Call Center Training Self-paced, available June 1, 2015 Cost per enrollment: ENROLL Provides video lectures Provides opportunities to interact with the instructor or students Uses discussion forums
Full course description
Call Center Training

This course is designed to inform students on how to effectively communicate with customers over the phone and properly handle requests, complaints, and stress related to working in a call center.

Course Level
This course is for the introductory level, primarily employees with less than 6 months of call center and/or customer service experience.
Targeted learners
This course would be applicable to all employees in a call center setting that are responsible for interacting with customers over the phone.
Learning objectives
This course will enable learners to:
  • Understand the nuances of body language and verbal skills.
  • Identify aspects of verbal communication such as tone, cadence, and pitch.
  • Create effective questions for customers.
  • Communicate bad news and appropriately say no to callers.
  • List effective ways to negotiate.
  • Identify personal techniques for managing stress
Project Deliverables:
Components of this project
Instructional materials accompanying this course include:
  • Online course, totaling approx. 12-15 hours of course material and assignments.
Out-of-scope work
It may be helpful to find video/media material for customer service examples. Several YouTube videos have been employed in this course, however, it is strongly advised to replace these videos with similar media demonstrating appropriate customer service practices like from Chester Hull.
Possible constraints
[[[State any anticipated constraints that might impact the ability to successfully complete this project. For example: Several on-site videos will be created as part of this course. Video shoots will be scheduled at the convenience of Plant 72. If the shoots can’t be scheduled within a reasonable timeframe without affecting the plant’s manufacturing schedule, target dates in this agreement may need to be revised.]]
Success Measures
The success of this course will be based on achieving the following:
  • 100% completion of all modules and discussion board.
  • A student score of 80% or higher on all written assignments and quizzes in the course.
  • A student score of 70% or better on the final course exam.
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