Call Center Representative

Call centers play an important role in supporting customer success. And with more call centers relocating to the U.S., the need for skilled representatives is growing. The Call Center Representative course will prepare you for a frontline role in today's fast-paced call center and positions you for advancement within the industry. You will gain key skills needed to provide high-quality customer service through the most common channels, including phone, email, chat, and social media.

3 Months / 19 Course Hrs

Open enrollment

Offered in Partnership with your Preferred School

Purchase College, SUNY

Why this school?

Change School

Learning Method

Instructor-led

Self-Paced. Study on your own schedule

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Call Center Representative

Details + Objectives
Course Code: GES2071

What You Will Learn

The departmental functions within contact centers and the metrics associated with performance
How to structure phone, email, chat and social media conversations for consistently positive outcomes
Soft skills for voice control and effective word choices for both verbal and written communication
Proven strategies for handling all types of complicated customer interactions
Four steps to increase revenues with customer-focused selling techniques

How the course is taught

Self-paced, online course
3 months to complete
Open enrollment, begin anytime
19 course hours

How you will benefit

Be prepared to succeed in a role as a call center representative and primed for advancement
Soft skills and a proper structure for calls, emails, and chat will assure consistent quality
Effectively handling challenging customer interactions is key to advancing your career
Acquiring these skills will increase the likelihood of employment as a call center agent

Outline

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Call Center Representative

Contact Center Basics
The Power of One
First Class Phone Skills
Managing Challenging Callers
Live Chat Essentials
Email Essentials
Social Media Customer Service
Successful Sales

Instructors & Support

No instructor

This is not an instructor facilitated course; however, support will be provided through email, online forms, and phone.

Requirements

Prerequisites:

There are no prerequisites to take this course.

Requirements:

Hardware Requirements:

This course can be taken on either a PC or Mac.

Software Requirements:

PC: Windows 7 or later.
Mac: OS X Yosemite 10.10 or later.
Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
Adobe Flash Player. Click here to download the Flash Player.
Adobe Acrobat Reader. Click here to download the Acrobat Reader.
Software must be installed and fully operational before the course begins.

Other:

Email capabilities and access to a personal email account.

Instructional Materials

The instructional materials required for this course are included in enrollment and will be available online.

FAQs

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Can I register for a course if I am an international student?

Yes, ed2go courses are completely online. However, keep in mind that not all certifying bodies or industry-specific certifications are recognized internationally. Please review your country's regulations prior to enrolling in courses that prepare for certification.

Does this course prepare for a certification?

No.

When can I start the course?

This course is open enrollment, so you can register and start the course as soon as you are ready. Access to your course can take 24-48 business hours.

How long does it take to complete this course?

This course is self-paced and open enrollment, so you can start when you want and finish at your own pace. When you register, you'll receive three (3) months to complete the course.

What if I don't have enough time to complete my course within the time frame provided?

The time allotted for course completion has been calculated based on the number of course hours. However, if you are unable to complete the course, contact your Student Advisor to help you work out a suitable completion date. Please note that an extension fee may be charged.

What kind of support will I receive?

You may be assigned with an instructor or team of industry experts for one-on-one course interaction. Your support will be available (via email) to answer any questions you may have and to provide feedback on your performance. All of our instructors are successful working professionals in the fields in which they teach. You will be assigned to an Advisor for academic support.

What happens when I complete the course?

Upon successful completion of the course, you will be awarded a Certificate of Completion.

Am I guaranteed a job?

This course will provide you with the skills you need to obtain an entry-level position in most cases. Potential students should always do research on the job market in their area before registering.

Can I get financial assistance?

This course is non-credit, so it does not qualify for federal aid, FAFSA and Pell Grant. In some states, vocational rehab or workforce development boards will pay for qualified students to take our courses. Additionally, some students may qualify for financial assistance when they enroll, if they meet certain requirements. Financing is available from select schools. Learn more: https://www.ed2go.com/career/financial-assistance

How can I get more information about this course?

If you have questions that are not answered on our website, representatives are available via LIVE chat. You can also call us at 1-877-221-5151 during regular business hours to have your questions promptly answered. If you are visiting us during non-business hours, please send us a question using the "Contact Us" form.

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Call Center Representative

Call Center Representative

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Details + Objectives Course Code: GES2071

Outline

Instructors & Support

Requirements

FAQs

Details + Objectives
Course Code: GES2071