Objective:
To prepare disabled veterans with the knowledge and skills to successfully function in, and eventually professionally manage, a telephone call center.

For more information on this exciting new Call Center Management Certification, please contact the Veteran’s Business Training Center (VBTC) at 1-800-935-9924. Tuition will be paid for by the Veterans Administration for qualifying veterans.

Overview:
Through a quality educational curriculum, this innovative, distance learning, non-credit certificate program will provide to disabled veteran students the high-demand business skills needed to compete in the global information industry, and commanding a living wage while working form their home. The students will receive hands on training for Telework opportunities to become Customer Research Technicians, Help Desk Advocates and Managers, Marketing Specialists, and professionals in other Computer and Information Systems related Help Desk-Call Center positions.

Core Competencies:
Program modules will address, and each student will be tested in their proficiency on the following competencies:

• VOIP
• Microsoft Office Suite Software Products
• Five9Software
• Basic Database Management
• Communication Skills – MSN IM, Skype, ICQ, AOL IM and Oral Presentations
• Customer Service
• Keyboard and Typing Skills

To complete the Certificate Program, students must satisfactorily complete all of the certificate program modules. All training is conducted on-line.

Program Design:
The Certificate Program consists of 4-four modules of instructions for a total of 600 instructional hours. Student progress is monitored and each is expected to participate in 40 clock hours of instruction each week.

Module 1. Course overview, Business Center Management Basics

		Certificate Program Overview	40 Hours
		Introduction to Business Center-Program expectations-Assessment	40 Hours
		Keyboarding Review, Typing Skills, Microsoft Suite Products, Telephone Basics	40 Hours
		Introduction and Navigation of Five 9 Web-based Software	40 Hours
		Test - Online Self Assessment

Module 2. Business Center Business Center Model and Team Approach

		Communication Skills-Writing and Speaking Techniques	40 Hours
		Market Surveys-Creating and Implementing, Team Project	40 Hours
		Customer Research, Database Management-Real-time experience	40 Hours
		Actual Application of Data Management and Data Mining	40 Hours
		Test - Online Self Assessment
			160 Hours

Module 3. Monitor and Manage Agent Performance

		Running Report, Creating Charts and Understanding Data	40 Hours
		Application of business learned skills – Team Project	40 Hours
		Strategies to handle difficult customers-Customer Service	40 Hours
		Overview of basic business administration and budgeting	40 Hours
		Test - Online Self Assessment
			160 Hours

Module 4. Chart Future Career Course of Employment – Self Assessment

		Setting expectations and resume preparation	40 Hours
		Peer Coaching, Feed Back and Team Evaluation	40 Hours
		Final Program Review-Skills Exercises	40 Hours
			120 Hours

Final Program Review
Final Examination Online Certification Examination-Program Manager Monitored - 2.5 Hours

Required Course Equipment:
All qualifying veteran students are required to have a computer and a headset for this program. All equipment and software used will remain with the students following the successful completion of the program.

Adaptive Services for Veterans with Disabilities:
Support services are available for Veterans with Disabilities including computer equipment and accessories, furniture and assistance with procuring the necessary means for individual accommodation, needs and services. Any Disabled Veteran student needing individual specific special services must contact their VA Case Manager.

Certificate Program Learning Outcomes:
Upon completion of this Certificate Program, Veteran Students will be:

• Literate in Microsoft Office Suite Products
• Adept in Keyboard Techniques and Typing Skills
• Able to manage both Inbound and Outbound Telephone Services
• Able to manage and Maintain Constituent Records in Database Software
• Able to select Strategies to Resolve Customer/Client issues and Maintain Professional Composure
• Able to understand Business Basics, Resume Writing, Professional Coaching and Work Performance, Observation and Feedback
• Able to Graph Charts and Produce Relevant Reports.

Teaching Method and Testing:
All course work will conducted online. Each veteran student will be responsible for their own progress in this program. The online course work submissions will be reviewed weekly to ensure each student understands the concepts and material presented in the preceding week. Progress tests will be administered frequently and a final exam administered upon completion of each Module. A comprehensive exam will follow the completion of all program course work.

Evaluation:
The final student evaluation will be based on overall performance, tests and the final examination.

Certificate Program Syllabus:
A complete course syllabus is available by contacting Tempie Thompson, of the Military Order of the Purple Heart Services Foundation (MOPHSF), at (703) 635-3531.