; otherwise, I would be a total wreck.
3. It’s so hot that just a few minutes from being out of the freezer, the ice in my drink has become absolutely liquid.
4. I guess the global warming situation is really out of hand.
5. It’s really sad that something severe has to happen first before we take any action.
6. The fact that so many have known about this for the longest time, especially the ones in power, and yet only now that serious actions are being taken is just plain saddening.
7. When will we change?

Think fast!

“Call center interviews are like the Q & A part of the Miss Universe pageant,” says Olive Ortiz, a call center agent working in Manila. Coming up with an impressive answer in a matter of seconds is impressive indeed. And the most easily accessible volume of information and ideas are not those of others’–not those you read or heard somebody famous think or say–but those of your own. So common as this advice may be, it is inarguably effective: “Be yourself.” And the more confident and comfortable you are with your answer, the higher the chances that they will let you proceed to the next step of the accommodation ladder.

Exercise 1

Directions: Get a partner to read to you the following questions twice. Answers must be clear and no longer than 20 seconds. Get your partner to ask you other questions that would require your opinions.

1. What’s the best family activity you can think of and why?
2. If you were given a chance to become the president of your country, what is the first thing that you would do?
3. If you were stuck on an island, what would be the thing that you wish you had with you?
4. What is the best food for you and why?
5. If you were to choose to be a certain kind of animal, what would you be and why?

Exercise 2

Directions: Unscramble the words and phrases to make a complete sentence. You could also get a partner to repeat each sentence twice. You must start giving each answer within three seconds.

1. John/ last week/ was late.
2. Birthday/ everyone/ his/ forgot.
3. Had/ Eunice/ for breakfast/ French toast.
4. Aurora/ the beautiful sunset/ was enjoying/ when he called.
5. Reminds her/ to bring/ Robert always/ her umbrella.
6. Yesterday/ winter shoes/ ugly/ Janice bought.
7. Beat Newton/ will/ Christie/ in the competition/ next week.

Call Simulations: Common Sense

To test both your people and listening skills, there will be call simulations (with or without the accessory of a computer). Here, you will be put in situations where you will try to resolve the problems of the customers who are in need of your assistance. You will be most likely given options as to what to do to properly address each problem and you have to pick the best one you can. Here are a few tips:

1. Be courteous even if the caller isn’t.
2. Remember the difference between hearing and listening. In this case, active listening is important.
3. Make sure you get all the correct details. What the customer wants, the customer should get. What the customer is complaining about must be duly noted.
4. Common sense.

Hope this helps. Good luck!

Words by Jay Arellano