Call Centre English

AI Won’t Replace Your Job – If You Master These Essential Skills

In the fast-evolving world of hospitality, automation is knocking at the door, but it’s not necessarily the end but rather the beginning of a new era. It’s a wake-up call for teams to double down on what makes humans irreplaceable: the warmth, intuition and genuine connection that turn simple interactions into lasting loyalty. The hospitality industry never stands still and is constantly embracing innovation. Evidence of this fact is that over 70% of travel bookings in 2025 are now made online… All categories, Business Skills, Call Centre English

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