APP303 - Call Centre Operations - Accounting and Payroll

Outline information
Semester
Schools offering this subject
Last revision date Mar 18, 2019 9:03:55 AM
Last review date Mar 18, 2019 9:04:28 AM

Subject Title
Call Centre Operations - Accounting and Payroll

Subject Description
The student who successfully completes the Payroll Contact Centre Practicum will be able to demonstrate the ability to operate in a contact centre environment using appropriate technology. Case studies will illustrate both routine and non-routine payroll scenarios commonly encountered by contact centre staff who work in the payroll field.

Credit Status
One credit towards the Accounting and Payroll Diploma Program.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Demonstrate knowledge of the operation of contact centres.
2. Demonstrate remarkable customer service to both internal and external stakeholders.
3. Describe and comprehend the functions of the various contact centre technologies.
4. Effectively monitor, evaluate and coach contact centre employees.
5. Demonstrate an understanding of performance metrics as they relate to contact centres.
6. Demonstrate multi-tasking capabilities by applying desktop navigation, communication and service skills in payroll-related contact centre situations.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.