Shadowing Practice: English for Call Centers 🙋🏻♀️ | Role Play Practice - Learn English Speaking with Video
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call center english role play conversation number one
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call center agent and customer hello thank you for calling acme technology my name is carol how may i help you
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hi carol i'm having trouble with your computer program
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i can help you with that sir what kind of problem are you having
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i'm having trouble installing the program
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i'm sorry about the difficulties you're having i'll try my best to help you solve the problem well i'm trying to install it on both windows and linux
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i see that's a little complicated
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would you mind if i put you on hold for a minute i just need to check on the code
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okay that's fine thank you sir please hold for a minute
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hello sir thank you very much for holding i'm sorry but could i transfer you to my supervisor
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sure that's fine i appreciate it i will transfer your call now
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call center english role play conversation number two
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hello thank you for calling spirit systems this is tom speaking how can i assist you
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hello i recently bought a new computer and i'm having trouble loading your software
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all right ma'am could you please tell me which version you are trying to load
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it's the gr something hold on a sec i'm trying to find the version of the program sure please take your time
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it is the gr5 turbo thank you ma'am the gr5 turbo
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i'm sorry about the troubles you are having i'll try my best to help you solve the issue
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all right thank you ma'am which operating system are you currently using
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i'm on a mac and the os is mount tam
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i see could i put you on hold for a few minutes i need to speak with technical support
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okay but i need to get back to work soon
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i completely understand it should only take a couple of minutes
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okay thanks thank you very much for holding ma'am i think i found the problem
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great please tell me i apologize but our company has not yet released an update for that os it will be available early next week
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ah now i understand well that explains it
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on behalf of our company i am very sorry for the delay please check our website for the update next week
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okay i'll do that is there anything else i can assist you with today no that should do it
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thank you very much for calling ma'am
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yeah okay thanks for looking into it thank you again ma'am goodbye
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call center english roleplay conversation number three
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hello thank you for calling horizon mobile my name is sarah how can i help you
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yes my bill for this month is double the amount from last month i think there is an accounting mistake
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oh let's look into this may i have your full name and phone number please yes it is paul s
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thompson my number is 619-563-9810 thank you mr thompson for verification purposes
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may i have your date of birth sure my date of birth is may 11 1978
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thank you sir could you give me a minute to pull up your account information sure of course
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thank you for waiting sir i found your last billing invoice and it does appear there has been an error i thought so we are very sorry for the double billing
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i will notify our accounting department and they will send a new bill
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how long will that take you should receive it in three to five business days
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okay could you tell me my current balance
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yes of course sir your current balance is 87.16
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okay that sounds about right
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is there anything else i can assist you with today no that should do it
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again i apologize for the error thank you very much for calling mr thompson
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thanks for getting that sorted out
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it was my pleasure sir thank you goodbye
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goodbye if you enjoyed this video please hit the like button and share it thank you so much for watching and see you next time
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you
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Vocabulary and speaking notes for this lesson
This B1 speaking lesson is built on the video “English for Call Centers 🙋🏻♀️”. The speaker keeps coming back to these words: sir, calling, trouble, hold, center. This video has 49 sentences and 681 words to shadow. The speech runs for 8:15. The speaker talks slowly, about 82 words per minute, so there is time to copy every sound. 85% of the words are among the 3,000 most common in English; the rest is worth studying before you start.
Key vocabulary in this video
The 12 most advanced words in the video, with pronunciation and meaning:
| Word | Pronunciation | Meaning |
|---|---|---|
| goodbye | /ɡʊdˈbaɪ/ | Farewell; a formula used to another person or persons when the speaker, writer, or person addressed is departing. |
| turbo noun | /ˈtɝ.boʊ/ | A turbine. |
| carol noun | /ˈkɛɹəl/ | A ballad or song of joy. |
| install verb | /ɪnˈstɔl/ | To connect, set up or prepare something for use |
| apologize verb | /əˈpɑləˌd͡ʒaɪz/ | To make an apology or excuse; to acknowledge some fault or offense, with expression of regret for it, by way of amends |
| invoice noun | /ˈɪnˌvɔɪs/ | A bill; a commercial document issued by a seller to a buyer indicating the products, quantities and agreed prices for products or services that the seller has… |
| roleplay verb | /ˈroʊl.pleɪ/ | To act out a scenario or fantasy with another person or other people. |
| verification noun | /ˌvɛ.ɹə.fɪˈkeɪ.ʃən/ | The act or process of verifying. |
| notify verb | /ˈnoʊtɪfaɪ/ | To give (someone) notice (of some event). |
| supervisor noun | /ˈsupɚˌvaɪzɚ/ | A person with the official task of overseeing the work of a person or group, or of other operations and activities. |
| linux noun | Any unix-like operating system that uses the Linux kernel. | |
| horizon noun | /həˈɹaɪ.zən/ | The visible horizontal line (in all directions) where the sky appears to meet the earth in the distance. |
Phrasal verbs you will hear
| Word | Pronunciation | Meaning |
|---|---|---|
| get back to verb | Return to (an activity) | |
| pull up verb | /ˌpʊl ˈʌp/ | To lift upwards or vertically. |
| sort out verb | To clarify by reviewing mentally. |
Grammar in this video
The structures the speaker uses most, with the exact words from the video:
| Structure | In the video |
|---|---|
| Advice with “should” should + verb — saying what is a good idea | should only take · should do · should receive |
| Present continuous am/is/are + -ing — something happening right now or around now | i'm having · you're having · are trying |
| Future with “will” will + verb — a decision, promise or prediction | i'll try · will transfer · will be |
| Obligation: must / have to / need to saying that something is necessary | need to check · need to speak · need to get |
Pronunciation to watch
The speaker uses 13 contractions and reduced forms, such as I'm, I'll, you're. Say them the short way, as you hear them.
- Long words — get the stress right: apologize /əˈpɑləˌd͡ʒaɪz/, verification /ˌvɛ.ɹə.fɪˈkeɪ.ʃən/, supervisor /ˈsupɚˌvaɪzɚ/
How to practise with this video
- Listen to the whole video once without speaking and note the words you do not know.
- Shadow it sentence by sentence at normal speed, repeating each one until your rhythm matches the speaker.
- Record yourself and compare with the original, paying attention to words like goodbye, turbo, carol.
What is the Shadowing Technique?
Shadowing is a science-backed language learning technique originally developed for professional interpreter training and popularized by polyglot Dr. Alexander Arguelles. The method is simple but powerful: you listen to native English audio and immediately repeat it out loud — like a shadow following the speaker with just a 1–2 second delay. Unlike passive listening or grammar drills, shadowing forces your brain and mouth muscles to simultaneously process and reproduce real speech patterns. Research shows it significantly improves pronunciation accuracy, intonation, rhythm, connected speech, listening comprehension, and speaking fluency — making it one of the most effective methods for IELTS Speaking preparation and real-world English communication.