Contact US! Call Center English Skills

Contact US! is a cost-effective training course that develops high-end professional English language communication skills for the BPO industry.

It consists of 10 units with a total of 100 hours of motivating and highly relevant training material. The units have been designed in a way that allows trainers to select materials flexibly from the book according to the needs of learners.

Developed by the FuturePerfect team, these materials use the best approaches and content to ensure your agents can achieve quality performance.

Targeting the Skills Needed by Agents

The units are based on real calls taken from a cross-section of industries. This gives students exposure to the real issues that come up on calls and teaches them how to communicate effectively and successfully.

The course teaches agents a unique blend of skills selected to dramatically raise customer service performance:

• active listening and speaking
• understanding and managing soft skills across a range of caller types
• providing clear information
• developing intercultural understanding for US customers

The Approach

walkthroughs:

student book

trainer handbook

The course caters for different learning styles and is highly communicative in approach and is strongly grounded in current research and draws on extensive experience with leading global call center and BPO organizations.

Complete with a detailed trainer handbook designed for novice trainers, this comprehensive course is highly effective in improving call center communication skills.

For more information on the product visit the Contact US! website.
Contact your local Cambridge office or go online to Amazon to order your copies.