scholarly journals Language Training and Language Training Practices in The Call Center Industry

2021 ◽  
Vol 04 (10) ◽  
Author(s):  
Ma. Fe. B. Belasoto ◽  
Keyword(s):  
Qualitative Analysis ◽  
Call Center ◽  
Language Skills ◽  
Call Centers ◽  
Language Training ◽  
Training Assessment ◽  
Knowledge And Skills ◽  
Descriptive Research

Language training practices, in terms of management of training communication, are common to all call centers. Call center policies, requirements as well as activities are implemented and regularly observed. This descriptive research, which used qualitative analysis, investigated the language training practices employed by language trainers in developing the language skills of call center agents and the call center agents’ perception of the effectiveness of language training provided by the call center. Data were drawn from interviews with language trainers and call center agents. Results revealed that language trainers had the same practices in their respective companies during the language training in terms of language training assessment, monitoring, and coaching. However, in terms of components or key areas in the criteria used for the training processes, and the manner of implementation of the activities or intervention conducted varies from one call center to another. Accent neutralization was taught and practiced to eliminate regional accents while using scripted language is for formats and call branding for first- timers. The findings of this study also showed that language training provided by call centers was perceived differently by call center agents. Call center agents found the training good enough for the job, while others did not. Findings of the study also revealed that the training was more focused on products and less on language aspects. Agents believed that not all knowledge and skills learned were applied in the actual job. Call centers may consider focusing the training on language, specifically on areas/aspects that agents found to have a deficiency.

scholarly journals Kinerja Call Center 108 Dalam Memberikan Informasi Di PT Infomedia Bandung

2019 ◽  
Vol 3 (2) ◽  
pp. 179-185
Author(s):  
Dewi Untari ◽  
Muhammad Faizal
Keyword(s):  
Service Provider ◽  
Call Center ◽  
Qualitative Data ◽  
Call Centers ◽  
Information Service ◽  
Telephone Number ◽  
Descriptive Research ◽  
Data Passing

The purpose of this study was to study the achievement of 108 call centers in providing information. This study uses a type of research Descriptive research using qualitative data collected rather than data, passing data that can be obtained from observations, field records and interviews. the results of the study regarding Call Center Performance 108 in providing information. Call Center 108 has an important role for its users to get telephone numbers throughout Indonesia and information about Telkom services, because Call Center 108 is the only Telkom telephone number information service provider in Indonesia. the call center agent's 108 performance is quite good, this can be seen from the average agent performance table, but there are still some agents who have not yet obtained the predetermined value which is 100 that has been determined in the service parameters of PT. Infomedia Nusantara.

scholarly journals (الوقف والابتداء في القرآن الكريم والاستفادة منهما في تعليم اللغة العربية (سورة الذاريات نموذجا

2019 ◽  
Vol 3 (01) ◽  
pp. 65-77
Author(s):  
Wahdah Nusaibah Al Muniroh ◽  
Saadiah Ratnasari Sagala
Keyword(s):  
Qualitative Analysis ◽  
Data Reduction ◽  
Analytical Method ◽  
Language Skills ◽  
Language Training ◽  
Data Display ◽  
Analysis Model ◽  
Important Data ◽  
The Relationship

The scholars' concern with the knowledge of the Waqf and the Ibtida of their writings indicates that it is valuable in the sciences of the Qur'an. Since the Qur’an was revealed in Arabic, the teaching of this language is needed by the students of knowledge. The researcher wanted to highlight the relationship between the science of Waqf and Ibtida and teaching the Arabic. The research aimed to uncover the phenomenon of Waqf and Ibtida in the sciences of the Qur’an and their relationship with the teaching of the Arabic, and then clarify the proposed method to take advantage of the analysis of the Waqf and Ibtida limited in Surah Al-Dzariat in the teaching of the Arabic. To achieve the research objectives, the researcher used  descriptive analytical method based on the qualitative analysis model of Miles and Huberman. She followed its three steps that begins from data reduction and then data display and conclution, to obtain important data in the analysis of the issues of Waqf and Ibtida from that surah. The research had resulted in a number of results, the most important of which is to clarify the importance of the science of Waqf and Ibtida in the sciences of the Qur'an, and that this science is relevant to the teaching of the four language skills, and the appropriate way to apply the rules of Waqf and Ibtida in the teaching of Arabic is to carry out language training in accordance with the rules.

scholarly journals Relação entre condições de trabalho e sintomas vocais em operadores de um call center modelo

2017 ◽  
Vol 22 (0) ◽  
Author(s):  
Bárbara Bento Girardi ◽  
Daniel Lucas Picanço Marchand ◽  
Taís de Campos Moreira ◽  
Renata Loss Drummond ◽  
Mauriceia Cassol
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Voice Symptoms

RESUMO Introdução Os operadores de call centers são profissionais da voz com alta demanda vocal e, consequentemente, sujeitos a distúrbios e sintomas vocais. Objetivo: Caracterizar aspectos vocais e laríngeos em operadores de um call center que segue as normas regulamentadoras de ergonomia, mensurando autopercepção vocal, avaliação otorrinolaringológica e análise perceptivo-auditiva vocal. Métodos Participaram do estudo 30 operadores de call center, entre 18 e 41 anos de idade. Todos os sujeitos foram avaliados por meio da Escala de Sintomas Vocais - versão brasileira da Voice Symptoms Scale (VoiSS), avaliação otorrinolaringológica por meio de videonasofibrolaringoscopia e avaliação perceptivo-auditiva da voz com a escala GRBASI, que avalia grau de alteração vocal (G), rugosidade da voz (R), soprosidade (B), astenia (A), tensão (S) e instabilidade (I). Resultados Na Escala de Sintomas Vocais, houve correlação entre o domínio geral e os demais subdomínios e entre os subdomínios limitação e físico. Na avaliação otorrinolaringológica, 12 operadores apresentaram alguma alteração, como acúmulo de secreção à fonação e fendas. A análise perceptivo-auditiva da voz encontrou indivíduos com vozes normais e com grau de alteração discreto a moderado, além de correlação entre o item instabilidade da escala GRBASI com o grau geral, rugosidade, soprosidade e astenia. Conclusão Ambientes de trabalho adequados e que primam por cuidados com a voz podem melhorar a qualidade laboral dos profissionais de call center, amenizando os riscos de desenvolvimento de distúrbios vocais. Contudo, fatores físicos, sociais, ambientais, organizacionais e psicológicos podem ocasionar sintomas vocais nesses profissionais da voz.

scholarly journals Dimensioning a Call Center: Simulation or Queue Theory?

2009 ◽  
Vol 2 (2) ◽  
pp. 34 ◽  
Author(s):  
Marco Aurélio Carino Bouzada
Keyword(s):  
Analytical Method ◽  
Analytical Methods ◽  
Call Center ◽  
Experimental Approach ◽  
Call Centers ◽  
Experimental Methods ◽  
New Approach ◽  
Alternative Methodology ◽  
Queue Theory ◽  
Set Up

The objective of this paper is to establish a dichotomy - opposing analytical methods (such as Queue Theory) to experimental methods (such as Simulation) and discussing their adequateness to complex operations - set up in the matter of dimensioning the handling capacity of a large brazilian call centers company. The literature related to the application of such methods at call centers is reviewed, and the way the question is treated nowadays by the company is described. Then an experimental approach is suggested to be implemented as an alternative methodology to deal with the issue, instead of the analytical method in use. The results obtained are used to justify the adequacy of the experimental approach to the modern call centers operation, as long as it is possible to have the model closer to reality. The main implication points to a better understanding of the operation achieved with the new approach

scholarly journals Translation Analysis of Cultural Terms Found in the Novel Ronggeng Dukuh Paruk by Ahmad Tohari and The Dancer by Rene T.A Lysloff and its Contribution to Cross Cultural Understanding Teaching

2018 ◽  
Vol 8 (2) ◽  
Author(s):  
Setyani Tri Wahyu Briliyanti ◽  
Arso Setyaji ◽  
Indri Kustantinah
Keyword(s):  
New Media ◽  
Material Culture ◽  
Qualitative Analysis ◽  
Cross Cultural ◽  
The Novel ◽  
Social Culture ◽  
Cultural Understanding ◽  
Descriptive Research ◽  
Cultural Terms ◽  
Translation Analysis

The objectives of the study are (1) To categorize the cultural terms found in the novel Ronggeng Dukuh Parukinto The Dancer(2) To describe the techniques implemented in the translation of cultural terms in the novel Ronggeng Dukuh Parukinto The Dancer (3) To find out the contribution of novel Ronggeng Dukuh Paruk and The Dancer to Cross Cultural Understanding teaching.This is a descriptive research with qualitative analysis. The writer used following steps: (a) the writer read the novel Ronggeng Dukuh Paruk by Ahmad Tohari and its translation The Dancer by Rene T.A. Lysloff, (b) the writer search the cultural terms in the novel, (c) the writer analyzed the cultural terms found in the novel Ronggeng Dukuh Paruk and its translation The Dancer, (d) the writer analyzed the technique of translation, (e) the writer analyzed both of the novel to find out the possible contribution to Cross Cultural Understanding teaching. The result of this research are (1) Categories cultural terms found in the novel Ronggeng Dukuh Paruk and The Dancer. There are four categories of cultural terms related to Ronggeng Dukuh Paruk and The Dancer. Those are material culture, social culture, activities and procedures, and then gestures and habits. (2) technique implemneted in the translation of cultural terms in the novel Ronggeng Dukuh Paruk into The Dancer. In translation the novel, the translator applied borrowing technique i.e without any change the word of culture. (3) contribution of the novel Ronggeng Dukuh Paruk and The Dancer to Cross Cultural Understanding teaching. The contribution of translation analysis of cultural terms in the novel is giving information and developing the student’s knowledge. It also can be the new media of Cross Cultural Understanding teaching. 

scholarly journals KNOWLEDGE AND ATTITUDE OF NURSES TOWARDS POST-OPERATIVE PAIN MANAGEMENT IN MUHAMMADU ABDULLAHI WASE TEACHING HOSPITAL KANO – NIGERIA

2020 ◽  
Vol 6 (1) ◽  
pp. 49-62
Author(s):  
Rabiu Musa ◽  
◽  
Halima Muhammad ◽  
Keyword(s):  
Pain Management ◽  
Sample Size ◽  
Teaching Hospital ◽  
Postoperative Pain Management ◽  
Knowledge And Skills ◽  
Descriptive Research ◽  
Post Operative Pain ◽  
Knowledge And Attitude ◽  
Nurses Attitude ◽  
Prolong Hospital Stay

Knowledge and attitude of Nurses towards post-operative pain management in Muhammadu Abdullahi Wase Teaching hospital Kano. Knowledge and skills of Nurses towards post-operative pain managements haven being an issue in Muhammad Abdullahi Wase Teaching hospital due to workload, inadequate staffs, lack of adequate equipment’s to access patient level of pain .Aim to assessed the knowledge level of Nurses towards post-operative pain management, to determine the level of Nurses attitude towards post-operative pain management and identified the complication of inadequate post-operative pain management in Muhammad Abdullahi Wase Teaching Hospital Kano. Post-operative pain management has being an integral issue in patient who has undergone surgery leading to poor wound healing and prolong hospital stay. The descriptive research design was used to uncover knowledge and attitude of nurses towards postoperative pain management , a self-structured questionnaire was administered to population of fifty eight (58) respondents and sample size of fifty(50) was determined using Taro Yamane formula for determining sample size n= N/ (1+N(e)2). Method of data analysis was done using SPSS version 22. The result of the study shows that Nurses have a good knowledge and attitude towards post-operative pain managements. It was concluded that Nurses in surgical wards should indulge into continuing education programmed, in-house training and seminars in pain managements to boost their knowledge and skills.

scholarly journals Struggle in Tere Liye’s Novel Dia Adalah Kakakku

2019 ◽  
Author(s):  
Dewi Puspita Suroyo ◽  
M. Manugere
Keyword(s):  
Data Analysis ◽  
Qualitative Analysis ◽  
Accurate Description ◽  
The Novel ◽  
Descriptive Research ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
Descriptive Qualitative

This study aimed to find out and describe the struggle of an older sister to her younger siblings. Struggle was to progress with difficulty or to make a strenuous effort. Effort and struggle were directed towards the achieving of an end which was realized as one’s ideal. Struggle meant everything that was done to achieve a goal. Effort and hard work had to be achieved as the key to success. All of that were an attempt to achieve something expected for the sake of glory and kindness. The data analysis technique used was descriptive qualitative analysis. The descriptive research attempted to describe, explain and interpret conditions of the present or descriptive research sought to provide an accurate description of observations of a phenomenon. The results of the study showed that struggle in the novel was concerned with: (1) to earn a better living, (2) to give proper education, (3) to save life.

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