Course Overview
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.
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
At the end of this course, the student should be able to:
Industry Overview
- Describe the difference between outbound and inbound call centres
- Describe the different types of call centre functions.
- Describe the general business strategies within call centres.
- Describe the history of the industry and its future applications.
- Identify the unique aspects of a call centre work environment.
- Describe the general organization of a call centre and the responsibilities associated with each position.
Systems and Technology
- Describe how a call flows through a call centre and the software/hardware involved.
- Define general call centre terms.
- Operate the Meridian telephone system.
- Define the term Customer Contact software.
- Describe key information provided in individual and system reports.
- Identify industry standards of performance.
- Describe various internal monitoring methods.
Team Dynamics
- Summarize the types of teams in a call centre.
- Describe the importance of team performance in a call centre.
- Describe how internal and external motivation affect team performance.
- Use feedback to help improve team performance.
- Analyse personal participation in team activities.
Personal Development / Stress Management
- Apply basic ergonomic principles at your workstation.
- Identify common sources of stress.
- Apply principles of effective goal setting.
- Recognize general and personal barriers to effective time management.
- Apply specific time-management techniques.
Effective as of Fall 2003
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.