BUS 199 - Call Center Operations

Institution:

Jefferson State Community College

Subject:

Business

Description:

2 semester hours Prerequisite: Admission to the program and minimum WorkKeys levels Code C This course is an introduction to the call center environment. The course acquaints the student with Call Center organizational structures, terminology, how calls are screened and routed to customer service representatives, basic telephone functions, and the call flow process. An overview of customer service and its competitive advantage in the marketplace is also addressed. Upon completion, students will understand performance measures and how they are used in typical call centers and basic business requirements of call center employees. Students will participate in a site visit to a local call center. (F, Sp, Su)

Credits:

2.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.jeffstateonline.com

Phone Number:

(205) 853-1200

Regional Accreditation:

Southern Association of Colleges and Schools

Calendar System:

Semester

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