Our LEONARDO DA VINCI Partnership Project

L@jost 4th meeting

ITALIA

28-29 November 2014

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L@jost

The main aim of L@jost project is to develop an integrated guiding and training curricula that would advise and assist disabled people in utilizing IT tools in call centre sector in order to:

A)Improve their IT skills and ICT competenciesB)Understand the needs of national labour markets in call centre sectorC)Help the target group to re-enter labour marketProject products and conclusion report will be published in the web page of Project as partner countries’ language (Turkish, English, Italian, Estonian and Romanian )

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Up to now we have already fulfilled most of the tasks required in the Project. Our project is advancing as planned:

We have realized the Project Kick-off Meeting on 08-11 November 2013 in Turkey, the Romania meeting on 7-10 March 2014, Estonia Meeting on August 1-4-2014 .We shall realize the 4th Project Meeting in Florence on 28-29-30 November 2014. In Italy meeting, we will present good- practices related Lajost project in our country.

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As EDF, we have visited Akdeniz Üniversitesi (University of Mediterranean) Vocational School For Social Sciences Department of Call Center Service Programme.

The aim of the programme is to raise and educate the qualified human resource equipped with the required experience and high skill of convincing, capable of establishing effective communication, in order to contribute to the sectoral development of call center service and to widen its activity and effect area, which is a sector with a speedy pace in Turkey.

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The Call Center Service Programme is one providing service in the first and second education sessions. That is, students can take this education programme both in daytime and evening. The Call Center Vocational Staff, having graduated from the The Call Center Service Programme can work;•in call centers of all companies in private sector.•in call centers of public sector active in areas such as security, health, tax.•in call centers of banks active in private and public sectors.

In addition there are employment possibilities in other positions requiring communication face to face or via telephone with customers conducted together with the public relation and communication missions.

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In the programme curriculum the subjects studied are specified below:

Call Center Management, General Mathematics, Communication, B.A Management, Basic Law, Information and Communication Technology, Atatürk Principles and Revolution History, Turkish Language, Effective Tele-Sale and Management, Foreign Language, Sciences of Behaviour, Organisational Communication, Economy, Statistics, Marketing Principles, Strategic Thinking in Call Center, Consumer Behaviours, Advanced English, Diction, Labour Psychology, Map Reading Knowledge, Vocational Ethics, Techniques of Interview with Telephone, Advanced Sals Techniques in Call Centers, Convincing and Psychology of Convincing, Management of Human Resources.

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Name : Yasemin Bilişli Date of Birth : 23.05.1973Place of Birth : KonyaPlace of Interview: University of Mediterranean Place of Employment : Programme Coordinator in Call Center Service ProgrammeExperience in Profession: 23 years

• Which programme do you use in Call Center Operatorship vocational training? Do you consider the programme satisfactory as content and duration? If you develop programme can you transfer it to practical area? Do you implement the programme for the disabled people? How many disabled people graduated from the programme and how many of them work in the sector?

• The training programme is satisfying the needs. But there is only problem with the lesson hours for the English lesson. The vocational subjects are dominant and a diverse programme is used. As the vocational school is newly established no student has graduated from the programme yet. There is no different programme implemented for the disabled people. But it is now in the planning phase.

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• While providing training how the technology you use facilitates your job?•The laboratory of call center is now in its establishment phase. Call center technology subject is taught.

•What are the problems you face while providing vocational training?•There is no big problem confronted so far. We communicated with our students and determined and implemented whatever is suitable and easy for our students. We used exam papers with bigger characters.

•Do you think that the subjects and the duration

of training in the attached call center operatorship training module that we have prepared for the project “L@jost” coordinated by the Federation of Disabled Associations with the aim of training “Call Center Operators”, which organisations from Italy, Estonia, UK and Romania are partners (www.lajost.com)? Do you have suggestions? •The programme is applicable. I do not think that anything should be added to the content.

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We have also prepared an interview programme with some disabled staff working in Call Center Sector.

We have interviewed with 4 staff, 1 female and 3 male disabled individuals.We asked questions about their background, feelings, problems about the Call Center business and their views about our Vocational Training Curriculum Module prepared for the project L@jost.

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Name : Ahmet OKTAYDate of Birth : 16.12.1978Place of Birth : AntalyaPlace of Interview: Provincial Directorate for SanitationPlace of Employment : Provincial Directorate for SanitationExperience in Profession: 13 years

• How did you get the job of Call Center Operator, did you receive vocational training, if yes where did you receive this training, how long did your training take, and do you think the content and duration of the training as satisfactory or not?

• I have just had the opportunity of observing the switchboard operator. Afterwards I took the turn on days he was on leave. I received vocational training in Ankara Saray Rehabilitation Center. I received diction course in Visual Disabled Unit. The duration of the education is four months and satisfactory. In practice I applied different applications with different devices.

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• Do you like your job? • Yes, I like my job.

•While performing your job how the technology you use facilitates your job?•To tell you the truth, there is no such technological infrastructure.

•What are the problems you face while performing your job ?•Communication problems, unnecessary calls, failure of callers of knowing the subject and address of the call, experience of problems during hours when the director is in, unability to receive permission for leave due to lack of spare staff in switchboard.

•Do you think that the subjects and the duration of training in the attached call center operatorship training module that we have prepared for the project “L@jost” coordinated by the Federation of Disabled Associations with the aim of training “Call Center Operators”, which organisations from Italy, Estonia, UK and Romania are partners (www.lajost.com)? Do you have suggestions?

•Subjects are satisfactory. My suggestion is that lessons can be increased in Vocational Ethics subject.

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Name : ELİF Gamze BozokPlace of Interview: TURK TELEKOM AssisTTPlace of Employment : TURK TELEKOM AssisTT

• How did you get the job of Call Center Operator, did you receive vocational training, if yes where did you receive this training, how long did your training take, and do you think the content and duration of the training as satisfactory or not?

• I was a journalist and travelling was an obstacle for me. One of my artist friends motivated me to work in TURK TELEKOM AssisTT as “Home Office Disabled Staff”. As I have “brittle bone disease”, it was very difficult for me to leave home especially in winters. So this job was invaluable for me. I had a 3 months vocational and effective speaking and diction training and 1 month coach training before starting work. The content of training was satisfactory. After the system was installed at home, we reached a real success in 2 months. I won some REWARDS in the Home Office Project. It was a great success!

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• Do you like your job? • Yes, I like it a lot… Those who think that we cannot leave home are wrong. I am in the middle of life. I produce, work and earn money from the return of my labour. I say “I exist in communication and life”.•While performing your job how the technology you use facilitates your job?• It enables me to provide faster and more qualified service.•What are the problems you face while performing your job ?• I have problems sometimes when there is some technical problems in the system at home. The delay in solution sometimes causes interruption in providing service. But it is nice to work at home.

•Do you think that the subjects and the duration of training in the attached call center operatorship training module that we have prepared for the project “L@jost” coordinated by the Federation of Disabled Associations with the aim of training “Call Center Operators”, which organisations from Italy, Estonia, UK and Romania are partners (www.lajost.com)? Do you have suggestions?

•It is so successful as content and it shall promote the employment of the disabled people and change the point of view towards the disabled individuals.

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Name : YAKUP ÇIRAKOĞLU Place of Interview: EDFPlace of Employment : Beypazarı Akropol Thermal • How did you get the job of Call Center Operator, did

you receive vocational training, if yes where did you receive this training, how long did your training take, and do you think the content and duration of the training as satisfactory or not?

• I did not receive any training before. I have applied to the announcement of ISKUR (Turkish Labour Organisation) for the position of sales representative. I searched the ISKUR website for the open positions. I applied to the Beypazarı Akropol Thermal facilities. I went for interview and they accepted me in the Call Center department.

• There was an elderly person working there for a time. He helped me a lot by providing me with in service training. And I improved myself by fixing the business in my mind. Sometimes they organise contact trainings to refresh and improve productivity and I participate in them once a month to improve my job.

• No curriculum was applied, it was an in service training to meet the needs of the company. The in service training is sometimes insufficient.

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Our job is one that requires patience. Anyone with every kind of psychology can phone us. We work for 9 hours a day. We have to make nearly 200 calls a day. In the thermal facility, time shared property is sold, so we have to convince families and our performance is measured depending on the sale we make. If there is drop in performance we lose our job. Last month 30 people were fined. Do you like your job? I do not know. I cannot make any comment. While performing your job how the technology you use facilitates your job?We use telephone. I work with a limited credit telephone and computer debited on me. What are the problems you face while performing your job ?To confront with people of different psychologies and to stand their words sometimes as insulting during convincing process. We work side by side with 15-20 call center workers in the same workplace and

• we have difficulty with the noise. And sometimes we experience funny and different events and the dialogues develop us.

• Do you think that the content and duration of subjects in the call center operatorship vocational training module satisfying? Do you have suggestions?

• Those with patience should start this job. Trainings of communication teaching to use the sound should be included. The curriculum and the content of the lessons are quite satisfying. If I had received such a training before starting work, I would be more ready. We just try to implement our job in practice during a process of learning by doing.

• Can you participate in the meeting of L@jost project in Turkey?

• I am a national swimmer in sport federation. On June there will be competitions but if the time is suitable for me I would like to participate.

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Name : EREL ÖZCAN Place of Interview: EDFPlace of Employment : Beypazarı Akropol Thermal • How did you get the job of Call Center Operator, did

you receive vocational training, if yes where did you receive this training, how long did your training take, and do you think the content and duration of the training as satisfactory or not?

• I did not receive any training before. A friend working in Akropol company invited me due to need for staff and they employed me. They recruited me in the Call Center department. There was an elderly person working there for a time. He helped me a lot by providing me with in service training. And I improved myself by fixing the business in my mind. Sometimes they organise contact trainings to refresh and improve productivity and I participate in them once a month to improve my job.

• I try to gain information by reading the training materials tailored in accordance with the company policy and with the help of the experienced staff. By fictionalizing the work in my brain I improved myself. Sometimes the company organizes contact trainings once a week and I improve my job by participating in these trainings. When there is drop in productivity the company gathers the staff and provides training.

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No curriculum programme was applied in the training. I just participate in the in service training due to need of the company. But the in service training is sometimes not sufficient. Our job requires patience. We can meet anyone with any psychology in our telephone interviews. . We work for 9 hours a day. We have to make nearly 200 calls a day. In the thermal time shared property is sold, so we have to convince families and our performance is measured depending on the sale we make. If there is drop in performance we lose our job. Last month 30 people were fined. I know that I can lose my job if my performance drops. We are in a vivid, conditioned and continuous training process. Do you like your job? I do not know. I cannot make any comment.

• While performing your job how the technology

you use facilitates your job?• We use telephone. I work with a limited credit

telephone and computer debited on me. • What are the problems you face while

performing your job ?• To confront with various people of different

psychologies and to stand their words sometimes as insulting during convincing process. We work side by side with 15-20 call center workers in the same workplace and we have difficulty with working in spite of the noise. While performing our job, we experience different events and dialogues makes us improve. Sometimes people say bad words but I often convince them to behave politely.

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• Do you think that the content and duration of subjects in the call center operatorship vocational training module satisfying? Do you have suggestions?

• Those with patience should learn this job. Trainings of communication teaching to use the sound should be included. The curriculum and the content of the lessons are quite satisfying. If I had received such a training before starting work, I would be more ready. We just try to implement our job in practice during a process of learning by doing.

• Can you participate in the meeting of L@jost project in Turkey?

• I am a national swimmer in sport federation. On June there will be competitions but if the time is suitable for me I would like to

participate.

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L@jost

THANK YOU FOR YOUR ATTENTION…

Learn About Finding Jobs for the disabled

L@jost