South Mountain University
Call Center Professional Certificate
Professional Certificate in Call Center Management
Program Description
Call Center Management Professional Certificate (CCP) is a
six-course, application based, undergraduate level certificate
program. Students enrolled in this program will learn about and
develop critical call center management skills with an emphasis
on both strategic and tactical call center personnel,
operations, and customer relationship management. This program
provides the forum for understanding, utilizing, and
capitalizing on emerging trends in the call center environment.
The CCP program also places an emphasis on the call center
management body of knowledge aligned with the core competencies
established by Call Center Industry Advisory Council (CIAC).
|
Course # |
Course Title |
Credits |
Prerequisite(s) |
|
CCP 300 |
Call Center Management Overview and Applications |
3 |
None |
|
CCP 301 |
Strategies for Managing Call Center Personnel |
3 |
CCP 300 |
|
CCP 302 |
Call Center Operations Management I |
3 |
CCP 300 |
|
CCP 303 |
Call Center Operations Management II |
3 |
CCP 300 and CCP 302 |
|
CCP 304 |
Leveraging Customer Relationships |
3 |
CCP 300 |
|
CCP 305 |
Strategic Call Center Thinking |
3 |
CCP 300, 301, 302, 303, and 304 |