COURSE PRESENTATION AND GUIDELINES (1).pptx

guidelines

1. Welcome

2. Class objective By the end of the level, students will be able to effectively communicate with English-speaking customers at a B2 level, demonstrating proficiency in both spoken and written English, and employing appropriate vocabulary and grammar in various customer service scenarios.

3. NAME OF THE COURSE: B2.2 DURATION: 9 WEEKS (INTENSIVE) + 9 WEEKS (ONCE A WEEK) SYLLABUS: COURSE PRESENTATION Week 1: Introduction to BPO Industry- Overview of the BPO industry and its significance - Understanding different roles within a BPO company - Introduction to basic customer service principles Week 2 : English Language Basics- Review of fundamental English grammar rules - Vocabulary building exercises related to customer service - Practice sessions on common phrases and expressions used in BPO interactions -Present Perfect Week 3: Listening Skills Development - Enhancing listening comprehension skills through audio materials - Practice exercises to improve understanding of English accents - Role-playing scenarios to simulate real customer interactions -Past perfect

4. Week 4: Speaking Practice - Practicing effective communication techniques in English - Role-play sessions focusing on handling various customer inquiries and issues - Feedback and coaching on pronunciation and fluency Week 5: Writing Skills for BPO - Understanding email etiquette in a BPO context - Crafting professional and courteous responses to customer inquiries and complaints - Grammar and spelling review to ensure clear written communication -Reported Speech Week 6: Cultural Awareness and Sensitivity - Recognizing cultural differences and their impact on customer interactions - Strategies for maintaining respect and sensitivity in cross-cultural communication - Role-play scenarios to navigate cultural nuances in customer service

5. Week 7: Problem-Solving Techniques - Developing critical thinking skills to address customer concerns effectively - Learning strategies for de-escalating tense situations- Case studies and group discussions on real-world customer service challenges Week 8: Time Management and Prioritization - Techniques for efficiently managing customer inquiries and tasks - Prioritization methods to handle high-volume situations - Role-play exercises to practice handling multiple tasks simultaneously Week 9: -The job interview.

6. *Weekly Assessments*: - Oral assessments to gauge speaking and listening skills progress through role-plays, presentations, or conversations with the instructor. 2. *Midterm Examination*: - Written examination covering grammar, vocabulary, listening comprehension, and writing skills. - Oral interview to assess speaking and listening abilities in real-time interactions. The evaluation system aims to provide a holistic assessment of students' English language proficiency and their ability to apply communication skills effectively in a BPO context.

7. 3. *Customer Service Simulation*: - Role-play scenarios where students interact with simulated customers, addressing inquiries, complaints, and providing assistance. - Evaluation based on communication effectiveness, problem-solving skills, and adherence to customer service principles. 4. *Written Assignments*: - Assignments requiring students to draft professional emails, responses to customer inquiries, or reports related to BPO scenarios, managing time and accuracy. - Assessment of writing proficiency, grammar accuracy, and clarity of communication.

8. 5. *Cultural Sensitivity Exercise*: - Group activity or presentation exploring cultural differences and their impact on customer interactions. - Assessment based on the depth of understanding, respect for cultural diversity, and ability to apply cultural sensitivity in customer service scenarios. 6. *Problem-Solving Case Studies*: - Analysis of real-world customer service challenges presented in case studies. - Evaluation of critical thinking skills, ability to identify solutions, and effectiveness in addressing customer needs.

9. 7. *Final Project*: - Culminating project where students have to take a real job interview in one of the BPO companies. - Evaluation based on overall performance, application of course concepts, and effectiveness in handling customer interactions. 8. *Course Participation and Attendance*: - Attendance records and participation in class activities, discussions, and group exercises. - Assessment of engagement, contribution to learning environment, and collaborative skills.

10. The BPO Industry

11. BPO INDUSTRY – VOCABULARY REVIEW Graveyard : work at night Shift: the schedule you have from 5pm to 6 am Meal: the time when you eat. Break: the time you have to relax yourself. CMS: call management system (CMS) is a software product for organizations that receive a large volume of telephone calls. Features often include collecting call-traffic data, creating management reports, and providing an administrative interface. the person in charge of breaks , meals , bathroom times. OVERTIME: work after your shift means more money.

12. Volunteer Time Off VTO: You can go home earlier but you don’t get paid. HR: human resources Department in charge of finding, recruiting, screening, and training job applicants, also handle employee compensation, benefits, and terminations. Badge: the thing with your picture and ID Medical leave: It is a leave category for employees who face medical conditions. CSAT: Customer Satisfaction Score AHT: average handle time … how long you take in your calls.

13. PRACTICE: https://www.businesswire.com/news/home/20230707114976/en/Colombia-Consolidates-Itself-as-a-Strategic-Destination-for-BPO-and-KPO-Operations-in-the-Americas-With-Exports-of-These-Services-Surpassing-USD-2.6-Billion-in-2021 How has Colombia become a top destination for BPO and KPO operations in the Americas, and what factors have contributed to its success in this industry? 2. What impact do BPO and KPO operations have on Colombia's economy and social equity? 3. How do government initiatives and private sector associations collaborate to support the growth of the BPO sector in Colombia? 4. What are Colombia's competitive advantages in the BPO and KPO sectors? Knowledge Process Outsorcing

14. Commonly Outsourced BPO Roles and Responsibilities

15. Onsite work Off-site work Hybrid work

16. Basic customer service principles What is Customer Service? https://www.youtube.com/watch?v=CKqlnvMaMzw https://www.youtube.com/watch?v=d3yllZDbrCU

17. PRESENT PERFECT

18. PRESENT PERFECT VERBS IN PAST PARTICIPLE

19. PRESENT PERFECT VERBS IN PAST PARTICIPLE

20. Fly Break Rise Blow Steal Be Fall eat Drive Swim Do Speak Choose Shake Bite Come Bring Hide Take shine

21. https://wordwall.net/es/resource/16902905/present-perfect-game https://wordwall.net/es/resource/33416555/ingl%c3%a9s/lets-make-questions-using-the-present-continuous-tense https://wordwall.net/es/resource/32454166/present-perfect https://wordwall.net/es/resource/7068915/simple-tenses-present-perfect-future/speaking-test PRESENT PERFECT

22. PRESENT PERFECT CONTINUOUS 05

23. PRESENT PERFECT CONTINUOUS

24. https://wordwall.net/es/resource/31046721/ingl%c3%a9s/how-long-have-you PRESENT PERFECT

25. HOW LONG…?

26. Week 2 TAG QUESTIONS

27. TAG QUESTIONS

28. https://test-english.com/grammar-points/b1/question-tags/ TAG QUESTIONS CLASSWORK

29. TAG QUESTIONS INDIVIDUAL

30. TAG QUESTIONS GROUP ACTIVITY

31. PRACTICE BPO