Why is it that experienced call center agents often perform poorly in English communication tests? It turns out that 65% fail in one critical area: Discourse. Discourse refers to the ability to organize information in a way that the customer can easily understand and feel confident that their issue has been addressed. For many agents, this can be a complex task, especially when it involves understanding a problem, devising a solution, presenting it clearly, and gauging the customer’s level of understanding—all in a foreign language. Even native speakers sometimes struggle with this skill.
Our research, backed by over 20 years of training more than 20,000 call center professionals, shows that just five days of targeted training can significantly raise an agent’s discourse level to a passing standard. Ideally, this training is spread over ten days, allowing agents to practice and apply what they learn in real customer interactions. This small upfront investment in people development can help call centers hit their recruitment and quality targets.
Imagine trying to explain a complex process to someone when you’re not completely confident in your own understanding. That’s what these experienced agents face daily. They might have the technical know-how, but organizing that information in a coherent, customer-friendly way can be a different ball game. A short, intensive training program can equip them with the tools they need to bridge this gap.
A senior trainer at one of our client centers mentioned, “We implemented a ten-day discourse training program for our experienced agents, and the improvement was remarkable. They were not only more confident but also more effective in their communication, leading to higher customer satisfaction scores.” This kind of targeted intervention can make a world of difference.
So, while experienced agents come with a wealth of knowledge, a bit of focused training can refine their communication skills and make them invaluable assets to your team. By investing in their development, you ensure that your agents can effectively meet the needs of your customers, leading to better overall performance and satisfaction.
