Call center courses train students to adequately respond to customers' feedback and fulfill the business' obligations. Standalone courses for aspiring call center employees are available from colleges and universities. For those who want a more comprehensive education in customer service, there are certificate and associate's degree programs that concentrate on fields related to call center customer service or supervision. Some programs are geared toward aspiring information technology help desk professionals, while others are geared toward any type of call center environment.
A standalone comprehensive call center course often covers professional communication, customer service skills and telephone etiquette. Students in certificate and associate's degree programs may take individual courses in computer systems, call center operations and communication. They gain the skills needed to type on a keyboard, work with customer databases, answer telephones professionally and solve customer problems. Simulations may be included to give students an opportunity to practice handling calls.
Here are common concepts taught in call center courses:
- Dialects and accents
- Action plan
- Analyzing training needs
- Listening and feedback
- Problem solving
List of Courses
Computer Systems Course
Students learn how to use fundamental computer hardware, the Internet and basic word processing software. Topics include business English, e-mail, software applications and tools used in the call center industry. Customer databases, account information and keyboarding are also emphasized in this call center course.
Call Center Operations Course
This course introduces students to a typical call center environment, along with common terms, screened calls, customer service routines, sales models, telephone usage and call regularity. Courses for small groups cover realistic situations encountered in all call centers. Students must have a basic knowledge of computer systems before taking this course.
Customer Service Communication Course
Students learn fundamental customer service, telephone etiquette, sales techniques and professionalism. Topics include salesmanship principles, optimal communication techniques, rapport building and problem solving. Students partake in realistic simulations to improve communication and meet objectives in a call center work environment.
Manager Training Course
Management training students learn how to train other call center employees and maximize productivity. With an in-depth understanding of call center operations and strategies taught in this course, graduates can improve call center operational performance. Multicultural communications, business ethics, operations management, cost effectiveness and payroll accounting are also emphasized.
Team Leader and Supervisor Course
Students learn how technology impacts call center operations and aids development of essential skills. This course focuses on improving techniques for job performance, healthy communication, negotiation and customer satisfaction. Class sizes are often small to promote individual comprehension and teamwork. Activities, role plays and case studies reinforce learning points. Students can take this call center course before or after becoming a supervisor or team leader.