Professional Development Courses

These are strongly recommended for any CCD employee who would like to apply for any of the corresponding positions. These courses are also required for staff in the current position. All courses are introductory courses and do not require prior knowledge unless noted otherwise.


Course Modules

Agents

  • How to Deliver Unpleasant News.
  • Accent Reduction.

QA/QC

  • Leadership.
  • Time Management.
  • English Verbal and Written Communication.
  • Coaching and Feedback Delivery.
  • Prioritization/Sense of Urgency.
  • How to Handle Irate Customers.
  • First Call Resolution.
  • People Skills and Interpersonal Relations.
  • Contact Center Fundamentals and KPI's.

Trainer

  • Coaching and Feedback Delivery.
  • Facilitation.
  • Differentiated Learning.
  • Curriculum Development.
  • PowerPoint.
  • Excel Data Manipulation. **
  • Effective Communication
  • People Skills and Interpersonal Relations
  • English Verbal and Written Communication
  • Time Management

Supervisor

  • Public Speaking
  • Excel Data Manipulation
  • PowerPoint
  • Time Management
  • Employee Accountability
  • Agent On-boarding and Retention Process
  • Contact Center Fundamentals and KPI's
  • English Verbal and Written Communication
  • Effective Communication
  • Prioritization/Sense of Urgency
  • Agent Development
  • Effective Supervision Skills
  • First Call Resolution
  • How to Handle Irate Customers
  • People Skills & Interpersonal relations
  • Change Management
  • Leadership
  • How to Deliver Unpleasant News

Program Manager

  • Public Speaking
  • Excel Data Manipulation
  • PowerPoint
  • Time Management
  • Introduction to Financial Modeling
  • Employee Accountability
  • Agent Onboarding and Retention Process
  • Contact Center Fundamentals and KPIs
  • English Verbal and Written Communication
  • Effective Communication
  • Prioritization/Sense of Urgency
  • Agent Development
  • Effective Supervision Skills
  • First Call Resolution
  • How to Handle Irate Customers
  • People Skills & Interpersonal relations
  • Change Management
  • Leadership
  • How to Deliver Unpleasant News
  • Campaign Profitability
  • Customer Relations and Retention
  • Data and Report Analysis and Interpreting
  • Driving around the KPIs
  • Employee Motivation.
  • Sales Techniques.
  • Staff On-boarding Process.

Recruitment/HR

    • Labor law
    • Interdepartmental relations
    • Conflict management
    • Coaching skills
    • Emotional intelligence
    • Process implementation
    • Management of TSS, ARL