CONTACT CENTER COURSE OVERVIEW

SERVICES

The CONTACT CENTER SERVICES Qualification consists of competencies that a person must
achieve to interact with customers to provide information about products and services. It also
covers the handling of customers complaints, inbound customer service, order taking and
inquiry response handling, and outbound telemarketing.

The Units of Competencies are:

BASIC COMPETENCIES
Participate in Workplace Communication
Work in a team environment
Practice Career Professionalism
Practice Occupational Health and Safety
COMMON COMPETENCIES
Apply Quality Standards
Perform Computer Operations
CORE COMPETENCIES
Communicate Effectively in English for Customer Service
Perform Customer Service Delivery Processes
Demonstrate Ability to Effectively Engage Customers

A person who has achieved this Qualification is competent to be:

Inbound/Outbound Contact Center Service agent, including entry-level positions for:
o Inbound
Sales
Customer Service
Technical Support (if taken Computer Systems Servicing)
IT Helpdesk (if a graduate of an IT course)
o Outbound
Sales
Survey
Collections
Appointment Setting
MAJOR SUBJECTS:
Intro to Contact Center Services
Language Proficiency
Keyboarding and Internet Operations
Customer Services
Business Correspondence
Culture Awareness

MINOR SUBJECTS:
Work Ethics
Computer Mathematics

Assessment: Customer Services NC II

CONTACT CENTER SERVICES /VJAC