ON-THE-JOB TRAINING BLUEPRINT

Transcription

1 ON-THE-JOB TRAINING BLUEPRINT SUPERVISOR MODULE BUILDING EFFECTIVE CALL CENTRE WORK TEAMS Developed in collaboration with Customer Service Transformation Pte Ltd Copyright Singapore Productivity and Standards Board All rights reserved. No part of this publication may be produced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without prior written permission.

2 DEPARTMENT ON-THE-JOB TRAINING CURRICULUM Supervisor UNIT DIVISION Customer Service TRAINING MODULE Building Effective Call Centre Work Teams TOTAL TASKS 4 TOTAL HOURS 52 SN MAIN TASKS HOURS 2 4 GATHER, CONVEY AND RECEIVE INFORMATION AND IDEAS DEVELOP TRUST AND CONFIDENCE BUILD AND MAINTAIN NETWORKS AND RELATIONSHIPS MANAGE DIFFICULTIES TO ACHIEVE POSITIVE OUTCOMES 24 2 PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE

3 2 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS 4 TASK NUMBER GATHER, CONVEY AND RECEIVE INFORMATION AND IDEAS. Gather information on team performance from Call statistics Customers feedback Call audit scores Observations made while walking around and observing team members at work 2. Call weekly operational meeting with team members. Discuss Operational issues Performance of call statistics Any difficulties faced during week. Identify areas for improvement 4. Suggest solutions Assess risks Explore feasibility Determine appropriate action to implement Encourage feedback from team members Facilitate discussion Be open to different ideas from team members Facilitate discussion Information on work performance is correctly gathered New ideas and approaches to improve work are sought Knowledge Company mission, values, objectives and policies Call statistics Customers feedback Call audit scores Individual diversity Methods of communication Skills Gathering information and ideas Analysing information and ideas Identifying products and services for improvement Facilitating discussion Explain & Ddemonstrate Procedures for gathering, conveying and receiving information and ideas Conducting quality improvement meetings Skills Practice Trainee to analyse information collected and identify product or service for improvement Manager to review and give feedback Implement solution

4 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS 4 TASK NUMBER 2 2 DEVELOP TRUST AND CONFIDENCE. Set project deliverables and milestones Assign task to individual team member Set project deadline 2. Call regular meeting to update progress of project Acknowledge contribution made by team members Link and show significance of individual contribution to overall improvement. Monitor performance of team members against set datelines and deliverables Resolve conflicts if any Let team members see big picture and importance of each member s contribution to project Positive relationships are maintained with team members Knowledge Company standards in developing and maintaining positive relationships Role and responsibilities of supervisor Skills Managing projects Supervising team members Mentoring, coaching and counselling team members Maintaining positive and effective work team Explain & Demonstrate Developing trust and confidence Skills Practice Trainee to develop a work plan to build an effective work team Manager to review and give feedback 2 4. Mentor, coach and counsel team member where work standards are below par Maintain competent performance for all team members

5 4 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS 4 TASK NUMBER BUILD AND MAINTAIN NETWORKS AND RELATIONSHIPS. Identify networks or colleagues from other departments that are able to assist in Providing vital information Resolving specific issues Network to other probable sources 2. Approach network or colleague. Work together to resolve problem 4. Acknowledge their contributions as appropriate Build rapport Present problem Proactive in building and maintaining networks and relationships Knowledge Company policies, procedures, guidelines, culture and value, mission, business goals and standards Networking Best practice and benchmarking techniques Skills Building and maintaining networks and relationships Identifying products and services for improvement Explain & Demonstrate Networking and developing effective partnerships Skills Practice Trainee to develop a work plan to build effective partnerships with others Manager to review and give feedback

6 5 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS 4 TASK NUMBER 4 4 MANAGE DIFFICULTIES TO ACHIEVE POSITIVE OUTCOMES. Compare achievement of tasks against project deliverables and milestones Individual team members Team 2. Identify and analyse reasons for shortfall. Take corrective action 4. Guide, support and coach team members where applicable 5. Re-assign tasks or seek help from higher authority if difficult situation arises Achieve acceptable results Problems are identified and actions are taken to achieve positive outcomes Knowledge Company mission, values, objectives and policies Company quality and continuous improvement processes and standards Skills Identifying and analysing problems Taking corrective actions Handling conflicts Coaching and mentoring team members Explain & Demonstrate Approaches to managing difficult situations Skills Practice Trainee to develop a work plan to build an effective work team Manager to review and give feedback

7 6 Supervisor ON-THE-JOB TRAINING SCHEDULE TRAINING From PERIOD To TOTAL TASKS 4 DEPARTMENT INSTRUCTOR S NAME TELEPHONE Customer Service UNIT DIVISION INSTRUCTOR S NUMBER OF TRAINEES SN TASKS TRAINEE S NAME TRAINING SCHEDULE Gather, convey and receive information and ideas 2 Develop trust and confidence Build and maintain networks and relationships 4 Manage difficulties to achieve positive outcomes TOTAL TRAINING HOURS OVERALL ASSESSMENT REMARKS DATE TIME DURATION (Hr) DATE TIME DURATION (Hr) DATE TIME DURATION (Hr) PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE *Performance rating (PR): A - Very good B - Good C - Satisfactory D - Inadequate

8 7 ON-THE-JOB TRAINING LOG BOOK TRAINEE S NAME DIVISION Customer Service Supervisor INSTRUCTOR S NAME UNIT INSTRUCTOR S DEPARTMENT TELEPHONE SN Main Tasks Gather, convey and receive information and ideas Training Date Training Time From To Total 24 Trainee Signature Instructor 2 Develop trust and confidence 2 4 Build and maintain networks and relationships Manage difficulties to achieve positive outcomes PREPARED BY APPROVED BY OVERALL DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE HOURS 52 *Performance rating (PR): A - Very good B - Good C - Satisfactory D Inadequate

9 ON-THE-JOB TRAINING BLUEPRINT CUSTOMER SERVICE SUPERVISOR MODULE DEVELOPING LEARNING CULTURE IN CALL CENTRE TEAM Developed in collaboration with Customer Service Transformation Pte Ltd Copyright Singapore Productivity and Standards Board All rights reserved. No part of this publication may be produced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without prior written permission.

10 ON-THE-JOB TRAINING CURRICULUM Customer Service Supervisor DEPARTMENT Customer Service UNIT DIVISION - - TRAINING MODULE Developing Learning Culture in Call Centre Team TOTAL TASKS 4 TOTAL HOURS 4 SN MAIN TASKS HOURS 2 4 PROVIDE LEARNING OPPORTUNITIES ASSESS WORKPLACE COMPETENCE FACILITATE LEARNING MONITOR AND IMPROVE LEARNING EFFECTIVENESS 24 PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE

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12 2 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER - SUPERVISOR CUSTOMER SERVICE 4 PROVIDE LEARNING OPPORTUNITIES. Call for meeting with team members to share performance on:- Customers feedback Call statistics Call audit scores Survey results 2. Analyse and discuss problems and issues Productivity Efficiency Error rate Customer satisfaction. Analyse individual s and team s performance to identify training needs 4. Feedback to individual and team on performance 5. Develop training plan for individual and team 6. Submit training need analysis for individuals and team and the training plan for approval Conduct monthly meetings with team on overall performance Facilitate discussion Encourage team members to participate in discussion Complete developing learning opportunities within 4 hours Facilitate learning and problem resolutions with team members Knowledge Enterprise mission, business goals and standards Organisational principles and practices Enterprise training policy Training plans Skills Training needs analysis Planning for contingency Identifying products and services for improvement or learning opportunities Facilitating discussion Explain and Demonstrate Procedure for developing learning opportunities Importance of continuously improving products and services Different types of products and services Enterprise mission, business goals and standards Skills Practice Provide trainee with -5 times practice Facilitate learning opportunity and problem resolution Develop contingency plan Develop plan to meet operational needs when staff are unavailable due to training Extended shifts Route calls to other teams/call centre Adjust staff scheduling

13 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER - SUPERVISOR CUSTOMER SERVICE ASSESS WORKPLACE COMPETENCE. Develop audit plan/ schedule to assess workplace competence 2. Develop audit checklist based on: Work standards Performance criteria Procedures. Use audit checklist to assess workplace competence 4. Feedback to staff performance in Service delivery Product knowledge Adherence to procedures Others Objective assessment based on demonstration of competence. Method of assessment can be Side by side audit Remote audit Passive audit by listening into past recordings Complete assessment of workplace competence within 2 hours Conduct workplace assessment with integrity and communicate performance and action plans Knowledge Organisation s mission and business goals Product and service - Current process - Performance indicators - Targets Skills Conducting workplace assessment Giving feedback Coaching, mentoring and counselling team members Handling conflicts Explain and Demonstrate Procedure for assessing workplace competence Importance of giving feedback Enterprise mission, business goals and standards Skills Practice Provide trainee with -5 times practice Conduct workplace assessment and develop action plan for staff with below par performance 5. Suggest action plan and gain agreement with staff with below par performance Coach and mentoring Reassess Frequent call audits Assign buddy

14 4 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER - SUPERVISOR CUSTOMER SERVICE 4 FACILITATE LEARNING. Call for meeting with team members to share performance on: Customers feedback Call statistics Call audit scores Survey results 2. Facilitate learning by comparing individual and team performance to Best Practice KPIs Exception handling resulting in customer satisfaction. Identify performance gaps 4. Coach and mentor team members to develop their skills, knowledge and attitudes 5. Identify model worker who has achieved good performance Customer compliments KPIs Positive attitude and behaviours Conduct monthly meetings to discuss problems faced at work and difficulties meeting KPIs Examples must help meet objective of learning and continuous improvement opportunity Complete facilitating learning within 2 hours Proactively facilitate learning through sharing and problem resolution Knowledge Learning strategies Continuous improvement techniques and process Performance mentoring practices Best practice and benchmarking techniques Enterprise policies, procedures, guidelines, culture and values, mission, business goals and standards Skills Communication Giving feedback Facilitating discussions Identifying products and service for continuous improvement Explain & Demonstrate Procedure for facilitating learning Importance of continuously improving products and services Enterprise mission, business goals and standards Skills Practice Provide trainee with -5 times practice Facilitate learning through constant review of performance and identifying continuous improvement opportunity 6. Recognise individual and team achievement through Public recognition and presentation of award Publicity of achievement via newsletters, posters, etc

15 5 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER - SUPERVISOR CUSTOMER SERVICE MONITOR AND IMPROVE LEARNING EFFECTIVENESS. Collect information on team performance Customers feedback Call statistics Call Audit Score 2. File information collected accordingly By month By team By individual (personal file). Seek team member feedback on problem faced 4. Identify continuous improvement opportunity 5. Develop action plan on team members with below par performance Coach and mentoring Reassess Frequent call audits Assign buddy At work or any difficulty in meeting key performance indicators Monitor and improve learning effectiveness within 2 hours Monitor, adjust and implement action plan to improve learning effectiveness Knowledge Performance monitoring practices Continuous improvement techniques and processes Best practices and benchmarking techniques Learning strategies Skills Communication Giving feedback Explain & Demonstrate Procedure for monitoring and improving learning effectiveness Importance of collecting data Different methods of filing Enterprise mission, business goals and standards Skills Practice Provide trainee with -5 times practice Trainee to monitor performance and take action for improvement 6. Negotiate with training specialists to customise training programme according to Nature of work Operational environment Customer base Training programmes to incorporate common operational examples, case studies and jargons used by team members

16 DEPARTMENT ON-THE-JOB TRAINING CURRICULUM Customer Service Officer Call Centre UNIT DIVISION Customer Service TRAINING MODULE Facilitating Call Centre Work Team Activities TOTAL TASKS 4 TOTAL HOURS 4 SN MAIN TASKS HOURS 2 4 PARTICIPATE IN TEAM PLANNING DEVELOP TEAM COMMITMENT AND COOPERATION PARTICIPATE IN AND FACILITATE WORK TEAM MANAGE AND DEVELOP TEAM PERFORMANCE 6 6 PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE

17 2 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER CUSTOMER SERVICE CALL CENTRE 4 PARTICIPATE IN TEAM PLANNING. Collect enterprise goals and objectives from manager 2. Establish team goals, targets, roles and responsibilities. Update team performance plan to align with enterprise plans 4. Establish or maintain Daily Reports, Monthly Reports, Call Recording System, monitoring software for team performance achievement, yearly appraisal and process of managing complaints Able to participate in team planning to achieve team effectiveness Knowledge Characteristics of team Roles of team leader Leader Coach Facilitator Participant Performance plan Vision, mission, goals and objectives Strategies Outcomes Priorities Performance indicators and measures Responsibilities and accountability Explain How participating in team planning leads to performance plans Organisational culture towards team activities Individual effectiveness and group effectiveness development Worksheets -2 Skills Practice Trainee to practise at least 5 times 5. Monitor and identify strengths of members of team to maximise on them Motivate and encourage development in weak areas Skills Using computer systems and applications Facilitating teams

18 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER CUSTOMER SERVICE CALL CENTRE DEVELOP TEAM COMMITMENT AND COOPERATION. Use various approaches for open communication Discussion Brainstorming system Workshops Communication Sessions Newsletters 2. Listen to problems brought up by team members. Explore possible solutions from team members 4. Review solutions for decision making 5. Share and highlight effective practices with team members 6. Conduct out of office activities to encourage bonding and mutual understanding through travels and workshops Able to develop team commitment and cooperation in achieving goals set by organisation Knowledge Cooperative working environment Client centred Utilise varied skills of members Problem-solving oriented Encourage listening Encourage learning of new ideas Respect of members Skills Team building Active listening Communication Counselling Team relationship Objectives setting Delegation Participative decision making Explain Importance of open communication How team can use outdoor activities to develop cooperation Type of support that can be given to members Skills Practice Trainee to practise at least goal achievement 6 7. Look out for signs of problems among team members

19 4 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER CUSTOMER SERVICE CALL CENTRE 4 PARTICIPATE IN AND FACILITATE WORK TEAM. Make arrangements to allow team members time to participate in social activities such as member s birthdays 2. Arrange for activities such as team building workshops, to encourage team learning/ communication Able to participate in and facilitate work team to achieve goals or targets set by organisation Knowledge Team communication Types of communication Formal Informal Team conflict Types Causes Conflict resolutions Explain Importance of group/ team effectiveness Skills Practice Trainee to practise at least 4 times. Share good news, compliments, from customers and best practices through notice board, in-house newsletter and Recommend members who take on additional task for merits in their appraisal List individual names of team members Skills Team building Active listening Communication Counselling Team relationship Objectives setting Delegation Participative decision making 5. Propose training for members for actions that show short comings/lack of knowledge 6. Provide assistance with goal setting for improvement and seek commitment 7. Seek assistance from other departments such as training, sales (update on promotions), products (marketing) to facilitate/ enhance team s performance in delivering service that meets customer expectations

20 5 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER CUSTOMER SERVICE CALL UNIT MANAGE AND DEVELOP TEAM PERFORMANCE. Provide support on decisions made by teams through communication or agreement with external parties 2. Review reports and information related to team performance such as productivity, attendance and complaints/ compliments Daily, weekly and monthly Able to develop team commitment and cooperation in achieving work team activities Knowledge Cooperative working environment Client centred Varied skills of members Problem-solving Listening Learning new ideas Respect of members Explain Importance of developing work team Mentoring and coaching to enhance team development Skills Practice Trainee to practise at least 5 times 6. Moderate goals or make changes to work group if results do not contribute positively to enterprise business plans 4. Identify short comings in skills and knowledge of team members 5. Provide training support on short comings Mentoring, coaching, external training and partnering with buddies Skills Team building Active listening Communication Counselling Team relationship Objectives setting Delegation Participative decision making 6. Measure and provide information to team on their performance/results achieved. Provide feedback on team performance 7. Monitor and review task assigned to members. Provide incentives, rewards and recognition for goals achieved

21 Worksheet Weekly Inbound Call Category Week: Category Total % Product pricing plans % Product Value Added Service (VAS) 6.4% Speak to staff at showroom % Renting of equipment % Billing enquiry 6.4% Activation of services 2 7.9% Applying for services.7% Enquiry on purchase product equipment from private vendors 6 2.% Manufacturer s contact numbers such as Kenwood, Philips, Toshiba etc 0.92% Pick up reservation 2.2% Wrong queries pertaining to other vendors 6 2.% Checking promotions, stocks and prices from private vendors % Transfer ownership procedure 2.2% In-house point Rewards & NTUC link cards % GRAND TOTAL (FOR THE WEEK) % 6

22 Worksheet 2 Monthly Telephone Performance Year Month Dec-00 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Number of days Calls Offered 44,77,544 24,99 2,090 04,64 0,645 9,049 90,66 4,5 74,52 75,702 70,02 64,67 ACD Calls 7,00,24,62 20,22 0,742 00,606,656,654 2,44 72,75 7,277 67,2 6,7 Average Call Offered Per Day 4,670 4,7 4,46,97,47,4,05 2,925 2,720 2,404 2,442 2,4 2,06 Average Call Answered Per Day 4,420 4,0 4,244,7,9,245 2,955 2,60 2,659 2,47 2,64 2,244,97 Total Calls Abandoned 7,74 7,0 6,067 2,5 2,72,09 2,9 2,007,90,770 2,425 2,9,506 Average Abandoned Time % of Abandoned Call 5.% 5.4% 4.9% 2.% 2.7% 2.9% 2.6% 2.2% 2.% 2.4%.2% 4.2% 5.4% % Answered 94.65% 94.69% 95.4% 97.6% 97.25% 97.07% 97.7% 97.79% 97.75% 97.62% 96.0% 96.76% 94.5% Service Level <5secs Calls answered within 5 sec. 22,040 4,690 05,40,5 97,69 94,520,904 5,9 0, 70,795 6,2 60,460 5,05 Target Average ACD Time Average ACW Time Longest Waiting Time Average Waiting Time Total Full Time Staff No. of Permanent Staff No. of Part-time/ Contract Staff No. of Temps No. of Staff on Overtime

23 Customer Service Officer ON-THE-JOB TRAINING SCHEDULE TRAINING From PERIOD To TOTAL TASKS 4 DEPARTMENT INSTRUCTOR S NAME TELEPHONE UNIT Customer Service DIVISION INSTRUCTOR S NUMBER OF TRAINEES SN TASKS TRAINEE S NAME TRAINING SCHEDULE DATE TIME TOTAL TRAINING HOURS DURATION (Hr) Participate in team planning 2 Develop team commitment and cooperation Call Centre Participate in and facilitate work team 4 Manage and develop team performance OVERALL ASSESSMENT REMARKS DATE TIME DURATION (Hr) DATE TIME DURATION (Hr) PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE *Performance rating (PR): A - Very good B - Good C - Satisfactory D - Inadequate

24 9 ON-THE-JOB TRAINING LOG BOOK TRAINEE S NAME DIVISION Customer Service Officer INSTRUCTOR S NAME UNIT Customer Service INSTRUCTOR S DEPARTMENT Call Centre TELEPHONE SN Main Tasks Training Date Training Time From To Total Trainee Signature Instructor Participate in team planning 2 Develop team commitment and cooperation 6 Participate in and facilitate work team 4 Manage and develop team performance 6 PREPARED BY APPROVED BY OVERALL HOURS 4 DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE *Performance rating (PR): A - Very good B - Good C - Satisfactory D Inadequate

25 ON-THE-JOB TRAINING BLUEPRINT SUPERVISOR MODULE FACILITATING CHANGE AND INNOVATION Developed in collaboration with Customer Service Transformation Pte Ltd Copyright Singapore Productivity and Standards Board All rights reserved. No part of this publication may be produced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without prior written permission.

26 DEPARTMENT ON-THE-JOB TRAINING CURRICULUM Supervisor UNIT DIVISION Customer Service TRAINING MODULE Facilitating Change and Innovation TOTAL TASKS TOTAL HOURS 40 SN MAIN TASKS HOURS 2 PARTICIPATE IN PLANNING THE INTRODUCTION OF CHANGE DEVELOP CREATIVE AND FLEXIBLE APPROACHES AND SOLUTION MANAGE EMERGING CHALLENGES AND OPPORTUNITIES. Manage performance of team.2 Monitor progress of plan 24 PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE

27 2 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER PARTICIPATE IN PLANNING THE INTRODUCTION OF CHANGE. Call for meeting with team members to develop plan for change and improvement State agenda Clarify product or service that need improvement or reduction in cost 2. Explain organisation s mission, goals and standards. Explain organisation s continuous improvement processes 4. Explain need for change 5. Identify, discuss and brainstorm factors which can improve productivity and/or reduce cost People Tasks Structure Technology. 6. Obtain understanding of current situation for product or service Issues Problems Processes. Select team members with appropriate skills and mindset Encourage team members to contribute Encourage team members to contribute Organisation objectives and plan to introduce change are clearly explained to team members before implementation Knowledge Organisational mission, business goals and standards Organisational policies, guidelines, plans and processes relating to change Operating environment Continuous improvement techniques and processes Products and services - Current processes - Performance indicators - Targets Roles and responsibilities of team leader Skills Identifying products or services for change Selecting team members Developing strategies to introduce change Introducing change Involving team members in developing plan for change Negotiation Handling conflicts Emphasise Importance of explaining organisation s objectives and plan in introducing change to team members Explain & Demonstrate Roles and responsibilities of team leader Planning introduction of change Skills Practice Trainee to identify an organisational product or service for improvement in productivity and/or reduction in cost Manager to review and give feedback 24

28 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER 2 2 DEVELOP CREATIVE AND FLEXIBLE APPROACHES AND SOLUTION. Discuss plan for change and improvement with team Explore alternative approaches to dealing with issues, problems and processes Assess risks Identify benefits or advantage Identify resources required - Team members - Finance - Physical resources Rank options based on risks, benefits and resource requirements 2. Get agreement from team members. Set expected deadline to complete plan for change 4. Submit to management Proposal of plan for change Expected deadline to achieve targets 5. Obtain agreement from management 6. Set performance indicators Plan is in accordance with organisation goals, strategies and plan Encourage team members to contribute ideas for change and improvement Plan for change and improvement is developed in accordance with organisational goals, strategies and plans Knowledge Organisation s mission, business goals and standards Organisation policies, procedures, guidelines, culture and values Roles and responsibilities of team leader Continuous improvement techniques and processes Resource planning Change management and contingency plans Best practices and bench-marking techniques Key performance indicators Skills Discussing plan for change and improvement Encouraging team members to contribute ideas for change and improvement Identifying resources Setting key performance indicators Emphasise Importance of involving team members in contributing ideas for change and improvement Explain & Demonstrate Developing plan for change and improvement Skills Practice Trainee to develop a plan to improve productivity and or reduction in cost Manager to review and give feedback

29 4 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER.. MANAGE EMERGING CHALLENGES AND OPPORTUNITIES Manage performance of team. Discuss and/or review expectations, roles and responsibilities Team Supervisor Individual team members 2. Identify coaching and mentoring needs of team members to handle change. Conduct coaching and mentoring of team members 4. Monitor team performance Analyse call statistics Audit scoring Walk around and observe team members at work Coach and counsel team member whose work standards are deemed unacceptable Provide positive feedback for good work performance Encourage team and individuals to take responsibility for their work Develop new or varied competencies to handle change effectively and efficiently Team members are coached, mentored and counselled to handle change effectively and efficiently Knowledge Roles and responsibilities of team leader Coaching, mentoring and counselling Performance monitoring practices Change management and contingency plans Best practices and bench-marking techniques Key performance indicators Skills Identifying coaching and mentoring needs of team members Conducting coaching, mentoring and counselling Monitoring performance Providing feedback Analysing results Reviewing targets Identifying opportunities for further improvement Emphasise Importance of identifying and conducting coaching and mentoring of team members Importance of giving feedback to team members Explain & Demonstrate Monitoring performance of team Monitoring progress of plan Skills Practice Trainee to implement plan to improve productivity and or reduction in cost Manager to review and give feedback 5. Conduct regular meetings with team Gather feedback Share progress of plan Discuss achievement of targets Discuss problem and examine solution Discuss changes to plan

30 5 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER.2.2 Monitor progress of plan. Gather information/ statistics relating to change implemented 2. Analyse and organise information During and at end of implementation phase Analyse improvement in product or service and cost savings Identify reasons for under achievement. Compare current performance against performance indicators and previous performance 4. Identify opportunities for further change 5. Discuss performance results with team members Update team members on current performance Discuss opportunities for further change Review and revise performance indicators if necessary Get agreement from team members Encourage team members to participate actively in discussion

31 6 Supervisor ON-THE-JOB TRAINING SCHEDULE TRAINING From PERIOD To TOTAL TASKS DEPARTMENT INSTRUCTOR S NAME TELEPHONE UNIT DIVISION Customer Service INSTRUCTOR S NUMBER OF TRAINEES SN TASKS TRAINEE S NAME TRAINING SCHEDULE 2 Participate in Develop planning the creative and introduction flexible of change approaches and solution Manage emerging challenges and opportunities TOTAL TRAINING HOURS OVERALL ASSESSMENT REMARKS DATE TIME DURATION (Hr) DATE TIME DURATION (Hr) DATE TIME DURATION (Hr) PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE *Performance rating (PR): A - Very good B - Good C - Satisfactory D - Inadequate

32 7 ON-THE-JOB TRAINING LOG BOOK TRAINEE S NAME DIVISION Customer Service Supervisor INSTRUCTOR S NAME UNIT INSTRUCTOR S DEPARTMENT TELEPHONE SN 2 Main Tasks Participate in planning the introduction of change Develop creative and flexible approaches and solution Manage emerging challenges and opportunities Training Date Training Time From To Total 24 Trainee Signature Instructor PREPARED BY APPROVED BY OVERALL DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE HOURS 40 *Performance rating (PR): A - Very good B - Good C - Satisfactory D Inadequate

33 ON-THE-JOB TRAINING BLUEPRINT CUSTOMER SERVICE OFFICER MODULE INTERROGATING SPECIFIC ORGANISATION SYSTEMS Developed in collaboration with Customer Service Transformation Pte Ltd Copyright Singapore Productivity and Standards Board All rights reserved. No part of this publication may be produced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without prior written permission.

34 DEPARTMENT ON-THE-JOB TRAINING CURRICULUM Customer Service Officer Customer Service UNIT DIVISION - - TRAINING MODULE Interrogating Specific Organisation Systems TOTAL TASKS 4 TOTAL HOURS 49 SN MAIN TASKS HOURS 2 4 ACCESS A RANGE OF ENTERPRISE BUSINESS SYSTEM. Set up work place.2 Analyse customer's request. Access enterprise system.4 Identify possible source of information DETERMINE AND LOCATE INFORMATION ENTER OR MODIFY DATA TO PROVIDE COMPLEX CUSTOMER NEEDS IDENTIFY AND RECTIFY SYSTEM INFORMATION AND PROCESSING ERRORS PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE

35 2 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER - CUSTOMER SERVICE ACCESS A RANGE OF ENTERPRISE BUSINESS SYSTEMS Access core system. Switch on computer 2. Select customer information system. Input user identification number and password 4. Process work accordingly Icons for selection will appear Navigate to locate interface between core business systems if necessary Use individual identification number and password Based on work to be done Complete accessingaccess a range of enterprise business systems in 5 minutes Knowledge Operating system and technology Enterprise business system and operating platforms Enterprise policies, standards, procedures and guidelines Types of information Skills Software application Using computer keyboard Navigating computer Analytical Explain & Demonstrate Procedure for accessing a range of enterprise business systems Skills Practice Provide trainee -5 times practice 4 5. Log out from system Log out at end of day when work is done

36 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER - CUSTOMER SERVICE Navigate screen to locate display and information. Receive call from customer 2. Ask customer purpose for calling. Listen to customer 4. Understand and determine request 5. Ask for customer information Name Account number Use organisation's standard greeting Paraphrase if necessary 6. Select appropriate icon to open system 7. Key in customer s account number and press enter. Check customer's name

37 4 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER - CUSTOMER SERVICE DETERMINE AND LOCATE INFORMATION. Ask customer appropriate questions 2. Understand nature of inquiry. Access appropriate system 4. Select appropriate icon to open system 5. Key in customer s account number and press enter 6. Check customer's name 7. Enter appropriate code to access information for customer Put customer on hold if request can be met within one minute Ask customer permission to call back if request takes longer than one minute Question should help to determine nature of inquiries Icons are displayed on screen Based on work to be done Customer's name must appear as given in task.2 Appropriate screen will appear Check hard copy if information cannot be found Refer to appropriate person if hard copy cannot be found Determine and locate information in 5 minutes Knowledge Operating system and technology Components of computer Enterprise business system and operating platform Enterprise policies, standards, procedures and guidelines Enterprise mission, business goals and standards, culture and values Skills Reading information Using computer keyboard Navigating computer Analytical and thinking Software application Editing and updating file Sourcing for information Explain & Demonstrate Procedure for determining and locating information Skills Practice Provide trainee -5 times practice 4. Analyse information 9. Respond to customer accordingly

38 5 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER - CUSTOMER SERVICE - 4 ENTER OR MODIFY DATA TO PROVIDE COMPLEX CUSTOMER NEEDS. Select appropriate codes Entering information for storage Modify existing records, if necessary Define order types for provision of products and services. Process work accordingly 4. Check transaction for accuracy Based on work to be done Enter or modify data to provide complex customer needs in 5 minutes Knowledge Operating system and technology Enterprise business system and operating platforms Enterprise policies, standards, procedures and guidelines Enterprise mission, business goals and standards, culture and values Explain & Demonstrate Procedure for entering or modifying data to provide complex customer needs Skills Practice Provide trainee -5 times practice 4 5. Log out from system Identification number and password must be cleared Skills Reading and written communication Computer keyboard Navigating computer Analytical Software application Proof reading and editing Data entry

39 6 UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER CUSTOMER SERVICE OFFICER - CUSTOMER SERVICE IDENTIFY AND RECTIFY SYSTEM INFORMATION AND PROCESSING ERRORS. Identify and study error Customer's record System 2. Analyse impact of error on data system Extent of error Impact on customer Impact on enterprise. Determine impact or error on customer and enterprise Customer satisfaction Enterprise image Loss of customer Revenue loss 4. Consult supervisor as appropriate if it is system error 5. Rectify error and verify accuracy before completing transaction Based on errors rectified Identify and rectify system information and processing errors in 5 minutes Knowledge Operational system and technology Enterprise business system and operating platforms Enterprise policies, standards, procedures and guidelines Enterprise mission, business goals and standards, culture and values Skills Reading and written communication Computer keyboard Computer navigation Analytical and thinking Software application Editing and updating Sourcing for information Explain & Demonstrate Procedure for identifying and rectifying system information and processing errors Skills Practice Provide trainee -5 times practice 7 6. Inform customer of action to be taken to rectify problem when necessary Type of error Corrective action to be taken Time frame for completion Seek customer's agreement to carry out rectification 7. Discuss with supervisor recommendation for procedural changes if necessary Recommendations are usually discussed during team meetings

40 7 Customer Service Officer ON-THE-JOB TRAINING SCHEDULE TRAINING From PERIOD To TOTAL TASKS DEPARTMENT Customer Service INSTRUCTOR S NAME TELEPHONE UNIT DIVISION INSTRUCTOR S NUMBER OF TRAINEES SN TASKS TRAINEE S NAME TRAINING SCHEDULE Access a range of enterprise business system 2 Determine and locate information Enter/ modify data to provide complex customer needs 4 Identify & rectify system information & processing errors TOTAL TRAINING HOURS OVERALL ASSESSMENT REMARKS DATE TIME DURATION (Hr) DATE TIME DURATION (Hr) DATE TIME DURATION (Hr) PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE *Performance rating (PR): A - Very good B - Good C - Satisfactory D - Inadequate

41 ON-THE-JOB TRAINING LOG BOOK TRAINEE S NAME DIVISION - Customer Service Officer INSTRUCTOR S NAME UNIT - INSTRUCTOR S DEPARTMENT Customer Service TELEPHONE SN Main Tasks Access a range of enterprise business system Training Date Training Time From To Total 4 Trainee Signature Instructor 2 Determine and locate information 4 4 Enter or modify data to provide complex customer needs Identify and rectify system information and processing errors 4 7 PREPARED BY APPROVED BY OVERALL DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE HOURS 49 *Performance rating (PR): A - Very good B - Good C - Satisfactory D - Inadequate

42 ON-THE-JOB TRAINING BLUEPRINT SUPERVISOR MODULE LEADING STAFF TO ACHIEVE BUSINESS OBJECTIVES Developed in collaboration with Customer Service Transformation Pte Ltd Copyright Singapore Productivity and Standards Board All rights reserved. No part of this publication may be produced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without prior written permission.

43 ON-THE-JOB TRAINING CURRICULUM DEPARTMENT Supervisor UNIT DIVISION Customer Service TRAINING MODULE Leading Staff to Achieve Business Objectives TOTAL TASKS TOTAL HOURS 9 SN MAIN TASKS HOURS DEMONSTRATE HIGH STANDARDS OF MANAGEMENT PERFORMANCE. Establish organisation s goals and objectives.2 Discuss team plan. Develop action plan for each task 70 2 ENHANCE ORGANISATION S IMAGE 4 INFLUENCE INDIVIDUALS AND TEAMS POSITIVELY 7 The Element of Competence Make Informed Decisions has been incorporated within the above main tasks. PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE

44 2 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER DEMONSTRATE HIGH STANDARDS OF MANAGEMENT PERFORMANCE Explain organisation s goals and objectives Discuss team plan. Call for meeting with team members to develop a team plan 2. Explain organisation s goals and objectives. Explain team roles and responsibilities to meet organisation s goals Supervisor Team members. Identify mission of team plan 2. Break down team plan into various objectives. Specify key tasks in each objective 4. Identify resources required Team members Finance Physical resources Align with organisation s mission, goals and standards Break down into small byte size Performance plans are developed and implemented in accordance with organisation s goals and objectives Knowledge Organisation s mission, business goals and standards Organisation policies, procedures, guidelines, culture and values Roles and responsibilities of team leader Continuous improvement techniques and processes Leadership styles and characteristics Team plan and goals Action plan for individual tasks Key performance indicators Skills Setting team goals Developing strategies to achieve team goals Setting key performance indicators Involve team in establishing team goals Communicating expectations to team Explain & Demonstrate Roles and responsibilities of team leader Skills Practice Trainee to develop a team plan Trainee to develop individual plan for task identified in team plan Manager to review and give feedback on development of team plan 70

45 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER.. Develop action plan for each task. Gather information relevant to plan 2. Analyse and organise information. Discuss action plan with team Examine options Assess risks Determine preferred courses of action Get agreement from team members 4. Discuss expectations, roles and responsibilities Team Supervisor Individual team members 5. Get agreement from team members 6. Set performance indicators 7. Set implementation date. Set deadline to complete task Performance plans are in accordance with organisational goals and objectives Encourage team members to participate actively in decision making Encourage team and individuals to take responsibility for their work Within team and organisation s business plans

46 4 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER 2 2 ENHANCE ORGANISATION S IMAGE. Monitor team performance Walk around and observe team members at work Coach and counsel team member whose work standards are deemed unacceptable Give positive feedback for good work performance 2. Conduct regular meetings with team Gather feedback Discuss progress of project Discuss problems and examine solutions. Brief team members Updates affecting team plan Decisions affecting team Changes to action plan 4. Track team progress Team s operational activities are aligned with organisation s mission, goals and standards Promote organisation s culture and value within team Information is communicated to team in a timely and clearly manner Meet time-line of project Organisation standards and values are used in conducting business Knowledge Organisation s mission, business goals and standards Organisation policies, procedures, guidelines, culture and values Roles and responsibilities of team leader Leadership styles and characteristics Types of feedback Problem solving techniques Skills Leading team s operational activities to align with organisation s mission, goals and standards Promoting organisation s culture and values within team Communicating with team members Giving feedback Applying problem solving techniques to facilitate team activities Explain & Demonstrate Implementing team plan Skills Practice Trainee to implement team plan Manager to review and give feedback on implementation of team plan 4

47 5 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS TASK NUMBER INFLUENCE INDIVIDUALS AND TEAMS POSITIVELY. Gather information on implementation of team plan 2. Analyse and organise information. Recognise team effort and contribution for successful implementation of action plan/team plan Show appreciation of effort and contribution from team members Post implementation data is collected and analysed Knowledge Roles and responsibilities of team leader Leadership styles and characteristics Types of feedback Expectations from team members Skills Analysing data Giving feedback Explain & Demonstrate Analysing data Giving feedback Skills Practice Trainee to analyse post implementation data Manager to review and give feedback 7

48 ON-THE-JOB TRAINING BLUEPRINT INDUSTRY CALL CENTRE SUPERVISOR MODULE MAINTAINING SAFE WORKPLACE ENVIRONMENT Developed in collaboration with Customer Service Transformation Pte Ltd This blueprint provides training for the National Skills Certificate Level 2 in Maintaining Safe Workplace Environment Copyright 200 Standards, Productivity and Innovation Board All rights reserved. No part of this publication may be produced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without prior written permission.

49 DEPARTMENT ON-THE-JOB TRAINING CURRICULUM Supervisor UNIT DIVISION Customer Service TRAINING MODULE Maintaining Safe Workplace Environment TOTAL TASKS 4 TOTAL HOURS 26 SN MAIN TASKS HOURS 2 4 ACCESS AND SHARE LEGISLATION, CODES AND ENTERPRISE POLICY PLAN AND IMPLEMENT SAFETY REQUIREMENTS MONITOR, ADJUST AND REPORT SAFETY PERFORMANCE INVESTIGATE, REPORT AND FOLLOW-UP ON NON- CONFORMANCE 5 5 PREPARED BY APPROVED BY DESIGNATION SIGNATURE DESIGNATION SIGNATURE TELEPHONE DATE TELEPHONE DATE

50 2 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS 4 TASK NUMBER ACCESS AND SHARE LEGISLATION, CODES AND ENTERPRISE POLICY. Call for meeting with team members to discuss maintenance of safe workplace and environment 2. Explain organisational Health and safety policies and practices Legislation Codes Regulations and standards. Explain need for maintenance of safe workplace and environment 4. Identify, discuss and brainstorm factors which can cause unsafe or discriminatory work environment Physical environment Information verbal and written Workplace practices Inform team members in advance of date, time, venue and topic for discussion Encourage team members to contribute Legislation, codes and enterprise policy are accessed and shared by team members in a timely and accurate manner Knowledge Organisational health and safety practices Organisational legislation, codes, regulations and standards Roles and responsibilities of team members for maintaining safe workplace and environment Roles and responsibilities of team leader Physical environment Types of information Workplace practices Skills Providing information to team members Facilitating discussion Emphasise Importance of maintaining safe workplace and environment Explain & Demonstrate Roles and responsibilities of team leader Accessing and sharing of legislation, codes and organisational policy Skills Practice Trainee to conduct a meeting with team members to discuss legislation, codes and organisational policy for maintenance of safe workplace and environment Manager to review and give feedback 5 5. Obtain an understanding of team members roles and responsibilities for maintaining safe workplace and environment Policies Legislation Standards

51 SUPERVISOR UNIT DEPARTMENT DIVISION CUSTOMER SERVICE TOTAL TASKS 4 TASK NUMBER 2 2 PLAN AND IMPLEMENT SAFETY REQUIREMENTS. Discuss plan for maintenance of safe workplace and environment Explore alternative approaches to current work practices Assess feasibility 2. Get agreement from team members. Set expected implementation date for change in work practices 4. Submit plan to management Proposal of plan for change Expected implementation date 5. Obtain agreement from management 6. Identify coaching and mentoring needs of team members Plan is in accordance with requirements specified in legislation and standards for safe workplace and environments Encourage team members to contribute ideas for maintenance of safe workplace and environment Safety requirements are planned and implemented according to prescribed organisational standards Knowledge Organisational health and safety practices Organisational legislation, codes, regulations and standards Planning process Continuous improvement techniques and processes relating to operational health and standards Rights and responsibilities of team members Skills Discussing plan for change to work practices Involving team members in developing plan for change Negotiating Handling conflicts Coaching and mentoring team members Emphasise Importance of involving team members in contributing ideas for change Explain & Demonstrate Planning and implementation of safety requirements Skills Practice Trainee to develop a plan to improve work practice for maintenance of safe workplace and environment Manager to review and give feedback 5 7. Conduct coaching and mentoring of team members