Certificates for Call Center Professionals: Program Overviews

Oct 20, 2019

Very few not-for-profit schools offer educational programs specifically geared at call center employees. However, a vocational customer service certificate program can enhance the skills and knowledge of a current or aspiring call center employee.

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Essential Information

Call center professionals answer inquiries and help solve product issues for consumers and clients over the phone. Customer service certificate programs are often available through the professional development or continuing education departments of community colleges and vocational schools. These programs cover the theories and practices of customer service skills, as well as basic business operations, professional communication and management skills. Some offer additional training in the areas of sales and management. Online certificate courses are available.

Certificate Programs in Customer Service

Schools typically require incoming students to meet standards in English language comprehension, reading levels and basic mathematics skills. Those students who do not have a formal educational background may be required to take placement tests in these areas. A high school diploma or GED is recommended but not required.

Certificate programs in customer service provide students with a broad overview of business and professional communication. Courses also cover the specific skills that might be relevant to customer service workers or call center professionals. Some of these course topics may include:

  • Principles of business, marketing and salesmanship
  • Business communications
  • Customer service principles
  • Business and customer relationship management
  • Microcomputer applications
  • Listening skills

Popular Career Options

Call center professionals may find careers in business support services, cable and subscription programming, credit intermediation, employment services, electronic shopping and mail order companies or wireless communication companies.

Employment Outlook and Salary Info

According to the U.S. Bureau of Labor Statistics (BLS), many customer service representatives are stationed in call centers. The majority of these individuals worked for business support services and insurance-related companies. Employment of customer service representatives is expected to decline by 2% from 2018-2028, losing 51,600 new jobs. The annual median salary for customer service representatives in May 2018 was $33,750 (www.bls.gov).

Continuing Education

Call center professionals can gain certification through businesses and for-profit institutions. Such certifications are not typically required, but can provide an advantage to jobseekers in the field. The Call Center Industry Advisory Council (CIAC) offers certification options and continuing education courses for call center managers and supervisors.

While there aren't many educational programs specifically for call center professionals, individuals working in the field, or seeking entry-level employment, may pursue a customer service certificate to enhance their computer and communication skills as well as their general business knowledge.

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