RFC127 - Call Centre Operations

Outline info
Last revision date 2018-07-20 13:30:28.868
Last review date 2018-07-20 13:30:43.807

Subject Title
Call Centre Operations

Subject Description
Call Centre Operations: Students are introduced to a working contact centre environment. They will understand how the call centre relates to the industry and its function within a corporate structure. Students will understand call centre technology and will apply classroom theory, demonstrating communication, sales and customer service skills in practice situations.
Pre-requisite: RFC121
Equivalency: RFC302

Credit Status
One credit

Learning Outcomes
Upon successful completion of this subject the student will be able to:

  1. Apply Customer Relationship Management (CRM) principles consistently and efficiently.
  2. Demonstrate an understanding of contact centre environments, including technology and its impact on performance.
  3. Understand and apply leading and best industry practices to contact centre environments
  4. Apply effective team-building and leadership skills, including coaching and mentoring.
  5. Design, develop and execute customer service strategies and project plans.
  6. Demonstrate the ability to recruit, hire, motivate and coach a customer service team.
  7. Act as a leader and participate as a member of a customer contact team, assuming responsibility for execution of strategy.
  8. Understand project management principles and apply them as part of a project team.

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site on http://library.senecacollege.ca for further information regarding cheating and plagiarism policies and procedures.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Disabilities Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.


Topic Outline

  • Introduction to Contact Centre Industry
  • Developing a Customer Care Strategy
  • Creating the Customer Experience
  • Managing People in Contact Centres
  • Performance Management: Call Monitoring, Evaluation and Coaching
  • Contact Centre Operations
  • Process Management Tools
  • Contact Centre Technologies - Core
  • Contact Centre Technologies - Specialized

Mode of Instruction
Instruction will consist of classroom lectures, reading assignments, discussions, and guided project work

Prescribed Texts

Additional materials and cases will be distributed in class.

Reference Material
Title: Call Center Success -  Essential Skills for CSR's
Author: Finch
Publisher: Axzo Press
ISBN: 978-1-56052-578-3

Title:  Call Centers for Dummies
2nd Edition
Authors: Bergevin, Kinder, Siegel, Simpson
Publisher: Wiley
ISBN: 978-0-470-67743-8

Required Supplies

Promotion Policy

Grading Policy
A+ 90%  to  100%
A 80%  to  89%
B+ 75%  to  79%
B 70%  to  74%
C+ 65%  to  69%
C 60%  to  64%
D+ 55%  to  59%
D 50%  to  54%
F 0%    to  49% (Not a Pass)
EXC Excellent
SAT Satisfactory
UNSAT Unsatisfactory

For further information, see a copy of the Academic Policy, available online (http://www.senecacollege.ca/academic-policy) or at Seneca's Registrar's Offices.

Modes of Evaluation
Assignments      30%
Quizzes              10%
Mid-term test      30%
Final exam          30%

Keith Chapin

Approved by: Jeff McCarthy