Proven
English Learning Curriculum

Blended Learning Approach Combines online learning platforms with in-person training and hybrid sessions for maximum flexibility and accessibility.

Instructor-Led Training Recruitment of skilled language instructors with experience in call center environments.

Goal, Duration and Timeframe

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  The Goal: get every student up to a score of 6.7 on the TrueNorth Score on Emmersion.ai. According to their website: “Many of our customers choose a 6.7 TrueNorth Score or B2 CEFR level for their minimum required score.”
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  Duration: 8-10 weeks
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  Timeframe: 20 hours of guided learning & 100 hours of Self-Serve Study

Learn More about TrueNorth

Main Focuses of our Curriculum

Typing

Developing efficient skills for typing in chat boxes and documenting customer interactions.

Reading

Training on reading comprehension, understanding written instructions, and interpreting client data.

Listening

Emphasis on understanding different accents and following conversations typical in call center interactions.

Speaking

Focus on pronunciation, fluency, customer service phrases, and managing difficult conversations.

Specialized Modules

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  Accent Neutralization: Reduce heavy accents for clearer communication.
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  Role-Playing Scenarios: Practice real-life customer interactions.
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  Typing Efficiency: Improve typing speed and accuracy to save time and resources.

Instructional Delivery

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  Blended Learning: Combines online and in-person training for flexibility.
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  Experienced Trainers: Skilled instructors with call center experience.
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  Continuous Assessment: Regular quizzes and mock calls to monitor progress.

Who should take this?

• New Recruits: Individuals who have recently joined your call center and require foundational training in English communication skills.
• Current Employees: Staff members who need to enhance their existing English proficiency to handle more complex customer interactions.
• Team Leaders and Supervisors: Managers who want to improve their communication skills to better support and coach their teams.
• Prospective Hires: Candidates under consideration for hiring who lack sufficient English-speaking skills. This program equips them with the necessary language proficiency to excel in their roles and meet your call center’s standards.

Course Outline

• Blended Learning Approach: Combines online learning platforms with in-person training and hybrid sessions for maximum flexibility and accessibility.
• Instructor-Led Training: Recruitment of skilled language instructors with experience in call center environments.

Assessment and Feedback:

• Continuous assessment through regular quizzes and tests.
• Performance reviews via mock calls and role-play exercises.

Support Resources:

• Language Labs
• Study Guides and Online Resources

Incentives and Motivation

• • Recognition Programs: Certificates, badges, and other forms of recognition to motivate and reward progress.
  • Gamification: Incorporating game-like elements such as leaderboards, points, and rewards to increase retention and completion rates.