Contact Centre Support
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.
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.
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:
- Role-plays or simulations
- Tutor-directed activities
- Performance-based tasks
- Online exercises, tutorials, and discussion
- Case Studies
- Reflective activities
- Individual and group dynamics
- 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.
The program is of 120 hours that extends over three-month period of time.
Applicants with a good command of the English language, tech-type skills, and multi-tasking capabilities.