Call Centre Curriculum: Practitioner (2004)

This practitioner’s guide, part of a series of Essential Skills occupational curricula developed by Quinte Literacy Group and Literacy Link Eastern Ontario (LLEO) for adult upgrading programs, complements the material contained in the corresponding learner’s document.

The authors have provided answer keys for activities contained in the learner’s document and also included a number of demonstration activities. For those activities, the authors have noted the Literacy and Basic Skills (LBS) level for each one; described the anticipated outcomes; and explained which Essential Skills are being demonstrated and at what level.

They have also provided links to some resources for instructors.

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APA citation
Jenn Bishop and Kristin Acker. Call Centre Curriculum: Practitioner 2004. Web. 26 Nov. 2022 <>
Jenn Bishop & Kristin Acker (2004). Call Centre Curriculum: Practitioner. Retrieved November 26, 2022, from
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