RFC127 - Call Centre Operations

Outline information
Semester
Schools offering this subject
Last revision date Sep 30, 2019 12:05:51 AM
Last review date Nov 11, 2019 12:15:02 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.

Academic Integrity
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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
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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.