Call Centre Curriculum: Learner (2004)

This document is one of a series of Essential Skills occupational curricula developed for use in adult upgrading programs. There is a corresponding guide for practitioners.

The authors have divided the material into six modules: an introduction to call centres; professionalism; customer service; telephone skills; computer skills; and health and safety.

Each module contains a variety of learning activities designed to develop a range of skills, including reading, writing, and interpersonal communication. Some of the activities are based on the kinds of situations encountered while working at a call centre while others deal with issues like handling anxiety and stress while speaking with clients.

Some activities are designed for the learner to do on his own while others require the learner to work with a partner.

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APA citation
Jenn Bishop and Kristin Acker. Call Centre Curriculum: Learner 2004. Web. 28 Nov. 2022 <>
Jenn Bishop & Kristin Acker (2004). Call Centre Curriculum: Learner. Retrieved November 28, 2022, from
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