117 hotline call center training program

• Main Authors: Perlada, Marie Krystle, Ponferrada, Natalie Flor, Tangonan, Ramona Francesca
• Format: text
• Language: English
• Published: Animo Repository 2006
• Subjects: Call centers > Management; Customer services > Management; Customer relations > Management; Telemarketing; Management information systems; Communication
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/5699
• Institution: De La Salle University

This thesis paper aims to establish a standardized training program to be used in training newly accepted call center operators for the Foundation for Crime Prevention's (FCP) major collaborative program, the 117 hotline. By having a training program of their own, FCP will be able to conduct their own training without being dependent on external organizations such as DILG and PLDT. The construction of the training program has been based on the Training Program Template (2002) provided by the Technical Education and Skills Development Authority (TESDA). By conforming to TESDA's training program format, the organization is assured of compliance with the minimum training standards of the call center industry.