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| 48 Hour Course Description | 98
Hours Course Description |
JFK SYLLABUS:
1. Business Process Outsourcing Overview
2. The Fit - Employment Suitability Assessment
3. The Assets You Bring to the Table
4. Language and Communication Elements
5. American Culture
6. The Call
7. The Company Branding and Voice of the Customer Evaluation
8. The Paradigm Switch - How to be a good Artist and Be Yourself
9. First Time Resolution Rate
10. Creating fun - having fun and being fun -- Customer Experience
11. Making the Connection and Customer Satisfaction
12. Feedback the Breakfast of Champions
13. Multi-Tasking - How many fingers and Ears do I have
14. Academy Award Time - Best Actors and Actress Time
15. Typing Tutorial
16. Computer Navigation Tutorial
17. English Level 1 Tutorial, English Level 2 Tutorial, English Level 3 Tutorial
JFK Syllabus
1. Business Process Outsourcing Overview [8 Hours]
Provides an overview of the BPO Industry and its various career paths. At the end of this module, the prospective Customer Care Professional
(CCP) will be knowledgeable about the global business and opportunities of the BPO industry.
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2.
The Fit - Employment Suitability Assessment [8 Hours]
It is critical for the BPO industry to recruit qualified applicants with the required skills. During this period the prospective employees are exposed to the normal battery of tests administered by the BPO Industry. JFK Center will conduct a pre-enrollment assessment in 10 skill sets of all students who participate in the program to determine their competencies. Based on the results of the battery of tests, they will be benchmarked and coached for skill reinforcement.
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3. The Assets You Bring to the Table [24 Hours]
Build participants self-esteem, self-worth and their attributes to the work place. Assist the prospective CCP to translate their assets or value into a company asset. Practice and prepare the applicant in the different stages and the different processes of employment. Provide a supportive role in mentoring, coaching and role-playing the various aspects towards employment.
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4. Language and Communication Elements [40 Hours]
Train prospective employees to develop English Language awareness with specific references to grammatical, sentence and textual levels, and phonological problems, which result in communication breakdown between customer and servicing personnel. Develop intercultural and interaction awareness with specific reference to problems faced when dealing with a US customer. Use and develop adult learning principles that maximize coaching effectiveness. Equip prospective customer care professionals with the ability to conduct safe small talks. Practice the English language coaching and feedback skills under supervision of a trained English professional.
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5. American Culture [24 Hours]
Expose the students to the American culture, American Way of Life and be able to create small talk and rapport building through information provided in this module. The participant should be able to first identify the locations of the states on the United States map and discern the time zones in the different regions of the United States. Enhance the CCPs ability to create "small talk", through understanding the regional culture, brief history, famous places and resorts and various activities during the various seasons in the United States regions.
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6. The Call [24 Hours]
Familiarize the prospective Customer Care Professional in the elements of the Call process. At the end of this module, the CCP can demonstrate the use of the Call Master, demonstrate basic telephone techniques effectively, demonstrate techniques in providing excellent service to difficult and irate callers and incorporate all previously learned skills.
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7. The Company Branding and Voice of the Customer Evaluation [16 Hours]
Expose prospective customer care specialist to most company's quality performance metrics which is part of the CCP's scorecards. To ensure that each CCP continuously strive for superior and consistent level of service for callers that results in a high level of customer satisfaction. This module defines and communicates the sample sets of guidelines and examples describing protocols and behaviors required to provide a desired level of customer experience. Monitor and measure individual trained performance against the prescribed Quality Call Standards. Initiate treatment, coaching and mentoring regarding specific areas of improvement in the CCP call performance. Remain highly skilled in the call environment with continuous role-play and recorded role-play monitoring or simulation in meeting the prescribed quality call standards.
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8. The Paradigm Switch - How to be a good Artist and Be Yourself [24 Hours]
Introduce customer care professionals to the universal principles often used by US customers. It is important for CCP to understand the US framework and adapt it to their daily dealings and practices. This module demonstrates an understanding of implications and possible inferences from communicated information. It also develops techniques in self-discipline, clarifying and negotiating the understanding of information from the US customer perspective.
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9. First Time Resolution Rate [40 Hours]
To enhance the Customer Care Professional's diagnostic skills, problem solving skills and analytical skills of each participant. Ensure that the participants are capable of a direct concise reply to the customer and to think in an American way and prepare appropriate responses and probing techniques that is understandable. Develop intercultural and interaction awareness with specific reference to problems faced when dealing with US customer.
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10. Creating fun - having fun and being fun -- Customer Experience [8 Hours]
This module emphasizes the importance of the use of "Fish Philosophy", (play, make their day, be there and choose your attitude), in the work place. Moreover, creating the environment of problem resolution and the customer is always right.
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11. Making the Connection and Customer Satisfaction [40 Hours]
Expose and train the perspective employees the Telephone Service/Sales Cycle. Telephone servicing is demanding and challenging. Unlike face-to-face servicing, customers can't see a Customer Care Professional's enthusiasm, attention and concern. The advantage of reading the customer's body language is also missing from the telephone industry. A telephone service call is usually shorter than a face-to-face encounter. This modules enhances the prospective employees current skills and add new skills to increases their chances for success. Average Handle Time
(AHT) is simulated and emphasized.
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12. Feedback the Breakfast of Champions [16 Hours]
Simulate the basic score cards used in most BPO. Use current techniques used by BPO to evaluate performance in terms of Client- Customer, Stakeholder and Employee Values. At the end of this module the CCP will know how to coach other CCP and provide feedback. They will implement the required skills to help each other and improve their performances in understanding performance "gaps."
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13. Multi-Tasking - How many fingers and Ears do I have [16 Hours]
To exercise and practice prospective customer care specialist in their ability to navigate the computer, type at least 40 to 45 words per minute and simultaneously answer calls. It provides an intensive practice in listening skills, problem solving skills and documenting skills while having a dialogue with a customer.
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14. Academy Award Time - Best Actors and Actress Time (Continuous Situation
Role Plays) [16 Hours]
Continue to train each participant with similar call experience role-plays or mock calls to sharpen and increase the use of the skills taught during the course. Ensure self-confidence through practice and feedback sessions from peers and instructor.
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15. Typing Tutorial (Based on Individual Assessment) [16 Hours]
To ensure that all prospective customer care professional achieve and maintain a typing accuracy of 45 words per minute for a period of at least 2 weeks prior to passing this module.
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16. Computer Navigation Tutorial (Based on Individual Assessment) [24 Hours]
To expose and train students to achieve an acceptable proficiency level in using Microsoft word, Microsoft Excel and Internet proficiency. This course complements the required multi-tasking skills in their daily activities.
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17. English Level 1 Tutorial, English Level 2 Tutorial, English Level 3 Tutorial
This program provides an English intensive course which focuses on the participants ability to distinguish Filipino sounds from the sounds in American English. Practice formation and combination of American English Sounds. Pronounce words in sound groups in order to achieve flow. Identify the common Filipino speech habits that need to be avoided and learn to develop and practice spontaneity in communication. Based on the assessment for all students who take the program to determine their competence, this treatment program helps the students master the 52 unique sounds in the English language, exercise in words and sentences using the 52 sounds. Additionally, this module covers all aspect of accent, intonation, and phrasing or rhythm, word connection in fluent speech and pronunciation of all the vowels and consonants. At the end of the module, the participants will be able to define what is neutralized accent; identify current verbal skills; practice pronunciation, articulation and diction; and demonstrate speech and voice competency. Educational games are used to sharpen the speaking and listening skills. Additionally, the written form is also enhanced to ensure they meet the requirement for proper grammar and documentation for the BPO industry.
English Level 1 consists of 60 hours or 2 hours daily for one month of intensive training in a specific treatment of the English Language. Course will be classroom, individualized tutoring or various media.
English Level 2 consists of 120 hours or 2 hours daily for two month of intensive training in a specific treatment of the English Language. Course will be classroom, individualized tutoring or various media.
English Level 3 consists of 180 hours or 2 hours daily for three month of intensive training in a specific treatment of the English Language. Course will be classroom, individualized tutoring or various media.