Presentation on Call Centre Training for TAW Conference

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  • Absence of session plans (difficult to standardise delivery) Paper based course (could be more learner-centred) Linear syllabus (few opportunities for revision) Learning objectives not expressed (difficult to evaluate course)
  • Presentation on Call Centre Training for TAW Conference

    1. 1. BPO’s Got Talent!Presentation for 4th TAW ConferenceManila 26 November 2010ril2010Stephen JennerHead Corporate Training India
    2. 2. BPO’s Got Talent!Partnership project between British Council India and Intelenet Global Services 2008 – to date
    3. 3. The challenge To build capacity and sustainabilitywithin IGS by training a small team of IGS trainers as course designers.
    4. 4. The targetA fully formed induction course for CSRs tailored to the needs of a leading UK transport information provider.
    5. 5. Strengths and issuesof the induction trainingBody of relevant, process specific materials Experienced and competent trainers Absence of session plans Paper based course Linear syllabus Learning objectives not expressed
    6. 6. Our approach to course design
    7. 7. Blended learning different learning styles virtual instructor facilitator + physical student independent learnerinstruction
    8. 8. Course design decisions Who are the learners? What kind of course will it be? How will the course be delivered? Media choices How will the learners be supported? How will quality be assured? How will the course be evaluated?
    9. 9. ResultsComplete course – learning objectives, course plan, session plans Activity based rather than paper based course Benchmarked to CEF Transferable skills – role profiling and course design
    10. 10. Learning points Less paper, more learning! Trainer vs course materials Objectives, objectives, objectives! Synchronous vs asynchronous Facilitation takes time!Participation – you can lead a horse to water but…
    11. 11. Example from course plan
    12. 12. Moodle in action
    13. 13. Setting up the participants
    14. 14. The task cycle
    15. 15. Setting the task
    16. 16. Managing forums
    17. 17. Collaborative working - wikis
    18. 18. Online chat
    19. 19. Tutor feedback
    20. 20. Reflection and revision - glossaries
    21. 21. Assessment – the survey
    22. 22. Thank you,any questions?

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