Capacity development curriculum for call center customer service representatives

FROM THE AMERICAN PEOPLE

AUGUST 2010 This publication was produced for review by the United States Agency for International Development. It was prepared by CARE International in Pakistan

CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

ACKNOWLEDGEMENT The Pakistan JOBS project is a USAID funded project designed to improve the competitiveness of the Pakistani economy by strengthening systems for workforce development, encourage Pakistani companies to invest in human capital, and improve access to training, jobs and business opportunities, especially for youth and women. The four components are (1) Industry Sector-Led Technical Training; (2) Employability, Job Placement, and Entrepreneurship for Secondary School and University Graduates; (3) Integrated Work and Learning Program for Less-Educated Youth; and (4) Youth Employability Exchange Systems.

USAID PAKISTAN JOBS project is working for the skill enhancement of the workforce in Pakistan in several growing economic sectors including agriculture, energy, construction, information technology, call centers, pharmaceuticals, garment manufacturing, carpet weaving, and fisheries.

Preparation of standardized and tested curriculum would one of the major contributions of this project.

Pakistan is a country of diversified culture and traditions. More than half of population falls below the age of 24 out of one hundred sixty million diverse people. In Pakistan, Call center industry is rapidly growing despite numerous financial glitches pondering industries around the world.The operations carried through these call centers have to face diverse challenges when it comes to scrounge and maintain human capital. Massive attrition rate (turn over) has been observed. The attrition reflects the percentage of customer service representatives (CSRs) that leave a call center in a specified period. The need is to bridge this gap for supporting call industry as well as un-employment youth through training and placement.The present curriculum and learning material has been prepared for the training of youth on Call Centers Customer Services.

The USAID PAKISTAN JOBS project wishes to thank all the persons and organizations that contributed in the many ways to the preparation of this curriculum. The shared technical knowledge, experiences, and perspectives have produced a tool that will have a significant positive impact on the employability skills of youth. Special thanks are extended to the Arshad Akif, CEO, ASK Development and his team who coordinated preparation of the curriculum and learning material. Sincere appreciation is also extended to Syed Wali Azeem of ASK Development for his contributions to this curriculum and learning material. Muhammad Mukhtar Pasha, BTN Specialist, and Dr. Nazir Mahmood, Curriculum Consultant for USAID PAKISTAN JOBS Project were instrumental in the finalization of the syllabus.

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

PLANNING TEMPLATE FOR DAY 8-9: CUSTOMER CARE

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 1: THE VOICE OF THE CUSTOMER

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 2: GAINING THE PROFESSIONAL EDGE

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 3: BUILDING YOUR COMMUNICATION SKILLS

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 4: ARTICULATION:THE ART OF SPEAKING CORRECTLY

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 5: THE CUSTOMER

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 6: SELLING SKILLS

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 7: TELEPHONE HANDLING

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 8: ATTITUDE:YOUR MOST IMPORTANT ASSET

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

LESSON 9: A PLAN FOR SELF IMPROVEMENT

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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CAPACITY DEVELOPMENT CURRICULUM FOR CALL CENTER CUSTOMER SERVICES REPRESENTATIVES

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