Call Center Fundamentals

About the Program 

Call Center Fundamentals provides individuals with the fundamental skills needed to begin training for a career in customer service. Clients taking this online course are not expected to have any customer service skills. An initial assessment of written and verbal communication skills and an introduction to developing positive relationships with a customer, navigating stressful work environments, adapting to change, and working from a script is used to tailor the course to the student’s needs. Successful completers of this course will gain skills needed to be successful in our Call Center career training program.

Upon completing Call Center Fundamentals training, clients will be better equipped for positive social interactions, exemplify an attention to detail, and have a better understanding of technology used in today’s competitive and integrated workforce.

Training in this course occurs in 2 phases.

Assessment

As each new client enters the course, they will undergo an assessment period. During this time, the client will work with an expert instructor to determine which skills the client has already mastered, what needs improvement and what the student has yet to learn. With quantitative results from the assessment in hand, the instructor will work with each client to develop a training plan to tailor the course’s material to the student’s unique needs.

Customer Service

The core of any call center employee’s success is an ability to do independent research, exemplify great social skills, and remain adaptable to change. Students will learn company and product research skills, the benefits of a good customer experience, how to balance a large workload, and how to effectively document every customer interaction.