Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Proceedings Law, Accounting, Business, Economics and Language (LABEL)
Nayla Juanita
Unknown Affiliation

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
English Proficiency as a Key to Effective Communication in MultilingualCustomer Service Environments Call senter Nova Aryani; Nayla Juanita; Eliyana Wulandari
Proceedings Law, Accounting, Business, Economics and Language Vol. 2 No. 1 (2025): Pembangunan Berkelanjutan: Persepektif Ekonomi,Hukum, dan Komunikasi Dalam Bisn
Publisher : Universitas Duta Bangsa Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47701/label.v2i1.5271

Abstract

This study investigates the role of English proficiency in enhancing communication effectiveness within multilingual customer service environments, particularly in call centers. Using a Systematic Literature Review (SLR) approach, the study analyzes recent research on English language skills, communication challenges, and service performance in global customer service contexts. The findings reveal that beyond basic language knowledge, effective listening, comprehension of diverse accents, and cultural adaptability are critical for maintaining service quality and customer satisfaction. Furthermore, the study highlights theneed for targeted language training that emphasizes practical communication strategies and exposure to various English varieties. These insights provide valuable recommendations for organizations seeking to improve customer service performance and develop effective language support policies for frontline employees in high-pressure, multilingualenvironments.
Co-Authors Eliyana Wulandari Nova Aryani