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,

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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 MATERIALS
Computer with peripherals Software applications
Ergonomic Computer tables and chairs Yahoo Messenger with Voice ( or Skype,
etc. to do data and voice
Internet subscription communication)
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

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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 holder
o 18 months call center experience
o 12 months adult learning experience
o 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:

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.

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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 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

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LO2. COMMUNICATE AND LISTEN ACTIVELY

ASSESSMENT CRITERIA:

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 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

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 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. COMMUNICATE ELECTRONICALLY 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

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 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. Avoiding Filipinisms
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.

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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

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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

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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

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 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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