TES: English for Call Center Professionals

The global demand for skilled English-speaking call center agents is higher than ever. To meet this need, companies are searching for trainers who understand not just the language, but the unique environment of a call center. This course is designed to give you the specialized knowledge and practical tools to confidently train a new generation of call center agents.

Go beyond standard English lessons. This course will empower you to design a curriculum that directly addresses the high-stakes, fast-paced world of a call center, ensuring your trainees are ready to handle real-world customer interactions from day one.

What You Will Learn to Teach

By the end of this course, you will be able to:

• Develop a comprehensive training curriculum that covers the entire customer service call flow, from initial greeting to closing remarks.
• Teach essential communication protocols including active listening, mirroring, and managing difficult customers.
• Create and use authentic training materials based on real call center scripts, scenarios, and common customer issues.
• Train on key call center metrics such as AHT (Average Handling Time), FCR (First Call Resolution), and customer satisfaction scores.
• Guide your trainees on pronunciation and intonation to ensure clarity, confidence, and empathy on the phone.
• Conduct effective role-playing exercises that simulate real call environments, from technical support to billing inquiries.