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Training for call centers

Because we’re not born with soft skills

Know which communication and soft skills candidates are missing, train them and watch their scores soar in post-training assessments.

Over 200,000 trainees improved soft skills by 20% with HiringBranch

L&D teams don’t guess what trainees need. They know it.

Before and after soft skill scoring

Pre-training assessments map who needs upskilling in what area. Post-training assessments track progress. Categories include:
Speaking
Writing
Listening
Reading

On-the-job simulations build soft skills

Best-practice trainings are layered into relevant, contextual exercises for customer service, sales, and IT service roles in your industry. Train on:
Attention to detail
Building rapport
Issue acknowledgement
Speaking with conviction
and more...

Engaging and intensive practice for chat, email, and phone

Trainees are never bored with a variety of reading, listening, speaking, and writing practices for:
Getting started
Muting
Transfers
Recording permission
and more...

CEFR-rated courses cover language upskilling and refresher training

Plus exposure to speaking and communication styles, and global accents.
Open-ended questions
Open-ended questions
Open-field questions let trainees practice a natural flow freely.
Intensive practice
Intensive practice
Speed up time to training with intensive practicing.
Mobile first
Mobile first
Trainees can access trainings from desktop or their phones.
Reference examples
Reference examples
Best practices and answer examples provide clear guidance.
Automated scoring
Automated scoring
Trainees see scores in real-time.
Comparison model
Comparison model
Trainees listen to model responses before and after tasks.
Localized
Localized
Get regional trainings narrowed down by specific countries.
24/7 Candidate support
24/7 Candidate support
Trainees can access live chat at any time.
Configurable program layout
Configurable program layout
Change the order, formats and question types.

Modern features for today’s customer service

Your trainees will get education, voice samples, real-time scoring and trainee support included in all trainings.

Build your own training program

Choose from any of our proven language, writing, speaking, and culture trainings built for North American, Australian, and UK contact centers.
Book a demo
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Grammar (UK and USA)

Give agents the basics on the parts of speech focusing on the most common errors. Narrated explanations followed by exercises that incorporate:

Grammar (UK and USA)

Grammar & Writing
|

Give agents the basics on the parts of speech focusing on the most common errors. Narrated explanations followed by exercises that incorporate:

  • Listening
  • Reading
  • Writing in blanks
  • Speaking

Communicating Professionally using Email

This course develops the email writing skills you need to efficiently manage your day-to-day workload and achieve your long-term professional goals.

Communicating Professionally using Email

Grammar & Writing
|
5 hours

Give agents practice in writing good emails for business. This course uses explanations, examples and exercises.The topics covered are:

  • The parts of an email
  • Using Plain English
  • Avoiding jargon
  • The appropriate tone and formality of an email
  • Common mistakes

Speaking with Confidence

Teach agents’ how to sound confident on the phone. Sound believable by speaking with conviction.

Speaking with Confidence

Speaking & Fluency
|

Teach agents’ how to sound confident on the phone. Sound believable by speaking with conviction.

  • Make your voice sound authoritative
  • Learn what to say and what not to say
  • Practice strategies and techniques to improve your voice conversations in the workplace
  • Record practice activities throughout the course

Voice - Pronunciation (USA)

Improve agents' ability to communicate in English using a USA-speaking style. Get the fundamentals of American-style speech at the phoneme, word and sentence level.

Voice - Pronunciation (USA)

Speaking & Fluency
|
2 hour

Improve agents' ability to communicate in English using a USA-speaking style. Get the fundamentals of American-style speech at the phoneme, word and sentence level.

  • Vowel and Consonant Accuracy
  • Word Stress, Reductions, and Linking
  • Sentence Intonation
  • Rhythm and Pacing

Voice - Pronunciation (UK)

Improve agents ability to communicate in English using a UK-speaking style. Get the fundamentals of British-style speech at the phoneme, word and sentence level.

Voice - Pronunciation (UK)

Speaking & Fluency
|
3 hour

Improve agents ability to communicate in English using a UK-speaking style. Get the fundamentals of British-style speech at the phoneme, word and sentence level.

  • Vowel and Consonant Accuracy
  • Word Stress, Reductions, and Linking
  • Sentence Intonation
  • Rhythm and Pacing

Understanding Regional Accents UK

Help agents improve their ability to understand regional accents in British English. Includes regional accent model recordings and understanding drills.

Understanding Regional Accents UK

Listening
|
1 hour

Help agents improve their ability to understand regional accents in British English. Includes regional accent model recordings and understanding drills.

Understanding Regional Accents USA

Help agents improve their ability to understand regional accents in USA English. Includes regional accent model recordings and understanding drills.

Understanding Regional Accents USA

|
1 hour

Help agents improve their ability to understand regional accents in USA English. Includes regional accent model recordings and understanding drills.

CS Essentials: CS Chat - Best Practices

Give agents foundational instruction in Customer Service skills in a chat environment. This course uses explanations, examples, and interactive exercises.

CS Essentials: CS Chat - Best Practices

Customer focus
|
1 hours

Give agents foundational instruction in Customer Service skills in a chat environment. This course uses explanations, examples, and interactive exercises.

  • Chat Etiquette
  • The Three Steps of Customer Service: Acknowledge, Empathize, Reassure
  • Positive Language - How to Say "I don't know".
  • Call Hold Procedure
  • Follow up and Close

CS Essentials: CS Voice - Best Practices

Help agents understand the principles of good customer service with voice recordings. This course uses explanations, examples, and exercises.

CS Essentials: CS Voice - Best Practices

Customer focus
|
1 hours

Help agents understand the principles of good customer service with voice recordings. This course uses explanations, examples, and exercises.

  • How  much do you know about Customer Service?
  • Active Listening - Acknowledging and Paraphrasing, Empathizing, Reassuring
  • Professional Tone of Voice and Positive Language
  • Mirroring and Verbal Collision
  • Call Control and Small Talk

What customers have to say

Exciting learning!

HiringBranch is a highly effective tool to enhance language proficiency. It’s exhaustive database of exercises, activities and examples make the journey exciting for the trainee.
Senior Trainer, Infosys

Effective training

I love this! HiringBranch is making our screening and training much faster and more effective.
Director Training, Afni

Endless possibilities

HiringBranch offers endless possibilities and interesting ways to engage trainees and expose them to deep learning and REAL language.
Julie Gagnon-Riopel Ph.D., John Abbott College

Talk to us about your training

Unlock the potential of contact center agents, wherever they are, and make customer conversations the best they can be with HiringBranch.

Book a demo
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