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Contact/Call Environment 1

Course Code CALL-127
Lecture hours per week
Lab hours per week
Course Availability: Open
Description: This course comprises 2 hours per week of call centre theory and 6 hours per week hands-on in a call centre lab. The theory portion helps the student relate to the call centre environment by explaining the role of the CSR in the contact centre world. Students learn about the major technology components of the call 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 call centre situations, and also to complete a live out-bound community project. In addition, keyboarding skills are developed to a minimum speed of 35 w.p.m.