Blog

Are Your Agents Really Listening? Unlock Call Centre Success with Active Listening Skills

Poor listening, not poor English, causes the majority of guest complaints. In call centres throughout Asia, agents face a unique challenge: connecting with callers who, like themselves, use English as a second or third language. With a diverse range of callers from across Asia, navigating varied pronunciations, vocabularies, and communication styles is no small feat. Active listening is the gamechanger that enables agents to cut through language barriers, reduce misunderstandings, and resolve… All categories, Business Skills, Call Centre English

Speak to Impress: How to Prepare Your Team for Forbes Calls

If you manage a call centre, the thought of a Forbes mystery call can make you very anxious. It’s understandable as these calls can feel like a test where one small slip up might impact your team’s rating. But what if you could turn that fear into confidence? What if every call was an opportunity to build skills and deliver service that impresses, not just for Forbes, but for every guest? In this article we want to share some of our tried and tested activities that will prepare call centre… All categories, Business Skills, Call Centre English

Call Centre Confidence: Four Key Language Tips

In this guide, you’ll learn how confidence-first English training helps 5-star hotel call centres improve guest satisfaction, reduce call-handling times and perfect Forbes service metrics — even when grammar isn’t perfect. Imagine two English-speaking guests call a 5-star hotel to rebook a cancelled suite. The first guest connects to a confident call centre agent, who despite having a lower English fluency level, imperfect grammar and a slight accent, resolves the issue in minutes with a warm… All categories, Business Skills, Call Centre English

Eight Tips to Improve Your Presentation Skills

Ever feel nervous about delivering a presentation? You’re not alone. Nearly everyone does. Many professionals are called upon to deliver presentations in a second language. I offer eight practical tips that will greatly assist with your preparation. It will ease your nerves and empower you to present your message in a clear, concise and confident manner. According to a 2012 report by the Harvard Business Review 1 in 4 people around the world speak functional English (CEFR A2-B1… All categories, Presenting, Business Skills

Videoconferencing Etiquette - Nine Tips for Success

Virtual meetings are here to stay. The pandemic brought virtual meetings right into our homes.  For many it was a challenge to adapt to this virtual conversion while some took to it quite naturally. Regardless, the challenge now is to master this virtual workspace. Welcome to Videoconferencing Etiquette. This is a relatively new skill for most of us. I’ve had the chance to work with some amazing people on different platforms and would like to share nine practical tips… All categories, Videoconference

Are you Writing Effective Emails?

A recent survey found that for 43% of respondents, email was the main source of confusion and annoyance in the workplace. We all use emails in our daily lives, but how can we maximize the benefits while minimizing the headaches?   With emails being a key topic in our Business English Writing courses and workshops, here are our top suggestions to help avoid causing confusion and frustration when using email. The Recipient Let’s start with the recipient. You want your reader to… All categories, Business English Writing, Emails, Business Skills