A major Australian bank implements adaptable culture and communications training course to meet customer demands across businesses & geographies
Client This major Australian bank’s history dates back over 175 years. They are committed to building lasting partnership with their customers and communities in over 30 countries in Australia, New Zealand, throughout Asia and the Pacific, and in the Middle East, Europe and America. Needs With more than 8 million customers and 50,000 employees worldwide, […]
A Filipino BPO service provider in the Philippines leverages coaching in communication to exceed Net Promoter Score
Client One of the largest BPO service provider in the Phllippines. The company started out as a content outsourcing provider in 1980 and is considered a pioneering leader that helped make Manila one of the world’s top offshore location. Now operating in 21 locations with 22,000 top-caliber BPO professionals delivering consistent excellent customer service, it […]
A global BPO service provider increases hire rates by at least 17% in multiple sites through BUPLAS
Client A global BPO service provider has more than 30,000 customer experience specialists at 53 contact centers across 22 countries, delivering services in 33 languages to international brands in various industry verticals. In the Philippines, they recruit more than 300 employees monthly to deliver outstanding customer experience to drive business loyalty. Given the increasingly competitive […]
4 Essential Elements of an Effective Coaching Plan
Coaching plays a vital role in developing effective communication skills for customer service professionals. As a coach, it is crucial to have a well-designed coaching plan that incorporates essential strategies to enhance the performance of your team members. But, what exactly makes an effective coaching plan? In this blog post, we will explore four key […]
From Proficiency to Performance: The BUPLAS Framework
Are you a busy CEO or a high-level manager who has heard the term “BUPLAS” but isn’t sure what it means? In this blog post, we’ll explore what the BUPLAS framework is, why it is more than just a language test, and its key advantages over other language assessments. What is BUPLAS? What is the […]
Technology and Testing for Communication Performance
Are you looking to drive excellence in communication performance within your organization? At the recently held Talking Across the World Conference 2023, our Director of Quality, Ruby Dela Cruz, discussed our insights into the use of technology for communication performance testing, and shared our research on our hybrid approach for testing communication skills. We will […]
BUPLAS Coaching 101: How to Diagnose Communication Issues in Customer Service Interactions
Effective communication is the backbone of successful customer service interactions. As a coach, you play a pivotal role in helping customer service representatives navigate and address communication challenges during their calls. By employing the BUPLAS framework, you can equip your team with the right techniques to diagnose and overcome communication issues. In this blog post, […]
8 Adaptability Skills that Customer Service Associates Should Master
When it comes to effectively addressing customer needs, adaptability strategies can be a customer services associate’s secret weapon. That’s because the ability to adapt allows customer services associates to tailor their approach and responses to meet the unique needs of each customer. Whether it’s accommodating customer preferences, resolving unexpected challenges, or adjusting one’s communication styles, […]
3 Essential Topics for Intercultural Communication Training Programs
As a Training Manager or Trainer, you understand the critical role that Intercultural Communication training courses play in the success of individuals and organizations in today’s globalized world. When done the right way, these trainings can enhance cultural awareness, improve cross-cultural dialogue, and overall positively drive employee productivity. However, identifying the most relevant and impactful […]
How to Build Cultural Intelligence in Communication Training
Cultural intelligence is the ability to understand and interact effectively with people from different cultural backgrounds. It involves developing an understanding of one’s own culture, learning about the culture of others, and using this knowledge to navigate different cultural contexts. However, understanding what culture truly entails and how it influences communication can be complex. From […]
