Office and Administration - CALL CENTRE OPERATOR
Do
you see what you hear?
Primary
Middle
Secondary
Australian
Curriculum General Capability:
Critical and creative thinking
Australian
Curriculum General Capability:
Personal and social capability
Australian
Curriculum General Capability:
Literacy
Cooperative
Learning Activity
1. In the following training video, you will see that one of the exercises to learn to be a good call centre operator, you need to listen carefully. The exercise entails listening, asking questions and then drawing what is being described. Look at the video:
YouTube:
CALL CENTER TRAINING: PROPER USE OF TONE OF VOICE & VOLUME
https://youtu.be/U3CWxNGNn3k
2. You are to pair up with a partner. You will each take turns to be the Call Centre Operator or the Caller.
Instructions for the "Caller"
As the caller, you are to first draw the scene from one of the topics below. Don't show your partner and don't tell them which topic you are drawing. Colour in each scene. You are going to describe in detail to the Call Centre Operator (your partner) what you have drawn without showing them.
Instructions for the "Call Centre Operator"
You are to listen carefully to the scene described by the "Caller" (your partner) and ask questions to help you draw the scene as exactly as they have drawn it.
Your topics are:
| Down by the river | Up on the roof |
| An umbrella | A red rose |
| An old couch | A bowl of fruit |
| A car accident | A new outfit |
| A cat is chasing a mouse in your kitchen | A dog got stuck in a drain |
3. When you have exhausted all your questions and think you have got the same drawing, get your "Caller" partner to show you their drawing.
Was it the same? Why? Why not?
4. Swap roles!
What was easier? Why?
Secondary
Australian
Curriculum General Capability:
Numeracy
Australian
Curriculum General Capability:
Critical and creative thinking
Australian
Curriculum General Capability:
Personal and social capability
Cooperative
Learning Activity
1. In an age where stolen identities can be a problem, the Australian Tax Office [ATO] has employed a technology company Nuance to create Voiceprint [and has created] - a new technology that recognises each individual voice.
(Source: IT News May 2020)
In groups of 4 - 5 students, you
are to read the following articles including
The Conversation 12 September 2014.
Note down the pros and cons of the introduction of Voiceprint to the ATO
and any interesting facts including Biometrics. Compare notes amongst
the group.
2. In your group, get one person to investigate "How does the Biometrics of Voiceprints work?" They are to also explain the differences between speech recognition and speaker recognition. They are then to explain in detail to the rest of the group and test the group about this knowledge.
3. Another person is to investigate the Maths of "Voiceprint" and ask the question is "Voiceprint worth the money spent?" Explain to the group how you came to the amount of monies saved.
-
How much money is saved each year?
5. Another group member is to investigate the challenges or problems that might be encountered by users of this system. Can they be significant?
6. As a group, create an Infographic about Voiceprint and the ATO for school students to understand what it will mean for them once they start earning a wage.
Want to know more about Biometrics, Biometricians and their work? Click here
Websites, Games
& Apps
Primary
Australian
Curriculum General Capability: ICT Capability
The
Erlang calculator & its use in a Call Centre
Secondary
Australian
Curriculum General Capability:
Numeracy
What Is an Erlang Calculator? (callcentrehelper.com)
How is Average Handling Time (AHT) Distributed? It is Not How you Think! (callcentrehelper.com)
Erlang Calculator for Call Centre Staffing (callcentrehelper.com)
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