[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-0-en-105":3,"doc-seo-492337-105":59,"doc-detail-492337-en":130},{"code":4,"msg":5,"data":6},0,"success",[7,13,18,23,28,33,38,43,48,51,55],{"id":8,"doc_module":4,"doc_module_name":9,"category_name":10,"show_sort_weight":11,"slug":12},1,"Document","Story & Novel",90,"story-novel",{"id":14,"doc_module":4,"doc_module_name":9,"category_name":15,"show_sort_weight":16,"slug":17},2,"Literature",80,"literature",{"id":19,"doc_module":4,"doc_module_name":9,"category_name":20,"show_sort_weight":21,"slug":22},4,"Exam",70,"exam",{"id":24,"doc_module":4,"doc_module_name":9,"category_name":25,"show_sort_weight":26,"slug":27},5,"Comic",60,"comic",{"id":29,"doc_module":4,"doc_module_name":9,"category_name":30,"show_sort_weight":31,"slug":32},6,"Technology",50,"technology",{"id":34,"doc_module":4,"doc_module_name":9,"category_name":35,"show_sort_weight":36,"slug":37},7,"Healthcare",40,"healthcare",{"id":39,"doc_module":4,"doc_module_name":9,"category_name":40,"show_sort_weight":41,"slug":42},8,"Research & Report",30,"research-report",{"id":44,"doc_module":4,"doc_module_name":9,"category_name":45,"show_sort_weight":46,"slug":47},9,"Religion & Spirituality",20,"religion-spirituality",{"id":46,"doc_module":4,"doc_module_name":9,"category_name":49,"show_sort_weight":46,"slug":50},"World Cup","world-cup",{"id":52,"doc_module":4,"doc_module_name":9,"category_name":53,"show_sort_weight":52,"slug":54},10,"Lifestyle","lifestyle",{"id":56,"doc_module":4,"doc_module_name":9,"category_name":57,"show_sort_weight":24,"slug":58},19,"General","general",{"code":4,"msg":60,"data":61},"ok",{"site_id":62,"language":63,"slug":64,"title":65,"keywords":66,"description":67,"schema_data":68,"social_meta":123,"head_meta":125,"extra_data":127,"updated_unix":129},105,"en","call-center-layout-scope-and-sequence","Call Center Layout - Scope and Sequence","","A structured scope and sequence for call-center English learning, organized into 15 units covering workplace layout, tools and equipment, work hours, representative qualities, core communication and phone skills, leaving messages, transfers, and taking payments. It also introduces call types, answering services, and training approaches, supported by unit-specific reading contexts (handbook, memo, brochure, email, manual, webpage, advertisement, and course descriptions) and targeted vocabulary sets tied to common functional language goals.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":20,"@type":76,"position":81},"https://docshare.wps.com/document/exam/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/call-center-layout-scope-and-sequence/492337/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/call-center-layout-scope-and-sequence/492337.png","ImageObject",300,407,{"name":92,"@type":93},"jay","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-22","2026-10-01",true,{"@type":102,"interactionType":103,"userInteractionCount":19},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"How is the call-center learning content organized in the scope and sequence?","Question",{"text":112,"@type":113},"It is divided into 15 units, each with a topic and a linked reading context (such as handbook, memo, email, or webpage).","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"What types of vocabulary and language functions are included?",{"text":117,"@type":113},"Each unit provides a dedicated vocabulary list and a function goal, such as giving directions, estimating time, expressing a preference, and making suggestions.",{"name":119,"@type":110,"acceptedAnswer":120},"Which units focus on phone communication and messages?",{"text":121,"@type":113},"Phone-focused coverage appears in Units 8–10, including Phone Communication 1, Phone Communication 2, and Leaving Messages, plus Unit 7 for basic phone actions.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},492337,1791511986,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":19,"category_name":20,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":19,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":145,"preview_page_count":4},3985747858866,"https://ap-avatar.wpscdn.com/davatar_a8503ba1806abce46bf441b54a3ca4cd","Virginia Evans Jenny Dooley Sarah Miranda  \nScope and Sequence  \n\n| Unit | Topic | Reading context | Vocabulary | Function |\n| --- | --- | --- | --- | --- |\n| 1 | Call Center Layout | Employee handbook | aisle, break room, conference room, common area, cubicle, fire exit, open plan, reception, security, workstation | Giving directions |\n| 2 | Tools & Equipment | Email | calculator, computer, display monitor, headset, keyboard, mouse, notepad, phone, terminal, whiteboard | Estimating time |\n| 3 | Work Hours | Memo | 24-hour, break, daytime, evening, full-time, graveyard, morning, overtime, part-time, shift, weekend | Expressing a preference |\n| 4 | Qualities of a Representative | Brochure | enthusiastic, friendly, honest, knowledgeable, patient, polite, professional, responsible, sense of humor, sensible | Expressing an opinion |\n| 5 | Skills 1 | Résumé | adapt, call control, conflict resolution, conversation, listening, literacy, multitasking, problem-solving, speaking, type | Expressing concern |\n| 6 | Skills 2 | Job listing | address, coordinate, develop, leadership, manage, organize, supervisor, support, team, teamwork | Asking for more information |\n| 7 | Basic Actions | Guide | answer, call, dial, direct, hang up, hold, mute, reach, release, return | Identifying an error |\n| 8 | Phone\u003Cbr>Communication 1 | Magazine article | articulate, body language, communication,\u003Cbr>face-to-face, intonation, minimize, miscommunication, mumble, stress, volume | Giving a reminder |\n| 9 | Phone\u003Cbr>Communication 2 | Email | address, courtesy, dead air, empathy, interrupt, jargon, overload, personalize, positive, professionalism, rapport | Expressing contrast |\n| 10 | Leaving Messages | Memo | brief, call back, call back number, identify, leave, message, regarding, repeat, unavailable, voicemail | Making an apology |\n| 11 | Transfers | Training manual | check in, cold, conference call, department, expectation, extension, introduce, on hold, on the line, transfer, warm | Stressing a point |\n| 12 | Taking Payments | Webpage | APO, balance, confirmation number, credit card, debit card, electronic check, gift card, grace period, late fee, service fee | Making a suggestion |\n| 13 | Call Types | Cover letter | account maintenance, advice, billing, call, complaint, customer service, inbound, order, outbound, sales, tech support, transaction | Expressing doubt |\n| 14 | Answering Services | Advertisement | after-hours, answering service, appointment, dispatch, live response, overflow, receptionist, redirect, screen, workload | Making a\u003Cbr>recommendation |\n| 15 | Training | Course description | classroom, demonstrate, e-learning, modular, on-the-job, practice, role play, simulation, test, webinar | Changing your mind |\n\nTable of Contents  \nUnit 1 – Call Center Layout .................................................. 4  \nUnit 2 – Tools & Equipment .................................................. 6  \nUnit 3 – Work Hours ......................................................... 8  \nUnit 4 – Qualities of a Representative ...................................... 10  \nUnit 5 – Skills 1 ............................................................. 12  \nUnit 6 – Skills 2 ............................................................. 14  \nUnit 7 – Basic Actions ...................................................... 16  \nUnit 8 – Phone Communication 1 ........................................... 18  \nUnit 9 – Phone Communication 2 ........................................... 20  \nUnit 10 – Leaving Messages ................................................ 22  \nUnit 11 – Transfers ......................................................... 24  \nUnit 12 – Taking Payments ................................................. 26  \nUnit 13 – Call Types ........................................................ 28  \nUnit 14 – Answering Services .............................................. 30  \nUnit 15 – Training .......................................................... 32  \n","cbCailUPh3GJsx0x","https://ap.wps.com/l/cbCailUPh3GJsx0x","pdf",992820,17,"English","# Unit 1 – Call Center Layout\n# Unit 2 – Tools & Equipment\n# Unit 3 – Work Hours\n# Unit 4 – Qualities of a Representative\n# Unit 5 – Skills 1\n# Unit 6 – Skills 2\n# Unit 7 – Basic Actions\n# Unit 8 – Phone Communication 1\n# Unit 9 – Phone Communication 2\n# Unit 10 – Leaving Messages\n# Unit 11 – Transfers\n# Unit 12 – Taking Payments\n# Unit 13 – Call Types\n# Unit 14 – Answering Services\n# Unit 15 – Training\n# Glossary","[{\"question\":\"How is the call-center learning content organized in the scope and sequence?\",\"answer\":\"It is divided into 15 units, each with a topic and a linked reading context (such as handbook, memo, email, or webpage).\"},{\"question\":\"What types of vocabulary and language functions are included?\",\"answer\":\"Each unit provides a dedicated vocabulary list and a function goal, such as giving directions, estimating time, expressing a preference, and making suggestions.\"},{\"question\":\"Which units focus on phone communication and messages?\",\"answer\":\"Phone-focused coverage appears in Units 8–10, including Phone Communication 1, Phone Communication 2, and Leaving Messages, plus Unit 7 for basic phone actions.\"}]","Call Center Layout - Scope and Sequence | PDF",1790861538,43]