English for BPO

Your agent knows the answer. The caller hangs up before they hear it.

Handle time runs long. First-call resolution drops. CSAT dips. Not because your agents do not know the answer, but because the English between knowing it and saying it takes too long, sounds rehearsed, or misses the tone. Your competitors in Manila are not smarter. They just sound more natural on the phone.

Book a demoStart with a free English audit

See how it works for BPO teams.

Free 45–60 min team auditBPO-specific curriculumCEFR-scored reporting

Your QA recordings already show this

You can hear it in your own QA recordings. An agent understands the problem but cannot explain the fix clearly enough for the caller to accept it the first time. The call gets repeated, transferred, or written up. That is where FCR drops and AHT climbs. It is not a knowledge gap. Your agents know the answer. They just do not trust their English enough to deliver it cleanly, at speed, under pressure. Multiply that across a floor of agents and it surfaces exactly where leadership looks: in the KPIs, and in the RFPs you lose to teams in Manila.

You may recognize your floor

THE AGENT

Knows the product. Sounds like the script.

They can solve the problem, but the explanation comes out in rehearsed phrases, the pacing wobbles, and the caller asks them to repeat. AHT runs longer than it should.

THE TEAM LEAD

Runs the floor. Becomes the escalation.

Half the escalations are not real escalations. The agent could have handled it but did not trust their English, so the caller was transferred up.

THE QA / TRAINER

Hears the gap. Cannot close it.

They know where each call broke, but product decks and scripts cannot close a gap in using English naturally, in real time, under pressure.

How it works for BPO teams

Not a script upgrade. A program that trains agents to respond in English instead of translating in their heads first.

  1. 01

    Diagnose

    Assess each agent's English across calls, chat, email, and escalations, then pinpoint where communication breaks.

  2. 02

    Train

    Practise real call scenarios: explaining a fix, recovering a complaint, calming an angry caller, and writing a human chat reply.

  3. 03

    Certify

    Earn CEFR certification through Tracktest, giving clients proof of improvement.

  4. 04

    Report

    Monthly CEFR-scored reports show who improved, in which skill, and by how much—data that maps to KPIs, not attendance.

What your team will practise

Every lesson comes from real call recordings and chat transcripts—moments where English directly moved a KPI.

First-call resolution

Explain a fix clearly enough for the caller to accept it the first time: no transfer and no callback.

Complaint recovery and tone

Use a calm, warm, controlled tone that de-escalates without sounding scripted.

Chat and email speed

Write a clear reply the first time, at the speed the channel demands.

Escalation language

Know when to escalate and when to say, “I can solve this,” instead of transferring the caller.

Pronunciation and clarity

Use pronunciation, pacing, and intonation that make instructions easy to understand.

Client reporting and QBRs

Build the English for client reviews, recordings, and the conversations behind the contract.

Training that works around shift rotations

1-on-1 coaching

Fast, focused coaching for team leads, senior agents, and people whose English affects the numbers they own.

Small group

Groups of 3–4 from the same campaign or level, practising the calls they actually handle.

Built-in flexibility

Schedule around shifts. Reschedule more than 4 hours before class at no charge. Requests made 4 hours or less before class count as a used session. Pause during ramp-ups or campaign changes, and review recorded sessions.

Proof your operations director will trust

Every agent is scored to CEFR and tracked over time. Monthly reports show who improved, in which skill, and by how much, alongside AHT, FCR, and CSAT measures.

Monthly CEFR-scored reports

Individual and team progress

Skill-by-skill breakdown

Campaign-level analysis

Learn about CEFR

能力报告预览

面向管理层的沟通能力视图

查看进度、角色能力差距和需要优先处理的沟通风险，而不只关注出勤数据。

档案

客户沟通团队

报告周期

第 3 个月

整体进度

+14%

各项能力

清晰解释78%
回答问题64%
风险升级71%
撰写可执行更新83%

优先差距

  • 先组织回答结构，再补充技术细节。
  • 在客户更新中更早说明风险和下一步行动。

From BPO teams like yours

I lead a floor of 25. The training was built around the calls we actually take, escalations, not textbook English. My team sounds calmer under pressure, and so do I.
M

Mark R.

BPO Team Lead

B1 → B2
For the first time I had real data to show leadership. Monthly CEFR reports meant I was not guessing whether the training worked. I could prove it.
L

Linh

HR Manager

Start with a free English audit

Before you commit budget, see where your agents' English actually stands. In a 45–60 minute diagnostic, we assess call handling, pronunciation, clarity, tone, and chat-writing speed. You receive a written Capability Gap Report within 3 business days.

A clear capability-gap picture
Insights by role and situation
Priorities for improvement
A practical basis for training decisions
Book a free English audit

Enterprise pricing, built for teams

Programs are quoted per team in your local currency. Every plan includes CEFR certification, monthly reporting, and a dedicated coordinator.

 BasicEssentialProfessional
Sessions36 × 50′72 × 50′144 × 50′
Duration3–4 months6–9 months12–15 months
CertificatesListening / Reading / Grammar+1 Speaking or Writing+2 Speaking or Writing
PriceQuoted per teamQuoted per teamQuoted per team
Request a custom quote

Questions from BPO leaders

Scripts cover what you expect. Real calls go off-script quickly. We train agents to listen, understand, and respond naturally—not just recite.

See where your BPO team really stands.

Book a demo, or start with a free English audit. Your callers will hear the difference.

Book a demo