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Voice Agenda[1]

By Carl Anderson,2014-06-07 11:06
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Voice Agenda[1]

    Daily Agenda

Voice & Accent + Creating Customer Delight+ Culture Sensitization

Duration: 60+ 40+ 16 hrs.

    Break-up: 4hrs X 15 days

Day 1:

    Introduction and Ice Breaker 30 mins. Expectation & Objectives, Norms 30 mins. Communication tree and discussion ; 20 mins. Natural Development Pathway 15 mins. Accents and Global Comprehensibility 20 mins. Introduction to the MID path 20 mins Pre Training Voice Assessment 90 mins. Introduction to a call center 30 mins. Customer expectations 30 mins. Challenges faced by a call taker 30 mins. Orientation to Customer Service Essentials 60 mins. Introduction to ‘p’, ‘b’, ‘m’, ‘w’ 60 mins.

Day 2:

    Recap sounds ‘p’, ‘b’, ‘m’, ‘w’ 30 mins. Remaining Consonant sounds+ ‘v’ 120 mins. Breath Control & Relaxation ; 30 mins. Passage Reading 30 mins. 6Cs of a world class call 45 mins. Opening a call 45 mins. Listening Skills. Game& discussion 90 mins. Game: Alphabet 30 mins.

Day 3:

    Consonants 120 mins. Breath Control 15 mins. Vowels: Lip & Tongue, Shades ; 75 mins. Reading Practice ; 30 mins. Questioning Skills 90 mins. Paraphrasing 60 mins. Game: Fortunately, Unfortunately 30 mins.

Day 4:

    Consonants 15 mins. Breath Control 15 mins. Vowels: Recap + Remaining ; 60 mins. Reading Practice ; 60 mins. Consonant Clusters ; 30 mins. Relaxation ; 15 mins. Listening Skills: Sentences 60 mins. Attitudes 60 mins. Empathy 60 mins. Game: Free Speech 60 mins.

Day 5:

    Consonants & Vowels 120 mins. Basic Grammar Errors 60 mins. ‘Under Milk wood’: Clarity ; 90 mins. Listening Skills: Audio: Scottish Accent 30 mins. Phraseology 30 mins. Role Plays: opening, listening, Q&P, Empathy 60 mins. Game: Build a story 60 mins.

Day 6:

    Consonants & Vowels Recap 60 mins. Mid Training Assessment ; 90 mins. Listening Skills: Smart Goals 30 mins. Conflict Resolution 45 mins. Providing Solutions + Service ‘No’ 45 mins. Role Plays 60 mins. Debate 90 mins.

Day 7:

    Consonants & Vowels Recap 30 mins. Introduction to Syllables: Tenses, Plurals ; 30 mins. Rules of Stress ; 30 mins. Common Words List 1 ; 90 mins. Relaxation: Music + Listening ; 30 mins. Listening Skills: Movie 60 mins. Handling Difficult Customers 90 mins. Role Plays 60 mins. Recap Word List : Make sentences 30 mins.

Day 8:

    Word List Recap 30 mins. Common Words List 2 ; 60 mins. City and State names ; 60 mins. Process Words ; 60 mins. Listening Skills: Movie 60 mins. Handling Difficult Customers 30 mins. Hold/Mute/Transfer 30 mins. Closing a call 30 mins. Role Plays 60 mins.

Day 9:

    Recap: Word List, state names 60 mins. Noun-Verb Difference ; 30 mins. Passage Reading ; 60 mins. Common Names ; 30 mins. Listening Skills: Movie 60 mins. Handling Difficult Customers 30 mins. Role Plays 60 mins. Game: Window Exercise 60 mins.

Day 10:

    Recap Clarity and Pronunciation 60 mins. JAM ; 90 mins. Reading Practice ; 60 mins. Role Plays 60 mins. Final Assessment: Soft Skills 90 mins. Sell the Un-sellable 60 mins.

Day 11:

    Intonation 90 mins. JAM ; 90 mins. Reading Practice: Intonation ; 60 mins. Teach Backs: VnA ; 60 mins. Discussion of Test Results: Soft Skills 60 mins. Listening Skills: Movie 60 mins.

Day 12:

    Intonation 60 mins. Reading Practice: Intonation ; 30 mins. Tag ; 60 mins. Culture Sensitization 240 mins. Listening Skills: Movie 60 mins.

Day 13:

    Intonation 60 mins. Reading Practice: Intonation ; 30 mins. Tag ; 60 mins. Culture Sensitization 240 mins. Listening Skills: Movie 60 mins.

Day 14:

    Intonation 60 mins. Reading Practice: Intonation ; 30 mins. Tag ; 60 mins. Culture Sensitization 240 mins. Listening Skills: Movie 60 mins.

Day 15:

    Assessment Results and Feedback 150 mins Feedback Process ; 30 mins. Culture Sensitization 240 mins.

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