Call Centre English Communication Training

Call Centre English Communication Training Course Call Centre English Communication
By Global Corporate Academy
Call Centre Essentials:

English Communication for Call Centre Environment

“Develop the readiness in switching from Bahasa Malaysia to English and back to Bahasa Malaysia at the customer’s will!”

By Global Corporate Academy


Affiliate Partner of Association of Certified Professional Managers • PSMB Certified Training Provider
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Contact Customer Service +6012-211-8856
Email Customer Service [email protected]
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Course Title:
English Communication for Call Centre Environment
Training Category:
Soft Skills
Target Audience:
Call Centre Executives/Agents and Call Centre Supervisors/Team Leaders
Duration:
2 Days
For In-house Training
Request for Quotation Request for Quotation
For Other Inquiries
Contact Global Corporate Academy
Contact customer service +6012-211-8856
Email customer service [email protected]
[email protected]
Delivery Methods
  • Language: English, Bahasa Malaysia
  • PowerPoint Presentation
  • Workshop
  • Group Discussion
  • Presentation Handouts
  • Participant Presentation
  • Video Presentation
  • Role Play
  • Lecture
  • Case Studies
  • Demonstrations
  • Certificate of Participation
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Course Introduction ›

Effective English communication is essential in call centre environment in today’s customer centric environment, since today’s customers are English language savvy. The call centre executive must be competent enough to switch from Bahasa Malaysia to English and back at the customer’s will. To this end, the trainee must develop his/her skill in using English phrases, pronunciation and articulation in order to exude a Professional Impression while dealing with company’s customers over the phone.

This program is designed for call centre executives and their team leaders. These professionals are a unique breed that has to be thick skinned to deal with objections and rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find sales, day in and day out. They need to be professional listeners and eloquent speakers.

This program will sharpen the participants communications skills and improve their efficiency level, leading to greater customer service.

Course Objectives ›

  • Develop readiness in switching from Bahasa Malaysia to English and back to Bahasa Malaysia at the customer’s will
  • Develop and practice English words and phrases
  • Learn the skill of SHADOWING in order to practice English dialogue DAILY!!
  • Understand the rules of spoken English
  • Structure calls more effectively
  • Improve telephone communication in English
  • Improve questioning and listening skills
  • Sharpen their English communication skills.
  • Handle objections effectively and treat them as new opportunities

Course Outline ›

DAY 1
  • Golden rules while learning SPOKEN English
  • Developing spoken English confidence through “The Shadowing Technique”
  • Getting down to business.
  • Back to “Shadowing” for the actual call flow
DAY 2
  • Review of the final call flow
  • Role play for each participant and fine tuning
  • Key Communication Skills in Call Centre
  • Final MOTIVATIONAL BOOST

Contact Us Now ›

  • Course content customization
  • In-house training request
  • Available public program
  • Consultation services
  • Other inquiries
Contact Customer ServiceCall Us :
+6012-211-8856
Email Customer Service E-mail Us :
[email protected]
[email protected]

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