Customer Service and Sales Representatives
For Call Centres
Tuition Free Full Attestation Program

Since November 1997, Champlain St-Lambert's Centre for Continuing Education has offered a bilingual full-time Call Centre Agent Training Program in cooperation with Emploi-Quebec. In March 1998, Champlain St-Lambert invested in the development of a fully functional call centre on campus to better support this nine month program. Call Centre simulation exercises and live telephone campaigns are integral components of this training.

 

OBJECTIVE:

The objective of this bilingual program is to provide graduates with rewarding employment opportunities within the rapidly-expanding call center industry.  It aims specifically to train students in the two major sub-sectors of the call center industry – customer service and sales.  The program has been developed in collaboration with the Call Center Advisory Committee made up of representatives of large and medium sized businesses who have functioning call centers as well as representatives of Emploi –Québec, faculty from the program and college administrators.

 
CAREER OPPORTUNITIES:

The AEC will provide graduates with the opportunity for employment in a wide range of business and industries. Graduates will work as customer service or customer support representatives, sales specialists and call center agents.  Graduates will also be able to find employment in other segments of the call center industry such as collections and surveys. Employment opportunities increase with the mastery of multiple languages, more advanced computer skills and additional education and work experience prior to entry into the program.

 
PROGRAM CONTENT:

410-801-LA           Introduction to the Profession

410-802-LA           Principles of Telephone Communications

420-803-LA           Introduction to Computers & Software

410-BLE-03          Mathematics, Accounting, Statistics

604-BLA-04          Call Centre English

410-804-LA           Script Writing and Recording Information

410-805-LA           Selling by Telephone

410-BLT-04           Customer Service by Telephone

410-806-LA           Internship

 
GENERAL INFORMATION:

Total number of hours :  495

Number of hours/week:    26

Anticipated Start Date:    September 17, 2001

End Date:                       February 8, 2002

 
ADMISSIONS CONDITIONS:

¨      Must possess a Secondary V certificate or equivalent;

¨      A solid grasp of a second language (either French or English), particularly oral communication skills.

 
ATTESTATION CRITERIA:

You are eligible to register in an Attestation of Collegial Studies program if you are a Canadian citizen or Permanent Resident, and if:

¨      You are part of an agreement between the college and an employer, or you are sponsored within the terms of a government program (please contact your centre local d’Emploi -Québec office).

¨      You have received instruction deemed acceptable by the college, for example:

A Diploma of High School Studies or A College Diploma or a University Degree

OR

A partial high school program, coupled with a recommendation from a current or former employer that you would benefit from pursuing your education at the post-secondary level.

AND

You meet one of the following three conditions:

You have not been a full-time student (either in high school or college) for at least two consecutive terms or one school year within the last 12 months.  

You are part of an agreement between the college and an employer, or you are sponsored within the terms of a government program.

You have completed at least one year of post-secondary studies spread over a period of one year or more.

 

An information session will be held Monday, August 13, 2001 at 9:30 a.m.

To attend the information session, please call (450) 672-7364.