This 64-hour training consists of a series of programs that teach participants the art of serving customers in a call center environment. Participants will learn how to become telephone customer service professionals, apply communications techniques which will cultivate repeat business and gain the skill-sets necessary to be a productive Telephone Call Center Customer Service Agent within the wide variety of fields call centers encompass in today’s job market.
Occupation Description
Using the telephone as a means of communication with customers on an in-bound or out-bound basis to solve problems and provide services.
Careers Available
Employment opportunities for Call Center Customer Service Agents exist as Computer User Support Specialists, Customer Service Representatives, Office Administrative Support Workers, Police, Fire, and Ambulance Dispatchers, Receptionists and Information Clerks, Inbound or Outbound Telephone Sales Associates, Social Science Research Assistants, and Telemarketers, and in a wide range of other specialty jobs where good communications skills are needed.
Entry-Level Salary
$16,000 - $49,300/yr
Learning Objectives
This course will provide a basic foundation of skills necessary for employment in the call center industry. Participants will learn what defines a good customer service experience, gain an understanding of verbal and non-verbal communication, develop the tools to become better listeners and learn how to gather information in order to address customer service issues. Participants will learn basic call center performance metrics and ways to improve their performance in these areas. Additionally, participants will also have the opportunity to develop keyboarding skills.
Recommended Courses and Skills
- Basic keyboarding and PC navigational skills
- Basic arithmetic skills
Helpful Personal Attributes
- Strong decision-making skills with good attention to details
- Ability to work effectively in a team environment
- Good written and verbal communication skills
