Communication Skills and Spoken English for Voice Support
Domain 2 tests spoken English accuracy, clarity and politeness for voice support, not literary English.
Core rules
Communication has a sender, message, channel, receiver, feedback and noise. For calls, aim for the 7 Cs: clear, concise, concrete, correct, courteous, complete and considerate. Keep sentences short and active: 'I will check the status' rather than 'The status will be checked by me.' Watch subject–verb agreement, tense, articles and prepositions. Use polite modals: 'Could you', 'May I', 'Would you like me to'. Pronunciation matters: word stress (CUSTomer, not cusTOMER), sentence stress for meaning, rising intonation for yes/no questions, minimal pairs such as /v/ and /w/, /th/ and /t/. Avoid jargon, slang and scripted monotony. If the customer switches to Hindi or Odia, code-switch to help understanding, but keep technical terms clear.
Worked example
Customer: 'My bill is not came.' Agent: 'I understand your bill has not arrived. May I have your account number so I can check the dispatch status?' The reply acknowledges the problem, models correct present perfect, asks permission and names the action. It is better than 'Repeat please' or 'You are wrong'.
Traps
Avoid 'kindly do the needful' and other vague phrases. Do not say 'I can't' without an alternative. Do not use 'same' as a pronoun ('I will send same'). Avoid double questions and yes/no confusion. Speaking faster does not sound more professional.