Contact Centre Environment
Description
The theory portion helps the student relate to the contact centre environment by explaining the role of the Agent in the contact centre world. Students learn about the major technology components of the contact centre and the contribution of the monitoring and coaching process to skill development.
The hands-on portion provides an opportunity to develop skills in handling in-bound and out-bound calls. Students are asked to apply keyboarding, communication, customer service, selling, math, and computer skills to simulated contact centre situations, and also to complete a live outbound community project.
Note: Check with the institution regarding start/end dates, prices, and delivery method. These may vary according to program, section, and/or semester.
The hands-on portion provides an opportunity to develop skills in handling in-bound and out-bound calls. Students are asked to apply keyboarding, communication, customer service, selling, math, and computer skills to simulated contact centre situations, and also to complete a live outbound community project.
Note: Check with the institution regarding start/end dates, prices, and delivery method. These may vary according to program, section, and/or semester.
Related Programs
Overview
- Institution: Centennial College
- Level: College
- Language: English
- Course Code: CCP104
- Delivery Method: Fully Online/Distance
Disclaimer:
Check with the institution regarding start/end dates, prices, and delivery method. These may vary according to program, section, and/or semester.
Check with the institution regarding start/end dates, prices, and delivery method. These may vary according to program, section, and/or semester.