This document discusses call center jobs and medical transcription. It describes call centers as offices that receive and transmit large volumes of phone requests, focusing on customer service, tech support, sales, or surveys. Call center jobs require skills like strong English, computer skills, typing speed, problem-solving, and the ability to work well under pressure. Medical transcriptionists listen to doctor dictations and convert voice recordings into written medical reports, requiring skills like typing speed, knowledge of medical terminology and human anatomy, and attention to detail. Both call center agents and medical transcriptionists must have excellent communication skills to perform accurately and reduce errors.

1. ONLINE ASSIGNMENT
RESMI O R
Register number: 13369008
Subject: English
Topic: Call Centre Jobs and Transcription

2. Introduction
A call centre or call centre is a centralized office used for the purpose of receiving
or transmitting a large volume of request by telephone. Some call centres focus on customer
service or tech support, while others conduct phone sale and surveys. A call centre job is a
customer service work that is done on a remote basis using telephone or computer equipment.
A call centre job in most countries including India is often done in a casual yet
professional environment. The two type jobs in this industry are inbound in which calls are
received and outbound in which calls are made. An inbound call centre is operated by a company
to administer incoming product support or information inquiries from customers. This work can
be more unpredictable than outbound call centre as workers does not know who will be calling
with what problem, complaint or request for information. The inbound call centre workers must
have a thorough knowledge of the products, service and policies of company he or she is
representing.
Working at an outbound call centres requires workers to place calls using a list of
contacts and written sales script. This work is known as Telemarketing. Outbound call centre
workers may be doing direct sales work such as asking for donation or they may give recipients
of their calls information and try to book appointments for outside sales representatives to follow
up on.
Call centres are well known for having to deal with difficult customers while
trying to remain professional and maintain an effective business. Working in a call centre might
sound like an easy job as it involves around receiving and repaying to the phone calls. But
working in call centres require various skills like
1. Good command over English language
2. Aptitude for working with computers
3. Good typing speed
4. Knowledge of consumer
5. Ability to retrieve information quickly from databases
6. Ability to analyze problems
7. Pleasant and friendly manner
8. Good marketing skills
9. Ability to deal with difficult people
10. Ability to work in fast paced environment
11. Ability to work as part of team
12. Accuracy and attention to details said by customers
13. Ability to learn new skills
14. Patience
15. Good listening skills

3. 16. Compassion
17. Ability to multi task
18. Communication skills
Other than these skills a person working in call centre should be problem solver.
Generally a call centre serves as the main vehicle for customers to express their dissatisfaction. It
is rare that customer contact a call centre to praise the product. As a call centre manager, one
must utilize the available resource to provide resolution. Analytical thinking is another skill that
is needed for call centre jobs. A manager is responsible for understanding all aspects of goal
setting and performance. Having an objective understanding of the business operations will
surely help.
For call centres, assessing applicant’s grasp of English language is of paramount
importance as the customer base usually uses spoken English as the primary form of
communication. It is the call centre HR department’s duty to screen applicants and ensure that all
trainees possess a solid understanding of both written and spoken English, and it is ver y
important that the department understands exactly why skilled trainees are essential.
Below are some reasons how a proper and accurate English assignment results in
better customer satisfaction
 Helps to reduce the language barrier
Without the best English assessment tool, the risk of hiring a candidate with poor
communication skill is high
 Finds agent with better listening skills
Those who are non-English natives usually encounter difficulties understanding
customer’s issue mainly due to speed in which sentences are delivered over the phone. Worse
accents add to those difficulty customers who are asked to repeat information, however, may not
always be so accommodating. Sometimes having to repeat the problem more than once is
annoying. Through proper training agents can avoid situations in which they inadvertently affect
customer satisfaction. A proper English assessment tool combined with excellent training
programme can mitigate the problem.
Call centre positions often require soft skills as well as demonstrative abilities in
thinking and reacting quickly abilities that normally show themselves when agents are already
taking skills. Through a proper English assessment, candidates get to showcase their call
handling skills as well as demonstrate their quick thinking and reaction. These reasons serve as a
good argument why a proper English assessment is necessary in the call centre industry.
Contrary to popular belief, being a call centre agent is not easy job. It requires a good
combination or above average communication skills and soft skills only the best English

4. assessment tool has the capacity to determine the identity in an applicant. For the best English
assessment tool, invest the world’s leader.
Medical transcription is an allied health professional which deals in the process of
transcription or converting voice recorded reports as dictated by physicians or other health care
professionals into text format. It is the part of the health care industry that renders and edits
doctor dictated reports, producers and notes in an electronic format in order to create files
representing the treatment, history of patients etc. Pertinent up to date, confidential patient
information is converted to s written text document by a medical transcriptionist.
Medical transcriptionist listen to dictated recordings made by physicians and other
health care professionals and transcribe then into medical reports, correspondence and other
administrative material. The most obvious and outwardly visible job is to listen to taped
dictations and transcribe them into written reports. They generally listen to recordings on a
headset, using a foot pedal to pause the recording when necessary, and key the text into a
personal computer or word processor editing as necessary grammar and clarity. The
transcriptionists are expected to transcribe accurately the medical record number, patient details
and other parameters along with dictation.
Skill Needed Become A Medical Transcriptionist
1. Keyboard kinetics
Typing speed is important in the productivity of a transcriptionist. Efficiency on
the keyboard is an invaluable tool for improving typing speed and there by productivity.
2. Language and grammar style
The ability to correctly structure and punctuate English sentence is vital in
producing quality medical transcription reports. Hence, transcriptionist needs to have a
through idea on when and how to use commas, semicolons, hyphenation, capitalization,
subject-verb agreement and more.
3. Medical terminology
Understanding the language of medicine is essentially the most important and
vital aspect of this career.
4. Human Anatomy, Physiology and Disease Process
A general understanding of the human body and how it works is essential to
medical transcription.
There are ten skills which decide the perfection of job of a transcriptionist. They
are

5. 1. Excellent spelling skills, grammar and punctuation.
2. Ability to sit and focus in front of a computer for long periods of time.
3. Attention to details said by doctors and typing report based on that.
4. Ability to weak unsupervised and stay motivated
5. Excellent research skills.
6. Above average typing skills
7. A knack for picking up new model transcriptionist software quickly.
8. A good memory
9. Desire for continuing education
10. Adaptability
The transcriptionists are expected to transcribe accurately the medical record number,
patient details and other parameters along with the dictation. They need to work on with
correct grammar, punctuation, and spelling. The transcriptionists play a major role in the
entire healthcare industry as a single mistake from their part can being down great hassles
Reference:
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