Contact Centre Operations
How To Apply
Program Details
- Program Code2916
- Credential TypeOntario College Certificate
- SchoolSchool of Accounting, Legal, and Office Administration
- Program Length1 semester
- Delivery ModeIn-Person
- LocationProgress Campus
- Emailbusiness@centennialcollege.ca
- Telephone416-289-5000
- Program Overview
- Courses
- Career Options and Education Pathways
- Admission Requirements
- How to Apply
- Tuition and Fees
- Program Vocational Learning Outcomes
- Advising
The Business School will be offering a variety of delivery modes for new students in all programs. These can include, asynchronous learning, synchronous learning, hybrid, and on-campus deliveries, including evenings and weekends.
In just 14 short weeks, the Contact Centre Operations program will offer you the know-how to launch a career as a customer service professional who understands that great customer service is a key part of an organization's interface with clients.
The unique program will provide you with the skills to create a positive customer experience while being the face and voice of any company. This will be achieved through core Contact Centre Operations topics such as:
- Customer service and sales
- Marketing
- Computer applications
- Understanding customer expectations
Through these certificate program topics, you'll learn 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.
Program Overview
The Business School will be offering a variety of delivery modes for new students in all programs. These can include, asynchronous learning, synchronous learning, hybrid, and on-campus deliveries, including evenings and weekends.
In just 14 short weeks, the Contact Centre Operations program will offer you the know-how to launch a career as a customer service professional who understands that great customer service is a key part of an organization's interface with clients.
The unique program will provide you with the skills to create a positive customer experience while being the face and voice of any company. This will be achieved through core Contact Centre Operations topics such as:
- Customer service and sales
- Marketing
- Computer applications
- Understanding customer expectations
Through these certificate program topics, you'll learn 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.
Courses
Career Options and Education Pathways
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
Areas of Employment
Areas of EmploymentAdmission Requirements
Academic Requirements
- Ontario Secondary School Diploma (OSSD), or equivalent, or mature student status (19 years or older)
- Grade 12 English (E, C, or U), or equivalent, or complete the Centennial English Admission Test
Additional Requirements
How to Apply
1. Apply Online
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 $125 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.
Tuition and Fees
Fees noted below are estimates only. Tuition is based on one semester beginning Fall 2025.
| Student | Tuition (1 Semester) | Ancillary Fees | Total |
|---|---|---|---|
| Canadian | $1,360.50 | $765.32 | $2,125.82 |
| International | $8,574.00 | $1,357.11 | $9,931.11 |
Program Vocational Learning Outcomes
Program Vocational Learning Outcomes
Program Vocational Learning Outcomes describe what graduates of the program have demonstrated they can do with the knowledge and skills they have achieved during their studies. The outcomes are closely tied to the needs of the workplace. Through assessment (e.g., assignments and tests), students verify their ability to reliably perform these outcomes before graduating.
- Prepare documents using word processing, spreadsheet, database, e-mail and graphic application packages.
- Create a formal customer care research report using a variety of software applications.
- Type 35 net words per minute to meet accepted industry keyboarding standard.
- Apply appropriately a variety of customer service strategies according to customer behaviours/preferences.
- Develop a customer service plan to ensure customer retention.
- Multi-task using sophisticated telephone systems and software within a contact centre environment.
- Describe the skills and behaviours required to be an effective team leader within a contact centre.
- Personality TestSTARTMatch your personality to a career
- Career ExplorerLEARN MOREExplore your future career