The academic content and curriculum of the Call Center Services Associate Degree Program is designed to provide students with the theoretical knowledge and practical skills necessary to succeed in the call center industry. The program usually consists of four semesters and offers a comprehensive industry-oriented education with a variety of courses.
Customer Service and Communication Skills: This course covers effective communication skills and ways to ensure customer satisfaction. Students learn the basic principles of communicating effectively with customers.
Call Center Operations: This course examines the day-to-day functioning and operations management of call centers. Students learn about call management, performance indicators and service quality standards.
Effective Communication Techniques on the Telephone: Students learn strategies and techniques used when interacting with customers on the phone. This includes the ability to understand customers' needs and provide effective solutions.
Call Center Technologies: This course covers software and hardware tools used in call centers. Students learn the use of customer relationship management software, automated call distribution and other technological tools.
Database Management: Provides students with the skills to manage and analyze customer data. This course covers the basics of database systems and their role in call center operations.
Complaint Management and Problem Solving: This course covers the effective management of customer complaints and problem solving techniques. Students learn ways to manage difficult situations and achieve positive outcomes.
Human Resources Management: Focusing on the management and motivation of call center employees, this course covers personnel selection, training and performance evaluation processes.
Professional Practice and Internship: The program offers students the opportunity to gain experience in the sector. Internship allows students to combine the theoretical education they receive with practice and apply it in a real business environment.
This curriculum ensures that students are equipped with the necessary knowledge and skills for the various situations they will encounter in the call center industry. It also allows students to gain essential skills that will help them adapt quickly when they start their careers and work effectively in the industry.