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17% Faster Resolution
15m 38s→13m 2s
10/10 Feedback
Usefulness and Instructor Quality
12% Faster Responses
41s → 36s
About
WOW24-7, a dedicated customer support service, partnered with Talaera to elevate their support team's business English proficiency.
Industry:
Outsourcing & Offshoring Consulting
Company Size:
1,000 employees
Headquarters:
Texas, United States
Effective Communications for Customer Support Training
The goal was to level up their global support team’s business English communication and empower them to handle customer interactions more effectively and efficiently, ultimately improving key performance metrics.
In January 2024, Talaera delivered a specialized five-session group course for the WOW24-7 team. The training was custom-tailored to the specific needs of customer service professionals, focusing on practical language skills that could be applied immediately.
The course curriculum included four key modules:
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Language for Customer Success: Focusing on how to describe the company and its services.
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Understanding Problems and Customer Needs: Training on active listening, clarifying details, and effective information gathering.
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Dealing with Dissatisfied Customers: Providing tools and phrases for handling difficult conversations, fixing problems, and saying "no" politely.
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Debating and Speaking Up: Building confidence in sharing opinions, agreeing, and disagreeing professionally.
The Impact: Measurable Improvement With Talaera
A comparison of support metrics from the month before the course (December 2023) to the month after (March 2024) revealed significant improvements in team performance.
Median Time To Close Dropped
17% reduction in the total time from a conversation's start to its resolution, from 15m 38s to 13m 2s.
Faster And More Confident Responses
12% decrease in the time taken to reply to customers during a conversation, from 41s to 36s.
Excellent Ratings From Participants
Agents rated the Talaera training 10/10 in relevance, usefulness, and teaching quality.
Talaera's Training ROI
The impact goes well beyond participant satisfaction. By trimming just 2.6 minutes off each support ticket, an agent handling 30 tickets a day saves around 1.3 hours daily. At an average rate of $20/hour, that’s about $26 saved per agent, per day. With a 20-person team, the time savings alone add up to roughly $10,000 every month—not to mention the additional benefits of higher customer satisfaction (CSAT scores) and stronger retention.
41s → 36s
12% Faster Response Times
10/10 Participants Feedback
Usefulness and Instructor Quality
15m 38s→13m 2s
17% Faster Ticket Resolution
What Learners Said About Talaera
Video Testimonial
"I’ve seen a great improvement in verbal communication, especially on calls where being fluent and positive is essential. I would definitely recommend Talaera's course. It improves efficiency, day-to-day communication, and creates a strong team bonding experience."
Mariia, Team Lead at WOW24-7
“The instructor was amazing! Not only were the lessons with her pleasant and relaxed, but the materials she provided helped me feel more confident when talking to clients, express my thoughts more professionally, and handle objections more effectively. In other words, I’m really glad I attended the group session from Talaera!”
WOW24-7 Agent
"As a customer support agent, I found it incredibly helpful to practice using the appropriate lexicon and refine how I communicate with customers. It also gave us the chance to reflect on our role, share perspectives with others, and build a stronger sense of purpose in what we do. I still use some of the techniques and mindset shifts from that class in my daily work."
WOW24-7 Agent
"As a customer support agent, I found it incredibly helpful to practice using the appropriate lexicon and refine how I communicate with customers. It also gave us the chance to reflect on our role, share perspectives with others, and build a stronger sense of purpose in what we do. I still use some of the techniques and mindset shifts from that class in my daily work."
WOW24-7 Agent
Empower Your Customer Support Team with Talaera
The success of the WOW24-7 team demonstrates the power of targeted language training. Whether you need to upskill your team with this proven customer service curriculum or require a fully customized program, Talaera has a solution. We offer both group courses and personalized 1:1 coaching to meet your organization's unique needs.
Ready to see results like these? Contact Talaera at talaera.com/enterprise to build the perfect training plan for your team.
What is Talaera?
Talaera is a leading provider of business English training for global teams and individuals. We offer dynamic group courses , personalized 1:1 coaching, and a comprehensive self-study platform with resources like webinars and podcasts. Our mission is to empower professionals with the practical, real-world communication skills they need to succeed in the international workplace.