Industry and Job Orientation
EdulynxCorp
Course Overview
In this course, students will be taken on a tour of the BPO industry, particularly Customer Service work, and be provided with knowledge, skills development, and attitude formation to develop successful industry professionals. Basic skills such as critical thinking, empathy, and problem solving characterize case studies taken from actual BPO work situations to provide you with hands-on experience in working as a BPO professional.
What You Will Learn
Upon completion of this course, the learners are expected to have the necessary equipment to embark on a career that promises to be fruitful, fulfilling, and even fun and exciting.
Course Instructor
Claudine Ivy Poole
Subject Matter Expert
Course Content
Week 1: Introduction to Industry and Job Orientations
11 Videos| 4 Activities
11 Videos
- Welcome to the course!
- Overview
- History of BPO in the Philippines and Types of BPO Job
- The CSR Job: Voice and Non-Voice
- Knowledge, Skills, and Attitudes Required for the Job
- What is service culture and who is responsible?
- Elements of Customer Satisfactionb
- Problem-Solving Approaches
- Collections: More than just asking money
- Tough Callers: Helping Customers Understand / How to Handle Irate Customers
- Summary
4 Activities
- Recall Activities
- Quiz: Introduction to Industry and Job Orientation
Week 2: Call Center Environment
10 Videos | 3 Activities
10 Videos
- Overview
- Call Center Terminologies
- Call Flow
- Verbal and Non-Verbal Cues
- Basics
- Problem-Solving: Role-Play
- Dealing with Irate Customers
- De-Escalation - Get me a Supervisor!
- What Can You Tolerate
- Summary
3 Activities
- Recall Activities
- Quiz: The Call Center Environment
Week 3: BPO Case Studies
7 Videos | 3 Activities
7 Videos
- Overview
- Properly Greeting Your Customer: First Impression
- Closing the Call: A Good Closing Spiel
- Checking the Standards Procedure: The Missing Order
- Reflective statements and paraphrasing - The wait
- Setting the Customer's Expectations - Unresolved?
- Summary
3 Activities
- Recall Activities
- Quiz: BPO Case Studies
Week 4: You’re hired!
5 Videos | 3 Activities
5 Videos
- Overview
- Dos and Don’ts
- The Best Way to Organize Your Workstation
- Being a Happy BPO Professional
- Key Takeaways
3 Activities
- Recall Activities
- Quiz: BPO Case Studies