RFC127 - Call Centre Operations

Outline information
Schools offering this subject
Last revision date Mar 16, 2020 8:55:30 AM
Last review date Mar 16, 2020 8:55:37 AM

Subject Title
Call Centre Operations

Subject Description
Call Centre Operations: Students are introduced to a working contact centre environment. They will understand how the call centre relates to the industry and its function within a corporate structure. Students will understand call centre technology and will apply classroom theory, demonstrating communication, sales and customer service skills in practice situations.
Pre-requisite: RFC121
Equivalency: RFC302

Credit Status
One credit

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

  1. Apply Customer Relationship Management (CRM) principles consistently and efficiently.
  2. Demonstrate an understanding of contact centre environments, including technology and its impact on performance.
  3. Understand and apply leading and best industry practices to contact centre environments
  4. Apply effective team-building and leadership skills, including coaching and mentoring.
  5. Design, develop and execute customer service strategies and project plans.
  6. Demonstrate the ability to recruit, hire, motivate and coach a customer service team.
  7. Act as a leader and participate as a member of a customer contact team, assuming responsibility for execution of strategy.
  8. Understand project management principles and apply them as part of a project team.

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