Product Feature:
Assertiveness, Listening Comprehension and Telephone Persuasion

The skills required by the BPO industry today goes beyond English proficiency; the cultural differences between North Americans and Filipinos also need to be accounted for to make call center agents more effective. This is one of the objectives of the newest John Clements product: Assertiveness, Listening Comprehension and Telephone Persuasion.

This training program is designed to improve the communication skills and the assertiveness of the trainees. The objectives of the course are:

•  To develop high-level listening skills allowing the trainee to understand their customer, empathize with them leading to the development of “Win-Win” situations.

•  To give the trainees the skills to assert their own character using persuasive techniques in order to satisfy their customers and resolve situations.

This training works on listening comprehension and assertive persuasion techniques. Assertiveness is imparted by examining Filipino and North American cultures and then having the trainees to undergo a Paradigm Shift; that is, using fundamental Filipino values to their advantage.

This 24-hour workshop is interactive, using many activities that allow trainees to practice what they learn and then assimilate what they practice. These activities range from role plays and simulations to discussions and presentations. Activities are designed to allow the trainees to explore all of the different methods and practices that they are exposed to in the training.

The first module, “Assert Yourself” lays the groundwork for the entire training. This module explains why Filipinos are the way they are as a people by illustrating the basic Filipino values that shape attitudes and behaviors. North American values are likewise presented as well and for the same reasons. The differences between the cultures and how the values work for and against them become apparent. This awareness paves the way for a shift in paradigm and allows the trainees to make the choice to overcome hindrances—which may be cultural—in the performance of their job.

Module 2, “Voice, It Matters” shows the trainees what the different factors of their voice are and how each factor affects their relationships when speaking with their clients. The goal of this module is to both make the trainees aware of their voice and also give them the tools to let them use their voice to their advantage.

The third topic works on Listening Comprehension and Communication Skills . The objectives here are to identify and overcome communication challenges by taking responsibility for using effective communication strategies. These strategies facilitate understanding.

Module 4 focuses on Call Control . Because an agent is rated on Average Handling Time (AHT), being able to control a call is an important skill to master. In this section we discuss customer service expectations and give the trainees different methods of call control in order to reduce AHT and improve overall customer satisfaction.

The fifth module works on skills to help agents deal with angry customers. Here we present strategies for not personalizing customer anger. We discuss how to turn “no's” into “yeses”; how to get cooperation from uncooperative clients and how to build partnerships with disenfranchised customers.

Module 6 is about setting realistic expectations to help develop ‘Win-Win' situations. By setting realistic expectations, both agents and their clients can then work toward an amicable resolution when a difficult situation is encountered. The primary function of this lesson is empathy. The ability to show your concern for the customers' feelings and not to sympathize with them is the key to turning dissatisfied customers around and creating lasting partnerships.

Creating “Win-Win” situations is the topic of Module 7. Here we focus on how to negotiate or compromise. Customers that complain are the customers that remain loyal when their problems are solved. This module reinforces all of the techniques taught so far and then creates situations for them to participants to practice their skills.

Bridging the human resources gap in the BPO industry goes beyond accents and grammatical correctness; prospective call center workers need to be made aware of their cultural differences with their North American clients for them to be more effective in their jobs. John Clements, in its quest to find more talents for the BPO industry, now introduces Assertiveness Training to further enhance the Philippines ' potential as an outsourcing destination.

For more details, please contact:

John Clements Human Resources Development Center
Units 903-904
Antel 2000 Corporate Center
121 Valero Street
Salcedo Village, Makati City 1227
Philippines

Telephone:
(+63 2) 845-2002 to 05
(+63 2) 845-2117

Tele-Fax:
(+63 2) 845-2093

Please look for the following:

Agnes Celdran
aggie.celdran@johnclements.com

Chris Kohlwes
chris.kohlwes@johnclements.com