Which of the following are used by Western corporations when they train Indian call workers to speak in a dialect that can be understood by most callers?
a. An ability to understand and discern national and regional accents of the callers.
b. Role-playing exercises that are aimed at improving the workers' pitch, empathy, and pronunciation.
c. Mastering tongue twisters so that callers are not prejudiced toward the workers' imperfect English.
d. All of the above.
Question 2
According to Taylor and Bain's research, which of the following is probably the most important criterion in training the Indian call centers workers?
a. Teaching them to be polite to customers.
b. Allowing them the freedom to deviate from the scripted conversations that they have been given.
c. Training them so that their accents are not so distinctly Indian, so that customers are unaware that they are speaking to an offshore operator.
d. Keeping the workers in good shape so that they do not lose too many work days due to illness.
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Medical assistants can quickly pull up a patient record when a phone call is received.
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