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Call Centre

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

Steps to Employment in Ontario

You just arrived in Ontario. Where do you begin?


These first steps will help you get started.

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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In this workshop you will learn about



what kinds of call centre jobs are available in Ontario now, and what kinds of call centre jobs will be available in the next few years. different occupations in the call centre industry and learn about: wages duties conditions future training

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.

You will also practice how to...



ask for assistance. offer assistance. talk to your supervisor. talk to your co-workers and customers. deal with customers. get specific information related to your occupation.

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Icons used in the workbook


Exercises in the workbook are headed by the following icons. These icons indicate the type of activity intended by the exercise.

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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Introduction INTERVIEW Steps to Employment

Interview your partner


Ask your partner the following questions. Write down his or her answers in complete sentences. Once you are finished, prepare to introduce yourself to the group using the answers on your partners sheet. 1. What is your name? 2. Where are you from? 3. How long have you been in Canada? 4. What is your occupation? 5. How much do you know about the call centre sector in Ontario? 6. How much work experience and training have you had in this industry? 7. Why are you taking this workshop? 8. What are your hopes for this workshop?

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THE CALL CENTRE INDUSTRY IN ONTARIO


In this unit you will learn about what call centres are recent trends the Ontario call centre industry future trends

What call centres are


One of the new occupations that has created thousands of jobs during the past few years is call centre work. Call centres are telecommunications locations created by corporations and governments to provide service and support for their customers by telephone. These call centres can be inbound centres, out-bound centres, or sometimes a mix of the two. In-bound centres, or help desks, answer customer inquiries and/or give technical support. Agents in out-bound centres call customers to promote products or servicesthe traditional telemarketing job. While call centres may have started out as basic telemarketing centres, they are rapidly becoming transaction centres, where much more than cold-call selling takes place and customer service has become extremely important. Call centres are based on telecommunications and computer technologies such as automatic call distribution (answer and queue/hold calls), interactive voice response (prompts) and predictive dialers. These changes, together with reduced telephone rates, make call centres an attractive business option. They allow companies to improve on their customer relations. This builds customer loyalty in a cost-effective way. Call centres save companies and consumers money and time. They help customers who want to phone anytime, day or night, to do business such as banking transactions.

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 2: Vocabulary matching


Read What call centres are and then match the words with their definitions. 1. __ telemarketing 2. __ in bound centres 3. __ out bound 4. __ automatic call distribution 5. __ interactive voice response 6. __ predictive dialers 7. __ business option 8. __ cost-effective 9. __ banking transactions 10. __ cold-call selling 11. __ transaction centres a) calls coming into a call centre b) business over the phone c) calls made from agent to outside contact for the purpose of doing business d) place where buying and selling takes place e) numbers are dialled on phone lines for a group of agents automatically f) business choice g) selling to a stranger over the phone h) cheap i) j) banking (borrow, lend, withdraw) answer and queue calls

k) automated prompts (questions)

Activity 3: Reading comprehension


1. How many call centre jobs have been created in the last couple of years? 2. What are the two main kinds of calls that call centres handle? 3. What three things make call centres an attractive business option? 4. How do call centres save money for companies and customers? 5. What has become extremely important? 6. What did call centres traditionally do?

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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Activity 6: Vocabulary matching


Read Recent trends and then match the words with their definitions. 1. __ business transactions 2. __ toll-free numbers 3. __ insurance companies 4. __ financial service institutions 5. __ health care institutions 6. __ travel industry 7. __ utility companies 8. __ government departments 9. __ telecommunications companies 10. __ retailers 11. __ loyalty programs 12. __ global economy 13. __ strategic marketing tools 14. __ to engage a customer 15. __ link a) hospitals b) life, car, house protection c) gas, electricity, oil d) Ministry of Transportation, Revenue Canada e) banks, investments companies f) long distance numbers that are free g) buying and selling h) car rentals, travel agencies i) j) l) Sprint, Bell, AT&T Bay, Zellers, Canadian Tire doing business all over the world

k) Air Miles (keep customers) m) important ways to get business n) a connection o) to work with a customer

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Activity 7: Canadian companies


Using information from your classmates and the Yellow and Blue Pages, fill in the chart below with names of local companies. Which ones do you think might have call centres and what kinds of business transactions or services would they offer? companies financial services transactions or services

hospitality

utilities

government departments

telecommunications

retailers

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The call centre industry in Ontario


Ontario has one of the largest concentrations of call centre activity in North America, and is home to two-thirds of all call centres in Canada. Bell Canada estimates that there are more than 3,000 call centres in Ontario, employing 150,000 people. Ontario is an attractive province for call centre establishment as over half of the provinces workforce has some post-secondary training. The call centre industry jumped by about 27 percent in 1997 and it is predicted that there will be a 120 percent growth over the next 10 years. Ottawa competes with Toronto for development of the industry, with Ottawa having the advantage over Toronto in salary and occupation costs. Sudbury, Ontario, is also planning to become an important call centre location in the future. The city of 92,000 people has laid more than 150 kilometres of fibre-optic cables within 800 metres of every business. By the end of 1999, cables will connect the rest of the Sudbury region, which encompasses 165,000 people. The broadband network is a key reason why Teletech Canada is establishing a major call centre in the city. The Greater Toronto Area (GTA) is an excellent location for call centres because it has a large, available, well-educated and multilingual workforce. The GTA offers a large toll-free calling area, advanced telecommunications and very good public transportation and highways. Also, businesses benefit from a low Canadian dollar.

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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Activity 9: Vocabulary matching


Read call centre industry in Ontario and then match the words with their definitions. 1. 2. 3. 4. 5. 6. 7. 8. 9. __ concentrations __ having the advantage over __ in excess of __ post-secondary training __ jump __ occupation costs __ fibre-optic cables __ encompasses __ competes a) suddenly increase b) cost of living (rent) c) university or college d) is better than e) includes f) more than g) centre h) tries to get what another wants i) j) many in one place technology of sending messages over long distances electronically workers who speak many languages

10. __ multilingual workforce 11. __ toll-free calling area 12. __ telecommunications

k) area that doesnt need long distance charges l)

Activity 10: True or false?


Read the following sentences and circle T for true statements and F for false statements. T T T T T T T T T T F F F F F F F F F F 1. Toronto is home to two-thirds of all call centres in Canada. 2. There are no more than 3,000 call centres in Ontario. 3. Call centres employ about 150,000,000 people. 4. Sudbury has one of the largest concentrations of call centres in Ontario. 5. The salary and occupation costs are better in Ottawa than in Toronto. 6. The Sudbury region has about 165,000 people. 7. Sudbury has laid 800 kilometres of cable within 150 metres of every business. 8. Suburys unemployment rate is not attractive to American companies. 9. Ontarios workforce has a high degree of university and college training. 10. Ontario may see the call centre industry increase by 120 percent in the next year.

Activity 11: Discussion


1. 2. 3. What makes Ontario an attractive place for call centres? Why would American companies be interested in locating here? How has Sudbury tried to make it easy for call centres to locate there?

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Future of the industry


The Canadian market is attracting a fair amount of American business. The strong growth of the industry reflects the importance of call centres as customer contact centres, whether it be for service-oriented or sales-oriented business. By using call centres to improve customer satisfaction, companies can retain customers and promote customer loyalty. While the telephone remains the main call centre access device at present, centres are moving away from just relying on the phone, and are using fax, e-mail and Internet-based communications. According to statistics from Datamonitor, by the year 2002, 33 percent of all call centres and 64 percent of all outsourcers (service bureaus) will be Web-enabled and will be offering multimedia services for clients. Company intranets are being used as tools to give agents access to information within the company that can provide background information on callers based on their previous business. In-bound call centres, which handle 1-800, 1-888 toll-free calls, and help-desk calls from consumers, are leading the growth in this industry. Customers do not like the more traditional telemarketing calls. In opinion surveys, people generally prefer the in-bound call centres and dont like the out-bound ones. Allowing companies to offer universal 1-800 numbers is another important development that has taken place in the call centre industry. This has meant that companies can reserve the same toll-free number for all the countries in which they do business, giving them a powerful marketing tool. A growing number of businesses, in Canada as well as the U.S., are taking advantage of outsourcing of call centre activities to firms specializing in their development, management and operation. Some of the main reasons given for outsourcing include access to expertise, increased flexibility, round-the-clock operations and access to the latest technology without the high cost of investment. Database management, recruiting and training expertise, access to multilingual employees and better reporting are other reasons for outsourcing. The demographic composition of North America is changing. With the increase in twoincome families and single-parent families, people tend to have less free time and want recognition, attention, service and information. Customers want more convenience and flexibility, and the latest technology is allowing businesses to provide this service at lower costs than ever before.

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Activity 12: Pronunciation


Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. multilingual employees access device outsourcers demographic composition database management intranets recruiting agents expertise round-the-clock operations

Activity 13: Vocabulary matching


Read Future of the Industry and then match the words with their definitions. 1. __ service-oriented business 2. __ sales-oriented business 3. __ outsourcers 4. __ intranets 5. __ agents 6. __ 1-800 numbers 7. __ round-the-clock operations 8. __ recruiting 9. __ expertise 10. __ multilingual employees 11. __ access device 12. __ multimedia 13. __ retain customers 14. __ demographic composition l) a) customer service representative b) hiring workers c) way to communicate with customers d) 24-hour business e) free long distance calls f) keep customers g) a company that provides call centre services for another company h) electronic information system within a company only i) j) selling products (e.g. retail) selling (provide) services (banking, Internet, phone) employees who can speak more than one language

k) a lot of knowledge

m) communicate by sound and/or graphics n) size and types of families

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Activity 14: Reading comprehension


1. How can call centres retain customers? 2. What other ways are call centres contacting customers besides the phone? 3. What will happen by 2002? 4. To what is there fair amount of customer resistance? 5. How have toll-free numbers given companies a strong marketing tool? 6. What are the four main reasons why companies are outsourcing call centres? 7. How much money do companies pay per a year to outsourced call centres?

Activity 15: Discussion


1. Ask your classmates if they have had a personal telemarketing experience. What kind of business contacted them? What did they ask? Did you ever accept a product or service offered over the phone? 2. Why do you think customers are resistant to telemarketing? 3. What does round-the-clock operations mean to workers?

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the labour market

For more information on

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

the Ontario job market


see the booklet You and the Job Market at http://www.edu.gov.on.ca

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CALL CENTRE OCCUPATIONS


In this unit you will learn about duties and responsibilities salary working conditions skill requirements

Duties and responsibilities


Customer service, information and other clerks answer inquiries and provide information regarding an establishments goods, services and policies. They provide customer services such as receiving payments and processing requests. They get and process information required to provide services. Common job titles include customer service clerk, inquiries clerk, business information clerk and public relations clerk. They are employed by the retail sector, insurance industry, telephone corporations, utility companies and by other establishments throughout the private and public sector. Customer service information and related clerks generally work in the reception area or in call centres. Much of the work now occurs over the telephone. Interactive voice response, predictive voice response and automatic call distribution (see unit 1) are Wondering about those terms in-bound and out-bound? changing the nature of the work. Only one percent of people in this An in-bound Call Centre is one where the worker anoccupation are self-employed. swers the telephone (like at a College), and an outMost are employed with large bound Call Centre is one where the worker makes the organizations or small businesses. telephone calls (like in telemarketing). Duties of CSRs fall under the following categories: order entry, customer service, telemarketing and help desk. It is in the Help Desk field that you can sometimes make over $20.00 per hour using your expertise in trouble-shooting with computer keyboarders. As the use of home computers increases and the world of the Internet enlarges, this type of call centre work is increasing.

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Activity 1: Vocabulary Matching


Match the job type to the correct job descriptions. 1. 2. 3. 4. __ Order Entry __ Customer Service __ Telemarketing __ Help Desk a) where sales techniques are used to promote products and services. Every time you answer your telephone and are asked, Have you joined a long distance telephone savings plan? you are speaking to a call centre worker. b) where customer relationships are maintained. Every time you call a community college or university to ask about courses to take, you are connected to a call centre. c) where orders are taken over the telephone. Every time you call for pizza delivery, you are connected to a call centre. d) where you telephone when you are in urgent need of computer assistance when your software application or Internet provider crashes.

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:____________________________

Duties Order Entry Customer Service Telemarketing Help Desk

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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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Activity 5: Vocabulary matching


Match the vocabulary with the correct definition. 1. 2. 3. 4. 5. 6. 7. 8. 9. __ feeling trapped __ fast-paced __ call quotas __ self-disciplined __ challenging calls __ cope with stress __ technical help desk __ monitored __ measure performance a) because of b) supported by c) people change jobs quickly d) number of calls you must make e) feeling that you cannot control the situation f) use different software and technology g) difficult customers h) very fast work i) j) l) checked deal with stress get used to

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 6: Reading comprehension questions


1. How many calls might a worker answer per day? 2. What three things are workers monitored for? 3. What three positions can a customer sales rep advance to? 4. Why should workers adapt their skills and knowledge? 5. What are four factors that create a bad work atmosphere? 6. What is often a result of a stressful work environment?

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.

Skill Requirements (1)


Hiring the right person for the job is very important in the call centre industry, as in many instances the representative on the phone is the first contact the customer will have with the company. Call centre work is definitely a people business requiring good communications Candidates for an entry-level position in and customer skills as well as the right disposi- telephone sales or customer services need tion, personality and temperament. the following skills: We hire attitude and we teach products and skills. A lot of the ability to handle the call is through the systems, through effectively managing the databases. The above quote shows the importance of starting off with the right type of person for call centre work. Once the person has been hired, it is the call centres responsibility to ensure good training and ongoing motivation of agents. excellent speaking and listening skills a professional manner persistence and tenacity computer and keyboarding skills bilingualism is considered an asset can multitask

On a more practical level, call centre agents need to have:

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

Activity 10: Vocabulary matching


Match the vocabulary with the correct definition. 1. 2. 3. 4. 5. 6. 7. 8. 9. __ can multitask __ personality __ temperament __ managing the databases __ ensure __ motivation of agents __ candidates __ entry-level position __ persistence a) to make agents excited to do something b) can do more than one project at the same time c) can speak English and French d) service that uses the Internet e) device on the head for listening with a microphone for speaking f) allow other people to have a different opinion g) starting job h) people who are being considered for a job i) j) l) the way someone behaves someones character and nature continue, constant

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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Activity 11: Identify the language


One of the important qualities of a CSR is professional manner. This is important for dealing with angry customers or customers who control the conversation too much. In column B, label the appropriate phrases you can use in these situations with either angry customer or talkative customer. angry customer / talkative customer If I could just come in here The way I see it Take it easy! That reminds me Theres no reason to get so upset. Sorry to interrupt, but Im sorry to hear that. By the way I understand your situation, but ...

Activity 12: Pronunciation and speaking practice


1. By repeating after your teacher, underline the strong and weak syllables (or words) from the phrases of Activity 9. For example: Your teacher says: By the way, you underline By and way 2. With a partner, choose a reading that you are comfortable with. One person reads angrily and at an appropriate break in the reading the other person uses one of the above phrases for dealing with an angry customer. Try another reading and this time the person reads without stopping and the other person must interrupt using one of the above phrases for interrupting.

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Skill Requirements (2)


Call centre representatives or agents need to be self-motivated in order to continue to work at consistently high levels of performance. A good call centre will inspire and challenge its representatives, and have bonus plans. Call centre managers need to have a good working knowledge of the technology used in the centre. A good supervisor needs to be able to look at management reports and be able to coach and motivate based on results. Motivational skills, performance assessments, and leadership ability are important qualities for this level of job. Management skills might include three to five years of call centre experience, familiarity with call centre technologies and superior communication and interpersonal skills. A college or university education and call centre training are advantages. Managers hire, supervise, coach, assess and discipline staff. They also analyze results. Managers must know about corporate developments and communicate well with people at all levels in the company as well as with clients. The basic requirement for an entry-level position in a call centre is high school graduation.

Activity 13: Pronunciation


Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. self-motivated discipline performance assessments interpersonal skills inspire motivational skills bonus plans

Activity 14: Vocabulary matching


Match the vocabulary with the correct definition. 1. __ self-motivated 2. __ inspire 3. __ bonus plans 4. __ discipline staff 5. __ motivational skills 6. __ performance assessments 7. __ interpersonal skills 8. __ coach 9. __ assess a) to see how well a task has been done b) to make someone believe in something c) can work well by yourself d) an assessment that measures how well you do your job e) plans that reward you for achievement f) to make agents excited to do a job g) to help, support or teach someone h) working well with people i) take action if staff do not do their job

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Activity 15: Sorting CSR and manager skills


Fill in the chart by writing the skill under the correct job title (CSR or Manager). understand management reports provide computer technical support ability to motivate ability to sit for long periods with a computer and headset multitask knowledge of the technology used in the centre superior communication skills ability to discipline staff self-motivated persistence understand Key Performance Indicators ability to coach tolerance for stress ability to work well under pressure ability to assess performance leadership ability computer and keyboarding skills ability to hire ability to supervise excellent listening skills

Customer sales representative (entry-level)

Manager

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Activity 16: Comprehension questions


1. What are six tasks that managers do? 2. What will a good call centre do for its reps? 3. What is the basic requirement for an entry-level call centre position? 4. What kind of experience do managers need?

Activity 17: Interview your classmates


Write a short report about one of your classmates after asking the following questions: 1. What kind of on-the-job training have you had (orientation, work process)? 2. How long did it last? 3. Was the training done during your work time or after work? 4. Did your salary increase because of the training?

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duties and responsibilities for different call centre jobs

For more information on


34 Steps to

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.

call centre reference


Green, Jack. (2000) Contact. A Guide to Developing Effective Call Centre Skills. Toronto: Nelson Thomson Learning.

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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CALL CENTRE EMPLOYERS


In this unit you will learn about employers how employers hire unions

Employers
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 1: Vocabulary Matching


The following are some firms with large call centres. Can you match them to the correct industry? 1. 2. 3. 4. 5. 6. 7. 8. 9. __ American Express Canada Inc. __ Bank of Montreal __ Bell Canada Direct Marketing Centres __ Canadian Imperial Bank of Commerce __ IBM Canada Ltd. __ Rogers Cantel Inc. __ Royal Bank of Canada __ Scotiabank __ Sprint Canada Ltd. 12. __ Trimark 13. __ GM Canada 14. __ Hertz 15. __ Angus Reid a) Telecommunications b) Financial services c) Manufacturing d) Travel and Reservation e) Health & education f) Market research

10. __ George Brown College 11. __ Manulife Financial

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

The Canadian national full-time call centre job numbers by industry

All industries part-time

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How employers hire


There are many opportunities for work in the call centre industry if your English skills are good. To find these opportunities, you can try the classified section in newspapers or job search sites on the Internet. A common way of starting out in the call centre industry is through a temp or recruiting agency. Many banks hire new workers this way, for example. Certain agencies may provide workers for certain industries. Normally, once you are hired by an agency, you would be placed in a workplace (a bank, for example) and the job would be temporary (vacation fill in, short term project, etc.). In some banks, for example, the job might last for twelve weeks and then the employee would have the option to be taken on by the employer full time. When you are hired by a temp agency, you normally take a test and then are given some basic call centre training, depending on the agency and for what industries it supplies workers. Typical training might include basic work skills such as telephone etiquette and ways to project a professional manner over the phone. The test you take may include: English grammar and spelling, logic and a simple math test. You might also have a computer test (to demonstrate software knowledge) and a typing test (to see how fast you type). After the test you usually have a face-to-face interview with someone who may ask you about the kind of work you want (full/parttime, two days a week, etc.). The testing is done so the agency can match you with the most suitable job they can find.
There are many agencies that provide people for work in call centres. The text on the right is a profile of one company.

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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Activity 3: Reading comprehension


Employment Agencies 1. What is a common way of getting a job in the call centre industry? 2. Do certain agencies recruit workers for certain industries? 3. What happens when you are hired by a temp agency? 4. What kinds of things are on the test? 5. Why does the agency make you take a test? 6. What is The People Bank? 7. Is it important to know English to get a job? 8. What second languages are important for some jobs?

Activity 4: Vocabulary matching


Match the greeting or question with the correct job. 1. __ sales 2. __ customer service 3. __ technical support 4. __ banking services 5. __ activation 6. __ collections a) I would like to activate my visa card.

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

Activity 5: Reading for information


1. What is the name of this company? 2. What is not involved in this job? Why does the ad say this? 3. Do you think this for in bound or out bound or both? 4. Is training provided? 5. What kind of pay do you think this job might offer? Why? 6. Why do you think students and seniors (retired people) are encouraged to apply? 7. What two skills are they looking for? 8. What do you think the responsibilities of this job would be? 9. What do you think equal opportunity employer means? 10. How can you send your resume to them?

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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

Activity 6: Vocabulary matching


1. __ thrive 2. __ team environment 3. __ to interact 4. __ residential 5. __ commercial 6. __ to be backed by 7. __ computer literacy 8. __ results-oriented attitude 9. __ indicating salary expectations a) home b) to work together with c) supported by d) you want to find the answer to a problem e) know how to use the computer f) say how much money you want to make g) work well h) work as part of a company team i) business

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Activity 7: Reading for information


1. What kind of company is this and where is it? 2. What personal skills do you need? 3. What technical skills do you need? 4. What kind of experience is asked for? 5. What computer software do you need to know? 6. What do you think the pay might be? 7. Why do you think the pay is not mentioned? 8. Is this an entry-level position? 9. What does committed to equal opportunity mean? 10. How can you send your resume to this company?

Activity 8: Reading newspaper job ads


Look through the job ads in the newspaper. Underline skills and personal qualities that employers want. Write down at least five, discuss their meanings, and provide some examples that would illustrate each skill or quality. Skill or Quality 1. Meaning Example

2.

3.

4.

5.

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Activity 9: Discussion
Interview your classmates and find out who in the class is best qualified for these jobs.

Activity 10: Discussion


Discuss with your classmates their personal job search stories.

Activity 11: Report writing


Write a report about the personal job search story of one of your classmates.

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.

Activity 12: Pronunciation


Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. dental plan drawbacks resistance group insurance bargaining power supplementary health coverage target for unionization unionized industrial environment pension plan

Activity 13: Vocabulary matching


Match the vocabulary with the correct definition. 1. __ lack of 2. __ a target for unionization 3. __ bargaining power 4. __ supplementary health coverage 5. __ unionized industrial environment 6. __ drawbacks 7. __ dental plan 8. __ pension plan 9. __ resistance a) not enough b) extra health insurance c) power to get what you want d) negative things e) insurance for teeth care f) unionized jobs g) refuse to accept something h) money for retirement i) likely to get unionized

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Activity 14: Reading comprehension


Read the following sentences and circle T for true statements and F for false statements. T T T T T T T T T T T F F F F F F F F F F F 1. Many call centres are unionized. 2. There is a lack of employee benefits and a large part-time workforce in the call centre industry. 3. Call centre companies do not want to unionize. 4. The Canadian Union of Public Employees is for banking call centres. 5. Unionized jobs have lower wages than non-unionized jobs. 6. Permanent full-time call centre jobs have benefits. 7. A contract job is a job that lasts for a long time. 8. Contract jobs pay less but have more benefits. 9. Being self-employed means that you do not get benefits. 10. Being self-employed is good for the employer. 11. Workers are getting more bargaining power.

Activity 15: Discussion


1. Did you ever belong to a union before? 2. What did your union do for you? 3. Did you have to pay any money to be in a union? 4. What kinds of customer service jobs are unionized in your country of origin? 5. What job benefits did you get before? 6. Did you ever work on contract before? 7. Did you ever have a bad experience with an employer or supervisor before? 8. What is good and what is bad about unions?

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employers

For more information on

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

call centre associations


use the links to various associations at: http://home.eol.ca/~ssimpson/assoc.html visit the Manitoba Call Centre Association: http://www.mcca.mb.ca/jobopps.html

Web sites for job search


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.worinfonet.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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WORKPLACE LAW
In this unit you will learn about the laws that protect workers in Ontario employment standards human rights health safety workplace safety

The laws that protect workers in Ontario


Workers in Ontario need to know about these important laws: Employment Standards Act The Employment Standards Act gives the minimum standards for salary, overtime, vacations, maternity benefits, termination and equal pay. Ontario Human Rights Code The Ontario Human Rights Code forbids discrimination against a person because of race, colour, religion or sex. Occupational Health and Safety Act The Occupational Health and Safety Act protects the health and safety of workers in the workplace.

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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Activity 3: Internet search


Instructions: go to the Ontario Ministry of Labour Web site <www.gov.on.ca/LAB/main.htm> and find the answers to the questions below. After, compare your answers using the following reading, Employment Standards. 1. What is the minimum wage in Ontario for (call centre) workers? 2. How many weeks of vacation do most workers in Ontario have every year? 3. Is Remembrance Day a public holiday in Ontario? 4. How many public holidays are there in Ontario? 5. What are the normal working hours for a (call centre) worker in Ontario each day? 6. What are the normal working hours for Ontario workers in a week? 7. Can employers deduct income tax from your pay cheque? 8. How much vacation pay do most Ontario workers get? 9. How much is overtime pay? 10. When must workers have a meal break?

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

Activity 4: Reading and completing a pay stub


Here is a pay cheque stub for two weeks. Fill in the pay stub with this information: 1. This person worked for 75 hours. 2. The regularly scheduled hours were 72.5. 3. The total pay before deductions was $915.00. 4. Canada Pension Plan contributions were $27.45. 5. Employment Insurance (EI) deductions were $18.30. 6. She received $45 overtime pay. 7. Union dues were $12.00. 8. Taxes deducted were $228.75.

EARNINGS Time 72.5 hr $ 2.5 hr $ $ $

Detach Cheque Here

DEDUCTIONS Gross pay Income Tax CPP NET PAY

$ 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 5: Vocabulary matching


1. 2. 3. 4. 5. 6. 7. 8. 9. __ piece-rate __ to log onto __ electronically monitored __ cheery __ co-venturists __ outstanding wages __ piling up __ file their claims __ to make ends meet a) remember or keep a record b) increasing c) pay basic bills d) unpaid wages e) happy, friendly f) register on an electronic system g) illegal business activity h) how many hours worked i) j) l) private contractor checked by computer register your complaint

10. __ scam 11. __ keep track of 12. __ accurate work time

k) paid according to the amount of work

Activity 6: Reading and Discussion


In your class, discuss these questions. 1. What Act did the company break? 2. Why do you think the boss wanted to make the employees co-venturists (selfemployed)? 3. Where were the workers working? 4. When should the employees have filed their claims?

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.

Activity 8: Vocabulary match up


1. 2. 3. 4. 5. __ Place of origin __ Ancestors __ Ethnicity __ Sexual orientation __ Marital status a) Single, married, divorced, common law b) Relatives from many generations back c) Where you were born d) Caucasian, Asian, African e) Heterosexual (straight), homosexual (gay)

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Activity 9: Match the situation


For each situation below, decide if the person is being discriminated against or harassed. Then, match each situation with the type of discrimination or harassment that it is: 1. __ Andy answered an advertisement for a Girl Friday. The duties of the job involved typing, filing and sorting. When he asked for an interview, he was told that the job was for girls only. 2. __ Nathan works in a machine shop. He is black. Most of his coworkers are white. Last week his co-workers were telling black jokes. Nathan asked them to stop, but they just laughed and went on with the jokes. 3. __ Ameena applied for a job as a receptionist. Ameena is East Indian. She speaks English very well, but she has an accent. At the job interview the employer told her that she was not right for the job. He said that the company needed someone who spoke English with no accent. a) place of origin b) religion c) ethnicity d) race e) sex f) disability g) age

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

Health and Safety


The Occupational Health and Safety Act gives workers three basic rights: 1. the right to know about health and safety hazards; 2. the right to participate in keeping their workplace safe and healthy. Workers can give ideas and complain about problems; 3. the right to refuse work that they think is unsafe. Employers and workers must work together to identify and solve health and safety problems in the workplace. By law, the Health and Safety Act must be posted in every workplace.

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Activity 10: Identify the task


Identify the following tasks as an employer or worker responsibility by placing E (employer) or W (worker) beside the appropriate task. An employer or worker must: 1. __ not work or operate equipment in a way that could be dangerous to themselves or anyone else in the workplace. 2. __ give workers the information, training and supervision they need to protect their health and safety. 3. __ help the health and safety committee representative. 4. __ use the safety equipment that their employer says to use. 5. __ keep safety equipment in good condition. 6. __ tell their employer if they see any broken equipment or safety devices. 7. __ make sure safe work procedures are followed and equipment is used properly. 8. __ report any violations of the Ontario Health and Safety Act to the employer.

Health and safety in call centres


The main health and safety concerns in call centres are work-related upper limb disorders (RSI), voice loss, stress and a feeling of being cooped-up. To avoid voice loss, call centre workers should drink plenty of liquids. Since regular movement can reduce body fatigue, workers should periodically get up and stretch. Comfort is even more important in a call centre than in a normal office situation. Temperature needs to be at comfortable levels with no cold drafts. Wrist Injuries The main form of wrist injury, often caused by keyboarding, is called carpal tunnel syndrome. It must be treated by exercise or by seeing a doctor, or you could be permanently injured. Try to tap the keyboard instead of pounding it. Practice typing with a light touch. You may tend to type harder when youre tired, hurried or under stress. Pay extra attention to your keyboard force at those times. Check your posture. Keep your wrists relaxed but not bent upward or downward. Be sure your monitor is at eye level or a little below. Make sure you are in a comfortable position. Dont drink too much coffee or tea. Caffeine can cause increased tension, resulting in increased force when using the keyboard. Pain, stiffness, burning, or numbing in your hands or arms are signals that something is not right. If you have pain, see your doctor, and you may avoid more serious injury.

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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.

Activity 11: Pronunciation


Listen to the instructor. Mark the syllable stress in these words and phrases, then practice saying each one. periodically limb disorders work-related c arpal t unnel s yndrom e body fatigue cooped-up

Activity 12: Reading and Discussion


1. What are some signals that something is wrong with your hands or arms? 2. How can you protect your wrists from injury? 3. What happens if you drink too much coffee, tea, or cola? 4. Is it good to pound the keyboard?

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Activity 13: Physical exercise


Try this exercise in class 1. Extend and stretch both wrists and fingers bent upwards as if they are in a handstand position. Keep that position and count to five. 2. Straighten both wrists and relax fingers. 3. Make a tight fist with both hands. 4. Bend both wrists down while keeping your fists closed. Keep that position and count to five. 5. Straighten both wrists and relax fingers. Keep that position and count to five. The exercise should be repeated ten times. Then you should let your arms hang loosely at your side and shake them for a couple of seconds.

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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Activity 14: Complete the sentence


Write compensation or accident beside the appropriate phrase and then practice saying the complete sentences. Workers can get compensation benefits for Workers who have an accident on the job should some of their lost wages stop working ask for first aid tell their supervisor or employer if necessary, see a doctor right away. If it is not possible to see your doctor right away, go to the emergency department of the nearest hospital. payment for pain and suffering labour-market re-entry assessment and planning make sure that the employer knows that they have been injured make sure the employer writes down everything about the accident. transportation costs to their doctor or therapy health care costs

Activity 15: Complaining and giving advice


With a partner, practise complaining and giving advice about health and safety problems. Person A begins with Im sorry to bother you, but and chooses any phrase to complete the sentence. Person B begins with Well, maybe you should and finishes with an appropriate answer. A Im sorry to bother you, but or Excuse me, but my eyes are really sore and dry! I am having difficulty focusing on the screen image. I feel numbness in my forearms. my hands and forearms are really stiff. lately I have had many headaches and a very sore neck. I cant focus on the screen today because my vision is blurred. I am seeing double! B Well, maybe you should

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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duties and responsibilities for different call centre jobs

For more information on

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.

entry-level qualifications for call centre jobs


Check job ads for call centre jobs in the newspaper or on the Internet.

web sites for job search


www.worinfonet.ca www.jobbank.hrdc-drhc.gc.ca

health and safety


www.mayohealth.org/mayo/9712/htm/eyestrain.htm www.visionsite.org/health/surf.htm www.lvrj.com/lvrj_home/1997/Nov-20-Thu-1997/news/6453622.html Worksafe! (newsletter) http://www.gov.mb.ca/labour/safety/publicat/worksafe/w152n98.html Canada Safety Council http://www.safety-council.org/info/OSH/OSH.html An American site that has Canadian Safety Site links http://www.safetyinfo.com Health Canada (Workplace health) http//hc-sc.gc.ca/hppb/ahi/workplace/index.html

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TRAINING AND UPGRADING


In this unit you will learn about getting your training recognized Canadian experience call centre training programs what employers look for in new employees

Previous training and experience


Accreditation If you have a degree or diploma from your home country you can get some recognition for that if you can show the employer an assessment. Have your training and experience assessed here in Ontario. Assessment means that your diplomas, certificates, and employment letters will be compared to training and experience here in Canada. To do this you will need your diplomas or certificates, transcripts, letters of employment and reference. Translation and evaluation of documents Foreign-trained workers must have their academic documents translated and compared. Private translators or settlement agencies will translate your education documents for a fee. Your translations must also be notarized. This means that an official must sign the translation and copies to certify that they are correct and true. If you are a university-trained computer professional, a computer engineer for example, the professional association or college that regulates your profession must assess your professional qualifications. To get the name and address of your professional association you can look in the phone book, visit the Access to Professions and Trades Web site, or ask a settlement counsellor for help. However, most computer occupations in Ontario are not regulated. Employers rely on your resume and sometimes a programming or other entrance test given during the interview process. Prior learning assessment If you have training and experience but dont have a diploma, you may want to get one here in Canada. If you would like to enter an educational program in Ontario, you can have a prior learning assessment. Prior learning assessment is a way to review and evaluate your learning achievements, so that you can be placed in an educational program here in Ontario. A prior learning assessment

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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.

Describing your skills and training


Some jobs require specific skills, knowledge and experience. Think about your job skills and experience. How would you describe them to an employer? Here are some examples to help you. They are about an ad for a programmer. I have four years computer and keyboarding experience. I can design Web sites. I know how to use a database. Here are some other examples: I know a lot about Java. I can use the Unix operating system. Im able to work well under pressure. Im familiar with order entry and telemarketing.

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Activity 1: Describing your skills and training


Complete the sentences.

1. I know how to

2. I have ten years experience

3. I have training in

4. I know a lot about

5. I have studied

6. Im familiar with

Activity 2: Write your real story


Practice it and use it to tell people about your training, experience and knowledge. The more people know about you, the more they are able to tell others! Word-of-mouth is one of the best ways to get a job.

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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?

Call centre training programs


A number of schools and colleges have developed specialized training programs for prospective or current call centre representatives. Centennial College in Scarborough, Ontario, offers a 48-week program for people who want to be call centre operators. The college partnered with several technology companies to develop its program, which includes an actual call centre as a classroom. The course covers computer applications, customer service, team building and life skills. Goodwill Community Services in Toronto also offers a call centre worker training program which includes placement in a workplace. The Greater Hamilton Public Board of Education offers call centre training. Mohawk College has a Public Safety Communications Certificate Program in call centre emergency-based training.

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 4: True or false


Read the following sentences and circle T for true statements and F for false statements. T T T F F F 1. Companies dont need well-trained college graduates for their call centres. 2. Students will be taught 5 skills. 3. The application process has only one step.

Activity 5: Reading comprehension


Centennial College Program Description Centennials Call Centre Operations program is a one-year certificate program developed to train people for careers in the expanding call centre industry. This is NOT the telemarketing field. Call centres are customer service centres that provide a variety of services to customers by telephone banking, bill payments and insurance claims, to name a few examples. The Call Centre Operations certificate program provides training in call centre technology, as well as in the soft skills vital to effective customer service. Three main indicators point to the success of the Call Centre Operations program and partnership: 1. A 100 per cent placement rate for program graduates 2. Continuing support from corporate partners for the program 3. Support from corporate partners for new training projects, or, if appropriate, referrals to other potential partners. For students, the Call Centre Operations program has opened the way to well-paying careers in an entirely new industry. (Many are mature students starting second careers.) Employers are hiring every graduate available. In addition, the companies and the jobs they are offering provide an excellent foundation for career advancement. http://www.sob.cencol.on.ca/callcent/
1. Are all the students in this program young? 2. What is the hiring rate like? 3. Are these telemarketing jobs? 4. What are the placement rates for graduates? 5. How long is the program? 6. Who supports this program? Why do you think so?

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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.

Activity 7: Describe your qualifications


Fill in the chart with your personal information.
Do you have the following qualification? Yes or No Required for your occupation? If yes, how can you describe it or give an example?

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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What employers look for in new employees


What employers are looking for depends partly on the type of company: a small company, for example, may be more interested in someone who can work independently. A small company might be looking for someone who is flexible: able to work in a job situation that often changes. A bigger company might be looking for someone who likes a more fixed job situation. In any company, though, one big question is: Does this person have team spirit? Will he or she be able to work as part of the team? For the company, it is always important that people work well together, understand each other, and help each other. Working at any company is like sports for the company to win, everybody on the team must have team spirit. Today, technical training is not enough. Employees have to be able to work with people. Employers might ask you non-technical questions, for example, How would you handle someone who doesn't agree with you? and If you have a problem with your boss, what will you do? Ask yourself these questions: What kind of person are you? What skills do you have? What are your goals and interests? The answers to these questions are important. They will help you decide which employers to contact. They will also help you prepare for an interview. Employers want people with strong personal qualities. For example, an employer might want someone who is strong dependable, always doing the job well; or flexible changing easily to new situations. Different occupations in the sector require different personal qualities. For computer jobs, some of the qualities are as follows. Im co-operative. I like working with people. When I was a programmer in China, we worked in teams. I got along with everybody. I feel that Im an energetic person. I work very hard. Im ambitious and I want to learn. My boss said I was very organised. I did all the software maintenance for the company. Im responsible and honest. In Poland, I supervised eight computer operators, and I had to deal with many clients.

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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Activity 9: What are your personal skills?


Fill in the blanks with the following words. respected level-headed self-reliant punctual conscientious resourceful well-liked determined

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.

Activity 10: Describe your personal qualities


The following is a list of characteristics that a good call centre rep needs. From your experience, can you think of examples or situations that show you have these characteristics? Write a short report about it. After, talk to your classmates by asking, Can you describe to me your personal qualities? and then, Can you give me any example? 1. ability to learn 2. stress resistance 3. ability to multitask 4. flexibility 5. ability to get along with people 6. computer/keyboarding skills 7. positive attitude

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LINC classes

For more information on


70 Steps to

vist CICs Web site at: http://www.cicnet.ingenia.com/english/newcomers/linc-2e.htm

training and upgrading


http://www.the-resource-centre.com/index.HTM resources for call centre professionals: on line training, books, etc. (Toronto based company) Centennial College (Toronto) call centre training program http://www.acaato.on.ca/partnerships/Centennial/Call Centre.htm

call centre reference


Green, Jack. (2000). Contact. A Guide to Developing Effective Call Centre Skills. Toronto: Nelson Thomson Learning.

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

Terminology 1 Terminology 2 Workplace Communication 1 Workplace Communication 2 A Personal Plan

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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

Call centre technology


Call centres use 3 technologies when dealing with an in-bound call (call from a customer); they are: the ACD (automatic call distributor), contact management software and the Internet. When a customer calls a call centre, instead of talking to a live person, the customer talks to an ACD. An ACD is a technology that can use another technology called IVR (interactive voice response) to get information from the customer before the call is passed to a rep. The ACD can hold the call in queue and pass it to the next available agent or the agent who is specially knowledgeable about the customers particular need. When the call gets to the rep, the customers information may appear on the screen and this is called a screen pop. After the rep has received a call, the rep uses contact management software to serve the customer. The information that the contact management software provides the rep may include address, telephone, fax, email, addresses, records of previous business, etc. (If not already provided by the ACD). As well as giving information about the customer, the software also allows the agent to process the customers need through access to other software and databases. The contact information software can also give different scripts to the rep to help deal with the customers needs. The third kind of technology that call centres use is the Internet. As business moves from the telephone to the Internet (e-commerce), call centres have to serve customers over the Internet. Customers increasingly shop and place orders through a companys Web site and call centre agents deal with this business through e-mail. Also, agents can talk live with customers over the Internet while looking at the same screen.

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Activity 1: Identify the technology


Label the task in the chart with one of these technological terms: task 1. can greet the caller 2. gives reps quick access to other software (inventory, shipping) 3. schedules follow-up calls 4. can collect caller identification information (CTI) 5. prints reports or letters 6. places orders through a website 7. routes (send) the call to the appropriate rep 8. gets information from a rep by e-mail 9. uses IVR to question customers 10. speaks live to a rep using a computer 11. customers can have information e-mailed to them right away 12. can be programmed to give reps time between each call 13. queues the caller (put on hold) 14. provides a list of scripts (for example: call introduction statements, answers to questions or resource information) term

Activity 2: Interview your classmates


1. Have you ever used computer software while talking on the phone with customers? What kinds of things did you have to do? 2. Have you had a personal experience as a consumer (customer) with an interactive voice response system (recorded prompts)? Describe it. 3. Have you ever experienced delay announcements (recorded information while you were on hold)? Describe the situation (what you were calling about, what was the message about).

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Activity 3: Getting information using IVRs


Interactive voice responses (IVR) are used by many businesses and institutions. Using the phone book, find the phone numbers for the following businesses and institutions and call them. After the call, write down the prompts (questions) you can remember, then compare with your classmates. What technological term describes what you just experienced (see reading 1)? 1. Air Canada 2. Revenue Canada 3. Royal Bank 4. University of Toronto 5. George Brown College (or any community college) 6. Bell Canada

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.)?

Activity 5: Report writing


On the next page, write a short report (two paragraphs or so) about a classmates experience with the Internet. Include: 1. How long they have been using it. 2. If they used it for work. 3. What they use it for at home. 4. If they have used it for job search.

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Vocabulary for general office equipment


This section introduces office vocabulary in these four areas: Call centre rep Office supplies Computer related equipment Computer hardware/software

Activity 6: Describing office equipment


Name the call centre equipment by writing the number of the term on the pictures. 1. terminal 2. headset 3. wireless head set 4. mouse 5. monitor 6. keyboard 7. paper trays 8. cubicle

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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Activity 9: Office supplies vocabulary


Write the number from the picture in front of the correct word. ___ calculator ___ clipboard ___ computer ___ correction fluid ___ desk ___ desk calendar ___ desk pad ___ envelope ___ fax machine ___ file folder ___ filing cabinet ___ ink pad ___ legal pad ___ letterhead paper ___ stapler ___ office manager ___ organizer ___ packing tape ___ paper clip ___ paper cutter ___ tack ___ photocopier ___ postal scale ___ post-it notes ___ swivel chair ___ paper shredder ___ printer cartridge ___ stacking tray ___ supply cabinet ___ rotary card file ___ appointment book ___ microcassette transcribers ___ electric pencil sharpener ___ padded envelope ___ rubber/elastic band ___ computer workstation

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Activity 10: Computer equipment


Write the number from the picture in front of the correct word.

___ 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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Activity 11: Matching


Match the work tasks with the software application that you would use to perform it. 1. __ changing a customers address and telephone 2. __ looking up a premium rate 3. __ updating customers payment schedule 4. __ transferring funds 5. __ purchasing office supplies 6. __ purchasing RRSP 7. __ maintaining records 8. __ balancing financial records 9. __ sending an e-mail message 10. __ preparing a letter 11. __ auditing yeterdays financial transactions 12. __ researching other companies a) database b) word processor c) Internet d) accounting program e) payroll program f) billing & bookkeeping program

g) accounting program h) e-mail program i) j) scheduling system records management program

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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

Activity 4: Reading comprehension


1. What is Louis job title? 2. What is his first language? 3. After he came to Canada, what kind of training did he take? 4. Did he have a call centre job before? 5. What skills did he have that he could use in a call centre? 6. What kind of job training did he get after he was hired? 7. How big is the team he works on? 8. What does the supervisor do? 9. Why was the first month difficult for him? 10. What work processes involving call centre technology does Louis do? 11. What soft skills are part of his work processes?

Activity 5: Find someone who


Compare yourself to Louis experience. Using the above work processes make close-ended questions beginning with Have you ever and Do you know how to and interview your classmates. Follow each question with several open-ended questions beginning with what, where, why or how. talk to a supervisor during a call use contact management software and database know how to speak to customers

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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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Call monitoring terminology


In Unit 5, it was mentioned that call centre reps are monitored by the supervisor. In a good call centre, the monitoring is done to improve the quality of the work while creating a positive learning environment for the agents. To do this, the supervisor looks at different call centre processes to measure agents performances: average handling time (AHT), Average talk time (ATT), average work time (AWT), average hold time (AHT), adherence to the staffing schedule and average speed of answer.

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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Working together in a call centre

Activity 9: Interview your classmates


Look at the picture of the call centre seating arrangement. 1. Why would this be a good seating arrangement? 2. How many agents would be on this team? 3. Have you ever worked in this kind of seating arrangement before? 4. Have you worked as part of team before? How many people were on it and how did you sit? 5. Did a supervisor ever measure your performance before? What did he or she do?

Banking and call centres


Banks are a major employer of call centre workers. As a lot of banking is now done over the Internet, many call centre agents are employed servicing customers by Internet. The following reading describes the major services banks provide online.

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T erminology

Banking and call centres


Online transactions
Online Banking Call Centres

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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Activity 10: Matching


Match the service name to the description. More than one description may apply. 1. 2. 3. 4. ______ ABM ______ Interac Direct Payment ______ Call Centres ______ E-Commerce a) This service allows you to buy items without having to carry any money. b) This service allows you to buy items and provides on line services 24 hours a day. c) This banking service allows you to personally withdraw and deposit money, pay bills and up date your bank book 24 hours a day. d) This banking service allows you to talk to a customer service representative without having to visit the bank or the insurance company. e) This service allows customers to make account inquiries, account transfers and bill payments from a telephone 24 hours a day. f) Customers can use this service to make cash withdrawals, deposits, bill payments and to transfer funds from one account to another.

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

Workplace communication tasks


In a call centre workplace you may have to do the following workplace tasks that involve the language skills of reading, writing, listening and speaking. You will also be expected to have ongoing training.

Activity 1: Identify the communication task


Write the correct word beside the appropriate workplace communication task. Speaking _________________ _________________ _________________ _________________ _________________ _________________ _________________ _________________ Writing Reading Continuous Learning

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.

Working as a team member


Call centres are usually organized in teams of 10-15 people. Working as part of the team is important because call centre reps must work together to manage the calls in their queue. There are many ways in which the actions of one team member can affect the job of the others: if one rep is out of queue unnecessarily, the others have to manage more calls if one rep doesnt handle a customer well and that customer calls back, another rep may have to take the call if one rep is speaking too loudly or sounds upset, the others on the team have to concentrate harder to deal with their customers

Activity 3: Complaining to a co-worker


Role-play with your classmates complaining to a co-worker on your team who is speaking too loudly. Use these phrases to start your conversation:

Use these phrases to start your conversation


Im sorry to bother you, but youre You may not have noticed, but youre Im sorry to have to say this, but youre

Use these phrases to respond


Sorry, I didnt know. Im very sorry, I didnt realize.

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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

Activity 5: Interview your classmates


1. Did you ever work as part of a team before? 2. Did you ever have problems with other team members? What kinds of problems were they? 3. Did your supervisor ever do anything to improve the teams spirit?

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Activity 6: Dialogue Dialogue 1: Offering help


Make a list of possible situations where a team member might need help, then practise this type of dialogue with a partner. Line 1 Line 2 Line 3 Line 4 Line 5 Joe: Mary: Joe: Mary: Joe: Mary, you seem to be having a bit of trouble. This program has a couple of bugs that I cant seem to get rid of. Maybe I can help. That would be great. Hmmlet me see. Maybe you should try

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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Dialogue 2: Asking for help


You are a new employee and everything is new to you. Ask your co workers (classmates) for help. Before you start, make a list of things with your class that a new worker might need help with. Look at the workplace tasks at the beginning of the unit for some ideas. Practise these dialogues. Line 1 Line 2 Line 3 Line 4 Joe: Mary: Joe: Mary: Excuse me, could you show me how to [access the customers file]? Sorry, could you say that again? Could you show me how to [access the customers file]? Let me see, I think you do this.

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.

Activity 7: Accepting and refusing invitations Dialogue 1: Politely refusing


A: B: A: B: Are you in the coffee fund? No, Im not. I just started here yesterday. I dont drink coffee, but thanks for asking anyway. No problem. By the way, Im Michelle. My name is Susan. Nice to meet you.

What is the phrase for politely refusing?

Dialogue 2: Accepting an offer


A: B: A: B: A: B: A: B: Are you in the coffee fund? No, Im not. I just started here yesterday. But I really need a coffee to get me going in the morning. Well, the coffee fund is 5 bucks a month. Great. Who do I pay? You can pay me. I run the coffee fund. My name is Trish. Hi Trish. Im Cathy. Where is the coffee anyway? Its near the washrooms by the back door. Just follow me and Ill show you where it is. Thanks.

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Dialogue 3: Not sure


A: B: A: B: A: B: A: B: A: B: A: Hi Min. Are you going to the training on Friday afternoon? Is it this Friday? I thought it was next week. No. Its this Friday. Check your e-mail. Well, I guess I will be going then. Good. Some of us are going to The Keg after. Are you interested in going? The Keg? Where is it? Im not sure. Its not that far, but you cant walk. You can get a ride with someone, no problem. Hmmmm. Im not sure right now. Ive got to check with my husband and see whats happening with the kids after school then. OK. Just let me know if you can tomorrow. Linda wants to make reservations because its Friday. OK. Thanks for asking me. No problem.

Whats the phrase for saying that you are not sure?

Activity 8: Write your own dialogue


Now work with your partner to write your own dialogue using the ideas from Accepting and refusing invitations.

A: B:

_____________________________________________________________________ _____________________________________________________________________

A: B:

_____________________________________________________________________ _____________________________________________________________________

A: B:

_____________________________________________________________________ _____________________________________________________________________

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Activity 9: Communicating with your supervisor


A: You are a supervisor in a call centre. Write an e mail to an employee about a software training workshop. Mention date, time, location and duration of workshop.

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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Communication

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.)

Activity 10: On time


Read this story about coming to work on time and discuss it with your class. What do you think was the misunderstanding? Is anyone wrong?

Dealing with conflict


A performance review
A: B: A: B: A: B: A: Hi Leslie. Id like to talk to you for a minute. Can you come into my office? Sure. Right now? Well, when you get a minute. OK... Later. Hi Heather. Come in, Leslie, and take a seat. Ive been going over everyones performance and yours seems to be slower than everyone elses. Your call volumes are low and your durations are long. You know we just changed to a new interactive voice response so we could filter the callers better, but you seem to be lagging behind. Im sorry about that. Im still having problems with the new software. I didnt get the training that everyone else got and the repeat session is not til next month. Why did you miss that training? I had three days off that week and you said that there would be plenty of repeat sessions. But they were cancelled because of the weather. OK. I see. Ill have to arrange a training session with someone else or send you over to the other site. Thanks, Leslie. Youre welcome.

B: A: B: A: B:

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Activity 11: Reading and discussion


Discuss with your classmates these questions about the dialogue. 1. Why was Leslie called into her supervisors office? 2. Why did she miss the training? 3. Whose fault was it? 4. What could Leslie have done to avoid this situation? 5. Do you think Heather is a good manager? Why or why not?

Activity 12: Making suggestions


Sometimes you might want to make a suggestion to your supervisor about how to improve something (look back at your list in Unit 4, Working with Others, for examples). Look at the following conversation and then practise it with your classmates (supervisor/agent) trying different situations using different phrases.

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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Activity 13: Asking for permission


In this conversation, the employee uses the supervisor or managers first name. This is common practice in North America. It is advisable to begin by using Mr. or Ms. plus the surname at first, and the supervisor or manager will tell you if he or she prefers to be called by his or her first name. Mike: Malu: Mike: Malu: Mike: Malu: Mike: Excuse me, Marco. Yes? Could I possibly leave an hour early today? Hmm. Well, Im not really sure. The reason Im asking is that my wife is pregnant and I have to take her to the hospital to see the doctor. Well, in that case, of course you can leave an hour early today. Thanks a lot.

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

For more information on


100 Steps to

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

Agent work tasks


In a call centre workplace you may have to perform tasks that involve the language skills of reading and speaking. This includes everything from explaining billing information and service contract provisions. See the following exercise.

Activity 1: Identify the communication task


Write the correct word beside the appropriate workplace communication task. Speaking __________ __________ __________ __________ __________ __________ Reading Explain billing totals to customers. Follow a script which will guide you through a call. Read customer information files that containing information about customer orders and requests. Listen to customers describe their needs and respond to customer inquiries. Handle complaints from dissatisfied customers. Explain service contract provisions to dissatisfied customers.

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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.

Activity 5: Report writing


Write a report about one of your classmates and his or her experience related to the above tasks.

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Serv ice

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.

Calls coming into a call centre

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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Dealing with complaints and making apologies


Complaints and apologies can go from customer to rep or from rep to customer. The following three dialogues show language that can be used in these situations.

Activity 8: Role-play dealing with complaints Dialogue 1: Agent talking to customer


Line 1 Line 2 Line 3 A: B: A: Im afraid to say this, but [your payment is overdue]. Sorry, I forgot to pay it. Thats all right but [you must pay by the end of the week].

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

Dialogue 2: Customer complaining to an agent (A)


Line 1 Line 2 Line 3 A: B: A: Im sorry to say this, but [if you dont send someone to fix the machine, we will have to cancel the contract]. Sorry. Thats all right .

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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Dialogue 3: Customer complaining to an agent (B)


A: B: A: B: A: B: A: B: May I help you? Yes. I bought a [printer] here last week and it isnt working. Oh. Whats the problem1 with it? [It doesnt seem to print.] And now in addition to that2, [it makes a funny noise.] I see. How long has it been [making a funny noise?] Since I bought it last week. I apologize3 for the inconvenience. Well try to fix it for you. Thank you. Objects and problems computer 2. besides that on top of that 3. Im sorry for TV The remote doesnt work The sound is funny cell phone The reception is bad Some functions dont work It crashes all the time It is overheating camcorder The tape doesnt rewind The volume control wont work

Substitutions 1. the matter wrong

CD player It skips tracks It makes a strange noise

scanner It doesnt scan properly It overheats

Activity 9: Dialogue practice


With a partner, follow the 9 steps and write a dialogue. Use a telemarketing situation that you have experienced or create your own. A good scenario might be an agent from Bell or Sprint trying to get a customer to use their long distance service.

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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Activity 10: Presentation


Present the dialogue from activity 9 to the class.

Activity 11: Rate of Speech


How fast do call centre agents speak? Are you speaking too fast or too slow? 1. Record your dialogue from Activity 8. Find the sections in it where you spoke more than twelve words. 2. Time each section from the beginning of the 1st word to the end of the last word. 3. Count the number of words in each section. 4. Determine the average number of words per minute for each section you recorded. If, for example you spoke 32 words in 10 seconds, divide 32 by 10 to find the average number of words per second. Then multiply by 60 to determine the number of words per minute. For example: 32/10 x 60 = 192 words/minute. Appropriate speaking rate is about 140 to 160 words per minute. If you have any samples that are higher than that, you may be speaking too fast.
Source: Activity taken from Contact, A Guide to Developing Effective Call Centre Skills, Jack Green, Nelson Thomson Learning: 2000.

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customer service

For more information on

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

Your goals and interests


Here are some examples to help you talk about your goals, interests, and preferences.

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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Activity 1: Describe yourself


Fill in the blanks to describe yourself.

Personal qualities
Im ____________________________________________________________________

I believe that Im ___________________________________________________________ People say 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 ______________________________

Skills you would like to learn


Id like to learn _____________________________________________________________ Im interested in studying _____________________________________________________ I want to take a course in _____________________________________________________

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Plan

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? .

Training and upgrading

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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Activity 4: A personal plan


This self-assessment will help you think about your previous education, training and experience, your skills and knowledge, and your interests. It will also help you make a plan of action. For some questions, the answer will be yes. However, if the answer is no, write what you have to do.

QUESTIONS Personal qualities

YES

NO

TO DO LIST

Do you work well independently?

Do you work well as a member of a team?

Are you reliable?

Are you creative?

Are you well-organized?

Are you punctual?

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

Training And Upgrading

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

Do you need to find a special ESL class?

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training and upgrading

For more information on

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.

translation and certification of foreign documents


Visit a settlement agency in your city and request the help of a counsellor.

assessment and evaluation of academic credentials


For information, visit the Access to Professions and Trades Web site: www.equalopportunity.on.ca/enggraf/more/trades Ontario Comparative Education Service: University of Toronto, Admissions and Awards 315 Bloor Street West Toronto, Ontario, M5S 1A3 Tel: (416) 978-2185, Fax: (416) 978-7022 Academic Credentials Evaluation Service: York University, Admissions Office, Room 150 Atkinson College North York, Ontario M3J 1P3 Tel: (416) 736-5787, Fax: (416) 736-5536 e-mail: dstadnic@yorku.ca

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11
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

Any record that will not be dialed/attempted again.


Cost Per Call Hour

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 technique to increase revenue of an order.


Customer

Someone who purchases a product or service.


Database

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

Numbers used to classify the outcome of a call.


Field

Space on a record to enter or display specific database information.


Flexible Shift

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

First point of contact with customer. See Agent.


Fulfillment

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

Talk time plus wrap-up 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

Single product or service represented.


Input/Output

A general term used to describe sending data to and receiving data from a computer.
Integrated In-bound/Out-bound

A system that combines in-bound call handling with out-bound dialing.


Launch a Call

Process by which the agent makes ready to speak with customer.


Lead

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

A bridge between training and coaching.


Monitoring (call observation)

(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

A word or code used to identify an authorized user.


Platform

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

Calling to generate leads for telephone sales or field sales staff.


Queue

A feature that holds incoming calls when no agents are available to answer them.
Real-Time Adherence

The monitoring of an agents activity at this moment.


Remote Monitoring

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

A marketing goal to keep current customers buying.


Schedule

A record that specifies when an agent is supposed to be on duty to handle calls.

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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 work area for an agent, usually including a computer terminal.


Supervisor

A person whose primary responsibility is to oversee the activities of a group of telephonebased sales, marketing, service or research agents.
Support Staff

Anyone who assists in the agents performance on the call floor.

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Talk Time (Out-bound)

Total time from connection to a business or household to representative hang-up.


Talk Time (In-bound)

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

Confirmation by a third person of a verbal transaction between an agent and a customer.


Work Time (In-bound)

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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