English for Call Centers

1. English for Call Centers Monday, July 24th, 2023.

2. What are Call Centers?

3. What are Call Centers? Call centers are centralized locations where trained agents handle incoming and outgoing communications, such as phone calls, emails, or chats, to provide customer support, sales, or other services on behalf of a company or organization.

4. Call Center Layout The layout of a call center typically consists of an open floor plan with rows of workstations or cubicles for agents. The layout is designed to optimize communication and collaboration among agents and supervisors, with a centralized space for monitoring and managing call traffic. Additionally, there are designated areas for training, break rooms, and support staff to facilitate smooth call center operations.

5. Positions in a call center Physical areas in a call center

6. Listening practice: Listen and complete the conversation

7. Answers

8. Inform Customers As the initial point of interaction, a greeting serves to let customers know they came to the right place. Your customer will know immediately what company they are dealing with and whether they contacted the department they need Call center agent greetings set the tone at which the discussion usually flows between the customer and the customer agent. Script greetings: Let's come up with one example

9. Extra phrases