Finishing Course for call center agents

1. Day 1
Objective
Orientation
Personal description
Setting of expectations
Rules and policies
Materials
Pen, paper and yourself.
Time
4 hours
Procedure
Begin by writing about yourself by reading the paragraph below, and using the
tips to help you write your own personal description. Continue by reading a
description of another person and then write a description about one of your friends.
Say it to the class
Read the following paragraph. Notice that this paragraph describes the person who is
writing the introducTory paragraph.
Hello, my name is James. I'm a programmer and I come from Chicago. I live in Seattle
with my wife Jennifer. We have two children and a dog. The dog is very funny. I work
at a computer company in the city. The company is very famous and successful. Our
daughter is named Anna and our Son is named Peter. She is four years old and he is
five. We like living and working in Seattle.
Tips for Writing a Personal Description about Yourself
 Use 'come from' for the city or country where you were born. Use 'live' for the city
where you currently live.
 Use the present simple tense to explain what you do every day.
 Use 'have' or 'have got' to speak about your children, pets, etc.
 Use 'a' the first time you mention something. For example, I live in a house. Then
use 'the' after the first time you write about it. For example, I live in a house. The
house is in Seattle.

2.  Remember to use he, his, him for boys and men and she, her, her for girls and
women. Use 'our' when speaking about the whole family.
 Use 'like doing' when speaking about hobbies.
ICE BREAKER
The Pocket/Purse Game - everyone selects one (optionally two) items from
their pocket or purse that has some personal significance to them. They introduce
themselves and do a show and tell for the selected item and why it is important to
them.
Read the following paragraph. Notice that this paragraph describes a different person
than the person who is writing the introductory paragraph.
Mary is my friend. She is a student at a college in our town. The college is very small.
She lives in an apartment in the center of town. She doesn't have a dog or a cat. She
studies every day and sometimes works in the evening at a small shop. The shop sells
gift items like postcards, games and other small items. She enjoys playing golf, tennis
and walking in the countryside.
Tips for Writing a Personal Description about a Friend
 Remember to add 's' to the present simple tense when writing about other people.
 In the present simple tense, 'doesn't' takes the 's' in the negative form. Remember
to use 'doesn't + verb' in the negative.
 Use sometimes, often, never, etc. before the main verb in a sentence.
 Remember to use he, his, him for boys and men and she, her, her for girls and
women.
 Use 'enjoys doing' when speaking about hobbies. It's okay to connect a few verbs
using commas, but place 'and' before the final verb in the list when speaking about
someone's hobbies. For example, She enjoys playing tennis, swimming and riding
horses.
Exercise

3. 1. Write a paragraph about yourself. Try to use a variety of verbs and 'a' and
'the' correctly.
2. Write a paragraph about someone else. You can write about a friend or a someone
from your family.
3. Compare the two paragraphs and note the differences in pronoun and verb use.
For example,
I live in Seattle BUT She lives in Chicago.
My house is in a suburb. BUT His house is in the city.
Homework
Record your voice by reading or describing your favourite food or place. Start
practicing in speaking in English at home. Get two words in the dictionary and know
the meaning and pronunciation of it.
Day 2
Objective
Discuss the homework and listen to at least 5 recordings in front of the class
Students will:
1. Understands the culture and meaning of call center
2. Metrics
3. Call handling process
4. Call flow
5. Phone etiquette
6. Overcoming fillers
7. Call center terminologies
Materials
Projector, pc and speakers
Time
4 hours
Procedure

4. 1:00 – 3:00 discuss topic
1. Understands the culture and meaning of call center
2. Metrics
3. Call handling process
4. Call flow
ICEBREAKER
The Talent Show - Everyone selects one talent or special gift that they possess
and can demonstrate for the group. They introduce themselves, explain what their
special talent is, and then perform their special talent for the group.
3:30 – 5:00 discuss topic
8. Phone etiquette
9. Overcoming fillers
10.Call center terminologies
Homework
Watch news and discuss it to the class. Practice speaking in English at home.
Get two words in the dictionary and know the meaning and pronunciation of it.
Day 3
Objective
Discuss the homework and pick 5 students to listen to the news that they heard
Basic computer skills
Tools use in a call center
Operating system including terminologies
Materials
Pc, headset, and sample pictures of what we can see in a call center office
Time
4 hours

5. Procedure
1:00 – 2:00 discuss the basic computer skills including the parts of it
2:00 – 2:45 show the pictures of different tools
Icebreaker
Story Time Game - The facilitator starts a story by saying a sentence. It then
goes in a circle, each person adding a sentence onto the story-after repeating each
sentence that's already been added.
3:00-5:00 familiarised with different terminologies in computer setting for
call center
Homework
Research on American Culture. Practice speaking in English at home. Get two
words in the dictionary and know the meaning and pronunciation of it.
Day 4
Objective
American culture and values
Cities and states including abbreviation and map
American holidays and their landmarks
American Idioms
Materials
Pc, projector and speakers
Time
4 hours
Procedure
1:00-2:00 American culture and values
2:00-3:00 Cities and states including abbreviation and map
Icebreaker
CHARADES
3:30-4:30 American holidays and their landmark
4:30-5:00 American Idioms

6. Homework
Watch or search American movies and discuss it to the class. Practice speaking
in English at home. Get two words in the dictionary and know the meaning and how to
pronounce it correctly.
Day 5
Objective
Pronunciation and Enunciation
Intonation
Word connections
Silent letters
Jokes, Folks! Watch Ellen DeGeneres show
Materials
Pc, projector and speakers
Time
4 hours
Procedure
1:00-2:00 Pronunciation and Enunciation
2:00-3:00 Intonation
Icebreaker
American genius (Pinoy Henyo)
3:30-4:00 Word connections, Silent letters
4:00-5:00 Jokes, Folks! Watch Ellen DeGeneres show
Homework
Practice speaking in English at home. Get two words in the dictionary and
know the meaning and how to pronounce it correctly.
Day 6
Objective
GRAMMAR
Tenses

7. Subject Verb agreement
Adjectives
Conjunctions
Materials
Pc, projector, ball for icebreaker
Time
4 hours
Procedure
1:00-3:00 Tenses
Subject Verb agreement
Icebreaker
Ball Toss Game - This is a semi-review and wake-up exercise when covering material
that requires heavy concentration. Have everyone stand up and form a resemblance of a
circle. It does not have to be perfect, but they should all be facing in, looking at each other.
Toss a nerf ball or bean bag to a person and have tell what they thought was the most
important learning concept was. They then toss the ball to someone and that person explains
what they though was the most important concept. Continue the exercise until everyone has
caught the ball at least once and explained an important concept of the material just covered.
3:30-5:00 Adjectives
Conjunctions
Homework
Practice speaking in English at home. Get two words in the dictionary and
know the meaning and how to pronounce it correctly.
Day 7
Objective
Customer service
Interactive communication
Probing skills, paraphrasing, clarifying, summarizing
Active listening
Materials
Pc, projector and speakers

8. Time
4 hours
Procedure
1:00-3:00 Customer service
Interactive communication
Icebreaker
Pass the message
3:30-5:00 Probing skills, paraphrasing, clarifying, summarizing
Active listening
Homework
Practice speaking in English at home. Get two words in the dictionary and
know the meaning and how to pronounce it correctly.
Day 8
Objective
Watch Movie
Movie review
Materials
PC, projector and speakers
Time
4 hours
Procedure
1:00-3:00 watch movie
3:00-5:00 movie review
Day 9
Objective
Job interviews rules
Tips and sample answer on commonly asked questions during interview
Practice interview on the group/class

9. Materials
PC, projector and speakers
Time
4 hours
Procedure
1:00-3:00 Job interviews rules
Tips and sample answer on commonly asked questions during interview
3:00-5:00 Practice interview on the group/class
Homework
Practice speaking in English at home. Get two words in the dictionary and
know the meaning and how to pronounce it correctly.
Day 10
Objective
Communication barriers
Call listening
Sample call simulations
Materials
PC, projector and speakers
Time
4 hours
Procedure
1:00-2:00 Communication barriers
Icebreaker
The Quiet Game - The instructor explains that this exercise will take self control.
Members pair back to back. On the count of three, everyone must face their partner, look
each other in the eyes, and then try to remain solemn and serious. No speaking! The first to
smile or laugh must sit down. All who remain standing then take a new partner and the
activity continues until only one person has not smiled or laughed. (Second round of playing
can involve two teams competing tooutlast each other.) If you get a pair at the ends who are
both keeping a straight face, the rest of the group can act ask hecklers to disrupt them.
3:30-5:00 Call listening
Sample call simulations

10. Homework
Practice speaking in English at home. Get two words in the dictionary and
know the meaning and how to pronounce it correctly.
Day 11
Objective
Refresher on the call flow
Preparing for call simulation
Practicing call simulation
Materials
Time
Procedure
Day 12
Objective
Call Simulation together with the partner back to back
Materials
Not applicable
Time
4 hours
Procedure
Call Simulation together with the partner back to back
Day 13
Objective
Call Simulation together with the Instructor as a customer
Materials
Pc, headsets

11. Time
4 hours
Procedure
Call Simulation together with the Instructor as a customer
Day 14
FINAL ASSESTMENT
Day 15
CONTINUATION OF FINAL ASSESTMENT