Contract BPO Communications Trainer

Australian Customer Service, Phone Confidence and Call Control trainer needed. We are an Australian e-commerce and promotional products company with a Philippines-based customer service team. Our staff have strong conversational English and communicate well in person. However, we want to significantly improve their confidence, speed and natural communication when handling Australian customers by phone. We are seeking an experienced contract trainer to assess our team, develop a practical training program and create a learning package we can deliver to our staff. This is not primarily an English grammar role. We need someone who understands call centre performance, customer psychology, call control and Australian business communication. Key Training Objectives: The trainer will help our staff improve: # Confidence and composure on customer calls # Natural, concise Australian business language # Call control and questioning techniques # Thinking and responding under pressure # Handling unexpected or difficult questions # Knowing when to clarify, escalate or arrange a callback # Reducing over-explaining and overly formal language (big issue) # Active listening and identifying what the customer actually needs # Objection handling and complaint management # Clear call conclusions and next steps # Pronunciation, pacing and speech clarity where required This is not accent training, we are not looking for staff to imitate a forced Australian accent. The objective is to help them sound natural, commercially capable and familiar with Australian customers. I think the process should be something like: # Review a sample of recorded customer calls. # Assess each team member’s strengths and weaknesses. # Develop practical call frameworks and response patterns. # Create an Australian customer-service phrase guide. # Conduct group training or BETTER create a video explainer we can deploy to all staff # Run realistic role-play and pressure-testing exercises. # Develop a call-quality assessment scorecard. # Provide management with progress reports and recommendations. # Identify staff who are suitable for basic, advanced or complaint-handling calls. # Recommend an ongoing internal coaching process. Please let me know Any relevant training you have that will help you with this role. Any Australian accounts or Australian customers you have supported (Without violating confidentiality of course) Your proposed training approach Your Availability.