Regulation on vocational training as a service professional for dialogue marketing

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DialogmServAusbV

Date of completion: 23.05.2006

Full quote:

" Ordinance on Vocational Training for the Service Professional for Dialogue Marketing of 23 May 2006 (BGBl. I p. 1238) "

This legal regulation is a training order within the meaning of § 4 of the Vocational Training Act. The training regulations and the coordinated framework curriculum for the vocational school, agreed by the Standing Conference of the Ministers of Education and Cultural Affairs of the Länder in the Federal Republic of Germany, will soon be published as a supplement to the Federal Gazette.

Footnote

(+ + + Text evidence from: 1.8.2006 + + +) 

  

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Input formula

Pursuant to § 4 (1) in conjunction with § 5 of the Vocational Training Act of 23 March 2005 (BGBl. 931) and § 1 of the Jurisdiction Adjustment Act of 16 August 2002 (BGBl. I p. 3165) and the organization decree of 22 November 2005 (BGBl. 3197), the Federal Ministry of Economics and Technology (Federal Ministry of Economics and Technology) is in agreement with the Federal Ministry of Education and Research: Unofficial table of contents

§ 1 State recognition of the vocational training profession

The training profession Servicefachkraft für Dialogmarketing is recognized by the state. Unofficial table of contents

§ 2 Training Duration

The training lasts two years. Unofficial table of contents

§ 3 Objective of vocational training

The skills, knowledge and skills referred to in this Regulation shall be taught in such a way as to enable trainees to carry out a qualified professional activity within the meaning of Article 1 (3) of the Vocational Training Act, which includes, in particular, independent planning, implementation and control. This qualification must also be proven in the examinations according to § § 8 and 9. Unofficial table of contents

§ 4 Training profession

Vocational training shall be subject to at least the following skills, knowledge and skills:

1.

The training establishment:

1.1

Status, legal form and structure,

1.2

Vocational training, labour, social and collective legislation,

1.3

safety and health protection at work,

1.4

environmental protection;

2.

Services;

3.

Work organisation, cooperation, teamwork;

4.

Operational process organisation, quality assurance measures;

5.

Dialog processes:

5.1

Linguistic and written communication,

5.2

Customer care,

5.3

customer loyalty,

5.4

Customer acquisition;

6.

Information and communication systems:

6.1

software, networks and services,

6.2

databases, data protection and data security;

7.

Projects:

7.1

project preparation,

7.2

Project implementation,

7.3

Project controlling.

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§ 5 Training framework plan

The skills, knowledge and skills according to § 4 are to be taught in accordance with the instructions contained in Appendixes 1 and 2 on the factual and temporal structure of the vocational training (training framework plan). A material and time breakdown of the content of the training which deviates from the training framework plan is particularly permissible, insofar as the particularities of the company's practical experience require the deviation. Unofficial table of contents

§ 6 Training plan

The trainees have to draw up a training plan on the basis of the training framework plan for the trainees. Unofficial table of contents

§ 7 Written evidence of formal training

The apprentices must have a written proof of training. They should be given the opportunity to carry out the written evidence of formal qualifications during the training period. The trainees have to check the written proof of training on a regular basis. Unofficial table of contents

§ 8 Interim examination

(1) An intermediate examination shall be carried out in order to determine the level of training. It shall take place at the beginning of the second year of training. (2) The intermediate examination shall cover the skills, knowledge and skills listed in Appendixes 1 and 2 for the first year of training, as well as those in the vocational education and training courses. (3) The intermediate examination must be carried out in writing in a maximum of 120 minutes. The test piece is intended to process practical tasks or cases from the following areas:

1.

Services in dialogue marketing,

2.

communication processes,

3.

work and task design,

4.

Economic and social studies.

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§ 9 Final examination

(1) The final examination shall cover the skills, knowledge and skills listed in Appendix 1, as well as the teaching material to be used in the vocational education and training course, to the extent that it is essential for vocational training. (2) Final examination consists of the examination areas:

1.

Services and communication,

2.

Project management in dialogue marketing,

3.

Economic and social studies,

4.

Customer talk.

The examination must be carried out in writing in the examination areas in accordance with points 1 to 3 and orally in the examination area according to the number 4. (3) The requirements in the examination areas are:

1.

In the examination area Services and communication: In not more than 120 minutes, the examinee is to carry out practice-related tasks or cases in particular from the areas

a)

Services in dialogue marketing,

b)

Core processes in dialogue marketing

, and show that they plan and organise their work, process orders in a process-oriented way with regard to safety and health protection at work, implement quality assurance measures, instruments and Use communication techniques for customer service, customer retention and customer acquisition, as well as taking into account legal framework conditions;

2.

In the examination area Project management in dialogue marketing: In a maximum of 90 minutes, the examinee is to carry out practice-related tasks or cases in particular from the areas

a)

Project organization,

b)

Dialog systems

, and show that they are preparing projects, implementing project plans and objectives in a quality-oriented way, preparing and evaluating key figures for projects, using information and communication technologies as well as databases, and in doing so, data protection and data security;

3.

In the examination area Economic and social studies: In a maximum of 60 minutes, the examinee shall process practical tasks or cases and show that he/she is responsible for the general economic and social context of the working and working world can represent;

4.

In the examination area Customer discussion: The test item should each lead to an inbound and an Outboundconversation, each of which should refer to the same product or the same service. In doing so, he is to show that he is advising customers, winning customers, conducting conversations with customers in a systematic and situation-related manner, communicating in a target-oriented way and using call guidance techniques, as well as collecting data from the course of the conversation. The basis of both discussions is the description of a product or a service. The test specimen determines either the area of products or the area of services. Two descriptions are presented to the test specimen from this area. From this he selects one. After selection, a preparation time of no more than 15 minutes shall be granted to the examinee. The customer talks should not exceed the duration of 20 minutes.

(4) If the examination performance has been rated "defective" in up to two written examination areas and with at least "sufficient" in the other written examination areas, then at the request of the test item or at the discretion of the Examination board in one of the examination areas rated "deficient" shall supplement the written examination by an oral examination of approximately 15 minutes if this can be the result of the passing of the examination. The examination area shall be determined by the examinee. In determining the result for this examination area, the results of the written work and the oral supplementary examination in the ratio of 2: 1 are to be weighted. (5) In determining the overall result, the examination areas are: shall be weighted as follows:

1.	Services and communication	30 percent,
2.	Project management in dialogue marketing	20 percent,
3.	Economic and social studies	10 percent,
4.	Customer Talk	40 percent.

(6) In order to pass the final examination, at least sufficient examination achievements must be provided in the overall result, in the examination area of the customer interview, and in at least two of the examination areas mentioned in paragraph 2 (1) to (3). If the examination results are rated "insufficiently" in an examination area, the examination has not been passed. Unofficial table of contents

Section 10 Entry into force

This Regulation shall enter into force on 1 August 2006. Unofficial table of contents

Appendix 1 (to § 5)
Training framework for vocational training as a service specialist for dialogue marketing-Sachliche Outline-

(Fundstelle: BGBl. I 2006, 1241-1244)

Lfd. No.	Part of the training profession	Skills, knowledge and skills to be mediated
1	2	3
1	The training establishment (§ 4 no. 1)
1.1	Position, legal form and structure (Section 4, point 1.1)	a) Describe the business fields of the training company and its position on the market b) Explaining the structure of the organisation and the organisation of the programme as well as responsibilities in the training establishment c) The legal form of training d) Cooperation of the training company with economic organisations, authorities, trade unions and professional representatives
1.2	Vocational training, labour, social and collective bargaining (Section 4, point 1.2)	a) Determine the rights and obligations arising from the training contract and describe the tasks of the participants in the dual system b) Compare the company training plan with the training regulations c) Describe the positions of your own pay offtake d) Pay attention to labour, social and co-determination regulations as well as the tariff and working time regulations applicable to the training establishment e) Constitute essential contents and components of a contract f) Establish lifelong learning for professional and personal development; represent career advancement and further development opportunities
1.3	Safety and health at work (§ 4 no. 1.3)	a) Identify risks to safety and health at work and take action to avoid them b) apply occupational health and safety and accident prevention regulations c) Describe behaviour in the event of accidents and initiate initial measures d) Apply preventive fire safety rules; describe behaviour in fires and take measures to combat fires
1.4	Environmental protection (§ 4 no. 1.4)	Contribute to the prevention of operational environmental pressures in the occupational field of action, in particular: a) explain possible environmental pressures through the training establishment and its contribution to environmental protection b) apply environmental protection rules applicable to the training establishment c) Use the possibilities of economical and environmentally friendly use of energy and materials d) Avoid waste; supply substances and materials to environmentally friendly disposal
2	Services (§ 4 n. 2)	a) The importance and function of dialogue marketing in the overall economic context b) Differences in services of the dialog marketing industry c) represent the range of services offered by the training company
3	Work organisation, cooperation, teamwork (§ 4 no. 3)	a) Taking into account decision-making processes and information channels in the training establishment and the cooperation between the functional areas b) Collect work orders, structure your own work, coordinate work steps with the participants c) co-operate with internal and external partners, plan, prepare and carry out meetings d) Schedule and monitor dates, take the necessary measures in case of scheduling deviations e) Use work and organization tools as well as learning and working techniques f) designing your own workplace, ergonomic rules at work, and protective regulations for workstations and recommendations, especially for the professional cooperatives, for jobs in call centers g) Propose measures to improve work organisation and workplace design in its own working area h) Editing tasks in a team i) supporting new employees during the induction process j) Avoiding conflicts and contributing to conflict resolution
4	Operational process organisation, quality assurance measures (§ 4 n. 4)	a) Categorizing dialog-oriented organizational units into the value chain b) take into account interfaces, take measures in case of problems with order processing and information transfer c) Adjusting work flows to changing requirements d) Analyze, assess, and propose solutions for problems e) Taking into account the relationship between process quality and customer satisfaction f) implementing quality assurance measures
5	Dialog Processes (§ 4 no. 5)
5.1	Linguistic and written communication (Section 4 (5.1))	a) Formulate, structure and design texts in a targeted manner and in accordance with the means of communication b) Use rhetorical means c) Take into account language behavior and customer type in the conversation d) Use call guidance techniques in a situation-appropriate manner e) Accepting and forwarding calls also in a foreign language f) Inbound and outbound conversations g) Taking measures to vote h) Applying stress management measures
5.2	Customer Care (§ 4 no. 5.2)	a) Analyze and edit customer requests b) Collect and retrieve customer and order data during the conversation c) Take into account the client's preferences
5.3	Customer Binding (§ 4 no. 5.3)	a) Carry out product or service-related deliberations b) Perform Satisfaction Surveys c) Holding conversations after dismissal d) Dispense delivery and payment dates, check customer's creditworthiness e) Handling complaints and complaints, using complaints management as an instrument for customer loyalty f) Applying customer retention instruments
5.4	Customer acquisition (§ 4 no. 5.4)	a) Acquire new customers b) Identify customer needs c) Sell products or services, conclude contracts on behalf of the client, comply with legal regulations d) Offer other products or services of higher value
6	Information and communication systems (§ 4 no. 6)
6.1	Software, networks and services (§ 4 no. 6.1)	a) Use communication assets b) Apply operating systems, standard software, and operating software c) Using information networks and services d) Distinguish industry-specific communication systems in terms of performance, areas of application and economy e) using foreign-language sources of information f) Compare communication tariffs and costs
6.2	Databases, data protection and data security (§ 4 no. 6.2)	a) Explain how to set up a relational database b) Using databases c) Enter, maintain, and back up data d) Justify the need for data protection, apply legal and operational regulations on data protection e) Explaining the need to protect against damage-making programmes, take protective measures
7	Projects (§ 4 no. 7)
7.1	Project Preparation (Section 4, point 7.1)	a) Derive project plans from project goals b) Developing Sub-Tasks c) Setting up and using information and communication structures for project work d) Drawing up discussion guides for projects
7.2	Project implementation (§ 4 no. 7.2)	a) Implementing the flow plans b) Coordinate project tasks with stakeholders c) Report operational deviations in the course of the project, participate in the development of alternative solutions d) Customizing project sequences to meet changing requirements of clients e) Running working time accounts
7.3	Project controlling (Section 4, point 7.3)	a) Document project sequences and results b) Collect metrics from projects, prepare and forward order accounting c) Creating project statistics d) Determining and collecting costs e) Participate in the preparation of the final report f) Justifying accounting as an instrument of commercial management and control

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Appendix 2 (to § 5)
Training framework for vocational training as a service specialist for dialogue marketing-Time-based breakdown-

(Fundstelle: BGBl. I 2006, 1245)

First year of training

(1) In a total period of three to five months, the skills, knowledge and skills of the vocational training positions shall be focused on:

1.1

Status, legal form and structure,

1.2

Vocational training, labour, social and collective legislation, learning objectives a to d,

1.3

safety and health protection at work,

1.4

environmental protection,

2.

Services,

5.1

Linguistic and written communication,

6.1

Software, networks and services, learning objectives a and b,

(2) In a period of three to five months in total, the skills, knowledge and skills of the vocational training positions are focused on:

3.

Work organisation, cooperation, teamwork, learning objectives e and f,

5.2

Customer care,

6.1

software, networks and services, learning objective c,

6.2

Databases, data protection and data security, learning objectives b and c,

(3) In a period of three to five months in total, the skills, knowledge and skills of the vocational training positions are focused on:

3.

Work organisation, cooperation, teamwork, learning objectives a and b,

5.3

customer loyalty,

6.2

Databases, data protection and data security, learning objectives d and e,

to be conveyed.

Second year of training

(1) In a total period of three to five months, the skills, knowledge and skills of the vocational training positions shall be focused on:

5.4

Customer acquisition,

6.1

Software, networks and services, learning objectives d to f,

6.2

databases, data protection and data security, learning objective a,

(2) In a period of a total of two to four months, the skills, knowledge and skills of vocational education and training positions are focused on:

1.2

Vocational training, labour, social and collective bargaining rules, learning objectives e and f,

3.

Work organisation, cooperation, teamwork, learning objectives g to j,

4.

Operational process organisation, quality assurance measures

(3) In a period of a total of four to six months, the skills, knowledge and skills of the vocational training positions are focused on:

3.

Work organisation, cooperation, teamwork, learning objectives c and d,

7.1

project preparation,

7.2

Project implementation,

7.3

Project controlling

to be conveyed.