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Professional Business Writing
The focus of this course is to help call center agents reduce their Average Call Handling Time (AHT). AHT is one of the most important operational indicators for any contact center. Specifically tailored to call center agents, this program equips them with the necessary call control and questioning skills to effectively control each call more efficiently. Participants will learn how to steer conversations with customers tactfully towards a more structured call flow. This structured call flow enables call center agents to provide answers quickly and resolve customer issues without compromising the customer experience or satisfaction.
Learning Outcomes
By the end of this course participants will be able to:
- Use a business writing process to enhance their business writing skills.
- Improve their proofreading tactics.
Modules Covered
Module 1: Professional Written Communication Essentials
- Professional Business Writing Process
- Pre-Writing
- Step 1: Generate Ideas
- Assessment: Quiz
- Step 2: Analyse and Know Your Audience
- Step 3: Select and Organise Your Ideas
- Editing Your Writing
- Active and Passive Voice
- Parallel Construction
- Proofreading
- Assessment: Proofreading
What Would You Get at Completion
1. Mastery of and competency in specific targeted job skills much required for personal impact and professional success
2. Nationally recognized and international accredited PROFESSIONAL CERTIFICATE IN CALL CENTER TELEPHONE CUSTOMER SERVICE evidencing your competitive advantage in the job market, locally and internationally
3. Greater confidence to face job-related tasks and achievement of optimized performance
4. Direct application of relevant vocation-specific skills and technical know-how transfer for significantly improved performance at workplace
5. Higher likelihood of being considered for job promotions and salary upgrades
6. Become officially certified as EXPERT SPECIALIST, both theoretically and practically, in a specific field of specialization
Entry Requirement
-Learners should possess a high level of motivation and self-discipline
-Learners should be proficient in the English language
-Learners should possess at least 6 to 12 months of professional working experience in any field
-Learners must possess basic smartphone or computer operating knowledge and skills
Pathway Options
Duration
Up to 2 months
Fee
Learning Material
Personalised, easy to understand text-based (reading materials) interactive resources that progressively and systematically takes the learner through various areas of competencies required at the workplace, in a specialised field of study
Assessment of Learning
Personalised exercises, assignments and/or quizzes are utilized throughout the course/programme to measure progress in learning. such comprehensive assessment procedure is characterized by being diagnostic, formative (intervention-oriented), and summative
Completion Requirements
100% completion of courses and assessment therein is required to be able to get certified in the said course and/or programme
Granding Scheme
The grading system is defined as follows:
| Pass: | |
| Higher Distinction | : 90-100% |
| Distinction | : 80-89% |
| First Division | : 70-79% |
| Second Division | : 60-69% |
| Satisfactory | : 50-59% |
| Fail: | |
| Unsatisfactory | : 49 % and below |
Recognition & Accreditation
The European International University (EIU-Paris) is duly recognised as a Vocational Education & Professional Training (VEPT) service provider in accordance to Article R.6351-6 of the French Employment Code, under the registration number: 11755784775, with the prefecture of the region of ILE-DE-FRANCE, as well as internationally accredited by the Accreditation Service for International Schools, Colleges, and Universities (ASIC), a U.K. Government recognized international accreditation body.
How to Check EIU Listing on French Government Official Website
1. Go to…
2. You will be directed to a page entitled:
“Public List of Training Organizations (L.6351-7-1 of the Labor Code)”
3. Click “DOWNLOAD” – and when the spreadsheet opens, search for “European International University”
