Call Centre Training Package

WelcomeWelcomeNovember 8,2000November 8,2000

HEART Call Centre HEART Call Centre Information Session Information Session

------------------------------------------------ Centre D’appel COEUR Centre D’appel COEUR Session D’InformationSession D’Information

Learning Objective for Learning Objective for todaytoday

Understand the purpose and goals Understand the purpose and goals of the HEART Call Centre of the HEART Call Centre

Begin to understand how you Begin to understand how you benefit by participatingbenefit by participating

Understand how working with Understand how working with others can benefit youothers can benefit you

Take an active approach in your Take an active approach in your commitment to participatecommitment to participate

Heart Call Centre

GuidelinesGuidelines

Ask Questions throughout the sessionAsk Questions throughout the session Ideas come from many sourcesIdeas come from many sources Everyone has a valid opinionEveryone has a valid opinion Today you are receiving information Today you are receiving information

not instructionnot instruction Provide feedback: we want to make Provide feedback: we want to make

this something that benefits many of this something that benefits many of youyou

Heart Call Centre

What is a Call Centre? Inbound vs Outbound? What does HEART-COEUR stand for? Vision Statement What’s a Community Placement? Why Volunteer? How does this help my job search? What will I do in the Call Centre?

Heart Call Centre

Agenda

Who will I be working with?Who will I be working with? Will I receive any training?Will I receive any training? What are “soft skills”?What are “soft skills”? Experience is: …..Experience is: ….. Who benefits from the Call Who benefits from the Call

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

Call Centre Call Centre When do I start? When do I start? Heart Call Centre

Agenda

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

DiscussionDiscussion: : What do people think about What do people think about

when they hear these words?when they hear these words?


A place where people: A place where people: Communicate Communicate Actively NetworkActively Network Provide Customer Service Provide Customer Service

(usually on the phone) (usually on the phone) Can be designed to sell a product, Can be designed to sell a product,

ask for information (surveys..) or ask for information (surveys..) or provide a service to customers (1-provide a service to customers (1-800..)800..) Heart Call Centre


Inbound receive callsInbound receive calls Outbound make callsOutbound make calls

The HEART Call CentreThe HEART Call Centre will be an will be an outbound Call Centreoutbound Call Centre

Later, there may be opportunities to Later, there may be opportunities to include inbound calls as well. include inbound calls as well. Heart Call Centre

HEARTHEART Call Centre Call Centre“This call may lead to a job”“This call may lead to a job” HHelpingelping EEmployersmployers AAgenciesgencies RRecruitecruit TTalentalentA A heart to heartheart to heart

discussion about discussion about your employment your employment needs.needs.

Centre D’appel Centre D’appel COEURCOEUR

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

CCommuniquerommuniquer OOpportunitéespportunitées EEmploismplois UUtilisanttilisant nos nos RRessourcesessources humaines humaines

Écoute ton coeurÉcoute ton coeur Discussons vos Discussons vos besoins et laissons besoins et laissons nous trouver nous trouver des des solutionssolutions..

Vision StatementVision Statement

Provide resources to enable Provide resources to enable participants to acquire basic work participants to acquire basic work and soft skills, gain experience in and soft skills, gain experience in networking their skills to networking their skills to employers and make contacts for employers and make contacts for present and future employment.present and future employment.

Heart Call Centre

Call Centre BenefitsCall Centre Benefits

““Enhance your job search Enhance your job search efforts by connecting directly efforts by connecting directly

to employers” to employers”

Heart Call Centre

What’s a Community What’s a Community Placement?Placement?

Opportunity to gain work Opportunity to gain work experienceexperience

New skillsNew skills Network Network Obtain current work references to Obtain current work references to

add to your résumé add to your résumé Make contacts for present and Make contacts for present and

future employment.future employment. Heart Call Centre

Why Volunteer?Why Volunteer?

Acquire or strengthen skillsAcquire or strengthen skills Increase self-confidenceIncrease self-confidence Make new friendsMake new friends Contribute to your communityContribute to your community Explore different types of Explore different types of

employmentemployment Network with other job seekersNetwork with other job seekers Canadian work experienceCanadian work experience Heart Call Centre

How does this help my job search?

NetworkNetwork + + Self-confidence/CommunicationSelf-confidence/Communication Practice Practice Presentation skillsPresentation skills and and

Self-Marketing Self-Marketing Take an Take an active approachactive approach in job search in job search Work in cooperation with other job Work in cooperation with other job

seekersseekers Represent the Represent the HEARTHEART Call Centre Call CentreHeart Call Centre

Job Search Methods:Job Search Methods:

How do you look for work right How do you look for work right now?now?

Is it direct or indirect?Is it direct or indirect? Do you speak with many employers Do you speak with many employers

every day?every day? How often are you working on your How often are you working on your

communication skills rather than communication skills rather than just communicating?just communicating?

Heart Call Centre


LEARNING BY DOINGLEARNING BY DOING

Best Approach involves:Best Approach involves:

Hands-on experience and Hands-on experience and Practical application of skillsPractical application of skills

Heart Call Centre

HEART Call HEART Call CentreCentre

“ “Help to Uncover the Help to Uncover the Hidden Job MarketHidden Job Market” ”

Heart Call Centre

Part 2

What will I do in the Call What will I do in the Call Centre?Centre?

Learn how to research employmentLearn how to research employment Contact employers, other job seekersContact employers, other job seekers Ongoing TrainingOngoing Training Organizational/Time Management Organizational/Time Management

skillsskills Support Coaching MentoringSupport Coaching Mentoring Busy environmentBusy environment Activities include: Calling employers Activities include: Calling employers

who have posted positions through who have posted positions through Partners for JobsPartners for Jobs Heart Call Centre


Unique service to employers Unique service to employers

Help them succeedHelp them succeed

Find candidates for their Find candidates for their employment needsemployment needs

Heart Call Centre

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

Other job-seekers like yourself Other job-seekers like yourself Call Centre Coach to assist you and Call Centre Coach to assist you and

support yousupport you Employment Resource Centre staffEmployment Resource Centre staff When people work together When people work together

collectively, the results are always collectively, the results are always betterbetter Heart Call Centre

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

Yes Yes Full day Training includesFull day Training includes:: Soft skills theory Soft skills theory Communication skills Communication skills

(e.g.Voice delivery and tone)(e.g.Voice delivery and tone) Business EtiquetteBusiness Etiquette Enhance your job search methodsEnhance your job search methods

Heart Call Centre

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

Skills such as:Skills such as: Customer Service ExcellenceCustomer Service Excellence CommunicationCommunication Problem-SolvingProblem-Solving Self-assessmentSelf-assessment Work maintenance skillsWork maintenance skills Call Centre Business EtiquetteCall Centre Business Etiquette

Heart Call Centre


Job Search is very indirectJob Search is very indirect

How do clients now apply for How do clients now apply for employment?employment?

How can a job seeker become How can a job seeker become more visible?more visible?

Heart Call Centre

Experience is:Experience is:

We learn by doing--Let’s learn We learn by doing--Let’s learn together together

We want to share our knowledge and We want to share our knowledge and experiences experiences

We want to create a positive learning We want to create a positive learning environmentenvironment Heart Call Centre

Who benefits in this? Who benefits in this? WE ALL DOWE ALL DO:: You: You: Gain new skillsGain new skills Employers:Employers:

Courtesy Call & Free job Courtesy Call & Free job postingposting

Partners for Jobs:Partners for Jobs:

Job Posting ServiceJob Posting Service Cooperative approach:Cooperative approach:

Everyone contributes & Everyone contributes & benefitsbenefits Heart Call Centre


The HEART Call Centre The HEART Call Centre compliments job search compliments job search activities by providing activities by providing

opportunities to improve opportunities to improve marketing and networking marketing and networking

skillsskills Heart Call Centre

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

Call Centre Business EtiquetteCall Centre Business Etiquette Courtesy and respect while you’re Courtesy and respect while you’re

therethere Network actively with each other.Network actively with each other. Learn new skillsLearn new skills Challenge yourselfChallenge yourself Be open to new experiences and Be open to new experiences and

feedback feedback Heart Call Centre

When do I start?When do I start?

Training Dates being scheduled todayTraining Dates being scheduled today Please complete a participation form and Please complete a participation form and

speak with a Call Centre Coachspeak with a Call Centre Coach Take advantage of this great opportunityTake advantage of this great opportunity

Heart Call Centre

HEART Call Centre.. HEART Call Centre..

Information SessionInformation Session

Thank you very much for your Thank you very much for your feedback and attendance feedback and attendance

today.today.

Where did this idea come Where did this idea come from?from?

We wanted to create additional We wanted to create additional

Community Placement opportunities. Community Placement opportunities. One of several ideas that was One of several ideas that was

proposed to the Ministry of proposed to the Ministry of Community and Social ServicesCommunity and Social Services

Heart Call Centre

What does HEART stand for?What does HEART stand for?

Helping Helping Employers and Employers and Agencies Agencies Recruit Recruit Talent.Talent.

Heart Call Centre

What does COEUR stand What does COEUR stand for?for?

CommuniquerCommuniquer

OpportunitéesOpportunitées

Emploi Emploi

UtilisantUtilisant

Ressources Ressources humaineshumaines

Heart Call Centre

Documents

Call Centre Training Package