Course Overview
This six (6) day workshop will teach participants the basic skills required for entry level positions in the Call/Contact Centre industry.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
3.0
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
Upon successful completion, the student will be able to:
- Describe the range and scope of the contact centre industry and employment within it.
- Explain the purpose and function of contact centres in a variety of industries.
- Identify components of a call centre agent's role.
- Describe jobs and functions within the call centre (agent, team leader, supervisor, manager, etc.).
- Describe monitoring, recording, coaching and other aspects of contact centre employment.
- Describe common team functions in the contact centre.
- Identify types of contact centres in the Lower Mainland, and the type of work done in each.
- Describe the typical hiring process for contact centre.
- Deliver acceptable customer service by telephone.
- Apply knowledge of vocal components to voice production.
- Identify appropriate and inappropriate phrases to use with customers.
- Apply a problem-solving process to customer problems.
- Evaluate your own customer service skills and set goals for improvement.
- Provide good customer service in writing via email.
- Manage personal stress in the contact centre environment.
- Apply a conflict-resolution approach to conflict in contact center situations.
- Identify at least five useful stress management techniques.
- Apply a process for dealing with irate callers.
- Apply a seven-step sales process.
- Build rapport with customers.
- Analyse and respond to customer objections.
- Value the connection between sales and customer service.
- Identify opportunities for upselling and cross-selling.
Effective as of Fall 2010
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.