Designing An English Syllabus for Call Center Agent of PT Telkomsel BSD

nobuyuki, oku; h. ujang suparman, m.pd, ph.d; hartoyo, m.a, ph.d;

This study was conducted to design a syllabus of English for Call Center Agent at PT Telkomsel BSD. The main objective of this study was to answer two question that?(1) What is the syllabus in serving customers? (2) What is the appropriate sllabus type for Call Center agents. In this study, the authors use research based procedures (R&D adopted by Sugiyono. 2011). The study is qualitative and just to design a syllabus and still require further research. In this research there are seven steps: (1) Need Analysis, (2) Draft of Syllabus, (3) Design Validation, (4) Revision of the Design, (5) Try out/ hearing the design, (6) Revision the product, (7) Final Syllabus. To design an English Syllabus, the writer adopted instructional design models, proposed by Yalden and Richard. Need a survey, need analysis, follow-up and designing a syllabus. The syllabus of English for Call Center PT Telkomsel, BSD consisted of 7 units. Each unit have a task and activities. Finally, the authors hope that this syllabus design can help the Call Center agent in PT Telkomsel in improving upon ability to speak English especially in serving the customers and improve service quality.