Customer service is typically at the heart of every business, especially for businesses who sell their products and services directly to customers. Even in business-to-business interactions, customer service is essential. There is just too much competition to ignore it or to fail to serve customers with excellence. The contact center is a department in a business that manages customer interactions through multiple channels and technologies.

Contact center agents are tasked with solving customer problems, answering customer questions, and generally meeting customer needs through effective communication and follow through. This course provides learners with foundational contact center knowledge and skills so that they can pursue their customer service career.

Program Objectives

After completing this program, learners will be able to:

• Define high-quality technical customer support.
• Explain the basic role of the contact center in business and excellent customer service.
• Describe the unique needs of different types of customers.
• Explain the role and expectations of the contact center agent.
• Use multiple technologies and communication channels in customer communication. Effectively handle numerous types of difficult customers and situations.
• Effectively apply problem-solving and critical thinking concepts to customer care.
• Apply sales strategies when the opportunity arises in customer communication.
• Explain basic business concepts needed as foundational knowledge for meeting customer needs.
• Discuss the current trends and issues related to various aspects of contact center operation and success.
• Complete a self-evaluation for personal traits and communication skills related to successful contact center communication and customer care.

Certification Opportunities

After completing this program, learners will have the opportunity to take the leading national/industry-recognized certification exam(s) essential to entry-level employment in this fast-growing field.

National Workforce Career Association (NWCA) Call Center (Contact Center) Associate

Optional Volunteer Externship Opportunity

Students who complete this program are eligible to participate in an optional volunteer externship opportunity with a local company/agency/organization whose work aligns with this area of study in order to gain valuable hands-on experience.  As students progress through their eLearning program, an Externship Coordinator will reach out to coordinate placement.

Note: Additional documentation including health records, immunizations, drug-screening, criminal background checks, etc. may be required by the externship facility.