cbc_ contact center3

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 Customer Contact Center 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 Customer Contact Center

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,

CBC/Contact Center Servicing 1

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

2. Methodology Lecture/discussion Practical exercises Simulation

3. Resources:

EQUIPMENT MATERIALSComputer 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 siteHeadset RJ 45UPS UTP cableServer Tape (audio/digital)Hub – 26 port Bond paperFax machine Voice samplingVoice recorderPC Video camera WhiteboardContact 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::

o AB/BS Degree holdero 18 months call center experienceo 12 months adult learning experienceo Teacher/training certification

MODULE OF INSTRUCTION

MODULE TITLE : Communicating Effectively in a Customer Contact Center

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:


LO1. Analyze communication process

LO2. Communicate and listen actively

LO3. Use communication cues

LO4. Communicate electronically in writing.


LO1. ANALYZE COMMUNICATION PROCESS

ASSESSMENT CRITERIA:

1. Communication is defined clearly.2. Communication pathway available is identified in accordance with

workplace 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 communication2. Elements of communication3. Communication models 4. Forms of communication5. Barriers to communication6. Communication and customer care7. 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/fax6. computer with peripherals7. Integrated voice response8. hub 9. dialer10.pc video camera11. internet subscription 12. learning modules/handouts


LO2. COMMUNICATE AND LISTEN ACTIVELY


1. Information are obtained and conveyed in accordance with accepted 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 agreement2. Verb tenses and aspect3. The uses of preposition4. Sentence sense achieving clarity, 5. modifiers6. Mechanics of voice 7. Element of speech8. Table of relationships9. Projecting confidence10. Phonemes11. Distinct source of Filipino and English12. Vowel and consonant guide13. Accents14. Standard American accent15. Types of stress16. Essential of good pronunciation17. Blending, Phrasing and Intonation18. Good sentence construction19. Effective expression


1. telephone/fax machine


2. computer with peripherals3. Integrated voice response system/ IVRS switchboard 4. hub 5. dialer6. pc video camera7. internet subscription 8. voice recorder

LO3. USE NON-VERBAL COMMUNICATION CUES


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 posture2. Hand movements and application3. Facial expression in various context4. Color 5. Appearance/good grooming


1. Learning modules/handouts on non-verbal communication cues.2. customers /co-workers3. Simulated contact center

LO4. COMMUNICATE ELECTRONICALLY IN WRITING


1. Written communication produced is grammatically correct.2. Faulty sentences are identified.3. Correct rules on subject-verb agreement are applied4. 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

standard11. Electrical connections of computer are checked prior to operation

CONTENTS:

1. Active versus passive voice2. Signs of redundancy and verbal clutter3. the importance of brevity4. Achieving clarity through word5. Balance or parallelism 6. Using conversational English 7. understanding idioms8. Avoiding Filipinisms9. Constructive language10.Re-constructing ineffectual words phrases11.Use of electronic communication equipment12.safety precaution in operating computers


1. computer with peripherals2. internet subscription 3. customers4. 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:


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


1. Product or services to be marketed are identified2. Additional information on product is assessed3. Company policies related to training are implemented4. Quality services is provided in line with company procedures

CONTENTS:

1. type of customers2. basic oral communications3. company standard on interacting with customer4. company ‘s culture and values5. information on types of company s’ products and services 6. company policies on


1. complete information on company products and services brochures 2. computer with peripherals3. company policies handbook


LO2. GATHER AND ASSESS INFORMATION RELATED TO CUSTOMER

QUERIES ON PRODUCTS AND SERVICES USING ACTIVE LISTENING AND INACTIVE COMMUNICATION,


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 technology5. Using personal computer 6. Professionalism in the Workplace


1. Handbook on Company rules and regulations on customers information

2. telephone/fax machine3. Company values on acoustic privacy brochures 4. customers5. Computer with peripherals6. simulated work area


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


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 systems2. company policy on customers inquiries3. company policy in dealing with customers complaints4. hands-off procedures5. cross selling techniques6. business constraints7. company policy on customers satisfaction8. follow-up techniques


1. data access information systems 2. complete information on company products and services brochures 3. computer with peripherals4. telephone/fax machine


5. procedure on follow-up techniques6. company policies handbook on cross selling techniques7. hand book on company hands-off procedure8. company policy on customer satisfaction

LO4. PROVIDE AFTER SALES SUPPORT SERVICES.


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 systems2. company policy on customers inquiries3. company policy in dealing with customers complaints4. company policy on customers satisfaction5. follow-up techniques6. company documentation procedures7. negotiation techniques


1. complete information on company products and services brochures 2. computer with peripherals3. company policies handbook4. telephone/fax machine


cbc_ contact center3

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