Académique Documents
Professionnel Documents
Culture Documents
WORKBOOK
Contents
Orientation 9 The Call Centre Industry In Ontario 11 Call Centre Occupations 23 Call Centre Employers 35 Workplace Law 47 Training and Upgrading 61 Terminology 71 Terminology 1 73 Terminology 2 81 Communication 89 Customer Service 101 A Personal Plan 109 Glossary 117
Acknowledgements
The Steps to Employment project was made possible with funding from Citizenship and Immigration Canada-Ontario Administration of Settlement and Integration services (OASIS). LCRT Consulting researched each sector, developed the materials and conducted pilot tests of the workshops. Many individuals and organizations were involved throughout the project. Thanks to all who provided input and support. November 2000 Peter Ng Yuen Program Consultant Citizenship and Immigration Canada, OASIS Judith Bond Author, Canada Works Advisor Mary Gellatly Parkdale Community Legal Services Advisor Ralph Segal Human Resources, Royal Bank Advisor Kathi Fujino The People Bank Advisor B. J. Candeloro Project Manager, Nexus Call Centre Systems and Technology Royal Bank Advisor Jack Green Director, eConnex Advisor Sharon Campbell Call Centre Training Services, Goodwill Community Services Advisor Learning Enrichment Foundation Pilot Test Location Roberta Kenaley Pilot Test Instructor Pilot Test Participants Louis Kioyo (whose experience is featured in Unit 7) Technical Support Worker, Hewlett Packard Cheryl Richman LINC 5 Instructor, Toronto District School Board Curriculum Reviewer Bruce Russell LCRT Consulting Curriculum Design, Research and Writing Monika Etzler, LCRT Consulting Outreach, Recruitment and Coordination of Pilot Tests Peggie Shek LCRT Consulting Project Management and Administration Kaoli Hanawa Illustrations Centre Alphaplus Web site
Know your sector employers, working conditions, and entry-level qualifications. Know your job-related traits be able to describe your skills, knowledge and interests. Know sector-specific terminology be able to discuss your occupation with others. Know what credentials are required and how to translate and evaluate your documents. Know where you can get training, upgrading and help finding a job.
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the labour laws that apply to workers in Ontario. placement agencies. training and upgrading options for call centre workers. call centre vocabulary, including technical (job-specific) terms.
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Reading
Vocabulary
Writing
Pair Discussion
Group Discussion
Research
Pronunciation
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Orientation
The Call Centre Industry In Ontario Call Centre Occupations Call Centre Employers Workplace Law Training And Upgrading
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Activity 1: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. in-bound out-bound telemarketing transaction automatic call distribution interactive voice response business option predictive dialers cold-call selling cost-effective
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Activity 4: Discussion
Talk with your classmates about the following questions: What kinds of jobs did people in your class have? 1. Do any classmates have experience in customer service? 2. Are there call centres in the countries where other students come from? What kinds of services do they offer? What business is done over the phone?
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Recent trends
The number of call centres has increased in the last decade because business transactions in North America are increasingly handled by telephone. As toll-free numbers grow and 24-hour services increase, so does the number of people needed to answer the calls and manage the centres. Call centres can be found servicing almost every industry these days, including insurance companies, financial service institutions, health care institutions, the hospitality industry, utility companies, government departments, telecommunications companies and retailers. Some of the strongest demand for call centres is coming from banks and long-distance providers of loyalty programs such as Air Miles and Canadian Airlines travel points. Call centres have become very important strategic marketing tools, providing companies with a link to customers, and giving them an advantage in an increasingly competitive economy. To stay competitive these days, companies need to be ready to engage a customer at any time of the day or night and, in a global economy, anywhere in the world.
Activity 5: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. toll-free hospitality industry retailers business transactions insurance companies utility companies telecommunications companies financial services institutions government departments strategic marketing tools loyalt y program s health care institutions
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k) Air Miles (keep customers) m) important ways to get business n) a connection o) to work with a customer
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hospitality
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government departments
telecommunications
retailers
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Activity 8: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. salary encompasses advantage concentrations fibre-optic cables post-secondary training telecommunications multilingual workforce
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k) a lot of knowledge
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visit the federal government Web site: http://www.worklogic.com:81/noc/home.html visit Ontario Job Futures in the Research and Labour Market Information section of the Ontario HRDC Web site: http://www.on.hrdc-drhc.gc.ca http://www.on.hrdc-drhc.gc.ca/english/lmi/eaid/sources/sour/_e.html
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Activity 2: Writing
In a group, choose an industry (retail, insurance, telecommunications, utility companies, etc.) and complete the chart by filling in the duties, under each job title, of what each clerk might do. Share your results with the other groups. Industry:____________________________
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Occupations
Salary
The average salary for a customer service information or related clerk in Toronto is $30,071 per annum. The hourly wage ranges between $8.00 to $18.00. Wage rates are based upon experience, education and years with the organization. CSR salaries start at around $9 per hour and range up to $20 per hour, depending upon the skills, experience and qualifications needed for the job. Starting salaries average $22,000 to $26,000 a year. Managers can make as much as $60,000 a year.
Activity 3: Discussion
What would be the difference in jobs between someone who makes $8.00 an hour and someone who makes $18.00 an hour? Think about experience, education and years with the organization.
Working conditions
The call centre workplace is a fast-paced customer service or sales environment. Call productivity is the most important thing in running a successful call centre. The more calls an agent can handle, the better. CSRs must be self-disciplined and have the ability to manage challenging calls and cope with the resulting stress. They might answer up to 100 or more calls per day, although fewer calls are answered at the technical help desk, where customer needs are often very complex. Workers are monitored to identify training needs and measure performance. Many agents find call centres stressful places to work. Four factors that create a poor work atmosphere are inflexible rules that leave agents feeling trapped and afraid to leave their desks for lunch, high call quotas, criticism by managers for any drop in the number of calls, and call monitoring by managers. Continuous monitoring is stressful, with monitored employees reporting higher workloads and fear of job loss. High job turnover is often the result of this stressful environment. On the other hand, because technology allows calls to be monitored, a good call centre will positively coach the agents. It is important that CSRs stick to schedules. They should also be able to multitask, using different software packages and technologies.
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CSRs can advance to the position of team leader, supervisor or manager and to progress from the call centre to the larger organization. CSRs can advance to team leader or supervisor positions fairly quickly due to high demand. In addition to technical help desk positions in call centres, there are opportunities for technically-trained people including trouble-shooters and technical trainers. Experience with call centre industry technology may be required, backed by two or three years of general experience. Call centres are changing to include more services, improved access to customer databases, and integration with the Internet. Multimedia call centres are likely to grow, requiring workers to adapt their skills and knowledge to improved technologies.
Activity 4: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. fast-paced self-disciplined multitask trouble-shooters adapt call quotas job turnover feeling trapped challenging technical help desk multimedia call centres due to monitored measure performance
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10. __ multitask 11. __ trouble-shooters 12. __ backed by 13. __ multimedia call centres 14. __ adapt 15. __ job turnover 16. __ due to
k) call centres that use phone and Internet m) people who try to solve a problem (any) n) can control yourself o) check how well you do p) people who solve technical problems (e.g. computer)
Activity 7: Discussion
1. Have you ever felt trapped in a job? What did you do about it? 2. Have you had a personal experience dealing with job stress? 3. Has anyone ever monitored you before? How did it feel? 4. Have you ever had to multitask? 5. What kinds of databases have you worked with?
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Activity 8: Matching
A good call centre has effective coaching that helps the call centre worker. Match the three coaching terms to their definitions.
1. __ drive-bys 2. __ side-by-side coaching 3. __ remote monitoring a) The supervisor or coach listens to calls from a location away from the reps workstation. b) The coach or supervisor overhears the reps response to a customer while walking by. c) The coach or supervisor sits beside the rep, usually listening in on a headset to both sides of the call.
tolerance for stress Basic typing skills are required. However, as call centres change some of their focus from an the ability to work well under pressure oral/telephone service to a Web-enabled ser the ability to sit for long periods with vice, more demands will be placed on employa computer and headset ees for writing skills and for computer technical support. With the general technology advances in the industry, there is a growing need for employees who can provide this technical support. E-mail service is growing rapidly and this is an area where written skills are more important than oral skills.
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Activity 9: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. instances temperament motivation persistence headset personality ensure disposition databases candidates tenacity bilingualism ent ry-lev el pos it ion tolerance
10. __ tenacity 11. __ bilingualism 12. __ tolerance 13. __ headset 14. __ Web-enabled service 15. __ computer technical support
k) do not give up easily m) make sure n) use a database o) help someone with computer problems
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Human Resources and Development Canada, Ontario Region - Ontario Job Futures: http://www.on.hrdc-drhc.gc.ca Visit an HRDC Employment Resource Centre in your area and search in the binders and books with occupation descriptions.
job advertisements
see the classified section in your local newspapers visit online job sites: http://www.jobbank.hrdc-drhc.gc.ca http://www.workinfonet.bc http://strategis.ic.gc.ca http://jb-ge.hrdc-hrdc.gc.ca http://careers.msn.com http://www.workinfonet.ca http://www.workopolis.ca http://www.workopolis.com http://www.jobshark.com http://www.monster.com http://www.brainhunter.com http://www.workwaves.com http://www.careerexchange.com http://www.canjobs.com
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There are several thousand call centres in Ontario. Well over half are located in the GTA (Greater Toronto Area). Call centres are found in many industries: financial services (including banking, securities, mutual funds, insurance and credit card services); market research; telecommunications; computer hardware and software; retail and loyalty programs; travel and reservations; manufacturing; utilities; health and government services. Direct marketing firms also have telemarketing call centres. Service bureau firms are growing as other companies outsource customer service functions to them. Research companies such as Angus Reid Inc. uses call centres for their telephone interviewing needs. On-screen scripted questionnaires are read by the call centre representatives and responses typed directly onto the screen. Angus Reid employs over 800 people in their five Canadian call centres. The Royal Bank has a big call centre in Mississauga and employs about 900 people, offering services in English, French, Cantonese and Mandarin. Call centres like this would be divided into different areas according to banking services with agents providing customer service regarding everything from local branch information to investment information.
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Activity 2: Research
Using the Yellow Pages, look up the companies from activity 1 that are new to you and find out what they do. If the company is not in the Yellow Pages, try the business listings in the White Pages and locate the company phone number. Call the company and ask for some information. Start your inquiry like this: I have a general inquiry. Can you briefly tell me what kind of business you do?
Call centre job numbers by industry Services Retail and wholesale Financial services Manufacturing Telecommunicatons and utilities Transportation Health and education Other Total full-time 52,000 39,000 33,000 33,000 20,000 13,000 11,000 17,000 218,000 330,000
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The People Bank <www.thepeoplebank.com> Call Centre Division It is very important that applicants being considered for positions within Call Centres that deal with the People Bank have clear communication skills (both verbal and written English). For most assignments, typing and basic keyboarding skills are required. In some cases specific software and computer operating systems skills are a requirement for consideration. The People Bank is a leader in call centre staffing. We find jobs for people in banks to service bureaus and inhouse call centres. We have placed thousands of employees in both out bound and in bound jobs in the following positions: sales fulfillment activation customer service retention collections technical support banking services (loans/mortgages)
Bilingual and multilingual placements for the above positions include English / French, Cantonese, Korean, Mandarin, Spanish, Vietnamese, Hindi, and Punjabi. Most positions filled have been at an intermediate level, ranging from temporary and contract to permanent placements.
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b) Good morning, Have you heard about our long distance savings plan? c) Good morning. This is [x] calling. Your visa account is 6 months overdue. d) Hello. I have a question about my computer it keeps crashing. e) Hello. I have a question about my chequing account. f) Hello. I would like to open an Internet account.
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Job Advertisements
You can find job advertisements on the Internet or in newspapers. The following job ads are from the Internet. Call Centre Representatives Job Ad 1 BBM Bureau of Measurement is the best known media research company in Canada with over 50 years of experience in supplying radio and television audience ratings and research to broadcasters, advertisers and their agencies To Apply: Please send your resume, in confidence, to: Human Resources, 1500 Don Mills Road, Suite 300, Don Mills, ON M3B 3L7 Fax (416) 445-8644 E-mail: staffing@bbm.ca Are you motivated and looking for a work schedule that offers you flexible evening and weekend hours that fit your lifestyle? If so, then one of our many call centre positions may be perfect for you. No selling or telemarketing is involved and no experience is necessary. If you would like the chance to demonstrate your positive customer service attitude and excellent communication skills, wed like to meet with you. Full training will be provided and students and seniors are encouraged to apply. We thank all applicants but advise that only those to be interviewed will be contacted. BBM is an equal opportunity employer. Visit us at: www.bbm.ca
Source: http://jobs.workopolis.com/jobshome/db/star.search_cri
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Mortgage Customer Service Rep Job Ad 2 Equitable Life of Canada is an independent Canadian life insurance company offering a wide range of life insurance, annuities, and group plans for individuals and businesses, as well as residential and commercial mortgage services. Join the Equitable team in this challenging position... You thrive in a team environment and are able to interact effectively with others. You will administer residential mortgage renewals and prepare discharge statements and documentation. In addition, you will process legal documentation and property taxes and provide general administrative assistance and a high level of customer service. Your 2 years mortgage experience is backed by computer literacy (Word, Excel), a results-oriented attitude, and exceptional communication skills. Qualified applicants are invited to forward a resume, indicating salary expectations, to: Equitable Life of Canada Human Resources Equitable Life of Canada One Westmount Road North Waterloo, Ontario N2J 4C7 Fax: (519) 883-7400 Please note: It is not necessary to send both a fax and a hard copy of your resume.
We appreciate all applications and thank you for your interest in our company, but only those chosen for an interview will be contacted at this time. No phone calls, please.
Committed to equal opportunity
Source: http://jobs.workopolis.com/jobshome/db/star.search_cri
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Activity 9: Discussion
Interview your classmates and find out who in the class is best qualified for these jobs.
Working conditions
Unions Most of the call centre industry is not unionized at present, although the general lack of employee benefits and large part-time workforce make it a target for unionization. Not surprisingly there is resistance to unionization by the call centre companies. However, the growth of the industry means more demand for skilled staff, which gives workers more bargaining power. For municipal call centres, there is the Canadian Union of Public Employees. The Telecommunications Workers Union (TWU) is also active in the industry. Generally, lower wages are being paid in a call centre compared to a job in a more unionized industrial environment. However, there are some highly skilled jobs required in the industry to manage the programs in the centres and to operate the technology that supports the systems. Benefits As in most permanent full-time jobs, a full-time job in a call centre can have many benefits. Some of the standard benefits are: dental plan, supplementary health coverage and group insurance. Short-term and long-term work A lot of jobs these days are contract work - you only have a job until that project is finished. Quite often, an entire company is formed only to complete a certain project; and when the project is over, everyone in the company is out of a job (unemployed). With other companies, a job means a career (work that lasts for years).
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Be careful that an employer does not treat you as self-employed. Being self-employed is cheaper for the employer because he or she does not have to pay workers benefits. Contract work Contract work may pay twice as much as a permanent job. However, there are certain drawbacks. If you do contract work you will not have company benefits, such as a dental plan or a pension plan.
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view company profiles at: http://216.58.15.21/joblinks/Communications/index.html On this site you will also find links to many companies in different industries (hospitality, communications, etc.): check out careers sections of companies.
job requirements
look in job ads go to: http://www.canadajobs.com/ then: click on Job Seekers - Search and Browse Job Postings; type in call centres and click on search; click on call centres new; click on hyperlinks to job postings across Canada
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WORKPLACE LAW
In this unit you will learn about the laws that protect workers in Ontario employment standards human rights health safety workplace safety
Workers Compensation Act The Workers Compensation Act helps workers who are injured at work or get sick from their work.
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Employment Issues
Real story
Mr. C & Ms. M - Telemarketers
A telemarketing company based in the Parkdale area of Toronto hired Mr. C and Ms. M. The company employed about 20 people to do cold calling - choosing numbers from the phone book and phoning people to drum up (get) business for a cleaning company. Mr. C and Ms. M worked for the company at separate times. Each worked from 9:30 a.m. to 3:30 p.m., 5 days a week. They expected to be paid, but they were not, so they quit. The company closed down. Mr. C and Ms. M are trying to get the wages owed to them through the Employee Wage Protection Fund. The company seems to have opened up again under a new name.
Source: Parkdale Community Legal Services, Toronto
Activity 1: Discussion
Which one of the four Acts applies to the story, Mr. C & Mrs. M Telemarketers?
Activity 2: Interview
Ask your partner about workplace law in his or her country of origin. Write down the answers in this chart. Question What is the minimum wage? Is there workers compensation? How many weeks vacation do most workers get each year? How many public holidays are there? What are the normal working hours each week? What are the normal working hours each day? Are employers required to pay overtime? What are some deductions from pay cheques? Is there a Health and Safety Act? Answer
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Vocabulary minimum wage coffee break meal break injury injured compensation benefits overtime pay public holidays workplace standards vacation vacation pay statutory holiday payroll deductions termination of employment fire quit
$ 18.30
$12.00
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Real stories
The story of a job scam
The SuperFitness home-based telemarketers phoned the public, asking them to join the local SuperFitness club. Workers were told they would receive the greater of $12.50 an hour or a $10.00 piece-rate for every new SuperFitness member they signed up. Workers were expected to log onto the central Super Fitness phone system by a set time every day. Workers were electronically monitored by SuperFitness. If workers were not cheery enough on the phone, they were told to be happier. If they were not logged onto the system, SuperFitness called to find out why. SuperFitness told all the workers that they are co-venturists. Under the Employment Standards Act, workers are not independent contractors just because the boss says they are. SuperFitness told workers they would only pay for talk time - not all of their real work time or overtime. Under the Employment Standards Act, a worker must receive wages for work time. SuperFitness told workers a pay cheque would be sent to them as soon as they worked for the equivalent of $150.00, not on a regular payday. SuperFitness told some workers they had to pay a $40.00 deposit to work just to show how serious they were. When workers called because their pay cheques hadnt arrived, SuperFitness said, They are in the mail. After repeated phone calls and going to the SuperFitness office, only one worker received a cheque for $150.00 Vinny worked for a month with SuperFitness and logged 275 hours. She is owed $3,932.49 in outstanding wages including 55 hours of overtime. SuperFitness claims she only worked 114 hours. She has been told since July 1995 that the cheque is in the mail. To date, she has received only $250.00 for work completed in July. Vinnys bills are piling up and not paid. Anne-Marie has an extremely ill 3, yearold-son. She must stay at home to take care of him. When the Harris government took 21% off her welfare cheque, she knew she had to find some work to make ends meet. Working from home seemed to be the solution. Instead, Anne-Marie was taken by the SuperFitness scam. Shes owed $2,340.00 Christine worked for 85 hours in a 16-day period. SuperFitness had not kept track and claims she worked for only 6 days. She is owed $1,105.00 in back wages. David is owed almost $1,300.00. SuperFitness did not record his accurate work time. He worked 18 days when SuperFitness claims 12 days. Hes gone to SuperFitness but has not received what hes owed. Many of the people who worked as telemarketers for SuperFitness didnt file their claims with the Ministry of Labour until more than 6 months after they performed the work. If the 6-month limit on the claim period in Bill 49 is passed, they will be out of luck.
Source: Parkdale Community Legal Services
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Activity 7: Research
Questions or comments about employment standards Telephone the Ministry of Labour Call Centre and find out what you should do if you were not paid for work as in the reading above. Ministry of Labour Call Centre (416) 326-7160 (Greater Toronto Area) 1-800-531-5551(Canada-wide) E-mail: weblab@gov.on.ca With your classmates, discuss and write down the questions you will ask first. Example: I have an inquiry about...
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Also, keep track of: 1.The length of the call. 2. The voice of the information clerk. Was it clear? Polite? 3. What expressions did the clerk use? Opening: Closing: After you have finished, compare your findings with your classmates.
Human rights
The Ontario Human Rights code protects workers in Ontario from discrimination and harassment by their employers or co-workers. It also reminds all workers to treat each other with respect. Discrimination Discrimination is what happens when you are treated differently from other people. It is against the law to discriminate against people because of: Where they were born (place of origin) Where their ancestors were born (ancestry) Ethnic group (ethnicity) (black/white, etc.) Religion Sex (male or female) Sexual orientation (heterosexual or homosexual) Age Marital status (married, single, divorced or separated) Children (yes or no) Receiving welfare or family benefits
There are situations in which the employer is allowed to choose on the basis of citizenship, age or handicap.
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Harassment Harassment is a situation in which someone threatens, bothers or insults you. Discrimination and harassment can occur in: job ads questions about Canadian experience job applications job interviews the way your employer or co-workers treat you.
What to do in case of discrimination or harassment in the workplace Racial harassment and discrimination include racial jokes and comments, whether they are directed at you or not. Sexual harassment or discrimination includes unwanted touching, comments, sexual jokes and suggestions. If you feel that someone is discriminating against you or harassing you, get help. If a coworker harasses you, report it to your employer. If an employer harasses you, tell them that the behaviour is not welcome. If the harassment continues, talk to your lawyer or community legal clinic. Ask about your rights and the Human Rights Complaint Form.
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4. __ Andrea is a stutterer. One of her co-workers makes fun of her when she stutters. He knows that this makes it harder for her to speak, but he does it anyway. 5. __ Ute has been looking for a job for almost two years. She cant understand why it is so difficult. Her friends say that it will be impossible for her to get a job because she is 52 years old. 6. __ Olivia has worked in a small factory for three years. She has never had a raise. Olivia is from the Philippines. When Olivia asked her boss for a raise, he said: You Filipinos are all the same. You take jobs away from Canadians, and then you want a raise too. 7. __ Ahmed is a Muslim. He has a special prayer time every Friday. Every Friday one of his co-workers teases him: There goes Ahmed to the mosque again!
Adapted from: Discrimination and Harassment at Work, CLEO. August, 1993
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The stages of carpal tunnel injury: Stage One Pain and fatigue near the end of the day. Symptoms ending overnight and on days off. No reduction in work or school performance. Stage Two Recurring pain and fatigue earlier in the day. Night symptoms causing sleep disturbance. Reduced work capacity. Physical signs such as swelling. A nerve-conduction study, or other medical tests, showing injury. Stage Three Pain and fatigue even during rest and non-repetitive movement. Nighttime pain causing sleep disturbance. Reduced work capacity. Danger signs Numbness, tingling or burning sensations. Persistent symptoms. Pain-related behaviour, such as frequently massaging yourself, or pain when someone touches you.
Suggestions You should do a five-minute exercise warm-up before starting computer work, just as athletes stretch before a game, to prevent injury. You should also stretch and bend your arms, shoulders, and back before starting computer work.
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Workers Compensation
The Workplace Safety and Insurance Board (WSIB), formerly the Workers Compensation Board, gives compensation to workers who are injured on the job or who get sick because of their work. No injury is too small to report! If a worker misses work because of an injury or illness, the employer must report it to the WSIB. The worker must also report to the WISB. If a worker has an injury related to his or her job, they must always apply for workers compensation. The WSIB decides if the law covers a worker or not. Workers must report their injury to their employer immediately. Workers must also make a claim with the WSIB within six months of their injury.
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not drink so much coffee stretch more not type so strongly focus your eyes away from the monitor for a while
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Human Resources and Development Canada, Ontario Region Ontario Job Futures at www.on.hrdc-drhc.gc.ca Visit an HRDC Employment Resource Centre in your area and search in the binders and books with occupation descriptions. Green, Jack. Contact. A Guide to Developing Effective Call Centre Skills. Nelson Thomson Learning: 2000.
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evaluates your learning and experience, abilities, skills and understandings acquired through work and life experiences. General Education Diploma If you dont have a high school diploma from Ontario you may want to try the GED. This is a test that the Ministry of Education makes available to adults who want to get a document equivalent to high school in Ontario. English as a second language (ESL) You might want to join one of the classes run by LINC (Language instruction for newcomers to Canada). To do so, contact your local community organization or immigration office. Community colleges and local boards of education offer many different kinds of ESL courses. For example, you may want to brush up on your pronunciation or your business writing skills at a school near you. To get information about these classes, look in the board of education or the community colleges continuing education calendars. These calendars can be found at your local library. Many private English language institutes offer ESL for a fee. Look in the Yellow Pages under Language Training.
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1. I know how to
3. I have training in
5. I have studied
6. Im familiar with
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Canadian experience
Longtime Canadians and new Canadians both have difficulty looking for work. For newcomers, one of the biggest difficulties is the question of Canadian experience. The law says that employers cannot stop you from getting a job because you dont have Canadian experience, but many employers still ask for it. To deal with this problem, get some exposure to the Canadian job market by: Volunteering To find out about volunteer jobs, call a community agency that does work in your area such as the volunteer association in your city. Ask for the volunteer co-ordinator. Request information about volunteering. You can also check on the Internet. Some volunteer organizations, such as the Volunteer Centre in your city, may have their own postings on the Web. When you apply for a job in Canada, employers want to know about your work experience. You have to talk about: where you worked how long you worked there your position (job title, occupation) your duties and responsibilities Here are two examples: In Russia I worked in a government department for five years. I started as a technician. After three years, I was promoted to supervisor. I kept records and trained new technicians. I worked for a multimedia company from April until November. I was a programmer. Sometimes I designed Web pages.
Researching the Ontario workplace Talk to a few people who have successfully adapted to the Canadian workplace. Compare the Canadian workplace with the workplace that you used to work in and find the differences. If possible, do volunteer work in your field. Joining a temporary employment placement agency Temporary placement agencies place workers in short-term assignments for companies who require short-term help. Unless you really like change and can afford to be without work for periods at a time, this is a difficult way to make a living. However, this is the perfect way to get Canadian experience. Getting help for your job search When you are ready to start you job search, join a job search program, a job-finding club or an assisted job search program. These will give you all the support and practice that you need. You can find information about these programs at any HRDC Employment Resource Centre.
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Activity 3: Speaking
Discuss with your class if anyone has had any experience with a job search program or job finding club. What did they learn?
Centennial College Program Call Centre Operations Program, School of Business At the end of every 1-800 number is a group of people who are ready to provide whatever service the customer requires. Introduction Centennial College offers a call centre training program to meet the huge demand for employees from the more than 600 call centres in the greater Toronto area. Companies are looking for well-trained college graduates for their call centres. This is not sweatshop telemarketing. This is a career. In the curriculum, students will be taught basic call centre skills such as customer service, communications skills, computer skills, relationship marketing and the technology that makes it all possible. How to apply
1. Apply to Ontario College Applications Service * 2. Attend Orientation Session 3. Write English Test 4. Write Aptitude Test 5. Phone Interview 6. Face-to-face Interview
* Regular Program Code 2913 * Accelerated Program Code 2914
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Activity 6: Research
Call a program that offers call centre training (e.g. Centennial College, Goodwill Community Services) and find out if you are eligible for the program by asking what level of English is required to take the program. Also, ask how much the program costs and how long it is. Compare your findings with your classmates.
High school diploma College diploma or certificate University degree Other education Specialized training Membership in a professional association Experience in your field Knowledge of computer applications Experience in customer service Good problem-solving skills Ability to speak with clients in English Ability to take orders over the telephone
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Activity 8:Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. conscientious co-operative determined flexible honest level-headed punctual resourceful responsible energetic organized self-reliant
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1. Im __________. I have never been late for work. 2. I believe that Im a __________ person. I was a computer technician in China. Often, we needed new equipment, and I went out and bought it myself. 3. Id say Im a __________ person. I dont get frustrated when things are not going well. 4. People say I am __________. I am able to work without supervision. 5. Im very __________. I dont give up easily. 6. My supervisors have said Im __________. I pay attention to details, and I always complete my work. 7. I was the best consultant in the company. Thats why I was always __________ and __________ by the clients.
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LINC classes
ESL resources
Use this link to access ESL study sites on the Internet: http://alphaplus.ca/index1.htm When you get to the homepage, click on English, then click on site map, then click on AlphaPlus Index to Web resources. Choose a search method such as subject terms and then choose a topic like pronunciation. You will get a list of Web sites relating to pronunciation.
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Terminology
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TERMINOLOGY 1
In this unit you will learn about call centre technology the Internet vocabulary for general office equipment vocabulary for hardware and software
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Activity 4: Discussion
Discuss your experience with the Internet with your classmates. 1. Have you ever used the Internet? For what purposes? 2. How can companies do business on the Internet? 3. How do you think a customer service representatives job will change because of this technology? 4. Have you ever designed a Web site? 5. Have you ever bought anything using the Internet (airplane tickets, books, etc.)?
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Activity 7: Pronunciation
Listen to the instructor and mark the syllables and stress for each of the words in activity 6.
Activity 8: Discussion
Discuss with your classmates if anyone has ever worked using this kind of equipment before. What did they have to do?
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___ monitor ___ cable connector ___ keyboard ___ zip drive ___ laptop / notebook ___ scanner ___ floppy disks ___ printer ___ CPU (hard drive) ___ track ball ___ CD-ROM ___ power bar ___ mouse
Computer software
This is a list of software applications that appear in one of the placement agencys tests. What software are you familiar with? Circle the ones that you have heard about before. Put a star beside the ones that you can use. ACCPAC Adobe Pagemaker Eudora Lotus123 MS Access MS Internet Explorer Netscape Quicken Adobe Framemaker Adobe Photoshop FileMakerPro LotusNotes MS Excel MS Power Point QuarkXpress WordPerfect Adobe Illustrator CorelDraw HTML LotusWordPro MS Front Page MS Windows QuattroPro
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TERMINOLOGY 2
In this unit you will learn about computer use in call centres work processes and procedures call monitoring terminology
Computer use
Call centre workers may have to use the computer to complete the following tasks. Workers may have to: 1. Use word processing software. Example: type customer information sheets. 2. Use a database. Example: use a database to locate customer addresses or to key in new orders. 3. Use bookkeeping, billing and accounting software. Example, use a computer program to check prices during a sale. 4. Use communications software. Example, send e-mail messages to other departments, branches or customers.
Activity 1: Interviews
Using the above information, develop ten questions for your classmates to find out what they know about computer use. Start your questions using "Have you ever.........." followed by a close-ended question (what, where, why, when, how long, what kind of, etc.).
Activity 2: Writing
Using your questionnaire, write a report about one or more of your classmates.
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Real story
Working as a call centre agent
Louis Kiyo works as a technical support agent for Hewlett Packards call centre in Toronto. This call centre serves all of Canada. Louis immigrated to Canada from Cameroon and speaks fluent English; his first language is French. He did not start working in a call centre right away, but attended a Human Resources Development Canada networking program. He also took some courses to upgrade his software knowledge and got a lot of training in interview preparation. Louis did not work in a call centre before coming to Toronto; however, he had experience working as a computer support person at university while he was a student. He transferred these skills to a call centre agent position. In his interview, he stressed that he had experience explaining to people solutions to their problems, that he was a fast thinker and a results-oriented person. He also explained how he did troubleshooting for students over the phone. When he got an interview at Hewlett Packard, he was first asked to take an examination about computer technology. After that, a Human Resources person asked him general questions such as How do you work under pressure? The next part of his interview consisted of a one-on-one interview with a supervisor who tested him on computer troubleshooting. Summary of Louis work processes: talk to supervisor during call deal with angry customers know how to speak to customers know what to say and not say use software make small talk with customers put customers on hold explain a solution to a customer The final stage of the interview process was when he was called back and given a tour of the call centre by the boss. His training period was two weeks long and consisted of one week of problem solving cases on computer hardware and software and a second week of training in soft skills: working with a script, being taught how to speak to customers, what you say and dont say, how to react to angry customers and make small talk with customers, etc. The call centre he works in has about 15 people under one supervisor who the agents refer to when they encounter a problem they cannot solve. Sometimes the supervisor listens while he is talking to a customer and interrupts. Louis puts the customer on hold while the supervisor explains what should be done. Louis felt the first month to be the most difficult because he was unfamiliar with colloquial Canadian English. Using colloquial English in small talk with customers is sometimes useful while the agent is checking files. Now Louis is satisfied with his performance and alternates handling French and English speaking customers.
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Activity 3: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. colloquial technical support agent results oriented person networking program upgrade troubleshooting
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Activity 6: Matching
Assign an appropriate job process from the second column for the following phrases. 1. __ Excuse me, can I put you on hold? 2. 3. 4. 5. 6. 7. 8. 9. __ Its not as bad as all that __ Do you mind if I put you on hold? __ The first thing you have to do is __ Theres no reason to get so upset. __ Do you see what I mean? __ Are you going anywhere this summer? __ After youve done that, you __ OK so far? a) Deal with angry customers b) Make small talk while customers c) Put customers on hold d) Explain a solution to a customer
10. __ Make sure you remember 11. __ Have you been enjoying the nice weather weve been having? Practise some of the above situations in customer/agent role-plays.
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Activity 7: Matching
Match the following call centre process terms on the left with the definitions. 1. 2. 3. 4. 5. 6. __ Average handling time (AHT) __ Average talk time (ATT) __ Average work time (AWT) __ Average hold time (AHT) __ Following the staffing schedule __ Average speed of answer a) A measure of whether the staff in queue are ready to take calls during the period of time they are expected to. b) The average length of time it takes the rep to handle each call, including talk time and after-call time. c) The average length of time the rep spends out of queue doing wrap-up (finishing) work on a call after the call has been completed d) The average time a caller was on hold before his or her call was answered by a rep. e) The average amount of time the customer was on hold per call during a call. f) The average length of time the rep spends talking to the customer in each call.
Activity 8: Discussion
Discuss with your class how measuring call centre processes might be stressful for the rep.
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Banking by computer can be done either with a PC or through the Internet. PC banking is done through the clients personal computer with software provided by the bank. Internet banking uses a public network and the customers go to a banks home page to access the banks services.
ABMs
Automated Banking Machines (ABMs) are everywhere these days: in bank branches, in grocery and retail stores, and in gas stations. ABMs are convenient for customers because they are available 24 hours a day, often near parking. Customers use the ABM to make cash withdrawals, deposits, bill payments, and to transfer funds from one account to another. In some countries it is possible to use ABMs for mortgages, loans, mutual funds, RRSP deposits, foreign exchange and insurance. Canadian legislation does not allow these services to be offered through ABM, but the banking industry predicts that this will change. Although ABMs are convenient to many customers there are others who dont like it. Many seniors, for example, prefer to deal with a bank teller.
Interac Direct Payment
Canadas major banks offer telephone banking services. This service allows customers to make account inquiries, account transfers and bill payments from a telephone 24 hours a day. Customers can also take out a loan, buy a GIC or contribute to an RRSP by talking to a customer service representative at the banks call centre. Call centres are the source of most employment opportunities for clerks in the banking sector.
E-Commerce
The Internet is like a 24-hour-a-day global shopping mall. Anyone with Internet access can buy in cyberspace. Using an Internet browser, customers can get onto the Web site and look through the descriptions of products. Once a product is selected, customers can pay by credit card or be billed later. In some countries, but not yet in Canada, it is possible to pay with a kind of digital cash. Experts predict that e-commerce will become increasingly popular. In fact, it is already possible to trade stocks, mutual funds and other securities and http://www.cicnet.ingenia.com/english/newc omers/linc-2e.htm get a loan or mortgage over the internet. Consumers can get all the information they need on the Internet before deciding on where to get their financial services. For this reason, it is important for workers in this industry to be aware of the technological trends.
The Interact Direct Payment allows customers to pay for their groceries, clothes, books, in fact anything, with a bankcard. This means that people dont need to carry around that much cash with them.
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g) This service allows customers to pay for their groceries, clothes, books, in fact anything, with a bank card instead of cash. h) This banking service allows you to use your own personal computer to do your banking.
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COMMUNICATION
In this unit you will learn about workplace communication tasks working as a team member offering and asking for help workplace social communication communicating with your supervisor dealing with conflict
Discuss changes in service/workplace policy with supervisors. Customer service and computer manuals to understand how to work with specific types of orders. Communicate with co-workers to arrange schedules and tasks. Memos to customer service supervisors to update them on activities or to seek clarification of policies. E-mails to co-workers in other departments. Memos from supervisors about new procedures or services. About company promotions on e-mail. There is an ongoing need for call centre workers to keep up to date on changes to the information they provide as well as with computer technology and with trends in customer service.
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Activity 2: Interview
Discuss with your classmates whether they have had any experience with any of the above tasks. Make close-ended questions beginning with Have you ever? Be sure to change the verb to the past participle. Follow the question with an open-ended question beginning with what, why, when, where or how.
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Activity 4: Sorting
Look at the following behaviours and write either good team or bad team Good / Bad 1. trust 2. offer to help 3. form cliques (we are smart, they are stupid) 4. spread rumours 5. thank others for their help 6. be dishonest with peers, supervisors and customers 7. share information and ideas 8. do the minimum to keep the job 9. have a positive, professional attitude 10. respect peers
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Line 1 suggestions
You seem to be having a bit of trouble. Is something wrong? Is something the matter?
Line 2 suggestions
Ive got a lot to do by 2:00. Ive got to finish processing this order by 3:00. Ive got too many customers right now. Im not sure how to handle this problem. I dont know what the customer said. I dont understand what to do. I dont know how to talk to angry customers. Ive got a headache and feel stiff.
Your situations
Line 3 suggestions
Maybe I can help. May I make a suggestion? I wonder if I could make a suggestion?
Line 4 suggestions
That would be great. Please do. or No, its ok. Thanks, but Ill figure it out.
Line 5 suggestions
Maybe you should try Why dont you try If I were you
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Line 1 suggestions
I wonder if you could show me how to
Example situations
access the customers file? get into that program? solve this problem? process this order? find the account number? transfer this order? finish this invoice?
Line 2 suggestions
Im sorry. I didnt catch what you said. Sorry, I didnt quite understand.
Line 3 suggestions
Could show me how to
Line 4 suggestions
Oh, let me think or Im not sure about that. Im afraid I dont know.
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Social communication
Other than job-related communication, you will need to do some social communication tasks too. For example, you will need to talk to your coworkers at breaks and lunch. Here are some dialogues that you can practise.
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Whats the phrase for saying that you are not sure?
A: B:
_____________________________________________________________________ _____________________________________________________________________
A: B:
_____________________________________________________________________ _____________________________________________________________________
A: B:
_____________________________________________________________________ _____________________________________________________________________
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B: Your supervisor has sent you an e mail asking you to sign up for training on new software. Write a reply back to him. If your answer is no, give reasons and show interest for training.
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Real story
On time
Raphael was excited about starting his new job at the Hewlett Packard call centre. He really liked his new boss, and he thought working there would be cool. His boss told him to come in around 5 for the night shift. When Raphael arrived at 5:15, his boss was very angry. He told Raphael that he expected all his staff to be on time. Raphael looked puzzled because he was on time.
(Adapted from Canada Works, used with permission from the writer.)
B: A: B: A: B:
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Dialogue 1
A: B: A: B: A: B: Excuse me, [supervisors name]. Yes? I was wondering if I might make a suggestion? Of course. I think we should [have more software training]. Hmmm. Thats a good suggestion. Ill think about it.
Dialogue 2
A: B: A: B: A: B: Excuse me, [supervisors name]. Yes? Could I make a suggestion? Of course. It seems to me that we should [have more reps on duty]. Hmmm. Thats a good suggestion. Ill think about it.
More suggestions
have better headsets. have more breaks away from the computer. have better lighting. have better ventilation. move the coffee area further away.
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Communication
With your class, make a list of things that a worker might have to ask a supervisors permission for, then with your classmates practise the conversations using the following model.
Your conversation
A: B: A: B: A: B: A: Excuse me, _______________________. Yes? Could I possibly _____________________________________ ? Hmm... Well, Im not really sure. The reason Im asking is _________________________________________________. Well, in that case, of course you can ________________________________. Thanks a lot.
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workplace culture
Future Culture Links http://www.wcpworld.com Postcards from the Edge: Working styles from the four corners of the world http://motiv8.com/work/postcards.html Gateway to Diversity http://www.equalopportunity.on.ca Words That Count Women In http://www.gov.on.ca/owd/ (click resources then click Words That Count Women In) Canadian Council on Rehabilitation and Work: On-line Newsletter http://www.workink.com.
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CUSTOMER SERVICE
In this unit you will learn about agent/customer work tasks agent/customer vocabulary rate of speech
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Activity 2: Matching
1. __ Agent 2. __ Decision maker 3. __ Cross sell 4. __ Customer 5. __ Launch a call 6. __ Lead 7. __ Telemarketing 8. __ Validation/Verification 9. __ Cross Sell a) The person within a business or household who determines which products or services should be considered. b) A person in a call centre who speaks with the customer via the telephone. c) A technique to increase revenue of an order. d) Process by which the agent makes ready to speak with customer. e) Confirmation by a third person of a verbal transaction between an agent and a customer. f) Someone who has been screened and meets your buying criteria and/or wants to talk businessqualified.
g) A term or label created to cover the range of marketing related functions that can be performed through the telephone. h) Someone who purchases a product or service. i) A technique to increase revenue of an order.
Activity 3: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. validation verification telemarketing confirmation verbal transaction criteria determine purchases
Activity 4: Discussion
Discuss with your classmates if you have experience with any of the above tasks.
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Activity 6: Role-play
With your back to another student, develop a role-play based on this task: listen to customers describe their needs. Person A : call centre representative; Person B : customer. A good scenario might be Bell calling to see if you are satisfied with the services you are receiving. Make a list of services they offer before the role-play and use them.
Activity 7: Writing
In-bound calls generally fall into 3 categories. With a classmate, write possible customer opening sentences that fit in each box of the chart. Your sentences might start with I would like.... or I have an inquiry about 1. orders
2. information
3. problems
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Line 1 suggestions
I think you may have forgotten, but It seems that There may have been a misunderstanding
Example problems
we havent received your payment yet. your cheque was returned. your Visa card was declined.
Line 2 suggestion
Im very sorry, I didnt realize.
Line 3 suggestion
Its not a problem but
Line 1 suggestions
Im sorry to bother you, but I want to complain about something. Im afraid
Example complaints
I havent received the application in the mail yet. there are some parts missing from the unit I just bought. ... the replacement you sent doesnt work. ... my Visa card was declined, but it should be fine. I dont understand whats wrong. ... our client hasnt received the delivery yet. This is the second time. ... the amount hasnt been deducted from my account.
Line 2 suggestions
Im sorry about that. Let me see what I can do. One moment please.
Line 3 suggestions
Its okay. Thanks.
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Selling Steps
1. a clear call objective 2. identify and reach the decision maker 3. introductions and call justification 4. identify needs 5. present solutions/benefits 6. answer questions or objections 7. close 8. confirm the conditions 9. congratulate
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customer service
This website contains a quiz for customer service representatives. The quiz tests knowledge of good customer service practices. http://telephoneskills.com/judge.asp
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10
A PERSONAL PLAN
In this unit you will talk about your goals and interests get information about training and upgrading make a personal plan for the near future
Goals
1. I want to work as a technician. 2. I am a sales person. But Im looking for other work. Eventually, Id like to be a programmer. (Note: Id like to = I would like to). 3. Im going to be a computer engineer. I hope to work as a computer engineer in Canada too. But first, I have to improve my English. Until then, I am willing to do any kind of work in a computer company.
Interests
1. I like working in a small company. I dont like working in a multinational corporation. 2. I like to work with people. I dont enjoy working alone. 3. Im interested in computers. I am also interested in taking an English-upgrading course.
Preferences
1. I can work alone. But I prefer working with people. 2. Im willing to work in a government job, but I prefer private firms. 3. Id rather work full-time than part-time. 4. Id rather not work on weekends. 5. I like Macs more than PCs.
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Personal qualities
Im ____________________________________________________________________
Interests
I like _____________________________________________________________________ Im interested in ____________________________________________________________ My hobby is _______________________________________________________________
Job skills
I can _____________________________________________________________________ I know how to ______________________________________________________________ I have experience as ________________________________________________________
Work preferences
I prefer ___________________________________________________________________ Id rather _____________________________ than ______________________________
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Activity 2: Interviews
In a group, discuss each others personal qualities, goals, interests, job skills, work preferences and skills you would like to learn. Use the following questions to guide your discussion: 1. [name], how would you describe your personal qualities? 2. [name], what are your job skills? 3. [name], what are your work preferences? 4. [name], what skills would you like to learn? If someone in the group is not talking, someone can say, [name], what do about you? .
Activity 3: Research
Use training and upgrading pamphlets, fliers and calendars (or the Internet) to find information for the chart below. Training providers English as a Second Language (ESL) ESL / Computers English Upgrading Job Search Programs Call Centre Training Adult Day School Co-op Programs ESL / Business Communications Volunteering Other Cost
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YES
NO
TO DO LIST
Skills and knowledge Do you know how to communicate with your employer, your co-workers and your clients? Do you know how to prevent injuries?
Do you understand the laws about working in Canada? Do you know the terminology for computer hardware and software?
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QUESTIONS Are you able to help other computer people with their jobs? Can you observe and report a clients needs? Do you have the right education and training? Do you have your diploma or certificate here in Canada? If not, can you get a copy from your native country? Do you need to write to your university, college or employer? Have you already translated your diploma, certificate and letters of employment or reference? Do you know where can you go to get them translated? Do you know how do you get them notarized? Do you know how much this will cost? Do you know how and where to get your documents evaluated?
YES
NO
TO DO LIST
Do you think you need upgrading or extra training before you begin your job search? Do you know what kind of training or upgrading do you need? Do you have a good knowledge of the Canadian computer industry? Do you know where you can get training in your field?
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QUESTIONS If you were trained overseas, do you need to upgrade your certification? Have you collected information about certification here in Canada? If not, do you know were to get this information? Is your level of English good enough to look for a call centre job right now?
YES
NO
TO DO LIST
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For private colleges and vocational schools, look in the Yellow Pages under computer training. For a list of Ontario Colleges of Applied Arts and Technology visit the Ministry of Education and Training Web site: www.edu.gov.on.ca Visit the HRDC Interactive Training Inventory Service for Ontario at http://www.trainingiti.com Connect to the Ontario Ministry of Education and Trainings Training Hotline at 1-800-387-5656
language training/ESL
Free ESL and word processing courses are available through the catalogues for boards of education and the information on bulletin boards at your local library.
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Agent
GLOSSARY
A person in a call centre who speaks with the customer via the telephone.
Blended Agent
A call centre agent who handles both in-bound and out-bound calls throughout their shift without any designated time for each type of call.
Call Centre Management
The art of having the right number of people at the right times in their seats to answer an accurately forecasted number of calls at the required service level.
Call Guide
A paper or screen system providing bullet points or actual verbatim copy for agents to use on the telephone during live calls.
Campaign
In-bound and/or out-bound marketing, sales or service activity that is tied to specific preset parameters.
Client
An individual or organization that hires fee-paid professionals to provide specific expertise in complex specialties.
Coach
A person who provides expert guidance to agents to help them enhance their communications, sales and/or service skills.
Complete In-bound
Any call that inquired specifically about a campaign or program offer or objective.
Complete Out-bound
Basic unit of call centre measurement that is determined by dividing all fixed, variable and semi-variable costs by the number of workstation (call hours) projected or achieved.
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Cross Sell
A group of records containing specific types of information in the sale location (field).
Decision Maker
The individual(s) within a business or household who determines which products r services should be considered and who should provide these products and services.
Disposition Code
A shift template that some workforce management systems use to create schedules only after permanent shift types can no longer be used.
Forecasting
In workforce management software, the ability to forecast call volume, staffing requirements, and trunk requirements.
Frontline
The delivery of what was promised, in the time promised, as a result of a direct marketing offer.
Function Key
A key defined by the current running program to carry out a specific function or set of functions.
Handle Time
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In-bound Calls
Generally fall into three primary categories: 1. orders; 2. information; 3. problems. Calls coming into a call centre.
Information Technology (IT)
The application of computer, communications and software technology to the management, processing and dissemination of information.
In-House
A general term used to describe sending data to and receiving data from a computer.
Integrated In-bound/Out-bound
Someone who has been screened and meets your buying criteria and/or wants to talk businessqualified.
Log In/Out
Sign in procedure which makes or breaks a connection between the user and the computer.
Log Off
To enter the proper key sequence to terminate the active user session and disable further communication with a given network or computer system.
Marketing
The innovative synergism of all those activities within an organization to get the goods or services of that organization inthe hands of the customers.
Mentoring
(call observation) The process by which telephone calls are observed by people who are trained in specific strategies and techniques to improve call quality and effectiveness. Used also to ensure that mandated information is provided in each contact correctly.
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Occupancy
The percentage of the scheduled work time that agents are actually handling calls or after-call wrap-up work.
Operating Hours
The period of day that a call centre is open to launch or accept calls.
Out-bound
A call made from agent to outside contact for the purpose of doing business.
Outsource
(Multiple Service Bureau) The service of in-bound or out-bound agents provided to more than one company.
Password
The architecture of a particular computing environment. Can refer to either software operating environment or hardware type.
Predictive Dialing Campaign
Campaign in which telephone numbers are dialled on multiple trunk lines simultaneously for a group of agents assigned to a campaign.
Prospecting
A feature that holds incoming calls when no agents are available to answer them.
Real-Time Adherence
Most frequently used by service bureau clients, this is the process whereby a qualified/authorized party can dial into a remote call centre and monitor certain telephone calls.
Retention
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Screen Pop
Delivering a screen or window of information to a terminal or workstation when a telephone call is delivered to the associated telephone.
Script
The text that is put on an agent workstation monitor when a call is connected. A script is usually specifically written for a campaign.
Selling Steps
1. A clear call objective; 2. identify and reach the decision maker; 3. introduction and call justification; 4. identify needs; 5. present solutions/benefits; 6. answer questions or objections; 7. close; 8. confirm the conditions; 9. congratulate.
Server
A shared computer on a network that is the repository for files, database, applications and email.
Service Levels (In-bound)
Standards set for acceptable speed of answer, abandon rates, longest time a caller will be held in queue.
Service Objectives
The call centre goals or "performance checkpoints" that affect caller satisfaction.
Silent Monitoring
The process whereby a Supervisor or other qualified party monitors the calls of an agent . The agent may or may not be aware that this specific call is being monitored.
Site Adherence
Comparison of how closely actual staffing levels conform to either scheduled or required staffing levels.
Station
A person whose primary responsibility is to oversee the activities of a group of telephonebased sales, marketing, service or research agents.
Support Staff
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Total time from when an agent answers a call until the agent disconnects.
Telemarketing
A term or label created to encompass the range of marketing related functions that can be performed through the telephone.
Terminal
A device for inputting data to and receiving data from a computer; in call centre terms, the workstation at the agents desktop.
Time Zone Calling
The ability of a dialing system to start and stop calling at predetermined times to different time zones.
Tracking
Workforce management feature that models actual events and activities in a call centre to aid in short-term planning and evaluation of agent and call centre performance.
Universal Agent (Blended Agent)
An agent who is trained to answer all types of calls both in-bound and out-bound.
Validation/ Verification
Length of time an agent is wrapping up a contact and not available to handle another call.
Work Time (Out-bound)
Length of time from when an agent accesses a record or receives a predictive dialer connection, including talk time plus the time spent in wrapping up a contact, to when that agent is ready to make another attempt or accept a dialer connection.
Wrap Up Time
The post-call work time an agent spends on a call. Glossary Source: The Manitoba Call Centre Association
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