I work as a communication trainer at a BPO in India. I have been assigned the task to devise stratigies and plan sessions to improve the comprehension and comprehensibility of a group of agents who interact with americans over the phone.
These agents posses very limited english speaking abilities.
And what we are emphasising, is not on improving their overall english, however equipping them with skills of comprehension where in they can understand the speaker and their queries and then in response can make the speaker understand what they want to convey.
Thus it would be of great help, if you can of some other activities or material which might be useful in this senario.
Thanks a bundle
You mentioned the main point is not on improving their overall English. However, I think that is precisely the point. You should either hire people
with better Engish skills or train and teach English to your employees.
I recommend an intensive English learning program, based on telephone
talks. You should hire some Americans (just one or two) to talk to them
by phone, about 20 mins per day.
Regarding learning material, you should make it yourself. For example: you could record some real telephone calls and transcribe the text. With the text transcriptions you may write lessons, focusing on grammar points, listening comprehension, interpretation and so on. Do it yourself or hire someone to do it for you.