Call Center Communication Training - Coursebook Provides Industry Standard

New coursebook now available authored by call center curriculum experts and published by Cambridge University Press is setting the standard for call center communication (language, soft skills and culture) training in call centers across the world.
By: FuturePerfect
Feb. 4, 2010 - PRLog -- This book is aimed at trainer-led communication training in call centers, language schools and universities as well as self-study for individuals wishing to enter the industry. It teaches the high level and specific communication skills required to be successful agents and is based on years of research and trailling. The skills taught are:

Listening – global, detailed, nuance and active listening skills

Language – focusing on issues that research shows cause communication breakdown in call center interactions

Soft skills – the key skills required to successfully navigate and negotiate interactions with American customers

Pronunciation – achieving global comprehensibility

Read and Explain – using product information and explaining, summarizing and picking important points to convey to a customer

Intercultural matters – bridging the gap between US and agent’s own culture to ensure smooth interactions with customers and awareness of key issues and differences

Skill integration – using all these skills simultaneously to achieve successful communication competency.

Contact US ! has been developed by Future Perfect, leading communication specialists in the BPO industry. "Publication of this book shows our commitment to supporting the BPO industry in the Philippines in particular and the call center industry in general. A lack of trained man power is a serious problem being faced by the call centre and BPO industry across the world and we sincerely hope that the industry will immensely benefit from this course book" said T.V.Govindan, Director, ASEAN, Cambridge University Press.

Dr. Jane Lockwood, the co-author of the book said: "We have worked hard to produce  a call center communications training course that combines two elements critical for teaching and learning. First, Contact US is informed by authentic examples of call center exchanges and is based on research into the real causes of communication breakdown in call centers working with US customers and colleagues. Secondly Contact US mirrors good educational practice in applied linguistic curriculum design. These two elements are targeted to positively impact the performance of trainees once they reach the floor.
We hope the BPO industry will find it a valuable resource for their in-house communications training; we hope post secondary colleges will find it a valuable addition to their communications curriculum for the BPO workplace and we also hope that individuals aspiring to be call center agents, will find it an informative and instructive introduction to the communication needs of the industry”.  

Cambridge University Press is one of the world's leading publishers of English Language Teaching materials and has published several books on English for Specific Purposes (ESP) such as English for Nurses, English in Medicine, English for Engineering, English for Travel and Tourism, English for Media, to name but a few.  "Contact US !  has been developed by a team of industry specialists in curriculum and material design, specializing in the BPO industry and as such the course is strongly grounded in current research, plus it draws on the extensive experience of Future Perfect with leading global call center and BPO organisations. This makes for a unique approach to a book focusing on English for specific purposes and combines not only industry know-how, but also current ELT approaches and methodology", said Stuart Vinnie, ELT consultant, Cambridge University Press.

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FuturePerfect works in the outsourcing sector, providing communication consulting for call centers. Working with business goals, we recommend and deliver research-based, impact-driven solutions in training, coaching, recruitment and quality.

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