e-Stage Practice

Dear Participant; this "Practice" part of e-learning is planned to be the final phase of the Virtual Call e-training programme.

However, please keep in mind that; you may always go back and study or review the rest of the learning sections; including e-Course and Scenarios, and Videos.

Please read the practical hints on the practicing channels given below. Then choose your medium and launch practicing with your available peer. This may be based on Virtual Call's existing scenario that you will commonly choose; or; briefly decide on a topic and perform the practice on an improvisation basis. You may also try to practice your own scenario. As also explained below, you may choose and swap roles as you want. After you will complete practicing; please do not forget to share your e-mail addresses with your "customer”, either inbound or outbound; who will fill a standard questionnaire for you to have anonymous feedback, which will support you in your real-time training self-evaluation.

If you are not using a provisional, temporary or disposable e-mail address for such public purposes; you may delete or remove your e-mail address, once your client gets it; for avoiding publicity of your address.

Every VirtualCall user is urged to place e-Stage calls to other participants for collecting points and then be eligible to receive such calls or call as a telemarketing agent for their own practices. the e-Stage system works simply as follows:

- Member A chooses a topic and reads the brief scenario, then starts an anonymous call to one of the available online Members, say to Member B;

- Member B sees the scenario and within the time limit provided, she prepares themselves and answers the call;

- The call will be based on the chosen unique scenario;

- Member A and Member B carry out a "call center" conversation which will be followed by a short assessment by both Member A and Member B (call center operator and client).

VirtualCall e-Stage Program is composed of 46 scenarios for each below sector from the simplest to more complicated. A clear short information/description in a few sentences is supplied to future call center operators and their acting clients:

Member A is the client and initiates the call for collecting points:

- Telecommunication

- Public Services

- Tourism

Member A is the client or operator and initiates the call for collecting points:

- Banking

- Insurance

Member A is the operator and initiates the call for collecting points:

- Sales & Telemarketing

After completion of call, “calling customer” will fill a standard questionnaire and rate the answering call center representatives from various aspects. These records will be collected in the file of call center representative prospect and be used for final evaluation of their performance, at the end of e-Stage period. This will be a "real" performance indication of candidate and employers will be able to respect them without any doubt, as they will be a "on the work" tests. Then call center representative candidate will have another score than e-training final test score. This will help in: - Success comparison of candidate between e-training versus e-stage, - Conformity of results if e-stage is validating the success of e-training, in overall sense being actual and representative "quality" indicator. e-Stage also be used to speed up the service and increase the efficiency of the future call center representative. Pre-recording and using standard phrases will also be in the scope of this e-stage. Finally, learners will be able to visualize/follow their overall performance and improve their weak points, if any.

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