One of the major problems in call center trainings is the lack of metrics and objective standards for voice training. AAT has developed an international scale of accent from a standard American 5.0 to a heavily accented 2.0. (Below this level, language remediation is required.)

FAQ: "How can you score a person's accent with such a short recording?"

When you are grading for grammar and vocabulary, you do need a much longer sample to adequately gauge an individual's level. With accent, however, we are listening for such a particular and finite skillset that it can be done with a short recording. For standardization purposes, we have used the same sentence for thousands of recordings, and it is immediately apparent when the benchmarks of intonation, voice quality, and pronunciation have been met.

In order to hear two audio clips of similar levels from different trainees, click the comparison audio and the 4.25 player below to compare them. Click the 5.0 to compare with an American. (4.75, 4.50 and 4.00 are dead links.)

This comparison audio is of the same accent level and voice quality as a typical 4.25.

5.00 This is an example of a standard American Accent and an exceptional speaking voice. Notice the deep, mellifluous voice, the smooth confidence and the authoritative presentation. 4.75 This is just a shade off standard. He hs a good, deep voice, but is a bit over-precise. He needs to be a little smoother, instead of this slightly staccato delivery. 4.50 Smooth voice, but he makes his statement sound like a question and pronounces "words" as [weudz] rather than the standard [wrdz]. 4.25 Nice voice quality, but edges toward non-standard in that he stresses the wrong words. Mispronounces the L in "people" and the R in "words," saying [wrts] rather than the standard [wrdz]. 4.00 Good voice quality, but has some pronunciation problems. Says DHYME instead of TIME, and the vowel duration on WAY is too long.