BBA-159: Contact Center/Help Desk Practicum

School
Business, Entrepreneurship, and Professional Development
Division
Business & Economics
Department
Business Administration
Academic Level
Undergraduate
Course Subject
Business Administration
Course Number
159
Course Title
Contact Center/Help Desk Practicum
Credit Hours
2.00
Instructor Contact Hours Per Semester
32.00 (for 15-week classes)
Student Contact Hours Per Semester
32.00 (for 15-week classes)
Grading Method
A-E
Pre-requisites
BBA-153, CIS-100
Co-requisites
BBA-153, CIS-100
Catalog Course Description

Presents the components, job roles, and performance factors of today’s customer contact center. 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 for the customer, with prompt and courteous service, and professionalism.

Goals, Topics, and Objectives

Core Course Topics
  1. Types of Contact Centers
    1. Compare and contrast the various types of contact centers.
  2. Functions of Contact Centers and Job Roles
    1. Differentiate the various functions of a contact center.
    2. Identify and describe the job roles of contact center employees.
  3. Performance Factors
    1. Interpret performance factors needed to successfully manage customer communication.
  4. Active Listening
    1. Describe and demonstrate active listening.
  5. Telephone Skills
    1. Apply proper and effective telephone techniques.
  6. Principles for Effective Writing
    1. Compose concise, effective responses to customer correspondences.
  7. Handling Difficult-Customer Situations
    1. Identify various ways to manage and resolve difficult-customer situations.
  8. Meeting Customers' Needs
    1. Identify effective methods to meet customers' needs.

Assessment and Requirements

Assessment of Academic Achievement

Students will be assessed through tests, quizzes, homework, and/or class participation.

Effective Term
Fall 2020