English Language and American Culture Program for Indian Call Centers

The Tucker International Training Program for Indian Call Centers is a refreshing new approach to improving Indian agents' ability to communicate and connect with American customers. It builds on their basic English language capability instead of repeating grammar lessons, and provides accurate, up-to-date, "deep culture" training on the United States and the American people. Our full program consists of 39 modules delivered in 80 hours over a two week period. Our approach is to perform an on-site assessment with each client, tailor our program to meet discovered needs, demonstrate the program with our Master Trainers and then train and certify local client Indian trainers to deliver the program.

THE ENGLISH COMPONENT A - HOW TO SPEAK TO AMERICANS

Accent neutralization and grammar improvement are key components to effective communication. This becomes even more essential in situations in which the telephone is the main means of communication. Tucker International provides its clients with the most successful cutting edge English language improvement methods and techniques available in today's highly competitive global marketplace. The goal is to combine fluency (speaking smoothly without stopping) and accuracy (pronouncing the vowels and consonants clearly and using correct grammar) to achieve more understandable speech patterns.

THE ENGLISH COMPONENT B - HOW TO LISTEN TO AMERICANS

Strong listening skills are crucial to non-native speakers' success in telephone conversations. Recognizing common American English speech patterns serves as a springboard to more effective listening skills. In addition, using appropriate and commonly used phrases to confirm understanding of caller's needs further serves to enhance the communication between callers and customer service agents.

THE AMERICAN CULTURE COMPONENT - HOW TO RELATE TO AMERICANS

India call center agents tend to have only a sketchy and often inaccurate understanding of the United States and Americans. It is difficult for them to establish rapport with American customers because they have so little in common and are hesitant to engage in small talk when they are not sure what to talk about.

This component of the Tucker Program gives them a cultural framework to build on and teaches them to communicate the way Americans do. It provides them with an understanding of American cultural values and where they came from, contrasts differences among regions of the U.S., focuses on recent trends and American lifestyles, and teaches them to deal effectively with American customer attitudes and expectations.