Professional Documents
Culture Documents
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
TABLE OF CONTENTS
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
I. Corporate Background
Orinoco Call Centre (OCC) is the largest call center operation in
Botswana. With 75 seats and 3 shifts that operates 24/7. With over 11
years of experience and annual turnover of over 11 million Pula. The
total staff compliment is 150 employee including managers and
Customer Service Representatives (CSRs).
1. Collected outstanding
credential documents
2. Deploy agents for CID finger
print
3. Introduce to HR policies such
as:
a. Leave
b. Probation
c. Termination
d. Maternity
e. IJP or Lateral movement
ETC
Training functions during NEO:
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
Training) period or the post training
evaluation, they skills & abilities
need to be reassessed and HR will
need to intervene to take a decision
to continue or terminate the
employee.
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
IV. Training Goals
Goal #1: Achieve Higher Levels of Customer Satisfaction
We provide training that equips CSRs with the knowledge, skills, and
attitudes that will increase product knowledge, maximize problem-solving
resources, and provide exceptional customer service to Orinoco Call Centre.
We will develop a ready reference customer service procedural guide, posted
on each workstation that will provide immediate direction to CSRs to
effectively identify a customer’s concern and the process to most efficiently
resolve it.
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
The following itemizes the proposed costs associated with the
development of Customer Service Training for 15 CSRs over a five (5) day
training period.
Developmental Costs
Indirect Costs
Participant Compensation
Evaluation Costs
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
VII. Learning Objectives
Using the data collected from the Training Needs Analysis, we have
determined 5 learning objectives to concentrate training to select staff
members for BHC. These objectives are developed based on specific
operational conditions, desired behaviors, and standard criteria used to judge
the minimal adequacy of desired behavior.
Key: C = Condition
B = Behavior
S = Standard
L.O. #2: The trainee will utilize the telephone customer service
checklist to forward customers to appropriate departments
according to the standards established by the customer
service procedural guidance.
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
S – Customer service procedural guidance
L.O. #3: The trainee will use specialized customer service (cs)
software to document/update customer concerns into
database upon completion of immediate interview with
customer.
L.O. #5: Using customer service and simulation exercises, the CSR
will demonstrate proper CS techniques in accordance with
established CS satisfaction protocols (i.e. etiquette,
timelines, empathetic listening)
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
S-in accordance with established CS satisfaction protocols (i.e.
etiquette, timelines, empathetic listening)
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
4. Providing learning Same The student will
guidance need to properly
handle the
customer call and
enter their
information into
the system.
5. Eliciting
Performance
Through use of games and role play we will prepare scenarios similar to
those observed during the audio/visual lectures and simulate actual customer
service calls. CSR trainees will be selected to act as customers while other
trainees will act as CSRs. Trainers will effectively facilitate this portion of
training to ensure the previously learned principles and performance
expectations are learned. For example, trainee #1 (customer) will be
separated from his/her classmates and isolated in a different room. He/she
will be given a scenario card that identifies the concern he/she is to present to
the CSR. Trainee #1 will also be directed to display diverse temperaments
(i.e. anger, sarcasm, etc) consistent with the unsatisfied or frustrated
customer. Trainee #1 will have access to a telephone that is programmed to a
different phone in the general classroom (complete with external speakers to
ensure classmates can hear and observe communications). Trainee #2 (CSR)
will remain with the class and has no knowledge of what type of customer
he/she will encounter. The goal of the exercise is to follow learned
performance expectations, pinpoint and clarify specific customer concern,
make attempt to resolve customer concern, and update the electronic
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw
customer file. (all without allowing the customer’s concern or temperament to
effect the quality of service the CSR provides). This method will also include
classroom discussion and each participant receives immediate and
constructive feedback from classmates as well as trainer.
IX. Evaluation
Several tools will be used to evaluate training and knowledge retention
throughout the week. They include:
Reaction
Learning
Job Behavior
Organizational Results
Orinoco Call Centre|| Plot 113 Unit 31 Kgale Mews, International Finance Park, Gaborone, Botswana||Tel +267 3186016 ||Fax +267 3186482||Email
administrator@orinoco.co.bw ||Web www.orinoco.co.bw