IBM develops speech therapy for call center staff

IBM, Speech, Therapy, Call Center, Staff

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20 Dec 2006 | (News)

IBM has developed a way that could improve communications between employees in Indian call centers and the US and British customers of their employers.

Outsourcing call centers to other countries has been a bone of contention for many people because of call center employees who have heavily accented English. It can seem an insurmountable problem for these consumers as they battle to understand advice and instructions they have been given.

Now IBM's India Research Lab has developed web-based training technology that can help improve the language skills of operators. The objective is to help people speak English in an accent-neutral manner.

Initially aimed at US consumers, it could also be employed so call centre employees are more understandable to consumers in the UK.

Source: Computeract!ve

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