About this Course
At the end of the course, the trainee should be able to:
a. Acquire basic knowledge regarding the contact center operations and service protocols;
b. Practice and develop skills such as active listening, conversation, typing, and computer operation;
c. Acquire the knowledge, skills and attitudes in demonstrating the effect of cultural variables when interacting with North American customers, use of North American geography, regional differences and their impact on customer interaction;
d. Gain deeper understanding about the principles and practice of customer service;
e. Apply the skills and knowledge acquired from the training modules (speech and grammar and soft skills training) in the one-on-one call interview/recruitment screening simulations;
f. Attain job targets within key results areas;
g. Manifest proficiency in the communication by expressing oneself effectively;
h. Be able to apply the 3 C’s of communication (clarity, conciseness and coherence) to effectively deliver messages, feedback and instruction;
i. Demonstrate confidence when communicating in English;
j. Be able to apply oral/written English communication skills to effectively deliver a persuasive conversation;
k. Be able demonstrate effective listening by being able to appropriately respond to questions and request; and
l. Demonstrate comprehension by being able to respond effectively with awareness of audience and purpose.
Learning modules
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INTRODUCTION
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Day 1 Scholarship Guidelines and Virtual Training System
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Day 1.2 Proficiency - iTeach Virtual Training Platform
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Day 2.1 Train @ Home
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Day 2.2 Discipline
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Day 2.3 Virtual Training Netiquette
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INDUSTRY OVERVIEW
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Day 3.1 IT-BPM Industry in the Philippines
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Day 3.2 Significance of the IT-BPM Industry
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Day 3.3 Impact of the Covid Pandemic in the IT-BPM Industry
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Day 3.4 The Philippine Contact Center Industry
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Day 4.1 Information and Communication Technology in Development
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Day 4.2 Motivation for Success
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ENGLISH COMMUNICATION
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Day 5.1 Think in English
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Day 5.2 Motivational Video Elon Musk
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Day 6.1 English Grammar Review
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Day 6.2 Common Mistakes in Grammar
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Day 7.1 Resources for Building English Communication Skills
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Day 8.1 Building English Communication Skills
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CUSTOMER SERVICE
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Day 9 Introduction to Customer Service
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Day 10 Building Customer Service Skills
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Day 11 Understanding Difficult Customers
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Day 12 Handling Difficult Customers
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ESSENTIAL SKILLS IN THE WORKPLACE
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Day 13.1 Basic Computer Operation
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Day 13.2 Computer Systems Navigation
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Day 13.3 Computer Keyboard
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Day 13.4 Touch Typing
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Day 14 Jump Start Your Career
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Day 15 Job Application Techniques
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Day 16.1 Health and Safety in the Workplace
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PLACEMENT SERVICES
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Day 17.1 Company Orientation
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Day 17.2 The Employees' Opinions
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Day 18 Company Interviews
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Day 19 Assessment and Coaching
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Day 19.1 Remedial Session
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COMMUNITY SERVICE
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Day 20.1 Principles of Technology of Participation
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