AbstractThe study was conducted to compare the 2 training curriculums used in one of the leading call centers in Manila. The comparison of the 2 training programs was studied using 2-sample unpooled t- analyze for the 2 independent groups who had downstairs(a)gone two programs.
The results were discussed in relation to the pre-test and post-test of written grammar exam or WGE and discourse skills proficiency assessment or COMPASS and the post-test in intersection point mastery assessment or PMA scores obtained in both(prenominal) set-aside(p) and non meshed trainings. The results of the present study showed that the scores of the merchandise and grammar tests of the customer sales representative or CSRs downstairs non meshed program are higher compared to the scores obtained by the CSRs under meshed program. However, the average mean COMPASS score of the CSRs under meshed is higher compared to the average mean score of those under the non-meshed training program. This implies that both training programs can be succesful in one way or another in honing the well-formed competence, communications skills and interpesonal skills of the CSRs in The Company.
Recommendations for future studies may include analyzing the test scores using the hake factor in computing the win score to see which treatment or training program is more effective.
IntroductionThe Company is one of the global outsourcing and IT development businesses in the Philippines. It has been known to deliver customer service par honesty and has established itself among its worldwide clientele. The Company provides a wide roll up of services in both its outsourcing services and IT solutions. This includes among others customer care, sales, proficient support, market research, IT development and business process outsourcing solutions, to name a few. Thus, it expends greatly on searching and placing the right people on the job to provide the best customer...
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