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Home Contact Us About Us Structured OJT System Train-the-Trainer Course ~ Off-the-Shelf Version OJT Trainer Course ~ Instructional Skills - Content-Free Microteaching® ~ Development Skills ~ Training Materials ~ Instructor Selection Test® Advantages of Our System Clients' Comments Case Studies FAQs |
In today's
lean operating environment, organizations stretch all of their resources
up to and beyond normal limits. This applies to training as much
as it does to the other operational areas.
The call or contact center industry is widely adopting the concept of the flexible staffing arrangements. Under this practice, fewer and fewer resources are available to management. In addition, call centers' notoriously high turnover places a heavy load on the line supervisors and training staff. Our "off the shelf" training materials address the challenges of the call center. The structured, self-directed materials are a benchmark in adult learning. We combine discovery, activity and action learning in an effective package for your implementation. Our materials are divided into three compact, user-friendly courses and are uniquely self-adapting to your specific business requirements. Basic Course For new hires and personnel new to the specific product range of the center. The ten unit titles are: 1. Follow Occupational Health and Safety Rules 2. Communicate in a Call Center 3. Respond to Incoming Calls 4. Conduct Outgoing Contacts 5. Use Basic Computer Technology 6. Use Enterprise Information Systems 7. Provide Quality Customer Service 8. Action Customer Fault Reports 9. Resolve Customers Complaints 10. Work Effectively in a Call Center Environment Advanced
Course
For Call Center personnel who have completed the Basic Course or are experienced at working in a Call Center. The seven unit titles are: 1. Process Sales 2. Process Basic Inquiries 3. Organize Work Priorities 4. Manage Workplace Relationships 5. Use Multiple Information Systems 6. Manage Customer Relationships 7. Send and Retrieve Information Over the Internet Supervisor's
Course
For team leaders, assistant team leaders, line managers, and supervisors, and those who have completed both the Basic and Advanced Courses. The nine unit titles are: 1. Resolve Complex Customer Complaints 2. Lead Operations in a Call Center 3. Implement Continuous Improvement 4. Lead Innovation and Change 5. Implement Customer Service Strategies 6. Implement Information Systems 7. Provide Leadership in a Call Center 8. Lead Teams in a Call Center 9. Develop Teams and Individuals Our courses fully meet the Australian National Training Authority Competency Standards for Telecommunications (ICT02; Service/Contact Centers); (refer to www.ntis.gov.au - Information and Telecommunications Industry Training Advisory Board). The materials were successfully tested by SingTel in their Contact Centers in Singapore, Malaysia and China during 2000 - 2001. Australia, Great Britain, Canada, and many European nations have performed very detailed job and task analyses and have developed comprehensive competency standards for assessment and workplace training. National standards enable those countries to develop career training for all levels, entry level to top management, and for all occupations. The competency standards are essential not only to skill development and recognition, but also to recruitment, to performance management, to supervision and team leadership. It is our privilege to make such excellent materials available to the American business community. Additional Units Additional Units from ANTA Training Packages can be developed on request. A customization service is also available if required. Ask for a quote and development timetable. | ||