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Background
Call Center project
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Background
Financial Agents project
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The
course was designed for call center operators and is part of a
blended learning program that includes:
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- Classroom
training with a trainer who is also a content expert
- Self-paced
training
- Collaborative
learning
- Continuous
presence and support from an on-line tutor
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The
course was designed for financial agents and is part of a
blended learning program that includes:
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- Classroom
training with a trainer who is also a content expert
- Self-paced
training outside of work hours
- Asynchronous
colloborative learning
- Asynchronous
on-line Tutoring
- Stimulating
and interactive Training
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Call Center
partecipants
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Financial
Agents partecipants
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- Age
between 23 and 28 years
- High-school
or University
degree
- Basic
reading skills
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- Age
between 23 and 28 years
- High-school
or University
degree
- Basic
reading skills
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Call Center
Lesson Objectives
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Financial
Agents Lesson Objectives
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- Be
able to listen to client effectively
- Demonstrate
empathy
- Collect
data to be able to resolve client problem
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- Recognize
different communication styles
- Adopt
the most efficient communication style
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