Contact Center Services NCII


Upon completion of this module the students / trainees will be able to demonstrate appropriate usage and understanding of words.

  1. Apply the rules of basic grammar in verbal communication in customer service effectively.
  2. Apply the rules of effective business communication in customer service.
  3. Demonstrate an understanding and appreciate of the industry work environment for contact centers, industry expectations for entry-level contact center agent work, and career opportunities for contact center agents.
  4. Identify and describe the rules and principles for good / complete customer service and the types of contact center processes.
  5. Complete the tasks in the conduct of a customer service delivery process by applying skills in effective English communication.
  6. Apply the rules and guidelines for building effective interpersonal relationships to engage customers.