Telephone Training:
Professional Call Center Training
Our Telephone Training program is designed to enhance the skills of agents and responders alike, providing them with the tools needed to navigate the calls. By focusing on customer service excellence, breaking down language barriers, and preparing for high-pressure situations, we empower our trainees to deliver outstanding service and ensure clear communication in every call. Whether dealing with customer inquiries or urgent emergencies, our comprehensive training addresses the unique challenges encountered in telephone communication when faced with language barriers.
With large call volumes, call centre representatives must navigate calmly, efficiently and politely. Language barriers can sometimes get in the way of achieving those goals. Lost sales, service inaccuracies, caller frustration, and poor customer service can occur if call representatives cannot understand a caller’s accent or manage the language barriers. We show you how to clarify information or break down processes simply. A business’s reputation could be on the line if the representative does not have the skills to obtain the required information quickly and courteously.
Training For Emergency Responders & Dispatchers
Diversity at Work’s 9-1-1 emergency responders training has been delivered to over 300 employees in three police services in Canada. We understand that language barriers could slow response times due to a lack of understanding.
Our specialized Telephone Training addresses the critical nature of these roles, focusing on crisis communication and adequate information gathering. Diversity at Work’s participants will gain new insights into handling language barriers and the confidence to handle emergencies efficiently, ensuring that help is dispatched quickly and accurately. Training participants will receive a 9-1-1 Communicators Clear Language resource to help them readily retrieve information about who, what, when, where and weapons.
Telephone Communication Training
Our training will teach you the following:
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How to tell if a caller has a language barrier or a deep accent
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How an ESL telephone alphabet can help you explain letters over the phone
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How to decipher commonly distorted pronunciation patterns
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How to calm down a caller with three simple words
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How to discern the verb tense the caller is using
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How a phone worker can guide callers to gather the information they need
No field expert has ever identified this issue or developed solutions to help phone callers with low English skills. This unique training program will reduce the communication barriers faced by your employees. With these tools, your service will stand out among your competitors.
Evelina interviewed native-born and immigrant communities to understand their experiences with phone communication and language barriers. Using these real-life experiences, she created an innovative, customer-service-focused workshop that benefits all parties: your customers with low English skills, your phone workers, and your organization.
The workshop includes simulated audio, videos, small—and large-group exercises, and a clear-language exercise that tackles your industry-specific terms, making them more easily understood by your callers.
Improve Customer Service Skills
Effective customer service is the cornerstone of any successful call center. Our Telephone Training program equips agents with essential skills to manage calls efficiently, ensuring customer satisfaction. Participants will learn how to handle inquiries, resolve complaints, and create a positive customer experience. Interactive role-playing scenarios and real-world examples will prepare trainees to respond confidently in various situations.
This workshop benefits:
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9-1-1 communicators
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Call-center representatives
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Distress-line operators
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Immigrant-serving agencies
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Shelter workers
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Phone tech-support
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Receptionists
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Airlines and additional organizations who rely on phone communication
Solve Language Barriers Over The Phone
In our increasingly diverse society, communication barriers can arise over the phone due to language differences. Our training program provides strategies to overcome these obstacles, fostering better understanding and rapport between agents and customers.
