Ensure a Positive Consumer Experience Through Contact Centre Operations Whether you’re ordering a pizza, paying your telephone bill, inquiring about the balance of your credit card and more, a trained professional who works in the field of Contact Centre Operations assists you. The people who work in this area have a variety of duties such as: professionally answering phones, responding to customer inquiries, researching required information, handling and resolving customer complaints, processing orders and applications, routing calls, completing call logs and call reports as well as following up customer calls when necessary. This customer servicebased industry is one of the fastest growing sectors in Canada. In order to become a successful candidate, you must obtain Contact Centre Operations training. Centennial College’s fourmonth program provides students with the knowhow to handle incoming and outgoing calls in industries such as financial institutions, manufacturing, transportation, health and pharmaceuticals, government agencies, telecommunication as well as art and entertainment. The contact centre operations course is focused on providing students with “real life” situations through handson training in Centennial College’s stateoftheart training facility. By simulating the contact centre environment, students actually develop superior communication and customer service skills. This includes the ability to communicate with a variety of callers such as senior citizens, those whose second language is English and emotionally distraught callers. However, there is more to the contact centre operations training than communication. Students also learn techniques so that they may crosssell, upset and market the centre’s services and products. Centennial College’s program answers this demand by teaching students how to multitask and manipulate a variety of applications and databases so that they may browse for information while the caller is expressing his or her needs. As the classes in the Contact Centre Operations program run Monday to Friday from 8:30 am to 12:30 pm, students are free to work parttime in the afternoons, making this a convenient program that takes into account the busy lives of its students. As the Contact Centre Operations training comes to an end, students participate in a career day. This is the time for recruiters from major contact centres to meet, interview and possibly hire students. To ensure that students are jobready, they must obtain a minimum C grade average and an overall minimum GPA of 2.0 for graduation. To apply for this contact centre operations training all you need is a minimum of an Ontario Secondary School Diploma or equivalent or be 19 years of age or older at the start of the program. − Author By: Emma
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