English for Call Centers 🙋🏻‍♀️ | Role Play Practice

In this lesson, three model conversations are used to help call center operators practice telephone skills with customers. Viewers can role play each of the conversations to help improve their English language and customer service speaking skills. This lesson will help anyone looking to sound more polite and professional in the workplace. Additionally, it is an excellent English language training resource for people looking to work in the English call center business, and also for call center businesses to use for training material.

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⏱TimeStamps⏱
0:00 - Role Play Practice Call #1
1:50 - Role Play Practice Call #2
5:06 - Role Play Practice Call #3

Transcript
CALL #1
Agent: Hello. Thank you for calling Acme Technology Company. My name is Carol. How may I help you?
Customer: Hi Carol. I’m having trouble with your computer program.
Agent: I can help you with that, sir. What kind of problem are you having?
Customer: I’m having trouble installing the program.
Agent: I’m sorry about the difficulties you’re having. I’ll try my best to help you solve the problem.
Customer: I am trying to install it on both Windows and Linux.
Agent: I see. That’s a little complicated. Would you mind if I put you on hold for a minute? I need to check on the code.
Customer: OK. That’s fine.
Agent: Thank you, sir. Please hold for a minute.
Agent: Hello sir, thank you very much for holding. I’m sorry, but could I transfer you to my supervisor?
Customer: Sure. That’s fine.
Agent: I appreciate it. I will transfer your call now.

CALL #2 -
Agent: Hello. Thank you for calling Spirit Systems. This is Tom speaking. How can I assist you?
Customer: Hello. I recently bought a new computer, and I’m having trouble loading your software.
Agent: Alright ma’am. Could you please tell me which version you are trying to load?
Customer: It’s the GR something. Hold on a sec…I’m trying to find the version of the program.
Agent: Sure. Please take your time.
Customer: It is the GR-5 Turbo.
Agent: Thank you for that, ma’am. The GR-5 Turbo. I’m sorry about the troubles you are having. I’ll try my best to help you solve the issue.
Customer: Alright. Thank you.
Agent: Ma’am, which operating system are you currently using?
Customer: I’m on a Mac, and the OS is Mount Tam.
Agent: I see. Could I please put you on hold for a few minutes? I need to speak with technical support.
Customer: OK. But, I need to get back to work soon.
Agent: I completely understand. It should only take a couple of minutes.
Customer: OK. Thanks.
Agent: Thank you very much for holding ma’am. I think I found the problem.
Customer: Great. Please tell me.
Agent: I apologize, but our company has not yet released an update for that OS. However, It will be available early next week.
Customer: Ah, now I understand. Well, that explains it!
Agent: On behalf of our company, I am very sorry for the delay. Please check our website for the update next week.
Customer: OK. I’ll do that.
Agent: Is there anything else I can assist you with today?
Customer: No, that should do it.
Agent: Thank you very much for calling, ma’am.
Customer: Yeah, OK. Thanks for looking into it.
Agent: Thank you again, ma’am. Goodbye.

CALL #3
Agent: Hello. Thank you for calling Horizon Mobile. My name is Sarah. How can I help you?
Customer: Yes, my invoice for this month is double the amount from last month. I think there is an accounting mistake.
Agent: Oh, let’s look into this. May have your full name, and phone number, please?
Customer: Yes, it is Paul S. Thompson. My number is 619-563-9810.
Agent: Thank you, Mr. Thompson. For verification purposes, may I have your date of birth?
Customer: Sure, my date of birth is May 11, 1978.
Agent: Thank you, sir. Could you give me a minute to pull up your account information?
Customer: Sure, of course.
Agent: Thank you for waiting, sir. I found your last billing invoice, and it does appear there has been an error.
Customer: I thought so!
Agent: We are very sorry for the double billing. I will notify our accounting department and they will send a new bill.

Customer: How long will that take?
Agent: You should receive it in 3-5 business days.
Customer: OK. Could you tell me my current balance?
Agent: Yes, of course, sir. Your current balance is $87.16
Customer: OK. That sounds about right.
Agent: Is there anything else I can assist you with today?
Customer: No, that should do it.
Agent: Again, I apologize for the error. Thank you very much for calling, Mr. Thompson.
Customer: Thanks for getting that sorted out.
Agent: It was my pleasure, sir.
Customer: Goodbye.
Agent: Goodbye.

Twitter: @SnglStepEnglish
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[isadafaq]

The customers speak very very much fast and angry hahaha

[Stewie_]

As an experienced call center executive... "I'll DO my best to help you" not "I'll try my best to help you"

[anneofgreengable]

What's missing is passive aggressive behavior, demands to speak to the manager NOW, legal action threats, mocking the pronunciation of a non-native English speaker working for some third-party contact center dealing with a major company's issues, pure insults and constant remarks on how unhelpful the service has been. Apart from that, everything is just perfect.

[bmpro]

We need more advanced videos like these for every occasion, thanks

[richguz]

I wish the customers were like that HAHAHAJAJJAJA

[genesisvillalva]

Gracias profe estaré practicando más el Inglés con estos roleplays, muchas gracias😄🌼💕

[idkbro]

Don't say "I'm sorry" say "I apologize" big advice! :)

[netocampero]

Yes, i really enjoyed this video, i would like to watch more videos like these.Thanks!

[luisfeliperiosbravo]

I wish the real calls were like this :((

[Rahulphysique]

I like all the conversations with customers and call center agents ❤❤❤❤

[englishlearningtime]

This is very useful to us and will help us more when speaking English.
Thank you ❤

[careluisillo]

I have answered and talked to more than 15.000 people over the years. this is like 40% similar to a real scenario.

[bilal]

The second mistake is, he did not ask about the error code or print screen. As in the IT Support role, it's mandatory.

[komalsingh]

Thnks to being made this video this was really amazing as well as helpful plz make a video on how to handle terrible customer

[mariaelias]

I need this skills and it looks like its helping thank you

[polaridadx]

This kind of videos was help me in my job, thaks.🙏

[ElizabethLabrieescobar]

hi thanks for the support, actually I'm still getting experience regarding to customer service for call center.

[katiapalomino]

Thanks for your help, i would like to apply for customer service position in the future, and this is a good resource you give us.

[mohamedmifras]

Thank you so much for this lesson. It's really helpful for me as well as others.

[mysiamuriel]

Hoping for this kind of call conversation in call center, but mostly customers in call center are talking fast and irate not exactly like this, maybe some.