TRAINING PHASES

REACTIVE

ACTIVE

PROACTIVE

I. PROACTIVE
This training phase caters to new entry employees prior to their deployment. It covers
essential training sessions to equip them with the basic and necessary knowledge and skills
for the job. In proactive phase, training parameters are set to strictly measure performance
of Customer Service Representative.

1. Induction Training
Description:
This is the on-boarding training for new entry employees. This features the profile of the
company and its mission and vision. It encompasses the introduction of rules and
regulations of the company and service level agreement that equip agents to be acquainted
with the system and procedures. The purpose of this training is to welcome new entry
employees. Through the presentation of the company profile and its values, it ensures
employee adaptability to his new role and allows the employee to quickly deliver effective
results. This also reduces employee turnovers since it will guarantee clarity of job scope
among them. Lastly, this training ensures operational efficiency through providing the
basic work culture and job background.

Specifics Topics:
MRI CODE (Conduct, Organizational Discipline and Ethics) Handbook discussion, Service
Level

2. Product Training
Description:
This is the most essential part of the whole training process, aside from the skills and
system navigation. This training revolves around the products and services that the client
company-Meralco- offers to its customers. Knowing its roots, stems, branches and other
relevant concepts would help not only the trainees but also the customers. At the end of
this training, trainees will have an adequate range of knowledge about the clients and
operations. It will equip

Specific Topics:
a. MRI-Meralco Call Center Set-up: are taught to trainees to be informed and be
familiarized on how the operations of this division and of the client’s operations
work. This division is basically responsible for the receipt of operating complaints.
Also, the call center houses an advanced CTI-based technology (Computer
Telephony Integration) which combines the capabilities of computer and telephone
system.
b. Meralco History: the concept on how the company was created and how it became
the organization as we know it today, from the colonial era to the Japanese regime,
from the martial law years to present. It tackles the most significant moments and
milestones of the client Company.
c. Standard Operating Procedures: is the topic wherein all standards and procedure
in relation to operations are being discussed so that all employees are calibrated in
accordance to the client’s requirements.
d. Service Application processes: as the initial topic for the product proper, it
discusses the ideas on how a prospective customer can apply for an electric service.
Also, it is not limited to those who are applying for a new service, application for a
different service with an existing account are also being discussed.
e. Customer Complaints and Operating Complaints: are some of the fundamental
topics that is included on the product training. This involves all operating troubles,
concerns that affect electricity, from interruption to defective facilities, and
complaints from customers who complains about their billing and other services.
f. Introduction to SCADA (Supervisory Control and Data Acquisition): this topic
deals with the company’s system that detects trouble (other term for interruption)
on a real-time data summarization. This is discussed so that trainees will have an
idea that a system is readily available for them to look over.
g. Meralco Statement of Account: this concept is taught so that every trainee will
have an idea on what are the different parts of the bill (as customer’s term for
statement of account), what is the purpose of each segment so that when a time
comes that an agent needs to help a customer in navigating the statement of
account, that agent can readily help.
h. Meter Reading: as a technical concept, deals on how an electric meter is read, from
using tools to the qualification of a meter reader so that competence in terms of
reading to its reader can be considered.
i. Meter related Concerns: is where we discuss technical related issues that affect
the customer’s primary facility, the electric meter. Either meter has technical
concerns or has defects.
j. Payment processes: with various modes of payments, we discuss this concept with
conformance to set standards of the government, some banking institutions and also
the client’s standards.
k. Magna Carta for Residential Consumers: revolves around the concept by which
the company conforms to. It includes the rights of the customer and the company as
it is in equality. It is a charter which discusses the mandates of the government not
limited to Meralco, but the whole Electric Industry in the country. Having an idea
about this will enable employees to have a grasp of the rulings and basis for decision
making.
l. Off-line responsibilities: involves tasks for non-voice agents conducting work from
other touch points. Be it from the textlines and email, they conduct back-up support
during peak times, recording Interactive Voice Recordings (IVR) and text blasts for
updated on electric trouble affected areas.
m. Peak-Off peak rates program: as a special pricing scheme, is a concept wherein
technical skills and ideas about the concepts is a must for it is an important
marketing program made and delivered only by Meralco.
n. Meter deposit refund: is a topic that discusses the refund procedures and
qualifications of the customer.
o. Performance based regulation is a performance incentive scheme (PIS) that
rewards each Regulated entity (like Meralco-a Distribution Utility) for achieving
specified performance target levels, and penalizes it for failing to achieve specified
target levels. Also, it discusses the Guaranteed Service Level wherein a
rebate/refund may be credited on a customer’s bill when they reach a certain
qualification.
p. Senior Citizen Discount: is discussed so that a trainee will have an idea on this
specific discount not only that this discounts is very detrimental since its has a lot of
difference than that of the separate senior citizen discount widely known by the
populace.
q. Annual Update of Bill Deposit: is product/service as a result of DSOAR and EPIRA
Law that tackles the concept that every account under an electric cooperative
should be updated on a yearly basis. The standard and technical objective of this is
also being discussed.
r. Kuryente Load (Kload): as a new product that promotes efficient use of electricity
and how a customer will save cost essential for budgeting inside a household.
s. Net metering: is a special product that is both technical and serves as a marketing
point of sales. Net Metering is a service wherein a customer may opt to install a
renewable energy source that is less than 100 kW in capacity. The consumption will
be measured by a special meter to be installed once approved. Due to its
technicality, only the concepts are discussed since only Level B and agents(tenured)
this type of call is routed to.
 t. SMS Payment Reminders: as a way to have an update about an account’s monthly
bill being sent to a customer’s mobile number.

3. Soft Skills Training

Description:
This training has been designed for Meralco Call Center agents to equip them with basic
knowledge on effective communication with clients and customers. It entails various
sessions of classroom learning. It covers grammar basics, communication skills, customer
service training. In Customer Service Training, new entry employee can develop
their customer service skills. This training session tackles the importance of meeting
customer satisfaction, handling difficult customers. These customer service skills aid their
interaction with both internal customers and external customers.

In call center trainings, agents who complete basic training are put into a “protected”
environment. Basic instruction and role play on key elements of interacting, including
respect, courtesy, professionalism, communicating difficult concepts, handling customer
complaints and dealing with frustrated customers are covered in this module. Call Center is
a dynamic real-time environment where constant change is customary, so agent training
requirements do not end with a basic training course. Weekly or bi-weekly up-training
courses are important for introducing new content or for reinforcing an existing process.
This is a positive activity, as agents appreciate the opportunity to get off the phones, share
and discuss customer feedback and ask questions. Most call centers find that agents value
up-training sessions, appreciate management support and are refreshed and enthusiastic
about returning to their calls.

Specific Topics:
Effective Communication Skills and Customer Rapport

4. Call Flow Training

Description:
Call flow is the “skeleton” on which a response to a call is patterned to. It is an essential
part of the proactive phase. It is designed to train new employees on call handling and
management. Call accuracy and efficiency is promoted through this training. The do’s and
don’ts in handling calls are tackled so that every agent will be calibrated to the standard
call procedure and will have an idea on what should be avoided during a call. Call
parameters are discussed so the new employee will be aware of future faults that they may
incur. Call Simulations are included as supplemental activity to measure the effectiveness
of the training.
Specific Topics:
Standard Call Flow, Basic and immediate protocols

5. Technical Skills Training

Description:
Technical Skills Training is explicitly designed for the MRI-Meralco Account. This module
plays a major role in building a positive work environment and is essential for the success.
Training is necessary to prepare agents and give them the information and skills they need,
accurately address customers inquiries or questions, and efficiently navigate the client’s
system (Customer Management System) to access information and correctly process
transactions. It covers how to access and navigate computer and phone system, where to
obtain information, procedures in concern type- reports- erroneous bill Meralco, creation
of Concern Record- Inquiry on bill amount and bill details, Concern Management, steps in
concern type in creating referrals for high bill, low bill and meter related concerns. It is
essential to equip and train agents to interact with customers professionally, to inspire
confidence, and to deliver an outstanding customer experience.
Specific Topics:
Customer Management System, Report Creation, Referral processes

II.ACTIVE
This training phase caters to deployed employees. It covers various training sessions and
methods such as e-learning to continually develop them in this field. In this phase, various
programs are implemented to provide growth among existing deployed employees.

A. Product Training
Description:
This training involves product training updates and refreshers. This is developed to ensure
quality maintenance of agent’s performance. It will allow agents to keep up with the fast
changing line of work.

1. Updates
This involves the client’s product and services. It is conducted through discussion and
forum where concepts not only by the trainer but also the existing employees will have a
freedom to discuss and be familiarized with, also to be able to grasp the whole concept of
the update/s. The said update/s may be from the client’s side for proper dissemination to
the SP’s employees or updates from the standards of the company-MRI.

2. Refresher
Refreshers on updates are conducted either every weekend or as scheduled with the aid of
the Operations Team. These refreshers are identified by the Quality Assurance Team and
endorsed to the Training and Development Team, the latter will create a training plan and
will prepare all instructional materials needed, after which, a coordination with the
operations team will be made so that scheduling of manpower will be carry over so that it
will not affect the operations greatly. This will enable all existing agents to accumulate new
ideas and concepts or to assemble new thoughts that will greatly help them in dealing with
customers.

B. Technical Skill Training

Description:
This training involves technical skills training updates and refreshers. This is developed to
equip existing agents with the advancement on technology usage of the client company. It
will allow agents to be at par with other international companies.

1. Updates
This entails on-going courses that introduce new services, new processes or changes to
existing procedures, or changes to quality or performance goal. Partnership with client or
other operating groups is done to help develop and deliver wide scope of technical updates,
simulations among the employees.

2. Refresher
Refresher trainings, which generally lasts 1 to 2 weeks, encompasses technical c and is
intended to ensure quality agents’ skills on the applications and system of Meralco. This
module covers all services and procedures and guidelines that agents are required to
adhere to when processing transaction or advising customers. It is accompanied by
simulations and spot checks to measure training effectiveness.

C. Communication Skills Training

1. Grammar 101, Advanced Level

Description:
This training program has been designed and developed by MRI for the Meralco Account.
This training program is tailored to customer service representatives’ needed knowledge
for grammar from basic to complex English. It entails easy to understand and easy to use
sentences and concepts vital in communicating with English speaking customers. Within
each topic, agents will learn about grammar and accomplish exercises and activities that
help them become more confident in English communication. This is followed by a
discussion of problems that common Filipino agents face for a particular grammar topic,
and learner-focused activities such analysis of learner errors specially in this Meralco Call
Center. The training provides agents with supplementary practical readings and hand-outs
on different usage of grammar in communicating with customers. Through this module, it
will boost confidence of agents in communicating using the English language.

2. Pronunciation
Description:
This program has been designed to change and improve the way agents speak. Through
face-to-face training in a small group setting with various workshops, quizzes and
resources, it will definitely change and improve the way agents speak in English.

Invaluable dedication and perseverance to improve their speech is the key. This program
will give them maximum practice enabling them to be confident English communicators.
The training will start with a pronunciation assessment of each participant. The program
will be personalized based on the group’s common challenges. This will encompass wide
range of topics which aims to improve pronunciation of a certain set of sound, word stress
and intonation, dialogue practice and various forms of group and pair work that will
guarantee you're speaking as much as possible. And since only perfect practice makes
perfect, the trainer will be present to help agents correct any errors, and show them how to
pronounce sounds correctly.

3. Accent Reduction
Description:
With the varied manpower of MRI, some agents came from cities or regions with heavv
accents. These agents are valuable because of the product knowledge and skills set they
have. Through accent reduction training, we are able to preserve agents with heavy
accents. Since accent reduction is the process of modifying a person’s pronunciation so
their speech is more easily understood by native speakers, it will be beneficial to the
company. This training module encompasses face to face sessions, practical exercises and
evaluations. It will be focused on the learner’s need. The team will design training plan
based on the weak points of the learner. It will have varied duration of training depending
on the need of the agent.

D. Behavioral Training
1. Professional Development
Description:
This training module focuses on the basic character strengths and values directed toward
high quality service among customers through one’s work. It will motivate employees to be
at their best behavior. It covers conveying professional image, proper dress code, time
management, telephone etiquette and other vital concepts needed in the workplace. It will
aid agents to carry themselves better that will boost confidence and drive better work
output. This module will improve professional knowledge, competence, skill and
effectiveness in dealing with common issues and conflicts in the work area.

2. Anger and Stress Management

Description:
Anger and Stress Management training module is designed to promote wellness among
employees. Since these two factors are major blockages to a more effective and relaxed
working climate, anger and stress management is vital. This module is adapted from
various renowned psychotherapists such as Carl Jung and Carl Whittaker. It encompasses
various stress and anger management techniques that will effectively reduce stress levels,
improve temperament control, and encourage a more positive working attitude especially
in Meralco Call Center.

3. Health and Wellness Training

Description:
Health and wellness training is designed to expose agents to a broad range of issues and
information relating to the various aspects of personal health, which include the physical,
social, emotional, intellectual, spiritual and environmental aspects. Since the nature of the
job in call centers puts the health of agents to the limit, this training program will reduce
employee turnovers due to medical reasons. It covers health education, various wellness
activities appropriate for the Meralco Call Center set-up.

4. Personality Development Training

Description:
This module is centered on personal development. In this Personality Development
training, employees will learn in-depth information about personalities. This starts with a
basic introduction of personality. With this training agents can literally stop wondering
about why him/her or someone they know behaves a particular way. This module is
especially helpful for those who are striving to learn more about themselves, which course
their life should go, and to learn more about others around them. It provides practical
techniques and tips on personality development. It has face to face sessions, full packed
knowledge base, case studies and exercises.

E. Supplemental Training
1. Skills Levelling Exam Training
Description:
This is designed for Meralco Call Center Agents. It covers basic product refresher and
simulation of the actual levelling exams. This training program aims to simulate the level
testing conditions and methodology of the test to help increase the passing ratio of MRI
agents on the first attempt, when taking their Meralco skills level rating test.

2. Leadership Training
Description:
This leadership training module encompasses knowledge, techniques and best practices on
leading a team. This has been developed by MRI training team to promote better leadership
skills among supervisors. The purpose of the module is to strengthen the current
management skills with a powerful, more distinguished dimension. It has been designed to
enhance and build on the current leadership abilities. Leadership training develops the
ability of supervisors to perform in leadership roles within the Meralco Call Center set-up.
They facilitate implementation of MRI’s strategy by maximizing the collective capability of
the team. It is understood by most leaders that effective management is a prerequisite to
being viewed as a great leader. Through this program, it boosts MRI supervisors’
confidence in leading a team of efficient and capable customer service representatives. It
involves various advanced knowledge on leadership and management, case studies,
practical hands-on exercises and small group focused discussions to elevate the status of
supervisors’ capabilities.

III.REACTIVE
This training phase caters to employees with declining performance in operations. It covers
performance review and development of personalized training programs. This phase aims
to correct agent’s issues and enhance strengths of the employee. It will also decrease
attrition due to performance gaps.

A. Product Knowledge
B. Call Accuracy and Management
C. Communication Skills
D. Behavioral