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For most people, especially in the call center industry, you will be surprised at the premium that they put in the words that they make. The harder or high falutin your word is the better. To them it is an act of trying to impress your foreign boss or clients since you are equipped with deeper vocabulary or meaning. Sadly, that is not the case.

Most senior call center agents make it a requirement since they believe it is a sign that they are professionally ready for the job. But I beg to disagree. It is not always the case. In fact, while foreigners love to hear it, the bottom-line is do they understand it? Simplicity in diction is always the best of the two since in communication, do remember that understanding the message is still the main objective.

The bosses or your clients for that matter will not admit it. But while technical words may be used, ask yourself if they appreciate it. Normally you would only get a smile or smirk from them but overall, they may not understand what you are trying to get across.

A lot of people who have become team leaders in call centers like Sykes Asia think that this is impressive. Being a former executive and politician, I could not help but laugh at how people try darn hard to get complicated words to make an impression. I hold a higher education than these guys (most of whom I believe are not graduates), and yet while I can choose to use such high falutin words, I don’t!

I have dealt with foreigners and the simpler you communicate with them the better. In transactions, it is all about understanding and not about using words which you have to look at the dictionary. Using high falutin words (majority of which I bet they don’t even understand if asked what it meant) is impressive but defeats the purpose of effective communication.

Diction is different from deeper vocabulary. Try not to impress you boss or clients with the use of high falutin words. They may just ask you what it means and you may not even be able to describe it instantaneously. So who will look sheepish in the end? The last thing you would want is to be laughed at and believe me, they do!

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