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BPO-HOME
| 48 Hour Course Description
| 98 Hours Course Description |
COURSE
DESCRIPTIONS
96 Hours BPO/Call Center
Workshop Modules
|
OVERVIEW OF THE BPO INDUSTRY AND CAREERS |
This program
provides prospective participants with knowledge of the BPO Industry
and career opportunities in the
Objectives:
1. To
introduce the BPO Industry and to help the prospective participants in
2. To assist
the prospective participants to have an easy access to BPO Industry
job opportunities
| BPO 10 | Understanding the BPO | Gives participants knowledge of the BPO industry and the opportunities it can present them. |
| BPO 20 | Work Ethics | Teach participants on proper work conduct and professional ethics. |
| BPO 21 | Fish Philosophy | Shows participants the essence of Fish! Philosophy and how they can sustain efficiency in the work place. |
| BPO 30 | 360 Degrees Coaching and Feedback | Teaches participants on the importance of feedback and shows how they can maximize coaching sessions. |
|
PERSONALITY DEVELOPMENT |
This program
teaches the prospective participants goal setting and leadership;
values which are highly regarded in the BPO Industry.
Objectives:
1. To
emphasize the importance of goal setting and to assist the prospective
participants in establishing their individual initial career goals.
2. To assist
the prospective participants in becoming good leaders and to accept
responsibility for their decisions.
| Personality Development 10 | Boosting Self Esteem | Develops a healthy self esteem for the participants through a series of esteem boosting strategies |
| Personality Development 11 | Assertiveness
and |
Shows participants on how they can increase their confidence and defines the role of assertiveness as part of American culture. |
| Personality Development 12 | Art of Persuasion | Introduces participants behind the principle of finding the art of moving an audience to a specific decision |
| Personality Development 20 | Being Proactive vs. Reactive | Part of Covey's 7 Habits of Highly Effective people, participants learn ways on being pro-active in handling situations |
| Personality Development 21 | Begin with the End in Mind | Part of Covey's 7 Habits of Highly Effective People, participants will learn on how foresight will help them plan their actions better |
| Personality Development 22 | Think Win-Win | Part of Covey's 7 Habits of Highly Effective People, participants get to learn techniques on how to have better decisions on situations |
| Personality Development 30 | FTR – Knowledge vs. Experience | Discusses individual knowledge versus their experience and how they can improve on their career by circling on the challenges that they need to work on. |
| Personality Development 31 | Write Personal and Career Goals | Gives participants a chance to plot short-term and long-term goals through a series of discussion-activity scenarios. |
| Personality Development 40 | Fix the Person then the Problem | Helps participants to increase their effectiveness in dealing with difficult types of people. |
|
ENGLISH OPTIMIZATION |
This program
is designed to assist BPO Professionals and prospective participants
with English language proficiency. This course will address the basics
of language: grammar, diction, correct usage and oral expression.
Exercises in pronunciation and exposure to articulate English-speaking
individual are included.
Objectives:
1. To assist
prospective participants to express themselves in English.
2. To assist
prospective participants to attune their ears to the sounds of the
English language so they can pattern spoken English.
3. To assist
participants in gaining greater self-confidence in their English
language skills.
| English Optimization 10 | Communication Process | Shows participants on the basics of the communication process and understanding the factors that affects effective communication. |
| English Optimization 20 | Speech Techniques | Introduce participants to the different speech techniques used in Standard American English |
| English Optimization 21 | American English Accent: Vowels | Immerse participants to the American English vowel pronunciation. Drills include skills practice in grading intensity. |
| English Optimization 22 | American English Accent: Diphthongs | Immerse participants to the American English diphthongs pronunciation. Drills include skills practice in grading intensity. |
| English Optimization 23 | American English Accent: Consonants | Immerse participants to the American English consonants pronunciation. Drills include skills practice in grading intensity. |
| English Optimization 30 | Business English | Teach participants on the most common English grammar rules. Includes practice drills for each grammar topic. |
| English Optimization 31 | Effective Business Writing | Applies the rules of Business English through a series of different writing drills and scenarios. |
| English Optimization 32 | Resume Writing | Assists participants on how to effectively communicate their experiences in a resume. Includes the dos and don’ts on proper résumé building. |
|
INTERVIEW & COMMUNICATION SKILLS |
This program
is designed to assist BPO Professionals and prospective participants
to overcome negative selection interview results. The programme
discusses the purpose of group, panel and voice interviews and
includes practice drills and participation in simulated interviews.
Objectives:
1. To assist
participants to use honesty and confidence in interviews.
2. To
teach techniques in body language and communication skills that will
assist prospective participants to
gain selection at the job interview.
Modules:
| Communication Skills 10 | Active Listening | Teaches participants on keys to effective listening and shows the different techniques on active listening. |
| Communication Skills 11 | Listening & Take Action | Immerses participants to different listening situations and the proper way of responding to these scenarios. |
| Communication Skills 20 | Succeeding an Interview | Gives practical advise on how participants can create a positive image and ace the different kinds of interviews |
| Communication Skills 21 | Psychology Behind Interview Questions | Shows participants on the meaning of common interview questions and how they should respond to these questions. |
|
VOICE OF
THE CUSTOMER -- FUNDAMENTALS IN CUSTOMER |
This program
enhances the skills of BPO Professionals and prospective participants
in interacting with customers. At the end of this course, the
prospective participants will have acquired the ability to understand
quality customer service.
Objective:
1. To assist
prospective participants in developing a positive attitude towards
customers and to motivate them in always offering their best endeavors
in customer service.
2. To
emphasize patience in the professional handling of customers and to
sharpen their listening and client interaction skills.
Modules:
| Customer Service 10 | Introduction to Customer Service | Equips participants on the basics of the customer service cycle and the proper attitude in creating world class customer support |
| Customer Service 20 | Greet the Caller | Provides an introduction on how to properly start call conversations |
| Customer Service 30 | Maintain Rapport with the Customer | Supplies individuals with a list of techniques on how to increase customer and brand loyalty through rapport. |
| Customer Service 31 | Satisfy Customer Needs | Gives participants an overview on how to correctly set expectations in satisfying customer needs |
| Customer Service 32 | Identify Needs – Confirming Facts | Engages participants in different scenarios that would allow them to circle out facts from different customer issues. |
| Customer Service 40 | Present Alternative Solutions | Equips participants with tips on how to create a work-around to customers with difficult requests. |
| Customer Service 41 | Agree on Solutions to Customer’s Needs | Equips participants with steps on how they can work on a win-win situation for both the client and the customer through different situations and complaint intensities. |
| Customer Service 50 | Techniques to Dissect and Analyze Issues | Gives participants the basic procedures and techniques on how to analyze issues. This is pre-requisite to all modules on handling complaints. |
| Customer Service 51 | Handling Difficult Situations | Higher level of "Handling Complaints", gives participants knowledge on how to act on difficult situations. |
| Customer Service 52 | Establish the Willingness to Help | Shows participants on the proper voice modulation and conversation techniques to create an air of "Customer First" Attitude. |
| Customer Service 53 | Handling Apprehensions | Shows participants on how to act on hard customers |
| Customer Service 54 | Handling Complaints | Shows participants on how to effectively handle service and product issues through different sets of customer complaint issues and scenarios. |
|
USA CULTURE AND GEOGRAPHY |
This program
will familiarize BPO Professionals and prospective participants with
American culture and geography. At the end of this course, the
prospective participants will have acquired a general understanding of
this large country. Topics covered include the several time zones, the
geographical regions, regional characteristics, and nuances of the
varying lifestyles, speech patterns and other subtle cultural
diversities brought on by history.
Objectives:
1. To
introduce basic
2. To stress
that knowledge of American culture and attitudes are essential.
3. To teach
the importance of knowing the states of the
| US 10 | American Thoughts and Culture | Familiarizes
participants on the " |
| US 11 | American Expression and Idiosyncrasy | Discusses common Filipino English clichés that is not acceptable in the American language |
| US 12 | Understanding the Cultural Difference in Answering a Question | Aims in an understanding of the difference in common American conversation versus Filipino conversation. |
| US 20 | US Geography | Familiarizes
participants in the different states, geographical areas, and
famous landmarks in the |