Call Center (Customer Service

Call Center (Customer Service)

Employment Outlook

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Sample of reported job titles:

Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Member Services Representative, Sales Facilitator

Earning Potential in Nashville-Davidson--Murfreesboro--Franklin, TN:

● Workers on average earn $37,250. ● 10% of workers earn $23,500 or less. ● 10% of workers earn $48,670 or more.

Earning Potential in Tennessee:

● Workers on average earn $36,040. ● 10% of workers earn $22,800 or less. ● 10% of workers earn $47,780 or more. ● 2028 Projected Employment 63,090 ● Projected Annual Job Opening 2018-2028 8,430

Class Objective Certification

This training program is designed to provide participants with the skills to effectively interact and solve problems among clientele and prepare them for an entry-level position in customer service or at a call center.

Fees None

Delivery Method

In-person class that reviews Google and Microsoft applications, practices appropriate call and email etiquette, record entries, and customer service practices. The first week will include a classroom/lecture style course and the last 3 weeks will be the participants actively taking calls and getting hands-on training.

Duration

4 week class, Mon-Thurs 8am-2pm

Prerequisites & Assessments

Call Center: Must be able to type 35 WPM on typingtest.com, and pass Northstars Computer Basics with an 85%, and an Excel assessment with a 75%. Participants have to be a client

Curriculum

The call center curriculum includes the Goodwill Call Handling Guide, phone etiquette, office productivity skills, and customer service aspects. The first six days will include classroom lecture style learning, and the remaining time of the program will be handson experience taking calls for our call center.

Accreditation

Contact Center Associate Professional Certificate

Space Requirements

Average size Lifsey classroom (Shared) Mobile classroom

Staff

1 instructor and 1 Professional and Business Recruiter (for whole group)

Equipment

Computers/laptops with phone system and headsets

Supplies

Participant guide (website) and Management and Strategy Institute Learner Guide

Stipends

Call Center: $80 per week

Employability Skills Series (standalone class and built into all other curriculum)

Class Objective Certification

Provide participants with the necessary skills to succeed in their job search and job retention rates. This class will provide necessary skills in interview prep, resume building, work from home skills and more.

Fees None

Delivery Method

Classes are offered virtually or in person

Duration

Classes are scheduled throughout each week, lasting between 30 to 90 minutes to an depending on the topic.

Prerequisites & Assessments

Can be enrolled in another CTA class (not required) Meet with a career coach and develop a service plan

Curriculum

Resume writing, job search, applying for work, interview workshops, preparing for success at work, and work from home skills.

Accreditation

Certificate of Completion ----------------------

Space Requirements

Computer lab and classroom space (Shared)

Staff

2 multipurpose trainers (1 for each day - can overlap with Google IT instructors)

Equipment

Participant and instructor laptops

Supplies

Instructor and learner guides

Stipends

No (not for this class specifically- stipends could still be included in the program the participant is taking through the CTA)