COURSE TITLE: FINISHING COURSE FOR CALL CENTER AGENTS

NOMINAL DURATION: 100 Hours

QUALIFICATION LEVEL : NC II

COURSE DESCRIPTION:

This course is designed to develop knowledge, skills, and attitudes of a Contact Center Representative in accordance with industry standards. It covers core competencies such as: Communicate Effectively in a CustomerContactCenter and Render Quality Customer Service.

COURSE OUTCOMES:

Upon completion of the course, the trainees/students must be able to:

  • Analyze communication process
  • Communicate and listen actively
  • Use communication cues
  • Communicate electronically in writing
  • Identify and explain the products and services to be marketed
  • Gather and assess information related to customer queries on products and services using active listening and inactive communication
  • Provide assistance to customer based on assessed needs on product and services
  • Provide after sales support services

Course Structure

Module1 - Communicating Effectively in a CustomerContactCenter

Upon completion of the module the trainees/students should be able to:

LO1. Analyze communication process

LO2. Communicate and listen actively

LO3. Use communication cues

LO4. Communicate electronically in writing.

Module 2 - Rendering Quality Customer Service

Upon completion of the module the trainees/students should be able to:

LO 1. Identify and explain the products and services to be marketed

LO2. Gather and assess information related to customer queries on products and services using active listening and inactive communication,

LO3. Provide assistance to customer based on assessed needs on product and services

LO4. Provide after sales support services

COURSE DELIVERY:

  1. Trainee Entry Requirement
  • At least high school graduate
  • 18 – 55 years old
  • Assessed at e4e Level 3 or equivalent
  1. Methodology
  • Lecture/discussion
  • Practical exercises
  • Simulation
  1. Resources:

EQUIPMENT /
MATERIALS
Computer with peripherals /
Software applications
Ergonomic Computer tables and chairs /
Yahoo Messenger with Voice ( or Skype, etc. to do data and voice communication)
Internet subscription
Telephone /
Simulation web site
Headset /
RJ 45
UPS /
UTP cable
Server /
Tape (audio/digital)
Hub – 26 port /
Bond paper
Fax machine /
Voice sampling
Voice recorder
PC Video camera
Whiteboard
Contact cleaner

3. QUALIFICATION OF INSTRUCTOR:

TRAINERS QUALIFICATION (TQ II)

  • Must be computer literate
  • Must be physically and mentally fit
  • Must be rated e4e level 4 or its equivalent
  • Must qualify in any 2 of the following::
  • AB/BS Degree holder
  • 18 months call center experience
  • 12 months adult learning experience
  • Teacher/training certification

MODULE OF INSTRUCTION

MODULE TITLE:Communicating Effectively in a CustomerContactCenter

MODULE DESCRIPTOR:This module covers the knowledge, skills, attitudes and values needed to; analyze communication process, communicate and listen actively, Use communication cues and communicate electronically in writing.

NOMINAL DURATION : 60 hrs.

CERTIFICATE LEVEL :NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of the module the trainees/students should be able to:

LO1. Analyze communication process

LO2. Communicate and listen actively

LO3. Use communication cues

LO4. Communicate electronically in writing.

LO1. ANALYZE COMMUNICATIONPROCESS

ASSESSMENT CRITERIA:

  1. Communication is definedclearly.
  2. Communication pathway available isidentified inaccordance withworkplace standards.
  3. Elements of communication in each pathway are identified.
  4. Barriers to communication in a customer contact center are identified.
  5. Strategies to reduce barriers to communication are adopted.
  6. Forms of communication are distinguished.
  7. Role of communication in providing good customer care is explained.
  8. Varied communication issues in the contact center industry are identified and recognized.

CONTENTS:

  1. Definition of communication
  2. Elements of communication
  3. Communication models
  4. Forms of communication
  5. Barriers to communication
  6. Communication and customer care
  7. communication issues in the contact center

CONDITIONS: Students /trainees must be provided with the following:

  1. different communication pathway and materials
  2. contact center /simulator
  3. sources of elements of communications
  4. sources o barriers to communications
  5. telephone/fax
  6. computer with peripherals
  7. Integrated voice response
  8. hub
  9. dialer
  10. pc video camera
  11. internet subscription
  12. learning modules/handouts

LO2. COMMUNICATE AND LISTEN ACTIVELY

ASSESSMENT CRITERIA:

  1. Information are obtained and conveyed in accordance withaccepted conventions.
  2. Verbal and other types of communication are distinguished.
  3. Active listening techniques to enhance the message reception are used.
  4. Correct vocal techniques to enhance the transmission of message are used.
  5. The rate, pitch, volume and tone of voice are adjusted according to context and meaning...
  6. Proper vocal dynamic is applied when speaking over the phone.
  7. Standard American accent is applied when speaking English.
  8. Verbal communication is translated into written or electronics communication accurately and efficiently.

CONTENTS:

  1. Subject-verb agreement
  2. Verb tenses and aspect
  3. The uses of preposition
  4. Sentence sense achieving clarity,
  5. modifiers
  6. Mechanics of voice
  7. Element of speech
  8. Table of relationships
  9. Projecting confidence
  10. Phonemes
  11. Distinct source of Filipino and English
  12. Vowel and consonant guide
  13. Accents
  14. Standard American accent
  15. Types of stress
  16. Essential of good pronunciation
  17. Blending, Phrasing and Intonation
  18. Good sentence construction
  19. Effective expression

CONDITIONS: Students /trainees must be provided with the following:

  1. telephone/fax machine
  2. computer with peripherals
  3. Integrated voice response system/ IVRS switchboard
  4. hub
  5. dialer
  6. pc video camera
  7. internet subscription
  8. voice recorder

LO3. USE NON-VERBAL COMMUNICATION CUES

ASSESSMENT CRITERIA:

  1. Non-verbal communication cues used in customer and co-workers are appropriately identified.
  2. Non-verbal cues appropriate to workplace situation are use and demonstrated.
  3. Messages to suit non-verbal cues are correctly modified to convey ideas.

CONTENTS:

  1. Proper posture
  2. Hand movements and application
  3. Facial expression in various context
  4. Color
  5. Appearance/good grooming

CONDITIONS: Students /trainees must be provided with the following:

  1. Learning modules/handouts on non-verbal communication cues.
  2. customers /co-workers
  3. Simulated contact center

LO4. COMMUNICATEELECTRONICALLY IN WRITING

ASSESSMENT CRITERIA:

  1. Written communication produced is grammatically correct.
  2. Faulty sentences are identified.
  3. Correct rules on subject-verb agreement are applied
  4. Appropriate verb tenses are used when stating facts, narrating past events.
  5. Appropriate prepositions in common idiomatic expressions are applied.
  6. Written communication is produced according to accepted format
  7. Encoding is undertaken accurately and proficiently in accordance with established standards.
  8. Protocol for electronic messages is properly identified.
  9. Electronic messages correctly stored, deleted and forwarded, virus free.
  10. Proper sitting position in using computer is observed according to OHS standard
  11. Electrical connections of computer are checked prior to operation

CONTENTS:

  1. Active versus passive voice
  2. Signs of redundancy and verbal clutter
  3. the importance of brevity
  4. Achieving clarity through word
  5. Balance or parallelism
  6. Using conversational English
  7. understanding idioms
  8. AvoidingFilipinisms
  9. Constructive language
  10. Re-constructing ineffectual words phrases
  11. Use of electronic communication equipment
  12. safety precaution in operating computers

CONDITIONS: Students /trainees must be provided with the following:

  1. computer with peripherals
  2. internet subscription
  3. customers
  4. learning modules/handouts on grammar and

UNIT OF COMPETENCY : RENDER QUALITY CUSTOMER SERVICES

MODULE TITLE:Render Quality Customer Service

MODULE DESCRIPTOR :This module covers the knowledge, skills, attitudes and values needed to; identify and explain the products and services to be marketed, gather and assess information related to customer queries on products and services using active listening and inactive communication, provide assistance to customer based on assessed needs on product and services, and provide after sales support services.

NOMINAL DURATION : 40 hrs.

CERTIFICATE LEVEL :NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of the module the trainees/students should be able to:

LO 1. Identify and explain the products and services to be marketed

LO2. Gather and assess information related to customer queries on products and services using active listening and inactive communication,

LO3. Provide assistance to customer based on assessed needs on product and services

LO4. Provide after sales support services.

LO1. IDENTIFY AND EXPLAIN THE PRODUCTS AND SERVICES TO BE MARKETED

ASSESSMENT CRITERIA:

  1. Product or services to be marketed are identified
  2. Additional information on product is assessed
  3. Company policies related to training are implemented
  4. Quality services is provided in line with company procedures

CONTENTS:

  1. type of customers
  2. basic oral communications
  3. company standard on interacting with customer
  4. company ‘s culture and values
  5. information on types of company s’ products and services
  6. company policies on

CONDITIONS: Students /trainees must be provided with the following:

  1. complete information on company products and services brochures
  2. computer with peripherals
  3. company policies handbook

LO2.GATHER AND ASSESS INFORMATION RELATED TO CUSTOMER QUERIES ON PRODUCTS AND SERVICES USING ACTIVE LISTENING AND INACTIVE COMMUNICATION,

ASSESSMENT CRITERIA:

  1. Prompt greeting or acknowledgement is provided to customer in accordance with company policy.
  2. Customer identity and details are established and confirmed with customer records in appropriate manner.
  3. Customer is provided with courteous, professional treatment throughout the interaction.
  4. Interactive communication is used to gather information from customer.
  5. Customer’s objectives desires and problems related to products or services are identified and utilized follow-up questions.
  6. The needs of different characteristics and personalities of customers are met using an appropriate approach.

CONTENTS:

  1. Different customers needs and expectation related to products and services.
  2. Company standards and rules for obtaining and using and protecting information from customers
  3. Company’s values of acoustical privacy.
  4. E-services technology
  5. Using personal computer
  6. Professionalism in the Workplace

CONDITIONS: Students /trainees must be provided with the following:

  1. Handbook on Company rules and regulations on customers information
  2. telephone/fax machine
  3. Company values on acoustic privacy brochures
  4. customers
  5. Computer with peripherals
  6. simulated work area

LO3.PROVIDE ASSISTANCE TO CUSTOMER BASED ON ASSESSED NEEDS ON PRODUCT AND SERVICES

ASSESSMENT CRITERIA:

  1. Systems to provide accurate information necessary to complete customer transaction are accessed .
  2. inquires and request are responded promptly in accordance with enterprise policy.
  3. Customers complaints are addressed with clear , direct, accurate and timely response.
  4. appropriate referral or hands-off procedures are implemented as required.
  5. appropriate options are identified and recommended, within enterprise constraint, to satisfy the customers needs.
  6. “light” cross-selling and up selling techniques are employed to maximize sales.
  7. sources of more detailed information are accessed to meet the customers needs.
  8. services and products are provided to the customer as agreed and within business constraints.
  9. customer is kept informed of progress and is given clear explanation regarding any delay or inability to meet commitments.
  10. customer satisfaction is checked by confirming the objectives have been met.
  11. further assistance with commitment to service is offered to the customer before closing.
  12. follow-up techniques are completed in line with company procedure.

CONTENTS:

  1. company data access information systems
  2. company policy on customers inquiries
  3. company policy in dealing with customers complaints
  4. hands-off procedures
  5. cross selling techniques
  6. business constraints
  7. company policy on customers satisfaction
  8. follow-up techniques

CONDITIONS: Students /trainees must be provided with the following:

  1. data access information systems
  2. complete information on company products and services brochures
  3. computer with peripherals
  4. telephone/fax machine
  5. procedure on follow-up techniques
  6. company policies handbook on cross selling techniques
  7. hand book on company hands-off procedure
  8. company policy on customer satisfaction

LO4.PROVIDE AFTER SALES SUPPORT SERVICES.

ASSESSMENT CRITERIA:

  1. contact is made with customer to ensure satisfaction with support /assistance provided
  2. action necessary to resolve complaint is discussed and negotiated with the customer.
  3. agreements reached with the customer are recorded and implemented within agreed timeframe.
  4. follow-up action is initiated to ensure that agreement with customers are implemented.
  5. full documentation of actions and resolutions agreed with the customer is undertaken in accordance with company procedures.

CONTENTS:

  1. company data access information systems
  2. company policy on customers inquiries
  3. company policy in dealing with customers complaints
  4. company policy on customers satisfaction
  5. follow-up techniques
  6. company documentation procedures
  7. negotiation techniques

CONDITIONS: Students /trainees must be provided with the following:

  1. complete information on company products and services brochures
  2. computer with peripherals
  3. company policies handbook
  4. telephone/fax machine

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CBC/Contact Center Servicing