The assessment results showed the overall score for English hotline services was 76.75, just above the baseline standard of 75, compared with 75 and 95.3 for services in Cantonese. Photo: Shutterstock

Standard of English on Hong Kong’s phone hotlines barely above adequate, according to assessment of call centre operators

  • Some 1,000 test calls to operators in five sectors finds flaws, including failure to ask names of customers addressed in English
  • Call centre services largely staffed by English-speaking members of ethnic minority groups or outsourced overseas tend to perform better
Topic |   Education

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The assessment results showed the overall score for English hotline services was 76.75, just above the baseline standard of 75, compared with 75 and 95.3 for services in Cantonese. Photo: Shutterstock
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