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Contact Centre 101

Contact Centre 101 is a 2 week course designed to prepare individuals for positions within the Customer Contact Centre Industry. The course focuses on elements specific to the Industry as well as transferable skills to set participants on the path to success throughout their career. 



Course Overview:


Module 1 - Customer Contact Centre Industry Orientation


By the end of this module participants will be able to:

  • Describe the types of contact centres

  • Describe the major functions of a contact centre

  • Describe the organizational structure of a contact centre

  • Identify the benefits of working in a contact centre

  • Identify career opportunities available in the contact centre industry


Module 2 - Role of the Customer Service Professional


By the end of this module participants will be able to:

  • Describe what a customer service representative does

  • Identify the activities in a typical work day

  • Identify the challenges in the role of a customer service representative

  • Identify the skills required to work effectively


Module 3 - Using Technology


By the end of this module participants will be able to:

  • Identify the main parts and functions of the telephone

  • Describe how calls flow through a contact centre

  • Identify general industry terms and vocabulary

  • Demonstrate how computers and technology are used in the contact centre industry


Module 4 - Connecting with Customers


By the end of this module participants will be able to:

  • Demonstrate proper telephone etiquette

  • Use appropriate questioning skills

  • Apply active listening techniques

  • Write notes accurately and effectively

  • Demonstrate the steps in the sales process


Module 5 - Providing Quality Customer Service


By the end of this module participants will be able to:

  • Provide quality service by recognizing and meeting customer expectations

  • Follow up on customer requests timely and accurately

  • Recognize personal hot buttons and handle emotions professionally

  • Use stress management techniques

  • Follow the steps of handling a difficult and/or different situation


Module 6 - Troubleshooting and Resolving Problems


By the end of this module participants will be able to:

  • Identify and prioritize customer problems

  • Prevent serious situations from becoming worse

  • Resolve problems effectively and more efficiently

  • Use workplace documentation skills to research options or possible solutions


Module 7 - Managing Workplace Documentation


By the end of this module participants will be able to:

  • Locate and interpret information to answer customer questions

  • Write notes and emails accurately and effectively

  • Edit documents and forms for accuracy and proper spelling and grammar

  • Complete forms both paper and online


Module 8 - Working Independently in a Team Environment


By the end of this module participants will be able to:

  • Accept direction and feedback and know when to ask for help

  • Demonstrate responsible workplace team behaviours

  • Demonstrate responsible independent workplace behaviours

  • Demonstrate the ability to determine when to apply team vs independent behaviours Demonstrate their ability to work with others in a fast paced environment

  • Use time management and organizational skills and tools as applicable to increase work efficiency and reduce personal work stress


Module 9 - Managing Your Career


By the end of this module participants will be able to:

  • Demonstrate ethical and responsible behaviours

  • Demonstrate how change creates new learning and growth opportunities

  • Take charge of their career by creating appropriate goals for self-development and career growth


Attending our course gives you:

  • Tools and techniques to be more efficient and effective in your current and future roles

  • New and upgraded skills, best practices, and strategies you can begin to use the minute you get back to your workplace

  • Increased productivity and effectiveness

  • Up-to-date trends and developments in the workplace


Create your action plan for success by attending this INDUSTRY certified course.


Sessions start in May 2024. Course will run the first 2 weeks of the following months: May, August, September and November.


Fees:


Members - $2500

Future members: $4000


For more details contact events@mcca.mb.ca.

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