This document discusses common pronunciation and grammatical errors made in call centers. It provides examples of commonly mispronounced words involving different sounds like "th" and vowel sounds. It also lists examples of frequent grammatical mistakes such as incorrect subject-verb agreement, improper use of articles, incorrect verb tense with "did", sentence fragments, and incorrect preposition usage. The goal is to help call center agents be aware of common errors so they can improve their English skills when interacting with customers.

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VAPS

2. IBM Daksh Business Process Services Philippines Inc.
© 2006 IBM Corporation
Now that you are part of Learning Lab, it would be
helpful to be aware of the common errors committed
while taking calls.
This module aims to make you aware of the following:
 Commonly mispronounced words
 Common errors in grammar
Objectives:

3. IBM Daksh Business Process Services Philippines Inc.
© 2006 IBM Corporation
Hard TH
That
The
Then
This
These
Commonly Mispronounced words
Soft TH
Anything
Thank
Three
Thirty
Third
s/z
Process
Please
Is

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© 2006 IBM Corporation
Short I vs Long i
Commonly Mispronounced Words
Mobile incoming
Internet vision
Bill Mister
digits
receive Please
Repeat Recent
inconvenience

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© 2006 IBM Corporation
æ
Address
Ma’am
Back
ou
Okay
overage
Commonly Mispronounced Words
ä
abroad
Ə
Up
Incoming
adjust

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This one.. That one…
Repeat it again…
If you times
<if you multiply>
Your plan will be expired
<your plan will expire>
Filipinisms

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Most Comon Grammatical Errors
Pluralizing Adverbs
Example: $ 59.00 Plan
Fifty-nine dollars plan
Fifty-nine dollar plan
Use of Verb DID
When DID is used in a sentence (as a helping verb), the main verb
should stay in its base form.
Did you went to the Sprint store?
Did you go to the Sprint store?
I did paid my bill.
I did pay my bill.

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Most Common Grammatical Errors
Sentence Fragments
Just imagine how much are you going to save.
Just imagine how much you are going to save.
Articles
I am choosing the plan for you.
I am choosing a plan for you.
Using the e-mail
Using an email
Do you have the pen and paper?
Do you have a pen and paper?

9. IBM Daksh Business Process Services Philippines Inc.
© 2006 IBM Corporation
Most Comon Grammatical Errors
Subject-Verb Agreement
May I have the last 4 digit of your social?
May I have the last 4 digits of your social?
Adverb Placement
I have already your bill in front of me.
I already have your bill in front of me.
May I have again your password?
May I have your password again?

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Most Comon Grammatical Errors
Prepositions
Your payment will be posted for 4 hours.
Your payment will be posted within 4 hours.
And regarding to/with/on your bill…
And regarding your bill…
Did you purchase that to/on the Sprint store?
Did you purchase that from the Sprint store?