# data[].attributes.body
2 quizzes to assess understanding of concepts learned in Phases 1 and 2.

# data[].attributes.body
Evaluation of learners and course after Phase 3.

# data[].attributes.body
1. Streamlined call centre workflow (poster)
2. Call script (given during phase 1)
3. Product manual and setup guide (phase 2)

# data[].attributes.body
Learners will role play different scenarios with a coach on a one-to-one basis after Phase 2.

# data[].attributes.body
Tips on handling challenging customers (max. 3 videos)

# data[].attributes.body
• E-learning modules
• Instructional videos
• Role play
• Coaching
-       OJT

# data[].attributes.body
2a. Content delivery

# data[].attributes.body
4. Assessment

# data[].attributes.body
·       Quizzes (summative) Phase 1,2,3 (mentimeter/kahoot)

·        Audio recordings of call centre operators (formative) Phase 3

·        Feedback from coach (formative) Phase 3
-        Learning evaluation Phase 3 (end)
·        Achievement of targets, e.g. time taken to complete a call/escalate to engineers (summative)

·        Customer satisfaction ratings (summative)

# data[].attributes.body
Hello! The company's direction and why this is important.

# data[].attributes.body
Learning outcomes:
·        Demonstrate proficiency in performing standard call centre operations.

·        Respond promptly to customer requests and provide solutions or clarification.

·        Apply their product knowledge in handling basic service requests from customers.

# data[].attributes.body
·        RATER customer service (e-learning) Phase 1

·        Basic Call Center Operators skills (e-learning) Phase 1

·        Tips on handling challenging customers (videos/role play) Phase 2

·        Product knowledge and operation manual Phase 2
- Streamlined call centre SOPs (learning aid - posters) Phase 3

# data[].attributes.body
1. Introduction to e-learning modules

# data[].attributes.body
3. List of topics

# data[].attributes.body
2. Learning content