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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