Contact Centre Environment
|Lecture hours per week|
|Lab hours per week||3|
The theory portion helps the student relate to contact centre environment by explaining the role of the Agent in the contact centre world. Students learn about the major technology components of the contact centre and the contribution of the monitoring and coaching process to skill development.
The hands-on portion provides an opportunity to develop skills in handling in-bound and out-bound calls. Students are asked to apply keyboarding, communication, customer service, selling, math and computer skills to simulated contact centre situations, and also to complete a live out-bound community project.