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- English Course for Call Center Success
Curriculum
- 8 Sections
- 49 Lessons
- 10 Weeks
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- Introductory TestInstructions: This test evaluates your current level of English communication skills for call center roles. Answer all questions to the best of your ability. Time limit: 20 minutes1
- “Foundations of Call Center Communication”* Objective: Prepare candidates for call center job interviews by practicing common questions, improving vocabulary, and enhancing communication skills. * Topics: • Introduction to call center roles and responsibilities. • Basic English grammar for clear communication (verb tenses, sentence structure). • Essential call center vocabulary (e.g., “hold,” “transfer,” “escalate”). • Interview Meeting Practice. • Common Interview Questions. * Activities: – Role-playing common call center scenarios (e.g., greeting customers, taking messages). – Pronunciation practice for clarity (focus on common problem sounds). * Tips for Success: • Speak clearly and at a moderate pace. • Use the STAR method (Situation, Task, Action, Result) for behavioral questions.7
- Phone Interview Practice* Objective: Equip candidates with the skills to excel in phone interviews, which are common in the call center hiring process. * Topics: • Preparing for a Phone Interview. • Common Phone Interview Questions. * Activities: – Role-Playing Activities: • Simulate a phone interview with a partner. • Practice speaking clearly and concisely. • Focus on tone and pacing. * Tips for Success: • Smile while speaking (it improves tone). • Avoid filler words like “um” or “uh.” • Take notes during the call to remember key points.7
- Customer Service Skills* Objective: Develop the skills needed to handle customer inquiries, complaints, and requests professionally and effectively. * Topics: • Building rapport with customers. • Polite language and tone (e.g., “How may I assist you?”). • Handling difficult customers and de-escalating conflicts. • Essential Phrases for Customer Service. * Activities: – Practice using positive language (e.g., “I understand,” “Let me help you with that”). – Role-playing complaints and problem-solving scenarios. – Role-Playing Activities: • Practice handling common customer scenarios: Billing inquiries. Product complaints. Technical support issues. • Focus on tone, clarity, and problem-solving. * Tips for Success: • Use positive language: “I can help you with that” instead of “I don’t know.” • Follow up: “I’ll follow up with you in 24 hours to ensure everything is resolved.” • Maintain a professional tone, even if the customer is upset.7
- Workplace Communication* Objective: These objectives aim to equip learners with the essential communication skills needed to succeed in the workplace, from crafting job application materials to excelling in interviews and beyond. * Topics: • Writing effective resumes and cover letters • Understanding and using different writing styles for different purposes • Preparing for job interviews (common interview questions, behavioral questions) • Interview techniques and strategies * Activities: – Improving pronunciation and intonation for clear and confident communication. – Participating effectively in meetings (active listening, note-taking, giving feedback).7
- Call Center Scenarios and Problem-Solving* Objective: These objectives aim to equip learners with the skills and confidence needed to handle call center scenarios effectively, solve problems, and deliver exceptional customer service. * Topics: • Handling common call types (e.g., billing inquiries, technical support). • Asking clarifying questions to understand customer needs. • Providing step-by-step solutions in English. * Activities: – Simulated calls with feedback on fluency and accuracy. – Practice using call scripts and adapting them naturally.7
- Cross-Cultural Communication* Objective: These objectives aim to equip learners with the knowledge, skills, and attitudes necessary to communicate effectively and build meaningful connections across cultures. * Topics: • Recognizing and appreciating cultural differences in communication styles • Building intercultural relationships and teams • Communicating effectively with people from different cultural backgrounds * Activities: – Preparing and delivering professional presentations – Using visual aids and technology effectively7
- Practical Exercises and Assessments* Objective: Reinforce learning through practical exercises and assessments. * Activities: 1. Mock Interviews: • Conduct mock interviews with feedback on performance. • Focus on areas for improvement, such as pronunciation or confidence. 2. Phone Call Simulations: • Simulate customer calls with different scenarios (e.g., angry customer, technical issue). • Evaluate tone, clarity, and problem-solving skills. 3. Written Exercises: • Write responses to common customer emails or chat messages. • Practice using professional and polite language. 4. Final Assessment: • Combine all skills learned in a comprehensive mock call center day. • Include interviews, phone calls, and customer service scenarios.7