Course Outline
MY COURSE DESIGN: A. CHICA
COURSE SYLLABUS
COURSE TITLE : Finishing Course for Call Center Agents
NOMINAL DURATION : 100 hours
QUALIFICATION LEVEL : NC II
A. 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: Communicating Effectively in a Contact Center, and being able to Render Quality Customer Service to Contact Center Customers.
B. Course Outcomes
It is expected that at the end of this course, the trainees/students are able to:
1. Analyze the communication processes
2. Communicate and listen actively
3. Use communication cues
4. Communicate electronically in writing
5. Identify and explain products and services being marketed
6. Gather and assess information related to customer queries about products and services, using active listening and communication skills
7. Provide assistance to customers according to their requirement on products and services
8. Provide after sales support service
C. Course Outline and Timeframe
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D. Course Requirements
1. Participation: The following components will constitute the grading process: attendance, quality of class participation, contribution of resources or information (articles, learning materials, websites, etc.), and collaboration with other class/training participants.
2. Presentation/Report: Trainee/student will submit a report (not exceeding 3 pages), covering topics assigned by the instructor. A minimum of one report will be assigned every class/training session. Trainee/student will be tasked to make a brief oral presentation on the class/training date scheduled for the presentation.
3. Call Simulation: Trainee/student will be tasked to handle a mock call presentation of the products and services of his/her
COURSE SYLLABUS
COURSE TITLE : Finishing Course for Call Center Agents
NOMINAL DURATION : 100 hours
QUALIFICATION LEVEL : NC II
A. 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: Communicating Effectively in a Contact Center, and being able to Render Quality Customer Service to Contact Center Customers.
B. Course Outcomes
It is expected that at the end of this course, the trainees/students are able to:
1. Analyze the communication processes
2. Communicate and listen actively
3. Use communication cues
4. Communicate electronically in writing
5. Identify and explain products and services being marketed
6. Gather and assess information related to customer queries about products and services, using active listening and communication skills
7. Provide assistance to customers according to their requirement on products and services
8. Provide after sales support service
C. Course Outline and Timeframe
[pic]
D. Course Requirements
1. Participation: The following components will constitute the grading process: attendance, quality of class participation, contribution of resources or information (articles, learning materials, websites, etc.), and collaboration with other class/training participants.
2. Presentation/Report: Trainee/student will submit a report (not exceeding 3 pages), covering topics assigned by the instructor. A minimum of one report will be assigned every class/training session. Trainee/student will be tasked to make a brief oral presentation on the class/training date scheduled for the presentation.
3. Call Simulation: Trainee/student will be tasked to handle a mock call presentation of the products and services of his/her