LEARN ENGLISH FOR CALL CENTER | Tools and Equipment LESSON 4

CALL CENTER TOOLS AND EQUIPMENT VOCABULARY 

In this lesson, you will learn everything about the call center equipment that you will be required to use in a call center. You can miss this lesson 4

1. The difference between Tools and Equipment

2. What kind of tools would you need to work in a call center?

Singular Pronunciation         Plural

Inventory         ˈɪnvəntɔːriː Inventories 

Computer         kəmˈpjuːtər Computers

Keyboard         kiːˌbɔːrd Keyboards

Mouse maʊs Mice /maɪs/

Notepad ˈnoʊt pæd         Notepads 

Calculator         ˈkælkjʌleɪtər Calculators 

Whiteboard hwaɪt bɔːrd Whiteboards

Phone foʊn         Phones

Headset hedˌset Headsets 

Terminal ˈtɜːrmənl Terminals

Display Monitor         dɪˈspleɪ ˈmɑːnɪtər Display Monitors

Order ˈɔːrdər Orders

Budget ˈbʌʤɪt Budgets

3. Grammar Simple Past Review

Verb to Review

Simple past

affirmative

negative

questions

What can you review?

- a restaurant, a song, a book, a movie, a hotel

- a website, 

- have customers review / 3- Start review /5- Start review

- review an order /purchase / 

- the supervisor reviews your work 

Have good reviews

Have bad reviews 

You can review the contract/policies /application 

TIME EXPRESSIONS WITH SIMPLE PAST (when)

- Yesterday, 

- Last Friday,  Last week, Last month, 

- An hour ago, a couple of minutes ago,

- Last year, in 1986, in 2008, in 2022

4. Listen and Answer

Listen to the email. Then, choose the correct answers. 

1. What is the purpose of the email? 

A to tell new employees what equipment to bring 

B to determine which equipment is the most expensive 

C to review what equipment needs to be ordered

D to describe equipment maintenance procedures for a call center 

2. Which of the following equipment is NOT needed? 

A keyboards 

B headsets 

C phones 

D a whiteboard 

3. What is true about the call center's display monitors? 

A  The center has plenty of them. 

B The center does not have any. 

C They are old and dirty. 

D They were purchased while they were on sale. 

EMAIL

From: ________________________

To: _______________________

Subject: __________________________

Hello Raymond, 

I reviewed the call center inventory. We have extra 

_____________, _____________, and _____________. 

We don't need to order any of these. 

I don't think we need any more _____________ either. 

We have plenty of _____________ right now. 

Don't order any unless they are on sale. 

I definitely need you to order a new _____________.

The one we have now is really old and dirty. 

We also need new _____________ and _____________ 

for the _____________. 

Also, can you get prices on new ______ _______? 

I'd like to get one. 

However, I don't know if we have the _____________ for it. 

Thanks. 

Julie