:: Welcome to American Accent Online Training for Call Centers ::

Call Centers Save Time and Money with Online Training

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Number of Agents Per Shift :
Number of Shifts :
Calls Per Hour :
Average Call Duration (in minutes) :
Average Monthly Salary (in $US) : $ (Currency Converter)
Industry Assumption of 20% time loss per call due to accent-related miscommunication, with 52 forty-hour work-weeks per agent, totalling 2,080 hours per year.		45 seconds per 3.5 minute call

Hours Lost Per Year
Annual Cost Due to Loss $

Industry Standards: Time and Dollar Cost of Poor Communication
Trainees with a non-standard accent are much less effective on the phone. As a result of poor communication skills, the average time-loss for a 3-4 minute call is 30-45 seconds. This can account for 25% of the agent's time, rendering between 1 and 2 hours of an 8-hour day as unproductive time.

Mid-range assumption: 1,000 seat call center, running 1 shift at full capacity, Monday thru Friday, with an average monthly salary of $300. (Add 40% for 24/7 scheduling.)

Annual Hours Lost = 416,000 hours Annual Dollars Lost = $720,000

Impact of AAT Training
The average agent starts the AAT course with a score of 3 on a 5 point scale. The post-training improvement is typically 4.5 or 4.75, which is near-standard or essentially neutral.