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1、大家学习网http:/club.TopSUnit 14 (a) Direct service providerI. Teaching Objectives:i. To enable Ss to talk about insurance and changes in working practicesii. To practise listening for specific informationiii. To review language of future possibility/probabilityII. Materials needed: Cassette- Pass Cambri
2、dge BEC PreliminaryIII. Teaching Process: i.Unit overviewThe call centreWarmer: Ss discuss the advantages and popularity of call centres.Listening 1: Ss listen to a manager talk about why his company uses call centres and complete notes about the company. Ss then listen again and answer multiple-cho
3、ice questions.Vocabulary: Ss match insurance words with definitions.Language focus: Ss review the language of future possibility and probability.Speaking: Ss discuss four statements about the future.Working in a call centreListening 2: Ss decide if statements about a call centre are true or false th
4、en listen to the manager and check their answers.Reading: Ss look at descriptions f people and say who might be interested inworking in a call centre.Speaking: Ss discuss what changes direct services and the Internet might bring.Self-studyVocabulary: Keyword exercise (insurance).Odd one out exercise
5、.Gap-filling exercise (insurance).Exam practice: Multiple-choice gap-fill test.ii.Detailed study of this unitStep 1 The call centerBackground:大家学习网http:/club.TopS呼叫中心是英国发展最迅速的行业之一。越来越多的金融服务企业向保险公司，银行已将经营方式改成以电话为主要手段的经营方式。它们正在建立集中的电话中心，处理全国的呼叫业务。呼叫中心通常设在商务园区和城区以外，土地较为便宜的地区。顾客服务中心的营业时间比商业大街的商店长得多，每天几乎
6、是随时提供迅速的应答。强大的数据库和先进的电话技术使许多公司能够高效率的处理频繁的电话，轻松的监督公司的服务质量和大幅度减少成本。英国是欧洲呼叫中心数量最多的国家，从业人员中目前约有 1%的人从事这个行业。这个数字会在不久的将来上升到 2%。Call centers are one of the fastest growing sectors in the UK. As more and more financial service companies such as insurance companies and banks change to telephone-based busines
7、s practices, they are setting up centralized telephone centers which handle all national calls. The call centers are usually set up in business parks and out-of-town locations, often in areas with relatively cheap land such as Scotland or the north-east. Open much longer than high street shops, the
8、customer service centers offer an instant response at almost any time of day. Powerful databases and new telephone technology allow the companies to handle large volumes of calls efficiently, monitor the quality of their service easily and reduce costs dramatically. The UK has more call centers than
9、 any other European country and at present about one in every 100 employees works in one. This figure is expected to rise to one in fifty in the foreseeable future.Ex. 1 SpeakingT introduces the subject of call centres and asks Ss what they might be, how they work and whether they are popular in Chi
10、na or not.Useful expressions:1. direct, quick and efficient2. reduce costs3. no need to pay commission to brokers or agents4. without the limitation of time and place5. dont have to pay high rents for locations6. Customers also benefit7. Providing services directly by telephone has the advantages su
11、ch as 大家学习网http:/club.TopSEx. 2 Listening 1Before playing the cassette, T tells Ss to read the gapped notes and points out that the gaps can be filled with up to three words or a number. T plays the cassette and Ss listen to George Watt, the National Sales Manager at Direct Line, and complete the no
12、te about Direct Line. Note:1. cost 侧重所花的代价，成本2. Premium 保险费， money you pay for insurance3. loan 通过正式手续所借的款项4. pension 养老金5. commission 佣金 money pay to a salesperson for every sale he /she makes. E.g. commission agent 代销机构commission sale 委托出售6At ones fingertips 立即可以得到，近在手边E.g. With business informati
13、on at our fingertips, we can solve your problems easily.Ex. 3 Listening 1Ss read through the multiple-choice questions before listening to the cassette again. Ss listen again and finish the multiple-choice questions. In feedback, T explains the difference between operator and operative.Note: operato
14、r being a general term for people who answer telephone enquiries full-time while operative is used by George Watt as a technical term referring to Direct Line staff.Ex. 4 VocabularySs match the insurance /financial services words and their definitions. T reminds Ss that they can use the tape script
15、on page 141 to help them. During feedback Ss quote from the tape script in support of their answers.T elicits from Ss ways of expressing future possibility and probability. T then draws Ss attention to the Dont forget! section. T reminds Ss that will is normally reduced to ll in speech. Ex. 5 Speaki
16、ngThe statements give opinions about how basic business practices will 大家学习网http:/club.TopSdevelop in the future. Ss offer their own views.Step 2 working in a call centreEx. 1 Listening 2Ss read the statements and discuss them in pairs before deciding which are true and which are false. T elicits feedback before playing the cassette for Ss to check their answers.Note:1. The computer system does monitor whether operatives are at their
