training presentation1 call centre

Welcome:Welcome:To the HEART Call Centre To the HEART Call Centre Centre D’Appel COEURCentre D’Appel COEUR

Information SessionInformation SessionDay 1Day 1

GINGERGINGERWe are nuts about you.We are nuts about you.

We know you will grow strong We know you will grow strong like the GREAT OAK.like the GREAT OAK.

Congratulations.Congratulations.What a great day for all of us.What a great day for all of us.

Learning GuidelinesLearning Guidelines

• Ask questions throughout the session

• Ideas come from many sources

• Everyone has a valid opinion

• Provide feedback:

We want to make this something that assists and benefits you

• Have fun & Stay focused

Method: Learning ObjectivesMethod: Learning Objectives By the end of the day, agents will be able to:By the end of the day, agents will be able to:

• Understand the purpose of the HEART Call Centre

• Begin to understand how you may be able to benefit by participating

• Take an active approach in your commitment to learning

• Understand how working with others can benefit you

Vision StatementVision Statement

Provide resources to enable Provide resources to enable participants in the Call Centre participants in the Call Centre

training environment to acquire training environment to acquire basic work and soft skills, gain basic work and soft skills, gain

experience in networking their skills experience in networking their skills to employers and make contacts for to employers and make contacts for

present and future employmentpresent and future employment

AgendaAgendaPart 1:Part 1:

15 minutes Assemble and register15 minutes Assemble and register

45 Minutes 45 Minutes

Learning Guidelines/ObjectivesLearning Guidelines/Objectives

Vision Statement What does HEART Vision Statement What does HEART COEUR stand for? What will I do COEUR stand for? What will I do there? Who will I be working there? Who will I be working with? What is a Call Centre? with? What is a Call Centre?

Will I receive any training? Will I receive any training?

Break 10 minutesBreak 10 minutes

AgendaAgendaPart 2Part 2

60 minutes What’s a Community 60 minutes What’s a Community Placement? Why Volunteer? Placement? Why Volunteer? How does this help my job How does this help my job search? What are soft skills? search? What are soft skills?

Experience is…Who benefits Experience is…Who benefits from the Call Centre? from the Call Centre? Expectations: Working in the Expectations: Working in the Call Centre When do I start?Call Centre When do I start?

Wrap up and registrationWrap up and registration

What is a Call Centre?What is a Call Centre?A place where people:

• Communicate

• Actively Network

• Provide Customer Service

• Can be designed to sell a product, ask for information (surveys) or

provide a service (1-800)

• A Growing Labor Market Industry

What is a Call Centre?What is a Call Centre? Inbound receive callsInbound receive calls Outbound make callsOutbound make calls

The HEART Call Centre will be an Outbound Call CentreOutbound Call Centre

Opportunities may exist later to include Inbound calls as well

H.E.A.R.T.H.E.A.R.T. Call Call CentreCentre

“This call may lead to a job”“This call may lead to a job” • Helping• Employers

• Agencies• Recruit

• TalentA heart to heart

discussion about your employment needs.

Centre D’appelCentre D’appel C.O.E.U.R.C.O.E.U.R.

“Un Emploi: la recherche et “Un Emploi: la recherche et la découverte”la découverte”

• Communiquer

• Opportunitées

• Emplois• Utilisant nos

• Ressources humaines

Écoute ton coeur parlons de vous et de votre recherche d’emploi.

What will I do there?What will I do there?

• Research employment

• Contact employers, job-seekers

• Ongoing training

• Organizational/ Time Management skills

• Support Coaching Mentoring

• Busy Environment

Who will I be working with?Who will I be working with?

• Other job-seekers like you

• Call Centre Coaches to assist and support you

• Employment Resource Centre staff

• When people work together collectively, the results are always

better

Will I receive any training?Will I receive any training? Yes Full Day Training includesFull Day Training includes:

• Soft skills theory

• Communication Skills (e.g. Voice Delivery and Tone)

• Business Etiquette

• How to Enhance your job search strategies

• Opportunities to expand the challenge

RolesRolesCall Centre Coaches Call Centre Coaches Keep the Agent on track towards their goals Listen carefully Human Capital Management Set the example to follow

Resources: International Coach Federation

(http://www.coachfederation/.org)

National Assoc. of Business Coaches 1-800-290-3196

Coach U (www.coachu.com)

RolesRoles

Call Centre AgentsCall Centre Agents Allow a reasonable period of time in order

to assess the benefits of the Call Centre Check and re-check your expectations in

order to measure that they are reasonable and attainable

Provide suggestions on how various methods and tools are effective/need to be improved

RolesRoles

Employment Pre-QualifierEmployment Pre-Qualifier Identify labor market opportunities Research and register employment leads Provide material which will assist agents

in increasing their self-marketing opportunities

Identify Career Agents: Companies will contact individuals electronically when new job openings occur which match those on their database

The HEART of the MatterThe HEART of the MatterThe PlanThe Plan

Agent ProfileAgent Profile

Where have I been? Where have I been? What have I done? What have I done?

Consider the Types of Skills Consider the Types of Skills (Transferable/Functional, Personal (Transferable/Functional, Personal Traits/Attitudes, Knowledge-based)Traits/Attitudes, Knowledge-based)

Where am I going? Where am I going? What are my goals in joining the Call What are my goals in joining the Call

Centre?Centre?


• Name:

• One Minute Manager Summary

• Career Objective

• Names of companies from work history:

• Date joined HEART Call Centre:

• Objective of Agent in the Call Centre:

The #’s GameThe #’s GameExerciseExercise

Agent

The Numbers GameThe Numbers Game

66 66

66

NAME: ____________________

Looking for Work is a Full-Time Looking for Work is a Full-Time Job!Job!

The BreakThe BreakBack in 10Back in 10

Part 2Part 2

AgendaAgendaPart 2Part 2

60 minutes What’s a Community 60 minutes What’s a Community Placement? Why Volunteer? Placement? Why Volunteer? How does this help my job How does this help my job search? What are soft skills? search? What are soft skills?

Experience is…Who benefits Experience is…Who benefits from the Call Centre? from the Call Centre? Expectations: Working in the Expectations: Working in the Call Centre When do I start?Call Centre When do I start?

Wrap up and registrationWrap up and registration

What is a Community What is a Community Placement?Placement?

• Opportunity to gain work experience

• New skills and network

• Obtain current work reference to add to your resume

• Make contacts for present and future employment

Why Volunteer?Why Volunteer?• Acquire or strengthen skills

• Increase self-confidence

• Make new friends and network

• Contribute to your community

• Obtain current work reference to add to your resume

• Canadian work experience open up doors to future employment

HEART Call CentreHEART Call Centre

We’re just a phone We’re just a phone call awaycall away

A motivated A motivated workforce to meet workforce to meet your employment your employment needsneeds

What are “soft skills”?What are “soft skills”?

Customer Service ExcellenceSpoken Communication

Problem-solvingVersatility

Self-assessmentWork maintenance skills

Call Centre Business Etiquette

Experience is...Experience is...We learn by doingLet’s learn together

We want to share our knowledge and experiences

We want to create a positive learning environment

We have much to learn from each other

Who benefits from the Call Who benefits from the Call Centre? Centre?

You: Gain new skillsEmployers: Partnerships and

Community Service Partners for Jobs:

Job Posting ServiceCooperative Approach:

Benefits everyone involved

Expectations: Expectations: Working in the Call Centre? Working in the Call Centre?

Call Centre Business EtiquetteCourtesy and respect while

there Network actively Learn new skills

Challenge yourselfBe open to new experiences and

feedback

When do I start? When do I start? Training Dates: discussed at the

end of this session

Speak with one of the Call Centre Coaches on-site today

Please complete a participation and evaluation form before you leave

Take advantage of this great opportunity

The HEART Call Centre Centre The HEART Call Centre Centre D’Appel COEURD’Appel COEUR

Information SessionInformation Session

Thank you very much for your Thank you very much for your attention and attention and have a great day


Training SessionTraining SessionDay 2Day 2


Customer Service Training Customer Service Training Orientation to the Call CentreOrientation to the Call Centre

AgendaAgenda

Part 1:Part 1: Get Involved and stay active

9:00-9:15 Assemble and register9:00-9:15 Assemble and register

9:15-9:45 Agenda Vision 9:15-9:45 Agenda Vision StatementStatement

9:45-10:00 Operational Model9:45-10:00 Operational Model

Purpose of the Call Purpose of the Call CentreCentre

Learning Objectives Learning Objectives

10:00-10:15 Break10:00-10:15 Break

AgendaAgenda

Part 2:Part 2: Understand each other Understand each other and and your your experiences, skills experiences, skills and career goals. and career goals.

10:15-11:00 Intro to Exercise10:15-11:00 Intro to Exercise

Breakout discussionBreakout discussion

11:00-11:55 Reassemble 11:00-11:55 Reassemble

One Minute Manager One Minute Manager

PresentationsPresentations

AgendaAgenda

Part 3Part 3: Meeting your Needs as : Meeting your Needs as a job-seekera job-seeker

1:00-1:20 Intro of new hosts 1:00-1:20 Intro of new hosts followed by followed by Video Video Using the telephone Using the telephone Questions Comments Questions Comments

1:20-1:40 Roles Call Centre 1:20-1:40 Roles Call Centre Alignment Alignment Job Search Job Search StrategiesStrategies

1:40-2:00 Expectations Exercise1:40-2:00 Expectations Exercise

2:00-2:15 Break2:00-2:15 Break

AgendaAgenda

Part 4:Part 4: Getting employers Getting employers involved: involved: Creating Creating a need and a a need and a motivated workforcemotivated workforce

2:15-3:00 Communication Tips 2:15-3:00 Communication Tips Customer Service Customer Service

What What Employers Want Employers Want

3:00-3:15 Fears Discussion 3:00-3:15 Fears Discussion Wrap-up Evaluation Wrap-up Evaluation

3:15-3:30 Meet Coaches Register 3:15-3:30 Meet Coaches Register for shiftfor shift

AgendaAgenda

Part 1:Part 1: Get Involved and stay active

9:00-9:15 Assemble and register9:00-9:15 Assemble and register

9:15-9:45 Agenda 9:15-9:45 Agenda


9:45-10:00 Operational Model9:45-10:00 Operational Model

Purpose of the Call Purpose of the Call CentreCentre

Learning Objectives Learning Objectives

10:00-10:15 Break10:00-10:15 Break

Part 1Part 1

Get involved and stay activeGet involved and stay active

““As you’re the only one you can As you’re the only one you can really change, the only one who really change, the only one who

can really can really useuse all your good all your good advice is advice is yourselfyourself.”.”

John Roger and Peter John Roger and Peter McWilliamsMcWilliams


Provide resources to enable Provide resources to enable participants in the Call Centre participants in the Call Centre

training environment to acquire training environment to acquire basic work and soft skills, gain basic work and soft skills, gain

experience in networking their skills experience in networking their skills to employers and make contacts for to employers and make contacts for

present and future employmentpresent and future employment

Operational PrinciplesOperational Principles• Commitment

• Constant Reinforcement

• Consistency

• Communication

HEART FactsHEART Facts

An effective job search requires 4 basic elements:An effective job search requires 4 basic elements:

• Focus (presentation, goals)

• Structure (supportive environment)

• Follow-up (call-backs, frequency)

• High Activity (stay on track)

Source: Carole Morris KPMG

Operational ModelOperational Model*

Roles

Routines

Scripts

Info Sessions

Physical Setting

Training Sessions

Speaker Series Self-Marketing

Learning GuidelinesLearning Guidelines

• Listen Participate Contribute Listen Participate Contribute

• One person speaks at a time One person speaks at a time

• Let others finish their thoughtsLet others finish their thoughts

• Respect the opinions of othersRespect the opinions of others

• Ownership for your own learningOwnership for your own learning

• Have Fun & Stay FocusedHave Fun & Stay Focused

Method: Learning ObjectivesMethod: Learning ObjectivesBy the end of the day, agents will be able to:By the end of the day, agents will be able to:

• Identify who they are and what skills they have

• Understand job search is more effective as a collective effort

• Understand the purpose of a Call Center Script

• Identify that fear is a natural response but provides opportunities for personal growth


• Identify who they are and what skills they have

• Understand job search is more effective as a collective effort

• Understand the Hidden Job Market

• Identify how the Call Centre can help develop job search skills


• Understand communication is an essential skill

• Understand the purpose of a Call Center Script

• Identify that fear is a natural response but provides opportunities for personal growth

AgendaAgenda

Part 2:Part 2: Understand each Understand each other and other and your your experiences, skills experiences, skills

and career goals. and career goals.

10:15-11:00 Intro to Exercise10:15-11:00 Intro to Exercise

Breakout Breakout discussiondiscussion

11:00-11:55 Reassemble 11:00-11:55 Reassemble

One Minute One Minute Manager Manager

PresentationsPresentations

12:00-1:00 Lunch12:00-1:00 Lunch

Part 2Part 2

Understanding each other and Understanding each other and your diverse experiences, skills your diverse experiences, skills

and career goals and career goals

““Faced with the choice between Faced with the choice between changing one’s mind and proving changing one’s mind and proving

that there is no need to do so, that there is no need to do so, almost everybody gets busy on almost everybody gets busy on

the proof.”the proof.”John Kenneth GalbraithJohn Kenneth Galbraith

HEART Call CentreHEART Call Centre

We’re just a phone call awayWe’re just a phone call away

A motivated workforce to A motivated workforce to meet your employment meet your employment needsneeds

Objective of the exerciseObjective of the exercise

Identify Who We Are & What We Can Offer

Labor Force IdentityLabor Force Identity

Are you more interested in working with technology and understanding how things work?

Are you more interested in working with people and providing solutions?

OR

Cross-over


How would you market your How would you market your skills to an employer if you only skills to an employer if you only had 60 seconds of his/her time?had 60 seconds of his/her time?

Agent ProfileAgent ProfileOne Minute Manager Tool Kit:One Minute Manager Tool Kit: Where have I been? Where have I been? What have I done? What have I done?

Consider the Three Types of Skills Consider the Three Types of Skills (Transferable/Functional, Personal (Transferable/Functional, Personal Traits/Attitudes, Knowledge-based)Traits/Attitudes, Knowledge-based)

Where am I going? Where am I going? What are my goals in joining What are my goals in joining

the Call Centre?the Call Centre?

Be your own author and market, Be your own author and market, market, marketmarket, market

• In small groups, quickly brainstorm a summary of what skills you have acquired in your previous employment

• Then, using this information, go through the list of skills statements finding those that summarize your experiences

• We will hear your one minute manager presentations following the exercise


• “For many job seekers, the problem isn’t a lack of a clear focus, but poor presentation”

The key to effectively communicating this message is to practice-you become articulate by articulating

HEART FactsHEART Facts• The right employers are waiting for you

• You just have to find them and pursuade them that you’re the one they’ve been waiting for

• We all have skills, but for most of us, communicating them is a challenge

• It’s important to be able to identify, describe and demonstrate what you can offer

Self-MarketingSelf-Marketing

PACE YOURSELFPACE YOURSELF

Practice

Attitude

Confidence

Energy

Career QuestCareer Quest

• Identify skills that will help you achieve your #1 Career Objective

• Always be prepared for the uncertainties in life by having a back-up plan

• We rarely have the same job for our entire career

• Adaptability is a great skill

• What is your Plan B?

Career QuestCareer Quest• Identify not only your Dream Job but the

transferable skills that allow you to do other kinds of employment as well (I am an Amateur Artist in my spare time)

• You never know where your hobbies and interests may lead you

• Always be prepared to put into action your “rainy day” back-up plan

• “6 Career Changes for Everyone”

Courage is simply a matter of Courage is simply a matter of when your body says “I can’t”, when your body says “I can’t”, your your heart and mindheart and mind take over take over

and say “you will”and say “you will”Joe Dreitler Age 45Joe Dreitler Age 45

LunchtimeLunchtimeBack at 1:00Back at 1:00

Information Process Time

AgendaAgenda

Part 3Part 3: Meeting your Needs as : Meeting your Needs as a Job-Seekera Job-Seeker

1:00-1:20 Intro of new hosts 1:00-1:20 Intro of new hosts followed by followed by Video Video Using the telephone Using the telephone Questions Comments Questions Comments

1:20-1:40 Roles Call Centre 1:20-1:40 Roles Call Centre Alignment Alignment Job Search Job Search StrategiesStrategies

1:40-2:00 Expectations Exercise1:40-2:00 Expectations Exercise2:00-2:15 Break2:00-2:15 Break

Part 3Part 3

Meeting your Needs as a Meeting your Needs as a Job-SeekerJob-Seeker

I was gratified to be able to I was gratified to be able to answer promptly, I said answer promptly, I said I don’t I don’t

knowknow.”.”

Mark TwainMark Twain

Looking for Work is a Full-Time Looking for Work is a Full-Time Job!Job!

Using the telephone to your Using the telephone to your advantageadvantage

• Treat your potential employer as if he/she were your best friend

• Slow down your speaking rate

• Smile

RolesRolesCall Centre Coaches Call Centre Coaches Keep the Agent on track towards their goals Listen carefully Human Capital Management Set the example to follow

Resources: International Coach Federation

(http://www.coachfederation/.org)

National Assoc. of Business Coaches 1-800-290-3196

Coach U (www.coachu.com)

RolesRoles

Call Centre AgentsCall Centre Agents Allow a reasonable period of time in order

to assess the benefits of the Call Centre Check and re-check your expectations in

order to measure that they are reasonable and attainable

Provide suggestions on how various methods and tools are effective/need to be improved

RolesRoles

Employment Pre-QualifierEmployment Pre-Qualifier Identify labor market opportunities Research and register employment leads Provide material which will assist agents

in increasing their self-marketing opportunities

Identify Career Agents: Companies will contact individuals electronically when new job openings occur which match those on their database

Call Centre AlignmentCall Centre Alignment

Your participation in the HEART Call Centre should add value to the activities which you are already undertaking as part of an overall job search strategy

Career ExplorationCareer Exploration

WherWhere I e I AmAm

Career Career ExplorationExploration

Where I Where I want to want to bebe

Setting Goals Setting Goals Getting Information Getting Information Establishing the Establishing the Network Network Making the DecisionsMaking the Decisions

Enhance Job Search StrategiesEnhance Job Search Strategies

The Hidden Job MarketThe Hidden Job Market

Why are jobs hidden?

Can new jobs be created simply because someone identifies or points out a need?

Enhance Job Search StrategiesEnhance Job Search StrategiesA: YesYes. Many times, jobs are not advertised

because they are filled before they need to appear in the local papers or job web sites

Hiring Managers do not want to have to advertise jobs, ($-cost and delays) if they can find someone through their network

Managers help each other in finding candidates for jobs all the time through their network (scratch my back..)


• There’s no such thing as a perfect job search

• Discipline yourself to get active and stay active

• A job search is the period of time where you are surviving surviving uncertaintyuncertainty

Enhance Job Search StrategiesEnhance Job Search Strategies The key to an effective job search is to get The key to an effective job search is to get

connected to Networks where employers connected to Networks where employers are discussing their hiring needs eg:Groups, are discussing their hiring needs eg:Groups, Associations, Business papers, ForumsAssociations, Business papers, Forums

Join a group that networks collectivelyJoin a group that networks collectively Sometimes, job seekers can create job Sometimes, job seekers can create job

opportunities that may not have existed in opportunities that may not have existed in the employer’s circle of needsthe employer’s circle of needs

Create a need and a market for your skillsCreate a need and a market for your skills

Networking• Increases Opportunities

Self-Confidence Soft Skills

• Presentation and Self-Marketing

• HEART Call Centre Agent- ACTIVE and CONNECTED

• Increase your audience and results


Objective of the ExerciseObjective of the Exercise

Understand how my participation and involvement can help me enhance and therefore, further develop my job search outcomes.

Expectations ExerciseExpectations Exercise• How can the Call Centre help you with

your overall job search strategy?

• What skills do you bring that will benefit the Cooperative? (Data Entry, Database)

• What is your Career Pathway for the next 6 months? What are your goals in a typical week of job searching?

• Have you attended or do you know about any workshops which could increase your skills tool kit?

AgendaAgenda

Part 4:Part 4: Getting employers Getting employers involved: involved: Creating a Creating a need; need; Creating a motivated Creating a motivated workforceworkforce

2:15-3:00 Communication Tips 2:15-3:00 Communication Tips Customer Service Customer Service

What What Employers Want Employers Want

3:00-3:15 Fears Discussion 3:00-3:15 Fears Discussion Wrap-up Evaluation Wrap-up Evaluation

3:15-3:30 Meet Coaches Register 3:15-3:30 Meet Coaches Register for shiftfor shift

Part 4Part 4

Getting Employers InvolvedGetting Employers InvolvedUncovering Employers Needs Uncovering Employers Needs

Creating and Creating and Marketing a Motivated Marketing a Motivated

WorkforceWorkforce

““The trouble with the The trouble with the future future is is that itthat it usually usually arrivesarrives before before

we’re ready for it.we’re ready for it.””Arnold H. GlasgowArnold H. Glasgow

Secrets to Customer Service Secrets to Customer Service • Quality Products

• Competitive Prices

• Solutions that Match Business Needs

• Compliance with Special Orders

• Timely Delivery

• Great Support

• Ongoing Commitment

• Open, Honest and Respectful Communication Source Debbie Barrett-Technology In Government April 1999

Customer ServiceCustomer Service When you network and job When you network and job

search, Stop, Learn and Listen search, Stop, Learn and Listen carefully to each individual you carefully to each individual you meet meet

Understand what they need and Understand what they need and how you may be able to help themhow you may be able to help them

It takes a high level of human interaction and excellent soft skills

Voice Delivery/ ToneVoice Delivery/ ToneAmong interviewers surveyed, verbal verbal

skillsskills was the #1#1 skill listed as crucial in the interview in making decisions of hiring (38%)

This ranks higher than experience, enthusiasm, and humor

Candidates preparing for interviews must have strong presentation skills which includes great soft skills

Voice Delivery/ ToneVoice Delivery/ Tone

• Adjust your presentation speaking volume and speed according to this formula:

Speak loudlySpeak loudly to emphasize a word to emphasize a word or phrase or phrase

SoftlySoftly to pull listeners in to pull listeners in RapidlyRapidly to energize the audience to energize the audience SlowlySlowly to create a mood of awe to create a mood of awe

Customer ServiceCustomer Service

Top 5 Negative Speech Characteristics

(% Disapproval indicated by Employer)Whining: 44%

Loud or Grating: 21.1%

High-Pitched: 15.9%

Mumbling: 11.1%

Fast Speech: 4.9%

What is a Call Centre Agent?What is a Call Centre Agent?

• Customer Service Representative

• Information Officers

• Sales Associates

• Client Representatives

• Help Desk Analysts

• Teleconsultants

It all depends on the organization’s focus and operation

Source:Linda Berndt Bradson Placement Professional 1999

Communication ScriptCommunication Script

Call Cycle Introduction Speak with the Decision Maker Ask Permission for their time Purpose of the Call and the Call Centre Provide and Receive Information Verify..Actively Listen Summarize Wrap-up Close

Communication ScriptCommunication Script

• The goal of contacting the The goal of contacting the Employer is to Employer is to network and market network and market the productthe product

• The The productproduct is the Call Centre and is the Call Centre and the Call Centre Agentthe Call Centre Agent

HEART FactsHEART FactsA Good Plan = Desired Outcomes

• Research Your Call- Be Prepared

• Smile- Maximum Value

• Ask Permission for Someone’s Time

• Think Positively- Actively Listen

• Provide Customer Service- Your Time to Shine

• Exchange Information

• Anticipate Needs

What Employers WantWhat Employers Want

Critical Skills Required in the Canadian WorkForce

Academic Skills (Communicate, Think, Learn)

Personal Management Skills (Positive Attitudes and Behaviors, Responsibility, Adaptability)

Teamwork Skills (Work with others)Source: Conference Board of Canada October 1999

What Employers WantWhat Employers WantQ: Other than the ability and willingness Q: Other than the ability and willingness

to do a job, whatto do a job, what is the one qualityone quality that impresses you most about a candidate during a job interview?

A: “An upbeat attitude and sincere “An upbeat attitude and sincere interest in a company”interest in a company”

Survey conducted with 150 Executives from Major Companies in Canada- 1999

Source: Robert Half Canada 1999

“ “ So many people think high-tech So many people think high-tech is in, but if you don’t have that is in, but if you don’t have that personal touch you don’t have personal touch you don’t have

anything”anything”Kevin Gillie-Chair of a Canadian Kevin Gillie-Chair of a Canadian

Networking GroupNetworking Group

What Employers WantWhat Employers Want

• Potential Candidates are also evaluated by employers from the view of:

“What will they be like to ManageManage?”

Employment TrendsEmployment Trends• Globalization (Get the job done at the best price)• Technology and Education (By 2001, 60% of job

openings will require post-secondary educ)• Industrial Shifts (Manufacturing to Service) • The Environment (How this affects the Labor

Market and therefore new types of jobs)• Changing Population (Stagnant Promotion)• Changing Nature of Work

(Industrial Restructuring Competitive Marketplace The shortage of 9-5 type work arrangements)

• David Foot Author Boom Bust Echo

Co-operative Learning EnvironmentCo-operative Learning Environment Call Centre Business Etiquette Call Centre Business Etiquette

We each take responsibility for our learning and personal development.

We share experiences and information that will benefit the group.

We share in the success and celebrate both small and large victories.

We take ownership for the health and well-being of the environment we all share.

The ScriptThe Script

Components of the ScriptComponents of the Script Use his/her name

“There is no sweeter music to a There is no sweeter music to a man’s ear than the sound of his man’s ear than the sound of his own nameown name” Walt Whitman

Repeating your first name twice

Components of the ScriptComponents of the Script

Ask for a minute to speak with you

Interview Presentation: “ I have an idea to discuss with you”

The opportunity to put your one minute manager to work for you will come later in the face to face information interview

Components of the ScriptComponents of the Script Do not try to sell two things at once Do not try to sell two things at once

Just sell one thing------the meetingJust sell one thing------the meeting Make your presentation and self-market Make your presentation and self-market

your skills at the best possible time not your skills at the best possible time not just anytime that is good for youjust anytime that is good for you

““Only 5% of a person’s sensory Only 5% of a person’s sensory intake comes through the ears” intake comes through the ears”


• Employers are looking for employees who can explain what they wantexplain what they want

• Having a clear focusfocus of your marketable strengths, abilities and objectives is essentialessential to taking control of your career path and increasing job search outcomes

• It is equally important to be able to communicatecommunicate it to others

• Practice, Practice, Practice

Knowing yourselfKnowing yourself

“The more times you describe yourself and respond to questions, the more comfortable you will become and the more focused you will appear”

Carole Morris KPMG

Soft Skills TheorySoft Skills Theory

• Customer Service Excellence

• Work Maintenance Skills

• Problem-solving

• Communication Skills

• People Services

• Knowing your product or service

Objective of the ExerciseObjective of the Exercise

Identify that fear is a Natural Response but provides the individual an opportunity for personal growth.

““Fears” ExerciseFears” ExerciseBrainstorm: Can you think of some reasons why

people hesitate, therefore preventing them from accepting challenges, opportunities and change?

How much of our childhood and upbringing affects what we are willing to risk as adults?

Can we change these patterns?

Let’s check our list against yoursLet’s check our list against yours

• Unknown Rejection

• Customer Service Abilities

• Acceptance Lack of Confidence

• New Career or Career Change

• Level of Risk

• Lack of Skills (may include Training)

• Change Experience Trust

Marsha Sinetar- AMarsha Sinetar- Author The Mentor’s Spirituthor The Mentor’s Spirit

“Almost any group gathering can “Almost any group gathering can

turn into a collective of one, a turn into a collective of one, a unified field, pure awareness: one unified field, pure awareness: one richly ordered mind clicking out richly ordered mind clicking out

an endless stream of living an endless stream of living answers”answers”

The Call Centre Reference Group The Call Centre Reference Group • Meets weekly

• Acts as a Steering Committee for the Call Centre

• Delegates Responsibility Centres

• Represents a voice for the Call Centre

• Work with others, Take advantage of the strength in numbers theorystrength in numbers theory

Summary of The Call Centre Summary of The Call Centre • We each have unique skills, abilities and

gifts

• Challenge Yourself

• Work with others, Take advantage of the strength in numbers theorystrength in numbers theory

• Have your fellow agents work on your behalf in marketing your skillsmarketing your skills in the right places and to people in the marketplace who can open doors to the labor market

SUCCESSSUCCESSSEE YOUR GOAL.UNDERSTAND THE

OBSTACLES.CLEAR YOUR

MIND OF DOUBT.CREATE A

POSITIVE MENTAL ATTITUDE.

ENHANCE THE CHALLENGE.

STAY ON TRACK.SHOW YOURSELF

YOU CAN DO IT.

BELIEVE IN YOUR GOALS AND ACHIEVE THEM

Wrap-up and EvaluationWrap-up and Evaluation

How did we do today?How did we do today?

Speak with one of the Call Centre Coaches on-site today

Register for your first shift

Thank you:Thank you:Good Luck on behalf of Good Luck on behalf of

the HEART Call Centre the HEART Call Centre Centre D’Appel COEURCentre D’Appel COEUR

Training DayTraining Day


Orientation to the Call CentreOrientation to the Call CentreDay 3Day 3

P4J HEART Call Centre Job P4J HEART Call Centre Job BoardBoard

We require the following information:

• Position title

• Job Description

• Company name and location

• Contact name and phone number

• Salary and wage

P4J HEART Call Centre Job P4J HEART Call Centre Job BoardBoard

• A place for everyone seeking employment with a list of jobs that need to be filled.

• If you are an employer and wish to post a position with us, please send the details of the position to [email protected]

Questions to AskQuestions to AskHomework prior to the TrainingHomework prior to the Training

Identify a Career PathwayIdentify a Career Pathway:

• Where have I been?

• What have I done?

• What do I want?

• How will I get there?

• How can the Call Centre help me?

All that you’ve done All that you’ve done

Prepares you for what you becomePrepares you for what you become

Information Sessions Information Sessions HEART Call Centre HEART Call Centre Centre D’Appel COEURCentre D’Appel COEUR

All information sessions will take place at Employment Resource Centre 370 Catherine Street 1st Floor

Please call 230-4144 to register

Please bring a current copy of your resume

Information Session Information Session HEART Call Centre HEART Call Centre

Centre D’appel COEURCentre D’appel COEUR Come find out more about a new initiative

that will provide opportunities to enhance your communication, networking and self-marketing skills while working alongside other job seekers just like you.

The first step is the information session --------------See you soon------------------

HeartHeart Call Centre Call Centre“This call may lead to a job”“This call may lead to a job”

Information Sessions: Information Sessions: Monday,December Monday,December 4th Monday, 4th Monday, December 11th both December 11th both from 9:00-11:30 amfrom 9:00-11:30 am

Employment Resource Employment Resource Central Central 1st Floor Catherine St. 1st Floor Catherine St. Please call Please call 230-4440 to Register230-4440 to Register

H.E.A.R.T. H.E.A.R.T. Call Call CentreCentre

“This call may lead to a job”“This call may lead to a job” Information Information Sessions: Tuesday Sessions: Tuesday January 9th, 23rd, January 9th, 23rd, 30th, 200130th, 2001

Employment Employment Resource Central Resource Central 1st Floor 1st Floor Catherine St. Catherine St. Please call 230- Please call 230-4440 to Register4440 to Register

HeartHeart Call Centre Call Centre“This call may lead to a job”“This call may lead to a job”

Please sign up for anPlease sign up for an Information Session: Information Session: Monday,December Monday,December 18th 1:00-3:30 pm18th 1:00-3:30 pm

Employment Resource Employment Resource Central Central 1st Floor Catherine St. 1st Floor Catherine St. Please call Please call 230-4440 to Register230-4440 to Register

Centre D’appel Centre D’appel COEURCOEUR


Sessions D’information

Lundi, le 4 Décembre


de 9:00-11:30 hr

Centre de Ressources à l’Emploi 1-370 rue Catherine S.V.P. Pour vous s’inscrire, veuillez appeler 230-4440

Centre D’appelCentre D’appel C.O.E.U.R.C.O.E.U.R.


Sessions D’informationMardi, le 9, 23 et 30 Janvier

2001Centre de Ressources à

l’Emploi 1-370 rue Catherine S.V.P. Pour vous s’inscrire, veuillez appeler 230-4440

Sessions disponibles seulement en anglais

Centre D’appel Centre D’appel COEURCOEUR


Sessions D’information


de 13:00-15:30hr

Centre de Ressources à l’Emploi 1-370 rue Catherine S.V.P. Pour vous s’inscrire, veuillez appeler 230-4440

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