Catalog Info
Requirements are subject to change.
The information represented here is effective starting Summer 2014 and applies to the current catalog year.
If you were admitted prior to this year, please check your requirements under the
My Progress section of HFC Self Service.
Title when registering
Contact Center/Help Desk Pract
Credit Hours
2.00
Contact Hours Per Week
2 (for 15-week classes)
Course Description
Presents the components, job roles, and performance factors of today’s contact center/help desk. Discusses techniques to handle incoming customer inquires regarding products, services, accounts, and equipment; how to respond to customer inquiries, requests, and complaints; and how to troubleshoot with empathy for the customer, with prompt and courteous service, and professionalism. Course utilizes a call center software package to simulate real-life scenarios.
Pre-requisites
BBA-153, BCA-140 OR CIS-100
Co-requisites
BBA-153, CIS-100