About the Course

The pandemic has redefined call centers into contact centers and made them an essential mainstay in customer support across businesses, governments, and the industry. The course equips the students with the fundamentals of customer service, communication, and technical skills to start a career in customer service.

Target Group

This program is intended for High School Graduates, Unemployed, Out-of-School, those seeking part-time or home-based work.

Benefits of Attending

Upon completion of this program, participants will gain the knowledge, the principles, and skills of Contact Centre.

Course Contents

The program consists of the following topics:

• Customer Service
• Communication Skills
• Technical Skills for Customer Support

Learning and Teaching Strategies

The programme is delivered through a project-based learning blended with classroom teaching, tutorials, online (web-based), laboratory work, workshops, supervised projects, and workplace experience. Concept or knowledge learning is enhanced with vocational and contextualized learning environments, hands-on, and practical training. Formative and summative assessments which aid in addressing students’ need and extent of their learning may include:

• Demonstrations
• Role-plays or simulations
• Tutor-directed activities
• Performance-based tasks
• Online exercises, tutorials, and discussion
• Projects
• Portfolios
• Case Studies
• Reflective activities
• Individual and group dynamics

Certification

• Attain a minimum of 60% pass in the assessments.
• Attendance: 80% of the total attendance, with less than 20% of the total contact hours for absences.
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