Transcript PowerPoint Template

Our LEONARDO DA VINCI
Partnership Project
L@jost
4th meeting
ITALIA
28-29 November 2014
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The main aim of L@jost project is to develop an integrated guiding and training
curricula that would advise and assist disabled people in utilizing IT tools in call
centre sector in order to:
A)Improve
their
IT
skills
and
ICT
competencies
B)Understand the needs of national labour markets in call centre sector
C)Help the target group to re-enter labour market
Project products and conclusion report will be published in the web page of
Project as partner countries’ language (Turkish, English, Italian, Estonian and
Romanian )
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Up to now we have already fulfilled most of the tasks required in the Project.
Our project is advancing as planned:
We have realized the Project Kick-off Meeting on 08-11 November 2013 in
Turkey,
the Romania meeting on 7-10 March 2014,
Estonia Meeting on August 1-4-2014 .
We shall realize the 4th Project Meeting in Florence on 28-29-30 November
2014. In Italy meeting, we will present good- practices related Lajost project in
our country.
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As EDF, we have visited Akdeniz Üniversitesi (University of Mediterranean) Vocational
School For Social Sciences Department of Call Center Service Programme.
The aim of the programme is to raise and educate the qualified human resource
equipped with the required experience and high skill of convincing, capable of
establishing effective communication, in order to contribute to the sectoral development
of call center service and to widen its activity and effect area, which is a sector with a
speedy pace in Turkey.
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The Call Center Service Programme is one providing service in the first and second
education sessions. That is, students can take this education programme both in daytime
and evening. The Call Center Vocational Staff, having graduated from the The Call Center
Service Programme can work;
•in call centers of all companies in private sector.
•in call centers of public sector active in areas such as security, health, tax.
•in call centers of banks active in private and public sectors.
In addition there are employment possibilities in other positions requiring communication
face to face or via telephone with customers conducted together with the public relation
and communication missions.
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In the programme curriculum the subjects studied are specified below:
Call Center Management, General Mathematics, Communication, B.A Management,
Basic Law, Information and Communication Technology, Atatürk Principles and
Revolution History, Turkish Language, Effective Tele-Sale and Management, Foreign
Language, Sciences of Behaviour, Organisational Communication, Economy, Statistics,
Marketing Principles, Strategic Thinking in Call Center, Consumer Behaviours, Advanced
English, Diction, Labour Psychology, Map Reading Knowledge, Vocational Ethics,
Techniques of Interview with Telephone, Advanced Sals Techniques in Call Centers,
Convincing and Psychology of Convincing, Management of Human Resources.
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•
•
Name
: Yasemin Bilişli
Date of Birth : 23.05.1973
Place of Birth : Konya
Place of Interview: University of Mediterranean
Place of Employment : Programme Coordinator
in Call Center Service Programme
Experience in Profession: 23 years
Which programme do you use in Call Center
Operatorship vocational training? Do you consider
the programme satisfactory as content and
duration? If you develop programme can you
transfer it to practical area? Do you implement the
programme for the disabled people? How many
disabled people graduated from the programme
and how many of them work in the sector?
The training programme is satisfying the needs. But
there is only problem with the lesson hours for the
English lesson. The vocational subjects are
dominant and a diverse programme is used. As the
vocational school is newly established no student
has graduated from the programme yet. There is no
different programme implemented for the disabled
people. But it is now in the planning phase.
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• While providing training how the technology•Do you think that the subjects and the duration
you use facilitates your job?
of training in the attached call center
•The laboratory of call center is now in itsoperatorship training module that we have
establishment phase. Call center technologyprepared for the project “L@jost” coordinated by
the Federation of Disabled Associations with the
subject is taught.
aim of training “Call Center Operators”, which
organisations from Italy, Estonia, UK and
•What are the problems you face while providingRomania are partners (www.lajost.com)? Do you
vocational training?
have suggestions?
•There is no big problem confronted so far. We•The programme is applicable. I do not think that
communicated with our students and determinedanything should be added to the content.
and implemented whatever is suitable and easy
for our students. We used exam papers with
bigger characters.
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We have also prepared an interview programme with some disabled staff
working in Call Center Sector.
We have interviewed with 4 staff, 1 female and 3 male disabled individuals.
We asked questions about their background, feelings, problems about the Call
Center business and their views about our Vocational Training Curriculum
Module prepared for the project L@jost.
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•
•
Name
: Ahmet OKTAY
Date of Birth : 16.12.1978
Place of Birth : Antalya
Place of Interview: Provincial Directorate for
Sanitation
Place of Employment : Provincial Directorate for
Sanitation
Experience in Profession: 13 years
How did you get the job of Call Center
Operator, did you receive vocational training,
if yes where did you receive this training, how
long did your training take, and do you think
the content and duration of the training as
satisfactory or not?
I have just had the opportunity of observing
the switchboard operator. Afterwards I took
the turn on days he was on leave. I received
vocational training in Ankara Saray
Rehabilitation Center. I received diction
course in Visual Disabled Unit. The duration
of the education is four months and
satisfactory. In practice I applied different
applications with different devices.
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• Do you like your job?
• Yes, I like my job.
•Do you think that the subjects and the duration
of training in the attached call center
operatorship training module that we have
prepared for the project “L@jost” coordinated by
•While performing your job how the technologythe Federation of Disabled Associations with the
you use facilitates your job?
aim of training “Call Center Operators”, which
•To tell you the truth, there is no suchorganisations from Italy, Estonia, UK and
technological infrastructure.
Romania are partners (www.lajost.com)? Do you
have suggestions?
•What are the problems you face while
performing your job ?
•Subjects are satisfactory. My suggestion is that
•Communication problems, unnecessary calls,lessons can be increased in Vocational Ethics
failure of callers of knowing the subject andsubject.
address of the call, experience of problems during
hours when the director is in, unability to receive
permission for leave due to lack of spare staff in
switchboard.
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Name
: ELİF Gamze Bozok
Place of Interview: TURK TELEKOM AssisTT
Place of Employment : TURK TELEKOM AssisTT
•
How did you get the job of Call Center Operator, did
you receive vocational training, if yes where did you
receive this training, how long did your training
take, and do you think the content and duration of
the training as satisfactory or not?
•
I was a journalist and travelling was an obstacle for
me. One of my artist friends motivated me to work
in TURK TELEKOM AssisTT as “Home Office Disabled
Staff”. As I have “brittle bone disease”, it was very
difficult for me to leave home especially in winters.
So this job was invaluable for me. I had a 3 months
vocational and effective speaking and diction
training and 1 month coach training before starting
work. The content of training was satisfactory.
After the system was installed at home, we reached
a real success in 2 months. I won some REWARDS in
the Home Office Project. It was a great success!
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• Do you like your job?
•Do you think that the subjects and the duration of
• Yes, I like it a lot… Those who think that wetraining in the attached call center operatorship
cannot leave home are wrong. I am in the middletraining module that we have prepared for the
of life. I produce, work and earn money from theproject “L@jost” coordinated by the Federation of
return of my labour. I say “I exist inDisabled Associations with the aim of training
“Call Center Operators”, which organisations from
communication and life”.
•While performing your job how the technologyItaly, Estonia, UK and Romania are partners
(www.lajost.com)? Do you have suggestions?
you use facilitates your job?
• It enables me to provide faster and more
•It is so successful as content and it shall promote
qualified service.
•What are the problems you face while performingthe employment of the disabled people and
change the point of view towards the disabled
your job ?
individuals.
• I have problems sometimes when there is some
technical problems in the system at home. The
delay in solution sometimes causes interruption in
providing service. But it is nice to work at home.
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•
•
Name
: YAKUP ÇIRAKOĞLU
Place of Interview: EDF
Place of Employment : Beypazarı Akropol Thermal
•
•
How did you get the job of Call Center Operator, did
you receive vocational training, if yes where did you
receive this training, how long did your training take,
and do you think the content and duration of the
training as satisfactory or not?
I did not receive any training before. I have applied
to the announcement of ISKUR (Turkish Labour
Organisation)
for
the
position
of
sales
representative. I searched the ISKUR website for the
open positions. I applied to the Beypazarı Akropol
Thermal facilities. I went for interview and they
accepted me in the Call Center department.
There was an elderly person working there for a
time. He helped me a lot by providing me with in
service training. And I improved myself by fixing the
business in my mind. Sometimes they organise
contact trainings to refresh and improve productivity
and I participate in them once a month to improve
my job.
No curriculum was applied, it was an in service
training to meet the needs of the company. The in
service training is sometimes insufficient.
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Our job is one that requires patience. Anyone with every•
kind of psychology can phone us. We work for 9 hours a
day. We have to make nearly 200 calls a day.
In the thermal facility, time shared property is sold, so we•
have to convince families and our performance is
measured depending on the sale we make. If there is
drop in performance we lose our job. Last month 30
people were fined.
•
Do you like your job?
I do not know. I cannot make any comment.
While performing your job how the technology you use
facilitates your job?
We use telephone. I work with a limited credit telephone
and computer debited on me.
•
What are the problems you face while performing your
job ?
•
To confront with people of different psychologies and to
stand their words sometimes as insulting during
convincing process. We work side by side with 15-20 call
center workers in the same workplace and
we have difficulty with the noise. And sometimes
we experience funny and different events and the
dialogues develop us.
Do you think that the content and duration of
subjects in the call center operatorship vocational
training module satisfying? Do you have
suggestions?
Those with patience should start this job. Trainings
of communication teaching to use the sound should
be included. The curriculum and the content of the
lessons are quite satisfying. If I had received such a
training before starting work, I would be more ready.
We just try to implement our job in practice during a
process of learning by doing.
Can you participate in the meeting of L@jost project
in Turkey?
I am a national swimmer in sport federation. On June
there will be competitions but if the time is suitable
for me I would like to participate.
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•
Name
: EREL ÖZCAN
•
Place of Interview: EDF
Place of Employment : Beypazarı Akropol Thermal
•
How did you get the job of Call Center Operator, did
you receive vocational training, if yes where did you
receive this training, how long did your training take,
and do you think the content and duration of the
training as satisfactory or not?
I did not receive any training before. A friend
working in Akropol company invited me due to
need for staff and they employed me. They
recruited me in the Call Center department.
There was an elderly person working there for a
time. He helped me a lot by providing me with in
service training. And I improved myself by fixing
the business in my mind. Sometimes they
organise contact trainings to refresh and improve
productivity and I participate in them once a
month to improve my job.
I try to gain information by reading the training
materials tailored in accordance with the
company policy and with the help of the
experienced staff. By fictionalizing the work in
my brain I improved myself. Sometimes the
company organizes contact trainings once a week
and I improve my job by participating in these
trainings. When there is drop in productivity the
company gathers the staff and provides training.
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No curriculum programme was applied in the•
training. I just participate in the in service training
due to need of the company.
•
But the in service training is sometimes not
sufficient. Our job requires patience. We can meet•
anyone with any psychology in our telephone
interviews. . We work for 9 hours a day. We have•
to make nearly 200 calls a day. In the thermal time
shared property is sold, so we have to convince
families and our performance is measured
depending on the sale we make. If there is drop in
performance we lose our job. Last month 30
people were fined. I know that I can lose my job if
my performance drops. We are in a vivid,
conditioned and continuous training process.
Do you like your job?
I do not know. I cannot make any comment.
While performing your job how the technology
you use facilitates your job?
We use telephone. I work with a limited credit
telephone and computer debited on me.
What are the problems you face while
performing your job ?
To confront with various people of different
psychologies and to stand their words
sometimes as insulting during convincing
process. We work side by side with 15-20 call
center workers in the same workplace and we
have difficulty with working in spite of the
noise. While performing our job, we
experience different events and dialogues
makes us improve. Sometimes people say bad
words but I often convince them to behave
politely.
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•
•
•
•
Do you think that the content and duration of
subjects in the call center operatorship
vocational training module satisfying? Do you
have suggestions?
Those with patience should learn this job.
Trainings of communication teaching to use
the sound should be included. The curriculum
and the content of the lessons are quite
satisfying. If I had received such a training
before starting work, I would be more ready.
We just try to implement our job in practice
during a process of learning by doing.
Can you participate in the meeting of L@jost
project in Turkey?
I am a national swimmer in sport federation.
On June there will be competitions but if the
time is suitable for me I would like to
participate.
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THANK YOU FOR YOUR ATTENTION…
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