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    Contact Center Course Content

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    Joy Celestial
    The document provides an overview of the Contact Center Services Qualification course. The course covers competencies needed to interact with customers, handle inquiries, complaints, sales, and marketing. It includes units in workplace communication, teamwork, professionalism, health and safety, quality standards, computer skills, customer service delivery, and engaging customers effectively. Graduates will be qualified for entry-level contact center agent positions in areas like customer service, sales, technical support, and collections. The major subjects covered are introduction to contact centers, language proficiency, computer skills, customer service, business communication, and cultural awareness.

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    Contact Center Course Content

    Uploaded by

    Joy Celestial
    75 views1 page
    The document provides an overview of the Contact Center Services Qualification course. The course covers competencies needed to interact with customers, handle inquiries, complaints, sales, and marketing. It includes units in workplace communication, teamwork, professionalism, health and safety, quality standards, computer skills, customer service delivery, and engaging customers effectively. Graduates will be qualified for entry-level contact center agent positions in areas like customer service, sales, technical support, and collections. The major subjects covered are introduction to contact centers, language proficiency, computer skills, customer service, business communication, and cultural awareness.

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    Contact Center Services

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    The document provides an overview of the Contact Center Services Qualification course. The course covers competencies needed to interact with customers, handle inquiries, complaints, sales, and marketing. It includes units in workplace communication, teamwork, professionalism, health and safety, quality standards, computer skills, customer service delivery, and engaging customers effectively. Graduates will be qualified for entry-level contact center agent positions in areas like customer service, sales, technical support, and collections. The major subjects covered are introduction to contact centers, language proficiency, computer skills, customer service, business communication, and cultural awareness.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    75 views1 page

    Contact Center Course Content

    Uploaded by

    Joy Celestial
    The document provides an overview of the Contact Center Services Qualification course. The course covers competencies needed to interact with customers, handle inquiries, complaints, sales, and marketing. It includes units in workplace communication, teamwork, professionalism, health and safety, quality standards, computer skills, customer service delivery, and engaging customers effectively. Graduates will be qualified for entry-level contact center agent positions in areas like customer service, sales, technical support, and collections. The major subjects covered are introduction to contact centers, language proficiency, computer skills, customer service, business communication, and cultural awareness.

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    of 1

    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

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