The Telephone Call Center Management Program has been designed to prepare a disabled veteran to function successfully in a business center which relies on professionally trained call center operatives. This innovative program, though initially designed to accommodate disabled veterans, is applicable to all students wishing to enter this professional career field.

Objective:

To prepare disabled veterans with the knowledge and skills to successfully function in, and eventually professionally manage, a telephone call center.

Time: 9:00 am - 6:00 pm
Dates: Class 1 - September 4 - December 22, 2006
Tuition: Paid for by the Veterans Administration

For more information on the exciting new Call Center Management Certification and other Veteran approved programs please contact: Dr. John Wells at 703-323-3449.

Overview:

This innovative certificate program will provide through a quality educational curriculum to disabled veteran students the high-demand business skills needed to compete in the global information industry, and commanding a living wage while working form their home. The students will receive hands on training for Telework opportunities to become Customer Research Technicians, Help Desk Advocates and Managers, Marketing Specialists, and professionals in other Computer and Information Systems related Help Desk-Call Center positions.

Core Competencies:

Program modules will address, and each student will be tested in their proficiency on the following competencies:

VOIP
Microsoft Office Suite Software Products
Five9Software
Basic Database Management
Communication Skills – MSN IM, Skype, ICQ, AOL IM and Oral Presentations
Customer Service
Keyboard and Typing Skills

To complete the Certificate Program, students must satisfactorily complete all of the certificate program modules. All training is conducted on-line.

Program Design:

The Certificate Program consists of 4-four modules of instructions for a total of 600 instructional hours. Student progress is monitored and each is expected to participate in 40 clock hours of instruction each week.

Module 1. Course overview, Business Center Management Basics

	Certificate Program Overview	40 Hours
	Introduction to Business Center-Program expectations-Assessment	40 Hours
	Keyboarding Review, Typing Skills, Microsoft Suite Products, Telephone Basics	40 Hours
	Introduction and Navigation of Five 9 Web-based Software	40 Hours
	Test - Online Self Assessment

Module 2. Business Center Business Center Model and Team Approach

	Communication Skills-Writing and Speaking Techniques	40 Hours
	Market Surveys-Creating and Implementing, Team Project	40 Hours
	Customer Research, Database Management-Real-time experience	40 Hours
	Actual Application of Data Management and Data Mining	40 Hours
	Test - Online Self Assessment
		160 Hours

Module 3. Monitor and Manage Agent Performance

	Running Report, Creating Charts and Understanding Data	40 Hours
	Application of business learned skills – Team Project	40 Hours
	Strategies to handle difficult customers-Customer Service	40 Hours
	Overview of basic business administration and budgeting	40 Hours
	Test - Online Self Assessment
		160 Hours

Module 4. Chart Future Career Course of Employment – Self Assessment

	Setting expectations and resume preparation	40 Hours
	Peer Coaching, Feed Back and Team Evaluation	40 Hours
	Final Program Review-Skills Exercises	40 Hours
		120 Hours

Final Program Review
Final Examination Online Certification Examination-Program Manager Monitored - 2.5 Hours

Required Course Equipment:

All students are required to have a computer and a headset for this program. All equipment and software used will remain with the students following the successful completion of the program.

Adaptive Services for Veterans with Disabilities:

Support services are available for Veterans with Disabilities including computer equipment and accessories, furniture and assistance with procuring the necessary means for individual accommodation, needs and services. Any Veteran student needing individual specific special services must contact the Certification Program Manager.

Certificate Program Learning Outcomes:

Upon completion of this Certificate Program, Veteran Students will be:

Literate in Microsoft Office Suite Products
Adept in Keyboard Techniques and Typing Skills
Able to manage both Inbound and Outbound Telephone Services
Able to manage and Maintain Constituent Records in Database Software
Able to select Strategies to Resolve Customer/Client issues and Maintain Professional Composure
Able to understand Business Basics, Resume Writing, Professional Coaching and Work Performance,
   Observation and Feedback
Able to Graph Charts and Produce Relevant Reports.

Teaching Method and Testing:

All course work will conducted online. Each veteran student will be responsible for their own progress in this program. The online course work submissions will be reviewed weekly to ensure each student understands the concepts and material presented in the preceding week. Progress tests will be administered frequently and a final exam administered upon completion of each Module. A comprehensive exam will follow the completion of all program course work.

Evaluation:

The final student evaluation will be based on overall performance, tests and the final examination.

Certificate Program Syllabus:

Complete course syllabus is contained in the Telephone Call Center Management Program Certification Student Handbook.

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