Name: 賽克斯：商業正在呼喚英語 (Sykes: Business Is Calling for English)
Uploaded: 2021-01-28T00:00:27.000Z
Duration: 2 min 45 s

The English language is critical for SYKES and our clients.

英語對SYKES和我們的客戶來說是至關重要的。

We provide customer service and technical support to Fortune 1000 companies

我們為財富1000強企業提供客戶服務和技術支持。

And basically the service we provide is in English.

而且我們提供的服務基本上都是英文的。

When you think call center, you think only about the phone, but also our business requires

一想到呼叫中心，大家想到的只是電話，但我們的業務也需要

You can provide service through an email, through live chat, and also you need to document

您可以通過電子郵件、即時哈拉提供服務，還需要記錄

Many things can go wrong if a customer service agent does not have the right language skills.

如果客服人員的語言能力不到位，很多事情都會出問題。

If you are in the escalation queue, typically you might hear a complaint when the customer is angry.

如果你在升級隊列中，通常情況下，你可能會在客戶生氣時聽到投訴。

The customer might have difficulties understanding the agent.

He will think that the agent is not knowledgeable and is not able to solve the issue.

他會認為代理商不懂，無法解決這個問題。

We need to hire the right level of English to be able to do the job well.

我們需要聘請合適的英語水平的人，才能做好工作。

We're an extension of our clients, building loyalty to the company brands, so you try

我們是客戶的延伸，建立對公司品牌的忠誠度，所以你要試一下

to have individuals that are very well trained, friendly, with good communication skills,

擁有訓練有素、友善、具有良好溝通能力的個人。

and the best possible English you can find.

Providing good service, in English, that's how we become an added value for our clients.

用英語提供良好的服務，這就是我們如何成為客戶的附加值。

In the past years, many global companies are opening operations in different countries.

在過去的幾年裡，許多全球性的公司都在不同的國家開設了業務。

You see governments with language programs all over.

This explosion and the need for shared services, contact centers, call centers, has increased

這種爆炸式的增長和對共享服務、聯絡中心、呼叫中心的需求增加了

the demand for English-speaking employees all over the world without a doubt.

世界各地對英語員工的需求毫無疑問。