Students gain a basic understanding of the call centre industry, the technologies used in call centres, performance measurements, team performance, and how they are applied to achieve significant improvements in customer service and business results. Skills for using these technologies are developed and practiced in a call centre training lab. Prior to registration, the following requirements must be met and confirmed by the department - 604-622-7838. (1) Introductory college-level courses in written and verbal communications. (2) Current Microsoft Windows applications and computer keyboarding skills. (3) A telephone interview. (4) A personal interview. (5) Satisfactory results in a core competency skills assessment for call centre agents.

By understanding the importance of the professional sales process, students develop the essential skills necessary for sales applications in inbound and outbound call centres. These skills include pre-call planning, building rapport, identifying needs and buying signals, up-selling and cross-selling techniques, overcoming objections and achieving closure. The program places special emphasis on business ethics and value for the customer. Skills are developed and practiced in a call centre training lab with examples that are typical of call centres in the financial, telecommunication, retail trade and tourism industries. Prerequisites: CLCR 1101 and CLCR 2205

Develops the essential skills for serving customers through a call centre. These skills include eliciting customer needs, using problem-solving and creative techniques to find solutions, handling difficult customers, team work and achieving professional success and personal satisfaction from working in a call centre environment. Skills are developed and practised in a call centre training lab with examples that are typical of call centres and help desks in the financial service, health care and transportation industries. telecommunication, Prerequisites: CLCR 1101

Provides the opportunity to prepare for work in the call centre industry and to gain job shadow experience. Job shadow work sites are provided by employers who have agreed to participate in the call centre program at BCIT. Successful completion of this course depends upon a formal performance assessment by the sponsoring employer. Prerequisites: CLCR 2205 and CLCR 2103 and CLCR 1101