Learn the basics of how call centers operate. Topics covered • • • • • • •
The Call Center Culture Types of Call Centers What to Expect Call Center Terminology Call Flow Process Performance Measures Teamwork in a Call Center . . . and much more
Calhoun Community College P.O. Box 2216 Decatur, AL35609-2216
Call Center Operations
Calhoun Community College is committed to equal opportunity in employment and education. The College does not discriminate in any program or activity on the basis of race, color, religion, gender, age, national origin, disability, marital status or any other protected class. Calhoun Community College is a tobacco-free college. Rev. 11/10
Your Community. Your College. Your Future.
Call Center/Customer Service Jobs are BIG in North Alabama If you are looking for an exciting career in a high-growth industry, this training is for you! •
Separate yourself from the rest through call center operations training
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Make an informed decision . . . Training includes call center operations, communication skills, sales, professional development
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Learn from highly qualified, industryexperienced instructors
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Participate in an exclusive job fair at the end of the training program
Communication Skills Improve your communication skills. Topics covered • Effective Communication • Communication Barriers • Voice Inflection • Customer Behavior Types • The 80/20 Rule • The Art of Asking Questions • Creating Win-Win Solutions • Problem Solving • Active Listening • Team Building . . . and much more
Sales Skills Gain essential call center sales techniques.
Only 24 hours of training! WIA Approved Class schedules include day, night and weekend options.
Topics covered • The Sales Process • Role of the CSR • Up-Selling vs. Direct Selling • Why Customers Say No • The Art of Listening • Managing Objections • Closing Techniques • Recap the Agreement . . . and much more
Professional Development Sharpen your professional image. Topics covered • The Job Search Process • Resume Basics • Interviewing Techniques • Selling Yourself • 90 Second Intro • Dress for Success . . . and much more
For more information (including cost and class schedules), and how to enroll, check out the website at www.calhoun.edu/workforcesolutions (under Professional Development), or call 256-306-2515, or email ldp@calhoun.edu.