In the Business Process Outsourcing, the command and mastery of the English language is a must. This delivers wrong notion about the people who work in this industry.
We hear a lot of call center agents complain about their managers not being able to speak straight english (with proper grammar and the accent) but there's more to the accent that we need to focus on.
People are unique individuals who have different skills. Although communication skills is a must, a business can not run with good communication skills alone. There must be good management skills that could be coupled with the communication skills, not the other way around. Both skills can be learned but it takes experience and time for an individual to master management of people, and the business.
A good speaker can deliver good or bad news to a group of people, but it takes one who is seasoned to come up with the decision on what news to deliver.
We wouldn't want to be voice boxes like that of advertisements that just read out from scripts. We give some thought to something before we speak out, just like reacting. People who react on a bad news or announcement are those who don't think about the "pro's" and "cons" of the change.
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