The Call Centre Training Program, a 16 week, full-time, industry focused program, provides extensive training, education, and assessment of skills development to those participants eager to meet the challenges of tomorrow's integrated multi-channel customer contact centre (CCC).

The purpose of the Program is to provide hands-on technical training to develop the high-level skills demanded by today's leading customer contact centres, to enhance opportunities for recruitment and employment in this exciting, growing sector, and to provide occupation specific training that mirrors the industry.

Our training program must continue to anticipate and evolve to ensure our Contact Centre Representative graduates possess the current and emerging skills, knowledge, and competencies required to succeed in the diverse, multi-media, multi-customer touch point, contact centre industry now and in the future.

"The CSR will need new skills to be able to switch and function with text, voice and video. They may take one phone call, then immediately answer a text chat with three or four customers, then need to answer a video chat."
...Contact Centre Recruiter

Communications Component Includes:
• Telephone and WEB Best Practices • Presentation Development • Business Language • Electronic Communication • Customer/Client Support & Service Excellence • Computer Telephony Integration • Inbound/Outbound Customer Contact • Sales and Marketing • Surveys and Scripts • Quality Call Evaluators • Internal/External Customers • Call Management • Customer/Client Follow-up • Meridian System • Technology Based Multi -Tasking • Telecommunications Terminology • Report Research & Writing ….read more!

Technology Component Includes:
• Windows XP • Microsoft Office Suite XP • Microsoft Publisher • Daily Electronic File Management • E-Mail and Internet • Instant Messaging, Hotmail, and Outlook Express • Hardware Basics • Knowledge of Contact Centre Terminology & Technology • Multi-tasking and Navigation • Technological Tools and Research ….read more!

Workplace and Employment Component Includes:
• Labour Market Information • Trends • Contact Centre Industry Overview
• Career Path • Industry Expectations • Contact Centre Representative Role & Skills • Targeted Resume • Interview Preparation • Teams & Communication
• Managing Time, Self, & Resources • Guided Job Search • 4-week Placement
• On-the-Job-Training ….read more!