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Read the caseKredence Global & KonceptM
Preparing Asia-based professionals for Australia-facing roles
Professionals across Asia, assessed on Day 1 and Day 24 against the CAPE standard — audibly different.
24Training hours
5Modules
2Client cohorts
Day 1 → Day 24CAPE comparison
01
The challenge
Capable professionals based across Asia were moving into roles that served Australian clients. Mother-tongue influence, hesitation and fillers, unfamiliarity with Australian workplace norms and the exposure of voice-only calls were holding back how they were heard — not what they knew.
02
What we did
Two cohorts completed the IWRP Capsule: 24 hours across five weeks and five modules — accent and clarity, fluency, confidence and presence, workplace and client communication, and telephonic skills using the A-C-E call framework. Each participant was assessed against the CAPE rubric on Day 1 and again on Day 24.
03
The outcome
Participants finished with a measured Day 1 to Day 24 comparison on Clarity, Accuracy, Pace & Flow, Engagement and Telephonic Conduct — progress evidenced by scores, not impressions.
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