Business English for Call Center Agents

A 4-week program to enhance communication skills in a Call Center environment

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  • 4
  • modules
  • 2
  • hours per week
  • Evaluation
  • pre and post
  • Self-paced
  • over 30 days
  • Online meetings
  • weekly
  • Level
  • competency assessed

Course Description

This comprehensive, task-oriented program is crafted to advance client communication skills. The course is structured by skill area and includes defined learning objectives, representative activities, instructional materials, and assessment recommendations. It is ideal for both onboarding new agents and upskilling existing personnel.

Key Outcomes

Achieving mastery in Business English is essential to the success of call center operations. This program equips agents with the appropriate language and tone, enabling them to address clients effectively and manage challenging situations with professionalism and diplomacy. The main objectives are to:

  • Develop fluency and confidence in both spoken and written English
  • Acquire call center-specific vocabulary and expressions
  • Strengthen listening and comprehension abilities
  • Implement customer service best practices using Business English
  • Navigate difficult conversations and resolve customer concerns professionally
  • Improve email and chat communication capabilities