The international Certificate in Call Centre Operations covers the following areas. Click on one of the images or learning outcomes to get further information.

COMPULSORY PAPERS

Customer Service Excellence	Assertiveness	Communication Skills
Call Centre Equipment & Systems	Data Entry/Word Processing Skills	Health & Safety
Time Management	Stress Management	The personal computer system
Resolving Complaints	How to maintain and build rapport within a team environment
ELECTIVE PAPERS
Sales Skills	Answer enquiries by email, fax & mail