Contact Centre Operations

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Program Code: 2916

School: The Business School

Credential: Certificate

Program Type: Post-secondary program

Program Length: 1 semester

Start Date: Summer

Location: Progress Campus

Email: business@centennialcollege.ca

Telephone: 416-289-5000, ext. 2280

In just 14 short weeks, the Contact Centre Operations program will offer you the knowhow to launch a career as a customer service professional.

This unique School of Business program will provide you with the skills to create a positive customer experience while being the face and voice of a great company. This is achieved through core Contact Centre Operations topics such as:

  •  Customer service and sales
  •  Marketing
  •  Computer applications
  •  Understanding customer expectations

Great customer service is a key part of an organization's interface with clients. In this certificate program, you will develop the skills to profile difficult customer situations, deal with customer objections, use a model for effective complaint resolutions and learn assertive techniques and positive language to handle challenging situations.

Semester 1
Course Code Course Title Location
CCP-100 Computer Applications Progress Campus
CCP-101 Communication Skills Progress Campus
CCP-102 Contact Centre Customer Service and Sales Progress Campus
CCP-103 Soft Skills Development Progress Campus
CCP-104 Call Centre Environment Progress Campus

Semester Note

Minimum Program GPA of 2.0 (C Grade average) required to graduate.

Program Highlights

  • State-of-the-art "real-life" facilities will maximize your training experience by allowing you to gain hands-on practice.
  • Taught by highly respected, industry-experienced instructors.
  • At the end of each semester, the Contact Centre Operations program conducts a Career Day, during which it invites employers on campus to interview students. Many employers even make employment offers on-site.
  • You will learn in small classes that allow for individualized attention.

Career Outlook

  • Customer service representative
  • Sales representative
  • Contact center manager
  • Team leader
  • Quality coach
  • Customer relationship manager

Academic Requirements

Ontario Secondary School Diploma (OSSD) or equivalent, or mature student status (19 years or older)

1. Apply Online

Are you an International Student? Apply directly to Centennial College here.

If you are applying through the Second Career Strategy, please apply at the Employment Training Centre for Second Career (Progress Campus). Second Career Strategy is a funding initiative for those who have been laid-off and are in need of training. For more information go to Second Career Strategy.

If you have previously attended a full time program at Centennial College, you may be eligible for a Program Transfer. Visit Enrolment Services at any Campus for information.

All other applicants must apply online at Ontariocolleges.ca. A non-refundable application fee of $95 must accompany applications. The fee is payable online, by telephone, online banking, by mail, or in person to Ontariocolleges.ca. For more information go to Ontariocolleges.ca Application Fees.

2. Submit Documents

Current Ontario high school students and graduates from Ontario high schools: Notify your guidance counsellor that you have applied to college and your school will forward transcripts to Centennial College via Ontariocolleges.ca.

Graduates of college/university, or high school outside Ontario but within Canada: You are responsible for requesting that your educational institute sends any required documents and transcripts to Ontariocolleges.ca.

Applicants who attended school outside of Canada: If you are submitting transcripts to meet admission requirements, you must have the transcripts assessed by an independent credential assessment agency such as World Education Services (WES) or International Credential Assessment Service (ICAS).

For more information go to Submitting your Transcripts.

3. Confirm Your Offer of Admission

Offers of Admission are sent by mail to eligible applicants. When you receive your offer, you must login to your account at Ontariocolleges.ca and confirm before the Deadline to Confirm noted in your offer letter.

You may confirm only one college and one program offer at a time.

You must confirm your offer by the Deadline to Confirm noted in your Offer of Admission letter or your seat may be given to another applicant.

When you confirm your Offer of Admission at Centennial College you are given access to your personal myCentennial account where you can check your email, grades, register for courses, pay tuition fees, and see your class timetable.

4. Pay Fees

Centennial fees statements are sent by email to your personal email account and to your myCentennial email account. Fees statements are not mailed.

You must make a minimum payment by the Fees Deadline noted in your Fees Statement or your seat may be given to another applicant.

5. Build Your Timetable (Register for Courses)

Build your timetable (web-register for courses) at my.centennialcollege.ca.

Fall registration begins mid-July
January registration begins mid-December
May registration begins mid-April

Your web-registration will not open if:

You have not submitted your minimum fee payment by the deadline
You received a Conditional Offer of Admission and you have not met the conditions of your offer.

Once you have paid your fees or have made appropriate arrangements, register for your courses online through myCentennial.

Fees noted below are estimates only. Tuition is based on a semester beginning Fall 2017.

Student Tuition (1 Semester) Incidental Fees Total
Canadian $2,935.50 $1,164.25 $4,099.75
International $13,283.00 $2,447.25 $15,730.25