Excel Asia has a new trend of conducting the training to would-be agents. Instead of an English language teacher to train them, they let the stage actors and band members to mold them their skills and attitudes appropriate in the needs of the call center.

Moreover, confidence, disciplines and respect are the values and skills that could get from stage actors and band members. According to Ugarte, the impromptu role playing games is one of the activities that will enhance the communicative c competence of the trainees. [via]