Call Center Associate

Program Description

North Texas is home to just under 300 call centers, with more likely on the way. Good call center representatives are imperative to attracting and retaining customers as well as communicating company values and building brand loyalty. Call center representatives usually interact with customers via a company contact number, website and/or e-mail. Customer service, strong communication skills, problem-solving and negotiation techniques are key factors of success when dealing with both inbound and outbound customer interactions. To increase growth potential within a company and to flourish in any career, it is important for employees to possess a high level of professionalism and strong workplace communications. With most entry level positions, this may be the first full-time job that a student has and having a good understanding of personal finance is key as they start out.

Length of Training

This 166-hour program will prepare an individual with the skills for employment at a call center through hands-on training. Students can expect to complete the program in a minimum of one semester and even as quickly as within 4 months by attending day, evening and/or online classes.

Prerequisites

Keyboarding I
Computer Basics & Windows

RubricCourseworkHours
ITSC 1044 Call Center Basics and Best Practices24
MRKG 1000 Customer Service for Call Centers24
BUSG 1012 Professionalism in the Workplace8
BMGT 1022 Workplace Communications8
PFMZ 1000Personal Finance8
POFT 1010 Keyboarding for Call Centers 12
 Total84

Textbook and Flash drive required for all classes.
Classes will vary by semester

More Information
Please contact Heather L.:
972-238-6918 or
email HLozano@dcccd.edu

Call Center Basics and Best Practices
Hours: 28
This course will provide individuals interested in working in this field the fundamental concepts of a call center. It will cover types of call centers (inbound, outbound, specialized internal call centers, collections, sales, technical support, and more). The characters that define an effective call center: people, process and technology. Service concepts, skill sets, career paths, and operations of a call center in addition to the latest trends and best practices. It will involve a tour of a local call center.

Customer Service for Call Centers
Hours: 42
This course will introduce the skills needed to provide the best customer service in a call center environment, including interpersonal skills, improving voice quality, verbal and written communication basics, concise documentation, protecting customer privacy, making accurate reports, and data entry. In addition this course will offer key information for customer support including listening and questioning, maintaining control of a call, managing stress, decision making, tailoring responses, determining current and possible future needs, building relationships, writing for the end user, best practices in using web and e-mail based support. Finally, the course will cover dealing with difficult customers without losing perspective, using negotiation techniques to turn potential customer loss into customer retention, and maintaining a sense professionalism under pressure. Through the use of multimedia applications, role playing and scripts, the students will learn how to best apply these skills.

Professionalism in the Workplace
Hours: 14
This course is designed to help students understand basic business etiquette and professionalism. It will cover workplace behavioral expectations and the difference between social behavior, appropriate workplace attire and the benefits of looking professional on the job, organizational skills including prioritization techniques, time management, creating great first impressions and how all to foster a positive presence in any team. The importance of ethical behavior in business will also be discussed. The goal of this course is to provide the behavioral keys which will allow students the best chance at upward mobility within their company.

Workplace Communication
Hours: 14
This course covers all aspects of communication from basic phone communication (how to professionally answer the phone, place callers on hold, transferring calls, and leave voicemail messages) to written communication (professional business letters and email etiquette) and verbal communications (methods for handling office interruptions and coworker relations). Special emphasis will be given to rephrasing blunt responses for more professional communication and how carefully phrased words can deescalate situations.

Personal Finance and Financial Empowerment
Hours: 14
This course provides an understanding of the basics of personal financial planning. It will help students learn how to set goals, save for unexpected emergencies, manage income and benefits, manage cash flow and pay bills, deal with debt, and understand credit reports and scores. Evaluating financial service providers, products, services as well as consumer protection services will also be covered.

Keyboarding
Hours: 14
This course assists students with becoming more proficient and accurate on the keyboard. The course provides an introduction to the keyboard including finger placement; body posture; finger movement; and speed and accuracy building. Class includes 14 lecture and 12 optional lab hours. Learn alphabetic, numeric, and symbol keys in addition to 10-key skills. (Please Note: This course requirement can be waived with a placement test showing a typing speed of at least 25 WMP at 100% accuracy.)

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