Call Center Careers
As long as customers keep buying products, they’ll need people who can answer questions, process returns, and make satisfied customers. You could be this person and put your talent to work helping others. Watch this short video to learn more about the great opportunities this training offers.
What makes this a HOT Job?
- Call center jobs are expected to grow by 39% between now and 2024.
- These are good careers with bonus opportunities and competitive wages.
- You can get ahead with company-paid training and reliable career advancement.
- Work your way, with a stable schedule, flexible hours, and work-from-home options available.
Can I do it?
Are you reliable?
Do you like helping people?
Love solving problems?
Want a great career?
What You'll Learn in Class
- Professional phone communication
- Database navigation
- Sales strategies for phone work
- Customer service fundamentals
- Working with challenging customers
- Managing inbound and outbound calls
- High school diploma or GED/HSED (or at least actively working toward it)
- Computer literacy assessments using the Northstar Digital Literacy Assessment (https://www.digitalliteracyassessment.org/) with the following scores:
- Basic Computer Skills - 30 correct out of 38 questions
- Internet Basics - 24 correct out of 34 questions
- Using Email - 20 correct out of 32 questions)
If you have customers who do not meet these scores, refer them to the Basic Computer Skills MOOC for a guided introduction to computers. They need to have these basic skills to participate in and complete the training. Enter the results of the assessments on the registration form.
- Type at least 15 words per minutes (WPM) using TypingTest.com. There are tutors on this site to help customers improve their speed if they can't meet the 15 WPM initially.
Enter the results of this assessment on the registration form.
- Resume (it doesn't have to be perfect, but we need a draft to work with). Upload a Word format copy on the registration form.
The class will be a combination of live, streamed sessions and individual modules. Classroom time is 20 hours a week (5 hours a day for 4 days) with 8 hours of homework each week (2 hours per day). The total class hours, then, is 120 hours of instruction time and 48 hours of homework.
Seek out volunteering or job shadowing opportunities with local business or non-profits so learners can see how the skills they are learning in the classroom translate to the working world. In addition to local call centers, United Way runs call centers for the 2-1-1 system, as do county Income Maintenance agencies. 911 call centers might also be an option.
Equipment and Supplies
- Computer with high-speed Internet connection for approximately 5 hours per day. (They can share a computer for the live, streamed portions if they are in one room.)
- Microsoft Access, Skype, and Chrome browser for the class
- Microphone and headset
- Pocket folder or binder
- Magazines for cutting
- Paste or glue sticks
Download and Print:
- Enrollment Checklist
- Call Center Professional Learner Guide (print out for first day of class)
- Role Play Checklist (print out for second day of class)
Studying at Home