COURSE TITLE NOMINAL DURATION QUALIFICATION LEVEL

FINISHING COURSE FOR CALL CENTER AGENTS

: 100 Hours : 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 Customer Contact Center and Render Quality Customer ervice. COURSE OUTCOMES: !pon completion of the course, the trainees"students must #e a#le to: $naly%e communication process Communicate and listen actively !se communication cues Communicate electronically in writing Identify and e&plain the products and services to #e marketed 'ather and assess information related to customer (ueries on products and services using active listening and inactive communication )rovide assistance to customer #ased on assessed needs on product and services )rovide after sales support services Course Structure Modu e1 ! Co""u#$c%t$#& E''ect$(e ) $# % Custo"er Co#t%ct Ce#ter !pon completion of the module the trainees"students should #e a#le to: *+,. $naly%e communication process *+-. *+.. *+/. Communicate and listen actively !se communication cues Communicate electronically in writing.

Modu e * ! Re#der$#& Qu% $t) Custo"er Ser($ce !pon completion of the module the trainees"students should #e a#le to: *+ ,. Identify and e&plain the products and services to #e marketed

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*+-. 'ather and assess information related to customer (ueries on products and services using active listening and inactive communication, *+.. )rovide assistance to customer #ased on assessed needs on product services and

*+/. )rovide after sales support services COURSE DELIVER+:

,. Tr%$#ee E#tr) Re,u$re"e#t $t least high school graduate ,1 2 33 years old $ssessed at e/e *evel . or e(uivalent -. Met-odo o&) *ecture"discussion )ractical e&ercises imulation

.. Resources:

EQUIPMENT Computer with peripherals Ergonomic Computer ta#les and chairs Internet su#scription Telephone 9eadset !) erver 9u# 2 -; port <a& machine 6oice recorder )C 6ideo camera =hite#oard Contact cleaner

MATERIALS oftware applications 4ahoo 5essenger with 6oice 7 or kype, etc. to do data and voice communication8 imulation we# site R: /3 !T) ca#le Tape 7audio"digital8 0ond paper 6oice sampling

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./ QUALIFICATION OF INSTRUCTOR: TRAINERS QUALIFICATION 0TQ II1 5ust #e computer literate 5ust #e physically and mentally fit 5ust #e rated e/e level / or its e(uivalent 5ust (ualify in any - of the following:: o $0"0 >egree holder o ,1 months call center e&perience o ,- months adult learning e&perience o Teacher"training certification

MODULE OF INSTRUCTION 5+>!*E TIT*E : Co""u#$c%t$#& E''ect$(e ) $# % Custo"er Co#t%ct Ce#ter

5+>!*E >E CRI)T+R : This module covers the knowledge, skills, attitudes and values needed to? analy%e communication process, communicate and listen actively, !se communication cues and communicate electronically in writing. @+5I@$* >!R$TI+@ CERTI<IC$TE *E6E* : : ;A hrs. @C II

!55$R4 +< *E$R@I@' +!TC+5E : !pon completion of the module the trainees"students should #e a#le to: *+,. *+-. *+.. *+/. $naly%e communication process Communicate and listen actively !se communication cues Communicate electronically in writing.

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ANAL+2E COMMUNICATION PROCESS E ,. -. .. /. 3. ;. B. 1. 5E@T CRITERI$: Communication is defined clearly. Communication pathway availa#le is identified in accordance with workplace standards. Elements of communication in each pathway are identified. 0arriers to communication in a customer contact center are identified. trategies to reduce #arriers to communication are adopted. <orms of communication are distinguished. Role of communication in providing good customer care is e&plained. 6aried communication issues in the contact center industry are identified and recogni%ed.

C+@TE@T : ,. -. .. /. 3. ;. B. >efinition of communication Elements of communication Communication models <orms of communication 0arriers to communication Communication and customer care communication issues in the contact center

C+@>ITI+@ : tudents "trainees must #e provided with the following: ,. different communication pathway and materials -. contact center "simulator .. sources of elements of communications /. sources o #arriers to communications 3. telephone"fa& ;. computer with peripherals B. Integrated voice response 1. hu# C. dialer ,A. pc video camera ,,. internet su#scription ,-. learning modules"handouts

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COMMUNICATE AND LISTEN ACTIVEL+ E 5E@T CRITERI$: ,. -. .. /. 3. ;. B. 1. Information are obtained and conveyed in accordance with accepted conventions. 6er#al and other types of communication are distinguished. $ctive listening techni(ues to enhance the message reception are used. Correct vocal techni(ues to enhance the transmission of message are used. The rate, pitch, volume and tone of voice are adDusted according to conte&t and meaning... )roper vocal dynamic is applied when speaking over the phone. tandard $merican accent is applied when speaking English. 6er#al communication is translated into written or electronics communication accurately and efficiently.

C+@TE@T : 1. Subject-verb agreement 2. Verb tenses and aspect 3. The uses of preposition /. entence sense achieving clarity, 3. modifiers ;. 5echanics of voice B. Element of speech 1. Ta#le of relationships C. )roDecting confidence ,A. )honemes ,,. >istinct source of <ilipino and English ,-. 6owel and consonant guide ,.. $ccents ,/. tandard $merican accent ,3. Types of stress ,;. Essential of good pronunciation ,B. 0lending, )hrasing and Intonation ,1. 'ood sentence construction ,C. Effective e&pression C+@>ITI+@ : tudents "trainees must #e provided with the following:

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,. -. .. /. 3. ;. B. 1. LO./ $

telephone"fa& machine computer with peripherals Integrated voice response system" I6R switch#oard hu# dialer pc video camera internet su#scription voice recorder

USE NON!VER3AL COMMUNICATION CUES E ,. -. .. 5E@T CRITERI$: @onEver#al communication cues used in customer and coEworkers are appropriately identified. @onEver#al cues appropriate to workplace situation are use and demonstrated. 5essages to suit nonEver#al cues are correctly modified to convey ideas.

C+@TE@T : ,. -. .. /. 3. )roper posture 9and movements and application <acial e&pression in various conte&t Color $ppearance"good grooming

C+@>ITI+@ : tudents "trainees must #e provided with the following: ,. -. .. *earning modules"handouts on nonEver#al communication cues. customers "coEworkers imulated contact center

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COMMUNICATE ELECTRONICALL+ IN 5RITING $ E 5E@T CRITERI$:

,. =ritten communication produced is grammatically correct. -. <aulty sentences are identified. .. Correct rules on su#DectEver# agreement are applied

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/. $ppropriate ver# tenses are used when stating facts, narrating past events. 3. $ppropriate prepositions in common idiomatic e&pressions are applied. ;. =ritten communication is produced according to accepted format B. Encoding is undertaken accurately and proficiently in accordance with esta#lished standards. 1. )rotocol for electronic messages is properly identified. C. Electronic messages correctly stored, deleted and forwarded, virus free. ,A. roper sitting position in using computer is observed according to !"S standard ,,. #$ectrica$ connections of computer are chec%ed prior to operation C+@TE@T : ,. $ctive versus passive voice -. igns of redundancy and ver#al clutter .. the importance of #revity /. $chieving clarity through word 3. 0alance or parallelism ;. !sing conversational English B. understanding idioms 1. $voiding <ilipinisms C. Constructive language ,A. ReEconstructing ineffectual words phrases ,,. !se of electronic communication e(uipment 12. safety precaution in operating computers C+@>ITI+@ : tudents "trainees must #e provided with the following: ,. -. .. /. computer with peripherals internet su#scription customers learning modules"handouts on grammar and

!@IT +< C+5)ETE@C4 5+>!*E TIT*E

: :

RENDER QUALIT+ CUSTOMER SERVICES Re#der Qu% $t) Custo"er Ser($ce

5+>!*E >E CRI)T+R : This module covers the knowledge, skills, attitudes and values needed to? identify and e&plain the products and services to #e marketed, gather and assess information related to customer (ueries on products and services using active listening and inactive communication, provide

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assistance to customer #ased on assessed needs on product and services, and provide after sales support services. @+5I@$* >!R$TI+@ CERTI<IC$TE *E6E* : : /A hrs. @C II

!55$R4 +< *E$R@I@' +!TC+5E : !pon completion of the module the trainees"students should #e a#le to: *+ ,. Identify and e&plain the products and services to #e marketed *+-. 'ather and assess information related to customer (ueries on products and services using active listening and inactive communication, *+.. )rovide assistance to customer #ased on assessed needs on product and services

*+/. )rovide after sales support services. LO1/ $ IDENTIF+ AND E6PLAIN THE PRODUCTS AND SERVICES TO 3E MAR7ETED E 5E@T CRITERI$:

,. )roduct or services to #e marketed are identified -. $dditional information on product is assessed .. Company policies related to training are implemented /. Quality services is provided in line with company procedures C+@TE@T : ,. -. .. /. 3. ;. type of customers #asic oral communications company standard on interacting with customer company Fs culture and values information on types of company sG products and services company policies on tudents "trainees must #e provided with the following:

C+@>ITI+@ :

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complete information on company products and services #rochures computer with peripherals company policies hand#ook

GATHER AND ASSESS INFORMATION RELATED TO CUSTOMER QUERIES ON PRODUCTS AND SERVICES USING ACTIVE LISTENING AND INACTIVE COMMUNICATION8 $ E ,. -. .. /. 3. ;. 5E@T CRITERI$: )rompt greeting or acknowledgement is provided to customer in accordance with company policy. Customer identity and details are esta#lished and confirmed with customer records in appropriate manner. Customer is provided with courteous, professional treatment throughout the interaction. Interactive communication is used to gather information from customer. CustomerGs o#Dectives desires and pro#lems related to products or services are identified and utili%ed followEup (uestions. The needs of different characteristics and personalities of customers are met using an appropriate approach.

C+@TE@T : ,. >ifferent customers needs and e&pectation related to products and services. -. Company standards and rules for o#taining and using and protecting information from customers .. CompanyGs values of acoustical privacy. /. EEservices technology 3. !sing personal computer &. rofessiona$ism in the 'or%p$ace C+@>ITI+@ : tudents "trainees must #e provided with the following:

,. 9and#ook on Company rules and regulations on customers information -. telephone"fa& machine .. Company values on acoustic privacy #rochures /. customers 3. Computer with peripherals ;. simulated work area

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PROVIDE ASSISTANCE TO CUSTOMER 3ASED ON ASSESSED NEEDS ON PRODUCT AND SERVICES $ E ,. 5E@T CRITERI$: ystems to provide accurate information necessary to complete customer transaction are accessed . -. in(uires and re(uest are responded promptly in accordance with enterprise policy. .. Customers complaints are addressed with clear , direct, accurate and timely response. /. appropriate referral or handsEoff procedures are implemented as re(uired. 3. appropriate options are identified and recommended, within enterprise constraint, to satisfy the customers needs. ;. HlightI crossEselling and up selling techni(ues are employed to ma&imi%e sales. B. sources of more detailed information are accessed to meet the customers needs. 1. services and products are provided to the customer as agreed and within #usiness constraints. C. customer is kept informed of progress and is given clear e&planation regarding any delay or ina#ility to meet commitments. ,A. customer satisfaction is checked #y confirming the o#Dectives have #een met. ,,. further assistance with commitment to service is offered to the customer #efore closing. ,-. followEup techni(ues are completed in line with company procedure. C+@TE@T : ,. -. .. /. 3. ;. B. 1. company data access information systems company policy on customers in(uiries company policy in dealing with customers complaints handsEoff procedures cross selling techni(ues #usiness constraints company policy on customers satisfaction followEup techni(ues tudents "trainees must #e provided with the following:

C+@>ITI+@ :

,. data access information systems

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,A

-. complete information on company products and services #rochures .. computer with peripherals /. telephone"fa& machine 3. procedure on followEup techni(ues ;. company policies hand#ook on cross selling techni(ues B. hand #ook on company handsEoff procedure 1. company policy on customer satisfaction LO4/ PROVIDE AFTER SALES SUPPORT SERVICES/ $ E ,. -. .. /. 3. 5E@T CRITERI$: contact is made with customer to ensure satisfaction with support "assistance provided action necessary to resolve complaint is discussed and negotiated with the customer. agreements reached with the customer are recorded and implemented within agreed timeframe. followEup action is initiated to ensure that agreement with customers are implemented. full documentation of actions and resolutions agreed with the customer is undertaken in accordance with company procedures.

C+@TE@T : ,. -. .. /. 3. ;. B. company data access information systems company policy on customers in(uiries company policy in dealing with customers complaints company policy on customers satisfaction followEup techni(ues company documentation procedures negotiation techni(ues tudents "trainees must #e provided with the following:

C+@>ITI+@ : ,. -. .. /.

complete information on company products and services #rochures computer with peripherals company policies hand#ook telephone"fa& machine

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