Course A150 - Contact Center Learning Lab/Role Play

课程 A150 - 呼叫中心培训实验室的学习/角色扮演练习

Course Value: 14 hours of Lab practice time which can be shortened or lengthened based on the length of the course offering. All courses can be offered as Certificate Programs.

课时: 14 小时的培训实验室练习时间，这些时间也可以根据教程需要缩短，或增长。所有教程可以提供证书

Purpose

目的

The school first decide on the length of Contact Center Program to offer, then chooses which of the labs to include and the number of hours per lab.

学校首先决定所提供呼叫中心教程的长度，然后选择使用哪一种实验室，以及每间实验室使用时间

Lab 1 - Students Do Role Playing - Classmates practice their communication skills role playing phone dialogs and experience this Contact Center Training format.

培训实验室 1 - 学生们进行角色扮演练习- 同班同学相互练习沟通技巧，角色扮演，表演电话对话以及使用角色扮演这一呼叫中心培训模式

Lab 2 - Students Intern Doing Live Calling For the School - In preparation for going on Lab 4 Internships, students learn how to handle live calls by doing live calling projects for the school, ideally one in each of the four Call Categories.

培训实验室 2 - 实习学生在学校做现场呼叫练习- 本教程为为第四实验室的实习做准备，学生们通过为学校拨打项目电话，学习如何处理现场电话，这种项目电话最好是四个话务类型中其中的一种。

Lab 3 - Students Intern At Local Contact Centers - Students experience various Contact Center environments and Call Handling Applications so when it is time to choose a Contact Center Position they will select one they know they will enjoy.

实验室 4 - 实习学生到当地呼叫中心实习- 学员们得以体会各种呼叫中心环境和话务处理应用，因此，当选择今后合适于自己的呼叫中心岗位时，他们会选择自己最乐意从事的一行。

Objectives

预期效果

Lab 1 - Role Playing, Call Coaching and Contact Center Job Matching

实验室 1 - 角色表演，话务培训和呼叫中心工作匹配

No Telephone Learning Lab equipment is needed for Lab 1.

实验室1不需要电话学习设备

Students practice all the main skills learned in this curriculum's courses. They"

学员对在此教程中学到的所有主要技能，并进行练习，他们将

• Learn the Positive Reinforcement Peer Team Coaching Method\

掌握加强性同级小组积极训练法

• Learn how and when to use the Positive Reinforcement Coaching Instruments that focus on Course 2 Telephone Communication Skills

掌握如何以及什么时候使用侧重于课程2（电话沟通技能）的加强性同事小组积极训练手段。

• Learn how and when to use Positive Reinforcement Coaching Instrument that focus on Course 3 Inbound Call Handling

掌握如何以及什么时候使用侧重于课程2（电话沟通技能）的加强性同事小组积极训练手段。

Lab 2 - Student Internship Doing Live Calling for the School

培训实验室 3 - 学员在学校实习，做现场电话拨打的练习

Students prepare for the Lab 4 Internships by:
学员通过以下方式为培训实验室4的进一步练习做准备：

• Learning how to handle live calls by doing live calling projects for the school. Ideally they will do a calling project in each of the four Call Categories such as:

通过为学校的实际电话服务项目处理话务来学习如何现场电话的拨打接听方法。最理想

的情况是，他们从事的工作隶属以下四个话务类型

• Marketing - Survey businesses to identify Contact Center Internships
• 市场营销- 如：作为呼叫中心实习的商务调查
• Prospecting - Calls to invite people to tour the school
• 联系有潜力的客户 - 如：拨打电话来邀请大家参观学校
• Sales - To Alumni --selling the idea of donating to the school or selling tickets to a school function
• 销售 - 给校友打电话 --如：游说校友为学校捐赠，（也就是销售一种理念）或为学校的某种职能售门票
• Customer Service - Calls to enrolled students to welcome them to the school
• 客户服务- 致电给新生，欢迎他们到这个学校来学习

• Learning how to do Call Result Tracking using either the school's manual record management system or, if the school has Contact management software, they learn how to record call results using this computerized method.

学习如何使用学校的人工记录管理系统，来从事话务结果的跟踪。或者，如果学校有联系人管理软件的话，他们学习如何通过使用这些自动化的方法来记录通话结果。

Lab 3 - Student Internship at Contact Centers

培训实验室 3 - 学员在呼叫中心的见习期

Students will:

学员将学到：

• Experience working at Contact Centers doing call handling in the Career Path Position/they enjoyed the most in Lab 3 and that the job Match profile indicated they are best suited for and will find the highest job satisfaction

了解在呼叫中心从事呼叫中心职业路径上某个职位的实际体会，感受他们在培训实验室3最乐意做的工种。从他们性相匹配测试的显示结果，寻找最适合他们个性的工作。这样以来，学员能获得最大限度的工作满意度和成就感

• Learn how to do Call Result Tracking for the projects they handle. Most large Contact Centers are automated using a Contact Management program; however, some small projects are still done manually. The Contact Center will train the students TSRs in the use of their Call Tracking Methods.

学习如何在自己处理的项目进行呼叫结果跟踪。大部分规模较大的呼叫中心已通过联系人管理程序，实现自动化操作，然而，一些小项目还会使用手工操作。我们的呼叫中心将对有意从事客户服务代表的学员（TSR）展开电话跟踪方法的培训