My delightful padlet by Cecilia https://padlet.com/cecilia329/j9fztf9k1j8u433c Made with a stroke of good luck en-us 2020-09-10 03:41:01 UTC 2020-09-18 00:50:20 UTC hello@padlet.com cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733779101 2. Learning content]]> 2020-09-10 03:47:21 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733779101 cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733780102 3. List of topics]]> 2020-09-10 03:47:57 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733780102 cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733780736 1. Introduction to e-learning modules]]> 2020-09-10 03:48:22 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733780736 E-learning modules: cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733784623 ·        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
]]> 2020-09-10 03:50:53 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733784623 cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733790795 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.
]]> 2020-09-10 03:54:37 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733790795 cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733797413 Hello! The company's direction and why this is important.]]> 2020-09-10 03:58:55 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733797413 Modules/Assessment cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733817601 ·       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)
]]> 2020-09-10 04:12:19 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733817601 cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733822661 4. Assessment]]> 2020-09-10 04:15:42 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733822661 cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733832949 2a. Content delivery]]> 2020-09-10 04:22:12 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733832949 cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733833782 • E-learning modules
• Instructional videos
• Role play
• Coaching
-       OJT]]> 2020-09-10 04:22:45 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/733833782 Instructional videos: cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737557896 Tips on handling challenging customers (max. 3 videos)]]> 2020-09-11 02:23:44 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737557896 Role play and coaching: cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737559242 Learners will role play different scenarios with a coach on a one-to-one basis after Phase 2.]]> 2020-09-11 02:24:27 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737559242 Learning aids: cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737573621 1. Streamlined call centre workflow (poster)
2. Call script (given during phase 1)
3. Product manual and setup guide (phase 2)]]> 2020-09-11 02:31:24 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737573621 Evaluation form: cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737576698 Evaluation of learners and course after Phase 3.]]> 2020-09-11 02:32:55 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737576698 Quizzes: cecilia329 https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737597503 2 quizzes to assess understanding of concepts learned in Phases 1 and 2.]]> 2020-09-11 02:43:53 UTC https://padlet.com/cecilia329/j9fztf9k1j8u433c/wish/737597503