Connecting Learning Objectives to Vocaroo as an Assessment Tool
Course: Customer Service Call Flow Module 3: Call Opening
Audience: Customer Service Representatives
Learning Outcome: Learners will be able to implement the proper technique for the call opening for a customer service call.
Learning Objective: Learners will demonstrate a proper call opening given a client call tag prompt on their phone by achieving 95% accuracy according to the provided quality rubric.
Assessment: Learners will be provided with the Vocaroo recording widget on a training blog. The learner will be given a training scenario with an image of a call tag prompt identifying the client. Learning will record a proper opening using Vocaroo and post response to the blog. Learners will provide feedback to each other on whether the elements of the opening are present in the recording.
Audience: Customer Service Representatives
Learning Outcome: Learners will be able to implement the proper technique for the call opening for a customer service call.
Learning Objective: Learners will demonstrate a proper call opening given a client call tag prompt on their phone by achieving 95% accuracy according to the provided quality rubric.
Assessment: Learners will be provided with the Vocaroo recording widget on a training blog. The learner will be given a training scenario with an image of a call tag prompt identifying the client. Learning will record a proper opening using Vocaroo and post response to the blog. Learners will provide feedback to each other on whether the elements of the opening are present in the recording.