Regulation Concerning Vocational Training As A Service Worker For Dialogue Marketing

Original Language Title: Verordnung über die Berufsausbildung zur Servicefachkraft für Dialogmarketing

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Regulation on vocational training for the service professional for dialogue marketing

Non-official table of contents

DialogmServAusbV

Date of expend: 23.05.2006

Full quote:

" Regulation on the Vocational training as a service specialist for dialogue marketing of 23. May 2006 (BGBl. I p. 1238) " This

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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Inbox formula

Based on § 4 paragraph 1 in Connection with § 5 of the Vocational Training Act of 23. March 2005 (BGBl. 931) and § 1 of the Law on Jurisdiction Adjustment of 16. August 2002 (BGBl. 3165), as well as the organization of the 22. November 2005 (BGBl. 3197), the Federal Ministry of Economics and Technology, in agreement with the Federal Ministry of Education and Research, arranges: Non-official Table of contents

§ 1 State Recognition of the Professional Training profession

The training profession Servicefachkraft für Dialogmarketing is recognized by the state. Non-official table of contents

§ 2 Training period

The training lasts two years. Non-official table of contents

§ 3 Objective of vocational training

The skills, knowledge and skills referred to in this Regulation shall be: The trainees are taught that the trainees are empowered to pursue a qualified professional activity within the meaning of Article 1 (3) of the Vocational Training Act, which includes, in particular, self-employed planning, carrying out and controlling. This qualification must also be proven in the examinations according to § § 8 and 9. Non-official table of contents

§ 4 Training professional image

The subject of vocational training shall be at least the following skills, knowledge and Capabilities:
1.
The training operation:
1.1
Position, Legal Form and Structure,
1.2
Vocational Training, Work, Social and Collective Bargaining Rules,
1.3
Safety and health at work,
1.4
Environmental Protection;
2.
Service Offering;
3.
Work organization, cooperation, teamwork;
4.
Operational process organization, quality assurance Actions;
5.
Dialog Processes:
5.1
Language and Written Communication,
5.2
Customer Care,
5.3
Customer Binding,
5.4
Customer Profit;
6.
Information and Communication Systems:
6.1
Software, Networks, and Services,
6.2
Databases, Privacy, 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 required in § 4 are to be used according to the instructions contained in Appendixes 1 and 2 on the factual and the chronological breakdown of 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 special operational features require the deviation. Non-official table of contents

§ 6 Training plan

The trainees have a training plan for the apprentices on the basis of the training framework plan. Create a training plan. Non-official table of contents

§ 7 Written evidence of formal training

The trainees have a written proof of education. 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. Non-official table of contents

§ 8 Intermediate examination

(1) An intermediate examination is to be carried out in order to determine the level of training. It is to take place at the beginning of the second year of training.(2) The intermediate examination shall cover the skills, knowledge and skills referred to in Annexes 1 and 2 for the first year of training and the teaching material to be provided in the course of the vocational education and training course, insofar as it is applicable to vocational training is essential.(3) The intermediate examination must be carried out in writing in no more than 120 minutes. The purpose of the test piece is to process practical tasks or cases from the following areas:
1.
Services in Dialog 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 extends to the skills listed in Appendix 1, knowledge and skills, as well as to the teaching material to be taught in the vocational education and training course, to the extent that it is essential for vocational training.(2) The final examination consists of the examination areas:
1.
Service Offering and Communication,
2.
Project Management in Dialog Marketing,
3.
Economic and Social studies,
4.
Customer conversation.
The exam is oral in the examination areas according to the numbers 1 to 3 in writing and in the examination area according to the number 4 oral on the market.(3) The requirements in the examination areas are:
1.
in the examination area Service offer and Communication: In a maximum of 120 minutes, the test subject shall be subject to practice-related tasks or cases, in particular from the areas of
a)
dialog marketing services,
b)
Core Processes in Dialog Marketing
, showing and showing that they plan and organise their work, process orders in a process-oriented way, taking into account safety and health protection at work, implement quality assurance measures, instruments and communication techniques to Customer service, customer retention and customer acquisition, as well as legal framework conditions can be taken into account;
2.
in the examination area Project management in the Dialog marketing: In a maximum of 90 minutes, the examinee shall be responsible for practice-related tasks or cases, in particular from the areas
a)
project organization,
b)
dialog systems
, showing that it projects prepare project plans and targets in a quality-oriented way, prepare and evaluate key figures of projects, use information and communication technologies and databases, taking into account 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 General economic and social relationships of the world of work and work can be represented;
4.
in the examination area Customer discussion: The test item is to be Inbound and an Outboundconversation, each of which should refer to the same product or 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 territory of products or the territory 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 calls should not exceed the duration of a total of 20 minutes.
(4) The examination performance in up to two written examination areas with "deficient" and in the other written examination areas with at least In the event of a "sufficient" assessment, the written examination by an oral examination of approximately 15 minutes shall be supplemented, at the request of the examinee or at the discretion of the examination board, in one of the examination areas rated "deficient"; if this can be the case for the passing of the test. The examination area shall be determined by the examinee. In determining the result for this examination area, the results of the written work and of the oral supplementary examination in the ratio of 2: 1 shall be weighted.(5) In determining the overall result, the audit areas are to be weighted as follows:

1.Service Offering and communication30 percent,
2.Project management in dialog marketing 20 percent,
3.economic and social studies10 percent,
4.Customer conversation40 percent.
(6) For the completion of the final examination, the overall result must be: Examination area Customer discussion and in at least two of the examination areas mentioned in paragraph 2 (1) to (3) at least sufficient examination results are provided. If the examination results are rated "insufficiently" in an examination area, the examination has not been passed. Non-official table of contents

§ 10 Entry into force

This regulation occurs on the 1. August 2006, in force. Non-official table of contents

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

(Fundstelle: BGBl. I 2006, 1241-1244)
Lfd. No. part of the training professional image skills to be mediated, knowledge and skills
1 2 3
1 The training operation
(§ 4 No. 1)
1.1 Position, legal form and structure
(§ 4 No. 1.1)
a)
Business fields of the training company and its position on the market describing
b)
explaining the structure and the structure of the training and the responsibilities in the training establishment
c)
The legal form of the training enterprise
d)
Cooperation of the training establishment with Economic organizations, public authorities, trade unions and professional representatives describe
1.2 Vocational training, labour, social and collective law provisions
(§ 4 No. 1.2)
a)
determine rights and obligations under the training contract and tasks of those involved in the dual system
b)
Compare the company training plan with the training order
c)
Describe positions of your own account calculation
d)
work-, Social and co-determination regulations as well as tariff and working time regulations applicable to the training establishment
e)
essential contents and components of a contract of employment
f)
justify lifelong learning for professional and personal development; represent career advancement and development
1.3 Safety and health at work
(§ 4 No. 1.3)
a)
detect health and safety hazards at work and take action to avoid them
b)
occupational health and accident prevention regulations apply
c)
describe behaviour in case of accidents and initiate first measures
d)
Apply preventive fire protection regulations; describe behaviour in fires and measures to combat firefighting
1.4 Environmental protection
(§ 4 no. 1.4)
contribute to the avoidance of operational environmental pressures in the occupational impact area, in particular
a)
possible environmental pressures due to the training operation and its contribution Explain how to protect the environment
b)
Apply environmental protection regulations to the training establishment
c)
Opportunities for economic and environmental energy use and use of materials use
d)
Avoid waste; feed materials and materials to environmentally friendly disposal
2 Service Offering
(§ 4 No. 2)
a)
The importance and function of dialog marketing in the overall economic How to relate
b)
distinguish services from the dialog marketing industry
c)
represent the capabilities of the training
3 Labor organization, cooperation, teamwork
(§ 4 No. 3)
a)
Considering decision-making processes and information paths in training operation and collaboration between functional areas
b)
Collating work orders that structure your own work, Working with stakeholders
c)
cooperating with internal and external partners, scheduling, preparing, and performing meetings
d)
Schedule and monitor appointments, required for schedule deviations Take action
e)
use work and organization tools as well as learning and working techniques
f)
design your own workplace, ergonomic rules at work, and protective rules for Screen workplaces and recommendations, in particular the professional cooperatives, for jobs in call centres
g)
Measures to improve work organisation and workplace design in its own working area Propose
h)
Edit tasks in a team
i)
support new employees on incorporation
j)
Avoid conflicts and contribute to conflict
4 Operating process organization, quality-assurance measures
(§ 4 No. 4)
a)
categorizing dialog-oriented organizational units into the value chain
b)
In order processing and information propagation, consider interfaces, if problems take action
c)
Customize work flows to changing requirements
d)
Analyze, evaluate, and solve process flow problems
e)
Relationship between process quality and Consider customer satisfaction
f)
implement quality assurance
5 Dialog Processes
(§ 4 No. 5)
5.1 Language and written communication
(§ 4 no.5.1)
a)
Text targeted and the
b)
use rhetorical means
c)
consider language behavior and customer type in conversation
d)
Call guidance techniques
e)
Accept and forward conversations in a foreign language as well
f)
perform inbound and outbound conversations
g)
Take action to create a voice
h)
Actions of stress
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)
Preferences of the Contracting
5.3 Customer Binding
(§ 4 No. 5.3)
a)
Perform product or service-related deliberations
b)
Perform satisfaction surveys
c)
Hold talks after dismissals
d)
dispose of delivery and payment dates, review customer's creditworthiness
e)
Edit complaints and complaints, complaint management as an instrument for customer retention using
f)
Apply customer binding
5.4 Customer acquisition
(§ 4 No. 5.4)
a)
acquire new customers
b)
identify customer needs
c)
products or services sell, conclude contracts on behalf of the client, comply with legislation
d)
offer other and higher quality products or services
6 Information and communication systems
(§ 4 No. 6)
6.1 Software, networks and services
(§ 4 No. 6.1)
a)
Use communications assets
b)
Apply operating systems, standard software, and operating software
c)
Information networks and services
d)
distinguish industry-specific communication systems by performance, application areas, and cost-effectiveness
e)
Use foreign-language sources of information
f)
communication tariffs and -Compare costs
6.2 databases, data protection and Data security
(§ 4 No. 6.2)
a)
explain the structure of a relational database
b)
use databases
c)
enter data, maintain and backup
d)
Justify the need for data backup, apply legal and operational rules on data protection
e)
explain the need to protect against damage-based programs, safeguard measures
7 Projects
(§ 4 No. 7)
7.1 Project Preparation
(§ 4 No. 7.1)
a)
derive project plans from project goals
b)
develop sub-tasks
c)
information and Set up and use communication structures for project work
d)
Develop project discussion
7.2 Project execution
(§ 4 No. 7.2)
a)
Transform expiration plans
b)
Project tasks coordinate with stakeholders
c)
Report operational deviations in the project flow, participate in the development of solution alternatives
d)
Project runs to change requests from clients customizing
e)
leading working time accounts
7.3 Project controlling
(§ 4 Nr. 7.3)
a)
document project runs and results
b)
Collect metrics of projects, prepare and forward order accounting
c)
Project statistics create
d)
Identify and capture costs
e)
participate in the creation of the final report
f)
Create accounting as a tool for clerical control and
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Appendix 2 (to § 5)
Training framework plan for vocational training as a service professional for dialogue marketing-Time Outline-

(Fundstelle: BGBl. I 2006, 1245)
First Training year
(1) In a total of three to five months, the skills, knowledge and skills of the vocational education and training positions are focused on the following: style="font-weight:normal; font-style:normal; text-decoration:none; ">
1.1
Position, Legal Form, and Structure,
1.2
VET, labor, social and collective bargaining regulations, learning objectives a to d,
1.3
security and Health at work,
1.4
Environmental protection,
2.
Service Offering,
5.1
Language and Written Communication,
6.1
Software, networks and services, learning goals a and b,
to convey.(2) In a total period of three to five months, the skills, knowledge and skills of the vocational training positions shall be focused on
3.
Work organization, collaboration, teamwork, learning goals e and f,
5.2
Customer Care,
6.1
Software, Networks and Services, Learning Goal c,
6.2
Databases, Data Protection and Data Security, Learning Objectives b and c,
.(3) In a total period of three to five months, the skills, knowledge and skills of vocational training positions are focused on
3.
Work organization, collaboration, teamwork, learning goals a and b,
5.3
customer retention,
6.2
communicating databases, privacy, and data security, learning goals d, and e,
.
Second training year
(1) During a period of time from a total of three to five months, the skills, knowledge and skills of vocational training positions are focused on
5.4
Customer acquisition,
6.1
Software, Networks and Services, Learning Goals d to f,
6.2
Databases, Privacy and Data Security, Learning Target a,
.(2) In a period of a total of two to four months, the skills, knowledge and skills of vocational training positions shall be focused on
1.2
VET, labor, social and collective bargaining regulations, learning goals e and f,
3.
Work organization, cooperation, teamwork, learning goals g to j,
4.
Operational process organization, quality assurance measures
.(3) In a period of a total of four to six months, the skills, knowledge and skills of vocational training positions are focused on
3.
Work organization, collaboration, teamwork, learning goals c and d,
7.1
Project Preparation,
7.2
Project Implementation,
7.3
Project controlling
to mediate.