Courses

CALL CENTER OPERATOR

CALL CENTER OPERATOR

LEVEL I

ADMISSION REQUIREMENTS: LOWER SECONDARY SCHOOL DIPLOMA

TRAINING DURATION: 600 HOURS

QUALIFICATION AWARDED: PROFESSIONAL QUALIFICATION

PROFESSIONAL PROFILE DESCRIPTION

This professional performs customer care tasks, with knowledge of communication techniques and active listening, together with good skills in using new technologies, including those related to the web.

The professional qualification is essential for entry into employment in companies in the sector (call centers).

TECHNICAL AND PROFESSIONAL KNOWLEDGE AND SKILLS

BASIC MODULES:

Promotion of equal opportunities in the workplace and relevant regulations
Introduction to ecology and the environment, sustainable development, and any relevant sector-specific regulations
IT and web: theoretical knowledge and practical use of tools
Health and safety regulations in the workplace (Legislative Decree 626/94 and subsequent amendments)
Introduction to regulations on workers' rights and duties, with reference also to the characteristics and arrangements of standard and non-standard contracts. Collective bargaining
Introduction to the current tax system
Introduction to project financing: incentive laws, structural funds, self-employment

SPECIALIZATION MODULES:

Excellent command of Italian and knowledge of at least one other EU language
Knowledge of the principles of marketing and techniques for promoting and selling products and services
Concept of customer care: targeted information, ability to summarize and communicate effectively, behavioral psychology, problem solving
Structure of a call center in terms of equipment and operating staff: duties and roles, system organization chart, characteristics of teamwork, methods of using sector-specific equipment, shifts and working hours